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:11/07/2024

  Type:Product 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 company that operates solely to kick a customer while already down, is deplorable!I am writing to express my extreme dissatisfaction with the service I received from one of your sales representatives. I recently purchased an insurance policy through your company, only to discover shortly after that the coverage provided was not legitimate. After realizing the issue, I promptly canceled the policy, expecting no further charges to be applied.However, despite my cancellation, I was still charged $1,218 for a policy I no longer wanted or needed. This unauthorized charge is both frustrating and unacceptable. I request an immediate refund of this amount and a full explanation of how this mistake occurred.I expect a prompt resolution to this matter. Please confirm the refund process at your earliest convenience.

  Business Response

  Date: 01/28/2025

  Hello,

  Thank you for leaving your review. Since that time, I have spoken to you directly and we have resolved the issue internally. We appreciate your cooperation and understanding! Have a blessed day.

  
  

  --
  

  Thank You,

  
  

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

  Director of Customer Relations

  C: **************

  O: **************

  E: *************************************************************************************************************

  

• Initial Complaint

  Date:10/31/2024

  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 initially called ***** warranty company in first week of Sept 2024 to ask about my car warranty that I had been paying for approx 9-10 months. When the woman on phone looked into my information, she told me to please hold on because she needed to redirect my call to the recovery ***** when I was redirected, a man on the phone began to tell me that my previous warranty company (*****) was no longer in business for not complying with customers repairs and that they were bankrupt. He also stated that if I wanted to recover ALL of my funds that I had already paid for all the previous months that Id have to sign on with him (Line 5) and theyd recover my funds but I had to sign with him at that moment or else Id lose my money and wouldnt get it back..I was charged from my debit card at that time to start my new warranty and charged again in early October. When I was charged by ***** in early October, I also noticed that ***** had also charged me the regular payment they were charging me before. I didnt understand why I was being charged for BOTH if the company Line 5 allegedly took over the warranty. I called Line 5, and they told me that I wouldve had to call ***** myself to cancel. I told the woman on the phone that wasnt what I was told before. I was told that it would be taken over by Line 5 and theyd handle it.Well, I did end up calling Mepco number and woman on phone assured me that they were NOT bankrupt or out of business and she did not know who couldve redirected my call back in early September when my call was sent to recovery ***** She advised me to contact my bank to investigate the payments and to call Line 5 and CANCEL the warranty right away. I did cancel with Line 5 but now Im receiving threatening emails from them stating that I will continue to be charged interest fees accrued and possibly forced to pay entire amount of a contract if I dont pay them $107 and some cents. I keep getting phone text messages asking me to contact them

  Business Response

  Date: 11/11/2024

  Hello,

  Thank you for leaving a review regarding your experience with Exclusive National Auto Club. We sincerely apologize that you are having this situation currently. Line 5 is one of the billing companies that we use to collect payments on past due accounts. Unfortunately, we do not have control over their collections department as they are completely seperate from Exclusive National Auto Club. However, we reached out to our contact representative and were informed that they will close the account and cease any further communications. We apologize for any inconvenience this may have caused. Should you have any further questions, please feel free to contact customer support at **************. Have a blessed day! 

• Initial Complaint

  Date:10/15/2024

  Type:Billing 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.

  Did not return the 252.13 to my account

  Business Response

  Date: 10/23/2024

  Hello,

  Thank you for leaving a review regarding your experience with Exclusive National Auto Club. We sincerely apologize that your refund was not processed as quickly as you had hoped. We recieved your letter of cancellation on September 30th and you were placed on the refund list. However, on October 15th, we were informed that Visa refunded the funds back to your card ending in **** making this matter an "RDR Dispute". The deposit of $252.13 was refunded back to your card on October 16th 2024. Please see attached documentation showing the date of cancellation and the refund processed by Visa. Feel free to contact us directly at ###-###-#### should you have any further questions or concerns. Thank you and have a blessed day! 

  Customer Answer

  Date: 10/24/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Regards,I still haven’t received my refund 
  ***** ******

  Business Response

  Date: 11/04/2024

  Hello,

  Thank you for responding to the answered complaint. The refund was processed by Visa, therefore I would suggest that you contact your card holder and/or your bank so that they can instruct you further regarding the funds that were refunded. If we can be of any further assistance, please call ###-###-####. Thank you and have a blessed day! 

• Initial Complaint

  Date:09/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 5 year warranty from Exclusive National auto club on September 20th of 2022 after we had purchased a vehicle at auction that had been a police officers. The salesperson assured us at that time that we could cancel at any time for a refund so we felt comfortable paying for the full warranty upfront as opposed from making a monthly payment. After a little over a year and a half we decided the warranty was no longer needed and contacted customer service. The associate we spoke to was very rude and completely unhelpful and told us to just send in the cancellation form, which we did along with the $50 cancelation fee. On July 8th, 2024 that check cleared and we contacted them again to check the status. Once again they were very rude and said it could take up to 6 weeks and no other info was available. The 3rd time we contacted them we were told that our policy was cancelled since we sent in the cancellation form and $50 (which they told us to send in) but that we would not receive any of the $3,400 we paid for a 5 year warranty because we had not used the service. What kind of sense does that make? You are going to cancel our 5 year warranty but not refund our money after assuring us that was an option? We are a middle class, working family that trusted this company. They will say anything to get your money and do anything to keep it. There is no way I can make sense of them cancelling a 5 year warranty and keeping our money other than a complete scam and fraudulent company. It's so sad that companies like this exist to take advantage of hard working people. We live paycheck to paycheck and this is a terrible thing to do to people. We have contacted our attorney and will move forward if this situation isn't rectified. There is no world where this company should be allowed to keep our money for a 5 year warranty after cancelling in a year and a half. They are liars and scammers, please stay far away from them.

• Initial Complaint

  Date:07/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been paying $120.99 plus a $99 startup fee since April 3, 2023 for my 2010 Volvo.Last October my repair shop indicated that the code could mean my timing belt. I called this warranty company and they said it is not covered unless it breaks and I understood that if a timing belt breaks, it will affect the engine. When I called then To cancel I spoke with ******* and she believed that some of the parts might be covered so I took it to a different repair shop 1st week of January. My car has been at the repair shop now for over 3 months, the shop had tried to call several times holding anywhere from 45 minutes to 2 hours and was told needed to speak to an adjuster and they would call them back, which they never did.Now l've been told that they won't cover due to a salvage title (which was because of hail damage in 2020) and cancelled yet all the time car was at repair shop continued to take out my payments and they are not willing to refund any $. I shouldn't have had this policy at all if they wouldn't cover because of hail damage. I feel the right thing to do is refund my $. I had no other claims.

  Business Response

  Date: 08/01/2024

  Hello,

  Thank you for leaving a review regarding your experience with Exclusive National Auto Club. We regret to hear that you were less than satisfied with the situation. Unfortunately, we were unaware during the enrollment process that your vehicle had a salvaged title. We do understand that this happens sometimes despite every effort on our part to avoid these difficult and frustrating occurances. However, a refund check was mailed out to the address we have on file of: *************************************. If that information is incorrect or you have any questions, please feel free to contact our customer service department at ************** between the hours of 9:00AM and 5:00PM EST. Thank you and we sincerely apologize for the inconvenience! Have a blessed day.

• Initial Complaint

  Date:08/18/2023

  Type:Billing 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 was sold a **** care extended warranty policy FOR MY **** MUSTANG. ,I did ask many question as i am familar with these policies, the sales man ***** reassured me the company who will issue policy for me is called "**************"I asked. multiple times what is ************** of company and details of policy.He said it was $99.00 for first month month which would be enough time to get ************** so i could review details being told to me & $175.11 per month there after, also i was told i could cancle policy at any time this has no contract. I Did give my credit card for 1st month of $99.00 and told him i would set up future payments with a different method or card if i decide to keep it. I DID TELL HIM VERY CLEARLY NOTE" DO NOT CHARGE THIS CARD GOING FOWARD IT IS ONLY FOR $99.00" ***** said sure no problem. After first month i did not recieve any documents i was promised booklet with coverage details and ID card i GOT NOTHING, so i became suspicious & i called and CANCELED it.(obviously since they told me wrong company name LIED my policy was not cancled read on ) Unknowing to me this company had bin billing my card $175.11 under name of PAYLINK. i Then find out that this so called policy i was sold is from a company name of Exclusive,then after further investigation found out its called ANOTHER NAME THEN AFTER MULTIPLE CALLS the comapny name is SUNPATH, i was given 2 different names and none were what i was told i was buying "OMEGA". This company is a SCAM in multiple forms not to mention i cancled ********* continued billed my credit card for 8 months straight with out my approval, They are liars. Tell you what you want to hear and steal your money. I am requesting your help to get full refund of my initial $99.00 & $175.11 billed January through July 2023.Not product i was told i was buying, disreguared my billing instructions billing me after cancled, and did not cancle my policy in January 2023 when i called they are verry sneaky using a third party ******.Took me weeks of calls to find out this info and dont trust them to make this right thus reason for contacting the BBB.

  Business Response

  Date: 08/29/2023

  Thank you for leaving a review regarding your experience with us at Exclusive National Auto Club. We apologize if you feel as though your interactions with ENAC were less than satisfactory. Upon looking into customer records, a full refund was processed.  If you have any additional questions or concerns, feel free to call **************** at ************. Thank you

• Initial Complaint

  Date:07/24/2023

  Type:Sales and Advertising 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.

  see Attached document

  Business Response

  Date: 08/15/2023

  Thank you for leaving a review regarding your experience with us at Exclusive National Auto Club. We apologize if you feel as though your interactions with ENAC were less than satisfactory. Upon looking into customer records, a full refund was processed and sent to the mailing address on file.  If you have any additional questions or concerns, feel free to call **************** at ************. Thank you.

  
  

• Initial Complaint

  Date:07/24/2023

  Type:Sales and Advertising 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.

  Entered by BBB Staff - lj Consumer is a Senior. Consumer was on a trip in ************ ** on June 24th 2023. Needed service for his vehicle. Consumer has policy with Car Shield. He was trying to reach Car Shield and somehow got connected with this company when he Googled Car ******* phone number. Consumer states the call was intercepted. Consumer told he no longer had coverage with Car Shield. No longer had a policy with them. They will sign me up with their program. They would also assist in getting refund from Car Shield. Approximately $87. Consumer feels this was misrepresented. The sales representative was pushy and had a nasty attitude. Consumer provided his vehicle information and debit card number. Company withdrew $149 that day. Another payment would be taken out July 24th. Consumer was told he had to have this policy with them to get a refund from Car Shield.

  Business Response

  Date: 08/15/2023

  Thank you for leaving a review regarding your experience with us at Exclusive National Auto Club. We apologize if you feel as though your interactions with ENAC were less than satisfactory. Upon looking into customer records, a full refund of $149.00 was processed back to the original payment method as of Aug. 1st, 2023.  If you have any additional questions or concerns, feel free to call **************** at ************. Thank you.

  We have no affiliation with Carshield, sorry for the misunderstanding.

• Initial Complaint

  Date:06/14/2023

  Type:Product 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.

  during the month of March, we received a call from Exclusive National auto club, they were indicating they were from our car dealership ******** and had some information on the vehicle warranty plan, we had with Carshield, they were saying car shield is not honoring the policy and we should cancel and use them, they sounded convincing and we set up an account, with my wife credit card, for which ****** the person we spoke said they were not taking any payments until we get the refund from car shield, in may 2 payments were taken from our account in the amount of ******. and they were trying again in June. we called to stop the payments. and seek our refund. that is when they told us to call car shield to get the refund. Car shield told me they could not refund because we did not cancel within 30 days of signing up, we signup with car shield in early 2022. I feel they took my money and I am left without my refund.

  Business Response

  Date: 07/24/2023

  Thank you for bringing this to our attention and providing your experience with us at Exclusive National Auto Club. We apologize if you feel as though your interactions with ENAC were less than satisfactory. As per our direct conversation with you today, July 17th 2023, a full refund was processed back to the original payment method. A receipt of this transaction was emailed to you immediately after processing so that you can keep it on your records.  If you have any additional questions or concerns, feel free to call **************** at ************. Thank you!
  

  
  

  --
  

  Thank You,

  
  

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

  Director of Customer Relations

  C: **************

  O: **************

  

• Initial Complaint

  Date:06/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In February of this year we signed up for this product after they called us. After awhile we tried to locate the number to call, with no success. They never sent us anything in the mail. I finally got the info and called them asking for a refund and they refuse to give us a refund. The one gentleman that I spoke to said that his name is *********************** and proceeded to say I am Captain ******** This place is a scam and I desire two resolution the first is a full refund and I want this company shut down.

  Business Response

  Date: 06/20/2023

  this policyholder was fully refunded, sorry for the inconvenience, this account is closed.