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:04/04/2025

  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 an extended warranty from American Dream Auto Protect. I called them on Thursday March 20 because my backup camera and the Infotainment screen was not working. The rep I spoke with specifically said that both were covered and she would get the claim process started.. I made the appointment with Tesla for the following Monday March 24. I called them again when I was on the way to the New Orleans Tesla service shop. nlI was told the claim wasn't submit, but she will s7bmit it and get back to me. After I made it to the shop I received an email stating the Infotainment screen was not covered, but the camera was covered. The screen was over $2000 and the backup camera was $500. I called American and told them the person I spoke on th 20th said. They still sa8d only the camera was covered. I ended up paying $2600 out of pocket. I called American Dream back after the repair. I was told they would repay me for camera and they will put the money back to my Daebit card that I use to pay the premium., It would take three days for me to receive the refund. I called them on the following Thursday and was told the check was mailed to me. I called them back that Friday and spoke to someone else. They said a check was not mailed yet. I git three different answers about the funds. I told the guy to close my account He told me if I closed the account I would not be reimbursed. I told them there company was bogus and to cancel my account immediately. Also they said the navigation center was covered. I told them that's the same as the Infotainment center because you need the screen to use navigation. The still said it was not covered.

  Business Response

  Date: 04/07/2025

  *** ********
  
  
  Unfortunatley we can not control odometer tampering.
  
  As a good will gesture and to close out, we will send the disputed amount requested which you will receive to the credit card on file within the next 3 to 5 business days.

• Initial Complaint

  Date:04/03/2025

  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 took out this policy for extended warranty on my car on a monthly plan of 200 per month. with a 250 deposit . I had a one month waiting period. I took my car in for repair as an issue popped up and they denied the claim and when i called they said my car fax report shows "possible odometer tampering" well this is bogus but ill take that up with carfax. They told me that would make my policy void and they don't give refunds on monthly policies. my positition is the car fax report is a routine thing they run on all new clients it should have been run when or before the policy was written as i should have never been able to write a policy with that on there. This is obviously a process they use to make money and its dishonest . I never would have been able to use my policy and never have so i want a full refund.

  Business Response

  Date: 04/07/2025

  *** ********
  
  
  Unfortunatley we can not control odometer tampering.
  
  As a good will gesture and to close out, we will send the disputed amount requested which you will receive to the credit card on file within the next 3 to 5 business days in the amount of $650.

• Initial Complaint

  Date:04/03/2025

  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 used car on December 3, 2024. On February 27, 2025, I decided to purchase an extended service warranty through American Dream Auto Protect, for over $3000. The service warranty was explained to me, by the representative at American Dream Auto Protect, as bumper to bumper coverage. He also stated that any previous issues to the vehicle, prior to my owning the vehicle, wouldnt affect my coverage. Not only was I unaware of any issues with the vehicle, but the representative at American Dream Auto Protect also assured me there were no issues with the vehicle. Fortunately, I do have these phone calls recorded, and I did make the other party aware that the phone call was being recorded. I submitted a claim to American Dream Auto Protect for my transmission to be repaired, which they denied stating, there were preexisting issues with the transmission. Despite the fact that they stated there were NO issues with the vehicle when I purchased the policy on February 27, 2025. All I want is for American Dream Auto Protect to honor their policy as stated in the extended warranty I paid over $3000 for, and to fix the transmission on my vehicle.

  Business Response

  Date: 04/03/2025

  
  Mrs. *******,
  
  Your policy started on 3/29/2025, you placed a claim on 4/2/2025 which is not even a week into the policy. Which is a monthly policy, paying $129 a month. So there seems to be a miss understanding if you are stating you paid us over $3000 unless you have another warranty company you are confusing us with.
  
  Also you stated the sales *** assured you there are no issues with you vehicle which is impossible with out some type of inspection prior.
  
  As far as the claim, we do not cover pre existing issues which a email was sent to you explaining.
  
  "Dear **** *******,
  
  Thank you for being a valued customer with ****************************************
  *********************, We appreciate your cooperation and patience regarding the claim you have filed.
  We regret to inform you that this claim is denied due to the issue being existed prior to
  the onset of your *************** Program (the Program) coverage.
  The ***air in question, is disallowed pursuant to Section K, found on page 5 of the Program."
  
  
  
  Which a pre existing is not to put the blame on a customer, but a pre existing issue is something that is known or unknown by the customer which is based on the start date of the policy.
  
  A transmission would need more than 5 days to reach a magnitude of failure. 
  
  As a good will gesture and to close out, we are willing to refund the one monthly payment you made this far in the amount of $129 and also waive the $75 process fee and $250 cancelation fee.
  
  Please let us know how you would like to proceed.

• Initial Complaint

  Date:04/02/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an auto warranty protection plan from American Dream Auto Protect in February 2024. I purchased the top plan (platinum) for bumper to bumper coverage. My policy was sent to me via email for my review. I called them back with specific questions about the exclusion portion of the plan, referencing my concerns about coverage for transmissions. I was told that manual transmissions with a clutch is what the exclusion referenced. I was also told that because I have an automatic transmission, I was covered. A year later my transmission gave out. I called to get instructions on filing a claim. I was told to have the repair facility file the claim and I would be good. My repair facility (Marine *********) filed the claim and it was denied. When I called to ask why, I was told it was because the clutch was the component that caused the transmission issue it is not covered. I explained that I have an automatic transmission and was still told there was nothing they could do. I spoke with several supervisors and had my repair facility call to explain but this company stood firm. I have talked to and explained my issue to five (5) *** certified mechanics who have stated that the company is wrong and scamming me. I purchased a plan from this company because they assured me I would have peace of mind concerning my vehicle. It has been a nightmare. I respectfully request that American Dream Auto Protect repair my vehicle as they promised when I purchased the plan, or refund all monies paid for the plan to date.

  Business Response

  Date: 04/02/2025

  Mr. ***************** understand your frustration due to the claim not being covered per the policy.
  
  Unfortunately it was a non covered claim,
  we do not cover TPMS Sensor and being that the clutch caused the transmission to fail the transmission is not covered. 
  
  
  Exclusion A: "Clutch friction, clutch disc and pressure plate, throw out bearing, pilot bearing, clutch master and slave cylinder" These are excluded for manual transmissions, and although the customer have an automatic transmission, any failure related to clutch components in an automatic transmission would still fall under the exclusion, as the failure is tied to a component that the policy doesn't cover.
   
  
  Emails were sent to you explaining everything in detail.
  
  
  "Dear ****** ******,
  
  Thank you for submitting your claim for [Transmission]. After reviewing your case, we regret to inform you that we cannot approve coverage. The damage to the covered item was caused by a non-covered item, which is excluded under the terms of your service contract.
  Due to the clutch failing and damaging the transmission.
  
  Thank you for choosing American Dream Auto Protect.
  
  American Dream Auto Protect
  Claims Department 
  **************"
  
  
  "Dear ****** ******,
  
  Thank you for being a valued customer with ****************************************
  *********************, We appreciate your cooperation and patience regarding the claim you have filed.
  We regret to inform you that this claim is denied due to the listed part not being covered under
  your *************** Program (the Program). Specifically, the ***** Sensor], the
  part in question, appears on the list of disallowed parts set forth in Section A, found on page 4 of
  the Program."
  
  
  As a good will gesture if you wish to cancel the policy, we are willing to waive the $75 processing and $250 cancelation fees.
  
  Please let us know how you would like to proceed. 

  Customer Answer

  Date: 04/02/2025

  
  Complaint: 23150039
  
  I am rejecting this response because:
  When I called American Dream Auto Protect prior to taking my vehicle to the repair facility, I was told by an American Auto Protect claims specialist that my issue was covered because I have an automatic transmission and that the exclusions pertained to manual transmissions. I would like a refund for all monies paid if you will not honor the service contract. I chose this company for peace of mind concerning my vehicle, but it has been very stressful. Please, give me my money back so I can find a different company that is honorable and true to their word.
  
  
  Regards,
  
  ****** ****** ***

  Business Response

  Date: 04/03/2025

  Mr. ********************* do cover ***********s, the reason why the calim was not covered was exaplined to you clearly. 
  
  The clutch is what caused the *********** to fail.
  
  
  Exclusion A: "Clutch friction, clutch disc and pressure plate, throw out bearing, pilot bearing, clutch master and slave cylinder" These are excluded for manual transmissions, and although the customer have an automatic transmission, any failure related to clutch components in an automatic transmission would still fall under the exclusion, as the failure is tied to a component that the policy doesn't cover.
  
  
  As a good will gesture and to close out we are willing to refund the last 3 months paid on the policy, totaling $444.81.
  
  We can send the refund to you via check which you will receive with in 18 to 30 business days.
  
  Please let us know how you would like to proceed. 
  
  

  Customer Answer

  Date: 04/08/2025

  
  Complaint: 23150039
  
  I am rejecting this response because:
  I appreciate Amedican Dream Autos' gesture to resolve this matter. However,  nothing less than a full refund is acceptable. The company promised peace of mind and did not hold up their end of the agreement. Five *** certified mechanics have stared that I am being treated unfairly in regards to this situation. An expedited refund of all monies paid resolves this case.
  
  
  Regards,
  
  ****** ****** ***

  Business Response

  Date: 04/08/2025

  Mr. ******************** you for appreciating our gesture to resolve this matter.
  
  No matter what warranty company you go with there are going to be claims that are covered and some that are not covered.
  
  We still try to help our customer best way we can, but we are limited to what the policy covers.
  
  As a good will gesture in attempt to extend value, best we can offer is 1 more additional month refunded and we will still waive the cancelation and processing fee. 
  
  
  Which will give you a refund of $593.08
  
  Please let us know how you would like to proceed. 
  
  

  Customer Answer

  Date: 04/16/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like an expedited refund so that I can pay for my

  transmission to be repaired.
  
  Regards,
  
  ****** ***************

• Initial Complaint

  Date:03/31/2025

  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 bought this service warranty, December year 24 for $3700. They told me I had platinum service bumper-to-bumper engine light went on in March took the car to the dealer dealer says engine The warranty company stated they would not pay for the engine breakdown to find out the problem which was $1100. I paid the $1100 they sent an inspector out to see he concluded that it was a pre-existing damage damage to the engine engine Ive had service wrecks stating nothing was wrong with car until engine light went on. They refused to repair my car. My car is in pieces. Its almost $10,000 to repair a car and they gave me my money back American dream reduced by $800 for the four months I did have it and never used it. This is a scam as soon as they have a high price item they refuse **** dealership said it was not pre-existing.

  Business Response

  Date: 04/01/2025

  Mr. *********************** policy started on 1/17/2025 and you paid $3400.
  
  You placed a claim on 3/10/2025 which was a none covered claim per the policy and a email was sent to you explaining. 
  
   
  "Dear ****** *******,
  
  Thank you for being a valued customer with ****************************************
  *********************, We appreciate your cooperation and patience regarding the claim you have filed.
  We regret to inform you that this claim is denied due to the issue being existed prior to
  the onset of your *************** Program (the Program) coverage.
  The repair in question, is disallowed pursuant to Section K, found on page 5 of the Program."
  
  
  A pre existing issue is not to put the blame on a customer, but a pre existing is something that is known or unknown by the customer which is based on the start date of the policy.
  
  Unfortunately a engine would need more than less than 2 months to reach a magnitude of failure. 
  
  We do see the policy was already canceled by you on 3/28/2025 and a refund of $2,961.67 will be going back to the credit card on file. 

• Initial Complaint

  Date:03/26/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the extended warranty in December 2024 filed a claim in March 2025 and they denied the claim and saying that it was a pre-existing condition which it definitely was not. I tried to appeal, but they said there’s no appeal process and until now they have not answered my emails or any phone calls. I would not work with this company again, and I have requested a refund.

  Business Response

  Date: 03/26/2025

  
  Mr. ******, 
  
  Your policy started on 12/22/2024, claim was placed on 3/21/2025.
  
  We see you spoke to Sam ****** on 3/24/2025 at 5:24pm est to cancel the policy. He noted you put him on hold and never came back to the phone. 
  
  Just to be clear, a pre-existing issue is not to put the blame on a customer. The average customer does not know what condition their vehicle is in, when something is going to fail or when it's not going to fail. 
  
  It is something that is known or unknown by the customer which is based on the start date of the policy. 
  
  
  Unfortunately the policy does not covered pre-existing issues.
  
  A inspector was even sent out to look at your vehicle and a email was sent to your informing of the report.
  
  
  "Hello ******* ******
  
  We regret to inform you that your recent claim has been denied. The decision is based on the continued operation of the vehicle despite its existing issues.
  
  The inspector's Findings at the time of the inspection are consistent with trailing and build-up of a long-term coolant seep from the left side of the engine block area. 
  The customer drove just over 1,000 miles, and with the buildup of dried coolant, it suggests they may have been driving with the leak for some time, which could have been pre-existing.
  
  If you have any questions or need further clarification, please do not hesitate to contact us.
  
  Thank you 
  American Dream Auto Protect"
  
  As a good will gesture we are willing to waive the $75 processing fee, $250 cancelation fee.
  
  They only things that will be charge is the prorate of time used and the $250 inspector fee. Which would give you a refund of $2861.25.
  
  Please let us know how you would like to proceed. 
  
  

  Business Response

  Date: 03/31/2025

  Mr. ******,
  
  
  There seems to be a misunderstanding, the inspectors that are sent out are non bias, they do not work for us, they work with us and for you the customer when needed.
  
  As stated before, pre- existing issues are not to put the blame on a customer. A pre- existing issue is something that is known or unknown and is based on the start date of the policy.
  
  Pre-existing issues are not something that lingers around the lifetime of a policy.
  
  This is unfortunate, but it is just something we do not cover per the policy.
  
  We have waived all fees possible and the only one that is being subtracted is for the inspector that came out and did their job and deserves to be paid for that. 
  
  As stated before, as a good will gesture we are willing to waive the cancelation fee of $250, processing fee of $75 and the prorated fees of the months used which would have been $163.75.

  Which are all normal fees that would apply cancelling a policy after the first 30 days from which a customer signs up.

  
  You paid $3275, we can send the $3025 back to the card on file or by check, please let us know how you would like to proceed.

  Customer Answer

  Date: 04/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:03/25/2025

  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.

  On 01/09 I was contacted by and ultimately purchased an extended warranty through **** when my warranty at the time was about to expire. During this call with the salesman (***** ******) he emphatically proclaimed the benefits, etc. vs competitors. This was comforting to hear since it felt familiar - my vehicle has had an active extended warranty through a local dealership since I purchased it over 3 years prior(which I used once, process was extremely pleasant and legit). R.M explained that there would be a 30 day "waiting" period before the warranty would be considered active; meaning, my policy wouldn't be considered "active" until Feb 8th - which I understood and agreed. I left the call feeling confident that I had made the right choice, and continued to drive my vehicle daily as I had before.On 3/11, I experienced the cars temperature behaving a little more sporadic than normal. Not "excessively over heating" but operating outside of the typical range of temp's I am accustomed to seeing given the conditions. When I arrived at home, I reviewed my warranty paperwork and set my appt. I did not drive the vehicle from that initial observation on 3/11 at all until I drove it to the shop on 3/19. After the shop did their tests, they discovered that the water pump had failed and was spewing coolant on an area that they noted upon initial visual inspection of the car. They denied the claim of the water pump saying that it was a preexisting issue??? 1. That is speculation on their end. 2. It is flatout UNTRUE. After speaking with a *** anything can be denied on the basis of "preexisting condition" therefore - this plan is useless to me and is completely opposite my expectations set by the **** I would like a full refund from Day 1. After seeing countless reviews echoing my experience, I am so glad I didn't fall for the "pay in full for a discount" play. I will never do business with **** in the future and would just like my money back for a mis***resented sale.

  Business Response

  Date: 03/26/2025

  
  Mr. ******,
  
  Your policy started on 2/8/2025 and you placed a claim on 3/20/2025.
  
  Which the claim was denied and a email was sent to you stating why. 
  
  
  "Dear ******* ******,
  
  Thank you for being a valued customer with ****************************************
  *********************, We appreciate your cooperation and patience regarding the claim you have filed.
  We regret to inform you that this claim is denied due to the issue being existed prior to
  the onset of your *************** Program (the Program) coverage. Specifically, the Water Pump, the repair in question, is disallowed pursuant to Section K, found on page 5 of
  the Program.
  As for the oil filter housing and belt, these are not listed items for coverage under the vehicle service program"
  
  
  Just to be clear, a pre-existing issue is not to put the blame on a customer. The average customer does not know what condition their vehicle is in, when something is going to fail or when it's not going to fail. It is something that is known or unknown by the customer which is based on the start date of the policy. 
  
  Not just any failure can be denied as pre-existing. 
  
  AS a good will gesture and to close out we are willing to waive the $75 processing fee and $250 cancelation fee and refund the last month paid on the policy in the amount of $141.25.
  
  Please let us know how you would like to proceed.

• Initial Complaint

  Date:03/19/2025

  Type:Customer Service 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.

  **************** is unprofessional. I called to cancel policy and was forced to deal with high pressure sales pitch and demeaning conversation for 20 minutes until my request was granted.

  Business Response

  Date: 03/19/2025

  
  Mr. *********,
  
  We are sorry to hear that your experience was less than professional.
  
  We do not want any customer to feel pressure for any reason.
  
  We do see that the policy was canceled and you will be getting your refund of $1146.25 with in 3 to 5 business days. 

• Initial Complaint

  Date:03/14/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cargo van claim Claim #******** With my current experience, I’d noted a negative stars. I had the choice with many companies but was assured by American dream agent Sam, their services were top tier . I soon found after my first small claim they are in the pratice of “ first deny until they keep trying “ first claim was direct and I was advised part wasn’t listed on coverage package ( as if every screw, motor, seal, and motor part must be in a list . After becoming aggravated and escalating my claim it was finally paid . 2 weeks out and they cover approx 3-4 days max on rental vehicle . I excused it as error until I came into my next claim . The initial denial was due to “ part listed on non claimable “ upon sending in an invoice showing the parts named in the denial were not the parts listed on the invoice repair , calling for now 2 weeks , I’m told today it was reviewed by supervisor and denial remains . I requested reasoning for second denial , the young lady ( Erika ) advises she doesn’t know it was not noted . I have now come to the conclusion this company rating is sub par. I have several nice vehicles but failed to do real research on this comisny and for this reason I’m getting what I paid for. DO NOT BUY HERE , YOU WILL REGRET. I look forward to many more denial claims as my policy extended out fir quiet a while . The message heard about warranty companies denying claims with no merit , I’ve come to believe is true herel. It has been validated and acknowledge by 3 reps I’ve spoken with that the invoice repair items and denial item do not correspond yet my denial remains . I’ve been purposely ignored by email from my originazation rep and in the last 5 business days I’ve been advised a supervisor not available during each call

  Business Response

  Date: 03/17/2025

  Mr. ********
  
  
  You have been a customer of ours since 10/25/2023, you placed your first claim on 4/24/2024.
  
  The issue was "Low voltage ground issue -
  fuel vaporizer glow plug needs to be replaced"
  
  Per the policy we do not coverage Glow plugs, as a new customer and it being your first claim we offered good will to assist. 
  
  
  Your second claim was placed on 3/06/2025 and you were sent a email that stated the reason for the denial. 
  
  We regret to inform you that this claim is denied due to the listed part not being covered under
  your Vehicle Service Program (the “Program”). Specifically, the [Belt's & Pulley's], the
  part in question, appears on the list of disallowed parts set forth in Section A, found on page 4 of
  the Program.
  
  We understand your frustration and we like to help best way we can with in the policy guide lines.

  We do see a supervisor also tried to call you back, but it doesn't seem like they were able to get in contact with you. If you would like to speak to a supervisor please call in do not email and we can get you to one.

  Business Response

  Date: 03/20/2025

  Mrs. ********
  
  Thank you for your patience in this matter, we do understand you spoke to a supervisor who was able to assist you and resolve the issue. 

   

   

  Customer Answer

  Date: 03/23/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  **** *******

• Initial Complaint

  Date:03/10/2025

  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 my policy on July 30, 2024 for a 2016 Infiniti QX80. The claim, filed by my dealership on February 28, 2025, totaled $2,679.90 and was denied on July 10, 2025, based on alleged continued operation of the vehicle despite existing issues. This decision was based on incorrect information.The denial references a service visit on October 12, 2024, where my vehicle underwent routine maintenance: oil change, radiator coolant flush (not **-related), tire rotation, and CVT fluid flush. This maintenance occurred weeks after purchasing the vehicle and months before purchasing the extended warranty. The ** system was not serviced or inspected, nor was there any indication of a pre-existing issue.The claims department appears to have mistakenly identified the radiator coolant change as Freon or ** service. Additionally, the issue only emerged during the winter when ** usage is not used in ********, making the continued operation argument irrelevant.Repeated calls to your department only resulted in representatives stating, we got this information in black and white, without acknowledging the difference between radiator coolant and ** refrigerant. Attempts to escalate the issue to management were ignored, and the one manager I spoke with on March 10, 2025, was dismissive, rude, and unprofessional.I respectfully request a thorough reassessment of my claim. The denial was based on erroneous information, and the customer service I received was unacceptable.

  Business Response

  Date: 03/11/2025

  Mr. ******************** understand your frustration, unfortunately this is a none covered claim per the policy terms.
  
  It seem as though you are not accurate in your understanding of what a radiator coolant flush is, because it is related to your ** system.
  
  A radiator coolant flush is a maintenance procedure that removes old coolant and replaces it with new coolant. This helps keep your car's cooling system clean and prevent overheating. 
  
  If this was done and your ** had no pre- existing issues there would have been no need to place a claim.
  
  Even more so due to the fact as you stated these issues only emerged during the winter when the ** system was not even in use. 
  
  Just to be clear, a pre-existing issue is not to put the blame on a customer, but it is something that is known or unknown by the customer.
  
  As a good will gesture and to close out, since the policy was already canceled on 3/10 and your monthly payment of $158.94 was made on 3/6. We are willing to refund that last payment of $158.94 back to the card on file.
  
  We do see that the $75 processing fee and $250 cancelation fee was already waived to assist you.
  
  Please let us know how you would like to proceed.