ComplaintsforDealer Loyalty Protection

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Absolutely disgusting service.I was supposed to receive a check in the mail for the warranty on my car. It has been over 2 weeks - I have received no correspondence, no mail, no anything. My claim adjuster has not responded to me in 3 weeks. I have been contacting another person who provides me with no assistance. I was just on the phone with him and he said he had to get on a call with the *** and just hung up on me.

  Business response

  08/01/2024

  Thank you for taking the time to leave a review on your experience with us. We would kindly ask you to provide us with your claim number so that we can further assist you in the trouble you are having.

  Thank you, 

• Initial Complaint

  07/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I followed Dealer Loyalty Protection's protocols for reimbursement and they claimed I did not. I called prior to taking my vehicle to TESLA for service. The *** rep told me to take the car and ***** will provide me an invoice, in which I needed to pay, and submit the invoice for reimbursement for the items the warranty would cover. I was never told that I needed and email confirmation prior to taking my car in for service. After I received the invoice, paid for it, and submitted my invoice to ***********************, Claims Director, they denied my claim. I submitted my claim to several members of *** and they refused to respond to multiple emails and calls. I have the emails, but the system will not allow me to add them or the invoice. If there's an email address I can use, I can forward you all correspondence. I am very disappointed with the customer service as they appear only to want to collect the money and not provide the services of the warranty.

  Business response

  07/16/2024

  Thank you for your complaint and/or review regarding your issue with us here at DLP. We truly appreciate the feedback and welcome your thoughts and input. As you may or may be aware, the Better Business Bureau (BBB) is not a government agency, has no oversight or control over our decision and the most the BBB is able do for you is post your complaint online specific to their own website. The BBB is a private business who asks for us to pay them a fee to respond to your grievance which we will not do.
  
                 If you are reading this and thinking about filing a BBB complaint, please call us first to discuss your frustration and see if we can assist you because once you make the decision to post a one-sided narrative on the BBB website, we will no longer engage you or be willing to discuss the matter whatsoever. Even if you contact us with a grievance, this does not mean we will always have a resolution however what we can guarantee is that we will make sure we are accurate to the letter of the contract and that you are fully informed as to how a decision was made.
  
                 We can not make 100% of the customers happy 100% of the time but to reiterate, we will absolutely make sure that we have properly adjudicated any claim, properly handled any refund and properly responded to any complaint you have made if you contact us directly.
  
                 Thank you in advance,

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was totalled, The company Dealer Loyalty Protection was the holder of my Gap insurance policy. I immediately contacted the company and was informed that I needed to wait for the insurance company of the other driver to file a claim. The insurance company then came back with a settlement of $16,331.04 I sent all of my paperwork off the Dealer Loyalty Protection at which time was informed that it would take 4-8 weeks to process. They came back just over 4 weeks later with a settlement offer of just $839.79 which leaves me $1455.25 short on a policy that i was told if my vehicle ever gets totalled would cover anything above and beyond what the insurance covered. I paid over $950 for this policy and they are not even covering what I was charged for said policy. I would like to have this company reviewed as I see that they have done this to a lot of people and they need to be held accountable. I just want what I was promised.

  Business response

  06/17/2024

  To whom it may concern, 

  While we can understand and appreciate your frustration surrounding the outcome of this claim, we are uncertain as to what specifically you are disagreeing with or perhaps not fully understanding of. Could you elaborate as to what you are specifically contesting on the outcome of your claim?

  
  Thank you, 

  Customer response

  06/17/2024

  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.
  
  Regards,
  
  ***** ******

• Initial Complaint

  06/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid off my car loan w/ Flagship Credit and they told me to cancel with Dealer loyalty and i did so back in December of ********************************************************************************************************** a refund check.

  Business response

  06/17/2024

  To whom it *** concern, 

  Would you kindly provide us some clarity surrounding your complaint? Are you still waiting on a refund check for a policy you cancelled?

  Thank you, 

  Customer response

  06/17/2024

  
  Complaint: 21816926
  
  I am rejecting this response because:
  
  Yes I cancelled the policy in December of 2023 and we half way thru this year 
  
  Regards,
  
  ***************************

  Business response

  06/28/2024

  To whom it may concern, 

  Did a representative in the cancellations department reach out to assist you this past week?

   

  Thank you,

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In March 2023, GAP coverage was purchased for 2017 ******** S ****** In January or February 2024 a gap claim was filed due to total loss of the vehicle. The company does not want to pay the total amount of the claim by over ********. The manager, *********************, initially stated the entire claim would not be paid due to my insurance not paying the sales taxes. After confirming with *** that was a false statement, it stated my insurance company payment was too low in comparison to Dealer Loyalty estimated value of the car and I should go back to my insurance. After weeks of trying to understand why the entire claim was not covered since the purpose of GAP is to cover the difference, I was told Dealer Loyalty as the administrator has the right to use regional comparisons (highest comparisons) and not pay the difference if they felt the insurancecompany should have paid more. The insurance comparisons for the car in my state were aligned with the insurance's settlement. After GAP coverage I am still having to pay thousands to satisfy this debt. The team at this company is quite rude and I would recommend dealerships to stop selling GAP coverage through Dealer Loyalty.

  Business response

  06/03/2024

  To whom it may concern, 

  
  When adjudicating a GAP claim we have to go by a proper valuation of the vehicle. It appears that your insurance company (****) valued your vehicle using a Carfax report. Under the terms of your terms of your policy: "ACV will be determined using the BEST information available to the GAP administrator, which accurately reflects the retail value of the covered vehicle and is customarily used as the basis for establishing ACV for covered vehicle in the territory of the covered vehicle location." It is our stance that your primary insurance company vastly undervalued your vehicle in the amount of $2,826.86. There was a vehicle service refund for $3,077.86. A customer service pack deduction for $799.00, Interest after your date of loss for $185.88, and a conditional adjustment made by your primary insurance for the amount of $185.00. All of the listed deductions lead us to issue to a check to your lienholder for the amount of $6,939.55.  We hope this provides you clarification to the matter.

  Thank you,

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty from Dealer Loyalty Protection (DLP) on December 18, 2020 for $4,000.05. When I filed a claim on January 12, 2024, #FIE00045879, with Dealer Loyalty Protection they denied the claim because they said that I reported the incorrect mileage of the car at the start of the contract, therefore they would not pay ****'s European ****************** for services rendered. My original contract with Dealer Loyalty Protection is valid until January 31, 2025. DLP has said that I reported the incorrect mileage at the start of the contract but never informed me of this error and they continued to accept monthly payments for the warranty. Although DLP has said that they have never paid a claim to me, they have paid claims in the past for $1,356.56 on April 13, 2021 at a local Porsche Dealership of *****.

  Business response

  04/25/2024

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

  An adjuster will be reaching out to you shortly surrounding this matter.

  Thank you, 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  PLEASE PAY LEINHOLDER FINAL BALANCE OWED. SEE ATTACHED ALSO, CANCEL ALL OTHER COVERAGES AND APPLY TO BALANCE, FURNISH CHECKS TO ME.

  Business response

  03/27/2024

  Thank you for your complaint and/or review regarding your issue with us here at DLP. We truly appreciate the feedback and welcome your thoughts and input. As you may or may be aware, the Better Business Bureau (BBB) is not a government agency, has no oversight or control over our decision and the most the BBB is able do for you is post your complaint online specific to their own website. The BBB is a private business who asks for us to pay them a fee to respond to your grievance which we will not do.
  
                 If you are reading this and thinking about filing a BBB complaint, please call us first to discuss your frustration and see if we can assist you because once you make the decision to post a one-sided narrative on the BBB website, we will no longer engage you or be willing to discuss the matter whatsoever. Even if you contact us with a grievance, this does not mean we will always have a resolution however what we can guarantee is that we will make sure we are accurate to the letter of the contract and that you are fully informed as to how a decision was made.
  
                 We can not make 100% of the customers happy 100% of the time but to reiterate, we will absolutely make sure that we have properly adjudicated any claim, properly handled any refund and properly responded to any complaint you have made if you contact us directly.
  
                 Thank you in advance,
                 Rich B********* CEO

  Customer response

  04/03/2024

  [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,
  ******* *****

   

  seSEE ATTACHED PLEASE FILE CLAIM FOR TOTAL LOSS 150$ CLAIM NO********

• Initial Complaint

  03/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a *** Policy from Dealer Loyalty Protection Protection in 2021 and my vehicle was paid off early in 2023. I have been requesting my full refund since December of 2023. *************************** and employee at Dealer Loyalty Protection has been evasive, rude, hun up on me and has avoided my request for my refund. I have requested a break down calculation (as I know the exact amount I am to receive based on the term of the *** coverage) from the Dealer Loyalty Protection and no one has answered or sent the correct amount of my refund to my previous Lien Holder *****************. I have a copy of my original contract and the amount Dealer Loyalty has only sent a refund to ***************** in the amount of $69.80, which is incorrect and not the full amount. When I called DLP and spoke to ***************************, and explained the amount sent is incorrect and requested the full amount of my refund, and told him DLP is beyond the ************************** the *** Policy time frame to refund, he was rude, told me I would receive a second check refused to tell me the amount, the calculation as well as when I would receive the remainder of my refund and hung up on me. I reached out to multiple Managers and employees after my phone conversation with *******, most recently Friday, March 2, 2024, including DLP's **************** and have received no response. I from the numerous complaints I'm finding on the internet as well as with the BBB, I see that this is not an isolated incident and the business practices of Dealer Loyalty Protection are fraudulent and illegal with regard to the Consumer and Consumer Law Practices. Please investigate and assist me in obtaining my full refund from Dealer Loyalty Protection. Regards, *************************

  Business response

  03/07/2024

  Thank you for your complaint and/or review regarding your issue with us here at DLP. We truly appreciate the feedback and welcome your thoughts and input. As you may or may be aware, the Better Business Bureau (BBB) is not a government agency, has no oversight or control over our decision and the most the BBB is able do for you is post your complaint online specific to their own website. The BBB is a private business who asks for us to pay them a fee to respond to your grievance which we will not do.
  
                If you are reading this and thinking about filing a BBB complaint, please call us first to discuss your frustration and see if we can assist you because once you make the decision to post a one-sided narrative on the BBB website, we will no longer engage you or be willing to discuss the matter whatsoever. Even if you contact us with a grievance, this does not mean we will always have a resolution however what we can guarantee is that we will make sure we are accurate to the letter of the contract and that you are fully informed as to how a decision was made.
  
                We can not make 100% of the customers happy 100% of the time but to reiterate,we will absolutely make sure that we have properly adjudicated any claim,properly handled any refund and properly responded to any complaint you have made if you contact us directly.
  
                Thank you in advance,
                ***************************, CEO

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have an Infiniti Q60 with an extended warranty denying me coverage of an issue that an Infiniti dealership found that should fall under my warranty coverage. I purchased an exclusionary coverage with my car and was told it covers everything on the vehicle other than wear and tear items. The issue with the vehicle is coolant mixing with engine oil which an Infiniti dealership found to be due to a component failure of "metal porosity" however Dealer Loyalty Protection (my extended warranty) is blaming the issue on "lack of maintenance". The manufacturer of the car themselves disagree with this decision as maintenance was not the issue but rather a component failure.

  Business response

  02/23/2024

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

  We can appreciate your frustrations surrounding the outcome of your claim. However, you, yourself made a statement that you would "top off coolant every morning." Our inspector found a buildup of sludge and varnish in your engine proving that this failure wasn't in fact a sudden mechanical failure but rather a long-term failure in which the vehicle was continuously driven until its present state of failure. Naturally, if you have any type of contradicting evidence to this decision, we will happily reopen and review this claim once again. 

  Thank you

  Customer response

  02/23/2024

  
  Complaint: 21292954
  
  I am rejecting this response because:
  The sludge and varnish present in the engine is due to the severity of the issue which is what prompted me to get the car examined. I had only stated that I had needed to top off coolant in the morning in order to drive the car to the Infiniti dealership in which their specialists concluded the issue to be a component failure which is allowing coolant to mix with engine oil due to metal porosity causing the sludge and varnish that is present. The car is still drivable however continuing to drive it like this would cause the engine to inevitably fail. In conclusion as I stated before the issue falls under component failure due metal porosity which is covered in my exclusionary warranty.
  
  
  Regards,
  
  *************************

  Business response

  03/07/2024

  Thank you for your complaint and/or review regarding your issue with us here at DLP. We truly appreciate the feedback and welcome your thoughts and input. As you may or may be aware, the Better Business Bureau (BBB) is not a government agency, has no oversight or control over our decision and the most the BBB is able do for you is post your complaint online specific to their own website. The BBB is a private business who asks for us to pay them a fee to respond to your grievance which we will not do.
  
                If you are reading this and thinking about filing a BBB complaint, please call us first to discuss your frustration and see if we can assist you because once you make the decision to post a one-sided narrative on the BBB website, we will no longer engage you or be willing to discuss the matter whatsoever. Even if you contact us with a grievance, this does not mean we will always have a resolution however what we can guarantee is that we will make sure we are accurate to the letter of the contract and that you are fully informed as to how a decision was made.
  
                We can not make 100% of the customers happy 100% of the time but to reiterate,we will absolutely make sure that we have properly adjudicated any claim,properly handled any refund and properly responded to any complaint you have made if you contact us directly.
  
                Thank you in advance,
                ***************************, CEO

  Customer response

  03/16/2024

  
  Complaint: 21292954
  
  I am rejecting this response because:
  I have already contacted your company regarding the situation only to be delayed multiple times in resolving it. The Infiniti specialist who initially reached out to you stated when explaining the situation over the phone they would be hung up on multiple times.
  

  Your company/adjuster is stating that due to the sludge and varnish present the issue is due to a lack of maintenance however as I as well as the Infiniti specialists have explained multiple times this is solely due to engine oil and coolant  being allowed to mix at an accelerated rate due to a component failure found to be metal porosity. 
  

  At no time did the Infiniti specialists and mechanics find any fault in a lack of maintenance and this decision was only made by your adjuster. Below is a link to other people who have had the exact same problem as me and was able to get it resolved with their own warranty company who honored their contract. I understand BBB cannot enforce you to make a decision but I ask that you take a look and make the correct decision.
  

  **************************************************************************************
  
  
  Regards,
  
  *************************

  Business response

  03/27/2024

  Thank you for your complaint and/or review regarding your issue with us here at DLP. We truly appreciate the feedback and welcome your thoughts and input. As you may or may be aware, the Better Business Bureau (BBB) is not a government agency, has no oversight or control over our decision and the most the BBB is able do for you is post your complaint online specific to their own website. The BBB is a private business who asks for us to pay them a fee to respond to your grievance which we will not do.
  
                If you are reading this and thinking about filing a BBB complaint, please call us first to discuss your frustration and see if we can assist you because once you make the decision to post a one-sided narrative on the BBB website, we will no longer engage you or be willing to discuss the matter whatsoever. Even if you contact us with a grievance, this does not mean we will always have a resolution however what we can guarantee is that we will make sure we are accurate to the letter of the contract and that you are fully informed as to how a decision was made.
  
                We can not make 100% of the customers happy 100% of the time but to reiterate,we will absolutely make sure that we have properly adjudicated any claim,properly handled any refund and properly responded to any complaint you have made if you contact us directly.
  
                Thank you in advance,
                ***************************, CEO

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the extended Warranty from ****************** at the time of my purchase, Sept 16th, 2023. My vehicle broke down on Nov 19th, 2023 (blown motor). They denied my claim based on oversized tires, which were on when purchased, and lack of maintenance. I had only had the truck for two months. They claimed the lack of maintenance proof was that the oil was black and had metal. The motor failed, and that is why the oil was dirty. I tried to call several times and got nowhere. They won't even send me the report.

  Customer response

  01/24/2024

  ******************** 

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

  Business response

  01/30/2024

  Hope you are doing well.  We received the attached complaint.  Although this is a dealer that does sell our service contracts, the one in question is for another administrator that this dealer also works with.  I have attached a copy of this customers contract and you can see that the administrator is not ******************, but rather Dealer Loyalty Protection.  Can we get this complaint moved to their profile?
  
   
  
  Thanks!
  
   
  
  ******

  Business response

  02/06/2024

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

  We were able to locate your claim. Regarding the issue surrounding your vehicle having oversized tires, you would be eligible to receive the policy benefits had the appropriate surcharge for your vehicle's modification been checked off and applied. We would recommend contacting the selling entity in which you purchased this policy surrounding that. Regarding the inspection report, we do go by the inspectors' findings as we do not have the benefit of being onsite to view your vehicle. 

   

  Thank you. 

*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. ↩