ComplaintsforDealer Loyalty Protection

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fraud warranty issued.

  Business response

  01/17/2024

  To whom it may concern, 

  We can appreciate your dissatisfaction towards the decision made on your claim. In response to your accusations of our employees, it is worth stating that all of your requested information was issued to you in an efficient manner. Our inspector went out to view your vehicle and made the determination that your vehicle's failures were pre-existing to the purchase of your policy. This report is what caused to deny your claim. If you any information to provide us that would contradict this decision, we would be happy to ******* and review your claim. 

  Thank you, 

  Customer response

  02/02/2024

  
  Complaint: 21155547
  
  I am rejecting this response because:

  
  I am deeply disappointed by the unprofessional behavior of your representatives. During claim discussions, they were rude, disrespectful, and even went so far as to hang up on me multiple times and laughing at my expense knowing I was a woman and had no transportation for  more than one month . Following the initial denial, my emails were blocked until I began sharing reviews, then I was  threatened that my warranty would be canceled if I didnt remove my reviews which is not indicative of a reputable company. This experience has left me questioning the integrity of your operations. I urge you to address these concerns promptly.

   I provided the inspection report that clearly indicates no pre-existing conditions, as confirmed by the Porsche mechanic too.Despite this, the claim was denied again without  any reconsideration . Im puzzled about what additional information is required!

  
  This experience feels like a scam, and I am reaching out to BBB in the hope that you can help customers like myself from being cheated. I urge you to conduct a thorough investigation into Dealer Loyalty Protections practices and consider taking action to prevent further instances of this nature. The company is a SCAM operating under a P.O. Box number in ********** somewhere! 
  
  
  I have not received any refund or resolution for my claim, my  car remains unrepaired  despite providing a clean inspection report of no pre existing condition certified by the mechanic at ****** . This lack of response and action is highly distressing and causing anxiety.  I urge you to address this matter promptly.
  
  
  Regards,
  
  ***********************

  Business response

  02/14/2024

  Ritkia,

  We have responded to your complaints on multiple forums. As previously stated, we sent an inspector out to view your vehicle. The inspectors' findings were that the repairs requested were long term failures and preexisting to your recent policy purchase date. We understand it is an unfavorable outcome and do look forward to being able to assist you in any new claims moving forward. 

   

  Thank you, 

  Customer response

  02/17/2024

  
  Complaint: 21155547
  
  I am rejecting this response because:
  
  I am writing to seek clarification on a matter of concern regarding the recent denial of my warranty claim.
  
  It was alarming to hear the suggestion that the car inspection I provided is deemed fake. I obtained the warranty immediately upon purchasing the Porsche, and according to its terms, the vehicle completed 1000 miles without any reported issues. The low mileage is attributed to its use solely for leisure purposes, and I firmly disagree with the classification of a pre-existing condition.
  
  My intention is to pursue my complaint further, especially considering that *******************, the warranty company, has indicated that the claim should not have been denied. During a conversation with one of your representatives, the explanation given was a refusal to work with *******************, not a confirmation of a pre-existing condition.
  
  It seems to me that the denial of the claim is more related to Dealer Loyalty Protection's reluctance to accept claims from *******************, rather than an actual pre-existing issue with my car.
  
  I would appreciate urgent clarification on this matter to ensure a fair and accurate resolution.
  
  Thank you for your prompt attention.
  
  
  
  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

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a truck and had the warranty added to my loan for $4000 on 10-14-2023. I was told by the car lot if I didn't buy the warranty the moment I leave the car lot that any repairs are on me. If I purchased the warranty I have 4 years or ****** miles where the warranty place will pay for repairs minus the $100 deductible starting that day. After a couple days the airbag light came on. The truck also wouldn't start unless the key was turned multiple times. I brought my truck to a certified Ram mechanic at Lithia Auto Stores ************. After an inspection done by a Lithia mechanic multiple items need repair. The driver door switch and door module needs replaced $738.54. The park brake shoes and hardware replaced $1,556.88. The WCM/ignition switch needs replaced $1,029.96. Blinker replaced $189. A wire that is improperly installed in the fuse box properly connected and not shoved into a fuse spot that has a fuse $189. other concerns too. I had ****** send me a quote to fix all the problems they found and was told with diagnostics and to fix all the problems they found would be $4482.00 after tax and that is what ****** submitted my warranty claim for. Dealer Loyalty Protection required a mechanic inspector to verify the work needed done and this was done. Dealer Loyalty Protection decided not to honor the contract and refuses to pay for any repairs. The person I spoke to at Lithia Auto Sales is ******************************* assistant servic manager direct # ************ main # ************. Please contact ****** to verify amount of claim and Dealer Loyalty Protection refusal of claim. I feel I have been scammed. Dealer Loyalty Protection sells warranties for used vehicles but Doesn't honor the waranty. I want dealer Loyalty Protection to honor the warranty I paid for and pay for the repairs.

  Business response

  11/14/2023

  Sir, 

  Can you provide us with a claim number so that we may review and assist you with this?

  Thank you, 

  Customer response

  11/15/2023

  
  Complaint: 20855563
  
  I am rejecting this response because: The claim # is C00610202385808. I did not have problems starting the truck when i was at the dealership.I purchased a waranty and even the blinker being fixed was denied. 
  
  
  
  Regards,
  
  *********************

  Business response

  11/22/2023

  According to the notes in this policy, the claim was filed 6 days after the vehicle was purchased and travelled a mere 54 miles. ** you have information to contradict these findings, we would be happy to put this claim in a 2nd review. Please advise.

  
  Thank you, 

  Customer response

  11/27/2023

  
  Complaint: 20855563
  
  I am rejecting this response because: I had no problems starting the truck at the dealership. I was told there were no mechanical issues when i bought the truck. After having the truck a couple of days I had problems with the truck starting and brought it to a mechanic. My warranty started the day i paid for it. I am within the warranty time period and my claim should have been honored. I had to pay for repairs that should have been covered. I have gone to the dealership and asked for a refund on the warranty. the dealership said they will get me a refund. I have not received a refund yet.  
  
  
  
  Regards,
  
  *********************

  Business response

  12/04/2023

  You would have to contact your dealership for the status of your cancellation refund. That process is through them we do not have any information to provide you on it at this time. 

  
  Thank you

  Customer response

  02/22/2024

  
  
  I submitted a complaint against Dealer Loyalty Protection case # ********. I asked for a refund since this company is a complete scam and doesnt honor the warranty. Dealer Loyalty Protection said I had to go through the dealership to cancel/refund. I went to the dealership and was told I would get a refund and it would go to OCCU towards the principal of my loan. I started calling the dealership to find out why I hadnt received the refund after a few days. I received a text message from the dealership saying it could take up to 10 weeks to get my refund. This case with Dealer Loyalty Protection was closed because I was told I would get my refund. It has been more than 10 weeks. The dealership says they are waiting for Dealer Loyalty Protection to send the money and doesnt know why they are dragging. The dealership says their is nothing they can do. Please open this case.

  I had tried to use the warranty. I only had the truck 6 days and driven 54 miles when the claim was made. Dealer Loyalty Protection denied the claim so I asked for a refund. Dealer Loyalty Protection said I had to go through the dealership for the cancellation and refund. I did this and was told by the dealership the refund would go to the lending agency. After a few days I started to call the dealership because I hadnt received my refund. I received a text message from the dealership stating it could take up to 10 weeks. I called the lending agency and was told it could take up to 8 weeks. During this time my case was closed because I was waiting for a refund that I thought I was getting. I have text messages from the dealership salesman stating they sent the cancellation and are waiting on Dealer Loyaty Protection to send the refund. I have called Dealer Loyalty Protection and been told they havent received any cancellation. Please open this case so I can respond I have gone to the dealership and asked for a cancellation but I still havent received a refund.
  

  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

  10/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Opted in for GAP insurance, GAP refused to pay the difference owed to the bank after the vehicle was totaled. The total loss was not my fault. This company is a scam, and I would like the amount owed that was insured.

  Business response

  10/30/2023

  ******,

  We would like to assist you in this matter. Please provide us with your claim number or VIN number as we do not have any information in our system for a claim under this name. Perhaps it was filed under a different name in which case we would be happy to assist you in the resolution of this matter.

  Thank you

• Initial Complaint

  08/30/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Bought a 2016 **** 500x from ******** out of ********** ** in February of 2023.April 25th of 2023 above stated vehicle was stolen.June of 2023 *************** declared the vehicle as a total loss and paid off the value of the vehicle. It is now August 30th of 2023 and I am still having to pay the finance company because the dealer loyalty protection company is not handling their end. I sent them the information they have requested and now can not get a return response from this company.

  Business response

  09/06/2023

  The final document to process the claim was received on August 18, 2023.  With any claim, the time frame is within 90 days for review/payment/closure.  The claim was processed on August 31, 2023, in which he was contacted for a signature in order for the claim to be paid and closed.
  At this point in time, we are still missing the customers signature and cannot finalize the claim until that is received.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  they never answer my calls they put me trough so much stress sending me back and forth to my mechanics and did everything they could to not pay claim, my estimate is over $10,000 dollars for a new engine and they only want to pay $ ***** on a Dodge Ram hem-my engine.

  Business response

  08/24/2023

  Through the parameters of the policy that the customer signed, she is set to be reimbursed the maximum amount allowed.  The check has not been sent, as we are still awaiting proof of repairs/customer payment to be completed.

  Once the customer has provided the proper supporting documentation, a check will be issued to the customer.

  This has been communicated multiple times to the customer, by multiple adjusters.  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company is should be put to prison Total. Scammers no responsibility towards Customers lousy people disrespectful Cancel my contact with them

  Business response

  06/08/2023

  We need more information so that we can provide the proper service/response.  We do not show any records of the named calling in or emailing us.  Please provide more details.

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I pay for this service for my car monthly. I got a scratch and I went to fix it on 3/4. They do not open on saturdays so on Tuesday 3/7 I called and I was told it would be processed once I emailed my invoice which I did that same day. I followed up 3/9, no response, Followed up 3/30 on email no response. I decided to call 3/31 – my claim had not even been input into the system. They said they would put it. I called 4/10 my claim still has not been input into the system even though they said on 3/31 that they would. It has been over a month and nothing?? It’s a service that I am paying for the only reason I couldn’t call them beforehand is because they do not open saturday and I work and could not get my car fixed on a weekday.

  Business response

  04/12/2023

  We apologize for any frustration this has caused.  Our Claims department has since spoken with customer and ensured the check was sent out as per her request.

  Customer response

  04/12/2023

  [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

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I bought out the lease for my 2017 Buick Encore on 12/5/2020 from *******************, the dealer added the attached Dealer Loyalty Protection *************** Agreement (***) to my invoice at the additional cost of $3,495, covering the next ****** miles or 48 months. My mileage at the time of purchase was ******, so the agreement covered me until the sooner of 12/5/2024 or ****** miles. ******** that Buick-GMC dealer apparently sold the business, and the new Buick dealership on that site says they are not responsible for this type of agreement sold by the previous dealership on site. The new dealership suggested calling the *** warranty providers to see how they will now service my car. My present mileage is ****** so I am still entitled to coverage. To resolve a new problem with my car, I have called *** agreement tel # ************ a number of times, but only reach a recording, and when I am given the option if a call back, the return call has no one on the other end - just silence.I want a refund of the $3,495 I paid for the *** service agreement through the former ****** Buick dealer, based on my experience and seeing multiple posts online complaining that *** is a scam. I do not believe that the company, if it even exists, will service my car properly, or at all.

  Business response

  04/07/2023

  Thank you for your concern.  We have since spoken with the customer and offer her a different location where her vehicle will be serviced accordingly.  She has made an appointment and we look forward to satisfying her initial complaint.

  Customer response

  04/07/2023

   
  Complaint: 19875751
  
  I am rejecting this response because:
  Although ***************** from the Dealer Loyalty Protection company did call me yesterday,he blamed their frustrating dead-end telephone call center, and their lack of response to my earlier calls, on an office fire.  When I mentioned there was a stream sof complaints from their other contract purchasers going back years, he again referenced this office fire. 
  ***** informed me that ******************, at ************, would honor my policy, and he referenced several employees there including ****. I quickly received a call from **** and I told him that my check engine light was on.  **** said they would assess the cause and take care of any covered repair (after my deductible). He set me up with an appointment.  
  But wait, I said, would there be any fee to bring my car in? Then **** said yes, the fee is $194 to assess the reason the light is on, on top of any repair costs if it was due to uncovered repairs. 
  
  I had already made an appt elsewhere and will speak with them,  to see if they charge a similar assessment fee - and will call **** back on Monday. 
  
  My research says the check engine light may be from a failing catalytic converter which is part of emissions system) or fouled spark plug or faulty spark plug, oxygen sensor or mass airflow (MAF) sensor.   
  I know the Service Agreement excludes wear and tear items such as exhaust system, spark plugs, tires, battery etc. 
  I am reluctant to assume a new debt of $194 to find out from Shawns associate ****, that the repair will or will not be covered. 
   
  
  
  Regards,
  **********************;

  Business response

  04/19/2023

  we do apologize for the inconvenience this has caused.

  the company did contact the customer and did get this rectified.  

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint due to the car warranty breaching policy when their is claim.Dealer Loyalty Protection warranty is failing to repair electrical issues with car 2012 Chevy Equinox due to the negligence in contracting out *** ****** ****** to do a battery jump on January 25,2023.In Jumping the car improperly it has caused damaged to electrical system in the car.Because of the improper jumping of car battery the airbags will not deploy,everything controlled by electronics in the car not working.Note i have witnesses for statement to consider during investigation and as more documents come available i will provide.

  Business response

  02/09/2023

  This is failure due to a user error, in this case by the tow truck driver. This was filed as an inquiry because this customer has no legitimate basis to file a claim through their warranty. There was no mechanical failure or breakdown and these are repairs needed are due to an improper jumping of the vehicle. Each tow facility used by Roadside is independently certified and insured. Any damages to this vehicle as a result of improperly jumping the vehicle, would not be covered under this policy. We have advised the customer the proper actions to take and it would be on the towing facility.

  Customer response

  02/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:This is not a failure due to user in this case calling the the warranty policy enforced and card provided which i will provide which i requested roadside assistance per policy enforced.Further this was filed due to Dealer Loyalty Protection contracting out with *** ****** ****** to provide roadside assistance relating to a battery jump to vehicle which was done improperly and caused damage.By Dealer Loyalty Protection.Claimant customer has legitimate basis to file a claim through thier warranty which is enforced and a monthly payment made.Further claimant/customer was advised to file a claim through the enforced policy.I have an invoice there was mechanical failure and breakdown and repairs were required due to incompetent and improper jumping of battery on the vehicle.Each tow facility used by roadside assistance is contracted out as part of policy that is enforced.The damages to vehicle as a result of improper jumpin of battery to the vehicle is covered under this policy warranty which is enforced due to mechanical breakdown.Delaer loyalty protection provided wrong advise they are negligent and liable due to enforced policy.Documents are forthcoming to complete this investigation.I request a violation and corrected action taken an i want their full provision and bond and insured for breaching policy
  
  
  
  Regards,
  
  ***** *****

  Business response

  02/14/2023

  There is nothing we can do for you with this, we dont dispatch the tow drivers we work wirth a third party who coordinates this for you. Please talk to the tow company and see if they can help.

• Initial Complaint

  01/31/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased intel / gap coverage 10-13/22 from ******* for my Bently. They denied fixing my car as of 01/28/23, my car has been in the shop since 12/27/22. I reported the issue 12-19/22.

  Business response

  02/09/2023

  We were first made aware of this situation and to start a claim on 1/24/2023. Additionally, this claim was denied (with Integrity’s approval) being deemed a preexisting condition. This vehicle has travelled a mere 241 miles since the purchase of their policy and are requesting an entire cooling system replacement. See attachment with the detailed notes explaining the timeline of this denial.  

  Customer response

  02/10/2023

  
  Complaint: ********
  
  I am rejecting this response because: my coverage was for 48 months or 48,000 miles which ever comes first. I have a lawyer and the contract was not rendered/ honored. Please review policy before you assume I’m wrong.
  
  
  
  Regards,
  
  ******* ********

  Business response

  02/14/2023

  Your attorney was advised by our general council that you are having a temper tanturm and the claim is denied for just cause. Please see your dealer for a cancellation or to fix your issue. There is nothing we can do to assist you. Following through on threats to slander us online will not be tolerated and we will respond accordingly if this continues to occur. The claim is denied and will not be overturned.

*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. ↩