ComplaintsforDealer Loyalty Protection

• 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.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dealer Loyalty Protection is supposed to be there in your time of need. They do everything in their power not to assist in a claim. They lose faxes. They schedule appointments to view your vehicle so far in advance, leaving you without a vehicle, and then deny the claim. I am not sure why this company is allowed to be in business. My fault for not looking at the reviews. ALL NEGATIVE REVIEWS. ****** in the cancellation department refused to forward my complaints to her manager and refused to give me her name. She yelled at me and hung up the phone.**** the Director X143 says it is my fault because they didn't get any information and I have proof of a fax with time and date stamp.

  Business response

  02/09/2023

  Appointments are scheduled through an independent inspection agency, which is based upon their availability.  No inspector can be dispatched without a verification of tear down and the repair facility's location.  Efforts were made to get in contact with the shop, with no response.  Once we received contact from the shop, the repairs had already been completed - without obtaining authorization.  *** service advisor verified that the authorization to complete the repairs were given directly from the customer.  Without prior authorization from Dealer Loyalty Protection, no benefits can be disbursed on a policy.

• Initial Complaint

  12/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchase this purchase this service (gap coverage) at the time. I had a total loss on l September 15 my insurance paid out on October the gap company has yet to pay the finance company. Which has incurred me to be charge two extra months without a car and making payments.

  Business response

  01/05/2023

  Hello,

  I will research and someone will call you right away...

   

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

  CEO

• Initial Complaint

  08/29/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Yes they told me to add the gap insurance to my car but when I saw that it wasnt doing me any good I call them and ask them to take it off I went on line and they still want cancel still having me to pay when I have cancel it I am getting tired of keep calling now they want answer the phone.

  Business response

  09/10/2022

  Hello, 

   

  We are not a seller of coverage, you did not transact with us when you purchased your vehicle or added this coverage. We are only the administrator of claims. If you please provide your contract number, when you purchased coverage and where your purchased coverage we will be happy to assist you with your cancellation from your seller.

   

  Thank you

   

  Dealer Loyalty Protection

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was promised a refund for early payoff on vehicle my contract states the check will be mailed and received in 60 days from the lean holder to the gap insurance holder it was 75 days and I called multiple times and was told my check was mailed only to find out they never mailed then when mailed after 75 days they sent to wrong Address however my correct address is listed on my contract smh. This company is so unprofessional and a total fraud and needs to be investigated. For taking consumers money.

  Business response

  09/10/2022

  Hello,

   

  We are not a seller of any kind. We are only the administrator of claims. If you let us know where you purchased your coverage we will be happy to assist you in cancelling your coverage with your seller. Please let us know your contract number, what kind of coverage you have and where your purchased so we may assist.

   

  Thank you

  Dealer Loyalty Protection

*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. ↩