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:04/02/2025

  Type:Product 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 extended warranty from Palmer (contract #AAPL-114403/account #****************. According to their handbook I could cancel at any time and file for any refund due less any services I had used. I paid on this agreement but decided to cancel when a friend who was also paying on her plan to the same company never received payment for the repairs to her vehicle. I called Palmer to cancel the warranty and stop the monthly payments on 08/14/2024, after seeing the trouble she had in even talking to anyone and not getting the service promised. I was instructed on what info to send to Palmer in order to receive the refund due me. I immediately sent all of that information in to them. I have called every 2-3 weeks, spoke to ****** with a bad attitude each time, but still have not received my refund. I was initially told that it could take up to ***** weeks to receive a refund, not counting weekends and holidays. It has been 8 MONTHS since I was told a check was being processed!! Every time I call they tell me that they send checks out on Fridays. STILL NO CHECK! I think that this company is a skam and I will never get a refund back from them.

  Business Response

  Date: 04/02/2025

  Thank you for bringing this matter to our attention, and we sincerely apologize for the delay in processing your refund. We understand how frustrating this experience has been for you, and we truly regret any inconvenience it has caused.
  After reviewing your account, we can confirm that your prorated refund of $455.48 has been processed and mailed. Please allow 3 to 4 business days for delivery. If you do not receive it within this timeframe, please reach out to us directly, and we will be happy to assist further.
  We appreciate your patience and the opportunity to resolve this matter. If theres anything else we can do, please dont hesitate to contact us.

  Customer Answer

  Date: 04/11/2025

  This is to officially inform you that I received a check from Palmer Administrative Services (MB Administrations Holdings, LLC / *******************************************************) for $455.48 regarding their (my) account **********.  Although this is far less than the $1000 I anticipated, this amount will satisfy this issue.

  
  

  Thank you very much for your assistance. I am waiting for the check to clear.

  
  
  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:03/29/2025

  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.

  THIS COMPANY IS NOTHING BUT A SICK *********** My car has been stuck at a shop needing a new transmission for over 5 months & now the ** wants it towed off property until i can figure out a solution to the situation that Palmer has put me in. The shop, my mother, & I have all spent COUNTLESS HOURS (we should be compensated for in some way) trying to reach a claim *** but all we get is elevator music until eventually getting disconnected. This is the third warranty I've had for this ********* literally night & day comparing this one to the others. They did reach out to me (red flag #1?) & the other warranty had just run out so after spending well over an hour discussing the company & plan options with the *** all seemed legit so i set up a policy- definitely failed to mention that apparently their TX licensing had actually expired almost a year prior...(red flag#2?) They happily took our money each month & then my transmission went out out on me. The shop contacted Palmer to start a claim & an adjuster was promptly sent out to verify what work needed to be done. Only after that adjuster was sent out & a claim attempted to be started were we told that they wouldn't accept the claim due to me apparently "purposely giving them the wrong mileage when i set up the policy". I was completely unaware of this since I literally read it off the odometer. At this point I was well past the stated waiting ************** that the policy required to be active before being able to do a first claim. I was never made aware of this apparent disc***ancy so couldn't have been THAT MUCH of an issue since they continued happily accepting my money for protection in an emergency until I actually needed *********** wanted to avoid paying out on an over $5000 job. This situation has literally been traumatic, costing me two jobs, my home, and ******* this point I am escalating to finding ***resentation post haste. I'm only asking for what you sold me.

  Business Response

  Date: 03/31/2025

  We have reviewed Ms. ********* claim and the circumstances surrounding it. Unfortunately, the claim was denied due to a discrepancy in the reported starting mileage at the time of policy purchase. Our records indicate that when the contract was purchased on November 3, 2023, the starting mileage was recorded as *******. However, a ****** report from May 28, 2022, shows the vehicle had ******* miles, meaning the reported mileage at the time of purchase was incorrect. This discrepancy invalidated the policy per the contract terms. We regret any inconvenience this situation has caused Ms. ********* If she would like to discuss alternative solutions, we encourage her to contact our customer service team directly at **************

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Submitted and got approval for a repair and now no payment. Call multiple times for the last week with no answer on any of the many different lines i have tried to call.

  Business Response

  Date: 01/03/2025

  Mr. **************** you for reaching out and bringing this to our attention. Unfortunately, we couldn't locate your file using the name or phone number provided. To assist you promptly, could you please share your customer ID, contract number, or any other relevant details?
  Were here to help and will address your concerns as soon as we have the needed information.
  Thank you for your patience, and we apologize for any inconvenience caused.

  Customer Answer

  Date: 01/03/2025

  
  Complaint: ********
  
  Please call me @ ************ and i would be happy to get this resolved with you
  
  
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Breach of Contract in failing to provide access to "claims Department" for authorization of necessary repairs to my 2012 Jeep Grand Cherokee which was brought into ******** ******, Inc., ******, ** on November 6, 2024. After numerous ( I do mean numerous attempts by myself and the Service Writer, Freddy of ******** ******) I called and spoke to "Brenda" at the Customer Service call center at Palmer for the last time today December 9, 2023 as a follow up to my final call last Thursday, December 5, 2024. Brenda had sent a final email to the Claims Department on December 5, 2024 advising of my frustration and intent to file this claim with the BBB and cancel my contract. As of today, December 9, 2024, I called Brenda, at Palmer advising I never received any call back and was not a happy customer and will file the complaint with the BBB today and she also took my account of Auto Pay. My vehicle needed various repairs and it is my only vehicle so I of course needed these items repaired. Naturally despite not being able to get ahold of Palmer for authorization on November 6, 2024, I granted approval to repair what needed to be repaired and will pay if need be, but in the meantime, I proceeded to call Palmer every day, numerous times, numerous departments to no avail. I was told that emails were sent to the claims department as well as to a supervisor to contact me immediately as I could not leave my vehicle in the shop longer! Finally, on November 12, 2024, I paid $2,554.26 via credit card so I could have my vehicle back. I was very annoyed and despite paying for this out of my own pocket I still continued to get ahold of the claims department to see what they would pay. Im aware that this warranty doesn't pay for every item on my invoice, but I'm sure they are responsible for some items and at this point they can pay the entire invoice since it has cost me great aggravation, I had to cancel a couple Drs appointments and now have high interest on this credit card

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair 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 have submitted My first claim on April ** a second one back in june . I have sent several emails with all the documents requested The last email said that I submitted everything and I should wait for an email and checks. Not been able to talk to anyone or got an email response yet . Its been eight months since the first claim and NO REIMBURSEMENT NOR RESOLUTION YET.

  Business Response

  Date: 12/11/2024

  We apologies about the delay in your claim payments. We have issued both claim payments which should arrive in the coming days. 

  Customer Answer

  Date: 12/11/2024

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

• Initial Complaint

  Date:12/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have been trying to get through to them since Friday about paying a claim for services & at first we got a disconnected message; so I waited until today. My claim for a major repair which is covered is being denied after I have paid off my contract 14 months early. No one answers the phone, & every time you call they transfer you to a claims department and your on hold for half an hour and then the phone just disconnects; this is my 4th time calling since 9am this morning & since 2:45pm on Friday! I have paid $4700 in an extended warranty policy that doesn't expire until 2026.

• Initial Complaint

  Date:11/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A warrenty claim was filed and approved but not paid. The claim line never answers Policyholder:***** J ****** Vehicle Covered:Infiniti QX60 VIN #:5N1 DLOMNOKC556384 Contract#: AAPL131252 Coverage:POWERTRAIN ENHANCED Contract Purchase Date:3/15/24 Expiration Date: 04/15/28 Deductible: $100 Expiration Miles: ******* Service Completion Date:10-24-24 Claim Approval Code:S R 0 5 B I V W Date Payment Denied: 10-25-24 ***** J. ******

• Initial Complaint

  Date:11/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 an extended warranty from Palmer. Auto repair shop contacted for repair and was given approval for repairs. However, when contacted for payment they were given the run around and could not get payment to do repairs. The vehicle is still not running and no repairs have been paid for, still making payments on warranty coverage plus car.

• Initial Complaint

  Date:10/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approved for a repair and a refund over 6 weeks ago and I have not been able to receive any updates regarding this matter. I've emailed and called the company however no answer from the calls. I sit on hold and when they answer they hang up. The emails have no response either.

• Initial Complaint

  Date:10/28/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  WAS TRYING TO FILED A CLAIM 10/25/2024 AND DIDN'T GET AN APPROVED CLAIM: , THE GUY WHO I SPOKE WITH TOLD ME TO TAKE MY TRUCK TO THE DODGE PLACE AND TOLD ME TO CALL WHEN I DID I HAD MY TRUCK TOWED THERE AND THECMAN LAUGH AT ME AND TOLD ME TO STOP PLAYING GAMES I WAS SO EMBARRASSED WITH EVER LOOKING AT ME AND I HAD TO PAY ANOTHER *********** TO COME TOW MY TRUCK BACK HOME , I TRIED CALLING SEVERAL TIMES AND NO ANSWER I THINK I HAVE BEEN SCAMMED BY THIS COMPANY AND I STILL HAVEN'T GOTYEN MY VEHICLE FIX I WILL BE CALLING THE NEWS AND PUTTING THIS OUT ON SOCIAL MEDIA PLATFORMS TO BE AWARE OF THIS SCAMMING COMPANY AND THE OTHER COMPANY YOU HAVE WORKING WITH YAL SECURE CAR .CALLED THE PHONE NUMBER THEY PROVIDED FOR PAYMENT AT LEAST 5 TIMES AND NO ONE PICKS UP. CALLED THEIR CLAIMS LINE ABOUT 5 TIMES AND I GET SOMEONE WHOS ISSUES CONTRACTS BUT CAN'T HELP WITH CLAIMS EVEN AFTER GOING THROUGH EXT 505. AFTER THE PHONE RINGS FOR 5-8 MINUTES THE CALL JUST ENDS. YOU HAVE TO ALSO FILE THE CLAIM ONLINE WHICH IS THE MOST PAIN. IT'S NOT LIKE ALL THE OTHER SERVICE CONTRACT COMPANIES, WHICH ONLINE CLAIMS ARE A BREEZE. THEY REQUIRE VIN PHOTOS, COPIES OF ESTIMATE, COPY OF RO, ETC. ALL MAIN SERVICE CONTRACT COMAPNIES YOU CAN CHOOSE TO CALL IT IN AND THEY DON'T EVEN ALLOW YOU TO DO THAT. WOULD HIGHLY RECOMMED NOT USING THIS COMPANY. SERVICE ADVISORS BE WARNED. THEIR POLICIES SEEM TO ONLY COVER $100 PER HOUR FOR SHOP RATE. WOULD NOT RELEASE VEHICLE UNTIL PAYMENT IS RECIEVED OR REJECT USING THIS SERVICE CONTRACT COMPANY AT YOUR DEALERSHIP.