ComplaintsforDrivesmart Auto Care Inc.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In April 2023, DriveSmart offered me coverage for my vehicle. I informed them that I already had coverage with OxCarCare, but they assured me that they would cancel my current policy and use the funds to set up the new coverage. I agreed to switch to DriveSmart, but they never canceled my OxCarCare policy. When I contacted them, they told me I was responsible for canceling it. They showed me how to do it, but I didnt realize I had to pay a third-party financial company, Line5, for the coverage.When I noticed I was paying too much for car coverage, I decided to trade in my vehicle for a new one. In March 2023, I contacted Line5 to cancel the coverage since I no longer had the car. However, they continued to withdraw payments from my account in April and May. I sent DriveSmart a cancellation letter, but when they didnt cancel the policy, I contacted them again. They claimed they never received the letter and asked me to send an email instead. Meanwhile, Line 5 kept demanding payments for coverage on a vehicle I no longer owned.I believe DriveSmart and Line5 are intentionally misleading customers to avoid paying claims. They promised to cover oil changes, but when I had my oil changed, they refused to pay. Additionally, in case of an emergency, they require a 24-hour wait before assessing the car, leaving me without transportation despite their promise of a rental car.These companies are unprofessional and deceptive. I strongly advise against getting involved with any of these warranty companies as they are dishonest and misleading.Date of experience: March 08, 2024

  

  Business response

  06/28/2024

  Thank you for leaving a review regarding your experience with DriveSmart, we apologize if you feel as though your interactions with us were less than satisfactory. Due to the nature of the complaint, our compliance department has investigated your account. NOTE: **************** is not a selling entity, which means we do not handle enrollments, cancellations, refunds, billing, ect. DriveSmart does only handle claims. Looking at any calls or claims history, there have been no claims called in to us for your vehicle. Additionally, there have been no maintenance/oil change claims called into us by either you or a dealer/facility. We can not refuse to pay for a claim if nothing was called in to us. Lastly, there is no 24 hour wait to ***** a claim. A claim is assessed as soon as the it is called in and requested invoice/documents have been received. This time frame is dependent on the facility and how fast they can produce the invoice and diagnostic report,if applicable. We apologize if there was any miscommunication related to your policy, however we appreciate the opportunity to clear up any confusion you may have had. Thank you.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am trying to contact drive smart to cancel my warranty and send me a refund and pay for my repair to my car which totals 2200, the amount I have paid to them so far is 784 dollars. I have emailed customer support tried to call the number and was unable to leave a message as the email I received stated that I could leave a message after hours.

  

  Business response

  06/28/2024

  Thank you for leaving a review regarding your experience with DriveSmart, we apologize if you feel as though your interactions with us were less than satisfactory. Due to the nature of the complaint, our compliance department has investigated your account. NOTE: **************** is not a selling entity, which means we do not handle enrollments, cancellations, refunds, billing, ect. DriveSmart does only handle claims. Looking into the claims history made on or around 6/4/2024, it seems a claim was requested for a water pump. Coolant flush documents were requested to ensure the proper maintenance has been done to the vehicle since Car Fax could not produce any indication that the manufacture required maintenance for coolant flushes were ever done. The dealer that your vehicle was located stated that they had no evidence of a coolant flush ever being done to the vehicle at their facility. The claims adjuster contacted you for documentation, in case it was done somewhere else. You stated that a coolant flush has never been done on the vehicle, so no documents were able to be produced. As the terms and conditions of your policy state, a claim is to be denied if manufacture recommended maintenance/services cannot be produced and/or such maintenance/services were not done. We understand that this is not the answer you wish to hear, however it is industry standard to ensure that every covered vehicle is being properly maintained by manufacturers recommendations. No matter the warranty provider, a usually covered claim will be denied in this instance. We apologize if there was any confusion related to this, but we appreciate the opportunity to resolve this matter. Thank you.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called ************** on 5/15/2024 at around 9am thinking I was calling Zurich extended warranty and I spoke to a representative stating that I did not have an extended warranty and offered to sell me a plan with DriveSmart warranty. It was not ******. I specifically called because I wanted to see if struts were covered in my extended warranty. The representative stated that I had a "red flag" in the system indicating that I did not have extended warranty coverage through any provider and that he could sell me a warranty plan that I could use to get my struts fixed as long as I was willing to wait 30 days and 1000 miles to file a claim. When receiving the contract from DriveSmart the very same day, I noticed that #** in the letter indicated that "pre-existing conditions" are not covered. When I called back, the very same day, a different representative stated that "struts would not be covered under this warranty anyway." I then was transferred numerous times asking why I wanted to cancel until I spoke with a supervisor that stated that I had to wait until things were processed through a finance company. I was assured by the first representative, ********************* that I could cancel at anytime during the first 30 days without an issue. He stated that I could have 30 days to review things with a hassle-free cancellation process. The supervisor wanted to engage in a back and forth stating that I "signed on the dotted line" and that I could do nothing until things are processed through the finance company. I'm reaching out because my complaint echoes all of the other complaints on this BBB site. This company, whether it is Frontier Marketing or DriveSmart is misleading customers and luring people who are already experiencing difficulties in life to purchase something that does not fit their needs. I am requesting to cancel and to be refunded my deposit. I do not want $105 coming out of my account every month. Things are already tough for me as it is.

  

  Business response

  06/03/2024

  Thank you for leaving a review regarding your experience with DriveSmart. We apologize if you feel as though your interactions with us were less than satisfactory. We would like to note that DriveSmart is a warranty administrator, not a selling company. This means that we only handle claims;not enrollment calls, cancellations, refunds, ect.  Weve forwarded your complaint to your selling company to assist you with this matter. Feel free to contact them at ************ Monday-Friday 9AM to 5PM Eastern time with any additional questions or concerns.Thank you!

• Initial Complaint

  04/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Signed up with Drivesmart Auto Warranty and found out after their booklet arrived I discovered they lied to me to get the sale. Originally promised ***** additional miles warranty protection ,that was a lie. Later told that was wrong and it was only up to ***** miles. I was told I I would receive maintenace like oil changes, brake pads etc. For free for the life of the warranty. Tha was a lie. Later told it was only the first year. I was promised a $100 would be placed in my account to secure the sale. That was a lie. I cancelled in the 30 day trial window because of these and other inconsistencies. I was promised a full refund of unused monies I paid. Now I get the run around from Drivesmart, ***** financial and Line 5. I also paid for the March payment in the amount of $95+ and $25 down payment, all of which was to be fully refunded. Later I was told I would evergetthe down payment back and it would *********** to 8 weeks to get the refund because Line 5 and ***** take that long to issue refunds. Both of these entities blame Drivesmart for the delay. BUYER BEWARE!

  

  Business response

  05/14/2024

  Thank you for leaving a review regarding your experience with DriveSmart. We apologize if you feel as though your interactions with us were less than satisfactory. Please note, DriveSmart is an administrator of vehicle service contracts. This means we only handle claims- not enrollment,cancels, refunds, billing, ect. This review has been sent to an agent at your selling company to follow up and provide you with a resolution. Feel free to also contact your selling company listed in your policy handbook for any requests for refunds.  We appreciate getting the opportunity to assist in this matter.

  Customer response

  05/15/2024

  
  Complaint: 21597319
  
  I am rejecting this response because:
  They can deny their involvement all they want, however they identified themselves as Drivesmart Representatives and Line 5 Representatives, because it was a basically a Conference call. It wasn't until I filed my complaint with the BBB was I treated appropriately, like a customer.  Behavior was inappropriate for a business, in my opinion.  After my complaint filing they decided to honor their promise of a refund.  I am awaiting a refund from *************** in the form as a check.  

  Buyers thinking of purchasing from them can make their own decisions however, I found them to be not Consumer Friendly.  Every time I called them, I was left feeling like I was a bother to them.  

  Regards,

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

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this warrenty. I needed to use it for a covered auto repair. When I contacted. Drive Smart they inform me that 3 numbers of my vin did not match what they had on file. They also said they can not correct the error they made and they are voiding my service contract. Left me high and dry!! Best thing you can do is avoid this company!!! Bad Business

  

  Business response

  04/19/2024

  Thank you for leaving a review regarding your experience with DriveSmart. We apologize if you feel as though your interactions with us were less than satisfactory. Unfortunately, you are not a DriveSmart Warranty customer. **************** is an administrator of vehicle service contracts, not a selling company who handles enrollment, cancellations, refunds, or changes to your account. **************** only handles claims from those who have a DriveSmart Warranty contract. It appears you may have Frontier Headstart Warranty as your vehicle service contract administrator. We advise contacting them regarding any questions. We apologize that we could not be of more help but are glad to have cleared up any confusion. Thanks!

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I opened a Drivesmart Warranty for my 2019 Silverado truck, and my motor went out in December 2023. They refused to cover my claim because they said it should have been the manufacture, Chevrolet's issue. However, it sat two months at the chevrolet dealership with all kinds of requests by them completed to find out they would not cover a ***** of the cost. My truck is still in a shop and I've spent ***** on a motor and install and paying for rental vehicles all these months and I'm just trying to cancel this warranty that did not help me at all. I have sent in the notorized cancelation form and I'm being harassed by multiple phone calls and texts that are threatening my credit and destroying my life... why can't I cancel this policy. I didn't take a loan, I only bought a warranty that was denied the claim. I live on a fixed income paying my truck note and paying $400/wk for a rental truck right now because I'm in such a bond cause my car warranty did not help me repair my vehicle and now i just want it canceled. I'm at my wit's end. This is egregious and I need help!

  

  Business response

  05/13/2024

  Thank you for leaving a review regarding your experience with DriveSmart. We apologize if you feel as though your interactions with us were less than satisfactory. Please note, DriveSmart is an administrator of vehicle service contracts. This means we only handle claims- not enrollment,cancels, refunds, billing, ect. This review has been sent to an agent at your selling company to follow up and provide you with a resolution. Feel free to also contact your selling company listed in your policy handbook for any requests for refunds.  We appreciate getting the opportunity to assist in this matter.

• Initial Complaint

  03/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up with them last year. I told them I will have to stop this because I can&#**;t have automatic payments to come out of my account. I told them not to pull from my account. This is when they pulled $113.85 and because I didn&#**;t have enough to cover it, I got an overdraft fee. I told them this and they said I would get a refund. I have not been refunded. They are constantly lying. They took it out again on March 4th of my account and made my account go in to the negative. I told them that I can&#**;t let them take out money from my account automatically because I am on a fixed income. I would like a refund of this money and cancellation of this policy.

  

  Business response

  04/08/2024

  Thank you for leaving a review regarding your experience with DriveSmart. We apologize if you feel as though your interactions with us were less than satisfactory. Due to the nature of the complaint, our compliance department has investigated your account. We would like to note that DriveSmart is solely an administrator for VSCs, not a selling company. This means we only handle claims. The selling company listed in your policy handbook would be the entity you would need to contact for any questions or concerns related to cancellation, refunds, ect. We have forwarded this complaint to Frontier your selling company. Theyve responded with, The account is still listed as active as the customer has not completed the full cancellation procedure (sending a cancellation letter and/or completing the cancellation survey). This is a requirement in the policy handbook to fulfill a cancellation. In good faith, we will manually cancel the account. Due to the financing being a loan, the finance company will not refund any payments, but the cancellation will stop any future billing. We appreciate the opportunity to assist with this complaint. Thanks.

• Initial Complaint

  12/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Im a Retired Navy Veteran, I signed up with Drive Smart for extended vehicle warranty, they told me I could call back to cancel both policies, they started saying I had to wait for the booklet to cone in the mail, it came in the mail, I called back and the still refused to cancel my policies, which clearly states in their book that all I had to do is call back to cancel, they still wouldnt cancel my policies. How many other people especially older people are they taking advantage of, they are so unprofessional. I decided to stay with Nationwide (Omega) to continue covering my ******* I also decided to let them cover my Chrysler, saving me over $7500 because they tried talking me into getting 2 completely new contracts. Im very disappointed with Drive Smart. All they had to do was cancel when I called to say I wanted to cancel, instead the are strong arming AKA bullying me. I also want my $50 refunded to my credit card like the said they will if I cancelled, they wont let me cancel on my request.

  

  Business response

  12/15/2023

  Thank you for leaving a review regarding your experience with DriveSmart. We apologize if you feel as though your interactions with ** were less than satisfactory. Due to the nature of the complaint, our compliance department has investigated your account. Currently, your account seems active.However since DriveSmart is just the entity responsible for claims, we do not enroll, cancel or refund accounts. Your selling company would be responsible for any cancellation and refund due back to you. We have sent this complaint to your selling company and requested they contact you about your request to cancel. Feel free to contact your selling company anytime at ************ Monday-Friday 9AM to 5PM Eastern time. Thank you.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/28/2023 that is the first day they tuck 108 out of my account and the 3 of every month after that . I would like at least half back . I never used there services and they are very rude argumentative and they lied to me when I sent them a Certified letter and it was Supposed to be there on the 5 and I called them other 6th and on the 8th and both times they are very rude . I do not recommend DriveSmart for your existing service

  

  Business response

  12/14/2023

  Thank you for leaving a review regarding your experience with DriveSmart. We apologize if you feel as though your interactions with ** were less than satisfactory. Due to the nature of the complaint, our compliance department has investigated your account. To date, your account is active with us. We have not received any correspondence regarding cancellation on your account. To initiate a cancellation, you will need to contact your selling company for instructions. If there is any refund due on your account after cancellation occurs, your selling company will provide you with details related to that. Their telephone number is ************. Please contact them during their business hours of Monday-Friday 9AM to 5PM Eastern time. Thanks!

• Initial Complaint

  11/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a extended warranty thru drive smart in ********** ********** and closed the account and I've been waiting 16 months for my pro rate back they said it takes 6- to 8 months to get it back and here it is month 16 so

  

  Business response

  12/15/2023

  Thank you for leaving a review regarding your experience with DriveSmart. We apologize if you feel as though your interactions with ** were less than satisfactory. Due to the nature of the complaint, our compliance department has investigated your account. **************** is just the entity responsible for claims, we do not enroll, cancel or refund accounts. Your selling company would be responsible for any cancellation and refund due back to you. We have sent this complaint to your selling company and requested they contact you about your request. Feel free to contact your selling company anytime at ************ Monday-Friday 9AM to 5PM Eastern time. 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. ↩