ComplaintsforDrivesmart Auto Care Inc.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined this warranty company under the impression my work cargo van would be under warranty. Long story short because their customer service guy misunderstood my needs they did not have me under a business account. Who *********************** around in a cargo van daily if it's not for work? No one! I canceled my contract in Aug. I joined them in March. Now it's November and I have yet to get my refund. I called the woman who said it would *********** weeks; 6 weeks to get my money back because your company made a mistake. 6 weeks and still NOTHING! I want a full refund before this month is out. Be careful when dealing with this company; actually, don't waste your time or money. You won't get anyone that speaks English fluently and you will be told anything to get you off the phone. Run don't walk!

  

  Business response

  11/21/2023

  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, our compliance department could not find an account for you under ****************.  It seems you may be a customer of a different administrator with an affiliated selling company. Please contact the selling company in your policy book on the declaration page. They will be able to assist you with this. We apologize for any confusion but are happy to have been able to lead you in the right direction for assistance. Thanks!

  Customer response

  11/27/2023

  
  Complaint: 20811575
  
  I am rejecting this response because:
  
  I have an account number with the company. 
  
  Regards,
  
  *******************

  

  Business response

  11/28/2023

  Hello, 

  If you believe that you have a warranty with DriveSmart as your administrator and have a contract ID that we can search to match you with an account in our system, we strongly advise you to contact us at ************ Monday-Friday 9 AM to 5PM Eastern time this way we can sort this out for you. If your account is not with **************** as your administrator, please contact the seller listed inside your policy handbook for further assistance. Thank you! 

• Initial Complaint

  11/01/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I simply want to cancel the contract for extended warranty by this company and mepco. they are very rudeand unprofessional. Asking why i want to cancel and I'm stating that I no longer want there business and they are refusing to resolve the issue and or cancel my contract. I've called twice , the first time they said i would get a call back within 24 hours and it's been 4 days since to no avail. I called in and they're saying no one is in or available to help, but they are giving me the someone will reach out to me in 24 hours line yet again. I want them to cancel my contract and stop the automatic payment from my account.

  

  Business response

  11/03/2023

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

  Thank you for leaving a review regarding your experience with DriveSmart. We apologize if you feel as though your interactions with us or our affiliates were less than satisfactory. DriveSmart is solely the administrator for your contract, so we would only be able to assist with claims. Frontier Marketing is your selling company related to your contract.  We have advised them of your desires to cancel your policy and was informed the cancellation processes was initiated on 10/27/23 and cancelled on 11/2/23.  If you have any other concerns please reach out to Frontier Marketing directly at ************.
  

  DriveSmart ***************** Team

• Initial Complaint

  09/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was contacted as a potential customer from them, the salesman told me to look them up on BBB, so I did. I started reading complaints to him about the shady business practices that have transpired, I told him this was all BS, he needed to take me off the call list. He insisted that there is no call list, "no national do not call list," and that I am "BS." He then proceeded to yell at me over the phone when I told him that that is not how you treat a potential customer, to which he responded "you're not a potential customer." So then why call me and waste my time? He insisted that I hang up first because he's not allowed to, swore at me some more, then said "I'm gonna hang up on this b**** right here!" and then hung up the phone. So disrespectful and shady business practices. Do not recommend based on this customer service rep's ******** and the multitude of complaints I have seen here.

  

  Business response

  09/26/2023

  Dear Ms. ************** apologize if you feel that DriveSmart has acted unethically.  However, DriveSmart Warranty does not sell or market vehicle service contracts, therefore it would have not been us calling you.  We have however alerted our affiliated selling companies to remove your number from their databases. 

  DriveSmart ***************** Team

  Customer response

  09/26/2023

  
  Complaint: 20635770
  
  I am rejecting this response because:

  This person did call me, I did not make any calls. They offered me an extension of a car warranty for a car I have yet to purchase. This person that called me and subsequently swore at me and called me several derogatory terms insisted I look up their business of DriveSmart in **. Therefore, they did call me, when I said "this sounds like a scam" and proceeded to provide the negative reviews calling this a scam, that is when the barage of insults started. This business is so unprofessional, I highly recommend nobody do business with them and reject any phone calls from ************, which, by the way, isn't even a ** number, it is a MA number.
  
  
  
  Regards,
  
  ******* ****

  

  Business response

  09/27/2023

  Once again, DriveSmart does not make outbound calls for selling vehicle service contracts.  We are SOLELY an administrator of vehilce service contracts.  It is possible you may have been called by a marketing company who sells DriveSmart products.  We have contacted each of our sellers instructing them to remove your telephone number from their database.

  DriveSmart ***************** Team

• Initial Complaint

  09/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an extended warranty from Drivesmart on 08/17/2023 with an initial deposit of $25.00 the first month.The plan was for a 2013 ****** Murano that has a continuous variable transmission(CVT), After receiving my policy via email and thoroughly reading the entire policy, I discovered that the policy didn't cover any vehicle that had a CVT. At that point I decided that I wouldn't keep the policy, considering the transmission in any vehicle is a major repair if it needs repair. on or about 09/17/2023 I received a phone call from the billing department at Drivesmart informing me that my payment was past due. After explaining to the woman what I discovered in my policy, she transferred me to the customer care department. I again explained in detail what I had discovered in my policy and went on to make a complaint because I was no doubt mislead when I decided to purchase the plan. She then put me on a brief hold while she spoke to her supervisor. When she returned to the call she informed me the reason I wasnt told about my type of transmission wasnt covered was because the ****** corporation had a recall on that particular type of transmission and if it should breakdown that the ****** corporation would cover the repair costs. Somewhat satisfied but still with an uneasy feeling I contacted the service ***** at the ****** dealership and was told that there has ***** been such a recall and what the representative at Drivesmart had just told me was not true. I then called Drivesmart and was told the money was non-refundable and I should've read the policy before purchasing it. I then explained to her that I had requested it be sent to me via email and I would read it and then make my decision if I would purchase the policy or not, with complete confidence in what the representative told me I purchased the policy only to learn I had been duped when I actually received the email and read what it covered. I was also told that I could cancel the policy with the representative i had spoken to when i called the first time. She told me that I would get a return call from that representative.

  

  Business response

  09/26/2023

  Dear ****************:

  Thank you for leaving a review regarding your experience with DriveSmart. We apologize if you feel as though your interactions with us or our affiliates were less than satisfactory. DriveSmart is solely the administrator for your contract, so we would only be able to assist with claims. According to our database, Frontier Agency is your selling company related to your contract. 

  After receiving your complaint, the quality assurance team has looked at the communication between you and the *** and found that you initially contact to obtain information on the warranties, on 8/17/23 on 8/18/23 you activated your policy and paid the initial deposit.  When you received the courtesy call about your payment  on 9/19/23, you stated you wanted to cancel due to the *** not being covered.  It is policy that all cancellations be submitted with a notarized letter stating as such and any phone request be verified via a supervisor. 

  We have submitted to Frontier Agency that your policy be cancelled as per your request. 

  Quality Assurance Team. 

  Customer response

  09/26/2023

  
  Complaint: 20634891
  
  I am rejecting this response because although Frontier is the insurance company that was handling the policy.  My question now is whom was I speaking with when what was covered for the 2013 ****** Murano was discussed; was it a member of Drive smart or a member from Frontier?  Whatever agency the gentleman was with that explained the policy without a doubt mislead me.  When I received the call from Drive time the representative was knowledgeable concerning the car I drive and was fully aware of the major component not covered in my policy and that being the *** transmission.  When I called to cancel, I initially spoke with ****** in the billing department at Drive smart and then was transferred to customer service and spoke with *****************  It seemed that she didnt know much herself because most of my concerns she couldnt answer so she would put me on hold and ask her supervisor.  She ended the conversation with her saying that ****** had a recall on that particular model car for the *** transmission and if it should fail, that the ****** corporation would assume charges.  Not feeling that I was being told the truth completely, I called my local ****** dealership where my suspicion proved correct.  *********** tech manager told me that ****** hadnt ever had such a recall and that I had been lied to.  I immediately called Drivetime and disclosed my findings only to be met with a rude woman who has no idea what customer service is and it was evident in her tone and rudeness to me.  When I asked to speak to ********, she had conveniently gone to lunch.  I left a message for her to call me and I have yet to receive that call.  In closing I do hold Drivesmart responsible for misleading a customer by excluding the fact that the policy didnt cover one of the major components of any vehicle and that being the transmission!
  
  
  Regards,
  
  ***********************

  

  Business response

  09/28/2023

  DriveSmart is solely the administrator of the account and only pays claims.  We have communicated your complaint to your selling company Frontier Agency, and they apologize for any miscommunication.  Your deposit has been refunded and manually cancelled your account to cease any future billing.

  DriveSmart would like to apologize on behalf of Frontier Agency for any inconvenience this has caused you.

  DriveSmart ***************** Team

• Initial Complaint

  09/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for an extended warranty on 08/30/23 and was advised by a representative named **** who told me that once I received the information booklet in the mail that if I did not want the coverage any longer I could cancel because it would be before the coverage took effect which was to be on 09/28/23. I have made numerous calls to their customer service line to cancel but each time they just keep telling me to call back or that I will receive a call back in 48 hours. I JUST WANT TO CANCEL THIS AND THEY ARE MAKING IT IMPOSSIBLE TO DO SO

  

  Business response

  09/07/2023

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

  Thank you for leaving a review regarding your experience with DriveSmart. We apologize if you feel as though your interactions with us or our affiliates were less than satisfactory. DriveSmart is solely the administrator for your contract and Frontier Marketing is your selling company.  

  We have reviewed the communication between yourself and the **************** Representative.  Your policy was signed on Friday 8/29/23 at approximately 12:45pm, at 2:04pm you called and stated that you had not received your policy via email.  It was sent to you a second time.  At approximately 3:50pm you called to cancel.  You were informed that you would receive a call back from the sales floor manager in the next 48 hours to verify your request to cancel.  Due to a Federal Holiday 3 day weekend the 48 hours was pushed back. On 9/6 you called again stating that you do not want a call back and just want to cancel.  You were informed by the *** that if you didn't want a call back to get your service book and call back with the policy number.   This was not done.  It is policy that all cancelations be requested with a notarized letter.  Given the fact that you requested to have the policy canceled within 24 hours, the quality assurance department has requested that this policy be cancelled.   

  DriveSmart ***************** Team.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a service protection plan for my 2013 Chevrolet Equinox. I paid $146.03 from April 14 2023 to August 14 2023. The plan was not accepted by a licensed facility. I was told how to cancel but company claims they did not receive my cancelation notice and said I wouldn't get a refund until they do but gave me the same address to which I mailed the cancelation letter. And said once the letter is received, it will take 20 weeks for my refund to be sent. This is Bogus.

  

  Business response

  09/08/2023

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

  Thank you for leaving a review regarding your experience with DriveSmart. We apologize if you feel as though your interactions with us or our affiliates were less than satisfactory. DriveSmart is solely the administrator for your contract, so we would only be able to assist with claims. According to our database, Frontier Agency is your selling company related to your contract. We do advise you to contact their customer service team at ************ for assistance on your account. Their phone number can also be found in your contract booklet. We have forwarded your concerns to them in the meantime.

  DriveSmart ***************** Team

• Initial Complaint

  08/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am wrong about Drive Smart Warranty. I was told by the sales man ******; they would cover my vehicle which is a commercial vehicle. I explained to him I have a transportation company. I signed with them in June. When I called in July ****** signed up for the wrong package. I explained my business to the woman again. She said no problem we can take car of it for more $$$$ not to mention they had the wrong Vin number . I pay the money and give her the correct *** number; now in Aug when I need to use it they tell me they dont take commercial vehicles and I should have told them this from the beginning. I told 2 people and the Vin number also shows what type of vehicle it is. When I asked to speak to a supervisor the supervisor refused to get on the phone saying she spoke with me when she didnt; I only spoke with 1 customer service rep in which he ensued me they would handle it and call back for the supervisor later after 9. The customer service woman processed to tell me they will refund my money at a prorated amount. Prorated for what when your people have been making the mistakes from day one? She then tells me its nothing any body can do sorry. Now someone tell me how can a business take your money knowing they can no and do not provide the services and when you say: hey I told them what kind of business I have why wouldnt they tell me from the beginning; she tells me no you didnt. Now how many people do you know that drives around in a big blue Amazon looking van everyday for fun? Yes thats exactly what it is a ******** **** Cargo Sprinter Van and they knew this so I say to her it should have shown up once you all put the *** number in. She says no it didnt . Maam its on my ID card you all sent me. She then tells me I have to take whatever prorated they give me. Is this what American business are allowing now; to take hard earned money from people for a service you would knew you could not provide?????? Someone please answer this last question.

  

  Business response

  08/21/2023

  Thank you for leaving a review regarding your experience with DriveSmart. We apologize if you feel as though your interactions with us or our affiliates were less than satisfactory. DriveSmart is solely the administrator for your contract, so we would only be able to assist with claims. According to our database, Frontier Agency is your selling company related to your contract.  We advise you to review your policy and contact them for assistance on your account. Their phone number can also be found in your contract booklet. We have forwarded your concerns to them in the meantime.

  Regards, 

  DriveSmart ***************** Team

  Customer response

  08/25/2023

  
  Complaint: 20485278
  
  I am rejecting this response because: I spoke with someone at Frontier. They are playing ping pong. Frontier is blaming the sales rep saying I need to contact the manger with the warranty company and the warranty company manger refuses to get on the phone or acknowledge the mistakes made by the employees which has cost me money. Absolutely no one is taking responsibility!!!!
  
  
  
  Regards,
  
  *******************

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 14, 2023 I was told that my vehicle needed an extended warranty so he signed me up he did inform me that I can cancel anytime within 30 days. One August 7, 2023 I called to see about canceling and the lady stated that I will have to submit a letter to cancel the contract, so I have done that and mailed them a copy of the signed letter even emailed to them. I started receiving collection notices and calls on Sunday August 13, 2023. When I tried to call them back the office were close as it state that they are not open on Sunday. I called and spoken to a **** informing him that i have cancelled the contract within a 30 day period and he was rude and then asking me why I cancelled it and it don't matter because I am responsible for it. I ask them nicely to stop texting me, calling me as I have cancelled it several ways as they advise me. Now they are harassing me by calling and texting.

  

  Business response

  08/17/2023

  Dear  *****************;******,

  Thank you for leaving a review regarding your experience with DriveSmart. We apologize if you feel as though your interactions with us or our affiliates were less than satisfactory. Due to the nature of the complaint, our compliance department has investigated to your account. There is a requirement of a cancellation letter from the accountholder located in the cancellation section of your handbook.  After reviewing your file, there has been no documentation requesting cancellation.   However, out of consideration for your circumstance, we will cancel your policy immediately.  Future billing will ceased on your account.
  

  We are also taking action to your claim about one of our **************** Representatives.  We want to ensure interaction with all customers are courteous, empathetic, and professional.

  Feel free to call us Monday-Friday 9AM to 5PM Eastern time at ************ for any additional questions or concerns.

  Sincerely, 

  DriveSmart ***************** Team

   

   

• Initial Complaint

  08/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 2022 Canceled my car warranty with drive smart .was told the refund will take a year due to set backs from covid.im currently at one year and three months and still nothing. I'm tired of waiting

  

  Business response

  08/31/2023

  Thank you for leaving a review regarding your experience with us at DriveSmart. We apologize if you feel as though your interactions with us were less than satisfactory. DriveSmart is only an administrator on your account, not a seller. This means we do not handle enrollment, cancellation,customer service, refunds, and such. **************** only handles claims. We advise you to contact the seller of your VSC to receive an update about any refund owed. We apologize for the confusion. Thank you!

  Customer response

  09/08/2023

  
  Complaint: 20478579
  
  I am rejecting this response because:drive smart is the seller of my vsc they reached out to me. Sold me the warranty and I call them to get an update on the refund. If there is someone else I need to talk to for the refund then why haven't they provided that information?
  
  
  
  Regards,
  
  *********************

  

  Business response

  09/14/2023

  Hello,

  We apologize for any confusion. It seems your account may be with an affiliated company. Please contact them at ************ Monday-Friday 9AM to 5PM Eastern Time. DriveSmart is only an administrator, not a selling company so we do not handle sales, cancellations, refunds, ect. Please reach out to that phone number for any questions related to your account.Thanks!
  

• Initial Complaint

  08/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint is with Drive Smart and Line/5. Drive Smart called me offering me an extended warranty on my 2018 vehicle. I've only been with them for approx. one month. I contacted them about being hacked through a PayPal scam and that my bank account was locked until such time the issue is resolved and that I could not make any payments for the moment. That is when I was told to contact Line/5.In doing so I was shocked to find out that if I cancel, I would still have to pay back my loan of approx. $3000. MY LOAN !!! I had not taken out a loan and nothing was even mentioned about a loan during the conversation with Drive Smart. This individual at Line/5 more or less threaten me that this could effect my credit report. Knowing the history of my credit for the last year and a half, I couldn't get a loan for 10 cents much less $3000.00.Now they say I signed for the loan, that is a lie. But just in case I did being unaware, WHERE IS MY $3000.00 that I did not receive?

  

  Business response

  08/31/2023

  Thank you for leaving a review regarding your experience with us at DriveSmart. We apologize if you feel as though your interactions with us were less than satisfactory. DriveSmart is only an administrator on your account, not a seller. This means we do not handle enrollment, cancellation,customer service, refunds, and such. **************** only handles claims. We have forwarded your complaint to the selling company in your policy handbook. They agreed to cancel your account manually to avoid future billing. They can also provide you with the signed documents done on your enrollment date for the Line 5 financing,as requested. The sellers customer care team can be reached at ************ Monday-Friday 9AM to 5PM eastern time. We apologize for any confusions but are glad to have been able to clear up any miscommunication. 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. ↩