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:04/08/2025

  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.

  Inquired about a quote on my truck.Over a month I got texts from over 14 different numbers from Premier, calls every single day. Sometimes multiple times a day I would get ********* is it I'm getting all these calls from all these different numbers? They are relentless and it's almost borderline harrasment

  

  Business Response

  Date: 04/09/2025

  Hello

   

  1 - you inquired with us and engaged in conversation with our staff regarding the quote - as you can see with the attachments we uploaded. 

   

  2 - as you can see with what you uploaded we did not contact you twice on the same day it was different days .. most companies call 2-3 times a day.

   

  3- you never expressed to us that you did not want calls any longer up until yesterday which we took you off our list and you wrote this.

   

  there is no basis to this complaint as you mentioned borderline which was not even close to it.

   

  thank you

• Initial Complaint

  Date:02/26/2025

  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 had a pending claim with them for at least 3 weeks now. I have called them numerous times and have gotten the same response that the decision will be sent out that day or within the hour. The customer representatives end up having a horrible attitude after being confronted about their previous promises. I just want an answer about my claim!! It should not be this hard when they say Im talking to the managers etc.. and they either hang up on me or the call drops. Ridiculous company.

  

  Business Response

  Date: 03/19/2025

  Hello 

   

  we reached out to claims and they noted: 

   

  This customer had a reimbursement check issued for the amount of $2,513.55 back on March 3rd for her claim for an engine cooling fan assembly. I am unsure what her complaint is surrounding but this is her second paid claim. Her first, was for $328.23.

   

  So this complaint is closed due to the customer receiving the service twice .

   

  thank you 

  Customer Answer

  Date: 03/19/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** ******
  
  The check amount was $1271.78. I have received the check but as far as the company saying they dont know what my issue was. The process to actually attain that was the ISSUE!! No follow thru, no call backs from voicemails or emails, rude customer service, false promises. I will never use this company again! Glad this claim is over!
  
   
  
  

• Initial Complaint

  Date:02/17/2025

  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.

  Signed up with premier author protect for an extended warranty when I went to go make my first claim after the 30 days and I also driven more than 1000 miles. They denied my claim. They stated that my claim was denied because the issue I was having was pre-existing prior to me signing up for the warranty. I had a camshaft and lifter that went out so theres no way I couldve driven my car 1000+ miles with a broken camshaft and lifter.When the issue happened. I took my vehicle into a dealership to get fixed. They identify the issue and premier auto protect denied me. Even though their contract that I signed on January 7 clearly states that to take affect you need 30 days of waiting here +1000 . I made my first claim on February 12, 2025 by just taking it into the dealership to have it diagnose and this is what Ive submitted for. I will be canceling my policy immediately and never using this company again and advise anyone to not use this company in the future. Also, their lackof customer service particularly and their adjusters and their customer service **** were very rude over the phone. I would like for this company to stand behind their contract and their word. This process has cost me time and money and the exact amount of $4500. This is by far the worst car extended warranty company out there.

  

  Business Response

  Date: 02/18/2025

  Hello ** **************** thank you for writing this complaint so we can educate all consumers and more importantly potential consumers of something we wouldnt be able to cover just like every company in the industry.
  
  We reached out to the claims department regarding your concerns over your repair request.
  
  You purchased your coverage on 01/07/2025 4 days into the coverage so 34 days after purchase you took the vehicle into the shop.
  
  The inspector's report was reviewed by the claims department. After  reviewing the findings it has been determined they will be denying the claim. These damages would have been in progress prior to the contract waiting period of 30 days 1000 miles.
  
  As you stated the policy does have a waiting period of 30 days and 1k miles and also clearly states they do not cover any pre existing conditions.
  
  Verified repair facility had vehicle torn down to point of failure. The cylinder five exhaust cam lobe and lifter roller have visible signs of damage. The roller is pitted and grooved. The camshaft lobe is also heavily pitted and damaged showing long term wear. The engine oil and coolant were drained prior to the inspection. No other failures were seen or demonstrated at the time of the inspection.
  We also attached photos of these visible signs of damage.
  
  Unfortunately our coverage is not here for those who have a pre existing condition and purchase the plan just to satisfy their needs with that issue. Many call that insurance fraud by trying to get something covered that was broken before it was purchased.
  
  THIS COMPLAINT IS CLOSED DUE TO THE CUSTOMERS CLEAR ISSUE BEFORE OBTAINING THE COVERAGE AS SEEN IN THE PHOTOS.
  
  We wish you and your vehicle well.

• Initial Complaint

  Date:01/29/2025

  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.

  I purchased an extended warranty for my 07 Chrysler Aspen. Before I signed a contact I specified I was buying the warranty for a vehicle I bought used. When I tried to file a claim they denied it and said that it had prior damage so they wouldn't cover it so I want a refund. I'm not getting any response from the merchant

  

  Business Response

  Date: 01/31/2025

  Hello

   

  Thank you for reaching out - we did reach out to claims and this is what they informed us:

   

  claim was partially approved for a map sensor, however the customers $500 deductible is more than the approval.
  
  The second part of the claim was denied due to physical damage.The transmission pan was damaged due to impact shown in the photos from the repair facility.  

   

  If there was physical damage that would be your car insurance not warranty.

   

  We wish you and your vehicle well.

• Initial Complaint

  Date:01/15/2025

  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.

  I am writing to file a formal complaint regarding the mishandling of my vehicle service agreement under policy #************ with Premier. The vehicle in question is a 2012 ************* ML 350 SUV.On December 26, 2024, my vehicle failed to start and was towed to an authorized repair facility for diagnosis and repair. The issue was identified as a failure of the ignition control box, which is covered under my service agreement. Despite multiple follow-ups by both the repair facility and myself, Premier failed to provide repair authorization in a timely manner, leaving the case "pending assignment to a company adjuster" for over 18 days.On Sunday evening, January 12, 2025, the repair facility received an email notification of authorization, but with the following problematic stipulations:1. Use of Inferior Aftermarket Parts: The approved replacement part is an aftermarket product not recommended by the vehicle manufacturer, with a notably short lifespan.2. Partial Coverage of Costs: Premier approved only 50% of the part's cost, requiring me to pay the remainder out-of-pocket. This violates the terms of my agreement, which stipulates I am responsible only for the deductible as long as the part is covered by the plan.3. Unnecessary Delays: The extensive delay in processing this claim caused me to incur significant rental car expenses, amounting to 18 days (and counting) as of January 13, 2025.

  

  Business Response

  Date: 01/15/2025

  Hello ,
  
  Thank you for reaching out to us regarding this claim ,unfortunately you could have also called us but we are where we are now.
  
  So we did reach out to claims for your policy regarding this claim.
  
  The repair facility contacted claims on 12/30/2024 not on 12/26/2024 like you indicated.
  
  The claim was approved on 1/12/2024 in accordance with the terms of the contract.
  
  Maybe there were unnecessary delays on your shops side to get the information needed to claims since they or you said the claim originated on 12/26/2024 but only contacted claims on 12/30/2024.
  
  You can refer to the policy agreement to see that the approval and amounts are all within the policy guidelines.
  
  You did receive an approval for your repair which is what this coverage is for.
  
  We wish you and your vehicle well.
  
  This complaint is closed due to the customer receiving service as the policy states and getting an approval as per those guidelines

• Initial Complaint

  Date:01/03/2025

  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.

  I purchased a vehicle service agreement from Premier Auto Protect which is supposed to be an extended service protection for my vehicle but when it came time for my vehicle to be fixed my claim was never approved and I would like to know the reason why and I cant seem to get an answer from the company as to why. Anyway Deland ****** call to submit a claim in September and it is now December neither them or I have heard from the claims department in regards to approval for repairs. So I dont understand what kind business they are running because I feel I was mislead by the representative **** **** in purchasing a service contract in order to make a sell since I never received approval for the repairs. I just dont understand because I have your complete contract that I is paid in full and according to my card the coverage is still valid. I dont feel a company should take a persons hard earned money and then ignore them. So I would greatly appreciate it if I could get some answers from Premier Auto Protect because they shouldnt provide a service and not deliver when the customer is in need.

  

  Business Response

  Date: 01/04/2025

  Hello,
  
  Thank you very much for writing this so everyone who reads it can see how great of a company we are and how many times we did assist you:
  
  11/03/2023: Approved for front axles and control arms Total $3,210.00
  11/21/2023: Approved for wipers (maintenance) Total $30.88
  01/24/2024: Approved for oil change Total $55.00
  08/09/2024: Approved for oil change Total $51.19
  08/09/2024: Approved for battery Total $100.00
  09/20/202410/20/2024:
  Claim for tie rods approved Total $350.63
  Delay due to needing an estimate from the shop, adjuster review, and underwriter approval.
  Tie rods approved; valve cover gasket denied (not covered under seals and gaskets). Shop was informed.
  Customer contacted us multiple times, and the situation was explained.
  09/21/2024: Wiper blades claim denied (exceeded 14-month period).
  
  
  So your most recement maintenance reimbursement was denied due to your maintenance plan (which was a courtesy to you) expired after 14 months.
  
  As everyone can read here you were able to use our service which we are happy to help and it has been here for you since you needed it.
  
  We wish you and your vehicle well.
  
  THIS COMPLAINT SHOULD BE CLOSED DUE TO THE CUSTOMER RECEIVING SERVICES AS SEEN ABOVE.

  Customer Answer

  Date: 01/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I dont agree with Premier Auto Protect response because my advisor at ****** ****** and myself never received the approval for the repair claim and if they needed more information from the repair shop in order for the repairs to be done they could have explained that to me and we could have worked together with shop but the company just kept telling me the 5 or so times when I kept calling and putting me on hold just to come back on the to tell me that they was waiting on the adjuster review along with the underwriter approval. So I feel we had bad communication and I pray no one else has to experience what I had to go through waiting for my vehicle to approval in order for their vehicle to be fixed. ???????

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  

  Business Response

  Date: 01/09/2025

  Hello Again ,
  
  Not sure what there is to disagree with , above you saw all the approvals you received with this plan that you purchased.
  
  There is a process for claims to get approved and depending on the size of the claim of course there might be the need of an adjustor and or underwriting approval.
  
  Not sure why you would pray that other customers dont get their claims approved like claims has done for you and paid out more than what you purchased the coverage for with another 3 & years left on your plan.  
  
  If you feel you would have better chances with another company feel free to contact us to cancel this one out because as we can see it is still active in our system , just remember to read reviews on those other companies and when they dont cover your claims you can refer back to this complaint on how our claims did assist you according to the contract.
  
  THIS CLAIM IS CLOSED CUSTOMER HAS RECEIVED SERVICE AS PER THE POLICY AND IS NOW SLANDERING 

• Initial Complaint

  Date:12/17/2024

  Type:Product 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.

  I purchased an extended warranty from this company in the 7/1/2024. They denied a claim because they stated that the issue wasn't covered per the exclusions. The heater core is clogged. However, there is no manufacturer maintenance that could have been performed on my part that could have avoided this issue. The exclusion, item #6, they reference mentions clogging. However, that exclusion is with regards to misuse or abuse. None, which I have done to have caused the issue. Nonetheless, I decided that it was best to cancel my agreement due to their lack of providing coverage. So I called the company to request a cancelation and I was told that my refund was going to be $1,792.02 and that it includes a $50 administrative fee. I purchased the policy on 7/1/2024 for 60 months of coverage, or 100K miles for $2,695. I paid the policy in full. I do not agree with the refund amount and requested an explanation of how this was calculated and have not been provided one. I was informed that the refund is based on the time of coverage provided, which I feel is reasonable. However, I don't understand how 6 months of coverage equates to a reduction of $899.98 (which includes the $50 administrative fee). Also, I have an issue with the fact that a $50 administrative fee is being accessed when my agreement says that the cancelation fee is $25 fee or 10% of the pro-rata amount, whichever is less. I would like the company to provide an explanation for the calculations of the refund because for a 60 month agreement in the amount of $2,695 and 6 month coverage should be equal to approximately reduction amount of approximately $270 when dividing the purchase amount by the 60 month coverage period and multiplying the monthly coverage amount by the 6 (7/1 to 12/16) months of coverage and not a reduction of $899.98, such seems more of a 34% penalty. I don't agree that their refund amount is reasonable or fair and would like an explanation of the calculation and a revised refund amount.

  

  Business Response

  Date: 12/17/2024

  Hello *****,

   

  Thank you very much for writing this so we can explain to you and all the readers how this works. 

   

  So when a customer wishes to cancel their policy and are a paid in full , we are required to reach out to underwriting for the refund amount. 

   

  What you failed to mention in your complaint is the usage, you did have covered repairs that do come out of the proration . 

   

  Feel free to read the cancellation terms again .

   

  If you would like to cancel and receive the proration please reach out to us , otherwise the amount will continue to get lower over time due to the months the plan is active for.

   

  We wish you and your vehicle well.

   

  Thank you 

  Customer Answer

  Date: 12/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  I understand that the business is required to reach out to underwriting for the refund amount, but I have yet to be given an explanation or breakdown of how the proposed refund was calculated. 
  
  As far as covered repairs that you say I failed to mention, I confirmed with the repair facility that your company did not make any payments to them. I confirmed with the repair facility that, as a matter of fact, their extended warranty section who submitted the claim has not been notified that your company approved the actuators and the only reason they found out about that approval was because I notified them. Therefore, the claim they submitted was never paid or fully completed and your company will not be paying for any covered repairs at all. As such, the amount you mentioned as paid covered repairs should not be deducted out of the proration. 

  I look forward to an explanation or a breakdown of the calculated pro

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

  

  Business Response

  Date: 12/29/2024

  Hello Again,

   

  The repair was approved and authorized , in order for the shop to collect payment they need to reach out to claims which is standard procedure in any business .  Once they call in and provide whats needed payment will be over the phone.

  Customer Answer

  Date: 12/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Please understand that I  have taken the vehicle out of the repair facility. I'm requesting that you do not remove (what you are calling usage) that amount out of the refund, as I nor the repair facility will ever be making any requests for payment at all. 

  I am still waiting for your company to provide a breakdown explaning the refund amount and its calculation.   I was informed when I called your customer service that your company approved a repair, but the facility was never informed by your company and me informing the repair facility of this supposed approval meant nothing to them, so the vehicle was taken out of the shop.

   you keep saying that the amount was removed from the refund, when in fact your company has not paid nor will they ever pay anything because the vehicle is not going back to the repair facility.

  You simply prolonging this and keep avoiding providing me the breakdo dowry I asked when I submitted my initial complaint on 12/16/2024. I also stated on my initial complaint that I had an issue with the fact that a $50 administrative fee is being accessed when my agreement says that the cancelation fee is $25 fee or 10% of the pro-rata amount, whichever is less and you have yet to address this also. 

   Please, all I'm asking is that you close any pending claim on you end, as the vehicle has been removed from the repair facility and they will  not be any payments requested, provide me an explanation of the calculations of the refund and address the administrative fee.  

  Thank you! 

  
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ******
  
  
  
  
   
  

• Initial Complaint

  Date:12/03/2024

  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.

  i have after market warranty with Omega Auto Group seller account is Premier auto protect ************************************************** will not pay because I do not have any maint. records I do my own work and keep records but they were lost when Hurricane ****** came thru my basement was flooded and I am working with **** to get it repaired. so I have no records what kind I do?

  

  Business Response

  Date: 12/18/2024

  Hello ,

   

  We did speak with the claims and they said: We are proceeding with the claim without the service records. The claims adjuster spoke to the shop

   

  This complaint is closed.

   

  Thank you 

• Initial Complaint

  Date:11/11/2024

  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.

  Purchased a warranty policy in March 2024. Miles just over 100k. I had a month lapse in July. In Sept i restarted with Premier, they put me under a different policy and company. Back in March when I first started, I sent them the picture of odometer at just over 100k miles. A few days ago, my alternator went out. The service manager at the shop called for warranty claim. At that time he was told that I should have never been given the policy because they do not insure vehicles with over 100k and that I would be refunded my premiums. After days of calling, being transferred person to person, and just hung up on, I was told that I lied about my mileage and would not be getting a refund. Which I I have the proof of the mileage I sent to them ilback in March being OVER 100k. I was told the person that sold me my policy no longer worked for the company. They refuse to pay my claim, refuse to refund my premiums. This was absolutely fraud not on my part!

  

  Business Response

  Date: 11/11/2024

  Hi ******,
  
  Thank you very much for writing this so we can let everyone know what happened.
  
  1st you signed up in March and that policy was cancelled out due to non payment on your side.
  
  You signed up again in August for a plan that is eligible for vehicles only under 100k. You told us your vehicle had 99k on it and that is what we put on it.
  
  we are not sure when you sent this photo to but it would seem you sent it when you first signed up in March and not in August when you resigned since your policy was cancelled due to non payment.
  
  When you did resign up like the first time we did ask for a new photo and  if you did send it to us or let us know the vehicle was over 100k we would have gotten you a plan that would offer coverage on vehicles over 100k.
  
  
  Although technically you are not eligible for any refunds we did request  the finance company for a refund of some sort.
  
  
  We wish you and your vehicle well.
  
  
  THIS COMPLAINT IS CLOSED , CUSTOMER WILL GET A COURTESY REFUND IN GOOD FAITH AND THEY DID NOT GET US WHAT WAS NEEDED WHEN THEY SIGNED UP AFTER THE FIRST PLAN WAS CANCELLED DUE TO THEM NOT PAYING THE BILL
  
  

  Customer Answer

  Date: 11/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  I never saw the email prior to this. When I first opened the account in March I told them I had 103k miles. Then it lapsed in June and when I reopened the account in August they never asked me my mileage. Of course I would not have told them my mileage went backwards. 

   

  They even told me the guy I was dealing with with no longer worked for the company. Either he didn't care, or the company is lying about that also.

   

  Please help me resolve this.

   

  Thank you,

  ****** *****

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *****
  
  
  
  
   
  

  

  Business Response

  Date: 11/21/2024

  Hi ******,

   

  We did not receive a photo of odometer at time of purchase. 

   

  You also had the new waiting period which includes 30 days to review the policy to make sure it was all correct. 

   

• Initial Complaint

  Date:10/22/2024

  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.

  I purchased this extended warranty from Premier Auto Protect and was sold this policy From one of their service writers that did not disclose information about the title status and how it would affect a claim. So I made a claim And it got denied due to my title status being rebuilt . I called to shed light on this situation and they Refused to help me offering me $175 surcharge to add the status of my title on my policy in which my claim would still be denied so that still does not help me because the car is in need of repair now. Initially, when I made this policy with the service writer, nothing was mentioned about a title status. and how would a consumer know if they didn't ask me any question about it initially. If something was mentioned, I would have verified the status of my title, which is actually my wife's car that she purchased so i did not know the title status off hand and she is not car savvy so she didn't know either. Not to mention they take down your Vin number initially, so they can definitely verify the title status for me before selling me the policy in which was not done or mentioned at all. ***** Was The supervisor who I spoke to, and was very Unapologetically rude and not sympathetic towards this situation, in which his company has made for me because they failed to mention details just to make a sale Which was very misleading and deceptive practicing. Several things went wrong with this company from the jump. They had my incorrect mileage which I corrected multiple times calling so it's on record and also sent pictures which in the handbook the mileage was way over than what my car actually had. This company is a scam and I would like to pursue legal action against them because I would never have gotten Warranty if they asked about the title status which supposedly they cover rebuilt and Salvage Cars so if my car is rebuilt or savaged, why wouldn't I tell them that or them look it up my car by my Vin number if they asked about it. Total scam

  

  Business Response

  Date: 10/22/2024

  Hello ****** ,
  
  Thank you very much for writing this so we can inform all readers of what happened.
  
  You purchased a coverage on 08/28/2024 for your vehicle.
  
  About 35 days later you took the vehicle into the shop for a repair, during the claims process it was determined that your vehicle has a salvage / rebuilt title.
  
  According to the policy you purchased in order for there to be coverage on this type of title it would need to be added on for a surcharge.
  
  Since there was no surcharge included up until you had a claim , underwriting is not able to approve this claim for you.
  
  We offered the option to add it on ( we also would have asked to see if we can get it at no charge) and future claims would be covered as long as they fell under the coverage plan of course.
  
  You received an email confirmation and hardcopy showing optional surcharges , you had three of them checked off for unlimited miles , 4wd /awd & turbo /supercharger , you can also see where there is another box for a salvage ********** 3 #** also states if the vehicle does have a salvage it would need to be included as a surcharge. You had 30 days to review the coverage and if you felt for any reason it wasnt satisfactory you could have reached out to us.
  
   While speaking to our customer service you mentioned that you were not sure of the title status of this vehicle until claims brought it to your attention , so you purchased a vehicle with a salvage / rebuilt title without knowing is what you stated. Then you said if you knew this was a surcharge you would have asked your wife since this is her car and she would have told you of the status. So you then said this was not your car , although all the documents are in your name and its your wifes car who knew about this but didnt  tell you it was salvaged. What is also interesting is the next day you called in to cancel a policy under the name of ****** ****** for a 2020 GMC which when you called mentioned that was your wifes car. So we are not entirely sure what to believe anymore regarding whos car is whos and if you knew or didnt know this vehicle was a salvage / branded title.
  
  With all above we offered you two options : 1. To opt out of the coverage or 2. To add the surcharge and continue with this plan and this current claim wont be covered. After offering those options and your choice of words according to the policy we did have to cancel out your plan.
  
  THIS COMPLAINT IS CLOSED ALL FUNDS HAVE BEEN REFUNDED TO THE CUSTOMER SINCE THIS POLICY WAS VOID FROM THE BEGINNING SINCE THE CUSTOMER DID NOT DISCLOSE HIS OR HER VEHILCE WAS A SALVAGE / BRANDED TITLE.
  
  We do wish you , your wife and vehicles well just in the future we recommend you let any company know its a salvage /branded title before you try to put in a claim in during your first month.