ComplaintsforRenascent Protection Services

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  my car was totaled out 1/13/24. bank canceled the warranty 1/13/24. today is June 28th 2024 and I have received an email where I bought the vehicle from stating that this warranty company will not refund me any money (still had a year left at the time of loss on the warranty) due to the claims they have already paid out. 3 claims total and the last one I had to fight tooth and nail because they sent out an inspector that didn't do his job properly. this is robbery. bank was paid off and obviously the warranty company was at the time of purchase. for them to be allowed to deny refund for unused time on the contract needs to be looked at.

  Business response

  07/15/2024

  This response is written with regard to the Better Business Bureau follow-up to the complaint of *****************
  *****, Complaint ID *****************************, received by Renascent Protection Solutions, LLC on July 15, 2024.
  Thank you for your patience while we further investigated this matter. Upon review of *** ********************* file,
  we note that ************** contract clearly and without dispute contains language that states that the refund
  calculation will be less the value of any claims paid at Article VI, Section D.
  ************** purchased his contract a little over two years ago and paid $3,990 for it. In two years, **************
  has received payment on three claims totaling $8,095.33. Despite ************** inflammatory and incorrect
  assertions, his refund has been handled correctly under the terms and conditions of the contract. The amount
  paid in claims through ************** contract exceeds not only the refund calculation amount, but it is also more
  than double the amount paid for the contract. Thus, no refund amount is due for this cancellation as the
  claims paid under the contract are more than the refund amount. ************** has received more than twice
  the amount in benefits that he paid for the contract and the contract certainly worked out to ************** benefit.
  We note that ************** set the disputed amount at $3,800.00. Even if ************** had not received more than
  twice the cost of his contract in repair payments, he would have only been entitled to a pro-rated refund which
  would have been less than $1,000. However, as stated, the contract terms clearly state that the cancellation
  refund calculation will be less the amount of any claims paid, and the claims far exceed the refund amount.
  Further, the contract also states in Article VI, Section D, that if there is a loan on the vehicle, the lender, and
  not the contract holder, will be named on the refund check and paid the amount of any refund owed. There
  is a loan on the vehicle, thus, even if there were a refund amount owedwhich there is notit would have
  gone to the lender and not **************.
  This matter was handled correctly by the Renascent staff and no refund amount is owed to **************.
  Should you require additional information, please feel free to contact me at ************************

  Customer response

  07/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21915590
  
  I am rejecting this response because: first and foremost there isnt a loan on this vehicle. This vehicle was paid in full by my insurance company and I have documentation to prove it. Second in none the paperwork I have (because this company did not give all the required documentation to the customer when the car is sold from the dealer) says any of what was stated above. They didnt even a document stating whats covered and not covered. I even called about this various times and none of the customer ********************** reps could give me this info. I work for a shop that deals with warranty claims regularly and their contracts have everything down to the fine print. I still have all the original documents from the dealership in the original folder. This warranty company practices are shady and for high end vehicles such as my *** m5 they make it even worse to process a claim. The simple fact you said theres a loan on this vehicle when there hasnt been one in months proves how shady yall really are. Again I am owed a refund regardless of whatever yall are trying to spew. I will continue to fight this. 
  
  Regards,
  
  *******************

  Customer response

  07/20/2024

  attached are images of both the vehicles being paid off by insurance company to **************** and the insurance having no lien on the vehicle as well. both *********** and njm insurance hold no financial responsibility of this vehicle. the vehicle is mine to keep clean and clear. 

  Business response

  07/26/2024

  Thank you. Again, the cancellation refund calculation will be less the amount of any claims paid, and the claims far exceed the refund amount. 

  Customer response

  07/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21915590
  
  I am rejecting this response because: again I have no documentation stating that nor was I given the entire contract when I asked for it multiple times by the selling dealer nor the warranty company. again I want the rest of the contract refunded 
  
  Regards,
  
  *******************

  Business response

  07/30/2024

  n/a

  Business response

  08/02/2024

  Let me know if anything else is needed. 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The below is a copy of an e-mail sent to the business representative I was working with on an extended vehicle warranty claim. After further consideration and my attempts to resolve this matter amicably with you directly, I was misguided in the referenced claim. From the start, I explained the situation I was in when I sought your assistance and guidance in getting my car repaired and to avoid issues because the repair shop was unwilling to deal with warranty companies. I further explained the financial situation I was in and the jeopardy that a denied claim would add additional strain to my finances and thus prevent me from paying my rent if the nearly $4,000 claim was denied. Note that at the current time, I am facing eviction because I am now 2 months behind in rent which is the approximately $4,000 claim and out-of-pocket costs of the repair. My starting this is to emphasize to you that my understanding and intent and what was done was in keeping with your instructions. When I originally explained the situation to you and explained that the repair shop was unwilling to work with extended warranty companies and whether there was a way to work around them being paid by Renascent Protection Solutions, LLC, and by me direct. You explained the two options. The first was to go through the normal procédure. The second option you provided was that I pay for the repairs and Renascent Protection Solutions, LLC reimbursed me with the understanding that the repair shop needed to provide details on the needed repairs, so their need could be understood and verified. The repair shop did that which was verified by you. There was no apparent issue noted with the information they provided and according to the repair shop they understood that you were satisfied with the information they provided and an inspection was not even discussed nor requested during that conversation. The second addition to this reimbursement option was that an inspection may have to be performed to verify the repairs were done. At no time was it explained when the inspection was to be done, or if it would be required but one would assume after the repairs were complete. At no time was it explained that the inspection needed to occur in the shop or that parts were needed for inspection. This was only added as an additional layer after I paid for the repairs and retrieved the car some 8 days after the repair was complete. Note that I retrieved the vehicle after being released from the hospital and my mind elsewhere but after closer review of the correspondence between us I have been able to verify the foregoing and continue to assert that I followed the option and its requirements as explained by you. Note that on the day I retrieved the vehicle, I phoned you to discover that you were now stipulating that the inspection was to be completed while in the shop. The first that was explained. In an email following I went as far as offering to have the vehicle inspected that same day or in the days that followed and even offered to pay for that inspection myself to bring an amicable solution to the matter. That offer went unresponded to in addition to others. That was offered to resolve the matter and with the thinking, I may have misunderstood. Again, after furhter consideratioin and closer review of the communications, I did not overlook anything in how the reimbursement option was explained and the course I followed. I would like the claim reassessed and the above facts considered. If I fail to receive a response from you or someone representing your firm informing me that the claim has been reviewed and in light of the above approved no later than the EOB on Friday March 22, 2024, I will have no other choice than to seek immediate legal action in the Boston, MA District Court to resolve this matter. This is something I would like to avoid. I appreciate your time and consideration in the above matter. Please feel free to contact me at this e-mail address or via my cell phone: ###-###-####. Regards, **** M. ********

  Business response

  04/22/2024

  This response is written with regard to the Better Business Bureau follow-up to the complaint of **** ********, Complaint ID BBB-********, received by Renascent Protection Solutions, LLC on April 16, 2024.
  
  Thank you for your patience while we further investigated this matter. Upon review of **** ********’s file, the denial of the claim was both proper and a direct result of Mr. ******** actions in breach of the contract. The claim was denied for failure of prior authorization by Renascent. The contract, in several places, states that no benefits will be paid under the contract without prior authorization. Renascent was initially contacted by Mr. ********, which is not standard in that 99.9% of all claims are called in by a repair facility. Mr. ******** was told to have the repair facility hold on the repair so that an inspection could take place and the claim determination could then be made. Mr. ******** was told inspection usually takes 1-2 business days once Renascent gets all the information. The timeline below shows the interaction.
  
  12/15/2023 – Mr. ******** emailed Renascent an invoice, Renascent opened the claim the same day and Renascent let Mr. ******** know to have the repair facility call in and file the claim, as is the usual practice.
  
  12/19/2023 – Mr. ******** emailed Renascent asking about the inspection process, and he was advised that repair facility still needs to call Renascent and provide a repair order number and the cause of failure to be able to move the claim forward.
  
  12/21/2023 – Renascent called repair facility at ###-###-####, spoke with Khalil asking for the cause of failure(s) and was advised all repairs were complete and vehicle was gone.
  
  12/28/2023 – Renascent advised Mr. ******** that the claim was denied for no prior authorization.
  
  Mr. ******** failure to allow inspection and to cause the repair facility to complete the repair without authorization, was a breach of the contract. Further, Mr. ******** caused this breach to occur after being directly informed as to the exact process required to adjudicate his claim under the terms of the contract.
  Renascent requires that all claims must have prior authorization for a variety of sounds reasons, including being able to make an accurate determination as whether the cause of failure was covered under the terms of the contract. The reason 99.9% of claims are called in by a repair facility is that 1) a consumer generally is not able to provide an accurate diagnosis regarding the cause of failure and 2) a consumer cannot issue a repair order to review and pay the claim from. Once a vehicle is repaired, the cause of failure cannot be independently confirmed by a third-party inspector. As such, claims that do not have prior authorization are denied, following the terms of the contract.
  
  Should you require additional information, please feel free to contact me at [email protected]
  

  
  

  Customer response

  04/23/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: I made it clear that the repair facility was not willing to work with a warranty company directly and was specifically given the option by the advisor that I could make payment and be reimbursed once they spoke with the facility (done) and possibly performed an inspection ( never confirmed it had to be done and NEVER said when.  They could have performed the inspection when the car was in the shop or after.  
  
  Regards,
  
  **** ********

  Business response

  05/29/2024

  This response is written with regard to the Better Business Bureau follow-up to the complaint of **** ********, 
  Complaint ID BBB-********, received by Renascent Protection Solutions, LLC on May 29, 2024, 2024. 
  Thank you for your patience while we further investigated this matter. Upon review of **** ********’s 
  response, we note that he is misconstruing events. Mr. ******** had previously conducted repairs without 
  prior authorization and was given a one-time exemption from the contract’s clearly stated policy of excluding 
  unauthorized repairs. All repairs covered under the contract must receive prior authorization or they will not 
  be covered. RPS went above and beyond and gave Mr. Richard’s a one-time exemption to maintain good 
  customer service. However, that one-time allowance does not vary the terms of the contract which require 
  claim notification and prior authorization to be covered under the terms of the contract. 
  Mr. ********, as noted in the several other RPS responses, did not acquire prior authorization and thus his 
  claim is excluded from coverage. 
  Should you require additional information, please feel free to contact me at [email protected]. 

  Customer response

  05/31/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  The statement that there was a one time exemption is false as that was not relayed then nor was it during this most recent claim.  The claims stand alone and the representative in fact said I could be reimbursed this time as well. I followed the protocol as set forth by the warranty rep.  and when I tied to complete the procedure by scheduling the inspection once I picked up the vehicle i was told it was not an authorized repair as the inspection should have happened in the shop.  At no time was that communicated prior and when the rep had the opportunity to schedule it with the repair shop while he verified the need for the repairs (which was completed successfully) the rep failed to do so.

  
  Regards,
  
  **** ********

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased vehicle from dealer 3/3/23 and bought Performance First Ultimate Plan Extended Warranty. On nov 6 2024 (antifreeze/coolant leak was fixed for overheating) but on the way home the overheating light returned and we took vehicle immeidatly back that day with " no issues" to report from the dealership. and Nov 28 of 2023 the vehicle was taken to Land Rover dealership of San Antonio for overheating signal and was told they could not find problem of overheating. they held the vehicle for 1.5 weeks without any diagnosis of problem. The car states over heating again 3/1/24 and shut down in the road and was taken to facility via to truck. Upon further review they stated that it "needed a new engine". The warranty person inspected the vehicle and reported damage due to over heating and denied our claim for total engine repair. we gave documented repeat visits to the dealership for this issue and this was NOT due to neglegance of improper car care. The contact states to contact local BBB for mediation. I feel the warranty company is not honoring their coverage and seek that they cover the repairs/

  Business response

  04/24/2024

  This response is written with regard to the Better Business Bureau follow-up to the complaint of Ray 
  **********, Complaint ID *****************************, received by Renascent Protection Solutions, LLC on April 22, 
  2024. 
  Thank you for your patience while we further investigated this matter. Upon review of ***************************** file, 
  the claim was denied due to continued operation of the vehicle while in an overheated state. Article V, Section 
  D requires the proper amount of coolant to be maintained and states that damage arising from failing to 
  protect the vehicle once a mechanical breakdown has occurred is excluded from coverage. Renascent had 
  a third-party inspection performed and the inspection report stated that the damage resulted from continued 
  operation while overheated. The inspection report also cited a warped engine block, burned head gasket and 
  melted plastic in the engine bay as evidence of continued operation while overheated. 
  The denial of ************************** claim was supported by evidence and clearly falls within the exclusions from 
  coverage under the terms of the contract. 
  Should you require additional information, please feel free to contact me at ************************. 

  Customer response

  04/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21482500
  
  I am rejecting this response because:  the inspector's report does not match up with the dealership technicians who are the real experts when it comes to working on these type of vehicles.
  
  Regards,
  
  ***************************

  Business response

  05/16/2024

  Attached is the inspection report for the vehicle.

  Customer response

  05/20/2024

  Range Rover dealership who took down engine has multiple conflicting reports than the warranty inspector report they attached. 

  The warranty report overspeculates without proof.

  We are trying to arrange mediation through BBB as the warranty company requested in the appeal process. The local San ************** ********** does not answer. 

  Can the BBB do medications between consumers and businesses?

  This is by no means solved and we are seeking full repair covered under warranty

  Customer response

  05/22/2024

  Hello I am available for mediation o June 3rd 2pm Central time for mediation. I am located in **. Will I get a link for virtual visit?

   

  will this time work?

  Business response

  05/23/2024

  RPS will agree to the mediation only if it is a remote mediation. Our General Counsel has availability on June 13th or 14th in the afternoon. Please let me know what works best for you. 

  Business response

  05/28/2024

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .********, and find Mediation is necessary.

  Thank you.

  Customer response

  05/29/2024

  
  ***************************
  Tue, May 28, 3:08 PM (1 day ago)
  to me
  
  Hello, I do not see where to reply to latest BBB message via the link.
  
  
  
  June 13 is not an available date as I am traveling June 11 to June 20.
  
  Is there another dates after June 20th that works?
  
  Is June 3rd 2pm available as previously offered? I has responded with that request. 
  
  If there is a more effective way to respond please advise,
  Thank you .
  
  **********************;

  Customer response

  06/03/2024

  
  ***************************
  Thu, May 30, 6:32 AM (4 days ago)
  to me
  
  yes please schedule for June 24 at 10 am please

  Business response

  06/12/2024

  Let me check if that works well for our General counsel.

  Business response

  06/12/2024

  June 24th at 10 am works for us. Please confirm when this is set up. Thank you!

  Business response

  06/18/2024

  I thought we agreed on 10am on June 24th. 

  Business response

  06/18/2024

  That's fine. Can you send me the details on this call. 

  Customer response

  06/21/2024

  attached are the Range Rover Dealerhsip reports for ALL visits originating from ******** 2023 as waall at DTPA demand letter 

  Thank you

  Customer response

  06/21/2024

  attached are the Range Rover Dealerhsip reports for ALL visits originating from ******** 2023 as waall at DTPA demand letter 

  Thank you

  Business response

  06/24/2024

  ************************* <******************>
  Attachments
  Mon, Jun 24, 1:24 PM
  to ****************** ************************
  
  ******,
  
  Please find attached the fully executed Settlement Agreement.
  
  Best Regards,
  
  *******
  
  *************************
  Paralegal/Legal Assistant
  Renascent Protection Solutions, LLC
  ***********************************************************************************************************
  Direct Line ***********************
  Fax **************

  Customer response

  07/01/2024

  ***************************
  Mon, Jul 1, 4:52 PM (7 days ago)
  to me, txtrial
  
  Hello Trezon,
  I am trying to communicate with their lawyer to get used engine info they agreed to source.
  How can I get in touch with them?

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Warranty repair refusal please see attached conversation history on the repair refusal. i have been unable to obtain any further information on how to appeal the refusal from Renascent i am looking to have the repairs quotation approved so i may proceed with the repairs and reimbursement of $806.22 which i paid for the assessment as required by Renascent please let me now if you require any additional information

  Business response

  04/29/2024

  This response is written with regard to the Better Business Bureau follow-up to the complaint of **** ******,
  Complaint ID BBB-21468277, received by Renascent Protection Solutions, LLC on April 25, 2024.
  Thank you for your patience while we further investigated this matter. Upon review of **** ******’s file,
  There were several items that were approved, and one item set that was denied coverage. Renscent
  approved coverage and repair of the right rear shock, the rear air lines, the air suspension and the air
  suspension manifold. All of these items met the definition of mechanical breakdown and were not excluded
  from coverage under the terms of the contract.
  The front air struts were denied coverage as the conditions of the damage were excluded from coverage
  under exclusions clearly listed in the contract. Damage resulting from corrosion is excluded from coverage.
  The damage to both front struts was the result of corrosion and thus excluded from coverage. Section 3(D)(2)
  specifically and clearly excludes a breakdown caused by rust or corrosion. The inspection report states that
  both from shocks were leaking due to top plate corrosion and that there was much corrosion present on both
  front shocks and that when a bubble test was preformed, bubbles were evident at the site of the corrosion
  demonstrating that the leak was due to corrosion.
  In summary, the items that were not specifically excluded from coverage under the terms of the contract were
  approved and authorized for payment, and the items that were excluded from coverage under the clear terms
  of the contract were denied coverage.
  Should you require additional information, please feel free to contact me at ******************. 

  Customer response

  05/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21468277
  
  I am rejecting this response because: 
  
  Regards,
  
  **** ******

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  BBB transcribed from typed letter:

   

  To: BBB of Chicago 121W ****** Drive Suite 2000 
  ******* Illinois 60601 

  
  From: ***************************** ***************************** Hephzibah Ga 30815 
  subject: Complaint on Endurance Powered by MEPCO 
  Account Nr: ************** 
  Contract Nr: MBY2006645 

  
  Greeting 

  
  This is a compaint on the above mention company Endurance Powered by MEPCO I paid $3600 for the best coverage Endurance said they had to offer. 

  
  I took the PREMIUM plan according to to the seller. I attemped to use the coverage on my 2011 740I *** at the *** dealership shop. It was diagnosed with a Instrument Cluster issue according to the *** Dealership its is a Electrical issue, however Endureance will not Honor the coverage. 

  
  When I took the coverage I dotted all the I's and crossed all the T's to include putting a slash through the Q's. 

  
  As a Disable veteran and a Senior Citizen I took the coverage for this reason. This company should be banned from doing bussiness in the ************* and commercials should be taken off the television.

  
  The repair cost is $2600 and as mention I paid $3600 for five years worth of coverage, I served 20 years 4 months and 18 days in the Military to be treated this way. 

  
  They spread misleading information and not TRUE to they WORD and CONTRACT,In sum I am requesting $3600 in reimbursement, according to the BBB the RED flags  came up as soon as I initiated the complaint and MANY other complaints are in on this company. "What a Shame" 

  
  Thanks in Advance 
  **************************;
  1SG 
  Retired US Army
  
  

  Business response

  03/14/2024

  Endurance is simply the selling agent for this contract. The administrator is DriveProtect. This means that DriveProtect is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims. 
  
  Please forward this complaint to DriveProtect
   Allegiance Administrators [d/b/a DriveProtect](*****************************************************************************************************************************************************************)

  Business response

  03/27/2024

  This response is written with regard to the Better Business Bureau follow-up to the complaint of ***********;
  ********, Complaint ID *****************************, received by Renascent Protection Solutions, LLC on March 27, 2024. 
  Thank you for your patience while we further investigated this matter. Upon review of ********************** file, 
  Renascents denial of Mr. ********* claim was appropriate in that the claim relates to the instrument cluster. 
  The instrument cluster is clearly excluded from coverage under the terms of the contract. Thus, the denial is 
  simply a function of following the terms of the contract. 
  ******************** can cancel his contract at any time and receive a refund. He has to initiate the cancellation 
  process with the company that sold him the contractpursuant to the terms of the contractand follow the 
  required cancellation procedures to receive his refund. 
  Renascent thanks ******************* for his lengthy service to our country. 
  Should you require additional information, please feel free to contact me at ************************.

  Customer response

  04/10/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  **************************;                                                                  6 April 2024
  *****************************
  ********* Ga 30815
  **************
  
  TO:BBB
  1169 *********
  ******************
  
  
  Subject: ******** (Rejection)
  ATTN : Trezon Dancy                                               
  Renascent Protection Services
  
  This letter references the above case. I spoke to the account manager about the  issue at hand  and my concerns. She offered me 50% off my last payment in March ***************************************** full.  She looked up the contract and  the salesman that sold me the warranty,  She then stated the sales person that sold me the contract was TERMINATED. I then stated that it says a lot about the MISLEADING practices that were used to sell the contract.
  
  I then asked for a full refund from the contract because of all  the UNETHICAL practices used. I have paid the contract in full. As stated before I was told I had the best plan this company has to offer and it covered EVERYTHING electrical from TOP to BOTTOM, LEFT to RIGHT to include FRONT to BACK.
  
  This company has misleading practices and unethical standards and I Hereby stand by the request of a FULL refund or the repair of my vehicle  
  
  The Account Manager that i spoke with was *************************** *************)
  
  
  The *** shop says it is diagnosed as electrical  with the instrument cluster, the cluster controls all electrical components of the vehicle .
  
  Sincerely,
  *****************************
  U.S.Army (Retired)S
  
  
  
  Regards,
  
  *****************************

  Business response

  04/24/2024

  This response is written with regard to the Better Business Bureau follow-up to the complaint of ***********;
  ********, Complaint ID *****************************, received by Renascent Protection Solutions, LLC on April 22, 2024. 
  Thank you for your patience while we further investigated this matter. Upon review of ********************** file, 
  the determination of the denial of Mr. ********* claim remains the same. The instrument cluster is excluded 
  from coverage under the terms of the contract. The component upon which the claim was based is clearly 
  identified as being excluded from coverage. The terms of the contract have to be followed by both parties. 
  The denial was proper. 
  Should you require additional information, please feel free to contact me at ************************. 

  Customer response

  07/01/2024

  This reply is in reference to my complaint and rebuttal I do not consider this resloved i am still requesting a FULL refund  please us this email address to reply. 

  Customer response

  07/03/2024

  This reply is in reference to my complaint and rebuttal I do not consider this resloved i am still requesting a FULL refund  please us this email address to reply. 

  Customer response

  07/03/2024

  Attached is contact information. This company is a RIP OFF. Just look at all the complaints.  Again I am requesting a full info.  The POC states that the consultant that sold the contract is Now terminates.  What else do we need to know.  
  

  Pls reimburse  in FUL

  Customer response

  07/03/2024

  Attached is contact information. This company is a RIP OFF. Just look at all the complaints.  Again I am requesting a full info.  The POC states that the consultant that sold the contract is Now terminates.  What else do we need to know.  
  

  Pls reimburse  in FUL

  Business response

  07/08/2024

  This response is written with regard to the Better Business Bureau follow-up to the complaint of ******
  ********, Complaint ID *****************************, received by Renascent Protection Solutions, LLC on July 8, 2024.
  ******************** will be offered a full refund as he requested. Renascent staff will contact him and finalize this
  matter.
  Should you require additional information, please feel free to contact me at ************************. 

  Customer response

  07/09/2024

  [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 accept the business's response to resolve this complaint  with agreement of FULL refund , I will be awaiting contact from  the business for closure to this complaint

   

  
  
  Regards,
  
  *****************************

  Business response

  08/06/2024

  Per business on August 6, 2024
  
  We mailed the check to him. He should have gotten it a few weeks ago.
  
   
  
  

  Customer response

  08/06/2024

  Good Afternoon

  I am rejecting the closure of this complaint Reason NO check has been received to date ( 6 August 2024 ) the company can check to verify if check was cashed .

  My address is :

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

  **********************************;

  Hephzibah Ga 30815

   

  Thx BBB

   

   

   

   

  Customer response

  08/06/2024

  Good Afternoon
  
  I am rejecting the closure of this complaint Reason NO check has been received to date ( 6 August 2024 ) the company can check to verify if check was cashed .
  
  My address is :
  
  *****************************
  
  **********************************;
  
  Hephzibah Ga 30815
  
   
  
  Thx BBB

  Business response

  08/06/2024

  We mailed it to ******************************* at Endurance and her number is ************. This is following our protocol.  Please contact her for your payment.

  Customer response

  08/07/2024

  
  
  
  Thank you so much I will give her a call. You guys are AMAZING.  
  
  I will do a follow-up with you if thats ok. 
  
  Thx again 
  

  Customer response

  08/09/2024

  Hello
  
  I have tried calling ****************************;  several times NO answer , I called another number and was told they  Resloution Team will be getting back to me by 
  
  COB today. As of August 7 2024 this is still and open claim ,rejecting the closing of the claim.
  
  Mr  ********

  Customer response

  08/12/2024

  ******************** said he spoke to the business on Friday.  They will be cutting a check on Tuesday and overnighting it to ********************.  ******************** said he will call and let us know.

   

  Customer response

  08/19/2024

  
  
  
  
  
  
  Good morning, check cleared thx a million . You guys a GREAT pls pass to your staff. 
  
  
  
  

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Renascent Protection Solutions for their failure to honor the terms of our warranty agreement, specifically regarding covering the cost of a necessary teardown and the total replacement costs of parts for my BMW vehicle. This failure is not only resulting in significant financial loss but has also demonstrated a lack of integrity and accountability on their part. On February 27th, 2024prior to authorizing a teardown at a certified BMW dealership, I contacted Renascent Protection Solutions to confirm coverage under my warranty agreement. The adjuster, *****, explicitly confirmed, on three separate occasions during our conversation, that the teardown costs would be covered by the warranty, provided that the part in question was covered under the agreement. Relying on this confirmation, I authorized the dealership to proceed with the teardown. However, after the dealership completed the teardown Renascent Protection Solutions reneged on their previous assurance. They approved only a fraction of the teardown cost, contrary to what had been confirmed by their adjuster. Moreover, they have refused to cover the total replacement costs, despite the dealership being a certified BMW dealer, which is compliant with the terms of my warranty agreement. This not only breaches our contract but also places me in an unfair financial situation, given that I acted based on Renascent's representative's confirmation. Their refusal to uphold our agreement is both unjust and unethical. I request the BBB’s help to mediate this dispute, aiming for: • Full reimbursement for the teardown costs as initially confirmed. • Complete coverage of the replacement costs as per our warranty terms. Enclosed are the warranty agreement. I seek a fair and prompt resolution from the BBB and appreciate your assistance with this matter.

  Business response

  03/15/2024

  This response is written with regard to the Better Business Bureau follow-up to the complaint of ****** *****, 
  Complaint ID BBB-21421330, received by Renascent Protection Solutions, LLC on March 15, 2024. 
  Thank you for your patience while we further investigated this matter. Upon review of ****** *****’s file, 
  despite the repair facility finding that a failing oil pump sent codes thus initiating dash waring lights that were 
  apparently ignored by Mr. *****, Renascent agreed to replace Mr. *****’s vehicle’s engine under the terms 
  of the contract. The failing oil pump starved the engine of oil causing damage to the engine, a condition that 
  could have been avoided had the warning lights not been ignored and the issue addressed timely. 
  Under the terms of the contract Renascent agreed to fund a like kind quality engine replacement for the 4-
  year-old vehicle. Renascent abided by and followed the terms of the contract. Thus, Renascent is not certain 
  either why Mr. ***** filed this complaint, nor why he is delaying the repair process. 
  Mr. *****, in his complaint, mentions teardown the payment of teardown diagnostic costs. Renascent pays 
  the teardown diagnostic costs if the repair is covered under the terms of the contract, using nationally 
  recognized labor cost guides to do so. That was done in this case. Renascent did authorize appropriate 
  teardown costs for payment. If the repair facility, chosen by Mr. *****, exceeds the national standard for these 
  costs, the amounts in excess are not covered. This helps all consumers by constraining repair facilities from 
  overcharging on diagnostic teardown costs. This is clearly set forth in the contract and Renascent did not act 
  to breach the terms of the contract as asserted by Mr. *****. 
  Should you require additional information, please feel free to contact me at ******************. 

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I purchased my vehicle, I also purchased an extended warranty called Triton Protect. I began having problems with my vehicle. I contacted the warranty program and they told me that I can take my vehicle to any authorized provider. I took my vehicle to Precision Tune Auto Care ***** ************ *** ****** ****** ** *****, ###-###-####). When the mechanic did the break down in front of the inspector, it was agreed that the timing belt was loose which was causing the failure and the issue was not caused by neglect. When the air test was completed nothing but oil came out as expected. The warranty company later contacted the mechanic (*****) and told him that the claim was denied. They told him and myself that the inspector wrote in the report that there was a restriction in the oil passage and the failure was caused by an outside obstruction which is not true. They stated that the report did not indicate what the obstruction was nor would they provide a copy of the report or claim denial letter. The warranty company is refusing to pay for the repair that is clearly covered.

  Customer response

  12/14/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20929971
  
  I am rejecting this response because:  The repair facility will be sending pictures that will dispute the inspection finding indicating that the mechanical failure was due to restriction of oil flow due to lack of maintenance, abuse, etc.  I would like to keep the claim open until Renascent Protection Solutions review the pictures and agree to approve the repair.
  
  Regards,
  
  ******* *******

  Business response

  12/20/2023

  This response is written with regard to the Better Business Bureau follow-up to the complaint of ******* *******, Complaint ID BBB-20929971, received by Renascent Protection Solutions, LLC on December 20, 2023, 2023. Thank you for your patience while we further investigated this matter. Renascent awaits the photographic evidence to be sent by ******* *******. Upon receipt of ******* *******’s additional evidence, Renascent will review the claim and see if the new evidence impacts the original adjudication determination. Should you require additional information, please feel free to contact me at ******************. 

  Customer response

  12/29/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20929971
  
  I am rejecting this response because:  the repair facility has sent the requested pictures 3-4 times already as well as yesterday, December 28th and they are still waiting on a response back from the warranty company.  This has been going on for almost 2 months and I still do not have my car repaired.  Not having a car is affecting my ability to work but yet I'm still making car payments.  I have been very patient; however, this is not acceptable!
  
  Regards,
  
  ******* *******

  Business response

  01/19/2024

  This response is written with regard to the Better Business Bureau follow-up to the complaint of ******* *******, Complaint ID BBB-20929971, received by Renascent Protection Solutions, LLC on December 20, 2023, 2023.

  
  

  Thank you for your patience while we further investigated this matter. Upon review of ******* *******’s file, the claim was denied due Exclusion D of Section V which includes but is not limited, exclusions based upon lack of maintenance, abuse, carbo or sludge build up or failure to maintain proper level of lubricants. The inspection stated the mechanical failure was due to restriction of oil flow. The contract holder disputed the denial and was told that if the repair facility performed further diagnostic testing which showed some other causation for the mechanical breakdown, the claim would be re-adjudicated. However, no further diagnostic has been done and that is still the case to this date. The claim remains on hold, awaiting completion of the further diagnostic—which has not been done. The path to complete this claim has been communicated.

  
  

  
  

  
  

  Should you require additional information, please feel free to contact me at ******************.

  Customer response

  02/02/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20929971
  
  I am rejecting this response because: when I spoke to the supervisor **** on January 18th he advised that there was a restriction (which he stated the restriction wasn't identified and later stated the restriction was assumed) that was assumed to have been blown out when they did the air test.  He stated that corrected the problem and that there's nothing that needed to be repaired.  He stated that once the repair facility put the engine back together after completing the breakdown the car should work fine.  I called the repair facilty and advised of what **** stated.  The repair facility stated that the vehicle has been put back together and it still has the same problem.  The check engine light comes on coding that the timing is out of sync.  He sent me a video that he sent to the company showing the timing chain is loose and that the oil is clear.  The repair facility stated there's no sludge build up in the motor showing any form of neglect of maintenance or abuse which you can clearly see in the video.  I called **** and left a message and asked him to call me back.  He has never called me back. The warranty company is not being truthful.  This has been going on for 3 months.  
  

  Regards,
  

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

   

  Business response

  05/16/2024

  This response is written with regard to the Better Business Bureau follow-up to the complaint of ******* *******, Complaint ID BBB-20929971, received by Renascent Protection Solutions, LLC on December 20, 2023, 2023. Thank you for your patience while we further investigated this matter. Upon review of ******* *******’s file, the contract holder disputed the denial and was told that if the repair facility performed further diagnostic testing which showed some other causation for the mechanical breakdown, the claim would be readjudicated. However, we have not been contacted by the repair facility stating any new failure has been found or that they have performed any new tear down to support coverage under the contract or proceed the claim forward as the required diagnostic testing has not been done. The claim remains on hold, awaiting completion of the further diagnostic—which has not been done. The path to complete this claim has been communicated to Mr. *******. The resolution of this matter is up to him. While wholly within Mr. *******’s discretion, Renascent suggests that he might take the vehicle to a Hyundai dealer that specializes in repairs for this type of vehicle so that the proper testing can be completed, and the claim finalized. Should you require additional information, please feel free to contact me at [email protected].

  Customer response

  05/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20929971
  
  I am rejecting this response because: 

  I had to go another route with the vehicle; therefore, I would like to close this complaint without the matter being resolved with the company.
  
  Regards,
  
  ******* *******

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim date: 11/10/2023 Claim Number: V49704 Contract holder name: ****** ******* (Self) Company Name: Renascent Protection Solutions Adjuster Name: *** ****** (Ext. ****) Phone:-###-###-#### Call info: Called at 11/14/2023 at 11:44 A.M, call duration: 7 Mins Legal Dept: [email protected] I bought bumper to bumper extended warrenty when i bought my car last year, i am still under warrenty. I have two issues 1. Transfer case is faulty: It was diagnosed from BMW facility, when adjuster came for on site review, the claim was denied due to their notes stating my tires are not right size and thus they will be declining my claim, i checked with my mechanic at BMW (Since i had them installed in BMW service station) and i was told that my tires are infact the right size, when i brought this up to adjuster (who was VERY disrespectful on the phone) advised me that there is nothing they can do about it. :THIS IS AN EXCUSE FOR NOT TO PAY THEIR BILLS 2. Rear passenger side door is not latching: My wife went to drop my kid at the school and all of a sudden the door got wide open (While she was driving), my kid could have fall out side. Then my wife went to nearest garage to have it cheked and we found out that two screws fell out and they were missing, resulting in not being able to close the door. The mechanic JUST added two missing screws so my wife can reach home safely BUT the adjuster is not processing this claim stating the part has been replaced, the mechanic DID NOT add any new parts or touched anywhere else, all he did was put on two screws, THIS SHOULD NOT BE THE REASON for declining the claim. I have three major repais (Costing $10,000) in my car and it being denied for not valid reasons. My expectation would be they act like humans and understands someones issues rather then looking for irrelevant issues to decline the claim

  Business response

  12/06/2023

  This response is written with regard to the Better Business Bureau follow-up to the complaint of ****** Panchal, Complaint ID BBB-20870546, received by Renascent Protection Solutions, LLC on December 1, 2023, 2023.
  
  Thank you for your patience while we further investigated this matter. Upon review of ****** ********* file, Mr. ******* had tires that exceeded the manufacturer’s requirements for the vehicle. This is an exclusion to coverage under the terms of the contract. As there was an exclusion to coverage, his claim was properly denied.
  
  
  Should you require additional information, please feel free to contact me at ******************. 
  

  
  

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Ultimate warranty with Performance First aka Allegiance Administrators Nov 2022. My car is a luxury Mercedes GL450. Upon purchase of vehicle, I was informed this warranty wad specifically for luxury brand cars from PNX Luxury cars in Seattle by ***** ***** IV. Nov 2023 - I brought the SUV into Mercedes Tacoma to get diagnosed for Malfunction message in suspension. Basically, the back of the car went down and would not come back up causing major bumpiness. Mercedes Tacoma diagnosed it to need - new OEM rear air bags for suspension - this is a major mechanical issue and thus, would be covered by warranty. Mercedes Tacoma said labor is 8 hrs. Upon follow up with warranty company, they authorized non-OEM parts and 2 hrs of labor, expecting me to pay the difference in both parts and labor. They referenced a page 2 in the contract. Review of page 2, it states a variety of parts can be purchased under their sole discretion. However, it does not state parts can be replaced without warranty on those parts. At this point, this company is a scam. Seeking legal advice in moving forward.

  Business response

  12/07/2023

  We are looking into this. 

  Customer response

  12/08/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20848726
  
  I am rejecting this response because: no business response added to this thread. I was not able to read anything from Ohio.
  
  Regards,
  
  ******* *****

  Business response

  01/02/2024

  This response is written with regard to the Better Business Bureau follow-up to the complaint of *******
  *****, Complaint ID BBB-20848726, received by Renascent Protection Solutions, LLC on November 14,
  2023, 2023.
  Thank you for your patience while we further investigated this matter. Upon review of ******* *****’s file, we
  found that her claim was approved, and parts authorized. Therefore, Renascent is uncertain what the
  underlying issue Ms. ***** may have that requires the filing of a complaint. It may be Ms. ***** issue that
  the parts approved were not Mercedes OEM parts, however, the parts authorized have a one-year warranty
  and are generally accorded as equal to or better than the similar Mercedes OEM parts. Ms. *****’ contract
  at Article II under “Breakdown Coverage” states very clearly that Renascent may use new, non-OEM,
  remanufactured or used parts at Renascent’s sole discretion. The claim was authorized, parts approved for
  installation with a one-year warranty. Ms. ***** contract has been complied with and any delay is caused by
  her alone.
  Should you require additional information, please feel free to contact me at ******************. 

  Customer response

  01/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20848726
  
  I am rejecting this response because: insurance did not cover labor required ro repair. I was billed labor when insurance is suppose to cover it.

  
  
  Regards,
  
  ******* *****

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  • Renascent Protection Services has refused to honor a claim for repairs to my 2008 Boxster S which is covered by a 14 May 2022 Performance First Vehicle Service Contract ********** that Renascent administers. • Instead it has demanded that a totally unwarranted and unnecessary $4,000.00 diagnostic procedure, an engine teardown, be conducted at my expense. The request is outside of scope of the contract: The contract only provides for such teardowns if in the judgment of a Licensed Repair Facility it is necessary “to determine the cause and cost of the repair”. • A Licensed Repair Facility recommended by Renascent has inspected my vehicle and determined “the cause and cost of the repair” without resort to an engine teardown. It has found bore scoring in cylinder 6 and determined that a “short block” replacement is needed at a cost of $26,341.24. • In view of these determinations the demand for an engine teardown is not needed and would provide no additional insight or value. • Reputable sources on the internet including the Porsche Club Of America make it clear that “bore scoring” is a not uncommon problem in 2008 Porsche Boxster S’s that have only been subject to normal use with appropriate maintenance. These sources also make it clear that the appropriate repair to fix this problem is replacement of the “short block”. • Renascent has tried to justify its demand on its desire to conduct its own inspection of the vehicle and its desire to determine if there is further damage to the engine. The contract does not provide Renascent with any right to conduct its own inspection and any such damage would automatically be fixed at no additional cost by a “short block” replacement. • Renascent has not identified any obligation of mine under the contract that I have not fulfilled other than inappropriately demanding that I authorize an engine teardown at my expense. • Renascent’s demand for an engine teardown appears to be a tactic to delay or avoid honoring my claim.

  Business response

  11/14/2023

  This response is written with regard to the Better Business Bureau follow-up to the complaint of ***** ******,
  Complaint ID BBB-20814348, received by Renascent Protection Solutions, LLC on November 9, 2023.
  Thank you for your patience while we further investigated this matter. Upon review of ***** ******’s file, this
  claim was called in by the repair facility on October 9, 2023. There have been ongoing communications with
  the repair facility on October 10, 11, 17, 18 and 26 reiterating the need to complete the diagnostics and tear
  down the engine to determine the cause of the failure. The repair center has stated that they will not complete
  the tear down to determine the cause of the failure of the engine. Finding the cause of failure is required for
  coverage and authorization of the repair under Article VII(B)(4) of the terms of the contract. There has been
  no denial of this claim. We are waiting on the repair center to complete the diagnostics required to fully
  determine the cause of the failure of the engine so the full cost of the repair and root cause of the failure are
  known.
  Should you require additional information, please feel free to contact me at ******************. 

  Customer response

  11/22/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20814348
  
  I am rejecting this response because: The Licensed Repair Facility has inspected the 2008 Porsche Boxster S covered by the 14 May 2022 Vehicle Service Contract and was able “to determine the cause and cost of the repair” without conducting an engine tear down. Article VII(B)(4) only calls for a “teardown of Your vehicle in order to determine the cause and cost of the repair” [emphasis added]. This result has been communicated to Renascent along with a request that Renascent authorize the determined repair.
  
  The Licensed Repair Facility has not refused to proceed with an engine tear down, but it has required that it be paid $4,000 in advance for the cost of the teardown.

  
  The “full cost of the repair and root cause of the failure are known” today from the diagnostics that the Licensed Repair Facility has already performed. The cause is bore scoring and the repair is a short block replacement. Renascent has not explicitly challenged these findings.
  Renascent has refused to process the claim that has been presented to it and has instead made demands not authorized by the Vehicle Service Contract. It is demanding that the Licensed Repair Facility conduct an expensive diagnostic procedure that the Facility has determined is unnecessary. Thus it has refused to honor a claim presented to it in accordance with the Vehicle Service Contract.
  
  I am prepared to proceed to mediation facilitated by the Better Business Bureau Of Central Ohio as provided for by Article VIII of the Vehicle Service Contract for “any dispute arising under this Contract”.
  
  Regards,
  
  ***** ******

  Customer response

  12/06/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .20814348, and find Mediation is necessary.

  Regards,

  ***** ******

  Business response

  12/06/2023

  Better Business Bureau:

  I have reviewed the response made by the consumer in reference to complaint ID .20814348, and find Mediation is necessary.

  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. ↩