Complaints

This profile includes complaints for Veterans Auto Warranty Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Veterans Auto Warranty Inc

  2783 Route 115 Effort, PA 18330-9528

• 

  Veterans Auto Warranty Inc

  PO Box 635 Effort, PA 18330-0635

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:11/24/2023

  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.

  Bought my first car and bought veterans warranty to protect me when needed. They fail horribly at that they have bad customer don’t don’t care about their clients . I have an ongoing issue with them I need help to get back my mo say that they stole My policy covers roadside assist and when I was in need of them they didn’t showed up I was stuck in the cold with my car for 6 hours waiting on veterans to send me a tow they refuse to send me and told me to pay for my own tow and they will refund me. I paid $350 to get towed when I have a 3 years coverage warranty. I haven’t received my money yet and I will not stop until I get back my money. They are scammers and don’t care about the safety of they’re clients please don’t make this mistake and purchase warranty from them it’s the worst w

  Business Response

  Date: 12/06/2023

  December 6, 2023

  Dear *** *******,
  
                  I am writing on behalf of Veterans Auto Warranty, Inc. as their Compliance Officer in response to the above referenced Complaint.  Upon review of *** *******’s complaint, it appears that he had a contract that includes road side assistance.  Road side assistance is a third-party contractor, over which Veterans Auto Warranty, Inc. has no control.  The Company according to *** ******* did not arrive in a timely manner, so *** ******* took it upon himself to hire a different tow company.  He is now seeking reimbursement for the monies he spent.  Additionally, it should be noted that *** ******* advised the claims department that after the breakdown he had driven the car to his home.  His business arrangement with the tow company that he chose to hire is a matter between the tow company and *** *******.  At no time was he authorized to retain another tow company. 
  
                  Thank you and for your time and courtesies.  Should you have any further questions, please do not hesitate to contact me. 
  
  
                                                                                                  Very truly yours, 

  Compliance Officer 

  Customer Answer

  Date: 12/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Because they are lying and this is so crazy 

  as mentioned 

  I live in queens I drove to Staten Island as I came off the bridge my car signal over heat on the dashboard I pulled over and examined my car the coolant pipes was broken  underneath I wasnt able to drive or else it would have caught  fire I begun  searching for help I call Veterans warranty to provide me with service as I have bought a $4000 3 years warranty and tow service is provided as mentioned on the warranty as one of their many services . The time I contacted them was between 2pm-3pm after giving them my location and all the necessary information they told me they will send a tow . I called back serval time they was still searching for a tow (this is New York City) tow is available 24/7 . But actor them they was not able to locate a tow so I waited u *** 9pm I called back and the last lady which I spoke to told me I can get a my own tow and they will reimburse me. If for somehow the car could have been driven home I would do it that's a lie . Why would I waited 6+ hours in the cold ?? After I confirm with the lady that they will reimburse me my money I took 3 minutes and call my own tow which drop the car back in queens to a local neighborhood mechanic I payed $350 for the tow as attached via picture . I want my money back this is unfair and bad service I regret paying $4000 for bad customer service warranty company I will never recommend them to anyone I almost freeze to death waiting and waiting this is so sad they a company try to steel $350. Which ever third party company they work with is not my concern my concern is picking me up and dropping me the location and you guys couldn't do it for me . All my calls and conversations was recorded by the company who took the call for Veterans warranty . 
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/22/2023

  December 20, 2023

  Dear *** *******,
  
                  I am writing on behalf of Veterans Auto Warranty, Inc. as their Compliance Officer in response to the above referenced matter and additional concerns. We refer **. ******* to his contract and our previous response. 
  
                  Thank you and for your time and courtesies.  Should you have any further questions, please do not hesitate to contact me. 
  
  
                                                                                                  Very truly yours, 

  Esquire
                                                                                                  Compliance Officer 

• Initial Complaint

  Date:11/21/2023

  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.

  Was sold an auto warranty on my used car by a used car dealership that they did not disclose all about the warranty paid a lot of money for it and the warranty company veterans auto warranty does not want to fix anything on the vehicle and always has a escape clause with myself have to pay close to $8000 dollars in repair even though they said in there pamphlets that failure is not a option I paid for a warranty to cover transmission and motor and all lubricant parts I have failure in two cylinders and have no compression and had a timing chain replaced because of a failed pin that costed $3500 and only agrees to pay 500 of the repair this company when you get in a verbal argument they hang up on you and put you to the back burner and forget you my car has been in shop for 4 months and only drove it for a month and a half when bought it they are very rude and do not care to help at all they leave expensive repairs to my wallet do not cover anything I highly don’t recommend this business to anyone they just take your money with a smile and don’t fix anything love to hire a lawyer to sue them if I can I feel that I was robbed and they make you feel that way make sure you read the contract because the car salesman who sold it only gave me one page when apparently there is 8 pages saying they don’t cover anything even when you purchased one of the better warranty program even though I have done everything asked of me in the warranty guidelines so they can’t void me from warranty I am absolutely disgusted over this matter and have pleaded to them about this and it’s a constant run around they leave you helpless and at the mercy of a expensive cost to fix my car with no help this company will call and check on you for first time you make a small repair and make you feel good and after that leave you in the dark need to start calling all the news stations and local papers

  Business Response

  Date: 12/06/2023

  December 6, 2023

  Dear *** *******, 
  
  I am writing on behalf of Veterans Auto Warranty, Inc. as their Compliance Officer in response to the above referenced Complaint.  Attempts were made to effectuate a repair through ******* as there was a service bulletin on the car.  However, that repair was refused.  The issue concerning the motor is that it has low compression in cylinders two and three.  *** **** was told that additional tear down of the engine would be necessary to determine the actual cause of the failure.  The customer was also advised that under Paragraph 9 of his contract, loss of compression is not a covered item.  Additionally, vehicles that were subject to a service bulletin and not brought in for service or repair under the bulletin are not covered.  
  
  Thank you and for your time and courtesies.  Should you have any further questions, please do not hesitate to contact me.  
  
  Very truly yours, 

  Compliance Officer 

  Customer Answer

  Date: 12/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: The compliance officer sent an emailed letter of generic standing stating that a service bulletin on our car was never done.  We bought our vehicle in April; it had an issue in July we then had it towed to ******* dealership to get repaired.  The car is still there today, and the problem has never been fixed.  Five months of countless arguing and different inspectors being sent out to inspect the issue with the vehicle.  We have only had this car for three months and the other five it has been sitting at the dealership.  The bill for the car is up to $7,500 now.  Veterans warranty is refusing to cover any expenses.  We purchased Veterans warranty and believed them to be an honorable company.  Unfortunately, that is not the case.  While the car has been sitting at the dealership, it has had recall work done to it to keep up our end of making sure it is serviced when needed. We have been compliant with the dealership, who is extremely disappointed with Veterans warranty.  The dealership has said they have never dealt with a warranty company who is making an easy situation into a nightmare.  We paid for a warranty to cover our vehicle and are disappointed that we have wasted our money on such a scam.  As a last resort before our warranty is up, we decided to write this complaint.  After receiving our letter from the compliance officer, I received a phone call from Veterans.  I was told that they could no longer have me as a customer, and they could not speak with me because of the complaint I made with the Attorney General's Office.  They displayed no customer service skills and were rude.  They stated if I retract my complaint that maybe they could help me.  I asked them a warranty question and she hung up on me.  I have a warranty contract with Veterans, and I have been in compliance with the contract.  Veterans' motto on their warranty is " Failure Is Not An Option".  
  I would think with this motto that they would have an amazing customer service skills and would help their paying customers any way they know how.  With this motto, it convinced us to even upgrade our warranty package when we purchased the vehicle.  This warranty just put us out money and has done nothing but cause a headache. This company looks for an escape clause every chance they get.  This company needs to be looked into more closely as they are complete scam artist.  I recently told our car saleswoman that we were having this trouble with this company, and she could not believe it.  We have even gone as far as looking into a reasonable deal to save Veterans money on this repair.  I found a used motor at the cost of $3,500 and offered to split the bill just to get this off their desk and to get our car back.  This would have been a win win for both sides, but here we are still arguing and still with no vehicle that we are paying for.  Veteran contract has escape clause for every issue.  This company will take your money leave you with heavy expensive repairs and not fix anything.  Veterans should not be in business because they sell you a warranty that fixes nothing.  
  
  Regards,
  
  *********************
  

  Business Response

  Date: 12/22/2023

  December 20, 2023

  Dear *** *******, 
  
  I am writing on behalf of Veterans Auto Warranty, Inc. as their Compliance Officer in response to the above referenced matter and the additional concerns.  We refer *** **** to his contract and our previous response.  
  
  Thank you and for your time and courtesies.  Should you have any further questions, please do not hesitate to contact me.  
  
  Very truly yours, 

  Compliance Officer 
  

• Initial Complaint

  Date:09/29/2023

  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 purchase this **** 6 month ago with a two year warranty, the **** is having transmission problem so I went to the dealer where I got the car they told me to contact the warranty company after taken my car to a mechanic they work with they also recommended two week later with out any write proof they said they will not pay for the repair of the car and have a real vague excuse since then I have try to contact them but they will not return my calls please I need help I have the car financed and still own a lot on the car but it don’t work amd no body will return my calls the dealer nor the warranty company I was told by multiple mechanic that they sent me to that they will not pay some would even take my car I also notice they have tons of BBB complaints don’t know why this business has been shut down I have upload all my oil recite since I have the car and the price I was given to get the car repair 

  Business Response

  Date: 10/10/2023

  October 10, 2023

  Dear *** *******,
  

  I am writing on behalf of Veterans Auto Warranty, Inc. as their Compliance Officer in response to the above referenced Complaint. I have reviewed this matter internally including inspection notes. It appears that the failure arises from the failure to properly maintain the vehicle. More specifically, transmission fluid was leaking from the transfer case due to a faulty seal. Seals are not covered components under the contract. Moreover, the transfer case was covered in an accumulation of dirt and fluid indicating a long-term problem.

  Additionally, the fluid contained metal filings from the transmission and smelled “burnt” as per our inspection report.
  

  Thank you and for your time and courtesies. Should you have any further questions, please do not hesitate to contact me.
  

  Very truly yours, 

                    Esquire
  Compliance Officer

• Initial Complaint

  Date:06/06/2023

  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 just purchased a vehicle 2015 *** ******... also purchased with the vehicle an extend warranty policy from veterans auto warranty for 15000 miles ... significantly under the 15k mile mark I felt a slip in my transmission... I took the Car ***** to review... turns out I need a transmission replacement. ***** Notified Veterans Auto Warranty Inc. They in turn sent an inspector of their own, and who also determined a new transmission is needed... Now the insurance company does not want to honor their own sent inspector and is trying for me to pay the cost of 1. Another inspector 2. Half the transmission I have been without my vehicle for over 3 weeks now, because of their bad intentions.... Their secretary is very nasty and disrespectful and should be reprimand... this company has miss lend me and has not provided the service they are suppose to lend me to believe.

  Business Response

  Date: 06/12/2023

  June 9, 2023
  
  Dear *** *******, 
  
  I am writing on behalf of Veterans Auto Warranty, Inc. as their Compliance Officer in response to the above referenced Complaint.  As indicated in *** ******’s letter, the vehicle suffers from a transmission problem.  Our Inspector determined that on a part of the transmission, which is subject to the claim, a date is written with marking crayon.  This typically indicates that a used part was placed in the area.  Additionally, there is a transmission fluid line leak.  Upon inspection, the fluid was found to be new.  The problem complained of was that the transmission was “banging” internally and not shifting smoothly.  Putting these facts together, it appears that at a minimum new fluid was added.  Moreover, it would also appear that a transmission part was replaced.  Given the fact that the transmission was “banging” a determination could have been made by observing the color of the transmission fluid and any metal shavings would have been expected to be found.  However, since no filings were apparent in the new fluid, it would strongly indicate that the transmission ran out of fluid causing damage to the unit.  We advised *** ****** that he should have his transmission shop further pull the unit apart so that we can determine whether we will be covering the claim.  If in fact the transmission failed, we will honor the claim if it is in fact covered under the contract language.  
  
  Thank you. 
  
  Very truly yours, 
  
  /s/ ********* **** ****, Esquire
  ********* **** ****, Esquire 
  Compliance Officer 

  Customer Answer

  Date: 06/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I *************************** have never spoken directly to any one from the Veterans corp. Nor have I ever heard of any leak. The Veterans corp, has been dealing directly with ***** concerning the transmission. This matter has been dragging for over 4 weeks and I have been without my vehicle until recent. 

  As far as the suggestion recommended by The Veteran corp. concerning to further take the transmission apart. I was told by ***** it would be at my cost to do so, and that the Veteran corp. only covered solely 1 hour of Labor. The rest of the expense is on my end. 

  All I am asking from the Veteran corp. is to either honor the insurance agreement or refund my insurance payment and I will seek the repair a better way...

  Again, I just purchased the vehicle last November 2022, I know nothing of any markings  any where on the vehicle as indicated ... nor do I know of anything about transmissions etc. I know a purchase was made a protection extension was purchased and Veteran is refusing the agreement stated. 

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

  Business Response

  Date: 06/20/2023

  June 16, 2023
  
  Dear *** *******, 
  
  I am writing on behalf of Veterans Auto Warranty, Inc. as their Compliance Officer in response to the above referenced Complaint.  As stated in *** ******’s response, he had assigned a person named *** at the phone number stated on the contract.  She indicated that “she is the one that handles the vehicle’s services.”  This conversation took place on a recorded line May 31, 2023 at 9:36 a.m. with her consent.  As far as the markings on the transmission is concerned, all *** ****** needs to do is go to the shop housing the vehicle and look.  Based on our inspection report there were no metal shavings found in the transmission fluid.  The fluid appeared to have been replaced.  Given the complaints of knocking and banging, metal shavings should have been found.  It is therefore reasonable to conclude and cause to believe that the transmission was in an altered condition.  Should *** ****** wish to proceed with a breakdown and it is found that it is a covered component under the contract, Veterans Auto Warranty, Inc. will cover the entire cost of the breakdown and repair.   I hope this clears up any confusion that *** ****** may have.  
  
  Thank you. 
  
  Very truly yours, 
  
  /s/ ********* **** ****, Esquire
  ********* **** ****, Esquire 
  Compliance Officer 
  

• Initial Complaint

  Date:06/02/2023

  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 & financed a 2013 ** *****/*** from ******* ****** **** ***** on *** *** Medford N.Y. in 2022. An older car, I got the 'enhanced' level of coverage b/c the car is 10 years old with 91,000 miles & its for my daughter. Warranty Coverage is 24 months & 28000 miles & we are within both of those parameters. After a year and a half, we have " Engine problem" , states ***** *********** *****, Riverhead N.Y. Timing chain issue. So, Veterans comes out to inspect repair & reports "Not covered because timing belt stretches out, & its a maintenance issue, not a warranty breakdown- EXC that year & model has a timing chain, NOT A TIMING BELT!! After many calls, supervisor Stacy states "there was a recall on certain parts that is not covered after 100k that caused this" so I got a 4 year policy for, in effect for 9K in coverage, but sold it to me anyway.

  Business Response

  Date: 06/12/2023

  June 9, 2023
  
  Dear *** *******, 
  
  I am writing on behalf of Veterans Auto Warranty, Inc. as their Compliance Officer in response to the above referenced Complaint.  Upon review of *** *****’s concern, it appears that the timing chain tensioners have failed causing a rattling sound in the timing chain cover.  Although it was initially referred to as a timing belt, the part in question appears to be a timing chain.  Both timing chains and timing belts are normal maintenance issues, not covered under the warranty.  Additionally, the timing chain is guided through the use of tensioners, which also normally wear out.  Both items are maintenance issues and not covered by the warranty contract in question.  The matter should be taken to his mechanic as continued operation of the vehicle in this condition may cause catastrophic engine failure.  
  
  Thank you. 
  
  Very truly yours, 
  
  /s/ ********* **** ****, Esquire
  ********* **** ****, Esquire 
  Compliance Officer 
  

• Initial Complaint

  Date:05/05/2023

  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 warranty with the vehicle i purchased in July 2022. 6 months later i have a transmission issue which is covered by the warranty. i filed a claim on April 18th. They sent out an inspector to verify the that the car has a transmission issue. The inspector reported back to them that the car is not shifting gears and there is some noise coming from the transmission. At this point i thought they would just get my car fixed since their inspector verified what my mechanic stated as the issue. the warranty company said that they need the transmission to be opened for further diagnostic, it was at this point i knew they wanted to give me the run around so i contacted a lawyer to go through the contract. The lawyer told me i had to open the transmission which i did. After the transmission is open the warranty company said that the issue is external not internal therefore they wont cover the claim. My mechanic and the mechanic they sent said this should be covered. After refusing to cover my claim i asked them to send me documentation stating the reason for the denial and a copy of the report from the inspector they refused to do so. they said i should get a lawyer to reach out to their compliance department. i will now have to go sue them in court for the $5000 to repair the vehicle. Everyone i spoke to from the warranty company was extremely rude and mad at me for filing a claim and i was told by their supervisor at extension 105 to go fix my own car and not go through the warranty if i wanted my car fixed. From my dealings with them over the last 3 weeks i can say with high certainty that they are in business to steal from hard working people. they think i will let this go but i will see them in court because they are in breach of contract according to my mechanic and John the mechanic they sent to do the inspection.

  Business Response

  Date: 05/15/2023

  May 15, 2023
  
  Dear *** *******, 
  I am writing on behalf of Veterans Auto Warranty, Inc. (“VAW”), as its Compliance Officer in response to the above-referenced Complaint.  We are in receipt of the above captioned Complaint.  
  The Complainant correctly states that he filed a claim on or about April 18, 2023 and an inspector was sent out.  Upon arrival, the Inspector advised that the subject vehicle was not at the mechanic’s shop.  Thereafter, the Inspector was shown a transmission.  At no point in time was the transmission verified as the one that was removed from the Complaint’s vehicle.  It is assumed that since the vehicle was not at the mechanic’s shop, the transmission shown was likely not from the subject vehicle.  Moreover, the transmission that was shown to the Inspector had a gaping hole in the case.  Essentially indicating that if it were the subject transmission, failure would have been from it being operated with no transmission fluid.  Additionally, the transmission pan was full of metal filings further indicating that the transmission was operated without fluid.  The customer’s contract does not cover physical damage to the vehicle.  In this case, physical damage was the hole in the transmission case.  Customer was referred to his auto policy.  
  Thank you for your attention and consideration of this matter.  Should you have any questions, please do not hesitate to contact me.
  Very truly yours, 
  /s/ ********* **** ****
  ********* **** ****, Esquire 
  Compliance Officer for VAW
  

• Initial Complaint

  Date:04/04/2023

  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 bought a car 2011 ******** **** from Automotive Network Online Dealer # ****** . Ph ********** . After 3 weeks the car started to vibrate. I took it to a mechanic and the transmission is bad. The dealer refuse to take back the car and they refer me to a warranty i bought from them . Veterans Auto Warranty INC at Effort PA. *****. Ph # ********** option 3 . I called up the warranty and they had their mechanic look at the car and his report was a bad transmission . now the warranty don't want to repair my car and making lots of excuses and refuse to return my calls. My car is very unsafe to drive with the heavy vibration .

  Business Response

  Date: 04/24/2023

  April 13, 2023
  
  Dear *** *******, 
  
  I am writing on behalf of Veterans Auto Warranty, Inc. (“VAW”), as its Compliance Officer in response to the above-referenced Complaint.  
  
  *** ******* had filed a claim approximately 1,143 miles after purchasing the subject contract.  He complained of vibration.  The complaint did not involve covered components under the contract, specifically, the drive shaft assembly, which essentially was a support bearing, and an accompanying oil leak, are not covered components.  
  
  Thereafter, a second claim was filed 39 days later, with 1,343 miles on the car (200 additional miles).  The complaint was again for vibration.  The cause of said vibration was that the car not only needed the original repair, but additional damage had been done due to continued operation.  The vehicle was inspected and it was confirmed that there was damage to the torque converter and transmission due to continued operation of the damaged vehicle.
  
  Moreover, by way of history, the car was sold with 108,140 miles on it.  Prior to that, the reported mileage was 108,140.  This would mean that the car was never test driven from the time the mileage was reported to the time of sale.  Upon inquiry, the dealer indicated that the mileage was incorrect as the car had been used as a demo car from the time of the last reported mileage of 108,140 to the date of sale.  
  
  Included in the subject contract is roadside assistance.  The contract notifies the consumer to utilize roadside assistance upon notice of a mechanical problem or breakdown.

   

  The subject contract clearly states that pre-existing conditions are not covered, and that a condition caused by the continued operation of a vehicle known to have damage is not covered.  Furthermore, the contract may be cancelled for mileage discrepancy or furnishing incorrect information.
  
  Very truly yours, 
  
  ********* **** ****, Esquire 
  Compliance Officer for VAW
  
  

• Initial Complaint

  Date:03/04/2023

  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.

  On April 12, 2022 I bought a 2010 ******** **** with 18,050 miles on it from **** ****** ********* Inc. (****) for a total of $14,785.00. On the same day, I purchased an Extended Auto Warranty from Veterans Auto Warranty Inc. (VAWI), a Pennsylvania company, in effect for 12 months or 15,000 miles, for the sum of $1,110. A copy of the certificate for that warranty is attached. The warranty covered, among other things, the transmission and transfer case, so long as the damage to those parts was caused by an internally lubricated part. A copy of the portion of the warranty folder describing that coverage is also attached. On February 4, 2023, after I had driven the car about 1,300 miles, I was driving on a highway in Staten Island, NY at about 50 mph when I heard a loud screech I had never heard before. That noise continued for a few seconds, stopped, and then occurred again. Because I did not know what was causing the noise, I got off the highway and drove the rest of the way home on local streets. I took the car to a local auto shop that had done maintenance work on it for me before, but they told me that they thought it was a transmission problem and referred me to a local ***** shop. After listening to the transmission, ***** called VAWI on 2/16/23 to initiate a claim for its repair or replacement. VAWI told ***** to take the transmission apart, and when ***** did that they found that the trouble was caused by a failed bearing in the transfer case. ***** called VAWI to report that finding on 2/21/23, and a week later VAWI finally sent an inspector to look at it. Two days later, after I called several times and left voice-mail messages, a VAWI representative called to tell me that it was denying my claim for repairs because there was no "sudden catastrophic failure" of the transmission, even though that term is not contained anywhere in the warranty's coverage description. An internet review revealed that VAWI routinely denies claims on its warranties.

  Business Response

  Date: 03/21/2023

  March 17, 2023

  Dear *** *******, 
  
  I am writing on behalf of Veterans Auto Warranty, Inc. (“VAW”), as its Compliance Officer in response to the above-referenced Complaint.  This matter was thoroughly reviewed by our claims department and an inspection was ordered.  Our inspector discovered that the bearing in question was heavily scored along with metal filings in the transmission fluid.  The car was operated for a mere 1300 miles.  The part in question, based upon our inspection, would not have failed in 1300 miles of operation.  Therefore, given the age of the car (approximately 11 years old), and given the scored condition of the bearing, the condition causing the failure was determined to be pre-existing, that is to say, long-term.  Our contract does not cover pre-existing conditions.  *** ****** correctly states that it was not a catastrophic failure, but rather, the result of long-term pre-existing wear and tear.  Thank you for your attention and consideration of this matter.  Should you have any questions, please do not hesitate to contact me.
  
  Very truly yours, 
  
  /s/ ********* **** ****
  ********* **** ****, Esquire 
  Compliance Officer for VAW
  

  Customer Answer

  Date: 03/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  

  I am rejecting this response because: In April 2002, the business that is the subject of this complaint, Veterans Auto Warranty Inc. (VAWI), collect4ed $1,100 in premiums and issued a warranty on a the 2010 ******** **** sedan that i purchased at that time, which had just over 80,000 miles on the odometer. Although the car obviously had some normal wear and ear on it, as you would expect with a car of that age, the car operated normally and the transmission shifted normally until the night of February 4, 2023, when I heard a loud screeching noise that I had never heard before while I was driving the car on a highway at 50-60 miles per hour.
  
  I took the car to the service business that has done some previous maintenance work on it, and they referred me to an ***** shop because it sounded like a transmission problem to them, and they don't do that kind of work. When ***** took apart the transmission (at VAWI's request), the manager of the ***** shop, ***** ****, told me that they found a bearing in the transfer case that had failed and scattered metal flings around the transfer case. *** **** also told me that the failure of the bearing, which is a lubricated part of the transmission and is therefore covered by the express terms of the warranty, could not have happened before the warranty was issued because the car could not have been driven for 1,300 miles in that condition. Therefore, the failure of the bearing was not a pre-existing condition when the warranty was issued, and VAWI is responsible for the cost of repairing that condition. Finally, *** **** informed me that he would be happy to speak with anyone at the Better Business Bureau to explain the situation in more detail, if necessary. His number at ***** is (**** *********.

   

  Regards,

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

  Business Response

  Date: 04/07/2023

  April 6, 2023
  
  Dear *** *******,

  I am writing on behalf of Veterans Auto Warranty, Inc. (“VAW”), as its Compliance Officer in response to the above-referenced Complaint.  We are in receipt of *** ******’s rejection of our response.  
  
  To reiterate:  This matter was thoroughly reviewed by our claims department and an inspection was ordered.  Our inspector discovered that the bearing in question was heavily scored along with metal filings in the transmission fluid.  The car was operated for a mere 1300 miles.  The part in question, based upon our inspection, would not have failed in 1300 miles of operation.  Therefore, given the age of the car (approximately 11 years old), and given the scored condition of the bearing, the condition causing the failure was determined to be pre-existing, that is to say, long-term.  Our contract does not cover pre-existing conditions.  *** ****** correctly states that it was not a catastrophic failure, but rather, the result of long-term pre-existing wear and tear.  
  
  Moreover, despite the fact that *** ******’s contract contained a roadside assistance package, he continued to operate the subject motor vehicle from the point of breakdown, as per his own narrative, to the point of delivery to his chosen mechanic.  The subject contract clearly directs the contract holder to immediately call for roadside assistance so as to minimize further damage to the vehicle.  I hope this clarifies any misunderstandings.
  
  Thank you for your attention and consideration of this matter.  Should you have any questions, please do not hesitate to contact me.
  
  Very truly yours, 
  
  /s/ ********* **** ****
  ********* **** ****, Esquire 
  Compliance Officer for VAW

  Customer Answer

  Date: 04/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  

  I am rejecting this response because: The warranty issued by Veterans Auto Warranty Inc. (****) clearly states that its excludes pre-existing conditions, i.e., conditions that existed at the time the warranty was issued. It does NOT state that it excludes coverage for a failure of a covered part that occurred 10 months after the warranty was issued due to normal wear and tear, as happened in this case. If the warranty could be interpreted that way, every warranty that **** issued on an older car would be a meaningless, unenforceable fraud on the consumer, and should be treated as such.

  
  

  As far as ****'s reference to the availability of roadside assistance, the warranty states that it is only available when the vehicle is totally disabled. My original complaint made it clear that my vehicle was not totally disabled, because I was able to limp it the remaining 5 miles or so to my home at lower speeds on the night that the failure occurred, and then another 2 miles to the shop where ****'s representative inspected it. Moreover, given ****'s dismissive response to this entire claim it is highly doubtful that they would have dispatched an emergency vehicle to the remote section of highway at which the failure occurred, on a night when the temperature was approximately 15 degrees, and even if such a vehicle could have been dispatched it is likely that **** would have refused to pay for it.

  
  

  All in all, I have to say that ****'s response to this claim bears out its dubious reputation, which I was not aware of when I purchased the warranty.
  

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

  Business Response

  Date: 04/25/2023

  April 25, 2023
  
  Dear *** *******, 
  
  I am writing on behalf of Veterans Auto Warranty, Inc. (“VAW”), as its Compliance Officer in response to the above-referenced Complaint.  We are in receipt of *** ******’s second rejection of our response.  
  
  *** ******’s belief regarding the fact that the occurrence was ten (10) months after purchase is meaningless.  The issue is how many miles were put on the car.  The car was mostly garaged from the time of purchase to the time of failure.  The part in question which caused the ultimate failure of transmission would have been obvious.  Therefore, *** ******’s continued operation of the vehicle violates the plain language of the contract.  *** ******’s characterization of his vehicle as not totally disabled because it was it able to “limp” for a total of seven (7) miles made a bad mechanical situation worse.  
  
  Thank you for your attention and consideration of this matter.  Should you have any questions, please do not hesitate to contact me.
  
  Very truly yours, 
  
  /s/ ********* **** ****
  ********* **** ****, Esquire 
  Compliance Officer for VAW
  

  Customer Answer

  Date: 05/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  

  Contrary to *** ****'s assertion, the car was not "mostly garaged" since the time of purchase. Instead, the car was used for mostly local trips near my home, although there were at least two round trips of approximately 100 highway miles each to attend events in New Jersey.
  

  
  

  *** ****'s other assertion, that the part which caused the ultimate failure "would have been obvious" is nothing short of ludicrous. The part that failed was a bearing inside the transmission case, which could not and did not become "obvious" until the transmission was taken apart.

  
  

  The only thing that is "obvious" is that VAWI never intended to honor the terms of the warranty that it issued. Therefore, VAWI should at least be compelled to refund the $1,100 that I paid for it.

  
  

  Thank you for your continuing attention to this matter.

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

  Business Response

  Date: 05/15/2023

  May 15, 2023
  
  Dear *** *******, 
  
  I am writing on behalf of Veterans Auto Warranty, Inc. (“VAW”), as its Compliance Officer in response to the above-referenced Complaint.  We are in receipt of *** ******’s third rejection of our response.  
  
  *** ****** should refer to the Arbitration Section of his contract and assert his rights under the contract.  My office will be available to discuss the location of the Arbitration and I am formally advising *** ****** to obtain counsel.  
  
  Thank you for your attention and consideration of this matter.  Should you have any questions, please do not hesitate to contact me.
  
  Very truly yours, 
  
  /s/ ********* **** ****
  ********* **** ****, Esquire 
  Compliance Officer for VAW
  

  Customer Answer

  Date: 05/26/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  The most recent message from the business, dated May 15, 2023, suggested that I refer to the arbitration clause of the warranty and notified me that I should retain counsel. I have read the arbitration clause, but I don't need to retain counsel because I am a retired attorney and I am fully capable of representing myself in any proceeding. Furthermore, having personally litigated a wide variety of contracts for more than 40 years, I know the rules on how the terms of contracts should be interpreted and construed. Nevertheless, I would prefer to seek a resolution to this matter through the mediation process that is available through the BBB, rather than by formal arbitration, if the business is willing to do that.
  
  Regards,
  
  *********** ******

• Initial Complaint

  Date:08/28/2022

  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.

  In September of 2021, I purchased a 2013 *** **** from ********** in Jamaica, NY. I financed the vehicle thru ****************** and purchased a warranty offered thru ***** **** from Veterans Auto Warranty. I pay for the warranty monthly with my car payments thru Westlake. On July 27, 2022, my car broke down and I had to have it towed to a mechanic. I found ******************, located in Middle Village, NY. After their diagnostic of the vehicle, I was told the timing chain had gone bad. I told ****** I wanted to go thru my warranty and they put thru the claim with Veterans. I was told by Veterans that they would not pay for the repair because there was a class action suit against *** for this specific problem on my model year. I looked up when this class action suit was brought and I found that in February of 2021 there was in fact a class action lawsuit for timing chain issue. I told them I did not own the vehicle then and should not be held liable for this. It was closed in June of 20 47 characters remaining21. Stacy, who i spoke to at Veterans, informed me that it states in my contract repairs for my vehicle are not covered for incidents under class action lawsuits. I read in line 4 of the contract "repairs or losses covered by manufacturer warranties, manufacturer recalls and factory service bulletins" are not covered. I feel I should NOT be held responsible for this as I did NOT own the vehicle during that time and they should in fact honor the warranty and pay for the repair of my vehicle. The cost totals approximately $7,000, which I cannot pay for at this time and my vehicle sits at ****************** at $75 a day storage fee because Veterans will not pay to repair. I took the car to *** for a recall on emissions back in March of 2022 because that was the only recall I was informed about. I don't know what recourse, if any, I have at this time. I do not have a place i can store the vehicle until I can have if fixed.

  Business Response

  Date: 09/06/2022

  September 6, 2022

  Dear *** *******,
  
  I am writing on behalf of Veterans Auto Warranty, Inc. (“VAW”), as its Compliance Officer in response to the above-referenced Complaint.  The VAW contract in this matter specifically states that repairs or losses covered by manufacturer warranties, manufacturer recalls, and factory service bulletins are excluded.  This vehicle was certainly subject to a manufacturer warranty as well as a factory service bulletin.  Additionally, the matter was subject to a class action lawsuit. Hence, it is not covered pursuant to the contract language.  I hope this resolves any misunderstanding.  Thank you for your attention and consideration of this matter.
  
                                                                          Very truly yours,
  
                                                                          /s/ Salvatore **** V***
                                                                          Salvatore **** V***, Esquire
                                                                          Compliance Officer for VAW

  Business Response

  Date: 09/20/2022

  Upon further review the defect complained of was directly caused by the manufacturer in the manufacturing process and therefore constitutes a pre-existing condition.  Pre-existing conditions are clearly not covered under ****************'s contract.  

  Customer Answer

  Date: 09/20/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: this business knew there was a pre existing condition regarding this vehicle, yet didn't inform the dealer of this so that I could be informed and still decided to sell this worthless policy to me and just take my money.  Its all about the money!
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:07/18/2022

  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.

  my **** *** ******* was brought into ******** ***** about 4 weeks ago for check engine light. Come to find out by diagnostics car had been authorized by this company for tear down to see what caused #2 cyl. to have lack of compression. At that time an adjuster was sent down to see repair (was authorized ) Then a nother adjuster was supposed to come back today 7/18/2022 . I was contacted friday 7/15/22 and told by a very rude woman by the name of star r***** x *** at this company that i dont know what im talking about and now its not covered by any means! II tried calling Friday for supervisior and was told same thing but even more rude and that she said i dont care if im recorded they can fire me. Im so appalled by there behavior and feel i will get nowhere to get this done im very sick and cant afford to have my vehicle in shop. They even suggested if i take my car out of authorized dealer(which i brought to to get proper repair) they said they were not authorized. They have been in business for 20 years! So they said to pay to have vehicle torn down and get it to third party shop to get it done and they will pay for it!. Does this make any sense at all? Im desperate for help with this one Car is at ************** ************* and ****** is service writer that has car and warranty company has not yet come for final inspection so how can they determine this???

  Business Response

  Date: 07/27/2022

  July 26, 2022

  Dear *** *******,
  
  I am writing on behalf of Veterans Auto Warranty, Inc. (“VAW”), as its Compliance Officer in response to the above-referenced Complaint.  After discussion with the Complainant and family members, it was decided by all parties concerned that the subject vehicle be moved to a different repair shop so that further inspection could be properly performed.  Thereafter, the matter will be reviewed for further action on the claim.  VAW appreciates the joint cooperation of all parties involved.  Thank you.
  
                                                                          Very truly yours,
  
                                                                          /s/ Salvatore ***. V***
                                                                          Salvatore ***. V***, Esquire
                                                                          Compliance Officer for VAW