Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 48 month warranty on a used Suburban in January 2023. The purchase price was $2198. In April 2025, the transmission in that Suburban began slipping. We took it to my mechanic and were quoted $5,073.97 to replace the transmission and cooler lines. We turned in the claim, and they sent out an inspector to my mechanics garage. The inspector said nothing to my mechanic to indicate that there was anything wrong with the claim. The company denied the claim using the justification of improper fluid level. My mechanics says the fluid was not low. He said it was possibly a little high. He says that this would not cause the transmission to fail. My wife tried dealing with the warranty company and kept getting hung up on. I was able to speak to someone and just went around in circles. She's claiming that it was denied due to improper fluid levels. The fluid levels did not cause the transmission to start slipping. I asked if we could get a third party opinion, or if there was a way to appeal the decision. She told me no once the claim is denied that's the end of it.

  

  Business Response

  Date: 04/22/2025

  Claim was called in on 4/1/25 to replace the transmission.  We sent out a 3rd party inspection company on 4/7/25.  We received the report back on 4/8/25, and the 3rd party inspection report did state, with pictures verifying the Point of Failure was the cooler lines causing an improper fluid level. As stated in the customer contract, any failure involving an improper fluid level is non-covered.  

  I have attached the inspection with the inspector notes. 

  Customer Answer

  Date: 04/22/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  My mechanic disputes this as the cause of the failure.  The stated reasons for denial, or a combination of leaking coolant line, and the fluid being high.  The transmission did not fail because the transmission fluid was a little high.  The report states: "THE CONDITIONS VERIFIED INDICATE AN INTERNALMECHANICAL FAILURE OF THE TRANSMISSION, A RUN LOW CONDITION MAY HAVE ACCELERATED THIS FAILURE.". And the statement about may have is just conjecture. 

  I am requesting a new inspection by a different company.

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

  

  Business Response

  Date: 04/23/2025

  I will submit a request for a new inspection to be ordered.  Please understand this will delay the results of your claim.  

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cannot get in touch with company. Car has been in repair shop since this morning. The repair shop cannot get in touch nor can I. Called every number on their website. Put on hold, then told to leave a message. Left messages and no call back all day!!! My car needs to be repaired asap so I can go to work and that is why I have this warranty. This is ridiculous and very shotty business to have a warranty that you cannot get in touch way. Nice little scam.

  

  Business Response

  Date: 04/21/2025

  Freedom Warranty's office was closed on Friday, in observation of Good Friday.  Our office reopened today, Monday April 21.  Our claim's department called the repair facility and started the claim at 10:15am this morning, and we are still currently waiting on the repair order to be sent over, so the claim's underwriting process can proceed. 

   

   

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought the best plan they have when purchasing a 2018 BMW and was assured it covered everything 100% with the exception of maintenance items. Now that there’s a claim on a faulty water pump, they only want to pay half of it and are also denying a faulty center console.

  

  Business Response

  Date: 04/07/2025

  Repair was for a coolant pump that was leaking, and the arm rest not closing.  Freedom Warranty approved the coolant pump, as that is listed for coverage.  For a total of $558.55.  Her arm rest is considered an interior trim item, that is not listed for coverage on her contract, as stated in Section 2: Coverage, item 1a.

  If the customer wants to seek a refund, she can contact our dealer service department to initiate the refund process.  *************

   

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Freedom warranty was sent a cancellation of warranty signed by myself and my the dealership I purchased the warranty through, according to the contract by freedom warranty within the SECTION 10: Cancellation 1. You may cancel this Contract at any time for any reason. If this Contract is cancelled within the first 30 days of the Contract Purchase Date, We will refund 100% of the Contract Purchase Price to You, if no claims have been paid under this Contract. If You cancel this Contract 31 days or more from the Contract Purchase Date, or if within the first 30 days and We have paid a claim, a prorated refund will be made to You, less claims paid, and less a Fifty-Dollar ($50) cancellation fee. Please Contact Us at ************** for information regarding procedures to cancel this Contract. 2. We may cancel this Contract for any one of the following reasons only: a. If there has been fraud or material misrepresentation relative to this Contract or a claim; b. A substantial breach of Your duties relative to this Contract; or c. If there has been non-payment of the Contract Purchase Price by You or the Dealer d. The Vehicle is determined to be ineligible pursuant to Section 6 Ineligible Vehicles e. An odometer discrepancy of any kind has been detected. 3. If We cancel this Contract, written notice of such cancellation will be mailed to You at the last known address provided to Us by You within five (5) days of the date of cancellation and will state the effective date and the reason for cancellation. A pro rata refund will be made based upon either elapsed time or mileage, except in the event of an ineligible Vehicle determination made within the first 30 days of this Contract, in which case a 100% refund will be made. All refunds will be paid to the Lien Holder as shown on the Registration page, if any, otherwise to You or the party that paid for your contract on your On February 4th, 2025, fifty seven days later I decide to call freedom warranty it's still not sent

  

  Business Response

  Date: 04/04/2025

  We apologize for the error.  We do show a full refund was scheduled to be sent back to the dealer on February 28th, however, it does not appear that it was released.  Freedom Warranty will issue this refund back today, overnight with tracking to the dealer, to make sure it is received.  

   

  thank you for reaching out.  

  Customer Answer

  Date: 04/07/2025

  
  Complaint: ********
  
  I am rejecting this response because- I would like proof, follow through and confirmation- attaching or uploading a receipt, tracking number or some visible proof of the refund being sent to the dealership as they stated in their response, also I am requesting freedom warranty to reply here and confirm when they're notified and aware that the dealership has in fact received the refund.

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

  

  Business Response

  Date: 04/08/2025

  The check was mailed to the dealership via **** 3-day shipping. Tracking #**********************.

  Customer Answer

  Date: 04/11/2025

  
  Complaint: ********
  
  I am rejecting this response because: Looking at the tracking information, just to confirm that the check was not sent to the ********** ********* ******* (where I bought the vehicle and warranty) rather ********** Headquarters located in North Carolina? 

  Delivered
  Delivered, In/At Mailbox
  CONCORD, NC 28027 
  April 10, 2025, 3:04 pm
  Out for Delivery
  CONCORD, NC 28027 
  April 10, 2025, 7:51 am
  Arrived at Post Office
  CONCORD, NC 28027 
  April 10, 2025, 7:40 am
  Departed **** Regional Facility
  *** ****************** ** ************ ****** 
  April 10, 2025, 1:34 am
  Arrived at **** Regional Facility
  *** ****************** ** ************ ****** 
  April 10, 2025, 1:28 am
  In Transit to Next Facility
  April 10, 2025, 1:25 am
  Departed **** Facility
  GASTONIA, NC 28054 
  April 10, 2025, 1:05 am
  Arrived at **** Regional Destination Facility
  ********* ** ************ ****** 
  April 9, 2025, 5:29 pm
  Arrived at **** Facility
  GASTONIA, NC 28054 
  April 9, 2025, 3:12 pm
  Departed **** Regional Facility
  ********* ** ************ ****** 
  April 9, 2025, 5:48 am
  Arrived at **** Regional Facility
  ********* ** ************ ****** 
  April 9, 2025, 4:27 am
  Departed **** Regional Facility
  *********** ** ************ ****** 
  April 9, 2025, 2:45 am
  Arrived at **** Regional Origin Facility
  *********** ** ************ ****** 
  April 8, 2025, 11:01 pm
  Accepted at **** Regional Origin Facility
  *********** ** ************ ****** 
  April 8, 2025, 9:46 pm
  Shipping Label Created, **** Awaiting Item
  CHATTANOOGA, TN 37421 
  April 7, 2025, 10:42 am
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 4/8/2021 Freedom Warranty of America LLC Amount paid to company: $2650 Business is to provide warranty on certain parts and labor costs. The damage claimed is within the contract. The warranty company is not willing to pay for covered repairs. Claim initiated on Feb. 27 by ******* ******. Have left voicemails for underwriter, with no response. Was told that the Manager would call me back several times, no attempt was made. It has been just under a month since the claim was initiated and have since paid for other transportation services to get to and from work. They have had zero contact with ******* ****** until 3/20 with an email stating that they need to inspect the vehicle on site. That inspection was supposed to be scheduled and completed by today 3/24. The garage has not received any communication about said inspection since.

  

  Business Response

  Date: 03/25/2025

  The claim started on 2/27/25 by the repair facility to replace exhaust camshaft, vacuum pump, seals and gaskets.  Per the customer's contract, all maintenance that is required per the manufacturer may be requested at the time of a claim.  We requested for maintenance on 2/27/25, 3/5/25,3/6/25, 3/13/25, 3/18/25, 3/19/25.  We received the requested maintenance on 3/20/25 from the dealer who sold the vehicle.  At that time, due to the extent of repairs needed, an inspection was ordered on 3/20/25.  The inspection company is a 3rd party vendor, who independently reaches out to the repair facility to schedule the inspection.  Per the notes from the inspection company, the delay in scheduling the inspection, is they were still waiting on the repair facility to schedule a time for the inspector to come out.  At this time, the inspection is scheduled for today.  All of this information has been given to the customer. 

  Customer Answer

  Date: 03/27/2025

  Complaint: ********

  
  

  I am rejecting this response because:

  
  

  Neither the mechanic, dealership or myself were contacted on almost all of the sited dates. (See attached) I have the entire ****** in hand that has all timely maintenance performed since purchase. The mechanic will vouch that he WAS NOT responsible for scheduling the inspection and that the email clearly states that the inspection company will reach out to them to schedule. The inspection was completed 3/26 and they notified the mechanic that they will cover less than 5% of the total claim. The camshaft was damaged due a a vacuum pump failure and is common on these vehicles. I purchased this coverage for $2650 and have not made any claims on it since my purchase. The customer service has been atrocious, when they do answer. Was told many times I would receive a call back with updates within 24/48 hour periods with no word. The mechanic said they've done many claims like this before without 30 day service records or inspections being required. I have provided everything requested by freedom warranty. I feel like I have been taken for a ride, and just want my vehicle fixed. 

  
  

  Sincerely,

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

  

  Business Response

  Date: 04/01/2025

  Per the inspection report, the point of failure was the vacuum pump, causing subsequent damage to the cam.  Any and all subsequent damage is non covered.  We are approving the vacuum pump, as that is the cause of failure, and the total amount approved for the vacuum pump is as follows:

   

  labor is 59.50

  parts is 147.80

  less deductible of 100.00

  total approved amount 107.30

  Customer Answer

  Date: 04/02/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I would like a copy of the contract with that portion highlighted. The subsequent damage they are referring to happened at the exact moment the vacuum pump failed. At no point did I continue driving the vehicle with a bad vacuum pump. You could say that about any repair on any vehicle. If someone blows a transmission, do you only pay for the clutch because "subsequent damage"? That's absolutely ridiculous. Just give me back the money I paid for your "warranty" and I won't seek further action.

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

  

  Business Response

  Date: 04/07/2025

  I have attached the customer's contract.  Per Section 2: Coverage, 11. Any and all subsequent damage. 

   

   

  Customer Answer

  Date: 04/14/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  When being accredited by BBB you embody integrity by approaching all business dealings with honesty and transparency. Transparency would have been denying the claim day 1 when the mechanic gave you his quote knowing that a camshaft is "subsequent damage" So the records provided and the inspection scheduled is all your way of dishonest, shady business. You delayed every aspect of the process to ultimately deny the claim, leaving me high and dry without a vehicle and with a hefty mechanic bill. I recommend a solution of refunding my original payment and I will pay the remainder for the work required. Can we do that and end the back and forth?

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

  

  Business Response

  Date: 04/14/2025

  We would not have known at the start of the claim, if it was approved or denied.  An inspection is needed to determine the cause of failure.  In regards to cancellation, you are more than welcome to cancel your contract, as your contract states.  I will have my dealer service department reach out to you to start the process.  

  Customer Answer

  Date: 04/15/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I will not take a pro rated cancelation. I have not used your service since it's inception. I'm not asking for anything except my money to be refunded. If refunded, I will go away quietly. I am not going to back down.

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

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  0 starts! I have my 2019 Range Rover Sport with a engine going bad and they dont want to cover! Only 77k miles bought with 48k miles! Paid $4995 for 4yrs/100k miles whatever comes first! Paid the warranty and for 2 years no problems and now that i do have one they denied my claim! Saying it overheated when it didnt! The motor is still intact how can u tell? Just giving me the run around! First they said its the head gasket they will cover and not the motor now they dont want to cover at all! The car ran perfectly fine and now they want me to pay 26k for a new motor so they just say it overheated and they dont cover at all! Sad now im stuck with 26k to pay! This is not right! Never in my life i ever had to write a review and now i have to choose people need to know this! I bought the car because of the warranty so i would have to worry about this type of things but now im stuck with no car and 26k bill! Thanks

  

  Business Response

  Date: 04/01/2025

  Per the inspection report, the failure was due to overheat damage.  Per customer contract, Section 2: Coverage:

  9. Mechanical failure caused by continued use of defective vehicle or mechanical failure caused by overheating, freezing, or warping. Please make sure the gauges and/or warning lights work properly at the time of purchase of vehicle and/or CONTRACT to prevent mechanical breakdown caused by continued use or overheating. Improperly moving your vehicle from one repair facility to another constitutes continued use.

  I have attached the inspection report showing the 3rd party inspector verified failure was due to overheat damage. 

  Customer Answer

  Date: 04/02/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ********** as u can see here it said that there no proof of engine overheating u have to take the motor apart! In which u said to do but cost $7000 to do it! And if it is overheating that caused the engine ti fail u will not cover! So I would be stuck with $26k plus $7k! In which case we were working around that so we didnt have to do that and just get the new engine since its done! U said I understand its not your fault not our either! I understand its not your or mone things happen well then at least work with me and not leave me with $26k bill! I would understand if u try to work with me but u just denying the claim after i had the car with no issues for 2 years and this happened that just not right! Im not rich im not a big company and that why i got the warranty to help with if things like this happened! All i ask is to work with me 50/50 maybe dont cover the hole thing but figure it out together! Thank you!

  

  Business Response

  Date: 04/03/2025

  The inspection clearly states that overheating damage was noted.  

  Findings indicate overheat damage and cylinder head gasket failure. 

  Per the customer contract, failure due to overheating is not covered. 

  Customer Answer

  Date: 04/07/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Because you can’t know for sure until u take the motor apart which never happened! The motor is intact! This is just a way to get out of paying thats all it is! No reason to go back in forth! U wont pay! I will be taking legal advice now! Good day!

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty for my suburban at the purchase of my SUV. The total price was almost $900. I now need work done and they denied everything. I asked for a refund. They are sending me a refund for $300 . I never used this warranty and they never paid anything out of pocket. What are they keeping 70% of the money for. This is a scam. I want most of my money back. Not 3 hundred dollars. They want to keep money to cover nothing. I'm not satisfied with this at all. This is a scam company. I was told I was getting a warrant for one company and it wasn't that company at all. I was told this was endurance and this is not endurance. Not even apart of the company. I was sold false information

  

  Business Response

  Date: 02/27/2025

  We have received your complaint, and reviewed your account.  Below are the details. 

  The contract is in the name, ******* ********.  Customer took vehicle to shop for a CEL; defrost tab piece broken, loud exhaust ticking noise from engine, fluid leaking from front of vehicle, power seat switches on drivers front seat not working, oil pressure sensor on, left side exhaust mainfold complaint, engine oil pan and gasket, and right front axle seal leaking.  The customer purchased the basic powertrain coverage, which covers major component failure of an internally lubricated part.   These failures were not listed for coverage on their vehicle.  The customer purchased a 24 month, 24,000 mile contract.  The customer had the vehicle for almost a year before requesting a cancellation.  The total refund should have been $451.65.  The dealership had fees that were associated in the additional cost of the contract.  However, they are out of business, so the customer would have to seek restitution from the dealership for the remaining balance of their refund. Our cancellations are per diem based, and are a standard practice for warranty cancellations.  

  Customer Answer

  Date: 02/28/2025

  I am the sister of ******* ******** and the owner of the suburban .The truck is under my brother's name I have all the paperwork including the title. My brother has been included in all communication via email with your company.. I have attached the warranty, the purchase agreement and from my account the total amount I paid for the truck. 

  Customer Answer

  Date: 03/05/2025

  Please see the attached letter from my brother giving permission to me. 

• Initial Complaint

  Date:02/13/2025

  Type:Order 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 warranty and this company is refusing to cover specifically covered parts. They were the ones working with the shop and I was not kept in the loop.

  

  Business Response

  Date: 02/27/2025

  Customer had repairs done prior to authorization, even though it mentions in several different locations on their contract, to not start work prior to authorization from Freedom Warranty.  We were only able to approve the alternator in the amount of $213.40.  However, we applied a good faith amount of $1199.18 to their claim, for a total of $1,412.67 approved and paid on 2/6/25.

   

  Customer Answer

  Date: 03/02/2025

  
  Complaint: ********
  
  I am rejecting this response because:I followed process and called Freedom Warrabty before work was done.  Freedom Warranty to me to have shop call them and they would handle everything with shop.  I was told by shop that they were told to submit estimate on parts needed to fix vehicle.  The shop asked for a build sheet or info…. I called dealership who sold me vehicle and they did not have information. My vehicle did not come with a build sheet and is custom. Shop had to diagnose and pull parts off vehicle to find what the parts even were.  Freedom warranty admitted parts were in need of replacement and even asked dealership who sold me vehicle to cover parts as pre damaged.  Freedom Warranty even tried to divide labor on two parts they claimed to have pre existing damage (flywheel and starter)but flywheel replacement has a large amount of labor tied to it, and after shop said the labor was correct on bill they denied covering any of it. My issue is that Freedom Warranty said they were handling everything with shop and did not make it clear to shop on what shop needed to do.  Shop was told to submit estimate.  Do get correct estimate shop had to do work to find out what specific parts even were.  Another thing I would like to point out is Freedom Warranty did not pay two separate bills.  They only sent payment for the $1199 and change, nothing else was paid.  They should be covering specific parts that they claim to cover in their paperwork.  I followed direction from Freedom Warranty.  They dropped the ball on communication with shop. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/03/2025

  Freedom Warranty was in correspondence with the Repair Facility, and advised them of the process.  Due to the repairs, we advised the shop that an inspector was needed to come out and inspect the failures on the vehicle on 12/13/24.  Shop called back in on 12/16/24, and we advised that an inspection was ordered, and the inspector would be contacting the shop to setup an time to come and view the vehicle.  Upon arrival of the inspector, the inspector stated the repairs had already been completed, except for the alternator.  As the customer's contract states, in SEVERAL locations on their contract, including the first and last page:  WORK DONE PRIOR TO AUTHORIZATION CAN RESULT IN DELAY OR DENIED CLAIM. 

  In an effort to help the customer, because the shop replaced the items before we were able to review the failures of the components, we issued a good faith payment, however, we were not required to do so, and did out of courtesy to the customer. 

  Customer Answer

  Date: 03/10/2025

  
  Complaint: ********
  
  I am rejecting this response because: Do you have record of these dates and times?  Shop sent estimate to Freedom warranty on the 13th and on the 16th called to ask what was going on.  At no point was I, the policy holder called by freedom warranty to tell me anything.  Even though I was told by freedom warranty that they would handle everything with the shop. Adjuster never called shop.  They showed up mid day on 16th and my vehicle was still on lift and still in pieces.  I hate this comment “work was performed “. Again work had to be done to figure out what parts were needed.  Nothing on my truck is stock. Cannot submit estimate without knowing what parts specifically are needed. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/10/2025

  Type:Customer Service 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.

  9/18/24 we purchased a extended warranty from Freedom Warranty while purchasing a 2013 Chevy Equinox. On 1/27/25, the car cut off while my grandson was driving. He was able to move it out of traffic. 1/28/25, we had it tow to ***** ***** ********* ***** ********. 2/7/25 @ 9:02 am, I was notified by the dealership (*****) my claim was denied by the warranty company due to a part in the engine ( guide) not being covered, it caused my timing chain (which is covered) to break. It was stated "they" see the warranty companies, like insurance companies find something to get out of paying claims. He said they only removed the top part of the motor. That I could pick the car up and they put the parts in a box inside the car, or pay them for 2hrs of labor to put it back together. At this point I disclosed to ***** my husband is a diesel mechanic for over 30 years, that I would speak with him and get back. After my husband spoke with ***** (9:40am) it was clear the diagnosis was questionable. ***** pointed out multiple points that ***** did not dispute. We contacted the warranty claims dept (9:48am). I explained my husband's credentials, and his concerns with the denial. I was told someone would get back with me shortly. 3 hrs later (12;40pm) we called the claims dept back. ***** requested the specifics of the diagnosis. He pointed out flaws in their diagnosis process, questioned additional findings that were not communicated by the dealership that were problematic and asked for clarity. The claims person sat in silence after my husband explained based on what was shared flaws/concerns. Mid conversation we were disconnected, they did not reach back out. I attempted to call back and was sent to voicemail. 3:38pm I advised Freedom I would be contacting the BBB. I did express my desire to have the car fixed or a full warranty cost refunded. At this point I have no desire to do business with them based on the treatment we have received and poor communication.

  

  Business Response

  Date: 02/10/2025

  When reviewing this claim, I was able to pull all calls regarding this claim.  I was happy to learn, that when all of our associates spoke with the customer we did provide extensive details regarding the inspection and the denial.  As the call stated, the inspection did determine the cause of failure was the timing chain guide.  As per the customer's contract, they have a stated specific coverage, and the timing chain guide is not listed for coverage on this particular contract.  Below is the section description for coverage on this contract.  I have also attached the inspection report, from our 3rd party inspector stating the cause of failure.  Any damage that was caused after the failure would be considered subsequent and those items would not be eligible for coverage.  

  SECTION 2(a): Coverage - What is Covered
  We will repair, replace or reimburse You reasonable costs of parts and/or labor, subject to the Limits of Liability described in Section 3 – Limits of Liability and as further outlined in Section 7 Claims Procedure, any of the covered components/parts under this Contract, if required due to Mechanical Breakdown. Replacement component/parts will be new or remanufactured as originally equipped by the manufacturer or of like kind and quality when available. Payment is subject to the deductible stated on the Registration Page.
  If the component, part, or description is not listed below it is NOT a covered part or component.
  1. ENGINE (Gas or Diesel): The following internally lubricated parts: pistons, piston rings, crankshaft and bearings, timing chain, timing belt, timing gears, cylinder head, intake manifold, and exhaust valves, cylinder head gaskets, valve springs, valve guides, oil pump, push rods, rocker arms, rocker arm shafts, and hydraulic and solid lifters, connection rods and rod bearings, camshaft and camshaft bearings. Engine blocks and cylinder heads are also covered if Mechanical Breakdown was caused by an internally lubricated part or a part covered under this contract. All lubricated internal parts of the vehicle manufacturer installed turbo-charger or super charger if selected on the Registration Page of this policy.

   

  Customer Answer

  Date: 02/14/2025

  
  Complaint: ********
  
  I am rejecting this response because: While it was noted in the reply from Freedom Warranty, after the recordings were reviewed extensive details were provided by the associates, yet not one individual nor the dealership were able to address the matter at hand, proof the guide actually caused subdamage to the timing chain, and not the timing chain's slack causing the guide to break, if this actually occurred, causing further internal damage to the engine. Findings of metal in the oil/filter as previously mentioned is consistent with a vehicle traveling with a timing chain that is "stretched." Furthermore, in the many photos that were taken, not one was presented showing the alleged scope that was used in leu of tearing the motor down, per your associate. Taking into account the guide is made from phenolic, there should have been shavings/pieces of phenolic in the oil/oil filter as well. This was not identified in your diagnosis. Keeping in mind ***** ***** initially stated directly (to ******) the claim was denied because the timing chain broke due to a guide breaking. However, once ***** (a diesel mechanic) inquired about the findings he was told "possibly the timing chain broke," either way it was caused by the guide. When ***** raised the issue about how it was determined the guide caused damage to the chain, when there is a better probability the chain cause the phenolic guide to break, this was not challenged. Lastly, 2/7/25 5:41pm, my grandson went to ***** ***** to get his drum set out the car, and called me because someone was under the hood of the car which was still inside the shop. Which is a red flag for simply because neither the shop nor the adjuster anticipated a diesel mechanic with 30 yrs experience being involved. The car should not have been touched other than removed from the garage for tow. When I contacted the ***** ***** 2/10/25, 9:02am, I was told maybe someone was unhooking the battery. Well, according to the photos you shared, the top part of the car was torn apart? 9:22am ***** ***** (*****) called back to say his guy's desk sits behind where the car was parked in the garage so maybe my grandson "thought" he saw someone under the hood. There are enough inconsistencies to move forward if we can't resolve this. I did file a complaint with Consumer Fraud, but once the motor has been completely torn apart (videoed) we can decide our next course of action.

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around December 18, 2024, a claim was filed w this business. I have an extended warranty with them on my 2016 Range Rover. A "suspension fail" light came on, car was sporadically rising up and down, loud noise rattling "under" car. *** **** ***** ran diagnostic. Needed strut replacement and new compressor. Adjustor came out and said they could not "show compressor needed replacement". Dealer said it will ultimately fail. Freedom refused to cover it. Strut was replaced (after some argument, as Freedom had the wrong part down and amount they would pay was in question). I picked up my car on Friday 1/3/2025. Rattling noise still present (*** thought new strut might remedy but did not). On Saturday 1/4, I was driving down a highway with 55 speed limit bringing car back to dealer. Right side of vehicle (it's a high riding vehicle) suddenly collapsed down WORSE than 2 blown tires while going 55ish mph. My non-verbal handicapped daughter was scared out of her mind. "Suspension fail" light as well as "30 MPH Max speed!" came on. I pulled into a safe area parking garage and had to get towed to the dealership. I have photos of my very lopsided car in the parking garage I pulled into. *** diagnosed again, compressor obviously one of the issues. Submitted new claim. Adjustor came out. Spent time with the Service Manager at *** who is an experienced Land Rover tech. He showed him all that was failing, rode in the car, etc. Freedom AGAIN denied anything wrong with my vehicle and denied the claim. I purchased all the extras on this warranty, was told from **** ******, where I bought my car that this warranty covers everything bumper to bumper (w the extras I purchased). They have dealt with this company. My car is NOT operable, multiple lights and warnings on, collapses down on the right side, suspension not rising, and rattles like driving over train tracks w a stack of pipes in the trunk. How is there NOTHING to be fixed on this car? Honor your warranty!

  

  Business Response

  Date: 01/16/2025

  In reviewing your claim, below are the findings:

  The vehicle was brought in due to displaying raising in progress notification and would rattle over bumps.  The RO states that the suspension compressor has failed and the passenger front air spring assembly has failed.  A 3rd party inspector was sent out to verify the failures.  The inspector states the following:  The technician demonstrated the front right shock is leaking air from the top of the assembly, near the top mount. Air can be
  heard and felt leaking at this area. The compressor is operational at this time, technician recommends replacement due to possible failure in the near future. The ride height variation from
  front left to right is highly visible, and the air in the front right leaks down within a few minutes. Cause of failure: Sealing failure of the front right shock, leaking air.  Required repairs: Replace the front right shock.

  Based on the inspectors review of the vehicle, the compressor had not failed at that time.  Freedom Warranty approved the coverage a strut with costs $2515.90. As per contract, suspension coverage includes: Shocks, struts, and air ride.
  Since the max LOL of $2500 was used on the Strut claim, there is no limit of liability left under Suspension Upgrade. 

  Under Section 11: Optional Coverages
  
  6. Suspension Upgrade: The suspension upgrade provides suspension coverage until Your vehicle's odometer exceeds 125,000 miles. Coverage includes; controlled adjustable height/ride dampening systems (air or hydraulic), shocks, and struts. In the event of a claim related to the suspension, cleared suspension codes will void your claim.
  
  Under Section 3: Limits of Liability
  
  The maximum limit of liability for controlled adjustable height/ride dampening, shocks, and/or struts is $2,500 (two thousand five hundred dollars). Suspension failure due to time and/or miles is not covered.
  
  
  The customer brought the vehicle back in on January 7, and per the inspection report, the control arm bushings and sway bar have failed.  These items were not listed on the repair order, so we advised the repair facility to update their RO, and we are still waiting on a call back from the repair facility to update RO for part numbers on Control Arm Bushings and Sway Bar to move forward with underwriting.

  Customer Answer

  Date: 01/16/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  Aside from fine tooth combing my warranty and the Suspension Upgrade which I am going over in detail, Freedom has never communicated to *** (Land Rover dealer where my car is) that they are waiting on part numbers for anything. I just texted with ***** service director ***** ******* and sent him Freedom's response here. He said he was on hold at that very moment w/ Freedom. He read in full Freedom's response, saying there has been no communication from them, aside from the adjuster "not finding issue" with my car. He texted me after he spoke with a rep who told him that a "manager would be calling him back." When he asked if it would be today, they said that he "was in the queue". If they were waiting on part numbers, ANY rep could take it or direct him to send an email to Freedom. They have been saying a "manager will get back to you" since last week with zero indication of anything else than that. I myself also just got off the phone with a Freedom rep. He had zero notes in my claim about "waiting on part numbers". He was the same rep that spoke to *****. He reiterated it is going to upper management, with no answer as to when a call back would happen. *** just sent the RO with all part numbers, I was copied in the email. Please indicate when a manager will call the service director ***** *******. 
  
  Sincerely,
  
  ********* *********

  

  Business Response

  Date: 01/17/2025

  There have been several messages left with the repair facility to send over part numbers for the lower control arms.  We have since been in touch with repair facility and was able to issue another $1,210.50 towards the repair of Ms. *********** vehicle. 

  Below are the approval details for the lower control arms for ***** *********.
  The approved parts are at OEM list price per the part numbers provided.
  The customer's contract has a max suspension limit of liability of $2500 for active/pneumatic/air suspension, struts, strut mounts, and bump stops. The suspension LOL was maxed out on a previous claim, so we are unable to authorize the suspension compressor.
  
  Labor- 1.6 hrs @ 249.95- 399.92
  Parts- 810.58
  Total- 1210.50