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:02/27/2025

  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.

  To begin with I purchased my 2013 f-150 from ******** **** **** back in September. Little did I know that they had sold me a truck with a cylinder head that was already bad. They completely withheld a page from ****** on us. Fast forward to February 13, 2025. On my way home from the store the timing chain broke ans truck has been at *** ******** **** since. An adjuster from integrity came to look at the truck and was claiming and agreeing with the mechanic for it to be covered and fixed. That is why the mechanic moved forward with starting to fix the issue and was interrupted, On Wednesday February 26 2025 I received a call from the wonderful mechanic at *** ******** stating that the warranty isn’t going to cover my damages and issue do to a part not specifically listed when there main page states all internal lubricated parts. This is why a customer pays for a warranty in case of emergencies like this. For integrity to even try to deny covering this, when every other warranty company I have spoken with would have covered this issue. They are just trying to push me off and not honor their business or their word. All I want is for this to be made right like it should be. I think it is called fraud when a business says Theyll do something you paid for and not honor it.

  Customer Answer

  Date: 03/15/2025

  This is ****** ******* I have not heard back from the warranty company whatsoever and they are still not honoring their warranty. I have spoke with legal representation and they are ready to move forward on this matter if they do not respond or honor their warranty within the next week. 

  Business Response

  Date: 03/24/2025

  Mr. ******
  
  Unfortunately, the contract you purchased is a stated component contract.  As such the only components eligible for coverage (contract attached) are those listed in Section 3 – Plan Coverage.  In reviewing your claim, contracted an independent third party inspection with *** *********** ******** ** ******** [inspection also attached] and the determined failure was: “timing chain guide failed, damaging primary timing chain, which eventually failed. The right cylinder head is worn at the camshaft mounting area”  On your contract, the timing chain guide is not a covered component and neither is the head.  This claim was denied due to non-covered components being the proximate cause of failure.
  
  Thank you
  

  Customer Answer

  Date: 03/24/2025

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

  The inspection that I received and reviewed states that the chain broke causing the roller guard to brake. It is very sad that I paid all of this money for a warranty and you do not stand by your word and try to write me off like I’m an idiot. I have a lawyer on this matter as we speak and will be subpoena the actual report from **** who completed the inspection. I’ve already talked with both **** and the team at ******** and also multiple other warranty companies that would have honored this. You are just as crooked as the dealership the warranty purchase came from. No integrity whatsoever. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:02/24/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car repair shop put a claim in feb 19th. My car has 5k worth of work that needs to be done. Someone was supposed to come out from integrity and look at my vehicle to approve what can be fixed. 2 days later feb 21 no one had called or came out. I had to call to warranty place myself and ask wtf is going on. They guy i spoke to said he didnt know. So i asked could he find out and he stated the warranty people where on the phone at the moment wih my shop. Intergrity dropped the ball on sending someone out so INSTEAD we sent them the link to look at everything. They then only approve 950 AFTER i was told TURBOCHARGE was covered! NOW theybare saying its not. CALLS ARE RECORDED SO THATS ON RECORD!!!!!!!!!!!!! Now my car will sit until monday because they have to wait for parts. I called intergrity back AGAIN and was told i cant get a rental because only 3 hours were approved. This is RIDICULOUS! 1st i was lied to by a agent sayin my issue was covered! Now my issue isnt covered and im out a car for almost A WEEK! And now i cant get a rental for 2 days? After all i pay and the lies an ball dropping im going thru with your team? Again CALLS ARE RECORDED so if i take this court i have proof of what i was told!!! I would like my turbocharge fixed and rental car REINBUSTMENT that i now have to pay for ontop on turbocharge repairs that i was told was covered!

  Business Response

  Date: 03/11/2025

  Upon review of this claim, it appears that Integrity Warranty authorized all of the components eligible for coverage on this contract.  This customer has an Integrity Silver Service Contract, which is a Stated Component coverage contract.  That means that only the components specifically listed within Section 3 – Plan Coverage are eligible for coverage.  For this particular mechanical failure, the thermostat, turbo lines, CV Axles, and control arms were the components determined to have failed by the repair facility that the customer chose to take their car.  Of those failures, only the control arms are listed as a covered component and those were indeed covered under this claim.  The thermostat is not listed as eligible for coverage, and while the turbocharger IS listed as eligible for coverage, the repair shop determined that there was no failure to the turbocharger, but rather the failure was to the turbo line hose, which is not eligible for coverage.  While the CV Axle/Joints are listed as eligible for coverage, the contract also stipulates that it is NOT eligible if the boot is damaged or missing, which in this case it was.  Lastly, we did not send an inspector on this claim, but rather relied on the diagnosis from the customer’s repair shop.  Essentially as soon as we were informed of what components had failed by the repair shop, we approved those components which were eligible and denied coverage for those which were ineligible. 
  
  Thank you

  Customer Answer

  Date: 03/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  Date:02/10/2025

  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 purchased an Integrity Warranty Gold Plan for my 2017 Range Rover Sport from ******* **** ***** on 9/5/2020 (dealership now out of business). I paid extra for AWD/4WD coverage, yet my claim for the air suspension compressor, a key AWD system component, was denied under Section 3, citing a “ride height” exclusion. This contradicts the warranty’s purpose, as AWD functionality is impacted by air suspension. Additionally, two years ago, my front control arms were covered with OEM parts, but now, as my warranty nears expiration, I am being forced to use aftermarket parts under Section 7. This raises concerns about inconsistent claim handling and selective approvals. When I questioned my claim, the representative suggested taking my vehicle to another shop. However, I am traveling for work in Omaha, NE, and the dealership is the only repair facility that offers a loaner car while my vehicle undergoes necessary repairs. Integrity Warranty’s refusal to acknowledge my situation is concerning. During the call, I also experienced clear gender bias. The representative spoke down to me but changed his tone to respectful and professional when addressing my husband. This is unacceptable customer service. Integrity Warranty’s Business Practices Raise Red Flags: ? Excessive Exclusions: Denying critical AWD-related repairs despite an AWD surcharge. ? Inconsistent Coverage: OEM parts were covered before, but now aftermarket is required. ? Refusal to Provide Written Denials: Integrity Warranty only provides verbal denials, making disputes impossible. Desired Resolution: 1. Reconsider my air suspension compressor claim & provide a written explanation citing exact contract terms. 2. Clarify what AWD/4WD surcharge actually covers. 3. Allow OEM parts for my front control arms, as previously covered. 4. Improve customer service to prevent biased treatment of female customers. Luxury vehicle buyers should avoid this warranty, as they exploit loopholes to avoid high-cost claims.

  Business Response

  Date: 02/13/2025

  ******
  
  We will use this exchange as an opportunity to provide clarity to your questions and concerns.
  We pulled a copy of the voice recording you had with the adjustor in our office and found no grounds for anything that resembled gender bias.
  Upon looking at your account history, I do see where we have previously paid 2 claims on your contract for components eligible for coverage.  Within your contract (attached) Section 3 – Plan Coverage states the components that are specifically excluded from coverage.  Amongst those listed excluded components are “shocks, struts, and any ride/height system components.”  As such the failure to your air suspension system being a ride/height system component would not be eligible for coverage.  Additionally, you asked for clarification on what the AWD/4WD surcharge covers.  That surcharge does not extend coverage to any additional components or systems, but rather is a surcharge that when checked makes a vehicle that is AWD/4WD equipped eligible for the coverage within the contract.  In other words without that being checked, this vehicle would not be eligible for coverage at all; but yes, since that was checked and paid for, this vehicle was eligible for coverage but only for covered components and not for excluded components.  Finally Section 7 – Breakdown Procedures clearly states that “We reserve the right to use parts in OEM, remanufactured, or parts of like kind and quality.”  If we provide the part during the repair process, however, we also do warranty those parts for a minimum period of 12 months or 12,000 miles.

  Integrity Claims

  
  

  Customer Answer

  Date: 02/13/2025

  
  Complaint:********
  
  I appreciate Integrity Warranty’s response, but I remain deeply dissatisfied with their lack of transparency, misleading surcharge explanation, and selective claim approvals.
  
   1. Gender Bias in Customer Service:
  Integrity Warranty claims they reviewed the call and found no issues. However, my husband and I were on the call together, and there was a clear shift in tone when he spoke versus when I asked questions. While I understand they will not admit fault, this does not change the fact that my experience was dismissive and condescending.
  
  2. Misleading AWD/4WD Surcharge Explanation:
  Integrity Warranty now states that the AWD/4WD surcharge does not actually add coverage for AWD-related components, but rather just makes the vehicle “eligible” for warranty coverage.
  ~ If this was clearly disclosed at the time of purchase, I would have reconsidered buying the policy.
  ~The way the surcharge was presented and charged was misleading to the customer.
  ~Most customers would reasonably assume that paying extra for AWD coverage means additional AWD components are covered.

  3. Air Suspension Denial  Bad Faith Interpretation of Contract Exclusions:
  They cited Section 3 Plan Coverage Exclusions to deny my air suspension compressor claim under the “ride height” exclusion.
  - However, my vehicle’s air suspension is directly tied to the AWD system it is not just for ride height, but actively adjusts clearance and traction based on driving conditions.
  - By broadly classifying all air suspension parts as non-covered, Integrity Warranty is denying a claim on a critical AWD component that directly impacts vehicle performance.
  - If AWD components like the transfer case are covered, why is a system that directly interacts with it excluded?
  
  4. Forcing Aftermarket Parts

  Changing Policies as the Warranty Nears Expiration:

  Integrity Warranty is now requiring me to use aftermarket parts, citing Section 7. However, this same policy covered OEM control arms in the past, which raises concerns about:
  
  Inconsistent claim handling :
  

  Why were OEM parts approved before, but now I am forced into aftermarket?
   End-of-warranty cost-cutting?  Are claims being handled differently now that my warranty is closer to expiring?
  
  
  ***Final Concerns & Why This Response is Not Satisfactory:

  ** Integrity Warranty’s exclusions and surcharge structure are misleading.
  ** Their handling of my claim suggests that they deny high-cost repairs while approving lower-cost ones.
  ** Their refusal to acknowledge selective claim handling raises concerns about bad faith business practices.
  ** Luxury vehicle owners should be aware that this policy is NOT designed to cover high-cost systems.
  
  
  Requested Next Steps:
  1. BBB should investigate whether Integrity Warranty’s AWD surcharge is misleading to consumers.
  2. Integrity Warranty should provide clear documentation of how AWD/4WD surcharges are disclosed to customers at the time of sale.
  3. Integrity Warranty should address inconsistent claim handling for OEM vs. aftermarket parts.

  4. Why wouldn’t they submit written denial of my compressor? I requested either through email to me or written denial to **** ***** *****, who are phenomenal by the way; ***** simply stated they don’t submit denial of coverage in writing. Not having anything in writing is also questionable business practice. I have read other complaints of people with integrity warranties and they received written denials. I guess it just depends on who takes your claim and what mood they are in that day as to wether they will cut costs for them or actually do the right thing and make their customers feel as though they have no worries and can have peace of mind knowing their extended warranty company is going to take care of them and get them back on the road.

  Final Statement:
  I stand by my experience, and I urge luxury vehicle owners to avoid Integrity Warranty if they expect meaningful coverage for high-cost repairs. The way claims are handled suggests an effort to minimize payouts rather than provide the peace of mind they market to customers.
  
  Sincerely,
  

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

  Business Response

  Date: 02/27/2025

  Nowhere does the customers contract state that the surcharge for AWD/4WD add additional coverage to any additional components.  The surcharge is mandatory predicated upon the VIN decoding the vehicle as an AWD or 4WD vehicle and is automatically added to the contract purchase price in order to make the vehicle eligible for coverage.  This is a universal provision amongst virtually all vehicle service contract companies.  Integrity Warranty is not a retail organization and as such cannot speak to the presentation of the contract during the sales process as that transaction was done between the selling dealer and the customer.  Section 3 specifically excludes the failed component in question.  This has already been discussed on the thread at length.  Next, Aftermarket parts are not "forced" on customers, but Integrity Warranty does reserve the right to use them in the claims process.  Sometimes that is determined to be necessary and sometimes not.  Every claim is different, but all parts whether supplied by us or the dealer are guaranteed by a parts and labor warranty. 

  Thank you and have a nice day

  INW

  Customer Answer

  Date: 03/05/2025

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

  I appreciate Integrity Warranty’s response; however, I maintain my position that their handling of my claim was misleading, dismissive, and structured to avoid accountability. From my initial conversation with the adjuster, it was evident that Integrity Warranty had already made up their mind on the denial of my air suspension compressor and had no intention of reconsidering. There was no effort to discuss alternatives, share responsibility, or acknowledge the perspective of a paying customer. Instead, the company’s approach was rigid, focused on contract loopholes rather than customer service, and unwilling to see the issue from the perspective of the individual who purchased the warranty in good faith.
  
  
  Integrity Warranty’s Misleading Marketing
  
  Integrity Warranty markets itself with statements such as:
  “When you’re selling a pre-owned car, the main selling point is confidence. You assure the customer that, if the car breaks down, the repair is covered. We provide that assurance.”
  
  This statement does not align with my experience. Rather than providing “assurance,” the contract is structured with so many exclusions that when a major repair is needed, there is always a way to deny it. The AWD/4WD surcharge creates the perception of enhanced coverage, but in reality, it simply makes the vehicle “eligible” for warranty consideration—with no additional components actually covered. This distinction was not made clear at the time of sale.
  

  One of the most significant exclusions in their contract states that “any ride/height system component (air or hydraulic)” is not covered. This means that buyers of vehicles equipped with air or hydraulic suspension—many of which are marketed as off-road, performance, or luxury vehicles—should be aware that their warranty will not cover a major system that directly impacts ride quality and, in some cases, drivetrain performance.

  Despite air suspension being a well-known feature in these vehicles, buyers are only given a brochure at the time of purchase rather than the full contract. The brochure creates the impression of comprehensive coverage while the actual contract is filled with exclusions that make meaningful coverage difficult. This raises concerns about whether dealerships are being properly trained by Integrity Warranty to disclose these exclusions upfront.

  Examples of vehicles that Integrity Warranty excludes from coverage include:
  Vehicles with Air or Hydraulic Suspension Ride-Height Systems:
  
  Luxury Sedans & SUVs (Air Suspension)
  •Mercedes-Benz S-Class, GLE, GLS, G-Class (AIRMATIC & E-Active Body Control)
  •Audi A6, A8, Q7, Q8 (Adaptive Air Suspension)
  •BMW 7 Series, X5, X7 (Adaptive Air Suspension)
  •Porsche Panamera, Cayenne, Macan (Adaptive Air Suspension)
  •Tesla Model S, Model X (Smart Adaptive Air Suspension)
  •Lexus LS, LX, GX (Adaptive Variable Air Suspension)
  •Land Rover Range Rover, Range Rover Sport, Defender (Electronic Air Suspension)
  
  Performance & Exotic Cars (Air or Hydraulic Lift Systems)
  •Lamborghini Huracán, Aventador (Front Axle Lift System – Hydraulic)
  •Ferrari 488, F8 Tributo, Roma, SF90 (Hydraulic Lift System)
  •McLaren 720S, P1, 765LT (Hydraulic Proactive Chassis Control)
  •Porsche 911 Turbo, 911 GT3 (Front Axle Lift – Hydraulic)
  •Bugatti Chiron, Veyron (Hydraulic Ride-Height System)
  
  Off-Road Vehicles (Air or Hydraulic Suspension)
  •Jeep Grand Cherokee (Quadra-Lift Air Suspension)
  •Ram 1500, 2500 (Active-Level Four-Corner Air Suspension)
  •Ford Expedition (Continuous Control Suspension with Air Ride)
  •Chevrolet Tahoe, Suburban (Air Ride Adaptive Suspension)
  •Toyota Land Cruiser, 4Runner TRD Pro (Kinetic Dynamic Suspension)
  •Lexus LX, GX (Active Height Control with Hydraulic or Air Suspension)
  
  Trucks & Commercial Vehicles (Air Suspension)
  •Ram 1500, 2500, 3500 (Active-Level Four-Corner Air Suspension)
  •Ford F-150 (Adaptive Ride Control with Optional Air Suspension)
  •Chevy Silverado High Country (Air Ride Suspension)
  •GMC Sierra 1500 Denali (Adaptive Ride Control)
  These vehicles utilize air or hydraulic ride-height systems for improved comfort, off-road capability, towing stability, or performance advantages.
  
  Furthermore, the brochure provided at the time of purchase was intentionally vague and misleading. One of the most noticeable phrases was “too many to list,” as if there were so many potential failures that buyers didn’t need to worry, because Integrity Warranty had them covered. This wording instilled a sense of confidence in my purchase, leading me to select the Gold Exclusionary package—which was the highest tier and seemingly the best fit for a luxury vehicle like mine. However, the actual claims process painted a very different picture, one where INW was more concerned with avoiding payouts than delivering the coverage they market.
  
  
  Integrity Warranty’s “Hands-Off” Business Model
  
  Integrity Warranty states that it cannot control how the warranty is presented because they are not a retail company. However, they create the contract and set the terms, meaning they bear responsibility for ensuring their dealership partners properly disclose what is and is not covered. Their “hands-off” business model allows them to avoid accountability, shifting the burden onto dealerships and leaving customers to discover major exclusions only after a claim, or part of a claim, is denied.
  
  Integrity Warranty is entirely within its rights as a business to define its coverage limitations. However, when a company allows dealerships to sell warranties without requiring full disclosure of critical exclusions, it creates a gray area in accountability. A gray area created by Integrity Warranty that they don’t want to own.  A warranty is only as good as its transparency at the time of sale.
  

  
  If they truly believed in transparency, they would ensure that dealerships are fully educated and are educating customers on contract exclusions and coverage limitations before purchase. Instead, the burden falls on the buyer—after the sale is completed—to navigate an overly complicated contract filled with exclusions that were never clearly explained upfront.
  
  
  Request for BBB Investigation
  I respectfully request that the BBB review Integrity Warranty’s business practices, specifically regarding how their coverage limitations and surcharges are disclosed at the time of sale. This includes reviewing whether dealership partners are properly informing consumers about what is and is not covered.

  Final Consumer Warning
  Consumers considering an Integrity Warranty, particularly those purchasing a vehicle with air or hydraulic suspension, should carefully review contract exclusions before purchase.

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

• Initial Complaint

  Date:12/04/2024

  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 purchased a vehicle from ****** ***** ****** on 10/02/2023 and paid for the Gold warranty. On 11/1/2023 I received a letter stating the contract was never made valid due to not being funded by the dealership. At that time I made several calls to the dealership and Integrity until I was assured by Integrity that payment was received and policy was active. Now 11/26/24 I’m being told by my repair company that my policy was canceled. When I called Integrity I was unapologetically informed that in March of 2024 the policy was canceled due to the bank canceling the funds and that the dealership is closed due to bankruptcy. I was never informed of this at the time but the representative stated there was nothing I could have done then anyway. I questioned why they would allow a dealership to sell product on their behalf without backing those sales and why they now accept no responsibility for the fact that I paid $2880 for a policy I did not receive despite much effort on my part to ensure the payment was made. At that point I was given several justifications of why they do business that way being wholesale etc. so the dealers presell the warranty and buy them in bulk. I would never have purchased a policy at the time if I had know it wasn’t made active/confirmed on that day. The representative showed no empathy that I was just being informed I had been robbed of $2800. She suggested I try my lender, which I cannot do because the car is fully paid off. I was told there was no one else I could speak to and that they would take no responsibility. As the dealership is now out of business and filing for bankruptcy there is not much that can be done other then file with the attorney general. It is a terrible business practice to allow a third party to sell your products for you and not back up those sales especially when we are spending thousands. It should be illegal. Integrity indeed.

  Business Response

  Date: 12/06/2024

  Dear *******

   

  Integrity Warranty LLC never received any funding for the policy in question and therefor your vehicle never had coverage.  There was a point in which the dealer attempted to fund the contract, however that payment was reversed due to ***.  That being said despite Integrity never receiving any funding for your contract we have decided to issue a refund for your policy to make you whole on the transaction. 

  Sincerely

  Integrity Warranty 

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2024 my vehicle's check engine light started to come on. After taking it to the dealership for a diagnosis, they told me that the issue was the water pump and some gaskets that needed to be replaced. I went over the coverage from Integrity and discovered that all these issues should be covered in my policy. Integrity then proceeded to send "an inspector" to confirm these issues. After this inspection, they let the dealership know that the next step would be to tear the engine down to failure to find the root cause of the problem at OWNERS EXPENSE. Now I not only owe $1250 from the diagnosis but I am expected to pay for what they refuse to fix. I demand a refund of what I've already paid and, if they refuse to repair what's included in the policy, I also demand the refund of $2500 of what was paid for the policy because they are not fulfilling their side of the agreement.

  Business Response

  Date: 12/04/2024

  Upon review of this contract (attached).  It appears that you purchased a 24 month BASIC contract for a retail price of $2108.00. It should also be noted that your claim has not been denied.  Disassembly is required to complete the repair and is needed for us to determine the component that failed to make sure that is eligible for coverage under this contract.  Should this be a covered repair, we would underwrite and approve the claim and disassembly costs up to the limit of liability on your contract.  

• Initial Complaint

  Date:12/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my father purchased me a 2017 ford fusion on september 21st, 2024. on november 1st 2024 the car started making a terrible rattle noise and started shifting very rough. i had the vehicle towed to a trusted mechanic where’s it’s been ever since. my mechanic diagnosed the vehicle as having a cracked flex plate, and a bad torque converter. first they denied my claim saying part of the repair was not covered (flex plate). i talked to the mechanic and i agreed that i would pay for that portion of the repair. so we resubmitted the claim only including the parts that were specifically listed in my contract. they said okay, and sent an adjuster out a few days later. the adjuster inspected the vehicle, drove the vehicle when he really should not have, and determined that my mechanic was right and the torque converter was indeed bad. later that same day my mechanic received a call from Integrity saying that they STILL weren’t covering it as my warranty had only been active for 14 days and 500 some odd miles and that they “determined” that it was a preexisting issue. it was not, as my mechanic told me, the vehicle is not drivable. the vehicle was parked and towed home on november 1st, just 2 days before it was towed to the shop. i paid $2200 for this warranty just for them to lie, cheat, and defraud me when its time to provide the service i paid for. there’s no way to twist this. the issue was not preexisting, they’re just slapping that nameplate on it to avoid paying.

  Business Response

  Date: 12/04/2024

  Upon Review of your claim it appears there are a few issues here.  First and foremost, the selling dealer from which you purchased the contract on 09/21/24 actually voided your contract on 10/22/24.  Your claim was not called in until 11/08/24 during the time that your contract was actually in voided status.  We did allow the selling dealer to reinstate the contract on 11/11/24 but that would have carried a 30 day waiting period from that date meaning this contract would not have been active until 12/12/24.  Additionally, when the claim was called in we did have the vehicle inspected by an independent third party inspection company (report attached).  From that inspection, the third party inspection company stated that “Based upon all available information and with a reasonable degree of mechanical certainty, this condition is not sudden and was more likely than not pre-existing to the very recent contract effective date and mileage and has progressively become more pronounced as it was driven until its present state of failure.” Per Section 5 of your contract (attached) : “Pre-Existing Conditions Are Not Covered Under This Contract.”  Unfortunately not only was this claim called in during the period of time in which the contract was in voided status, but the mechanical failure was also determined to be a pre-existing condition.  This claim remains denied.  

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a 2020 Range Rover with the Integrity Warranty Gold package on 6/22/2024. On 9/23/2024 I took my vehicle to the local Land Rover dealership due to check engine light coming on. Turns out my timing chain needed replacing (which is under my current extended warranty). Integrity instructed that Land Rover tear engine down to failure to see Timing Chain; to be inspected. Integrity Warranty then approved Land Rover to complete job after video and pics were sent in for review. However, the labor time that Integrity Warranty says it takes to fix the issue is 4.4 hours, the discrepancy is that Land Rover says it takes close to 20 hours to fix. I've went and talked over 8 accredited mechanic shops, and they ALL have said 4.4 hours to repair a timing chain is ridiculous: going by their labor guide. Most mechanics if not all stated it takes about three hours to get to the upper timing chain; with an average totaling 15 hours of labor time to complete the repair. Not to mention integrity Warranty Company has not tried to do any further research to see if any additional time is needed to make the repair. All that has been said by Integrity Warranty Supervisor *** ********* "This what our labor guides states that it takes to complete the repair." The fact that Integrity is not trying to help resolve this issue with meeting in the middle with Land Rover is disheartening. As of today 10/29/2024, my vehicle has been at dealership for the last 5 weeks.

  Business Response

  Date: 11/14/2024

  Unfortunately, your contract stipulates that authorized repairs must adhere to the time and labor guidelines found within ******** *** ****** ***********.  This is specified within your contract (see attached).  ********* is one of the leading time and labor guides for repair facilities across the country for all major vehicle manufacturers.  That guide specified 4.4 hours for this particular job.  We authorized 5.4 hours for this particular repair.  As a company, we have authorized many such repairs for Range Rovers and the shops have never before specified the necessity of pulling the engine out of the vehicle to complete the repair.  It also looks like this shop was charging a 45-50% markup over MSRP on parts.  We advised that the customer could move his vehicle to another shop to lessen the out-of-pocket expense as it appears that this shop is attempting to egregiously overcharge for the parts and labor necessary to conduct this repair. 
  

  Customer Answer

  Date: 11/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:  I was never advised to move my vehicle to another location to get another estimate.  Integrity warranty never communicated that to me. 
  
  Sincerely,
  *** ******* **

  Business Response

  Date: 11/21/2024

  There is nothing more to discuss on this. Per the customers contract we are bound by the nationally accredited time and labor guide - *********.  We also provided the customer with copies of what the time and labor estimates were for this repair directly from that mechanical guidebook.  We are bound by our contracts.  If this customer has further grievance, they can take that up with our legal counsel.  

   

  Sincerely

  Integrity Warranty 

• Initial Complaint

  Date:08/28/2024

  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 financed my truck from ******* Chrysler located in Indiana on 2/27/24 @81,322 miles with a Gold Warranty through Integrity my truck now had 91,000 miles on it. My first issue was Water pump & Thermostat housing on 04/08/24 my warranty covered that issue. Now here it is six months later engine light i took my truck to get diagnosed the codes were spark plugs and ignition coils i paid for that work on 8/6/2024 everything was fine then i received another engine light on 8/11/2024 i took it to get diagnosed again and the codes were spark plug and ignition coil this time a different misfire i took it back to the shop they checked it i actually took it a few times trying to get to the bottom of that problem. Then it TRIED to run hot but didn’t i checked all my fluids EVERYTHING was good on 8/18/2024 it ran hot i said forget spark plugs and coils i need to figure out why my truck ran hot that day i checked fluids my antifreeze looked clumpy so i added fluid and took it to get flushed because i thought the antifreeze WASN’T pumping because it was clogged i got my flush they added antifreeze truck was fine i went home next morning i check all my fluids because i was heading out but the antifreeze was GONE so i was concerned not knowing where the antifreeze went cause there was no leaks NOTHING so i went bought antifreeze poured it in there then drove it to dealership. I was told i need a gasket and radiator but dealership told the warranty company i need whole new engine why i don’t know NOW my claim has been denied and i’m pretty much out of a vehicle that i only had for six months because dealership asking me for 12 thousand dollars that i do not have. Now I’m wondering do i let ******* Chrysler come repo my vehicle:-( or do i try another shop and retry my warranty. I’m confused and lost right i was told my claim was denied because my truck overheated not continually because it only overheated twice and i immediately took action. Just need more options and help. Thanks

  Business Response

  Date: 08/29/2024

  Unfortunately, this vehicle was continuously operated in an overheated condition.  Section 5 of your contract (Attached) “Section 5 – What is not Covered” line item #12 states “Breakdown caused by continued use of defective Vehicle or mechanical failure cause by overheating [is not covered].”
  Upon review of your claim, we sent an independent third-party inspector to look at your vehicle.  The Cause of Failure from the inspection (attached) was stated as “Failure is consistent with overheating and head gasket failure.”
  Additionally the repair facility stated that “customer states that vehicle has been overheating for the past 3 days.”  This would indicate that the vehicle was continuously operated in a failed state.
  Unfortunately for these reasons the claim must remain denied.
  
  Thanks

  Customer Answer

  Date: 08/31/2024

  
  Complaint: ********
  
  I am rejecting this response because: My vehicle did not continuously run hot that report the dealer put down was incorrect as I stated in our emails. No leaks nothing how was i suppose to know there was a issue with my vehicle if it didn’t run hot? When i seen that it did the first time is what got my attention! And i took immediate action thinking park it let it cool add antifreeze then you state my radiator was clogged so the antifreeze wasn’t pumping how was i suppose to know? Also the dealers that are making these warranty companies sound good need to explain it more not “oh yes you have the HIGHEST GOLD package that covers everything” Then the customer finds out that the major stuff as you said you see these specific failures all the time isn’t covered and now their out of a vehicle no point of a warranty if someone still have to come out of 12 thousand dollars for a vehicle after only six months and haven’t went over the miles for the warranty it’s crazy but after continuously emailing and just getting were sorry i see it’s just that figure it out :-(  But Thanks
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a vehicle through ******** **** ****** in Akron Ohio, and at the time we purchased the vehicle we purchased a "Gold" warranty from Integrity Warranty. Within days of having this vehicle we started having issues. We had to take the vehicle back to the dealer a handful of times and then we started taking it to a certified mechanic near our home. We actually put a good amount of money to fix different things but around the one year mark of having the vehicle it had issues again and stopped running altogether. We had to have it towed to our mechanic who then looked at it and told us the engine was bad and needed to be replaced. We then had it towed to the dealership because the engine replacement was clearly covered under the warranty. Once the warranty looked over the vehicle they denied coverage by saying there was NO oil in the vehicle. We then called our mechanic and asked if he could provide the proof that there was in fact oil in the engine at the time that it was first towed to his shop when it first stopped working, which he did. We also have proof there was an oil change not long before that. Even with the proof the warranty company is refusing to cover the cost to replace the engine stating the dip stick was bone dry. We have called for over a month to have them show us a picture of that and they won't send it and now won't return our calls. We are collecting all of our documentation to file a lawsuit soon.

  Business Response

  Date: 03/20/2024

  Upon review of this claim, we utilized an independent third-party inspection company. That company in their report (attached) verified that "The engine has been operated with a low oil level."  The inspection photos (also attached) additionally verify a dry dipstick (picture 2 of the file).  Per the customer's contract (attached): "Repairs due to improper quantity or quality of fluids [are not covered]."  Unfortunately, since this vehicle was operated without adequate engine oil, the mechanical failure to the engine was not covered.  

   

  Thank you

   

• Initial Complaint

  Date:02/12/2024

  Type:Billing 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.

  Attached is my account of the complaint, which includes my memory of comments supplied by agents of Integrity on two calls on Monday, January 31st 2024 (9:04 CST & 9:18 CST) when I attempted resolution with them. I further contacted the dealership where the warranty was purchased, who also sought resolution on my behalf to no avail.

  Business Response

  Date: 02/19/2024

  Unfortunately the contract this customer purchased is measured in mileage from zero miles.  Their contract expired at 70,000 miles and at the time the claim was called in, the vehicle had 72,500 miles.  That being said if they customer will reach out to us, we will allow a prorated cancellation (less previous paid claims) of the amount had this been an additive mileage contract.  We do offer additive mileage contracts, and wish this customer had selected that instead of this contract, but are offering the aforementioned resolution

   

  thank you

   

  Customer Answer

  Date: 02/22/2024

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

  As stated in my complaint, I had every intention of purchasing an "additive" warranty.  Based on the verbal description provided, the price paid and the large-print terms shown in the contract I believed I was doing so.  In fact, prior to this claim denial, I was not aware of any car warranties that were NOT additive to existing age / mileage.  Even the OEM / factory warranties are additive from the vehicle state as it is driven off the dealer's lot.  That said, my main issue at this point is that I do not believe it is appropriate to subtract paid claims from a pro-rated premium return.  I acknowledge there was coverage for 20,000 miles and therefore risk exposure experienced by Integrity, and I believe it would be improper to request a complete refund on my part for this reason, but it would only be appropriate to subtract any claims paid if I had requested a complete refund of the warranty purchase price ($1800).  A pro-rated refund request puts that risk burden and any paid claims during the period of coverage upon Integrity, so I would retain my request for the full pro-rated refund of $1282.  If Integrity would like to offer a full refund less paid claims, I would also accept that offer.

  Note that the "Total" warranty did cover $300 of a $591.02 claim for a previously failed wheel bearing in February 2023.

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

  Business Response

  Date: 02/27/2024

  We made our offer.  Please contact our office to proceed with your refund.  We are no longer negotiation with you.  Have a nice day.