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:12/30/2024

  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 have been paying for insurance through everything breaks for over a year now. I filed a claim with my repair facility about my truck, everything breaks approve my claim. They told the repair facility that they could go ahead and fix it, the repair facility fixed it. Now it's been almost a months and everything breaks still has not paid the bill, so I have been without a vehicle since. I asked for a supervisor to call me and no one has contacted me yet. They take out the payment on time every month but never respond to any complaints. I'm supposed to have to Platinum policy or whatever it is but I feel like I'm being scammed. They won't let me talk to anybody in the claims department and they always have a different excuse on why they have not paid the bill. I have talked to several customer **** that cannot render any help, they brag about being A1 accredited through the better Business bureau but see that is a false statement. Every call to them is a hold time for at least 1 hour or better and I have called at a minimum 8 times and still calling. Dont waste your time and energy with this so call company its a SCAM.

  

  Business Response

  Date: 03/31/2025

  Thank you for the opportunity to respond to the concerns regarding the customers recent claim.
  

  The customer submitted a claim for repairs which was approved, and the repair facility was authorized to complete the work. Unfortunately, the claim was submitted during a period in which our company experienced internal processing issues, including a temporary financial disruption caused by a compromised company payment method, as well as delays due to the holiday season.
  

  We understand how frustrating this experience has been for the customer. However, we can confirm that the repair facility was paid in full in January 2025, and the claim has since been closed.
  

  We acknowledge the customers concerns regarding communication and extended hold times. We experienced a higher-than-normal call volume during this period and are actively taking steps to improve our customer service operations to ensure more timely support and follow-up.
  

  We regret any inconvenience caused during this time and want to reassure the customer that their claim was honored and paid, in accordance with the terms of the policy.

• Initial Complaint

  Date:12/23/2024

  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.

  In August 2024, I purchased an extended warranty from Everything Breaks for my **** F-150, trusting that they would cover any mechanical failures. However, my experience with this company has been extremely frustrating and disappointing.On December 9, 2024, my vehicle experienced mechanical issues and was taken to an authorized **** service center on December 11. The diagnostic report was completed on December 16, and the service center contacted Everything Breaks to open a claim. Despite this, the company delayed the claim registration until December 17. They promised to send an inspector within 24 to 48 hours, but that deadline was not met. Several days passed without clear updates. Finally, on December 23, the inspector visited the service center and denied all repairs, claiming the vehicle had modifications.The rejection itself wasnt the worst partit was the completely unacceptable handling of my case by their customer ************** of transparency: I was not provided with evidence or specific details about the alleged modifications. Additionally, when I purchased the warranty, I was not asked for an inspection or photos of the vehicle to verify its condition, even though it now seems the coverage depended on this.2.Rude and unprofessional behavior: I repeatedly requested a formal rejection letter outlining the specific technical reasons for the denial. I was promised this letter within 24 to 48 hours, but the timeline was later changed to January 2, 2025. When I asked for an explanation, the representatives were rude, hung up on me, and refused to transfer me to a supervisor.3.Contract breaches: According to the contract, unauthorized modifications may exclude certain repairs, but not automatically void all coverage. Yet they denied everything without providing technical justification.Their poor claim handling, lack of transparency, and unprofessional customer service are unacceptable.

  Customer Answer

  Date: 03/24/2025

  Dear BBB,
  
  
  In response to your request, I confirm that Everything Breaks has not contacted me directly since I submitted my complaint on December 23, 2024.
  
  
  They have made no additional efforts to address or resolve my concerns. I have not received any phone calls, emails, or messages from the company through any official channel.
  
  
  I have also not received the formal denial letter I requested. Despite multiple attempts to escalate the issue, their customer service repeatedly refused to connect me with a supervisor or manager. On several occasions, representatives hung up on me during calls.
  
  
  Thank you for your assistance in this matter. I look forward to the next steps.
  
  

  

  Business Response

  Date: 03/31/2025

  Thank you for the opportunity to respond to the concerns regarding the customers claim filed under their extended vehicle service contract with Everything Breaks.
  

  The customer filed a claim on December 11, 2024, for mechanical issues with their **** F-150. The diagnostic report was completed by the service center on December 16, and a claims inspection was scheduled. An inspector was dispatched and completed the inspection on December 23, 2024.
  

  During the inspection, several mechanical issues were verified, including:
  - Water pump leak
  - Rear main seal leak
  - Rear differential pinion seal leak
  - Loose right front wheel hub causing ABS codes
  - Cam phaser solenoid issues
  

  However, the inspector also identified aftermarket modifications, including:
  - A 2-inch lift kit
  - An engine bay modification, believed to be an aftermarket vacuum module
  

  Per the terms and conditions of the service contract, vehicles with aftermarket modifications that impact covered systems are not eligible for coverage. These modifications directly affect both the suspension and powertrainsystems tied to the claim. Additionally, the customer did not disclose these modifications at the time of enrollment, which is required for eligibility. The modifications were only discovered during the claims inspection.
  

  As a result, the claim was denied, and the customers contract was cancelled on December 23, 2024, due to ineligibility.
  

  While we regret that the customer is dissatisfied with the outcome, the denial and subsequent cancellation were in full accordance with the contract terms. No further action will be taken on this claim or policy.

  Customer Answer

  Date: 03/31/2025

  I am rejecting this response :

   

  I strongly disagree with Everything Breaks response, which is not only evasive but also misleading and dishonest.
  
  At the time I purchased the vehicle, I was not informed of any modifications, nor was I mechanically qualified to identify them. I purchased the truck from a local dealership as-is and answered truthfully when asked if I was aware of any modifications.
  
  
  More importantly, Everything Breaks never required or requested an inspection, photos, or verification of the vehicles condition at the time of enrollment, despite that being a reasonable step if modifications disqualify coverage.
  
  
  First of all, at no point was I ever provided with a copy of the inspectors report. I was simply toldafter several days of chasing themthat my claim was denied due to alleged modifications. I was never shown proof of how these supposed modifications were linked to the mechanical failures reported.
  
  
  Lets be clear: the contract states that only issues directly related to non-authorized modifications would be excluded, and that the rest of the warranty should remain valid. Yet Everything Breaks denied the entire claim and went even further: they canceled my entire warranty without giving me any chance to respond or appeal.
  
  The contract clearly states that modifications only void coverage related to those modifications, and not the entire warranty. Yet, my claim involved several mechanical failureslike oil leaks and solenoid issuesthat may have no connection to a 2-inch lift kit or a vacuum module. No detailed explanation was provided as to how each issue was directly caused by the alleged modifications.
  
  
  When I purchased this warranty, no one asked me for an inspection or pictures of the vehicle. I bought the truck from a licensed dealer and had no knowledge of any modifications. I answered honestly when asked. Im not a mechanicI trusted the process and the provider.
  
  
  What this company has done is outrageous: they had no problem collecting my monthly payments, but the moment I needed support, they looked for an excuse to cancel everything and avoid responsibility. Had I not filed a claim, they would have continued charging me for a worthless warranty. That is fraud.
  
  
  On top of that, the customer service I received was shameful. Rude, dismissive, and completely unwilling to escalate the issue or provide real assistance. I had to fight just to request a denial letter, which they then delayed with no explanation.
  
  
  Everything Breaks is not honoring their own contract, is acting in bad faith, and is clearly trying to avoid any payout. This company should not be trusted by any consumer, and I urge the BBB to continue investigating their practices.
  
  
  Sincerely,
  ******* *****
  
  

  

  Business Response

  Date: 04/01/2025

  Dear BBB and *** *****,
  

  Thank you again for the opportunity to provide a follow-up response.
  

  We acknowledge *** ****** continued dissatisfaction regarding his denied claim. After further review of the contract and inspection findings, we respectfully reaffirm our position and offer the following clarifications:
  

  1. Vehicle Modifications and Eligibility
  Per *************** Is Not Covered) of the service contract, coverage is excluded if:
  any alterations have been made to Your Vehicle... including but not limited to, all frame or suspension modifications, lift/lowering kits... engine modifications... which includes any performance modifications.
  The inspection conducted on December 23, 2024, identified a 2-inch lift kit and an aftermarket vacuum module in the engine bayboth of which qualify as performance-related modifications affecting the suspension and powertrain, which are directly tied to the reported mechanical issues.
  These modifications, regardless of the customers awareness, were not disclosed at enrollment. As such, the claim is excluded from coverage under the contract terms.
  

  2. Claim Denial and Contract Cancellation
  At the time of purchase, *** ***** was specifically asked whether any modifications had been made that enhanced vehicle performance. He answered no. This response was material to contract issuance.
  As allowed by Section J of the agreement:
  The Administrator may cancel this Contract for material misrepresentation or substantial breaches of contractual duties...
  Therefore, the contract was rightfully cancelled on December 23, 2024, following the inspectors findings.
  

  3. Component Breakdown vs. Modifications
  While the claim referenced items like the water pump, cam phaser solenoid, rear seals, and ABS hub, these fall under systems that are either suspension-related or powertrain-relatedthe same areas affected by the lift kit and aftermarket engine modifications.
  Without clear separation from the modification impact, the entire claim is disqualified in accordance with Section E of the contract.
  

  4. Inspector Report and Communication
  As stated in the contract (Section F), the repair facility works directly with the Administrator and:
  We reserve the right to inspect Your Vehicle... In the event the Administrator determines that a repair... is not a Covered Repair, then You are responsible for any cost incurred.
  

  While we are not obligated to release the inspection report to the customer, findings were reviewed with the repair facility, and the basis for denial was communicated to the customer.
  

  We understand the frustration caused by this situation and regret that *** ***** feels misled. However, Everything Breaks acted in full compliance with the contract language, and no further action will be taken on this matter.

• Initial Complaint

  Date:12/19/2024

  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 bought a warranty through Everything Breaks and my transmission failed. Now they are refusing to stand by the warranty. They are also refusing to offer a refund. I asked the gentleman who sold me the warranty multiple times on the call if they cover vehicles with leveling kits installed and he said yes. The call was even recorded. Now a year and a half later I need the warranty and they are denying the claim because of the leveling kit and refuse to offer a refund. I bought their top line service and spent almost ******* on the monthly charges. Ive read the policy multiple times and no where does it state that they dont cover vehicles with leveling kits only that they dont cover parts associated with that. This has been going on since before Thanksgiving when I dropped the vehicle off. I need them to cover the claim so I can have my vehicle back asap.

  Customer Answer

  Date: 03/20/2025

  I have not been contacted by Everything Breaks about this situation at all. The only correspond I've had with them is when I reach out. The last time I contacted them was the end of January and at that time they said my account is closed and there is, an admin hold on it. ***** is the company that process the monthly payment for Everything Breaks and I my credit card has been billed for January and February. I've included receipts for what I have paid out of pocket so far to have the transmission replaced. Also, there is a zip file that came from Everything Breaks that is the 3rd party inspectors' pictures of my vehicle. In the pictures he explains incorrectly what he thinks is on my truck for a lift kit. I will include a copy of my receipt from Shock surplus that says what type of shocks and struts are on my vehicle. The suspension on my vehicle is stock except for aftermarket coilovers and shocks. No lift springs or spacers have been installed. I would also like to add that I have filed a claim with the ******************************* and Financial Institutions on 12/29/2024 and they have not received a response from anyone. 

  Customer Answer

  Date: 03/20/2025

  Here is a copy of the receipt for the parts installed on the vehicle. The struts offer 0-1" of lift and I informed the salesman from Everything Breaks this is what is on the vehicle.

   

  I have also included receipts for the rental truck I've had since January due to this issue. I have become tired of waiting for some response from anyone, so I bought another vehicle. It saves me about $1,200 a month in rental fees. I just really need someone to step and honor the contract and reimburse me for the transmission and replace the motor. All the phone calls have been recorded someone just needs to listen to them and see I'm not fabricating any of this.

  

  Business Response

  Date: 03/27/2025

  Thank you for sharing your concerns. We understand how important your vehicle is and how frustrating it can be when repairs are delayed or denied. We appreciate the opportunity to explain the outcome of your claim.
  

  After your transmission-related concern was reported, we arranged for an independent inspection of the vehicle. The inspector found the following:
  - Transmission fluid was full but burned, with harsh shifting and slipping observed.
  - No active transmission-related fault codes or leaks were present.
  - Engine and transmission mounts were collapsed, and upper and lower control arm bushings were also collapsed.
  - Vehicle had a 2" lift kit and aftermarket struts installed.
  

  Per the terms and conditions of your contract, aftermarket modifications such as lift kits or leveling kits void the warranty coverage. While we understand that the sales representative may have stated that vehicles with leveling kits are eligible, the contract explicitly excludes failures resulting from or occurring on vehicles with non-factory modifications, including suspension alterations. We regret any miscommunication that may have occurred at the time of sale.
  

  Additionally, the policy states that components modified from their factory setupor those impacted by such modificationsare not eligible for coverage. In this case, the suspension modifications and aftermarket components directly conflict with the policy's eligibility requirements and were a material reason for the denial.
  

  We recognize that youve made significant payments toward your coverage. However, the contract clearly outlines that in the event of non-disclosure or the presence of disqualifying modifications, refunds may not be issued once coverage has been in effect and utilized.
  

  We genuinely regret that we cannot provide a more favorable resolution, and we encourage customers to disclose any modifications at the time of purchase to ensure alignment with contract terms.

  Customer Answer

  Date: 04/08/2025

  My question to Everything breaks is why they have continued to charge my credit card for the last 3 months. I provided screen shots of my credit card bill.

   

  Also, I included a synopsis of Arizona Consumer Fraud Act with appropriate ARS code. It prohibits deceptive and unfair business practices in connection with the sale or advertisement of merchandise, providing consumers with recourse against such practices. Well, the salesman stating that my truck would be covered with these parts installed prior to purchasing the warranty is deceptive behavior. 

  

  Business Response

  Date: 04/11/2025

  Thank you for your continued communication regarding this matter.
  

  We would like to clarify that we are currently working directly with the ******************************* and Financial Institutions on the resolution of your case. We take all regulatory inquiries seriously and are fully cooperating with their review.
  

  After further evaluation and a thorough management review, we acknowledge there may have been miscommunication at the time of sale regarding your vehicles modifications.

  While the presence of aftermarket suspension components is excluded under the terms of your contract and typically results in claim denial and ineligibility for refund, we are willing to make an exception in this case.
  

  As a gesture of good faith and in the interest of resolving this matter amicably, we are prepared to issue a full refund for all payments made toward your coverageprovided this resolution is accepted by you.
  

  We respectfully request that this case be considered closed, as we are actively working toward a fair and final resolution in collaboration with the appropriate state agency.

  
  

• Initial Complaint

  Date:12/19/2024

  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.

  This company calls me multiple times a day and asks me for personal information despite my repeated requests to be placed on their Do Not Call list. They told me that they couldn't place me on an do not call list because other members of the business have my # and will continue to call me, but the person on the phone added it to their personal profile that they individually will not call me, but it was likely that several more members of their business would still call me. The number is always slightly different so I can't block it. These calls are incredibly harassing and the business refuses to stop harassing me no matter how much I try to stop it.

  Customer Answer

  Date: 03/19/2025

  No. I have not received any communication since then. Thank you.

  

  Business Response

  Date: 03/27/2025

  Thank you for bringing this to our attention. We sincerely apologize for any frustration youve experienced.
  

  We want to clarify that Everything Breaks does not make outbound calls unless a consumer has opted in to learn more about our servicestypically by submitting a form or engaging with one of our marketing partners. However, we understand that circumstances can change, and we fully respect your right to opt out at any time.
  

  After reviewing your request, we can confirm that your phone number has been successfully added to our internal Do Not Call list, and all outbound communication has been halted. We take compliance seriously and are committed to honoring all opt-out requests promptly.
  

  If you happen to receive any further calls that appear to be from our company, please let us know the number used so we can investigate further and ensure complete resolution.

• Initial Complaint

  Date:12/18/2024

  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 took my vehicle to the local ************** on Nov 25, *************************************************************************************************************************************************************************** addition, there is a whining sound while accelerating in low gears. What seem to be a transmission issue has *** ongoing for several weeks before I brought it to the shop. The repair shop determined that the ** blower and the transmission needs to be replaced along with some additional repairs. EverythingBreaks sent out an inspector who indicated he was not able to duplicate the ** issue and acknowledged "...a slight noise on 4th gear engagement...". Additionally, he referred the service facility to an ************** bulletin in order to address the transmission issue. ***** Services indicated that the particular bulletin did not apply to my vehicle based on the *** and that feedback was provided to the EverythingBreaks. I have also emailed EverythingBreaks the same information. To date, EverythingBreaks is refusing to replace the ** blower or acknowledge the severity and responsibility to repair/replace the transmission. Additionally, what is really poor is that when I call EverythingBreaks, they are insisting that the adjustor will only speak with the repair shop but the repair shop has no incentive to continue calling them because they repeatedly incurred wait times upwards of one hour in order to speak an adjustor who they indicate has been denying the repair (EB did agree to repair another worn our part). I have decided to file this complaint today after being stonewalled by a representative while trying to get to an adjuster and finally hung up after waiting on hold for 2 .5 hours. At this point, ************** loaner vehicle which they were kind enough to let me hold for the past three weeks. I am currently stuck with having to pick up my unrepaired vehicle for my wife to do her daily commute to work.

  Customer Answer

  Date: 03/20/2025

  Everything Breaks has not contacted me to resolve the issue.

  

  Business Response

  Date: 03/27/2025

  Thank you for your feedback. We understand how frustrating it can be when a vehicle is experiencing issues and repairs are delayed or denied. We would like to take this opportunity to clarify the steps taken regarding your claim and explain the outcome.
  

  On November 25, 2024, you brought your vehicle to a local ************* facility due to concerns with the A/C blower not working intermittently, jerking while driving, and a whining noise while accelerating. A claim was filed, and in accordance with our procedures, we dispatched an inspector to evaluate the reported issues.
  

  Upon inspection, the adjuster noted:
  - No duplicatable issue with the A/C blower motor at the time of inspection.
  - A slight noise during 4th gear engagement, but no demonstrable mechanical failure of the transmission.
  - Reference was made to an Acura technical service bulletin (TSB) related to the concern; however, the service facility later confirmed that the *** did not apply to your vehicle based on the VIN.
  

  Its important to note that our ************************ (VCS) plan only covers the transmission if there is a failure due to an internally lubricated component. Unfortunately, a whistle or whining noise alone does not meet the definition of a covered failure, as outlined in the contract. At the time of inspection, there was no physical damage or failure found that would warrant repair or replacement under the coverage terms.

  During the follow-up call on December 20, 2024 at 2:02 PM, both you and the repair facility continued to reference the whistle noise. We reiterated that noise concerns are not covered unless they are directly linked to a demonstrable failure of a covered component. The representative read the inspection findings verbatim and explained that based on the report, no covered repairs were warranted for the A/C blower or the transmission at that time.
  

  We did approve coverage for a separate worn part that was deemed eligible under your plan.
  

  Additionally, you contacted us on January 8, 2025, and requested to cancel your policy, which was subsequently processed.
  

  We understand this was not the resolution you were hoping for, but we remain committed to upholding the terms of every customers service contract.

• Initial Complaint

  Date:12/18/2024

  Type:Sales and Advertising 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.

  Everything Breaks *** will not stop calling me on spoofed numbers to make them appear local. I block every number and have been on the DO NOT CALL registry since my first cellphone in 2004. This is unacceptable.

  

  Business Response

  Date: 01/10/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the inconvenience youve experienced.
  

  We want to assure you that Everything Breaks does not engage in unsolicited outbound calls to random numbers. We only contact individuals who have opted in to receive information regarding our products or services. That said, we understand your frustration and have taken immediate action by removing your number from our system to ensure no further calls are made.
  

  If you believe these calls may be originating from a third party falsely representing our company, we encourage you to share additional details, such as specific numbers or dates of these calls, so we can investigate further.
  

  Once again, we apologize for any distress caused and appreciate your patience.

  Customer Answer

  Date: 01/13/2025

  I have reviewed the business response and accept this resolution. 

  After submitting the complaint all calls ceased. Thank you.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a contract with Everything Breaks contract number. EBTLO112518. I have a claim number C241114X019. Everything Breaks has approved the claim for services done by **** ****** **** ******* of *****, ******* phone number ************. It has been six weeks. The truck has been ready to go for two weeks. Everything Breaks will not release the funds to pay for the repairs, after approving it, they wont let us talk to anybody in the payment department and they tell us everything Breaks processes the payments as they get them but in the meantime, our truck is still sitting there and it went in on November 6 and this is December 16. Every time I call Everything Breaks I am on the phone anywhere on hold from 20 minutes to an hour and 25 minutes with getting no results. The mechanic at the **** dealership service department has made several calls and emails and followed instructions to receive payment for service on my truck with no response. Please help me get my truck back and make them pay for it as thats why I make my monthly payment to them and why I enrolled in Everything Breaks. They need to honor what they agreed to in their contract.

  

  Business Response

  Date: 03/31/2025

  Thank you for the opportunity to respond to the concerns regarding claim number C241114X019, associated with contract number EBTL0112518.
  

  The customer submitted a claim in November 2024 for repairs completed by **** ******* **** ******* of *****, *******. The claim was reviewed and approved in accordance with the terms of the customers contract. Unfortunately, there was a delay in issuing payment due to internal processing issues and a temporary disruption with our corporate payment method. We sincerely apologize for any inconvenience this caused the customer or the repair facility.
  

  Before we could remit payment directly, we were informed that the customer had already paid the repair facility out of pocket. As such, a reimbursement check was issued to the customer in January 2025.
  

  We fulfilled our contractual obligation by issuing reimbursement once we were notified of the customers direct payment. If the customer did not receive the check or needs a reissue, we encourage them to contact our team so we can assist further.
  

  Please note, the contract was cancelled in March 2025 due to non-payment. However, depending on the circumstances, the customer is welcome to contact us to discuss possible reinstatement options.
  

  At this time, we consider the original claim resolved, and we are happy to assist with any remaining concerns.

• Initial Complaint

  Date:12/12/2024

  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.

  Customer since 1/2024 for auto insurance. Claim was initiated on 10/22/24. I was told by the company to send it to a shop for their review of the invoice of repairs. On 11/21 they approved the claim and the work was approved. On 12/4, this repair company was given a copy of the invoice. Within the invoice was the broken up portions, mine and EB. I paid my portion that day. During this almost two month process I havent received any updates, return calls or notices to request my rental car. When speaking to customer service they were rude and unprofessional. They wouldnt allow me to speak to the adjuster of the claim, payment department or any manager for this matter. They stonewalled me only to drag this out and cause more headaches in retrieving my truck back. To date, I still do not have my truck and will be forced to pay $1700 (their portion) and any late fees associated due to their incompetence and lack of commitment. Upon going through this situation, Ive researched and seen many other people falling prey to their scheme.Not sure if this is something can you can pick up further. Today I canceled my monthly subscription with them after failing to produce any type of service for myself, other than furthering false promises down a road to reality.

  

  Business Response

  Date: 03/31/2025

  Thank you for the opportunity to respond to the concerns regarding the customers vehicle repair claim initiated on October 22, 2024.
  

  We acknowledge that during the time this claim was active, our company experienced internal system issues, compounded by a temporary compromise of our corporate payment method. These issues unfortunately impacted the timeliness of several payments, including this claim. We sincerely apologize for the inconvenience and frustration this caused.
  

  The customers repair was approved, and we were actively working to process payment. However, before we could remit funds to the repair facility, we were notified that the customer had already paid the repair facility directly. In accordance with our procedures, a reimbursement check was issued to the customer in January 2025.
  

  The customer later contacted us stating that the check had not been received. As a result, a replacement reimbursement check was issued on February 19, 2025.
  

  It is also important to note that the customer contacted us in March 2025 to formally cancel their contract, at which point their policy was closed.
  

  While we understand the customers dissatisfaction with the delays experienced, the claim was ultimately paid via reimbursement, and we acted promptly once made aware of the missing check. We regret any negative experience with customer service and are actively working to improve communication and support processes.
  

  We consider this matter resolved and appreciate the customers time with us.

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company approved the needed repair on Nov *******. On Dec 6 the approved repair shop has submitted the invoice for the claim to be paid. The invoice to date 12/11/24 has yet to be paid. They have been notified, multiple times via phone call/email and still my car sits there fixed but not yet paid for! My monthly fee is paid in full on time every month! Im absolutely disgusted!! And upset because I can not get my car back until this invoice is paid!

  

  Business Response

  Date: 04/02/2025

  We sincerely apologize for the delay and the frustration this situation has caused. The customer is absolutely right to be upset, and we understand how stressful it is to have a vehicle repaired and ready but not yet released due to payment delays.
  

  To clarify the timeline: the claim was filed on November 25, 2024, with a reported loss date of November 19, 2024, and was authorized on November 26, 2024. The repair facility submitted the invoice on December 6, 2024, and unfortunately, due to internal processing delays, payment was not completed until April 2, 2025.
  

  We take full responsibility for this delay and recognize that it is not acceptable. This is not the level of service we strive to provide, and we have since taken active steps to address the issueincluding a full review of our claims procedures and increased oversight of all open claims to ensure this does not happen again.
  

  We have confirmed that the payment was made directly to the repair facility on April 2, 2025, and the customer should now be able to retrieve their vehicle. Additionally, to make things right, we have offered the customer a complimentary One-Year Maintenance Package (a $500+ value), as well as waiving their April payment entirely, with the next payment not due until April 30, 2025, should they wish to reinstate their coverage.
  

  We are truly sorry for the inconvenience and thank the customer for bringing this to our attention. We value their business and hope to have the opportunity to regain their trust.

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have no idea what is going on as I have never once contacted or used this company for any reason, yet they call me nearly every single day, if not twice a week, from a different phone number. I have blocked probably 10 phone numbers that come back listed as everything breaks, **** I am absolutely SICK and tired of it. Leave me alone!!!

  

  Business Response

  Date: 01/02/2025

  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for the inconvenience youve experienced.
  

  Please know that we do not make any outbound calls unless you have opted in to hear about our products and services. Based on your request, weve gone ahead and removed your contact information from our list, which you had previously opted into. You should no longer receive calls from us.
  

  If you have any further questions or concerns, please don't hesitate to reach out. We're here to help.

  Again, we apologize for any frustration this may have caused, and we appreciate your understanding.