ComplaintsforOwnershield

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  August 19th - I took my vehicle in because the speaker system was not working correctly. They. called Endurance to make sure it was covered once they found out what was causing it. ********* said the Amplifier is covered under my warranty. Endurance sent an inspector and ******* performed the test for him and he was impressed on how good it worked. I picked up my car and the next day waited to hear back.August 20th - My advisor from ******* called me to say that they would not cover it unless they saw it in person. I took my car back to ******* and they disasembled my trunk to video where the amplifier was located and for them to come out and reinspect it in person. I left the car with ******* for them to have the car ready for Endurance.August 21st - ******* received a message that they would not cover it because the inspector from Endurance did not do the report correctly. They admitted that he did not do it correctly. The asked ******* to do the test again, which they recorded and did the report because they did it wrong but they still want to come and see it in person again. So once again I left the car ************ policy includes car rental which I have yet to receive and having to fend for myself. I bought their top policy which is good until 2027 or reach ******* miles. I only have over ****** miles.Please assist me if at all possibly. There number is ************ Thank you kindly,**** ******

  Business response

  08/27/2024

  ********* is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims. 
  
  Please forward this complaint to Smart AutoCare:
  
  Smart AutoCare (***********************************************************************************************************************************************************)

  Customer response

  08/29/2024

  Hello BBB,

  This is the message that my mechanic received finally on August 29th. This process started 2 weeks ago after multiple attempts of me bringing the car in and my mechanic having to do multiple steps due to there errors. My policy is supposed the cover the entire bill after my $100 deductible and they are not covering $2,600 of this repair.

  Please read below my mechanics communication with them to me.

  Thank you kindly, ****

   

  Hey ***** - so I was able to FINALLY get someone on the phone that was helpful and found the videos and pushed the claim through. but of course they arent paying the full amount. the authorized $3054.35 toward the total. Which leaves you balance for you of $2633.99

  Customer response

  08/30/2024

  Hello BBB,

  Today I spoke with my mechanic at ******* and he informed me that they want to replace the part with either a used or refurbished part. My mechanic does not install used parts because of the guarantee. They only do new parts and theyre not covering enough to buy the new part, the full labor cost, install and program it. This was from his message on 8/30/24.

  They are supposed to replace minus my deductible of $100.

  Thank you, ****

  Business response

  08/30/2024

  We are in receipt of BBB Complaint Case 22177898.
  
  As the correct administrator is Ownershield, Inc. can the complaint please be readdressed from NSE to OSI?
  
  Thank you, 
  ******* ******
  Compliance & Customer Advocacy Manager
  
     
  

  
  

  Business response

  09/11/2024

   

  Ownershield, Inc. (OSI) is in receipt of BBB Complaint ID ******** and provide the following information.

  On August 8, 2024 a claim was initiated by the servicing repair facility for the following concerns:
  

  1. Customer states when talking on the bluetooth radio seems like the speakers are "tinny". Technician found mid range speakers are not working and led to amplifier not working ; good power and ground ; found internal short.

  OSI advised that an independent third party inspection of the vehicle would be required to determine coverage under the Agreement as per SECTION THREE BREAKDOWN COVERAGE; B. IN CASE OF BREAKDOWN; (6) You must authorize any charge(s) necessary to determine cause of failure. This includes necessary diagnostic and tear down charges. If it is determined that the failure does not constitute a Breakdown under the terms of this Agreement, You must pay for all diagnostic, tear down and repair charges.  And; (7) You must cooperate in Our investigation of any breakdown. You must allow Us to inspect Your Vehicle if We ask to do so. We have no obligation to inspect Your Vehicle or to certify its condition before or after covered repairs are completed.

  On August 19, 2024 OSI received the independent third party inspection report which found that further teardown of the sound system would be required to check for possible water contamination.

  Upon review of the report, OSI advised the repair facility that teardown would be required, and instructed to upload the pictures and video via email to the claims adjuster.

  On August 29, 2024 OSI received the photos and video of the damage and determined that the failure is eligible under the terms and conditions of the Agreement.

  On August 29, 2024 OSI authorized the replacement of the Amplifier in accordance with the terms and conditions of the Agreement under SECTION THREE BREAKDOWN COVERAGE; A. BREAKDOWN COVERAGE.

  OSI will issue payment to the repair facility for all authorized repairs upon receipt of the final repair order.

  Please contact our office if you have any questions,

   

  Customer response

  09/22/2024

  Hello BBB,
  
  I called and spoke with a representative at Endurance who gave me a list of their authorised repair shops.
  The first shopt (listed below) that I called said that they will not work with Endurance anymore because of their reputation.
  
       Solo Motorsports - *******
       *******************, *******, GA 
  
  
  The second shop that I called (listed below) said that they cannot do the job because the amount Endurance paying does not cover even the cost of the part.  They also indicated that they do not use used or refurbished parts.  Rather they use only genuine *** parts due to the warranty or guarantee of the product.  

       Eurofed Automotive - Midtown
       *******************, *******, GA (7.24 mi)

  
  My regular mechanic (******* Automotive), who is also an authorized *** repair shop, said the exact same thing as Eurofed Automotive.
  
  I have done everything that has been asked of me, and ******* has documented everything they have asked with videos and has even met with the inspector.  I am still out of money for this and nothing has been accomplished.
  The mechanic said that if its covered with an actual *** part then they will back up the repair with their own warranty afterwards but not a second-hand, refurbished, or non-authorised *** part from the dealership.
  
  Please inform as to what needs to be done next.
  
  
  Regards,
  **** ******

  40**********

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

   

  Business response

  09/24/2024

   

  Ownershield, Inc. is in receipt of the message received regarding BBB Complaint ID ********.

  As previously responded, OSI authorized the replacement of the Amplifier in accordance with the terms and conditions of the Agreement under SECTION THREE BREAKDOWN COVERAGE; A. BREAKDOWN COVERAGE. on August 29, 2024.

  As of todays date of response, September 24, 2024, OSI has not received the final repair invoice from the repair facility.

  If the customer chooses to have the Vehicle serviced by a different repair facility, the prior authorization would be removed, and a new claim must be initiated by the new repair facility.

  If the authorized repair facility completes the authorized repairs, OSI will issue payment to the repair facility upon receipt of the final repair order.

  Please contact our office if you have any questions,
  

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2013 For Explorer for which I purchased a premium plus warranty June 1st 2024. I have maintained this car to the highest standards and have all receipts to back it up. I have never had any problems out of this car until 2 weeks ago when the rack and pinion went out, There was no steering whatsoever. No where or was I told I had to drive 1000 miles in addition to the 30 days. All their advertising says 30 days, I also found 2 places on the internet that says 30 days or 1000 miles. I took it to the shop only to find out I was 120 miles short of a 1000 so it was preexisting. Are they kidding I did not drive around with no steering, The first ****** I talked to informed me yes it was preexisting, and endurance would not cover it no matter what. They then sent it to resolutions where I spoke to ********. She was very rude and said no way no how. She then says to send her the estimate and she would see what she could do. I sent her the estimate from a shop Endurance recommends. She proceeded to tell me they would do nothing, to go buy after-market part and have that put on. She then went through the estimate telling me it was too expensive; the car didn't need the parts ect. Just go find a shop and do aftermarket parts, We are talking about the steering and 120 miles. I am very angry; I am 65 years old on a fixed income which is why I got this warranty to the tune of $168.00 a month. Her final shot was I will refund all your money if you want, insinuating once again the steering was preexisting. Apparently, she knows nothing about cars o

  Business response

  08/22/2024

  ********* is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims. 
  
  Please forward this complaint to Smart AutoCare:
  
  Smart AutoCare (***********************************************************************************************************************************************************)

  Business response

  09/16/2024

  We are in receipt of the 2nd notice for BBB Complaint ID ********,
  
  As the correct administrator is Ownershield, Inc., please readdress the complaint so that we can provide a response.
  
  Thank you, 
  
  ******* ******
  Compliance & Customer Advocacy Manager
  
     

  Business response

  09/26/2024

   

  Ownershield, Inc.(OSI) the administrator of the *************** Agreement is in receipt of BBB Complaint ID ******** and provide the following information.

  On June 3, 2024 the customer purchased the Agreement with an odometer reading of 133,985.

  On August 5, 2024 the servicing repair facility contacted OSI to initiate a claim for the following concern to the vehicle with an odometer reading of 134,850.

  1. Customer states steering is not working, extremely hard to turn. Found rack and pinion electrical system, internal failure, no leaks, no response to computer.

  The Agreement is subject to a validation period of 30 days and ******** miles.

  Validation Period is defined in the Agreement as:  VALIDATION PERIOD This Agreement is subject to a Validation Period of time and mileage which begins on the date (as listed on the Schedule Page) that You purchased this Agreement and at Your Vehicle's odometer reading (as listed on the Schedule Page) on that date. There is no Coverage during the Validation Period. Coverage begins upon the expiration of the Validation Period. The Validation Period
  expires when the time and mileage of Your Validation Period as listed on the Schedule Page has elapsed.

  As the failure to the rack and pinion had occurred prior to the expiration of the validation period, no coverage can be provided under the agreement.

  On September 24, 2024 the Agreement was cancelled, and a refund was provided to the payment plan provider as per the terms and conditions of the Agreement.

  With cancellation and refund of the Agreement, OSI considers this matter to be resolved.

  Please contact our office if you have any questions,

   

   

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car has been in at the mechanic for a month I called Endurance the day before I took it there and they say they have no 3rd party companies but now we are on the 4th party company. A month my car is out my hands and they can't explain why. No it's in Smart autos hands and I don't know who they are. Mechanic will say the same ************ .

  Business response

  08/21/2024

  ********* is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.  
  
  Please forward this complaint to Smart AutoCare 
  
  Smart AutoCare (***********************************************************************************************************************************************************) 
  

  Business response

  09/16/2024

  Just following up on BBB Complaint ID ******** as I received a new notice today.
  
  Please readdress the complaint from *** to OSI so that I may respond to the complaint under the correct administrator 
  
  Please let me know if you have any questions,
  
  Thank you, 

  Business response

  09/26/2024

   

  Ownershield, Inc. (OSI) the administrator of the *************** Agreement is in receipt of BBB Complaint ID and provide the following informaiton.

  On August 1, 2024 OSI received a call from the servicing repair facility to initiate a claim for the following concerns to the customers vehicle:

  1. Customer states transmission acting up and shudder. Found internal transmission failure.

  OSI advised that the vehicle will need to be inspected to determine coverage under the Agreement as stated under SECTION THREE BREAKDOWN COVERAGE; B. IN CASE OF BREAKDOWN; (6) You must authorize any charge(s) necessary to determine cause of failure. This includes necessary diagnostic and tear down charges. If it is determined that the failure does not constitute a Breakdown under the terms of this Agreement, You must pay for all diagnostic, tear down and repair charges.  And; (7) You must cooperate in Our investigation of any breakdown. You must allow Us to inspect Your Vehicle if We ask to do so. We have no obligation to
  inspect Your Vehicle or to certify its condition before or after covered repairs are completed.

  On August 21, 2024 OSI received the inspection report and upon review, authorized the claim in accordance with the terms and conditions of the Agreement.

  On September 23, 2024 OSI received the final repair order from the servicing repair facility and promptly issued payment for authorized repairs.

  With payment for authorized repairs, OSI considers this matter to be resolved.

  Please contact our office if you have any questions,

   

   

   

• Initial Complaint

  08/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company canceled my contract due unverified mileage at time of purchase they had correct mileage even offered to send pictures of odometer, they said not necessary 4 weeks ago had engine problems and they said to take it to the dealership did as they asked provided them with oil change receipt and they denied my claim. This has happened to lots of people, they advertise that they cover repairs, in which they don't. They confide in a third company to due their claims, this company does numerous other car warranty in which people including myself say that smart auto care priority is to deny claims, there must be a way to stop these company from taking tax payers money

  Business response

  08/20/2024

  ********* is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.  
  
  Please forward this complaint to Smart AutoCare 
  
  Smart AutoCare (***********************************************************************************************************************************************************) 

  Business response

  08/28/2024

  Good Afternoon Hannah,
  
  National Security Exchange is in receipt of BBB Complaint ID ********.
  
  As the correct adminisitrator is Ownershield, Inc. can you please readdress the complaint from NSE to OSI?
  
  Thank you, 
  
  ******* ******
  Compliance & Customer Advocacy Manager
  
     
  

  
  

  Business response

  09/10/2024

   

  Ownershield, Inc. (OSI) the administrator of the vehicle service agreement (Agreement) is in receipt of BBB Complaint ID ******** and provide the following information.

  On June 6, 2024 the customer purchased the Agreement through the Seller.  

  On July 24, 2024 the servicing repair facility called OSI to initiate a claim under the Agreement for the following concerns:

  1. Customer states loud clunk when driving, then would only allow to go 30 mph, then would not move.  Found Engine locked up internally.

  OSI established the claim and during the claim process could not verify this vehicle's start mileage. As per the following note:

   The maintenance documents provided by the customer could not be verified, making it ineligible for coverage. This contract will be canceled, and Seller has been notified.

  The Agreement was cancelled effective June 6, 2024 and a refund was provided on August 15, 2024.

  With the cancellation and refund of the Agreement, Ownershield, Inc. considers this matter to be closed. 

  Please contact our office if you have any questions,

  Customer response

  09/11/2024

  I am rejecting this response because:   they are not truthful in their information.  I informed them the mileage upon purchasing this contract,  I went even further and I advised them if they wanted a picture of the odometer they responded that it was not necessary,  and now when I had a problem with my vehicle they denied claim based on they couldn't verify mileage at the time of purchasing contract. This is a tactics they to refuse to pay on claim , they are numerous people who they have denied claim based on this. They have lots of negative reviews based on they refused claim based on that they couldn't verify mileage 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for the top-tier diamond exclusionary plan through Endurance car warranty beginning in November 2022. My car engine went and needed to be replaced on June 5, 2024. The Service guy at ********** ******* in ********* CT tried unsuccessfully for weeks to try to get through to this company for some kind of resolution for me. Ultimately, the claim was referred to smart auto care through Endurance. They wanted me, paying warranty customer, to spend approximately $2000 for an engine tear down to see who spilt it was before they would even consider helping me with my claim. I got absolutely nowhere and have spent $130 a month for absolutely nothing. They also make it impossible for people to cancel policies cancel payments. They honestly feel like a scam company, and I am tired. They need to be reported.

  Business response

  08/20/2024

  ********* is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.  
  
  Please forward this complaint to Smart AutoCare 
  
  Smart AutoCare (***********************************************************************************************************************************************************) 

  Business response

  08/28/2024

  Good Afternoon Hannah,
  
  National Security Exchange is in receipt of BBB Complaint ID ********.
  
  As the correct adminisitrator is Ownershield, Inc. can you please readdress the complaint from NSE to OSI?
  
  Thank you, 
  
  ******* ******
  Compliance & Customer Advocacy Manager
  
     
  

  
  

  Business response

  09/10/2024

   

  Ownershield, Inc. (OSI) is in receipt of BBB Complaint ID ******** and provide the following information.

  On July 18, 2024 the servicing repair facility contacted OSI to initiate a claim on the customers vehicle for the following concern:

   1. Customer states engine runs rough, CEL, not holding oil and ***** through, camshaft was replaced at another facility and still runs rough. Found Codes p0341.  tsb ******* cam bridge and timing chains. check valve intake and exhaust spool valve. perform oil consumption test

  The customer and repair facility were advised that the vehicle must be torn down to the point of failure to determine coverage under the Agreement as stated under SECTION THREE BREAKDOWN COVERAGE; B. IN CASE OF BREAKDOWN; (6) You must authorize any charge(s) necessary to determine cause of failure. This includes necessary diagnostic and tear down charges. If it is determined that the failure does not constitute a Breakdown under the terms of this Agreement, You must pay for all diagnostic, tear down and repair charges.  And; (7) You must cooperate in Our investigation of any breakdown. You must allow Us to inspect Your Vehicle if We ask to do so.

  On July 31, 2024 OSI had a three-way call between Us, the repair facility, and the customer in which the following note was recorded:

  Customer and shop called on 3way
  I went over teardown and exclusions
  Customer is concerned the repairs wont be covered due to possible carbon being the cause of failure
  The customer is going to speak to the shop some more about options
  I provided email so that they can inform us when teardown has been completed

  On August 22, 2024 OSI was notified by the payment plan provider that the agreement is cancelled effective August 19, 2024.

  A pro rata refund was issued to the payment plan provider on August 26, 2024.

  With the cancellation and pro rata refund of the Agreement, Ownershield, Inc. considers this matter to be closed.

  Please contact our office if you have any questions,

   

  Customer response

  09/10/2024

  I am rejecting this response because:   ************ does not care about its paying customers.   They did not state fax in their notes, which is it took my service department guy almost 3 weeks to be able to reach a live person from their company to even begin the process of figuring out what I was entitled to under their top exclusionary plan. It took over three weeks to get a live person and even then to find out that I was paying $130 a month for nothing  is very misleading and its a scam. I do not accept it. They did not have a car for months at this point. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I canceled my warranty with endurance and I was told that I would receive a refund. I have two emails that I would be refunded ****** .The dates for the emails were 7/15/2024 and 7/31/2024 . I have contacted the customer service office and were told that the check was mailed out. I need my refund

  Business response

  08/19/2024

  
  Endurance is simply the selling agent for this contract. The administrator is Smart ********** This means that Smart ********* is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.  
  
  Please forward this complaint to Smart ********* 
  
  Smart ********* (***********************************************************************************************************************************************************) 

  Business response

  08/28/2024

  Good Afternoon Hannah,
  
  National Security Exchange is in receipt of BBB Complaint ID ********.
  
  As the correct adminisitrator is Ownershield, Inc. can you please readdress the complaint from NSE to OSI?
  
  Thank you, 
  
  ******* ******
  Compliance & Customer Advocacy Manager
  
     
  

  
  

  Business response

  09/10/2024

   

  Ownershield, Inc. (OSI) is in receipt of BBB Complaint ID ******** and provide the following information.

  On May 29, 2024 OSI received notice of cancellation of the Agreement.

  On June 4, 2024 OSI processed the cancellation with the cancellation effective date of May 23, 2024

  As per the Agreement under E. CANCELLATION; 5. All refunds will be issued through the Seller from whom the Agreement was purchased.

  The customer will need to follow up with the seller to obtain the status of the cancellation refund.

  Please contact our office if you have any questions,

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle has been in my service garage going over there weeks. My mechanic and I have been calling these people. The adjuster even requested that the mechanic to send them an email to expropriate my claim. That was over two weeks ago. He keeps calling and they never get back to him. Im having the same issue. Keep getting promised they are going to expropriate it today. That was two weeks ago and three days ago and yesterday. GuaranteeingI will get a phone call that day. Never heard back. I told them I need the vehicle because of my health. I have an older vehicle with no AC. Because of my treatments I cant handle the heat and its been in the high 100s. I get sick and pass out. They even took out last months monthly payment and I have another one coming up in a few days. Im a retired **** and ***************** Advisor. In the shops it took only hours to get the approval and start working on the car. This is a legit claim. I have been paying for this auto warranty a year this coming November. I have spent many hours on the phone and keep getting promised that they will be calling. In their own words. We guarantee that the adjuster will call me in two minutes. That was last week and every other day a promise that it will be expedited today and it never is. I have to find friends to get me to my doctors appointments because they are not doing what they advertised and still advertise every day on TV. I believe after three weeks I have a legit complaint and so does the mechanic. They are running a scam or false advertising and still taking money from me. The mechanic and I are on tied of the run around. They know Im elderly and disabled and still will not step up to the plate. Like I said. When I was a service advisor it my take a few hours. Now I find out I have been entitled to a rental. That also never happened. Im disabled and on limited income and in bad health. I have had five surgeries so far this year and have three or more needing done. What else can I do

  Business response

  08/16/2024

  ********* is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.   
  
  Please forward this complaint to Smart AutoCare  
   (***********************************************************************************************************************************************************) 

  Business response

  08/27/2024

  Good Evening Hannah,
  
  As the correct administrator is Ownershield, Inc. , can you please readdress complaint ******** from NSE to OSI?
  
  Thank you, 
  
  ******* ******
  Compliance & Customer Advocacy Manager
  
     
  

  
  

  Customer response

  09/05/2024

  I called the Prescott AZ branch over a week ago because I cannot open up the latest information and I never heard back. Im now in my third month waiting for my vehicle to be repaired. Now today. After three months they are not going to cover the repairs. They lied to me today saying they didnt authorized the timing cover to be removed. My mechanic has written documents proving that they had told him to open it. They authorize them but now they want me to pay to put it back altogether as close to $1800 that should be covered under any type of extended warranty are used to be a service advisor. This was always covered and we do not tell someone to open something and not pay for it to be put back together and put it on the customer but they keep taking my monthly payment out, but not giving me the services, I still need your help. Im not getting help from anybody yet. They keep advertising and ripping people off. Im not the only one theyre ripping off. Why cant we get help? This is not right for us who are disabled and elderly our money is important thats why we have these warranties if they are s******* with us they are ripping us off and nothing is being done every time I see this commercial with ****** ******* on and , its all false advertising. Why is this being allowed on TV? I do not understand it. Please let me know whats going on with this case. I need help from somebody. Im disabled. I need a vehicle. Please help me. Complaint #********

  Business response

  09/09/2024

   

  Ownershield, Inc. (OSI) is in receipt of BBB Complaint ID ********, and provide the following information.

  On July 24, 2024 a claim was initiated by the servicing repair facility for the following concerns:

  1. Customer states check engine light on and runs rough. Found codes, cam sensor failure ... car critically low on oil ... found both vvt solenoids leaking oil.

  2.  tech found oil leaking from oil pan

  3. Customer states check engine light on and runs rough. Found - when the pan was dropped to replace oil pan gasket, found pieces of plastic from the chain guides.

  As per the Agreement, under SECTION THREE BREAKDOWN COVERAGE; B. IN CASE OF BREAKDOWN; (6) You must authorize any charge(s) necessary to determine cause of failure. This includes necessary diagnostic and tear down charges. If it is determined that the failure does not constitute a Breakdown under the terms of this Agreement, You must pay for all diagnostic, tear down and repair charges.  And; (7) You must cooperate in Our investigation of any breakdown. You must allow Us to inspect Your Vehicle if We ask to do so.

   An independent third party inspection of the Vehicle was ordered on August 27, 2024.

  On August 29, 2024, OSI received the independent inspection report which stated:

  Inspection Summary:
  No failure demonstrated.
  
  Inspector's notes:
  Inspector verified there were pieces of plastic presented, that were consistent with timing chain guides. The guides and chain were in good condition, and appeared to be newer.
  
  Inspection Review:
  It appears the timing chain guides were replaced at some point and the debris is the pan is from that previous failure. There are no failed components at this time.

  As no coverable failure is present within the engine, the claim is non compensable.

  Please contact our office if you have any questions,

   

   

   

  Customer response

  09/09/2024

  They authorized the timing cover to be removed. Now they want me to pay to have it replaced. I did not authorize it and I should not have to pay over $1,800.00 to put it back together. That is more than I make a month with Social Security. The mechanic will testify that they authorized the removal of the timing cover and I should not have to pay for something I did authorize 

  Customer response

  09/11/2024

  I am rejecting this response because:   They authorized the timing cover to be removed. Now they want me to pay to have it replaced. I did not authorize it and I should not have to pay over $1,800.00 to put it back together. That is more than I make a month with Social Security. The mechanic will testify that they authorized the removal of the timing cover and I should not have to pay for something I did authorize
  

  Customer response

  09/12/2024

  Because I contacted you and the Arizona State Attorney they are not going to do anything and want me to send something to their legal team post office box. They will not tell me what to do or what I need to send. But they keep taking money out of my account. Im in my third month of this. The garage owner and service advisor was told to open up my timing chain cover. I was to give this Authorization. I was not given a chance they override the contract and did it without my permission and now they want me to pay over $1800.00 dollars for something I didnt authorize. For three months they never contacted me. I keep calling and get processed that I would get a call back. Now they are passing on the contact. It says Endurance on the warranty. I am on limited income and disabled and now I dont have a vehicle. Yet they keep advertising on TV how this should be covered. They keep changing the name of the person who hold my contract. They are still taking money out of my account . This company is fraudulent and needs to be stopped and I need help from someone 

  Business response

  09/20/2024

   

  Ownershield, Inc. is in receipt of the customer rejection notice regarding ******************** Complaint ID ********.

  As per the Agreement, under SECTION THREE BREAKDOWN COVERAGE; B. IN CASE OF BREAKDOWN; (6) You must authorize any charge(s) necessary to determine cause of failure. This includes necessary diagnostic and tear down charges. If it is determined that the failure does not constitute a Breakdown under the terms of this Agreement, You must pay for all diagnostic, tear down and repair charges.

  The customer is responsible for any diagnostic and teardown as stated.

  Please contact our office if you have any questions,

   

  Customer response

  09/26/2024

  I ended up having to contact legal aid because they refused to talk to me over the phone because I contacted you and the Arizona State Attorney. They said that makes it a legal case now. What else was I to do. Over three months with my vehicle and they NEVER CONTACTED ME ONCE. They also keep lying that they want to work it out and that they left me a number of voicemails. They never called or even left one voicemail. They just keep lying and yet advertising on TV and ripping more more people off I just dont understand how this can happen

  Customer response

  10/01/2024

  I am rejecting this response because:   I ended up having to contact legal aid because they refused to talk to me over the phone because I contacted you and the Arizona State Attorney. They said that makes it a legal case now. What else was I to do. Over three months with my vehicle and they NEVER CONTACTED ME ONCE. They also keep lying that they want to work it out and that they left me a number of voicemails. They never called or even left one voicemail. They just keep lying and yet advertising on TV and ripping more more people off I just dont understand how this can happen

• Initial Complaint

  08/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On February 8th, 2024 I purchased this extended warranty for about $2900 when I purchased my car and they arent honoring their services. I need a new engine in my car and they are refusing to pay for it. My vehicle has been in the shop for over 2 weeks now and nothing has been done, no one has reached out from Smart Auto and they have not contacted the ***** dealership where my vehicle is located to resolve the issue. I am requesting a full refund! This is the second time that they have denied services for a similar issue. ***** has reached out to Smart Auto in regards to my engine being replaced and they have not contacted them! Nor has *** or anyone there contacted me about this issue! As a matter of fact *** has been avoiding my emails and phone calls! I don't understand how they are still in business with so many complaints. This place is a scam!!

  Business response

  08/16/2024

   

  Ownershield, Inc. (OSI) is in receipt of BBB Complaint ID ********.

  We are unable to locate an agreement number or claim number based on the information provided in the customer section of the complaint.

  Please provide an agreement number, VIN number, and or claim number so that we may research and provide a response.

  Thank you, 

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Greetings,I bought this contract through Endurance who is contracted with Smart Auto My disturbances started the early part of July and it's still an ongoing process. My truck was leaking excess amount of oil, a diagnostic test, oil consumption and all of this lead to contacting Smart Auto to put in a claim. ***************** and myself have been trying to communicate with Smart Auto to get this whole ordeal resolved in fashionable time . ******* took pictures and sent to smart auto and ***** (?) stated that the pictures was unclear this lead to the breakdown of the motor which they request in order for them to approve of the claim. ******* call me to inform me that smart auto need me to approve the breakdown, so with all the information and tests that was performed before ******* contacted smart auto I agreed because the dots connected to where something is wrong with the engine. THESE ARE THE OPTIONS THAT WAS NOT GIVEN TO ME BEFORE THE BREAKDOWN OF THE ***** 1. Options- Their flat service rate 2. I can take my vehicle to one of their repair shop I was informed of these options after the breakdown of the motor, after numerous calls from myself, ******* and Endurance/voicemail, 25 days into July a man name ***** from smart auto contact me and left me a voice mail stating: He cannot get in contact with ******* to send an inspector out there. I returned the call and left a voicemail stating that he do not need an appointment at this stage of the claim he can just go out there.( another tactic of procrastinating).Finally, at the beginning of Aug. a inspector came out to inspect the vehicle and informed ******* that it was a broken valve and once the inspector reported this information to ***** and he decided that it was something else that lead up to the broken valve and the fact remain it still a broken valve.Thanks for all you do and I will be waiting on a call from you

  Business response

  08/08/2024

  Endurance is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.  
  
  Please forward this complaint to Smart AutoCare 
  
  Smart AutoCare (***********************************************************************************************************************************************************) 
  

  Business response

  08/08/2024

  Good ****************,
  National Security Exchange is in receipt of BBB Complaint ID ********.
  As the correct administrator is Ownershield, Inc. can the complaint please be readdressed from NSE to OSI?
  Please let me know if you have any questions, 
  
  ***************************
  Compliance & Customer Advocacy Manager
  

  
  

  Business response

  08/16/2024

   

  Ownershield, Inc. (OSI) is in receipt of BBB Complaint ID ******** and provide the following information.

  On July 5, 2024 a claim was initiated by the servicing repair facility for the following concern:

  1. Customer states rough start and engine knocking. Check Engine Light on. Found cyl 3 broken valve and cyl #3 wall scoring.

  OSI ordered an independent third party inspection of the Vehicle as per the Agreement under SECTION THREE BREAKDOWN COVERAGE; B. IN CASE OF BREAKDOWN; 

  (6) You must authorize any charge(s) necessary to determine cause of failure. This includes necessary diagnostic and tear down charges. If it is determined that the failure does not constitute a Breakdown under the terms of this Agreement, You must pay for all diagnostic, tear down and repair charges.  And;  (7) You must cooperate in Our investigation of any breakdown. You must allow Us to inspect Your Vehicle if We ask to do so.

  OSI received the independent third party inspection report on August 6, 2024 and upon review found carbon buildup on the exhaust valve caused the valve to stick open, resulting in a burnt valve.

  As per the Agreement under F. WHAT IS NOT COVERED; F.3. CONDITIONS NOT COVERED: This Agreement does NOT provide coverage under any of the following circumstances/conditions: (j) A breakdown resulting from carbon.

  As the failure is specifically excluded under the Agreement, the claim is non compensable under F; F.3; Letter j. 

  Please contact our office if you have any questions,

   

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My van stopped working in April of 2024. Called the warranty company and was sent to their website* to find mechanics that accept the warranty. Took it to one, found out it needed an engine replacement. **************** sends out an adjuster. Its an engine problem, but it needs to be broken down. The warranty's recommended mechanic couldn't break down the engine more than they did. So, towed it to another mechanic. **** from the warranty company said he needed proof. The mechanic sent it. **** never got it. This **** and forth continues for two weeks. (May 2024)June 2024 comes around and its not enough proof. Engine needs to be broken down further before **** can send someone from this warranty company to look at it. Mechanic breaks it down more and sends pictures. Didn't get them. I finally ask the mechanic to also forward the messages to me. (July) Now the warranty company, got them, but they aren't not good enough, needs more proof.It is now August 2024. The mechanic cannot break down the engine any further. **** didn't get the pictures again. I have **self added to the email again and the pictures arrive. An adjuster is sent. The mechanic gives me a call. Finally, I will get ** van **** after it being in the shop since April!Sure, if I want to cover $4030 of the cost! What gives? This "warranty" company only wants to cover 63% of the total, sticking me with the rest. I contact **** and am told that they take the averages of all the local shops, and "**" mechanic's rates are far too high. My mechanic? This was recommended! *******, I asked what he was looking at to get these numbers. He was getting the numbers off the SAME WEBSITE I was told earlier. So the recommended mechanic cost MORE what they'd pay for a mechanic. Now, I have to eat 5g just to have a working vehicle again. And to add insult to injury, I will only get rental car coverage for only the ENGINE working hours...not for the months spent tearing down and the **** and forth.

  Business response

  08/16/2024

   

  Ownershield, Inc. (OSI) is in receipt of BBB Complaint ID ******** and provide the following information.

  On April 17, 2024 a claim was initiated by a repair facility for the following concern:

  1.Customer states vehicle will crank but not start. Tech found no dtcs; Compression present #1 50psi #3&4 at 70psi verified good spark. Spec for compression 150psi; vehicle is fully assembled still as this time

  OSI advised the repair facility that a full tear down of the engine will be required, and OSI will order an third party independent inspector as per the Agreement under B. HOW TO FILE A CLAIM; (6) You must authorize any charge(s) necessary to determine cause of failure. This includes necessary diagnostic and tear down charges. If it is determined that the failure does not constitute a Breakdown under the terms of this Agreement, You must pay for all
  diagnostic, tear down and repair charges.  And; (7) You must cooperate in Our investigation of any Breakdown. You must allow Us to inspect Your Vehicle if We ask to do so.

  On May 10, 2024 OSI spoke to the customer whom advised that they will be moving the vehicle to a new repair facility as per the following note:

  05/10/2024 11:45 AM: Customer states his vehicle has not been touched by repair facility and is unhappy. Asked about other options to have vehicle moved to.

  On May 21, 2024 the new repair facility called to initiate a claim for the following concern to the customer vehicle;

  1. Customer states vehicle cranks but will not start. Found the timing has jumped time, is an interference motor no compression.

  OSI advised the repair facility that a full tear down of the engine will be required, and OSI will order an third party independent inspector as per the Agreement under B. HOW TO FILE A CLAIM; (6) You must authorize any charge(s) necessary to determine cause of failure. This includes necessary diagnostic and tear down charges. If it is determined that the failure does not constitute a Breakdown under the terms of this Agreement, You must pay for all
  diagnostic, tear down and repair charges.  And; (7) You must cooperate in Our investigation of any Breakdown. You must allow Us to inspect Your Vehicle if We ask to do so.

  Upon confirmation of tear down from the repair facility on August 5, 2024, OSI ordered an independent third party inspection.

  OSI received the independent third party inspection report on August 7, 2024 and upon review issued authorization on August 8, 2024 for the replacement of the engine in accordance with the terms and conditions of the Agreement under A. BREAKDOWN COVERAGE: At the sole discretion of the Administrator, We will repair, replace, or have repaired or replaced any Covered Part which experiences a Breakdown. In case of Breakdown You must follow the procedures in SUBSECTION B, HOW TO FILE A CLAIM. At the sole discretion of the Administrator, We will reimburse You or Your Repair Facility for preauthorized expenses incurred, less the Deductible (if applicable) for the repair or replacement of a Covered Part. At the sole discretion of the Administrator, We will pay up to the manufacturers suggested retail price for a part. Replacement may be made with new, remanufactured or used parts, which are of a like kind and quality comparable with the original design specifications and wear tolerances of Your Vehicle. At the sole discretion of the Administrator, We will pay up to the Repair Facilitys published hourly labor rate multiplied by the appropriate operation time as published in a national labor rate time guide.

  As of the date of response (August 16, 2024) OSI has not received the final repair order from the repair facility.

  Upon completion of repairs, and receipt of the final repair order, OSI will promptly issue payment for all authorized repairs.

  Please contact our office if you have any questions, 

   

*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. ↩