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:02/13/2025

  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.

  **** denied to pay for an engine for my 2019 F150. Apex gave me three different and false reasons why they would not pay for my engine. I requested a denial letter (any documentation) stating the REAL reason for their denial. Apex Manager refused to provide a denial letter - very sketchy!Im out $12K

  

  Business Response

  Date: 02/13/2025

  Per your contract:

  Page 1: "YOUR RESPONSIBILITIES - IN ORDER TO KEEP THIS SERVICE CONTRACT VALID, You must service and maintain Your Vehicle as recommended
  by the Manufacturer within 30 days or ***** miles of the schedule recommended by the Manufacturer. Verifiable receipts and work orders from a licensed
  repair facility showing date(s), mileage and the service(s) performed must be kept and may be required to establish coverage."

   

  In the Your Responsibilities Section on page 2:

  "In order for You to receive benefits under the terms of this Service Contract, You are required to maintain Your Vehicle according to the manufacturers recommended service schedule, as shown in Your Vehicles owners manual.
  The manufacturers recommended service schedule for Your Vehicle will be considered the maximum allowable interval (within ***** miles or 30 days of interval) between the maintenance services required by this Contract. (If there is no written maintenance schedule for oil changes for Your Vehicle, the maximum allowable interval between oil changes must not exceed ***** miles.) You must keep verifiable, licensed/accredited repair facility receipts and work orders indicating the date, mileage and required service performed. If You perform the required service Yourself, You must maintain a contemporaneous maintenance log and keep all receipts for parts. Failure to have required maintenance performed and/or failure to provide verifiable receipts when requested will result in denial of coverage."

   

  Handwritten, non-sequential numbered receipts are not "verifiable".  Can you provide credit card receipts/transaction history to corroborate the service was performed on the dates provided that equal the amount shown?

   

  Otherwise, we have to follow the language of the contract and your claim will remain denied. 

  Customer Answer

  Date: 02/13/2025

  Complaint: 22938632
  
  I am rejecting this response because:
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an APEX Protection Plan Debt Waiver Amendment for my 2017 ****** Maxima from APEX on 6/11/2022. My vehicle was totaled by **** in late June 2024 and I submitted a claim on 11/18/2024 due to severe damage incurred in my home from Hurricane *****. Upon submitting the claim online, the information form stated I had to submit all documents within 90 days from the date of the loss. This information is not stated on any documents I signed when purchasing the APEX Protection Plan Debt Waiver Amendment. This information only shows when someone attempts to file a claim. The claim has not been processed and I assumed denied due to this. I am requesting APEX honor the Debt Waiver Amendment and process my claim and amend its documents customers sign to insure they are aware of this requirement.

  

  Business Response

  Date: 02/06/2025

  I am sorry, but there are some discrepancies in your complaint:

  1. The paperwork submitted shows the accident occurred on 4/7/2024 not in "late June"; 2 months prior to hurricane *****.

  2. The claim was opened on 6/4/2024 when we received documentation from your lienholder, ****************; not 11/18/2024.

  3. All required files were received except the Police Report which TXDOT shows is available (which was communicated to the lienholder on multiple occasions)

  4. The contract clearly states: 

  "IX. NOTICE OF LOSS FAILURE TO COMPLY WITH THIS SECTION WILL RESULT IN YOUR CLAIM BEING DENIED
  You must send the following documentation to the Administrator within ninety (90) days of the event causing Total Loss or within ninety (90) days after the date the Dealer/Lienholder applies the Insurance Proceeds against the Outstanding Balance, whichever happens later:

  (1) A copy of the ***************** settlement showing all additions, deductions from the settlement amount, the valuation report, a copy of the ***************** company check and the entire police report. If You do not have *****************, include a copy of the police theft, accident or damage report identifying the Vehicle including the Vehicle Identification Number (VIN), and in the case of accident or damage, You must obtain and send Us a body shop damage estimate;
  (2) A copy of this Debt Waiver Contract Amendment;
  (3) A copy of the entire Contract, (front and back) showing the name and address of the Dealer/Lienholder and Your account number with the Dealer/Lienholder;
  (4) If applicable, a complete copy of any ***************** coverage including the Declarations page listing the insurance deductible and the agent information;
  (5) Your Contract payment history showing all payments, any late charges or fees and the Contract pay-off balance as of the Date of Loss as calculated by the Dealer/Lienholder;
  (6) Copies of any refunded amounts or the agreements/contracts for such amounts as may be due You for any financed taxes, insurance and mechanical repair contracts or other similar products that were included in the financing of the Vehicle (Contact the Dealer that sold You the coverage)."

  5.  We show no contact by the customer after November 2024.

  At this point the claim is not denied, but inactive.  We would be willing to review the claim if we receive the police report, as required, with the next 5 days.

   

   

  Customer Answer

  Date: 02/17/2025

  Complaint: 22896599
  
  I am rejecting this response because: I have submitted the requested documents and still have not received an approval. 
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 02/18/2025

  You have not submitted the police report; you have submitted a minor accident report which is not the same as an official police report.  The ***** website shows there is an official "Peace Officer Crash Report" available. You must submit that report in order for us to proceed with the claim.  Failure to do so will result in your claim being denied.

  Customer Answer

  Date: 02/18/2025

  Complaint: 22896599
  
  I am rejecting this response because: I have resubmitted entire claim with requested Texas Police Officer Crash Report effective a few minutes ago.
  
  Regards,
  
  ****** ******

  Customer Answer

  Date: 02/18/2025

  Complaint: 22896599
  
  I am rejecting this response because:
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 02/18/2025

  Thank you for providing the police report.  Your claim is now in the queue for Claims review.  Please contact Claims at ************ for status.

• Initial Complaint

  Date:10/29/2024

  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 letter to ******* ****, Director of Claims Operations at APEX Protection, Inc. will explain why I am filing my complaint to BBB, This company has a 2.4 Star Rating on Google and if you read the complaints are similar and about failure to pay claims. Apex provided me a false reason for not paying my claim for two non repairable wheels to keep from paying my claim. *******, Let me clarify something. I only permitted the dealership to replace the two wheels after Apex had told me that it would not be replacing the wheels after providing me “false” information that there had been a tire repair company Apex contracted, ***** ***** ****** of San Antonio, AKA ****** ***** ******, at the dealership to review the two wheels and the wheel repair company determined the wheels could be repaired. As I said, this was false information, I spoke to the wheel repair company's representative, who confirmed to me, as well as the service manager of the Genesis dealership in Boerne, Texas, that what someone at Apex told me was untrue and he confirmed that the wheels were not repairable. I told them to replace the two wheels because I knew they could not be repaired, and Apex refused to pay for them. I needed my 2024 Genesis G90, at the time at Genesis in North San Antonio in Boerne, Texas, shipped back to me in Houston and that is why I approved the Genesis in North San Antonio dealership to replace the wheels. Apex is alleging I approved replacing the wheels prior to the wheel repair company inspecting the wheels which is untrue.
  

  

  Business Response

  Date: 10/29/2024

  Per your contract:

  Notice
  1. It is a condition for coverage that BEFORE ANY REPAIR OR REPLACEMENT is made; the Service Contract Purchaser (or the chosen repair
  facility) MUST GIVE NOTICE TO THE ADMINISTRATOR ***************). NO REPAIR OR REPLACEMENT SHALL BE PERFORMED
  UNLESS FIRST APPROVED BY THE CLAIMS ADMINISTRATOR.

   

  By your own admission, you authorized replacement of the wheels without authorization and, therefore, any reimbursement cannot be authorized.

  Customer Answer

  Date: 11/15/2024

  Complaint: 22484927
  
  I am rejecting this response because:
  

  This is the first time I have known that Apex Protection Plan responded to my complaint, so that is why I have not yet responded in the required number of days.  Apex failed to inform you that my 2024 ******* *** was stuck at a ******* dealership in ******, *****, and the dealership needed a decision to either do the repairs and pay for the repairs or remove my car from their dealership.  Since I could not receive a positive response from Apex approving the replacement of the two wheels, which is what should have happened, I was forced to inform the dealership to replace the wheels, and I would pay for them and have my car towed to *******, *****, which I did.  I had no choice but to approve the dealership replace my wheels; Apex had me against the wall, and the dealership needed me to vacate my car from their dealership.  If you need the names of people involved to substantiate what I am saying, I will be happy to provide the names.  As most people have said in their reviews, this company is "Dishonest," and they live to avoid paying claims in hopes that no one will take action like I did. 

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

  

  Business Response

  Date: 11/15/2024

  We sent the request to ***** ***** ****** Specialists (AWRS) on 9/24/24. We received an update on 9/25/24 from AWRS saying that there were 2 bent wheels and authorized the repair of the 2 wheels that day. Customer called complaining on 9/26/24 that we repaired the wheels and we received the invoice from AWRS for the completed work on 10/4/24. Customer called 10/3/24 saying he paid for repairs. We spoke with the service advisor the same day to confirm customer paid for repairs and the service advisor told us the customer authorized and paid them to replace 2 wheels, 1 tire and a TPMS sensor.  Per the contract, all claims most obtain prior authorization for coverage.  Therefore, the customer's claim for replacement reimbursement is denied.  In addition, the contract has an $800 limit per wheel if replacement had been authorized and does not cover TPMS sensors.  The language of the contract is plain; any repair completed without prior authorization will be denied.

  Customer Answer

  Date: 11/15/2024

  Complaint: 22484927
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *******

  Customer Answer

  Date: 12/05/2024

  Complaint: 22484927
  
  I am rejecting this response because:
  

  It is evident Apex is fabricating the truth because they could not have sent the request to ***** ***** ****** Specialists (AWRS) on 9/24/24 and received an update on 9/25/24 from AWRS saying that there were 2 bent wheels and authorized the repair of the 2 wheels that day. I ask you to call ****** *** ***** at ************ who works for ****** AWRS Wheel Repair. He was sent to the dealership to review the wheels and determine if they could be repaired. ****** informed my Genisis dealership advisor, JC *************), and me that the wheels were too damaged, could not be repaired, and needed replacement. ***** ********* *************), the service manager of the Genisis dealership, was also aware of how this developed. That is when the dealership informed me of the difference I would have to pay, which was the amount over $800 for each wheel. I then told ** I would pay the difference for the two-wheel replacements. I know when you talk to ****** *** *****, **, and ***** *********, they will tell you how everything developed. I don't know how many lies Apex has passed on to the BBB, but the number of complaints against **** should tell you something about this company. Please don't let them deceive you again. They are out of control, and the BBB should have disqualified them from being members long ago.
  

  Sincerely,
  ***** *******
  Regards,
  
  

  

  Business Response

  Date: 12/05/2024

  All calls are recorded and system notes and files are time stamped in our system.

   

  AWS billed us for the completed wheel repair on 10/7/24 (invoice attached) which we promptly paid.  Also, we paid the customer $400 directly for one tire replacement on check # ***** dated 10/4/2024 (the maximum allowed per the contract for a tire replacement).

   

  Customer approved replacement of wheels without prior approval which violates the terms of his contract.  Therefore, no coverage can be applied.  Even if coverage could be applied the maximum allowed per the contract is $800 per wheel.

   

   

   

   

  Customer Answer

  Date: 12/06/2024

  Complaint: 22484927
  
  I am rejecting this response because:
  

  I did not approve the tire replacement without prior approval. The service advisor informed me that the wheels could not be repaired, so it is evident that they had to be replaced. **** needs to pay me $1,600 for their part of the replacement of the two wheels. Contact **, the service advisers, and ****** from the wheel repair company, and they will confirm how everything developed.
  Thank you and God bless you,
  ***** *******

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

• Initial Complaint

  Date:10/21/2024

  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.

  On 10/3/24 I took my 2018 F150 vin# ***************** into ******** ******** automotive in Bryan *** I have been experiencing hard shifts for sometime now, after researching and finding that the F150 transmissions 10r80 have been faulty and is a saftey issue I decided it was time to get it looked at. Upon inspection the shop determined that I would need a replacement or rebuild and sent the quote to **** my extended warranty company. Apex sent out a 3rd party inspection, after this they denied my claim due to a leveling kit and tires that were installed on the truck 8/24/24 on 39 days prior. The transmission issues were experienced before these upgrades were ever in place and I feel that **** should honor there warranty. I have filed an appeal with them and it was denied for the same reason, all I want if for them to repair my truck and if I would have know this would happen I would have never purchased anything from ****.

  

  Business Response

  Date: 10/22/2024

  Thank you for the opportunity to respond to this complaint. As mentioned in his complaint, Mr. ****** confirms that he has installed incorrect tires (over-sized) and added an aftermarket suspension lift kit to the vehicle. Per Mr. ******** contract terms and conditions, there are exclusions which apply specifically to this situation. Per "General Contract Exclusions (All Plans)"  #**:

  This Service Contract does not cover the following parts, services, conditions or events:
  
  **. Repair or replacement and/or any loss caused by, or related to, any mechanical or vehicle alteration and/or modification not recommended/installed by the manufacturer of Your Vehicle. This would include, but is not limited to, the installation of any high-performance equipment, lift/lowering kits*, incorrect tires/wheels* or removal of any emission devices.
  *Unless the Lift Kit/Over-sized Tire Surcharge option was selected.

  As Mr. ****** has stated several times, he has chosen to modify the vehicle which is excluded by the coverage he purchased. As evidenced by contract exclusion #** quoted above, there is a Lift Kit/Over-sized Tire surcharge available. At the time Mr. ****** chose to modify his vehicle, the surcharge could have been added to his contract in order to maintain his coverage.  Mr. ****** failed to notify Apex that he modified his vehicle and Apex was only made aware of the modifications after a third-party, independent inspector was dispatched to verify the mechanical failures reported. 

  At this time, Mr. ****** is welcome to add the surcharge to his contract which will prevent this situation in the future.

  Customer Answer

  Date: 10/22/2024

  Complaint: 22453136
  
  I am rejecting this response because:
  
  as it states in service contract #** Repair or replacement and/or any loss caused or related to non of the upgrades I have done to my truck have caused or are related to the faulty transmission in this case. The 10R80 automatic transmission is a known problem on the year of F150 I own and further more my symptoms have been happening  for more than 2 months and were now just bad enough to take to the shop as it has become a saftey hazard! All I am asking for is whats fair, if you allow me to add the surcharge and repair my truck I will be completely happy with your services.

  
  Regards,
  
  Ulan ******

  

  Business Response

  Date: 10/23/2024

  Over-sized tires have an overall diameter greater than the size the the manufacturer engineered and built the vehicle to use. This changes the speed at which the transmission turns the tires which, in turn, changes the overall gear ratio, transmission shift points, and engine load. Because of this, there is a greater chance of failure in these components when over-sized tires are installed. As Mr. ****** has chosen to equip his vehicle with over-sized tires, the reported concern with the transmission is not eligible for coverage under the contract he purchased.

  Unfortunately, we are unable to add the optional surcharge to cover a failure that has occurred prior to the coverage being in place. Please accept our apologies. We take pride in covering 100% of eligible claims presented to ****. This claim, unfortunately, is not eligible for coverage due to the modifications Mr. ****** has performed on his vehicle.

  Customer Answer

  Date: 10/23/2024

  Complaint: 22453136
  
  I am rejecting this response because:
  
  According to the ********-**** warranty act (15 U.S.C. 2302 (C) you cannot void or deny my warranty do to the parts unless you can prove that the aftermarket parts were the cause of the failure, and as I stated before this 10R80 transmission is a know problem. These symptoms were already in place before I replaced the tires on 39 days prior to the claim.

  Regards,
  
  Ulan ******

• Initial Complaint

  Date:06/05/2024

  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 purchased a 2018 **** F-150 from Tomball Dodge on 3/21/24 with an Apex Gold Protection Plan. VIN# for the truck is *****************. The hood hasn't been open on that truck since I bought it. The truck broke down on the way to work on 5/21. I had the vehicle towed to a dealership. They informed me that the engine was locking up and after talking to Apex, they proceeded to take the motor apart to determine the point of failure. After disassembling the motor, the dealership determined that this was a catastrophic failure of the motor but could not find any signs of improper maintenance. After the inspector from Apex came out, he determined that the cause of failure was low engine oil (only 2.5 quarts found in the motor). The only service that was done on the engine was an oil change at the dealership before I bought the truck. Now Apex is denying the claim and will not cover the replacement motor 3 months after I purchased it. This is borderline criminal behavior and is completely unacceptable. How would I have known the truck was losing oil? No warning lights, no indication that anything was wrong until the truck broke down. This is the entire reason that I got the warranty coverage on the truck before I bought it. This seems part of a larger issue where this 'warranty' company is denying clear cut claims in order to save on costs. I have already sent this story to the news along with other instances where **** has denied claims of others, scamming people who need this service the most. Will update when I receive a response back from the network.

  

  Business Response

  Date: 06/26/2024

  I believe this matter is in the process of being resolved.  ********************** at ************ was able to complete additional tear down to the engine which provided a coverable cause of failure under the contract.  We are waiting on the repair estimate to be provided by the service department in order to finalize the claim.  We expect this to be fully resolved this week.

• Initial Complaint

  Date:10/24/2023

  Type:Service or Repair 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.

  July 18, 2023-All files were sent to APEX. August 8, 2023- Check #***** was created. August 22, 2023- Check was deposited into Chase *** August 23, 2023- Check was reversed from my account.I've been trying to deposit the check and still have not been able to. I've contacted ******************************* LLC, ************************************ but have not received any help besides a manager at Chase. The reason I have not been able to deposit the check is because the check is made payable to ****** only and so APEX needs to issue a new check, but APEX wants the original which was deposited into the *** but ***** provided a "LEGAL COPY" which according to *****, they have to accept the legal copy but APEX is rejecting this and is not resolving the issue. Now, ***** representative stated I can seek legal action against APEX for not accepting the LEGAL COPY. I've put ****** and APEX on the same line, and both concluded is up to APEX, I've had Chase and APEX on the same line and stated they would accept the legal copy but when sent to them, they rejected it. I have documents to back this up and I've been looking for some legal counselling.

  

  Business Response

  Date: 10/24/2023

  There are several issues at play here:

  1. The check was made out to the lienholder as it should have been in a Debt Waiver claim.

  2. NMAC endorsed the check to ******************** (as shown on the back of the provided copy) and sent it to ******************** instead of depositing the check and issuing a new check from NMAC to ******************** as is normal practice in these situations.

  3. ******************** deposited the check into an ATM instead of taking it to a teller where he could explain the situation and show that NMAC endorsed the check over to *********************

  Now, in order to solve this situation, we need the "LEGAL COPY" of the check returned to our office and we can reissue a new check directly to *********************  As it states on the provided documents: "This is a LEGAL COPY of your check. You can use it the same way you would use the original check."  I would think ******************** could take this LEGAL COPY of the check into a Chase branch and get it deposited, but if ***** will not accommodate that request, we are more than happy to replace the LEGAL COPY with a new check (as soon as we receive the LEGAL COPY).  Otherwise, ******************** would have double payments in his possession.

   

  Please forward the LEGAL COPY of the check to:

  Apex Protection, ***** ATTN GAP Claims, **************************************************, ********, ** ***** along with the nest mailing address to tender the replacement check written directly to *********************

  Customer Answer

  Date: 10/24/2023

  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.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my spouse have been paying for our protection plan for 3 years, when we finally needed to use it they denied everything that our contract stated was covered. When the dealer put in our claim they used false reason that did not have anything to do with the issues at hand per the repair of the dealership l, also lied about statements made by the dealer to justify the denial. The representative of the dealership confirmed and was astonished by the blatant lie told by the company. While doing some digging on the company it turns out they've done this to every customer they've had. At this point we are seeking restitution and really feel this business should no longer exist they are criminals and rob customers of there money with false reasoning to breach there contracts.

  

  Business Response

  Date: 08/11/2023

  Please provide your contract # or your VIN so we can locate your claim or at the very least the dealership where you purchased your contract.  I cannot find any claims in our system for "*******************************" so having a VIN or the contract # will help us identify the claim.  

   

  I do see that you are in ********** and I would like to note that we only sell our VSCs through new car dealerships in *****.  There is another company called ************************* that uses Apex in the description of their warranty coverage names, but they are not affiliated with us, Apex Protection, ***** in any way. 

   

  Please confirm your contract says Apex Protection Plan administered by Apex Protection, **** and, if it does not, please remove this complaint and file it against the correct company.

• Initial Complaint

  Date:07/05/2023

  Type:Product 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 purhased a new2023 **** explorer from ******************* may5,2023. I was forced to buy GPS tracking service for $995 .I waited until car registration transfer to my name. I sent APEX e mail in 10 days to cancel my service and get my money back.I never activated the service. They told me they can not do it.I dont want GPS service in my SUV. I did not sign any paper stating that you can not cancel this transaction. Dealer did not install any GPS device on my SUV on the behalf of Apex.My Suv comes with factory install GPS device.I dont want to activate it.I dont want to use it.I want my money back>i paid $995 dollars. MY vin number *****************

  

  Business Response

  Date: 07/05/2023

  I am sorry but you are incorrect in your statement.  An Apex Protect *** device was installed on your vehicle by ************ and it was transferred into your name.  Because the device is installed in the vehicle there are no refunds.  We are more than happy to terminate the device so it no longer reports if you would like, but that will not generate a refund of any kind.  You are more than welcome to discuss with the dealership to have the *** device removed from your vehicle and it will be up to them if they would like to give any kind of credit to you.

   

  BTW, this should have been filed under Apex Protect *** and not Apex Protection.  While they are related, they are separate companies.

  Customer Answer

  Date: 07/06/2023

  Complaint: 20277607
  
  I am rejecting this response because:There is no device install on my suv by dealer on your behalf. GPS device comes with my suv and install by factory. YOU provide tracking service.I dont want any tracking service from your company. I was forced to pay tracking service for your company that i dont want. This is a robbery, i did not activate your service.You can not keep my money because you did not provide me any service.The way this company does business is unethical
  
  Regards,
  
  **** ********

  

  Business Response

  Date: 07/06/2023

  I am sorry but you are incorrect.  The dealer did have a *** device installed on your vehicle; the serial # is *****************.  We cannot help you with your request.  You need to be in contact with the dealer who sold you the *** device.

  Customer Answer

  Date: 07/06/2023

  Complaint: 20277607
  
  I am rejecting this response because:This business scamming customer. Dealer is selling this service in behalf of Apex. Let  say Dealer install the gps device.(they did not i will complain them to Attorney generals fraud division). Gps device sells between 10 to 100 dollars. They charged me $995 dollars for the tracking service Apex provides.I dont want APEX service.I want the money back for the tracking service they charged.Any company ,can not keep the money they are not providing any service to customer.Dealer is not providing the tracking service. APEX is providing the service.Dealer is selling the service in behalf of APEX.If you claiming dealer install the  gps device you deduct the cost of the *** device and return the rest of the money to me, Iwill deal with Dealer later.By the way  %80 percent of new cars comes with *** install by factory. You can pull the serial number from gps and claim you install it ,will not work.That is FRAUD
  

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

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 20, 2022, I was at ************* Dodge dealership and purchased a vehicle with multiple service contracts. Shortly after purchasing the vehicle, I refinanced the vehicle which saved me *********. The new lender offered me service contacts that cost me $500 compared to the $7000.00 with APEX. I attempted to cancel the service contracts and get refunds, but the service contract documents show that consumers only have 10 days from the date of purchase to cancel. The documents show they were last updated in 2016. In 2021, ***** passed a law for consumers (HB ****) effective Sept. 1, 2021, which provides consumers with the right to cancel service contracts for a full refund, without penalty within 31 days from signing. See ***** Occupations Code: Sec. *********. CANCELLATION BY SERVICE CONTRACT HOLDER; REFUND. Further, within that law, it states that if the dealer requires the consumer to finance with them exclusively, (which they pressured me to do) they are restricted from offering the service contracts to the consumer. I understand this is state law and requires a separate regulating body to investigate, but this is my experience. I have emails from APEX showing that they are knowingly and willfully violating the state consumer protection laws in order to protect their profits. They refused to refund me any portion of the ***** I paid. I am very concerned that this practice is not just impacting me, but the many other ***** Consumers.

  

  Business Response

  Date: 06/22/2023

  I will be more than happy to look into your issue, but you may be confusing a service contract and a product warranty.  I am unable to open your attached files in the eml format.  Please forwarding those files as a pdf to ******************************* with BBB complaint and your last name in the subject line.

   

  I can assure you that our *************** Contract is cancellable at any time during the contract term with a full refund being given if requested within the first 30 days minus any claims paid and a prorated refund based on the greater of the miles or time used minus any claims paid and minus a $50 cancel fee.

• Initial Complaint

  Date:05/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  was sold the gold package when i bought my 2015 rav 4 june 1 2021. took my vehicle to ****** of ****** for some issues thet was supposed to be covered under the warranty. one problem was electrical outlet that ****** traced the wiring to a bad fuse, electrical was supposed to be covered but i had to pay *****. the other was rear hatch shocks were making noise and would stop in the middle of opening the hatch sometimes. these motorized shocks were supposed to be covered under the warranty but of course they denied it. you pay for the warranty but all they do is deny everything.

  

  Business Response

  Date: 05/19/2023

  Please reference your contract for the specific coverage language.  Gold coverage is a "stated component" coverage plan which in ******** terms means the part must be listed to be covered and if it is not listed it is not covered. 

  The contract lists Electrical coverage under Gold as:

  "ELECTRICAL: Alternator; starter motor; starter solenoid; starter drive; alternator voltage regulator; power window motor; power seat motor; wiper motors; distributor; manually operated switches; coil; horn relay; electronic ignition module; rear window defroster (except for physical damage); rear window heating relay; power door lock and actuator; convertible top motor; power antenna motor and mast drive cable; electronic fuel injection sensors, control unit and injectors; electronic transmission control module; gauges; stereo or audio equipment; cruise control components; sunroof motor; mirror motors; wiper washer pump and motor; combination entry system transmitters and receivers."

  In addition, #3 in the General Contract Exclusions states the contract does NOT cover the following:
  

  Normal maintenance items or parts normally designed to be serviced or replaced periodically during the life of Your Vehicle, such as, but not limited to: oil, coolant, fluids, lubricants, refrigerants, filters, (except when required in conjunction with a covered repair), spark plugs, spark plug wires, glow plugs, light bulbs, sealed beams, lenses, fuses, wiper blades and arms, battery and battery cable, drive belts, coolant and vacuum hoses, brake rotors, brake drums, brake pads and linings.

  Fuses are clearly listed as an excluded item.

  With regards to the complaint about the rattle of the shocks in the rear hatch, there are two exclusions that apply, #2 and #5:
  

  #2 excludes: "Any loss to Your Vehicles frame and chassis, exhaust system including the catalytic converter, transmission cooler lines and hoses, manual clutch release bearing, clutch pilot bushing or bearing, clutch disc and pressure plate, shock absorbers or MacPherson struts, wheels, wheel studs, convertible top and straps, window and door handles, cellular phones and video entertainment equipment (unless Factory installed). All fasteners, including, but not limited to: bolts, studs, nuts, pins, clips and retainers (except when required in conjunction with a covered repair)."

  and #5 excludes: "Repairs or adjustments to correct squeaks, rattles, water leaks or wind noise."

  As you can see, rattles are not a covered mechanical repair.  We take every step possible to ensure we adjudicate each claim to the letter of the contract.  Unfortunately, the failures noted in this claim were clearly not covered under the contract.