Complaints

This profile includes complaints for Prosidium Warranty & Capital's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Prosidium Warranty & Capital

  Burlington, WA 98233-3154

  
• 

  Prosidium Warranty & Capital

  1500A E College Way # 541 Mount Vernon, WA 98273-5615

  

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:02/20/2025

  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.

  I purchased a *************************** 2019 at **********************I bought an extended warranty through Principal ********* which is now called Prosidium Warranty and Capital. I paid for their most expensive warranty which is the Maximum plan which cost $4842 and paid for my car with a 96 month loan, I still owe 24 months on my loan and over $17,000.I brought my car into ****** **** Lynnwood on 1/17/25 for scheduled maintenance, let them know the wrench light had come on in my car and it was jerking a lot when I shifted gears or accelerated. They said this is a known transmission problem with my car. I brought it back on 1/21 and has been their since.****** **** informed me my warranty through Prosidium Warranty and Capital should cover all costs to fix my car and 8 days of a rental car. They said Prosidium had sent out an inspector and wanted to first fix an issue with my spark plugs, then they would send an inspector out to look at the transmission problem. I dropped my car back off at ****** on 1/27, I was able to pick up a rental car paid for by Prosidium for 9 days until 2/5 and then they refused to pay. On 2/11 I had to pick up another rental which I am having to pay for out of pocket at about $400/week.Prosidium Warranty and Capital has sent out three different inspectors over the past 30 days, they are not agreeing to a new transmission which is what ****** **** says is the only fix for the problem with my car, they are taking days to weeks to send out inspectors and more time to review their inspections. My contact at ****** **** has been calling them daily and I have been calling them every few days to see what's going on and they just keep dragging their feet. My car has been sitting at ********************* for almost 30 days, its missing its transmission so I cannot get it back to drive and Im paying out of pocket for a rental vehicle. I paid $4842 for this warranty and they are refusing to fix my car. Prosidium Warranty and Capital is a scam.

  

  Business Response

  Date: 03/25/2025

  After review of the complaint regarding the claim C000089037, I can see that there were delays that were incurred due to the need to further inspect the vehicle. We have approved payment of $348.58 in rental over the contract MAX allowed $320.00. In addition, due to the delays, we also authorized a reimbursement for an additional $668.58 for rental to be paid directly to the customer.

  This claim is currently authorized at $6,981.32 to ****** **** for the left front caliper, both front struts, and the transmission CDF drum replacement. The repair facility originally asked to replace the transmission assembly due to it slipping between gears 4 through 7. **** Technical Service Bulletin ******* applies to this condition and must be adhered to based on our claims handling procedure. At this time, complete transmission replacement is not supported by the diagnostic, the **** or the manufacture's recommendations.

  Customer Answer

  Date: 03/25/2025

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

• Initial Complaint

  Date:07/10/2024

  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.

  They sold me a gap insurance contract that didnt provide the coverage they advertised. They denied my gap insurance claim saying that the value of my car was lower than the value of the insurance policy, this is literally what gap is for but they refuse to appeal my claim. Additionally, theyve never answered a phone call or returned a voicemail. They only email to tell me theyre not paying. I plan to file a lawsuit because they are unethical and blatantly taking advantage of the situation. They refuse to discuss the matter or make the payment that they promised to make. Now theyre panicking and trying to convince me to sign paperwork to void the contract. I insist they pay it instead and now the loan provider will be sending the account to collections because this awful company refuses to pay what they owe.

  

  Business Response

  Date: 07/23/2024

  For contract 150PGR00295996W, claim #C000067349 was thoroughly reviewed, and emails were sent to the contract holder to provide an explanation as to the status of the claim.  The *** contract participates in the balanced owed after all deductions are made, i.e. settlement amount, refundable contracts, condition/prior damage adjustments, etc.
  
  According to the documents provided by the contract holder, the **** of the vehicle, at the time of sale, was $6,959 and the contract has a **************** Finance to Value Ratio) of 150% which would be $10,438.50.  The customer then financed $12,003.65.  A difference of $1,565.15.  The contract will not cover this portion of the financed amount.
  
  It was determined that there is no *** for the contract to participate in.  The customer was advised that they are able to cancel the *** contract for a prorated refund of $230.66. We can reach out to the customer to further explain and answer any questions related to the above. 

  Regards,

  PWC Administration

  Customer Answer

  Date: 07/23/2024

   
  Complaint: 21971721
  
  I am rejecting this response because:

  They said the fair market value ~$6,000 but failed to pay that amount (or any amount) to the loan despite no missed payments on my part. The loan still has ~$2,200 left. i requested it be paid off and that was denied. I requested the refund and it still has not been received . 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/24/2024

  Please refer to the contract and stipulations regarding the LVR.  The MSRP of the vehicle, at the time of sale, was $6,959 and the contract has a ********** Finance to Value Ratio of 150% which would be $10,438.50.  Being that this was financed for $12,003.65, it has resulted in an overfinanced amount of $1,565.15. Contractually PWC is not able to participate in covering this portion of the financed amount. The prorated refund for your *** contract can be processed based on your request for the refund/cancellation. The *** contract would be prorated for a refund of $230.66.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 21971721
  
  I am rejecting this response because: despite them repeating themselves again they havent held up their end of the contract as nothing has been paid out by them to the loan including but not limited to the cancelled, prorated
  Contract of ~$230.66 so my complaint stands as this company has failed to do anything but ignore my phone calls and send the same copy/paste messages theyre sending here. 

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

  

  Business Response

  Date: 08/15/2024

  Our records were showing this was responded to on 7/23, not sure if there was an issue in the reply. We also processed the cancellation for our customer's *** Contract at that time. 

  For contract 150PGR00295996W, claim #C000067349 was thoroughly reviewed, and emails were sent to the contract holder to provide an explanation as to the status of the claim.  The *** contract participates in the balanced owed after all deductions are made, i.e. settlement amount, refundable contracts, condition/prior damage adjustments, etc.
  According to the documents provided by the contract holder, the **** of the vehicle, at the time of sale, was $6,959 and the contract has a ******** (Amount Finance to Value Ratio) of 150% which would be $10,438.50.  The customer then financed $12,003.65.  A difference of $1,565.15.  The contract will not cover this portion of the financed amount.
  It was determined that there is no *** for the contract to participate in.  The customer was advised that they are able to cancel the *** contract for a prorated refund of $230.66.

  Customer Answer

  Date: 08/23/2024

  I just received an email saying my case was closed because I failed to respond. I thought I had responded but I had poor service and I realize now that my response didnt make it through.
  May I reopen my case?
  The business replied to you but theyve still failed to follow through with their resolution and they never responded to my email or my snail mail in which I filled out the paperworks they insisted upon in order to get the refund.
  Im frustrated that they are saying to you that Im eligible for a refund but they are still withholding the refund.
  Anyway, thank you for your consideration in reopening my complaint ********* ***********************
  

  
  

  

  Business Response

  Date: 08/26/2024

  PWC was responsive and maintained communication with our customer throughout the handling of the claim. Our goal was to ensure that we effectively communicated the decision of the Claim, and that we provided any and all documentation that would further support and explain the claim status.  

  The cancellation of the *** waiver was processed, and refunds were issued. We confirmed the contract was cancelled on 7/24 and our portion of the refund was sent to the dealership on 8/8. We contacted the Dealership and confirmed the check was issued on 8/16 and then mailed out to the lienholder on 8/19.

  The attached document is a summary of all documented communication with the Claims team and the customer. 

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 21971721
  
  I am rejecting this response because:

  the business failed to provide me with any of the correspondence listed in their response to the bbb or reply to any of my pleas for communication. They have finally issued the refund which is thanks in full to the bbb. I included a screenshot of emails to show that this company is claiming actions they are not actually taking. They give me the run around by claiming to have not received paperworks and/or communications from me and then they send emails only to retract access minutes later. It is tiresome and illegal. I didnt want to file charges due to the small refund amount in the first place but this companys practices were designed to wear me down with the intention of making me walk away from the refund I was entitled to. Its not okay. If I had the money to I would pursue a lawsuit against this company and their  tactics
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/04/2024

  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.

  This company has consistently provided less than bare bones basic service. No follow up, no actual work to be done on their side as I gathered everything they needed only to have them s**** me over. They consistently changed dollar amounts of what was offered and only to recover any amount of financial burden did I sign a refund form under duress. I find them dishonest and would attest to the fact that they intentionally disparage customers from proper insurance claim handling routes to better benefit their income.They avoid customer contact by any means necessary. They take advantage of the uninformed and that is the definition of bad business practice.

  

  Business Response

  Date: 04/13/2024

  Thank you for the time to review the claim decision and to provide further explanation.  Upon review of the claim documents for the *** Claim Waiver #***PGP00330470D a negative balance existed after deductions were applied. Coverage stipulates that If settlement by the Primary Carrier or the *** is greater than or equal to the outstanding balance, no Qualifying Loss will be afforded under this Addendum. We ensure that we  provide a thorough explanation to our customers of the terms. We also advise that it is up to the customer to take reasonable measures to ensure that the maximum amount of the *** of the Collateral is obtained by the Primary Carrier. As part of our process, we also advised our customer that they would be *********** a pro-rated refund for the remainder of the *** waiver.

• Initial Complaint

  Date:12/05/2023

  Type:Sales and Advertising 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 November 12 my vehicle ran hot and smoke came from the engine bay. I called a two truck and had my car towed the rest of the way home. The next morning I had my car towed to the dealership on November 13th. The dealership did the diagnostic and claimed I needed a new engine but the warranty company wanted me to authorize a tear down that would cost me 2400$ and I was supposed to pay that but when I contacted the warranty company they claimed they would pay the 2400$ tear down fee. Now the engine is the a tore apart and the warranty company is refusing to pay claiming I drove the car as smoke came from it and that I ignored the codes on the dashboards but no codes came across my dashboard and the dealership is backing my statement as there were no codes on the dash when my vehicle arrived for repair. The dealership also states that there is no evidence of me continuing to drive the car as it is smoking and that the warranty company is not trying to honor my contract with them and pay for my repairs as engine repairs is in my coverage. The total cost is 16k usd.

  

  Business Response

  Date: 01/05/2024

  Thank you for the opportunity to review and respond to your claim inquiry. We take customer satisfaction very seriously and want to ensure it has been evaluated to its fullest.  After careful review and consideration, your Engine Repair has been denied due to the nature of the engine block warping being caused by driving the vehicle with an active overheating issue.   This was determined in review of your contract and as evaluated by an inspection performed by a third-party provider.
  
  Based on findings , it was reported that an active coolant leak and the quality of the coolant levels were not maintained as they were intermixed with oil. The coolant and oil intermix are consistent with the failure of the head gaskets which would have created additional damage to the engine over time, which is now requiring replacement.Additional tear down was authorized to do the full inspection of the vehicle to confirm participation with coverage, which was authorized on 11/21.
  
  In your contract, Exclusions 3 and 14 would apply to the failure of this vehicle. This was further outlined in the denial letter provided for your claim. 

• Initial Complaint

  Date:11/13/2023

  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.

  My car is at the dealer in ******* Gladstone due to AC and or heater not working. I purchased this Principal warranty when I bought my 2019 car straight out from the dealer 0 miles I have never use used this warranty and Im trying to use it because my car 1st warranty expired so this one is available. But Principal send an expert to evaluate my car and they came to the conclusion they will not cover the damage because the are that needs to be replaced is contaminated. Im not sure that that means but I feel if they are not whiling to help me with this matter since its still under warranty I should get my money back or they need to communicate with the dealer and fix this issue. Im paying a lot of money for my car and I feel I should be able to use my warranty since I feel the mistake was done at the dealer that they contacted the area of the damage.

  

  Business Response

  Date: 11/17/2023

  The customer placed the claim for issues with the heater.Part of the review process included an independent inspection of the failures.The inspection identified a white substance in the radiator reservoir. Based on this it was concluded  that this foreign substance was the source of contamination, which may have led to the coolant restriction.  Based on the findings and as stipulated in our exclusions section 12,  for any repair costs due to contamination of any kind would not be covered. The customer was provided an explanation of the contract and application of coverage.

  Customer Answer

  Date: 11/20/2023

  Good morning, I just dont understand what does the this warranty covers and if that part was contaminated it wasnt my fault my car has been at the dealer for over 2 weeks this time and within 2 years this same issue 4-5 times. This warranty was not cheap so I was expecting them to help me and cover the damage. If principal is not willing to cover why have or pay for a warranty they will not be used if everything gets contaminated. 
  Please any other suggestions for my car to ******* 

  

  Business Response

  Date: 12/01/2023

  Thank you for your email. We take customer satisfaction seriously and are glad to hear from you. First, I would like to apologize for the frustration you've been experiencing recently. I want you to know that we appreciate your feedback. It will allow us to resolve any problems that occur and help us to improve our services. We understand that there is still some confusion based on the inspection results. We would like to reach out to fully explain the decision and ensure we have all the details needed for any additional review.PWC will be reaching out directly to explain the findings.  

• Initial Complaint

  Date:09/19/2023

  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.

  I purchased the Preferred Plus Ultimate 7 year warranty on 06/07/2019 at ************************ (brochure pictures included in this complaint). I opted for the most expensive plan at $1,995 since it covered tire/wheel damage, paintless ding & dent repair, windshield repair/replacement and key replacement. Last week I had a rock hit my windshield that ended up cracking all the way across. When I called this company to use my warranty I gave them my information and they told me I just needed to have the shop providing the service call them to get the service approved/paid. The auto glass repair shop then called me to let me know they were told windshield replacement is not covered on my plan. I spoke with a representative from Principal Warranty Corp and they confirmed I had indeed paid for the Preferred Plus Ultimate coverage but that it did not include windshield replacement. They told me to take it up with ************************ but the fact of the matter is they are advertising a plan that they do not intend to follow through with. What is covered is clearly stated in the brochure and that is the only reason I purchased this warranty. I am also frustrated because my wife just paid around $3,000 for this plan on her new vehicle that was purchased a couple of months ago and was promised the same level of service where the windshield will be repaired/replaced if damaged but that is obviously a lie. I asked Principle Warranty Corp to honor what was outlined in the information shared with me in the brochure when I was sold this warranty and to cover the cost of my windshield but they refuse to look into this any further. At this point in time I would like to be refunded for the warranty all together since it's obviously a lie and I don't trust they will cover anything else promised in that brochure.

  

  Business Response

  Date: 09/25/2023

  After review of the customer concern,  it has been confirmed that the contractual coverage outlined in **************** plan is specifically associated with a repair only as this specific coverage did not provide replacement. We did review the customers attached pamphlet as well.  Our marketing materials are intended to be inclusive of several coverage levels on a particular product.Therefore, the customers contract will dictate the specific coverage level for that particular vehicle.  

• Initial Complaint

  Date:04/14/2023

  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.

  I bought a used truck from The Car Guys, who then sold me a warranty from The Principal Warranty Group.My truck had very expensive engine repairs and they are refusing to honor my warranty. They even stated they should not have sold me the warrany because it does not pertain to a box truck.

  

  Business Response

  Date: 04/27/2023

  We understand that you are frustrated by the denial of your claim regarding your truck engine. Unfortunately, we are unable to participate in this repair because upon inspection, it was confirmed that the vehicle is being used for business deliveries. A vehicle being used for pick-up and/or delivery operations is specifically cited as an exclusion on page 8 of your contract under item number 5. If you have any questions or would like to discuss this further, please dont hesitate to give our team a call. 

• Initial Complaint

  Date:09/24/2022

  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.

  I bought a warranty for my truck that is lifted and was lifted when I bought it. They are not honoring the warranty because it is lifted and some other unexplained reasons. I ended up needing to spend $44,000 to fix my truck. No one honor the warranty and I had to pay out of pocket.https://drive.google.com/file/d/1OR4vH4A9gVyPDEaDEfZqHgKdA8Eq3Zfb/view

  

  Business Response

  Date: 09/26/2022

  We appreciate this opportunity to respond:

   

  The gentleman has asked for a refund for the cost of the policy in question.  Principal Warranty Corp. will be refunding the full amount of the policy as requested.

   

  Thank you

  Customer Answer

  Date: 09/26/2022

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