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:01/06/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a silver plan with ForeverCar that I have had since May of 2022. I recently had my vehicle overheat on me on my way into work on December 9th. I immediately pulled over to the side of the road and call Triple A with my vehicle turned off. I sat in my car for two hours before I was picked up and got my car towed into the shop. The headgaskets had failed (per the repair shop) and caused loss of coolant; a well-documented problem with these Subarus. I asked the shop to contact ForeverCar to get started on a warranty claim, as this is what I paid them $157/month for almost 3 years for, after all. On January 2nd, the repair shop calls to tell me that my claim has been denied by ForeverCar, citing that I had "driven the car after it overheated" which is complete bologna. They allege that due to the engine's internals showing signs of wear/damage (the car has *******~ miles, mind you) and low coolant level were due to my negligence and misuse and that I was SOL. I'm not sure how they can draw this conclusion considering I was very much alone in my car while I waited for the tow truck to rescue me, but I believe they are attempting to duck out on their end of our contract, considering they are apparently DEFUNCT and no longer selling contracts; I don't blame them, the dealership is recommending a replacement engine at the eye-watering cost of $25,000! ForeverCar, it is your duty to fulfill your end in this contract, I have been a loyal customer and have had minimal prior claims before this incident. My car is completely stock and within warranty, it is absolutely vile and disgusting that you would lie to a customers face and ***** your responsibility, while passing the enormous bill onto the customer. Please make this right. I have been a member since May 20th, 2022, so at the time of writing I have made 31 monthly payments. I would've saved it for a new engine myself instead had I known you were a bunch of snakes.

  Business Response

  Date: 01/14/2025

  We will be processing a refund minus any claims that have already been paid.

   

• Initial Complaint

  Date:01/02/2024

  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.

  Due to my bank card being compromise, the payment declined. I heard we have customer since April 2023. However, per the representative forever car stop providing policies, I did not receive any notice that the company had stop selling policies. Otherwise I would have looked elsewhere.The company stop selling any new policy on Oct 2023, and my payment declined in Dec 2023.I would like a refund.

  Business Response

  Date: 01/02/2024

  Hello,
  
  I'm sorry to hear that your account was compromised. Your due date was the 3rd of each month. Per the terms of your contract, "If your payment is more than 15 days late, your contract will be canceled due to non-payment." The 15th day of your grace ****** was the 18th. We sent you several emails and text messages notifying you about your delinquent account. We attempted to process your payment on 12/3, 12/8, and 12/15, but the payments were declined. Out of Goodwill, we gave you an additional 5 days to make your payment, but the attempt on 12/22 was also declined. On 12/23, your contract was canceled due to non-payment. I'm sorry, but you are not *********** a refund. Our plans are true month-to-month plans. Had you continued to make your payments, your contract would have expired on 5/3/2026. Once a contract has been canceled due to non-payment, we are unable to reinstate the coverage. As of August 2023, ForeverCar is no longer selling new contracts in our ************ We are only servicing our current customers throughout the full duration of their contracts. All new contracts must be purchased directly through your ************* If you have any additional questions, please feel free to contact me directly.
  

  
  Thank you,
  
  ***************************
  Director ******************* And Support
  **********************
  ***************************************

• Initial Complaint

  Date:12/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 36 month unlimited mile car warranty subscription in November of 2021 with FoveverCar via Carvana. My payments have been being automatically withdrawned from my bank account for the past 2 years. On December 04, 2023 the debit card I had on file for payment had been declined, due to my card being compromised and my bank having to send me a new card. Per my contract with FoveverCar there is a 10-day grace ****** following my payment due date and another 10-day reinstatement ******, for a total of 20 days to resubmit the payment before my policy is cancelled. I logged into my account on December ********* to manually make my payment, because I did not see the payment deducted from my account after it was scheduled to be automatically resubmitted on 12/15/2023. When I logged into my account, I see that my account was already cancelled. I reached out to ForeverCar and was told that they werent able to reinstate my policy because Forevercar was just the broker and ********* actually administers the policy and they are the ones that the request that the policy be cancelled for non payment. I was also told this was a really bad time to get the situation corrected because Forevercar, Silver Rock and/or Carvana have all cut ties and are no longer in business with one another. Regardless of whatever Forevercar state of business is with Silve Rock and/or Carvana, as a customer, by my policy being cancelled on 12/19/2023, I was not given the full 10-day grace ****** following by another 10-day reinstatement ****** that was guaranteed to me by my FoveverCar contract. I am requesting either a full- refund of all previous payments ($2930) due to FoveverCar's breach of my contract or a full reinstatement of my policy.

  Business Response

  Date: 12/21/2023

  Hello, 

  
  In order for your contract to remain active, we must receive your payment within 20 days of the original due date. Your due date is day 1 of your grace *************** do not offer due date changes. Your due date was the 30th. As a courtesy, we provide you with a 20-day grace ****** to make your payment. We can set your payment to process any day within your 20-day grace ******. You elected for us to process your payment on the 4th. Per the terms of your contract, If your payment is more than 10 days late, a $25 reinstatement fee will be added to your payment. We have that information listed on the 1st page of your contract and it is also listed in your Online account, under the Payment section. You provided a screenshot of our grace ****** policy in your complaint, which acknowledges your understanding of our policy. We did attempt to process your payment on 12/15/2023 on your new card ending in ****, but the payment was declined due to Insufficient Funds. We emailed you and sent you a text message on 12/15/2023, notifying you about the failed payment. On 12/20/2023, your payment was past the 20-day grace ****** and your contract was canceled due to non-payment. Once a contract has been canceled due to non-payment, we cannot reinstate the coverage. If you have any additional questions, please feel free to contact me directly.
  

  
  Thank you,
  
  ***************************
  Director ******************* And Support 
  *********************
  ***************************************

   

  
  

• Initial Complaint

  Date:09/13/2023

  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.

  I bought a car from Carvana and was offered car coverage threw forevercar and I have till September 17 2023 to buy coverage.I tried online but it wasnt available,so I called and they told me they arent taking anymore customers ,call Carvana,so I called Carvana and they told me to call forever car.No one gave a straight answer,I want to buy the coverage but they cant offer it.Thats false advertising they said I can get coverage by the 17 of this month but they wont let me buy coverage ,(I want to buy the coverage that was offered,thats all I want)

  Business Response

  Date: 09/13/2023

  Hello, 

   

  I'm sorry, but unfortunately, as of August 9th, we are no longer offering plans for sale. We are only servicing the current contracts that we have on our books. I apologize for the inconvenience. 

   

  Thank you, 

   

  ***************************
  Director ******************* And Support 
  *********************

   

   

• Initial Complaint

  Date:08/21/2023

  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.

  So I purchased a contract from this company on July 10th 2023. the policy went into effect on the 10th of August. I put my car in the shop for the repairs to be made only to find out from the dealer that my contract had been canceled by Forever Car for no reason at all. They have came up with all kinds of excuses to deny the claim. The claim went in on friday Aug. 18th and they cancelled my policy on monday Aug.21st 2023. So as I proceed to call them I kept getting the run around from one person to another. Then finally I was able to get on the chat with someone, however this person was not helpful at all and he proceeded to tell me that my policy was cancelled due to an error that could have easy been fiexed but instead that wasn't the case. They proclaimed the sent me an email and called me on the 18th of august which they did neither. So after chatting with this rep. in the chat section he then proceeds to send me a half sent email that you cannot see. So I'm asking for this company to repair my car under the contract that they cancelled for no reason. I was also told that the bank cancelled my contract. I did. And their response was why would they cancel the contract it has to be an request sent from Forever Car. In my opinion I solely believe they cancelled my policy on a carfax the got offline which is incorrect. And now I'm stuck with a bill which I should not have to pay due to the misrepresentation of their warranty.Attached below is a carfax report that they solely based the information off of. Which is incorrect. I bought this car it already had ****** miles on it. So my accuracy on the vehicle was an estimate of the correct mileage to date. The second attachment was sent on April 21st 2023 at 4:51 pm this is the time that I was on the chat and the phone with them so they sent it while I was talking to them. Which they claimed they sent it on the 18th but also cancelled the policy on the 18th and denied the claim on the 18th of august 2023. i would like for them to reinstate this policy and approve my claim.

  Business Response

  Date: 08/23/2023

  Hi Chemae, 
  
  Per our conversation and the email that I sent you on 8/21/2023, we have Flat Canceled your contract due to you providing inaccurate mileage information when you signed up for our coverage. You purchased your contract online, without the assistance of one of our Sales Reps on 7/10/2023. You listed that your vehicle was at ****** miles. You attempted to file a claim on 8/18/2023 and your Adjuster pulled your vehicle's Carfax report. The report shows that on 12/16/2022 you had your vehicle serviced at ******* and your documented mileage was *******. You purchased our Platinum coverage, but due to your vehicle having over ******* miles, you did not qualify for the Platinum plan. Due to the material misrepresentation of your mileage, we have canceled your coverage and out of goodwill, we have refunded all payments back to your account. I have attached the Carfax report. Please feel free to contact me directly with any additional questions.
  
  
  Regards, 
  

  
  *******************;
  Director ******************* And Support 
  ********************* 

• Initial Complaint

  Date:07/21/2023

  Type:Billing 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.

  In Sep 2022 I began the process of attempting to cancel my contract for my extended car warranty. I called Forever Car and they told me that I had to cancel through my credit union. I called my credit union and they told me that I had to call a third party who then redirected me back to Forever Car. The person that I spoke to ultimately was apologetic and cited problems with the recent hurricane (***) in an attempt to explain why faxes and phones were not working for the cancellation.I sent a request via email to forever car to cancel.A few months later (Feb), I called back as the payments continued to be drawn from my card. Again, I got the run around and was ultimately told that I needed to mail my contract in to the address on it and it would be a month or so to be resolved. I mailed it in and never heard anything.May 2023 I reached out to my credit card company and disputed the continued charges. Ultimately, I was reimbursed for Feb, March and April of 2023 and I cancelled the card at the recommendation of *****. I checked today and they are still charging me. I called ***** again and disputed the charges. They are doing a stop payment and the charges are being disputed.How long should I keep paying for something that says I can cancel at any time on the website? It has been 9 months....

  Business Response

  Date: 07/24/2023

  Hello, 
  
  I'm sorry, but I have reviewed all of our call records for your phone number **************, and the last time that we received a call from you was on 3/3/2022. This is the 1st time that we have received a request for your contract to be canceled. We have a no hassle cancellation process. We offer 3 ways to cancel your contract. You can contact our call center at ph# ************,  you can also submit your cancellation request via email at *****************************, or you can submit your cancellation request via your online account. I have attached your Call History to this response. Per your request, your contract has been canceled. No additional payment will be charged to your account. Please feel free to contact me directly with any additional questions. 
  
  Thank you, 
  
  ***************************
  Director ******************* And Support 
  ************ Ext ****

  Customer Answer

  Date: 07/25/2023

   
  Complaint: 20355806
  
  I am rejecting this response because:
  I called two other times and I emailed the cancelation request and I sent the documents through the US mail.

  The March call was probably the third call and was probably when they told me to mail in the original contract.  But it was apparently not received or at least not filed. If they received that call, why are they still drafting the payments?

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

  Business Response

  Date: 07/26/2023

  Hello, 

  I'm sorry, but you were not communicating with ForeverCar. Maybe you were speaking with your ************* Our phone number is ************ and our address is *****************************************************************************. Your BBB complaint is the 1st correspondence that we received from you, requesting to cancel. Please forward all of the past emails that you sent to ********************************* so that we can get this situation resolved. 

   

  *******************;
  Director ******************* And Support 
  ************ Ext 5246

   

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20355806
  
  I am rejecting this response because of the attached documentation.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/03/2023

  Hello, 
  
  Per the document that you provided, you were speaking with Assurant, not ForeverCar. I have backdated your cancellation to the date of the email, 4/4/2023. You will see the refund in your account within 48/72 business hours. 
  
  

  Thank you, 
  
  Orlando ******
  Director ******************* And Support 
  *********************

  Customer Answer

  Date: 08/07/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find it acceptable.  Please note, Forever Car required me to contact Assurant for the cancelation and then did not honor it for many months and caused a huge amount of aggravation.
  
  Sincerely,
  
  ***************************

• 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.

  I have had forever car since 2018. When needing my car repaired they dropped the ball. They cancel my warranty without my knowledge. On 6/21/23, I spoke to a ************************* who refuse to assist me and stated a ******************************* would return my call. This is absolute wrong and bad business on forever car behalf. The car they refuse to repair is a 2012 Infiniti G37. when trying to reach out by email. I never put an email on file so forever car is making this task very difficulty.

  Business Response

  Date: 06/23/2023

  Hello, 
  
  Per your conversation with ******, we did not cancel your contract. Your contract expired. On 5/1/2018, you purchased a 60 Month/60,000 Mile plan from our Sales Rep ****** At the time of purchase your vehicle had ****** miles. *** contract had a 30 day and ***** mile waiting period, before the coverage became active. Due to the waiting period, your contract's expiration was set at 6/1/2023 or ****** odometer miles, whichever occurs first. That information is listed on the Welcome page of your contract and it was also listed in your Online Account. I have attached your contract to this response for you to review. Additionally, I have reviewed the sales call that you had with ***** and he did correctly explain the coverage to you. I have attempted to contact you several times to review the call recording, but I have been unsuccessful. Please feel free to contact me directly with any additional questions. 
  
  Regards, 
  
  ***************************
  Director ******************* And Support
  **********************
  ***************************************

• Initial Complaint

  Date:06/06/2023

  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.

  I have a Gold plan MECHANICAL REPAIR COVERAGE thru ********************* for my 2015 ******* Genesis **** automobile. When the *** brake system warning light showed on the driver display I took the car to the dealer on 2 June 2023 and they stated that they had to "replace abs brake sensor and hub bearing cxp" at a cost of $1228. When the dealer called Assurant their rep denied the claim by saying these components were not covered.I disagree because item 12 of the contract showing what is covered is written as: "12. ADVANCED COMPONENTS Anti-lock brake system, power seat motor(s) and ...."When I complained to Assurant they said the claim was denied because the abs sensor and the wheel hub were not explicitly listed on the contract. So, despite the facts that the "Anti-lock brake system" is covered the components that make up that system (such as the abs sensor and hub) are not covered unless they are explicitly mentioned. This makes no sense and is a clear violation of commonsense and plain English to say that the system is covered but the components that make up the system are not covered. In essence, Assurant is saying that nothing is covered at all.

  Business Response

  Date: 06/07/2023

  Hello, 

  We have received the following response from your Plan Administrator, Assurant. 

  "Good Morning
  
  Denial is incorrect. The contract states Anti Lock Brake system, meaning all components of the anti lock brakes. This components should be covered by **.
  I will address this with the agent's supervisor whom denied the claim.  If we can please obtain a copy of the paid invoice to refund the member. 
  
  
  Thank you

  Supervisor Universal Agents"

   

  I attempted to contact you this morning. Please call me back at your earliest convenience. I will also send you an email so that you can send me the paid invoice for ***********. 

   

   Regards, 

  *******************;
  Director ******************* And Support 
  *********************

   

  Customer Answer

  Date: 06/07/2023

   
  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.

  I thank ForeverCar for their prompt response and very good customer service.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/03/2023

  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.

  Account# ********** Car VIN ***************** Contract number# CVSCSUB0221635 My car needs a new transmission It has been waiting for the part over 4 months; I am still awaiting the repairs to be done to the car. The company has repeatedly stated that they don't have the part to repair the car. I am renting a car to get to work daily

  Business Response

  Date: 06/06/2023

  HI Ysa, 

  I have received the following response from your Plan Administrator, **********. 

  Hello,
  
  A Resolutions Representative has been assigned to act as the customers one point of contact on behalf of **********. Updates to their claim will be provided until the customer has their vehicle back and working correctly.
  
  Please advise if you have any questions or in need of further assistance.
  
  Thank you,
  
  Customer Service Manager
  silverrockinc.com
  
  Please feel free to contact me directly with any additional questions or concerns. 
  

  Thank you, 
  
  *******************;
  Director ******************* And Support 
  ********************* 

• Initial Complaint

  Date:03/30/2023

  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.

  Purchased the gold warranty. Took the car to an approved car facility. Issue ended up being the ignition coil. ***** was originally denied because the spark plugs were not replaced at or before ******* miles. **** through the effort to locate the receipt and provided proof the spark plugs were replaced at ****** miles. ***** was denied again even after proof was shown.

  Business Response

  Date: 03/30/2023

  Hi Ben, 

  I received the following response from your Plan Administrator, Assurant. If you have any additional questions, please feel free to contact me directly. 

   

  Regards, 

   

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

  Director ******************* And Support 

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

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

   

  Good Afternoon,
  
  The shop called and said the spark plug was the cause of failure. They stated the plug had excessive carbon buildup and caused the ignition coil to fail. Because the spark plug was the cause of failure and spark plugs are excluded, denying the claim is the correct course of action. But the adjuster denied the claim for the wrong reason. The adjuster did tell the shop that the denial was due to the lack of maintenance to the spark plugs which is the incorrect denial reason. It should have been denied due to the cause of failure not being covered.
  
  Its our responsibility to make sure that the correct denial reason is used and expressed when denying the claims. Because that wasnt conveyed correctly we are going to overturn the denial and cover the ignition coil replacement. Please let the customer know that any future failures caused by the spark plugs will not be covered.
  
  Also, Im not showing that the customer called us to ask any questions about the denial. We strive to get it right on the 1st time but we do have processes in place where we can review claims to determine if it warrants a correction or overturned denial. We would ask in the future that the customer contact us directly to allow that process to play out.
  
  We called the shop back and the vehicle was still there so we authorized the repair.
  
  

  Thanks,
  
  

  *****************
  Automotive Claims Supervisor