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:02/02/2023

  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 an extended warranty for my 2018 Jeep Grand Cherokee thru Carchex. Renascent Protection Solutions LLC (formerly Allegiance??) purchased the warranty from Carchex. I am trying to get final approval on a claim and Renascent is not answering phones or responding for a week or more. I want my claim formerly and fully approved.

  Business Response

  Date: 02/10/2023

  This response is written with regard to the Better Business Bureau complaint of **** ******, Complaint ID 18972150, received on February 2,  2023.
  
  Our systems have been down companywide for more than a week, coming gradually back online this week and more fully beginning on Monday of next week. We sincerely apologize for any disruption or confusion this outage presented to consumers. We have had a statement up on our public facing website during this time period, however, we realize that not everyone reviews the website. 
  
  While our system comes back online, we have established alternate mechanisms to file a claim. You may have the repair facility reach out to our claims department via email at ****************** or you may have the repair facility file a manual claims submission via our website Manual Claims Submission | Renascent Protection Solutions (***********.com).
  
  
  Should you require additional information, please feel free to contact me at ********************.

  Customer Answer

  Date: 02/13/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18972150
  
  I am rejecting this response because: Yes, the vendor was responsive after I escalated to BBB.  I appreciate that.  Yes, the vendor has contacted my Auto garage and conveyed approval.  Yes, I have an appointment for the radio to be installed (reason for Warranty claim & subject of this complaint).  BUT, the appointment is not until March 2nd where final approval from the vendor will be received and when I can say that this case is closed.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:01/17/2023

  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 an extended warranty with Performance First for my 2018 Land Rover Range Rover supercharged car for thousands of dollars. They are engaging in fraudulent practices by claiming exclusions and or lack of coverage for repairs that are authorized under the contract. I have attached a copy of the extended warranty and the service record for the last repair that they denied. I have also attached emails from Land rover and warranty company regarding latest issue and findings and their response letter which is clearly in bad faith. They are trying to railroad the policy holder into not obtaining repairs for fear of being stuck with a $12,000 repair bill in bad faith and in breach of the contract. Please have BBB issue an F rating for this company based on fraudulent business practices.

  Business Response

  Date: 01/23/2023

  This response is written with regard to the Better Business Bureau complaint of Saar ********, Complaint ID 18826807, received on January 17, 2023.
  
  Thank you for patience while we further investigated this matter. Upon review of Mr. ********** claim file, it was determined that Mr. ********** claim is currently opened and active.  We are waiting upon the repair facility to confirm engine teardown has been completed and to provide details of the cause of the mechanical failure so we can schedule a vehicle inspection. Once the inspection has taken place, the final adjudication of Mr. ********** claim will take place.
  
  Of note, RPS is concerned and puzzled that Mr. ******** has already filed a claim with the BBB when no final decision has been made to either approve or deny his claim. The decision will, however, be made independent of this action by Mr. ********.
  
  Should you require additional information, please feel free to contact me at [email protected].

• Initial Complaint

  Date:01/13/2023

  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.

  Policy # ********** I have had coverage with them for three years adn they take $150 from my account every month. 

  I filed a claim with them on 9.14.22 when I took my Ford Expedition into the shop. They sent a rep.

  Yesterday, I was told my claim was denied as I had not not kept up the scheduled maintenance. 

  I am going to contact my Ford dealership to ask for the records. 

  I have not had my Ford Expedition since then, and neither the dealership nor the warranty company has been in touch with me or advised me on the cost of the repairs.

    

   

  Business Response

  Date: 01/18/2023

  This response is written with regard to the Better Business Bureau complaint of **** ******, Complaint ID 18807369, received on January 13, 2023.
  
  Thank you for patience while we further investigated this matter. Upon review of Mr. ******’s claim file, it was determined by the use of a third-party inspection company that the mechanical failure was directly attributable to lack of scheduled maintenance required by the manufacturer. There is varnish from burned oil coating everything visible and it is heavily coated on the underside of the valve cover. The heavy varnish accumulation inside the engine restricted oil flow to the top end. The cam cap and cam shaft were scored, with such scoring being consistent with oil starvation. All of this is a result a maintenance history of infrequent or no oil changes.
  
  The contract excludes mechanical failure directly attributable to lack of scheduled maintenance required by the manufacturer. Oil changes made in accordance with the manufacturer’s required frequency are necessary maintenance. The manufacturer’s required oil change frequency would not result in heavy varnish accumulation or oil starvation as found in Mr. ******’s vehicle’s engine. As a result of the third-party inspector’s inspection report, Mr. ******’s breakdown is attributable to lack of maintenance which is excluded from coverage under his contract. This exclusion may be found in Mr. ******’s contract under Section V. WHAT IS NOT COVERED, item E.  
  
  Thus, Allegiance was able to establish that we are standing by our decision to deny Mr. ******’s claim based upon the terms of the contract.

  
  Should you require additional information, please feel free to contact me at [email protected].

• Initial Complaint

  Date:12/28/2022

  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.

  ~ Date of transaction: 5/09/2022 ~ Amount of money I paid for the service: $4,400.00 ~ What the business committed to me: Mechanical warranty on parts, see attached contract which provide all the exclusions and nothing is mentioned regarding thermostats, which they refused to pay. ~ Nature of dispute: Pay for repair services under the contract. They did pay for a PDCC pump but refused to pay for thermostat pump repair. ~ Whether or not the business has tried to resolve the problem; No, they do not communicate with me. ~ Contract number: ********** which is listed on attached contract

  Business Response

  Date: 12/30/2022

  This response is written with regard to the Better Business Bureau follow up to the complaint of ****** ********, Complaint ID 18651571, received by us on December 28, 2022.
  
  Thank you for your patience while we further investigated this matter. Upon review of Mr. ********** file, we were able to establish that we are standing with our decision of the denial of Mr. ********** claim
  
  Mr. ********** claim has been properly denied as the repair facility only received prior authorization from us to repair the power steering pump and not the water pump, or thermostat.  The repair facility repaired the water pump and thermostat without receiving prior authorization from us.  Mr. ********** contract states in Section V. WHAT IS NOT COVERED, letter P. “FOR ANY CLAIM FOR REPAIRS MADE WITHOUT PRIOR AUTHORIZATION FROM THE ADMINISTRATOR.” And in Section VII. CONTRACT HOLDER’S RESPONSIBILITIES, subsection B, item 3, Any claim for repairs without prior authorization will not be covered.” Thus, as the contract terms require, the portion of Mr. ********’ claim that received the prior authorization has been approved and the part of it that did not receive the required prior authorization is denied. Our company is required to act within the terms of the contract and has done so in this matter.
  
  Should you require additional information, please feel free to contact me at [email protected].

  Customer Answer

  Date: 01/04/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18651571
  
  I am rejecting this response because: 

  
  

  It seems RPS intentionally did not respond to the shop's requests for repair. They did not respond for 2 ½ weeks and I was without transportation so had no choice but to have the car repaired in hopes they would approve the repairs. Please see email chain, attached.....
  
  Regards,
  
  ****** ********

  Business Response

  Date: 01/13/2023

  This response is written with regard to the Better Business Bureau follow up to the complaint of ****** ********, Complaint ID 18651571, received by us on December 28, 2022.
  
  Thank you for your patience while we further investigated this matter. Upon review of Mr. ********** file, we were able to establish that we are standing with our decision of the denial of Mr. ********** claim
  
  Given Mr. ********’ rejection of our response, we re-examined the file on this matter. Mr. ********** claim was properly denied as the repair facility only received prior authorization from us to repair the power steering pump and not the water pump, or thermostat. As previously stated, the repair facility repaired the water pump and thermostat without receiving prior authorization from us. 
  
  Mr. ********** contracts states in Section V. WHAT IS NOT COVERED, letter P. “FOR ANY CLAIM FOR REPAIRS MADE WITHOUT PRIOR AUTHORIZATION FROM THE ADMINISTRATOR.” And in Section VII. CONTRACT HOLDER’S RESPONSIBILITIES, subsection B, item 3, Any claim for repairs without prior authorization will not be covered.” Thus, as the contract terms require, the portion of Mr. ********’ claim that received the prior authorization has been approved. The portion of the claims made by Mr. ********’ repair facility that did not receive the required prior authorization were and are denied. Our company is required to act within the terms of the contract and has done so in this matter.
  
  The claim file timeline that represents Mr. ********’ interactions with our claim staff has been reviewed by our management staff and Mr. ********’ claims regarding the timeline does not accurately represent the true nature of the interactions.
  
  Should you require additional information, please feel free to contact me at [email protected].

  Customer Answer

  Date: 01/20/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18651571
  
  I am rejecting this response because: 

  
  

  I have yet to see any of my recent emails answered by RPS and will require all communications (Call logs and emails) RPS had with the shop so I find some resolution with my complaint. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:12/22/2022

  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.

  The dealership required me to get warranty for my vehicle at the time of purchase although on the contract it states optional and it was $4,000 which I paid to ensure I have a peace of mind in the event I run into any issues in 2 years. I have a check engine light that came in for error code P0128 and have been getting a run around by this company who does not want to pay the mechanic for the repairs claiming they need paper work which the mechanic provided and even had the mechanic resent. They are very rude and waste my entire day giving me a round and even hung up on me a few times when I attempted to reach the company to resolve my issue. They are not even willing to pay $400 for repairs for a warranty I paid $4000 for not are they willing to refund my money. I don’t see how this is legal and I’ll be getting in contact with a lawyer to get this resolved.

  Business Response

  Date: 12/29/2022

  This response is written with regard to the Better Business Bureau complaint of ****** ******, Complaint ID 18630533, received on December 22nd, 2022
  
  Thank you for your patience while we further investigated this matter. Upon review of Mr. ******’s claim file, we determined that Mr. ****** contacted us to start a claim on December 23rd, 2022, which is the day after he filed a BBB complaint.  We contacted the repair facility to authorize the repairs and submit the repairs for payment.  Mr. ******’s claim has been paid.  We also show Mr. ****** filed a claim on November 23rd and that claim was authorized and paid. As such, we are unsure as to the issues behind Mr. ******’s complaint, as both claims he has made have been approved and paid for.
  
  Should you require additional information, please feel free to contact me at [email protected].

  Customer Answer

  Date: 12/29/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  

  
  Complaint: 18630533
  
  I am rejecting this response because:  They didn’t even research the claims or review calls as to what the issue is.  Their response clearly shows why they should not be in business.  How is it acceptable for a business to hang up on customers when the customer has been on hold endlessly and constantly being transferred to voicemails where they never follow up with their customers.  
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:12/22/2022

  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 service contract ( car warranty) and ********** was the servicer but Renascent took over. I had an issue with my car on November 21, 2022 at which time I had my car towed to the nearest GMC dealer from my home. I told the dealership the car was covered under warranty and gave them the contact information. The dealership was very kind and on top of everything. They determined that a new transmission was needed. Renascent determined that they wanted the dealership to tear down the transmission to cause the reason for the failure. The dealership told me that they did not understand what difference it made as to why because it was clear that a transmission was needed and that the warranty company would need to eithr replace it or have it rebuilt. Then on 12/19/22 I called the dealer to ask for status as it has almost been a month now and the car is still not being repaired. They told me that an inspector had to come and make sure that what the dealership is stating is correct. The dealer saw no issue to be concerned about. Then on 12/22/22 I got a call from the dealer that the warranty company is refusing to pay the claim stating that there was preexisting issues prior to the contract. I asked the dealer where did that come from and they said they have no clue but thats what they were told. I called the company Renascent and spoke with **** the adjuster who refused to providde me with a written copy of the denial and told me the decision is what it is. I asked how they arrived at that decision and he could not give me specific details. I told him I had gathered previous service reports but no one had asked me for them, he said he did not need them. I have paid for the warranty but yet they are just saying they are not gonna pay for the repair even the cost of having the dealer ship tear down the trnsmissionand now I still have a car that is not fixed. Now I find ths company is NOT accredited by the BBB as I write this complaint. This is criminal!

  Business Response

  Date: 12/29/2022

  Not sure how I respond to this complaint as there is nothing attached. 

• Initial Complaint

  Date:12/19/2022

  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 was advised by Ken Ganley of Bedford on 12/17, I need a right wheel bearing replacement. The dealership quoted me 681.75 including tax, labor, and parts. The dealership called me on 12/19 to advise my warranty has a $100 deductible, I’m responsible for $4x.xx for the nuts and bolts (which I’m aware of, I don’t agree with this miscellaneous charge when nuts or bolts are required with any assembly. My entire warranty is $45xx.xx so why isn’t included). The dealership then advised that they needed a follow-up because the claims adjuster **** ***** (unsure if this is the right spelling) said the warranty company is only willing to cover $157 of a $278 part. I left a voicemail for **** to call me back to discuss this matter. **** was rude and exemplified 0 customer service etiquette. He was combative and barely let me ask any questions. **** advised the warranty company reserves the right to use after market parts vs OEM parts. There is NO authorized dealership and very seldom do smaller shops use after market parts. I asked **** for his last name, he responded “I don’t have to give that you. I’m the only **** here.” I asked for his claims adjuster ID - he also refused that. I responded, “so you do not have a last name and you can’t provide your ID.” He replied, “duh I have a last name.” I disconnected the call because this was horrific treatment. I’ve had the warranty since August 2022. No late payments, no previous claims. If this is how I’m going to be treated I can go elsewhere.

  Business Response

  Date: 12/21/2022

  This response is written with regard to the Better Business Bureau complaint of ****** ******, Complaint ID 18614148, received on December 19th, 2022
  
  Thank you for patience while we further investigated this matter. Upon review of Ms. ****** claim file we determined that Ms. ****** contacted us to start a claim on December 19th, 2022, which is the same day she filed a BBB complaint.  We authorized payment for the aftermarket part. Per Ms. ****** contract in Section II. Schedule of Coverage, Supreme Coverage, it states Reimbursement amounts for replacements parts or components may be based on new, non-OEM, remanufactured, or used parts at Our sole discretion.  The aftermarket part has the same warranty length as the OEM part. As our company has the contractual right to utilize non-OEM parts that have the same warranty, that was well within the routine operational procedures of our company.  We contacted the repair facility to authorize the repairs and submit the repairs for payment.  I also want to mention that our company policy states that our claim adjusters do not give out their last names.  Our claim adjusters only provide their first name and their extension.  Our Claims Director pulled the call and Tito, the claims adjuster was very patient with Ms. ****** and in no way was he combative or disrespectful. He was calm, cool, and collected during the call. 
  
  Should you require additional information, please feel free to contact me at [email protected].

  Customer Answer

  Date: 01/05/2023

  I was advised by Ken Ganley of Bedford on 12/17, I need a right wheel bearing replacement. The dealership quoted me 681.75 including tax, labor, and parts. The dealership called me on 12/19 to advise my warranty has a $100 deductible, I'm responsible for $4x.xx for the nuts and bolts (which I'm aware of, I don't agree with this miscellaneous charge when nuts or bolts are required with any assembly. My entire warranty is $45xx.xx so why isn't included). The dealership then advised that they needed a follow-up because the claims adjuster **** ***** (unsure if this is the right spelling) said the warranty company is only willing to cover $157 of a $278 part. I left a voicemail for **** to call me back to discuss this matter. **** was rude and exemplified 0 customer service etiquette. He was combative and barely let me ask any questions. **** advised the warranty company reserves the right to use after market parts vs OEM parts. There is NO authorized dealership and very seldom do smaller shops use after market parts. I asked **** for his last name, he responded "I don't have to give that you. I'm the only **** here." I asked for his claims adjuster ID - he also refused that. I responded, "so you do not have a last name and you can't provide your ID." He replied, "duh I have a last name." I disconnected the call because this was horrific treatment. I've had the warranty since August 2022. No late payments, no previous claims. If this is how I'm going to be treated I can go elsewhere.
  

  
  

  Business Response

  Date: 01/10/2023

  This response is written with regard to the Better Business Bureau complaint of ****** ******, Complaint ID 18614148, received on December 19th, 2022
  
  Thank you for your patience while we further investigated this matter. Ms. ****** rejection was simply a reiteration of her prior complaint. As such, after our review of Ms. ****** claim file, we determined that Ms. ****** contacted us to start a claim on December 19th, 2022, which is the same day she filed a BBB complaint.  We authorized payment for the aftermarket part. Per Ms. ****** contract in Section II. Schedule of Coverage, Supreme Coverage, it states Reimbursement amounts for replacements parts or components may be based on new, non-OEM, remanufactured, or used parts at Our sole discretion.  The aftermarket part has the same warranty length as the OEM part. Our company has the contractual right to utilize non-OEM parts that have the same warranty and thus that was well within the routine operational procedures of our company.  We contacted the repair facility to authorize the repairs and submit the repairs for payment.  I also want to mention that our company policy states that our claim adjusters do not give out their last names.  Our claim adjusters only provide their first name and their extension.  Our Claims Director pulled the call and Tito, the claims adjuster, was very patient with Ms. ****** and in no way was he combative or disrespectful. He was calm, cool, and collected during the call. 
  
  Should you require additional information, please feel free to contact me at [email protected].

  Customer Answer

  Date: 01/18/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18614148
  
  I am rejecting this response because: Tito was not patient. His supervisor was condescending and rude as well. Yes, I was unaware after market parts could be used. However, this company found the absolute cheapest part and did not look at the reviews of the item.

  Tito did not provide his last name or extension. I was given that information from the dealership.

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

• Initial Complaint

  Date:12/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have an auto warranty / vehicle services contract (VSC) through a company called Performance First, administered by a company called Scioto Administrators Corporation, located at 5500 Frantz Rd., Suite 100 Dublin, OH 43017 (Provider) to cover a BMW 650I X-Drive Awd Twin Scrl Twin Trb, vehicle VIN *****************. A Licensed Repair Facility (LRF) as defined by our vehicle service contract has assessed a repair and remitted an invoice for $3201.54. Prior to authorizing the LRF to do the work, I called the Provider to ensure the type of work needing to be done would be covered, they replied likely but until the repair was assessed they could not be for certain. The Provider proceeded to do an independent assessment of the damage by their adjuster "*****". ***** authorized the repair at 1024.28 citing the availability of aftermarket parts and higher than expected labor which was higher than book figures. Now there is a dispute between the LRF and the Provider for the amount of the cost of repair. The Provider refuses to: 1) cover the cost of repairs as indicated by the LRF 2) remove the car to another LRF to complete the work at their authorized expense amount and / or 3) pay the diagnosis cost at the LRF which occurs when work is not completed but diagnosis occurs so that the car could be removed from the LRF. In terms of resolution: Our preference is that the car is simply repaired, regardless of where, to the state in which the car would be if this problem had not occurred. If this cannot occur, we are open to mediation and up through terminating the contract if mediation cannot lead to a resolution.

  Customer Answer

  Date: 12/12/2022

  Good afternoon, 
  
  Please note that I am attaching screenshots of the part numbers and their cost as well as the total invoice amount, and the amount required to pay for the diagnostic to get my car from Vista BMW (230), the licensed repair facility. 
  
  Please note that the LRF acknowledges that the Provider has approved the work. This is important as it implicates contract section VII. B. 4. which says who is responsible for the cost of an estimate if the work is not covered by the contract. Since in this case the worth is covered by the contract, the Provider is responsible for the cost of the estimate. 
  
  Also please note section VI. E. indicating that "In the event of any dispute between [Provider] and the Licensed Repair Facility, [Provider] shall have the right, with [Car Owner's] permission, to remove the Vehicle to a Licensed Repair Facility of [Provider's] choice and at [Provider's] expense." Since there is obviously a dispute here about the cost of the repair, I'm happy to have Provider have the car sent to a different shop to have the repair done so long as it is repaired correctly. 
  
  Thanks,
  **** 

  Business Response

  Date: 01/03/2023

  ****** ****** <sl******@rps-tpa.com>
  Attachments
  Dec 19, 2022, 4:21 PM
  to [email protected]
  
  We are in receipt of the attached letter regarding compliant ID 18545267.  Thank you for providing us detailed information to aid us in our response to you.
  
   
  
  Our response is as follows:
  
   
  
  "This response is written with regard to the Better Business Bureau complaint of Mirjan Petrovic, Complaint ID 18545267, received on December 8th, 2022. Thank you for patience while we further investigated this matter. Upon review of Mr. Petrovic’s claim file, we determined that Mr. Petrovic contacted us to start a claim on December 8th, 2022 which is the same day Mr. Petrovic filed a complaint with the BBB.  We contacted the repair facility to authorize the repairs and submit for payment. Mr. Petrovic’s claim has not been denied and his claim is currently opened and active. Should you require additional information, please feel free to contact me at sl******@alltpa.com."
  
   
  
  Any questions, please let me know.
  
   
  
  Thank you!
  
  ****** L. ******
  
  Director of Compliance
  
  Renascent Protection Solutions, LLC
  
  5500 Frantz Rd, Suite 100
  
  Dublin, Ohio 43017
  
  Office: 800-457-7703 ext. 4320
  
  Mobile: 614-207-3153
  
  Fax: 614-652-2895
  
  sl******@rps-tpa.com
  
   
  
  RPS logo horiz w-Allegiance Pantone.png

• Initial Complaint

  Date:12/07/2022

  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 contract on August 13, 2022. About a month later, my car had engine trouble, and I promptly called the third-party repair company. They instantly denied my claim, telling the dealership I didn't pass the timeframe criteria.

  With contract in hand, I called the third-party company who admitted I did in fact pass both timeframe AND mileage criteria, but stated "it didn't make sense" for a part to degrade in 30 days. I explained the car was used, passed the CarFax and, that "didn't make sense" was not in the contract.

  I called Carchex and informed them that I wanted to dispute the claim denial. They were all for it and explained they would send out an inspector to examine the car. I sent CarChex the dealership service records, which showed every single service since the car was purchased. They stopped all communication with me.

  Since then, I have tried cancelling the contract and have sent emails, left voicemails and a fax, to which there is still no response. The only people who answer the phone is the sales department, to get more contracts. All other communication avenues with them lead to voicemails and music. This is an extreme disappointment, as I am out of a car that I am still paying for; and Carchex is still taking my money.

  Business Response

  Date: 12/08/2022

  This response is written with regard to the Better Business Bureau follow up to the complaint of ****** *******, Complaint ID 18536194, received by us on December 6, 2022.
  
  Thank you for your patience while we further investigated this matter. Upon review of Mrs. *******’s file, we were able to establish that we are standing with our decision of the denial of Mrs. *******’s claim
  
  Mrs. *******’s claim has been properly denied as her contract does not cover preexisting conditions as stated in Section V. WHAT IS NOT COVERED, letter L. “FOR ANY BREAKDOWN OCCURRING PRIOR TO THE CONTRACT PURCHASE DATE, OR ANY BREAKDOWN DURING ANY APPLICABLE WAITING PERIOD DESCRIBED UNDER "CONTRACT PERIOD".
  
  Mrs. ******* was 33 days and 97 miles into her contract. The level of wear on the timing chain and tensioners could not possibly have occurred in that short time frame, thus, it was a pre-existing condition, namely the timing chain was already in a failed state prior to purchase of the contract.
  
  Should you require additional information, please feel free to contact me at *********************

  Customer Answer

  Date: 12/08/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18536194
  
  I am rejecting this response because: 

  I am requesting a cancellation of this policy and an apology based on poor and unprofessional customer service. The response posted by CarChex is both inaccurate and misleading. First, the car did meet contract requirements. The dispute was filed after 33 days and over 1000 miles as stipulated in the agreement. To back up this assertion the car was driven 3 1/2 hours from the dealership to my home. That distance within itself is over 97 miles. Moreover, this information can be verified by the Infiniti Chesapeake dealership, who also informed me the third-party repair company (Allegiance) stated the claim was denied due to not meeting time and mileage requirements. My contract requirements were validated twice by Mr. Newborn and Mr. ***** *********, both CarChex representatives. However, this original, inaccurate information has woven its way back into the issue. This is the first problem.
  
  When submitting the dispute through CarChex, Mr. ***** ********* asked me if I wanted to dispute the denial from the third-party repair company (Allegiance). He then directed me to send the car service records to CarChex, who will then send an inspector to the dealership. The dealership would inspect to the point of failure on the car, at which time I would be notified of a decision. He asked me if I wanted to proceed with the dispute. I stated yes. At that point, I sent the required documents, and CarChex ceased all communication with me. After sending the dealership service records, which showed no prior issues, I was directed to a 15-minute hold times of music and then the phone would hang up. I called continuously and sent emails with no response. This went on for over 30 days.  The only live persons where the sales department, who would direct the phone call to the music channel.  I informed a sales representative I filed a formal complaint with BBB. I received a call two days later. This was the second problem.
  
  Question: How would I know anything about disputing a claim, sending in service records or have the number/email address if a CarChex representative didn’t provide this information?
  
  So, this is not so much about the car, then it is the unprofessional customer service. This is the third and lone problem for why I am cancelling the contract. I cannot continue to pay someone who refuses to communicate, but continue to bill me. Even if the dispute was denied, that was still no reason to completely ignore the customer, refuse to inform me of the denial either by mail, email or verbally; and, only respond when a formal complaint was filed. Since the complaint was filed, Mr. Newborn of CarChex informed me of how to cancel the contract, which can only be done via regular standard mail. I have sent in the cancellation request, and, I am still getting billed. The customer service of CarChex alone is the majority of why I am canceling the contract. So, to be clear I did meet all contract requirements which can be verified by the car dealership in both service records and contract mileage/time requirements. Finally, please stop disseminating a false narrative on preexisting issues and not meeting contract requirements, that can and has been verified by outside entities.
  

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

  Business Response

  Date: 12/12/2022

  This response is written with regard to the Better Business Bureau follow up to the complaint of ****** *******, Complaint ID 18536194, received by us on December 9, 2022.
  
  Thank you for your patience while we further investigated this matter. We have reached out to CarChex to honor Mrs. *******’s request to cancel her contract. Mrs. ******* would need to review Section VI. General Provisions, Section B. Cancellation Provisions as those provisions apply to the cancellation of her contract. She will also need to take into consideration any state disclosure that applies to the cancellation provisions.
  
  Should you require additional information, please feel free to contact me at *********************

• Initial Complaint

  Date:11/03/2022

  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.

  ******* (*******************) 1-800-457-7703 ext. 4147 Supervisor *** (****************) 1-800-457-7703 ext. 7011 RE: Service Contract EF00289204 (VIN Last 6: D99940) I am the Contract Holder of the Performance First - ULTIMATE PROTECTION Vehicle Service Contract for the 2016 BMW 740i referenced above. I have been denied my claim for engine valve cover repair to my vehicle BMW of Las Vegas, including the denial of the towing benefit and the rental car. I have paid out-of-pocket BMW Invoice $3915.17 including tow and diagnostic, $745.50 for rental. I called and spoke to **** G your Adjuster on 11-/3/22 and explained: Your denial is based on the terms and conditions of the Contract and Declarations Page attached that states in bold “The Waiting Period” is thirty (30) days AND one-thousand (1,000) miles from the Purchase Contract Date.” This condition does not apply and application of this in my Claim is erroneous based on the Contact’s previous paragraph (III. GENERAL PROVISIONS, (A) Contract Period. This states, “Coverage under this Contract begins on the Contract Purchase Date (CPD) shown in the Declarations Page…” My vehicle purchase and vehicle service contract purchase (shown in the Declarations page ALL match on October 14, 2022) are on the same date. Therefore the Coverage began on the CPD. The only clause that does not apply to the Mandatory Waiting Period is here: “Any purchase 10 or more days after the original vehicle purchase date, or if the original purchase date is unknown, is subject to a MANDATORY “Waiting Period” before Coverage begins.” This clearly does not apply, and therefore my Claim should be approved and paid. I certainly plan to file in Court based on the facts of the Claim, the vehicle’s full BMW service history in my possession, and Contract Documents showing I am not subject to the Waiting Period since the vehicle and service contract was sold to me at the exact same time. Total reimbursement requested $4660.67.

  Business Response

  Date: 11/07/2022

  This response is written with regard to the Better Business Bureau complaint of ***** ******, Complaint ID 18352112, received on November 3, 2022.
  
  Thank you for patience while we further investigated this ****er. Upon review of Mr. ******’s claim file we determined that Mr. ****** contacted us to start a claim on November 3, 2022.  We contacted the repair shop to get estimates of his mechanical breakdown.  Mr. ******’s claim has not been denied and his claim is currently opened and active. 
  
  Should you require additional information, please feel free to contact me at [email protected].