Complaints

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  An amount of sludge was found in my engine area of my car. Using my warranty for coverage for the engine and turbo damage, AUTTO found that receipts of maintenance were necessary to move forward with my claim. I provided those receipts immediately. Looking for a way out of paying for the claim AUTTO then told me this company was not a business nor was this business at the location provided on receipts. I provided business ownership, location photos and business license. At this point the representative kept getting frustrated and could not answer questions, simply resorting to making me out to be a liar. I literally sat and watched my last oil change taking place first hand while eating lunch at the location. Again, the representative kept fumbling and getting more frustrated in how he was trying to handle not approving the claim for the engine fix. I have provided everything necessary to file a claim against my warranty. Based on the communication from AUTTO this was all that was necessary to confirm approval of claim to move forward. Trying to find ways out of approving a claim was and is very unprofessional and the verbal insinuations from the representative were an absolutely unacceptable means of communication.

  

  Business response

  09/03/2024

  Hi Roberto, 

  The reason for your claim denial was due to sludge being found throughout the engine, as determined by the franchise service shop of your choosing. The contract you agreed to and signed states the following under the "What is not covered/exclusions" section: "Part failure caused by corrosion, rust, carbon build-up, varnish or sludge.". Due to this, and this only, your claim has been denied. We understand that this may be frustrating to you, and we have attempted multiple times to explain this to you over the phone. With that said, Autto has not done anything that goes against what the contract you agreed to and signed states. We look forward to assisting you on any future claims that may occur on your vehicle. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My vehicle was brought in for repair 7/24/2024. The shop tried multiple times to reach Autto with their estimate but received no reply. They tried phone and also emailed. They have submitted the estimate again and was told it would be reviewed but as of today 7/30/2024 they have yet to receive a response on what they will cover. I as the policy holder have called and messaged through their website but have received no updates. They do not answer the phone most of the time and have not responded to email. I had been originally told before claim was submitted that turn around for underwriter to review was a day. I need this to be addressed as my vehicle is sitting waiting to be repaired. I am concerned that they are trying to avoid providing the coverage that I have been paying for.

  

  Business response

  08/02/2024

  We want to sincerely apologize that your claim has not gone as smoothly as expected. Our call records indicate that the service shop first tried to reach us on the morning of July 25th and left a callback number, to which we called the shop back 30 minutes later and was unable to connect with the service advisor and left a voicemail for him. The service advisor then called us back and connected with one of our agents at 4pm that same day. During that call, we educated the service advisor of the correct email address that they needed to submit the estimate to. At this point, the estimate was received but unfortunately due to a technical issue on a new email routing system, the estimate was not assigned to a claim underwriter. This technical issue has since been resolved and your claim has been processed. You can anticipate a much smoother claim process in the future, but we understand your frustration and apologize again for the delay.

  Customer response

  08/05/2024

   
  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

  02/28/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Bought a used vehicle with warranty service contract. I was misled by the dealer as to the high cost of the contract. I tried to cancel it because I also dont need it but I was advised I only had 20 days and Im 8 days over. They refused to cancel my contract. The language in the contract is difficult to understand. They charged me ***** for this contract when the dealer advised it was ******. I dont any or need this contract. Can you please help me?

  

  Business response

  03/06/2024

  Hi, unfortunately we are not able to confirm whether the dealer misled you about the cost of the contract, as we were not present at the time of sale. With that said, we will pass this info over to the selling dealer and ensure their selling practices are not misleading. Additionally, we would encourage you to reach out to the selling dealer and explain your situation to see if they can assist in any way. The service contract you signed and agreed to had the selling price clearly listed on it, along with the cancellation terms. At the time of notifying us that you wished to cancel, the cancelation period had ended. We look forward to serving you for the duration of your contract, and proving to you your purchase was worth it. 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Three years ago I purchased a full auto warranty through an auto dealer to cover vehicle repairs and problems. Premiums were paid and now we have been seeking a repair approval for two weeks. I had previously used this service and the authorization came through in a few days. Now I've been without my truck almost two weeks without repairs being authorized that need to be done. I'm looking for this work to be approved. If we hit three weeks then I'm demanding full refund based on service level agreements stated in my contract. Please get it done and authorized.

  

  Business response

  02/12/2024

  Hi **********, 

  We have looked into your claim and have found that we did not get alerted of any issue on your vehicle until February 8th. We received a repair order on the morning of the 8th at 9:40am from ****************, which was the first we had heard your vehicle was having issues. We then sent an approval letter to you and **************** for the claim by 1:51pm that same day. If your vehicle was at **************** for 2 weeks prior to that date, we were not notified of that.

   

  Customer response

  02/12/2024

   
  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

  12/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AUTTO,WILL NOT HONOR A CLAIM ON 2007 CADILLAC ESCALADE. THAT I OWN AND PURCHASED EXTENED WARENTY FOR THROUGH Autto and they are refusing to pay for legitimate claim because i own my own shop,was told to take it to another shop,to get a second estimate. AFTER PAYING 120.00 FOR THEM TO CHECK IT OUT THEY REFUSED THEM ASWELL

  

  Business response

  01/02/2024

  Hi ****
  
  We have looked over you history with us, and confirmed that up to this point we have paid out over $2,300 in claims for you, and will continue to cover your vehicle for the next 3 years. For those first claims you have had with us, we made an exception to our normal rule of not approving claims when you are doing work on your own vehicle. This rule was implemented unfortunately due to customers fraudulently applying for claims, and/or the work not being done to the correct standards, but regardless we made an exception for you. You then had a third claim within a span of 3 months, at which point it was flagged in our system that we would need a second opinion from someone besides yourself as an independent unbiased party to look over the vehicle to ensure that the requested work was necessary. We located a few shops nearby and directed you to take the vehicle to one of those shops, but instead you took your vehicle to a shop across the street from your own shop, to which you stated you had a business relationship with. Our underwriters determined that this did not qualify as an independent unbiased inspector due to your existing relationship with the shop, and we again requested you take your vehicle to another shop. We haven’t refused to pay for anything at this point, and in fact have already paid out thousands for previous valid repairs. For your current claim, however, we are requesting that you deliver your vehicle to independent shop for a second opinion before moving forward, and we will happily pay any amount that is covered on your contract if they find that your vehicle requires it. 

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed a claim in March 2023, claim was approved for approx **** I never received a check. They continue to promise the are resending. They claimed they mailed several times. They then said they would wire me the claim after several more weeks of funds not seen I called abs they said the wire failed. I demanded they ***** me check immediately. They agreed to do so. Currently I have not received. I would like my claim and rebate for my warranty. They have failed upon the agreement. 5 months and many hours following is not acceptable and breachs the *****************.

  

  Business response

  08/04/2023

  ******** has been sent multiple checks to the address she has requested they be sent to, and she claims it they have never been delivered. We aren't sure why they weren't delivered, but after the 2nd one wasn't received we attempted to ACH her money but her routing number didn't support wire transfers. On July 27th, we ended up mailing a priority mail envelope to her address again that required a signature. Delivery was attempted on Saturday July 30th, but no one was available to sign. We contacted ******** and informed her that delivery had been attempted and that she needed to contact the post office for advise on next steps. There are some instances where mail struggles to get to certain destinations, and we have tried several different options to get ******** her money. At this time, we are waiting to see if ******** has received the latest check we attempted to deliver.

• Initial Complaint

  02/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were sold an auto warranty under the conditions that when we sold the vehicle roughly 1 year later we would recoup the remaining balance of the warranty if we hadn't filed a claim. I mean to say if the warrenty was $2500.00 and it covered for 5 years, if ********** in 1 year later exactly we would be able to call and get a refund of the remaining 4 years of coverage, or $2,000.00. We recently recently sold the vehicle and called to request our refund. We were told that unfortunately our policy doesn't have that function. So we diligently maintained our vehicle only to be denied when time for a refund comes along. Very very disappointing. I will get the additional supporting documents and upload them at a later date.

  

  Business response

  02/20/2023

  We are sorry if the selling dealership gave you incorrect information about your specific service contract. The service contract you purchased clearly outlines the cancelation periods and you signed the contract by stating you have read, understood, and agreed to all of its terms. We have extensive training that our dealers have to go through before they are authorized to sell our service contracts to ensure incorrect information is not provided to customers. In the end though, we don't have control over what the selling dealership tells their customers as we are not there to watch over them at all times.

  If your claims are true, it seems that most of your frustration should lie with the incorrect information provided to you by the dealer and not with us as we were not there when you purchased the vehicle. We will immediately schedule another training for the dealership that sold you your service contract to ensure they are explaining the service contracts with the utmost integrity. With that said, we would highly encourage you to contact that selling dealership and engage with them on your frustrations. We believe the dealers should be held accountable for their actions, and the best way to do that is to talk with them directly.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took in my Truck to have a repair. It is impossible to know without pulling the parts in questions apart to know the extent of what needs to be repaired. The Autto person (******) told me that they would reimburse a certain amount to replace the manifold gasket and bolts that needed to be replaced. He state dup front that his underwriter who hadn't seen it recommended replacing the exhaust manifold also. He recommended that I go to a second repair shop.. a diesel place. I looked the company they recommended and they had a bad reputation locally. I trust my initial guy who said once it was pulled apart that the exhaust manifold itself wasn't damaged. So I told him to fix it. ****** is now telling me that the repair now will not be covered. i explained that I didn't like being pushed to go to a repair shop that would do more than was needed AND to a company that had a bad reputation.Pushing me to a company who over repairs parts not broken AND that has a bad rep ********* me.****** told me I had limits on the amount that would be covered in engine repairs in total but then he was pushing to repair things that didn't need it.My wife was correct... Extended auto repairs like this are a scam. Stay away. Stay away.

  

  Business response

  02/20/2023

  We have been in contact with this customer since the initial complaint, and believe we are working towards a resolution. 

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a used Lexus from ********. ******** sold me a warranty package from Autto in Sept 2022. I've been trying to reach the company to no avail. I put my car in the shop for repairs. The shop tried to reach Autto with no avail. I have since found another warranty company and would like to cancel with Autto but cannot reach anyone and have not heard back from my voicemail messages. I will try an see if my finance company can reach them as well. Very frustrating!

  

  Business response

  10/25/2022

  Hi, our phone log shows that this customer called us for the ****************** time on October 5th (the same day this complaint was filed) at 2:35 pm and left us a voicemail. Our team was unable to answer her 1st phone call due to high call volume at that time. Before we were able to return her voicemail, she called in again and was able to connect with one of our representatives at 3:36 pm. During that call, we were able to begin the process of cancellation for her contract with us. We have spoken with her since then as well. We believe this compliant to be mended at this time. 

*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. ↩