ComplaintsforRenascent Protection Services

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got my car is may 2023 so I’ve only had it for about 3 months. My engine failed last month and the cause stated by BMW was due to “lack of lubrication”. When I called the warranty company about this I was told SEVERAL times my claim was denied due to “lack of lubrication”. I then saw a provision under Georgia (where I bought the car) and it specifically states none of my claims can be denied based on lack of lubrication. When I pointed this matter out I was put on hold for an hour and the goal post was moved. Instead now they claim it was due to negligence referring to part D of my warranty. However part D talks about lacks of lubricant which is already denounced in the provisions. The employees are extremely rude and they are NOT looking to help. If there is any way they can put the blame on you they will do their best to do so. Now I have to seek legal assistance to help my claim get covered. Because I have a 3 month old car with a broke down engine. Anyone who owns or has owned a car knows an engine failure within 3 months of purchase is absolutely crazy that I wouldn’t be covered. Again I cannot stress this enough do not give this business your business. And before you buy a car make sure the extended warranty is not with this company.

  Business response

  09/11/2023

  This response is written with regard to the Better Business Bureau follow-up to the complaint of ******** *****, Complaint ID BBB-20510208, received by us on August 24, 2023.
  
  Thank you for your patience while we further investigated this matter. Upon review of ******** *****’s file, the inspection report revealed that the repair facility technician at the repair facility chosen by Mr. ***** stated that less than a quart of oil was in the engine when repairs began. The oil filter also showed signs of metal shavings, an indication of operating the vehicle with improper lubrication. The technician and the third-party inspector stated that Mr. ***** would have been receiving warning lights and symbols indicting both the low oil status and that he should cease operating the vehicle.
  
  The available evidence clearly indicated that Mr. ***** failed to maintain his vehicle by failing to have proper engine lubrication. His claim was denied based upon Section V(D) which states that any breakdown caused by misuse, abuse, negligence, lack of scheduled maintenance including failure to maintain proper levels of lubricants creates is exclusion from coverage under the contract terms. We have all of those occurring in Mr. *****’s claim adjudication, thus the denial of his claim was appropriate.
  
  Should you require additional information, please feel free to contact me at ssingh@rps-tpa.com. 
  

  
  

  Customer response

  09/13/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20510208
  
  I am rejecting this response because: 
  

  I have attached a copy of my warranty. While what they are saying may seem to be accurate there is a problem. Each state has its own specific provisions within the warranty that protects the consumers from incidents like this.

  Under the Georgia provision (where I purchased the car) the provision states verbatim “We will not deny a claim hereunder for damage, failure or breakdown caused by the lack of proper and necessary amounts of coolants or lubricants
  or caused by contaminant(s), or foreign object(s).”

  This alone clearly protects me against Part D (the clause which the company denied my claim).

  By law you have to honor the provisions in the contract. You also moved the goal post by now claiming negligence which was not in your original denial. And even if it were that is still not grounds to deny the claim because you are stating the damage was caused by “lack of lubrication”.

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

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/27/23 I had Shocks and struts replaced on my 2019 Ford F150 at Anderson Ford in Anderson, SC. I was told by the dealer that they were not covered under my Triton Protection Premium Extended Warranty, a product of Renascent Protection Services. on June 1st I had the truck in for another issue and while researching my warranty for that Triton stated that I was covered and provided a solution to get reimbursed. On 6/27/23 at 8:45 am ********* ****** texted the following: What Needs to be Submitted for Review ~ All documents must be submitted in PDF format a. A letter of explanation of why prior authorization was not obtained b. A final invoice that shows all of the charges for parts and labor as well as the totals c. Any applicable sublets 1. Rental, towing, trip interruption, etc . d. Proof of payment 1. If they paid for the repairs with a credit card a copy of the card receipt 2. If they paid cash for the repairs the final invoice must be stamped “Paid in full” 5. Documents should be emailed or mailed in: Email: claims@rps-tpa.com Mail: Claims Review PO Box 2082 Dublin, OH 43017 6. Letter Of Acknowledgement (LOA) ~ States that the contract holder understands that no further claims without prior authorization will be reimbursed. a. Must be completed by the contract holder and sent back to this office. Thanks, Customer Service Department Renascent Protection Solutions 1-800-457-7703 x-7001 customerservice@rps-tpa.com All docs were mailed 3 days later. I received nothing so reached out 8/19/23. Mrs. ****** stated that nothing is being reimbursed because I didn't get prior authorization. I emphasized i asked and was told not covered but it should have been. Transferred to supervisor in claims. Waited on hold for 1 hour 15 minutes then I was disconnected.

  Business response

  09/14/2023

  This response is written with regard to the Better Business Bureau follow-up to the complaint of ****** 
  *****, Complaint ID BBB-20489544, received by us on August 25, 2023.
  Thank you for your patience while we further investigated this matter. Upon review of ****** *****’s file, his 
  claim related to the replacement of shock absorbers. Shock absorbers are excluded from coverage under his 
  contract at Article V(B), “WHAT IS NOT COVERED … FOR ANY OF THE FOLLOWING PARTS OR 
  CONDITIONS FOR ALL COVERAGE LEVELS … “Carburetor, Battery, Battery cables, Shock Absorbers, 
  Manual and Hydraulic Clutch Assembly …” As the specific items involved in Mr. *****’s claim are directly 
  excluded by the contract terms, they cannot be approved and covered. Thus, the denial of that portion of Mr. 
  *****’s claim was appropriate.
  Mr. ***** has stated he would consider a refund as an acceptable option. Mr. *****’s contract sets forth the 
  terms required for him to cancel his contract and obtain a refund.
  Should you require additional information, please feel free to contact me at ssingh@rps-tpa.com.

  Customer response

  09/22/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20489544
  
  I am rejecting this response because: 
  I spoke with multiple customer service employees who stated that the struts were a covered parts and that a check would be issued. The second supervisor is focused on the shocks and not the strut component. I have reached out to ford and the dealership and recommended they use a better warranty with company in the future with better trained individuals. Do not purchase extended service plans from this company.
  Regards,
  
  ****** *****

• Initial Complaint

  08/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service contract was purchased for $5,188.00 in “ultimate coverage” for **** *****’s 2017 Land Rover Range Rover Sport Spg. On 15 March 2023, the service department at Exclusive Automotive, where the vehicle was towed to after its initial malfunciton, sent an invoice to Renascent for maintenance stemming from a water pump failure. Renascent sent a representative to assess the vehicle. The representative had Exclusive Automotive disassemble the entire vehicle. Thereafter, the Renascent representative informed Exclusive Automotive that they would not cover a single cent of the repairs or for the disassembly. Complete disassembly would not have occurred but for the Renascent representative’s demand to do so. Up to this point, the cost of repair, total disassembly, then reassembly of the vehicle cost over $22,000. Days later, after calls from the service shop at Exclusive Automotive and from **** *****, Renascent then stated that they would not cover anything not because it was not covered parts, but because the vehicle “was driven while or after it was overheated.” This is not and cannot be true, as there are receipts proving the vehicle was towed any time a malfunction occurred as required by the contract. Exclusive Automotive can also prove, both verbally and in writing, that the vehicle was towed at every step of its process, and that the Renascent representative was not even there to see the results of this disassembly. Regardless, any potential driving of the vehicle by the service provider would not invalidate **** *****’s claim to fulfillment of her contract with Renascent, Scioto Administrators Corp., Allegiance Administrators, LLC, and the American Bankers Insurance Company of Florida. The Provider has since cut all contact and avoided **** *****, attorneys representing her, Landmark Motors (where the vehicle was purchased), and the service department at Exclusive Automotive. This behavior has clearly been (i) an example of gross negligence and (ii) an blatant bad-faith dealing that exposes all listed administrators of the service contract to liability.

  Business response

  08/17/2023

  Per email received from the business, they have requested additional time.  

  Customer response

  08/17/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20426405
  
  I am rejecting this response because: 

  they have been ignoring all forms of communication since March 2023 so them requesting more time is ridiculous as evidence shows that they are in breach of contract and they have not made any attempt to communicate about correcting this issue which has put massive financial and emotional strain upon my family as a Active Duty Service member I find it extremely frustrating that they can jeopardize my career as in this is my only mode of transportation for work, which now I am paying out of pocket for car rentals and still having to pay for my car insurance and note.
  
  Regards,
  
  **** *****

  Business response

  05/16/2024

  na

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a car from diplomat dealership located in Troutdale, Oregon on September 1st, 2022. They sold me this insurance for $2,105.00 assuring me if I have any service repairs that needed to be fixed within the warranty it’ll be covered. In march of 2023 I was going home from work when my engine failed on me in the middle of the freeway, leaving me stranded late at night. I took a video that same night with provided time stamp.I sent the video to multiple auto shops they’ve believed I had a rod knock and the only solution was getting a NEW engine. I informed the dealership and they gave me the warranty number and told me to take the car to their auto shop where they do all their warranty work at. Once my car was towed to the shop, the manager there said the only way the warranty will cover my engine is if they get my authorization to pull the engine out of my car so the inspector can take pictures. I gave them my approval, by this time my car has been sitting in the shop for a month waiting endlessly for an inspector to come out to the shop.They informed me an inspector can take about a week to file the claim. About a week later I still haven’t heard back from the warranty or the shop. So I ended up calling the shop and they had said that the warranty company is denying my claim. You could imagine my frustration after waiting months on end to be told we will not fix your car. Supposedly they are denying my claim for the reason that I have a tuner in my car. Which was a tracker created by ******, The dealership included for an extra $400. When I came in contact with the claim adjuster, He had told me 20 people in the office looked at my claim and told me they couldn’t figure out what the tracker was in my engine. I have absolutely no modifications on this car. He said I could call the office multiple times and there’s nothing they can do for me but to go and appeal. He wouldn’t give me an honest answer either of why it’s not even being covered. He had also the audacity to ask me what a warranty is ?! Excuse me , I paid $2,105 for the warranty to fix my car for times like this. I read the contract simultaneously, I know what’s covered & my rod knock is covered. All I ask is simply to fix my car.

  Business response

  08/03/2023

  Thank you for your patience while we further investigated this matter. Upon review of **** *****’s file, Mr. ***** has altered or modified his vehicle. There is at least an aftermarket custom exhaust system and some
  other unknown device plugged into the covered vehicle’s OBDII of the ECU. Article v, Section F excludes coverage if any alterations have been made to the covered vehicle. Further, the inspection report clearly
  indicates that Mr. ***** continued to operate the covered vehicle while in a failed state. The inspection report states that the failure and resulting damage was caused by the failure to protect the covered vehicle from further damage, listing a bearing that was simply missing, having been disintegrated by continued operation in a failed state, and heavy metal deposits throughout the engine, causing additional damage, also from continued operation in a failed state. Article V, Section D, excludes coverage for damage caused by misuse, negligence, abuse, and failure to protect the vehicle from further damage once a breakdown has occurred. Mr. ***** admitted to driving the vehicle with a loud “knock” coming from the engine until the vehicle ceased to operate. This is the textbook example of failure to protect. Thus, upon review of this claim, the denial was well warranted for two reasons backed by the findings of the third-party inspection report. Should you require additional information, please feel free to contact me at **************

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Wednesday 7.12.2023, I noted a small 1/8in section of my car display screen delaminating. I called Renascent to obtain instructions on how to addressing the issue. After receiving instructions, I took it to Kia of Frisco Service to start the process. Monday, 7.17.2023, I received word that the claim was denied due to inaccurate information. I immediately took 2 video recordings to show the issue of lack of function in the effected area. I wish to provide the following information: 1. Per the definitions and description in the warranty contract, my issue falls within the definitions and coverage for the “Ultimate Coverage” plan. Per the provided video evidence and the photo, the screen delamination has caused the screen to be unable to perform its function due to the /breakdown. -It is unable to register my touch inputs -Causing additional problems with the Apple CarPlay feature -Has caused significant difficulty with the visibility of the screen in the affected area All the above have impacted the “normal service” and “functionality” of the part/vehicle. Per the response provided: "... we will be sticking to the denial decision as the inspectors report states that the delamination is not effecting functionality of unit at this time.” The delimitation is in fact having a significant impact/failure with the “functionality of unit”, thus meets the definition/reason that was just given. 2. I followed every process provided by Renascent. I documented my entire process and provided evidence showing the breakdown worsened during the process of following steps 3-4 of “Filing a Claim” section. I altered my schedule ensure the simplest method for all parties. 3. Per Texas Law of Occupations Code-Title 8-Chapter 1304-Subchapter A, and Business and Title Code-Title 2-Chapter 1 -Subchapter E, with the evidence provided, written language and agreement of the warranty/service contract, and definitions of the state law, the decision violates several of the state laws. EF00242600

  Business response

  08/03/2023

  respond to R. ********* complaint

  Customer response

  08/04/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20382958
  
  I am rejecting this response because: 
  

  The statement regarding that the delamination is "signs of normal" wear and that the screen is still functioning is completely false. The "small spot" statement is no longer true as the provided photos have now show that the area has grow to the length of the full screen, and continues to grow. I have sent, and am now attaching, 2 additional videos from 7/31/2023 showing that the the screen is indeed affected and is not functioning as intended. The evidence (and prior evidence) provided continues to show that the issue meets the contracts definition of a breakdown. Additionally, Renescent has not provided me with a copy of the third-party inspector's report when I requested, nor has attached in this current case with the BBB. Once more, I have, and continue to provide evidence and statements that support the legitimacy of my claim. All I am requesting is for Renascent to honor the agreement in the contract to process my appropriate and legitimate claim, and repair/replace the affected part. 

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

• Initial Complaint

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  takes forever to get a claim approved, and when they do approve, it is far less than any market value of any service or part. I had a $550 bill....they covered $210 and I paid the rest out of pocket. They have now been "reviewing" my claim of a covered part for over 32 hours. My mechanic spent 7 hours on the phone with them to get nothing...or disconnected. I recently found out while spending my own hours on the phone with them...that Consumer Care Direct administers this contract...I ddnt purchase from them! I purchased from Endurance....who cant help me because Consumer Care Direct administers it.....False advertising at its best!

  Business response

  06/26/2023

  Endurance is simply the selling agent for this contract. The administrator is DriveProtect. This means that DriveProtect is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims. 
  
  Please forward this complaint to DriveProtect
   Allegiance Administrators [d/b/a DriveProtect] (****************)

  Customer response

  06/28/2023

  **** ******* <******************>
  Attachments
  Tue, Jun 27, 3:35 PM (20 hours ago)
  to Better
  
  They finally approved $626 out of a $2000 claim. I used their recommended site of repairpal.com to get an estimate, and the estimate for my car to get fixed is between $1088 to $1527 (which I have attached), which is only parts and labor it says. It does not include tax or anything else. They dont even cover what their recommended site says it will cost. 

  Business response

  07/06/2023

  Hello ****** *****,

  Currently NASC has approved the claim within the terms and conditions of the customer Vehicle Service Contract. NASC provided excellent customer service to customers and repair facilities. NASC apologizes for any inconvenience this has caused.
  

  Customer response

  07/07/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.

  I ONLY accept the response because there isn't really much that can be done. I am almost done paying for this so it is pointless. I will admit that it was a COMPLETE waste of money and I would have never purchased this, and will make sure to let everyone and anyone know NOT to buy from them. It has saved me MAYBE $800 total.......at a cost of over $3,000

  
  Regards,.

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

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Extended vehicle warranty purchased and company is refusing to pay the full amount due to "reasonable costs". I live in Philadelphia where every luxury dealership is charging $200+ per hour for labor. In my opinion it's reasonable to assume that anyone driving a luxury vehicle that spent thousands of dollars to purchase an extended vehicle warranty will be servicing said vehicle at their local dealership. In addition, the Insurance Company assigned to the contract doesn't have record of my warranty as it was recently bought out by Renascent and therefore they cannot assist me in filing a claim due to lack of performance per the contract.

  I purchased an extended vehicle warranty and my vehicle was totaled 6 months later. In that time no claims were put through the warranty. Per the warranty administrator, I went through the originating dealership to cancel the warranty. This was completed and it has now been two months and I still have not been refunded for the warranty.
  
  

  Business response

  07/11/2023

  This response is written with regard to the Better Business Bureau complaint of ***** ******, reference number 20190386.
  
  Thank you for your patience while we further investigated this matter. Upon review of the customer’s claim file, we determined that multiple components failed.  Based on the contract, we authorized aftermarket parts, and labor per the labor manual.  Per the contract, we are within the terms and conditions.    
  
  Should you require additional information, please feel free to contact me at aziemer@rps-tpa.com.
  

  Customer response

  07/11/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20190386
  
  I am rejecting this response because: It would be reasonable to assume that someone would service their vehicle at the respective dealership. Renascent did not accept the full cost that the dealership was charging and money was paid out of my pocket to complete the work needing done. 
  
  Regards,
  
  ***** ******

  Business response

  07/12/2023

  This response is written with regard to the Better Business Bureau complaint of ***** ******, reference number 20229447.
  
  Thank you for your patience while we further investigated this matter. Upon review of the customer’s claim file, we determined that multiple components failed and approved the claim for the repair or replacement of those components.  Based on the terms of the contract we have sole discretion as to the use of recycled, remanufactured or new parts. We authorized aftermarket parts, and labor rates per the national standard labor manual.  We are not required to pay more for components if they can be sourced for a lesser cost nor are we required to pay higher than standard labor costs or rates for approved repairs. Per the contract, we are within the terms and conditions.    
  
  Should you require additional information, please feel free to contact me at aziemer@rps-tpa.com.
  

  Customer response

  07/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint even if the resolution is not to my satisfaction. It’s clear that their customer’s best interests are not priority and I would not recommend this warranty company to anyone. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/6/23 I contacted them for a tow and did not hear from anyone for 2 weeks. I was told that they had a system outage and apologized for the late response. So I had to arrange for my car to get to the service location myself. Once my car was in for service the service location tried to reach the warranty for a month before they could get ahold of anyone. The repair location found that the oil pump had failed and needed to be replaced. The warranty company sent their adjuster and he recommend an oil flush and oil change to fix the failed oil pump. The warranty company also said it was caused by lack of oil change. I submitted my copy of oil and filter change and they still refused to cover the cost of $7100.00 to repair my vehicle. After 3mths without my vehicle I was left with no other option but to pay for the repairs myself out of pocket! I would never recommend this company to anyone and advise everyone not to buy a auto protection plan from this company!

  Business response

  07/11/2023

  This response is written with regard to the Better Business Bureau complaint of **** ******, Complaint ID 20137040.
  
  Thank you for patience while we further investigated this matter. Upon review of Mr. ******’s claim file, we determined that Mr. ******’s claim is still in process.  The claim is on hold for maintenance per the contract.  We have recommended removing the improper oil from the vehicle and getting the correct oil in the vehicle to proceed with maintenance. 
  
  Should you require additional information, please feel free to contact me at aziemer@rps-tpa.com.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Multiple people not only ignored my calls for a week. Multiple claims adjusters the Manager Claims adjuster all screamed at me on the phone, indirectly threatened me, and made obscene comments about my family, borderline racial. As well as talked about taking legal action.

  Business response

  07/07/2023

  Business requested more time to check into the complaint.

  Business response

  07/07/2023

  Business requested more time to check into the complaint.

  Business response

  07/07/2023

  Business requested more time to check into the complaint.

  Business response

  07/11/2023

  This response is written with regard to the Better Business Bureau complaint of **** ******, reference number 20132427.
  
  Thank you for your patience while we further investigated this matter. Unfortunately, we are unable to address Mr. ******** complaint as he has not stated any issue regarding his vehicle or contract.  All the matters raised by Mr. ****** are accusations of various types of conduct issues made against the employees of Renascent Protection Solutions, LLC. Upon further internal review, the accusations made are false.     
  
  Should you require additional information, please feel free to contact me at ********************

  Business response

  07/11/2023

  This response is written with regard to the Better Business Bureau complaint of **** ******, reference number 20132427.
  
  Thank you for your patience while we further investigated this matter. Unfortunately, we are unable to address Mr. ******** complaint as he has not stated any issue regarding his vehicle or contract.  All the matters raised by Mr. ****** are accusations of various types of conduct issues made against the employees of Renascent Protection Solutions, LLC. Upon further internal review, the accusations made are false.     
  
  Should you require additional information, please feel free to contact me at ********************

  Business response

  07/11/2023

  This response is written with regard to the Better Business Bureau complaint of **** ******, reference number 20132427.
  
  Thank you for your patience while we further investigated this matter. Unfortunately, we are unable to address Mr. ******** complaint as he has not stated any issue regarding his vehicle or contract.  All the matters raised by Mr. ****** are accusations of various types of conduct issues made against the employees of Renascent Protection Solutions, LLC. Upon further internal review, the accusations made are false.     
  
  Should you require additional information, please feel free to contact me at ********************

  Customer response

  08/04/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20132427
  
  I am rejecting this response because: 

  PLEASE SEE ATTACHED.  The email clearly shows that I have emailed them multiple times to get my rental car claim paid. Which is under their contract. ******* is not the only person I have contacted about this claim. They did not want to pay for my car to get the proper parts from the start and now they are trying to get out of paying my rental cost that is suppose to be covered in the contract THEY agreed to. 

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

  Customer response

  08/04/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20132427
  
  I am rejecting this response because: 

  PLEASE SEE ATTACHED.  The email clearly shows that I have emailed them multiple times to get my rental car claim paid. Which is under their contract. ******* is not the only person I have contacted about this claim. They did not want to pay for my car to get the proper parts from the start and now they are trying to get out of paying my rental cost that is suppose to be covered in the contract THEY agreed to. 

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

  Customer response

  08/04/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20132427
  
  I am rejecting this response because: 

  PLEASE SEE ATTACHED.  The email clearly shows that I have emailed them multiple times to get my rental car claim paid. Which is under their contract. ******* is not the only person I have contacted about this claim. They did not want to pay for my car to get the proper parts from the start and now they are trying to get out of paying my rental cost that is suppose to be covered in the contract THEY agreed to. 

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

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I Purchased a truck 10-2-2021 & an extended warranty from Trenton Repair bumper to bumper from Lindsay Buick ,GMC. They are now not honoring it. I a humming noise was coming from the truck & they told me it would be best to take it to a Dodge dealer. Transmission has a delay in shifting. The warranty company doesn't get back with me and leaves me hanging. This has been over a year since I have been patient. I need the Warranty company to contact you & let you know where to take it for repair & to cover the repair costs. 3-4 months. ago I went back to Lindsay where I bought it. They were putting me off. I told them the next day that I needed service on my truck. The service manager said he would call someone he knew at the warrant company, gave me the ph# of who to call.

  Business response

  05/24/2023

  ********* ****** purchased a 2012 Dodge 1500 pickup on 10/2/21 at 86,933 miles and included in that purchase as an Triton Protect extended warranty for 36 months/36,000 miles and the Administrator was; Allegiance Administrators, LLC (see attached copy of contract).  According to our records Mr. ****** had returned to Lindsay Buick GMC service department just one time on 10/6/21 to address a noise in the dash, a squeal noise in brakes issue and a detail.  The Service Manager ***** ******* is not recalling a conversation with Mr. ****** regarding a transmission concern (he speaks to many customers each day), but agrees that a transmission concern for a Dodge would be directed towards a Dodge dealership for proper diagnoses. 

  The process for taking advantage of the extended warranty coverage is always addressed the same way either here or at another repair shop, which is; the customer must approve diagnoses and then when there is a failure found the repair shop calls the warranty company administrator number on the contract for approval.  If the repair is covered under the contract then the customer pays their deductible and the warranty company pays their portion to the repair shop.  The customer calling us or the extended warranty company to ask for coverage before the vehicle's issue is diagnosed will never get a commitment that they maybe looking for, thus they maybe frustrated and disappointed with the product.

  I called and left a message with Mr. ****** to call me so I may explain this process to him, but their is no action that will be taken on his vehicle until a repair shop can diagnose the issues and then calls in their findings to the extend warranty company listed on the contract.

  *** ******

  General Mgr.

  Lindsay Buick GMC

  Business response

  05/31/2023

  Please file the claim with Renascent Protection Solutions, LLC located at 5500 Frantz Road Suite 100, Dublin, Ohio 43017.  Please contact our claims office at claims@rps-tpa.com or you may call us at ###-###-####. 

*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. ↩