ComplaintsforIndependent Dealer Group, Inc.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got into a vehicle accident on 02/12/2023, ********************* didn't total my vehicle until the end of July2023. Then my case was handed over to my ************** "Smart AutoCare." Since August 2023 they have been "processing" my paperwork. Smart Autocare sent me a list of 15 things I needed to send in before they can process my paperwork, even though they already have all the information they needed. Second, they told me it takes two months to cancel some extended warranties. A vehicle accident is an Emergency! It shouldn't take any business 2 weeks to do anything. Jobs and health and welfare is on the line, this process should be as quick as possible. My correspondence with ********************************* was months apart, telling me to send more paperwork. It started in August, he let me know he had everything he needed at the end of November, I haven't heard from him since, it is now February ****. I've read online other reviews about this company, and I'm appalled they are still in business. One lady said it has been 9 months and they still processing her paperwork. How is this not criminal? I know this is fraud. I have been without a vehicle for a whole year now, because ******************** and Smart ********* are fraudulent with the services they claim to provide. This has caused a great pain to me and my family, and I have truly suffered at the hands of these organizations. Keep in mind I have been still paying on a vehicle that has been totaled since Feb 2023, $500, and Insurance, $250, every month, or they'll ruin my credit and whatever else they control. This is criminal acts being committed by sanctioned organizations on US soil. I can't believe it. Real life domestic terrorism against US citizens. Something must be done. Not only did this prevent me from treatment of my injuries, but I've also been out of work for over a year, and I'm not able to gain employment until I get reliable transportation.

  Business response

  02/13/2024

   

  Independent Dealer Group, Inc. (IDG) is in receipt of BBB Complaint ******** and provide the following information.

  On August 9, 2023 IDG was notified that the customers vehicle was involved in a motor vehicle accident on Feburary 12, 2023 resulting in a total loss of the vehicle. 

  The customer was advised that all required documentation must be sent to adjudicate the claim in accordance with the terms and conditions of the Addendum under LOSS DOCUMENT PROCEDURES:

  In the event of a Constructive Total Loss, You must notify and provide all of the following to Our GAP
  Administrator,

  1. a complete copy of the primary insurance settlement, including the valuation report;

  2. a copy of the original Financing Contract and this addendum;

  3 a copy of Your automobile insurance policy;

  4.a copy of the payoff from the financial institution/lender as of the Date of Loss;

  5. a copy of the insurance settlement check; and

  6. any additional reasonable documentation requested by Our GAP Administrator or Us (where applicable, see State Disclosures). The GAP Administrator will not obtain this information for You. The GAP Administrator must receive this documentation within ninety (90) days of settlement by Your Primary Carrier. If You do not have primary insurance coverage, the Administrator must receive this documentation within ninety (90) days from the Date of Loss. No waiver will be made under this addendum if this documentation is not provided to the GAP Administrator within this stated time period.

  Upon receipt of all required documentation, the claim was authorized and processed for payment on February 7, ****.

  A check to the leinholder was sent on February 8, **** in accordance with the terms and conditions of the Addendum, completing the claim.

  Please contact our office if we can provide any additional information, 

   

   

• Initial Complaint

  01/30/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I have been dealing with the issue of getting paid on my GAP insurance since my car was declared a total loss by my insurance in November of 2023. I have been trying to work with a Dimetrius *************, a Gap claims adjuster with Smart Autocare. GAP Claim: 2311-2882. I filed all of the paperwork on the checklist he sent me. He took a considerable time getting back with me and letting me know that the paperwork was illegible, which is entirely not true. Nevertheless, I refilled out the paperwork and resent. I have been unable to get ahold of him since. All of his emails are signed ***********************, Gap Claims Adjuster, Phone: but without a phone number or address. I see from other complaints that there is 90 days from the the Date of Loss to provide documentation. It appears they are running out the clock, while it would also appear that each month that passes, they will cover less, because I am forced to continue my car payments. This is outrageous, egregious, and appears to be how they operate, looking at other BBB complaints, Complaints on their ********* Yelp reviews as well as anecdotal stories from around the internet. According to his checklist, all documents have been provided and re-provided, with the exception of a police report, which doesn't get filed with deer collisions. *************** indicated the Total Loss Letter was sufficient.

  Business response

  01/31/2024

  Good Afternoon ******, 
  
  We are in receipt of BBB Complaint 21220633.
  As the correct administrator of the Agreement is Independent Dealer Group, can you please readdress the complaint from NSE to IDG?
  Please let me know if you have any questions, 
  
  Thank you,
  *********************

  Business response

  02/05/2024

   

  Independent Dealer Group, Inc. (IDG) is in receipt of Complaint ID ******** and provide the following information.

  On November 7, 2023 a claim was initiated under the customers GAP Addendum,

  The customer was advised as per the terms of the Addendum that the following documentation is required to process the claim, as stated under:

  LOSS DOCUMENT PROCEDURES: In the event of a Constructive Total Loss, You must notify and provide all of the following to Our GAP Administrator, :

  1. a complete copy of the primary insurance settlement, including the valuation report;

  2. a copy of the original Financing Contract and this addendum;

  3 a copy of Your automobile insurance policy;

  4.a copy of the payoff from the financial institution/lender as of the Date of Loss;

  5. a copy of the insurance settlement check; and

  6. any additional reasonable documentation requested by Our GAP Administrator or Us (where applicable, see State Disclosures). The GAP Administrator will not obtain this information for You. The GAP Administrator must receive this documentation within ninety (90) days of settlement by Your Primary Carrier.

  On January 25, **** all required documentation was received and processed for payment in accordance with the terms and conditions under the Addendum.

  Payment was issued on January 31, ****.

  Please contact our office if you have any questions,

  Customer response

  02/06/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to get them to pay my gap claim for months now and they keep telling me that I'm missing documents. I have given them all the requested documents that exist. They will not tell me who is working on my claim. I've never been contacted by anyone who is working my claim. I filed it in September 2023.

  Business response

  01/08/2024

   

  Independent Dealer Group, Inc. (IDG) is in receipt of BBB Complaint ID ******** and provide the following information.

  On August 14, 2023 IDG was advised that the covered vehicle was involved in a motor vehicle accident on August 12, 2023 in which the vehicle was determined to be a total loss.

  IDG established a claim and sent an email to the customer on August 29, 2023 advising of the documentation required in order to process the claim as follows:

  A GAP (Guaranteed Asset Protection) claim has been initiated for the total loss of your vehicle. Please review the following list of documents that you must provide for your claim to be processed. At the end of each document listed, in parenthesis, is the entity you may contact to request the document. All documentation may be submitted via email, fax, or mail.
  
  1. GAP Claim Form- Must be completed and signed. E-signatures are not accepted.
  2. GAP Addendum/contract- a copy of the original, signed, and dated GAP contract from the date of purchase.
  3. Finance Contract- a full copy of the original, signed, and dated loan contract from the current lien holder. (finance co.)
  4. Bill of Sale- a full copy of the original, signed, and dated bill of sale. Also known as a VA Buyers Order/** Retail Purchase Order.
  5. Dealer Invoice/******* Sheet- MSRP/Retail value of the vehicle from the date of purchase.
  6. Aftermarket Warranty Contract(s) AND Copy of Warranty Refund Check(s)- - Copies of all aftermarket warranty contract(s) purchased. Customer must cancel all aftermarket warranties only (do not cancel GAP) through the dealership and provide us with a copy of the cancellation refund check(s). As this can take anywhere from 30 to 90 days to be completed, customer will need to reach out immediately to dealer to obtain copies of warranty contracts AND to request warranty contract(s) be cancelled. If dealer is no longer in business or if customer has an issue cancelling through **********************, customer will need to contact warranty company to assist in this process.
  7. Payment History- full payment history from the current lien holder including payoff at the date of loss.
  8. Insurance Declaration- a full copy of the primary insurance declaration policy reflecting ALL coverage on the totaled vehicle at the date of loss.
  9. Insurance Settlement Check- or claim payment screen, including the date of issue, amount, and payee.
  10. Vehicle Valuation Report- a full copy of the insurance vehicle valuation report.
  11. Police Report- a complete copy of the police report with incident details.
  12. Verification of Total Loss Letter- a verification of total loss letter including the date and cause of loss. The letter must specify the vehicle was deemed a total loss.
  13. Settlement Breakdown- breakdown that indicates how insurance settlement was calculated.

   

  On October 4, 2023 the following documentation was received by IDG: gap addendum, finance contract, bill of sale, insurance settlement check, settlement breakdown, vehicle valuation report.

  On October 4. 2023 an email was sent to the customer advising that ********************** had received the documents submitted however are missing the following documentation required to process the claim:

  A GAP (Guaranteed Asset Protection) claim has been initiated for the total loss of your vehicle. Please review the following list of documents that you must provide to Smart Autocare for your claim to be processed. At the end of each document listed, in parenthesis, is the entity you may contact to request the document. All documentation may be submitted via email, fax, or mail.
  
  PLEASE EMAIL THE REMANING DOCUMENTS TO YOUR ADJUSTER
  WITH YOUR GAP CLAIM NUMBER AND NAME ON THE SUBJECT LINE
  
  1. GAP Claim Form- Must be completed and signed. E-signatures are not accepted. (attached/included)
  2. Dealer Invoice/******* Sheet- MSRP/Retail value of the vehicle from the date of purchase. (dealership/finance co.)
  3. Aftermarket Warranty Contract(s) AND Copy of Warranty Refund Check(s)- - Copies of all aftermarket warranty contract(s) purchased. Customer must cancel all aftermarket warranties only (do not cancel GAP) through the dealership and provide us with a copy of the cancellation refund check(s). As this can take anywhere from 30 to 90 days to be completed, customer will need to reach out immediately to dealer to obtain copies of warranty contracts AND to request warranty contract(s) be cancelled. If dealer is no longer in business or if customer has an issue cancelling through **********************, customer will need to contact warranty company to assist in this process. (Dealership/Finance Company)
  4. Insurance Declaration- a full copy of the primary insurance declaration policy reflecting ALL coverage on the totaled vehicle at the date of loss. (insurance co.)
  5. Police Report- a complete copy of the police report with incident details. (insurance co./customer obtains)
  6. Verification of Total Loss Letter- a verification of total loss letter including the date and cause of loss. The letter must specify the vehicle was deemed a total loss. (insurance co.)

  On January 4, **** IDG received all required documentation and processed the claim for final review.

  On January 5, **** the claim received final authorization, and the claim was processed for payment.

  On January 8, **** a check was issued to the leinholder in accordance with the terms and conditions of the Addendum completing the claim.

  With the payment of the claim on January 8, ****, IDG considers this matter to be closed.

  Please contact our office if you have any questions,

   

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/18/23, Respondent refused to warranty strut bearings on 2012 **** Explorer Vin # under Reliance Protection High Mileage *********************** Agreement #******. Service diagnosis was performed by ************************, *****************************************************************************These are the applicable contract exclusions in the attached contract. Strut Bearings are not listed as an excluded repair item or category:2. UNDER THE VEHICLE: Brake Rotors and Drums; Catalytic Converter, Exhaust Pipe; Mufflers; Tail Pipes; Resonators; Frame and Structural Body Parts; Tires, Valve stems and wheel/rims.

  Business response

  10/04/2023

   

  Independent Dealer Group, Inc. (IDG) is in receipt of BBB Consumer Complaint ******** and provide the following information.

  On September 18, 2023 a claim was initiated under the Agreement for the following concern:

  1. Customer States - Steering wheel has loud popping noise. Found both front strut mounts are making noise in both directions.

  The Agreement was purchased on November 12, 2021 with Comprehensive Coverage.

  Comprehensive Coverage includes the following Powertrain Coverage:

  GASOLINE ENGINE All internal lubricated parts

  TURBO CHARGER/SUPER CHARGER (factory installed only)

  TRANSMISSION All internal lubricated parts

  TRANSFER CASE All internal lubricated parts

  FRONT WHEEL DRIVE/REAR WHEEL DRIVE SYSTEM All internal lubricated parts

  FOUR WHEEL DRIVE/ALL WHEEL DRIVE SYSTEM All internal lubricated parts

  In addition, the Comprehensive Coverage includes the following:

  1.Enhanced Engine: Factory installed turbo charger and if Your Vehicle has been classed under extra eligibility, then Your factory
  installed twin turbo supercharger is covered, serpentine belt tensioner, fly wheel, oxygen sensor, EGR valve, crank sensor, cam
  sensor, fuel pump, fuel injectors, harmonic balancer, lift pump, and transfer pump.

  2. Suspension: Ball joint leaf, air, and coil springs only if broken.

  3. Steering components: Power steering pump/motor, gear box, rack and pinion and high pressure lines, steering box, rack, and pump
  housing only if damaged by a lubricated part internal to that component.

  4. Brake components: Master cylinder, wheel cylinders, caliper, ABS hydraulic components, ABS wheel speed sensor, and ABS control
  module: EXAMPLES OF NOT COVERED INCLUDE BUT ARE NOT LIMITED TO: drums, rotors, pads, linings, hoses, lines, and wiring.

  5. Electrical components: Start motor, alternator, and front and rear window wiper motor.

  6. Enhanced automatic transmission/transfer case: Transmission cooler, mechatronics unit, conductor plate, TCM reprograming/re
  flash up to $125.00 per authorized claim.

  7. Air condition and refrigerant: Compressor, clutch, condenser, accumulator, and evaporator. Refrigerant is only covered with
  covered repair.

  8. Enhanced engine cooling system: Radiator, heater core, and recovery tank.

  9. Enhanced electrical components: Distributor, electronic control module (ECMI ignition coils, navigation, (does not include software
  updates), power window motors/regulators/switches; power seat motors, and power door lock accelerators/switches.

  10. Fluids: Including but not limited to engine oil, engine coolant, transmission fluid, brake fluid, and power steering fluid are covered
  only when required in conjunction with a covered component.

  11. OPTIONAL SURCHARGE: SEALS AND GASKETS If the optional surcharge coverage is selected on the Schedule Page, Seals and
  Gaskets of covered components designed to prevent the loss of necessary coolants, lubricants, and fluids are covered. Coverage
  will expire when Your Vehicle reaches ******* miles as indicated on Your odometer or the expiration of the Term of this
  Agreement, whichever occurs first. After ******* miles, Seals and Gaskets will be covered only if required in conjunction with a
  covered repair.

  As the Strut Mounts are not listed for coverage under neither the Powertrain Coverage nor Comprehensive Coverage, no claim consideration can be made for the replacement of the strut mounts.

  Please contact our office if you have any questions,

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  SAACAS ******* *********** declared my car a total loss and sent letters to this company and dealer and they are not communicating with me about the status of my refund and or the amount. I have asked that they personally contact the dealer and get it moving but they have not. The dealer is not communicative makes me feel like they stealing my money someone help

  Business response

  10/04/2023

   

  Independent Dealer Group, *** (IDG). is in receipt of Consumer Complaint ******** and provide the following information.

  On August 14, 2023, IDG received a call from the customer advising that they would like to cancel the Agreement due to a total loss of the vehicle.

  IDG processed the cancellation request on August 18, 2023 and issued a check for the administrator portion of the cancellation refund to the Selling Dealership.

  The Selling Dealership is responsible to issue the full refund to the leinholder as per the Agreement under SECTION FOUR AGREEMENT GENERAL PROVISIONS; E. CANCELLATION; 6. All refunds will be issued through the Dealer from whom the Agreement was purchased. 

  The customer will need to contact the Selling ************************** for cancellation status as of October 4, 2023

  Please contact our office if you have any questions,

   

   

• Initial Complaint

  09/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife was rear ended in March of 2023. This was the company the dealership used for Gap Coverage. Over the course of 6 months I was constantly told that employees quit with no notice and they were understaffed, so they were behind. 6 months later on September 14th 2023, the claim was finally done and a check was being sent to the lien holder. It was only after I threatened legal action, that the claim was even handled to begin with, it still took 3 weeks after that for anything to happen with. There was no communication from the company. I was told they were missing documents numerous times, everytime I sent them documents it took them weeks to even acknowledge they were received. Because of this, I now owe for to the lien holder than what they are cutting a check for. It took 6 months to get a gap coverage claim approved. Which I have never experienced before. Several of the employees are incredibly unprofessional on the phone as well. Including ******* who was assigned as my adjuster. Every time I tried to speak with her, I was told she wasnt at her desk. The 1 time I finally got to speak with her, she was unprofessional and rude. This company is costing me money every day the check is received by the lien holder

  Business response

  10/03/2023

   

  Independent Dealer Group is in receipt of BBB Complaint ******** and provide the following information.

  On June 13, 2023 a claim was initiated for a total loss of the customers vehicle on March 22, 2023.

  Independent Dealer Group advised that the following documents will be required to process the claim:

  1. GAP Claim Form- Must be completed and signed. E-signatures are not accepted. 
  2. Dealer Invoice/******* Sheet- MSRP/Retail value of the vehicle from the date of purchase. (dealership/finance co.)
  3. Aftermarket Warranty Contract(s) AND Copy of Warranty Refund Check(s)- copies of all aftermarket warranty contracts purchased. Customer must cancel all aftermarket warranties only (do not cancel GAP) through the dealership and provide us with a copy of the cancellation refund check. As this can take anywhere from 30 to 90 days to be completed, customer will need to reach out immediately to dealer to obtain copies of warranty contracts AND to request warranty contract(s) be cancelled. If dealer is no longer in business or if customer has an issue cancelling through **********************, customer will need to contact warranty company to assist in this process. (dealership/finance co.)
  4. Insurance Declaration Page- a full copy of the primary insurance declaration policy reflecting ALL coverage on the totaled vehicle at the date of loss. (insurance co.)
  5. Verification of Total Loss Letter- a verification of total loss letter including the date and cause of loss. The letter must specify the vehicle was deemed a total loss. (insurance co.)

  Upon receipt of all required documentation on September 13, 2023, the claim was authorized in the amount of $4,611.09.

  On September 18, 2023 a check was issued to the lienholder as per the terms and conditions of the addendum in the amount of $4,611.09, completing the claim

  As Independent Dealer Group issued payment to the lienholder fulfilling our obligations under the Addendum, Independent Dealer Group considers this matter to be closed.

  Please contact our office if you have any questions,

   

  Customer response

  10/05/2023

  I am rejecting this response because:   The fact that you state a claim wasnt started until June 22nd proved the entire point Ive been trying to make. I have documentation that you all were contacting on May 15th. So why did it take over a month to start a claim. You said after receipt of all documents thats also incorrect because you received every document on August 3rd, it only took that long because I wasnt told they were ever needed. I had to call to be told that. From August 3rd to September 14th, I called every 3 days to check on the status and it wasnt until I threatened legal action that anything was done. So either the company is all liars and cant own up to the lack of professionalism. Or you just dont care. Either way, its a shame that stuff continues to happen like this to other people, Ive read several reviews of the same experience. 

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The auto care plan I purchased states it is TOTAL EXCLUSIONARY COVERAGE, they are saying it is "only for breakdowns" but it not - copies of agreement are attached. After attempting to call several times, getting very uninformed customer agents, I emailed. Same thing, no names, no accountability, just "your not covered." I am not asking for coverage on "tires" although that is what ******* refers to it as, my claim is for rims to be ordered. All 4 are bad, my vehicle has only ****** miles on it. I have had to replace entire sets of tires 3 times but have now been told the rims are bad. I should ask for reimbursement for tire replacement as well since the bad rims are the cause. This "smart autocare" is not a good company to deal with, very very unprofessional.

  Business response

  10/02/2023

   

  Independent Dealer Group is in receipt of BBB Customer Complaint ******** and provide the following information.

  On September 5, 2023 a call was received by the Repair Facility advising that the customers vehicle required 4 new wheels.

  The Repair Facility was advised that wheels are not covered under the ************************************ Agreement covers breakdowns caused by mechanical failure to the covered vehicle as per the Agreement under SECTION THREE BREAKDOWN COVERAGE; 

  A. BREAKDOWN COVERAGE
  We will repair, replace, or have repaired or replaced any Covered Part which experiences a Breakdown. In case of Breakdown You must follow the procedures
  in SUBSECTION B, IN CASE OF BREAKDOWN. We will reimburse You or Your State Licensed / Licensed Repair Facility for preauthorized expenses incurred,
  less the deductible (if applicable) for the repair or replacement of a Covered Part.

  Wheels/ Tires are not covered under the Agreement, and no claim compensation will be made for non covered repairs.

  Please contact our office if you have any questions,

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an autocare warranty with Smart Autocare in January 2023. My contract number is SAPE2230517. I took my vehicle to ************** in *******, ** on Saturday, August 12, 2023 for some concerns. The total cost for repairs is $3600.49. Smart Autocare only approved $1134.49. Which leaves a balance for me to pay $2,466. I called Smart Autocare on 8/16/23 at 5:22pm and spoke with Hope. I was told that Jaguar is charging too much for the parts and 8 hours for labor. She said the labor that they approve is based on the operation time in a national labor time guide which is 4.9 hours. **** stated that they could ship the parts which would save me a little money. However, I was told by Jaguar that they can't approve the shipped parts because they wouldn't be able to warranty the work. **** told me I can take my vehicle to a shop that *** charge less for the parts and labor. I have always taken my car to the Jaguar dealership. I pay Smart Autocare $170.24 a month and the action of this company is unjust. My expectations is that Mepco repair my vehicle or refund every ***** that I've paid for this policy. I don't need an extended warranty that I am paying more than twice the amount that the warranty is paying.

  Business response

  09/15/2023

   

  Independent Dealer Group is in receipt of BBB Complaint ******** and provide the following information.

  On August 16, 2023 a claim was initiated for the following concerns: 

  1. Customer states vehicle is squeaking whine going over bumpy roads. Tech found that the rear tow link and stabilizer link are cracked and leaking fluid
  2. Customer states coolant leaking. Tech found thermostat housing is leaking coolant from the elbow.

  Independent Dealer Group authorized the repairs on August 16, 2023 as per the terms and conditions of the Agreement under SECTION THREE BREAKDOWN COVERAGE; A. BREAKDOWN COVERAGE
  We will repair, replace, or have repaired or replaced any Covered Part which experiences a Breakdown. In case of Breakdown You must follow the procedures
  in SUBSECTION B, IN CASE OF BREAKDOWN. We will reimburse You or Your State Licensed / Licensed Repair Facility for preauthorized expenses incurred,
  less the deductible (if applicable) for the repair or replacement of a Covered Part. At the sole discretion of the Administrator, We will pay up to the manufacturers suggested retail price for a part. Replacement may be made with new, remanufactured or used parts, which are of a like kind and quality comparable
  with the original design specifications and wear tolerances of Your Vehicle. At the sole discretion of the Administrator, We will pay up to the State Licensed/Licensed Repair Facilitys published hourly labor rate multiplied by the appropriate operation time as published in a national labor rate time guide. At the sole
  discretion of the Administrator, We reserve the right to request Your Vehicle be moved to another State Licensed/Licensed Repair Facility

  On September 11, 2023 Independent Dealer Group was advised that the customer moved the vehicle to another repair facility.

  On September 12, 2023 the repair facility in which the vehicle was moved, called Independent Dealer Group to continue the claim. 

  Authorization for covered repairs was issued on September 12, 2023 in the amount of $960.68

  Upon completion of repairs, and receipt of the final repair invoice from the repair facility, Independent Dealer Group will promptly issue payment to the repair facility 

  Please contact our office if you have any questions, 

   

   

   

   

• Initial Complaint

  08/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased *** policy with Brightlline Dealer Advisors / Smart Autocare. Completed the *** cancelation policy on 5/24/2023 at 2:21pm. They issued the check for $896.80, check #******* for $896.80 and mailed the check to ********************* to be deposited into my account at Suncoast CU. As of today 64, days later the check still has not been sent to Suncoast CU. When calling Smart ********* at **************, they stated they hold the checks for 45 days to gain interest on the policy. Called back again and was told they were out of mailing envelopes to mail the checks out in. Not they are not talking my calls because they stated that now 45 days have passed, they do not have to reissue the check and they funds are now theirs to keep, and no refund will be issued. VIN number the policy is on is *****************.

  Business response

  08/23/2023

   

  Independent Dealer Group, **** (IDG) is in receipt of BBB Complaint ********, and provide the following information.

  On May 24, 2023 IDG received notice that the customer wished to cancel the Addendum.

  On June 15, 2023 the refund was issued to the lienholder as per the terms and conditions of the Addendum, 

  On July 27, 2023 IDG received a call from the customer pertaining to the cancellation.

  IDG investigated the status of the refund check, and found that it had not cleared as of July 27, 2023.

  IDG reissued the check to the leinholder on July 27, 2023.

  The customer will need to contact the leinholder for status. 

  Please contact our office if you have any questions,

   

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a warranty by ******************* in *******, **********. The warranty is through Smart ********** which seems to be a difficult to contact group somehow related to ***********. They were a fairly responsive company until the cost of the warranty payouts exceeded the cost of the warranty. Now they have excuses, ignore contact, and play games like calling the automotive center minutes after they close. I will never accept a warranty through them ever again. They need to honor their obligation to repair my vehicle.

  Business response

  07/20/2023

  Good Morning ******, 
  
  Ownershield, **** is in receipt of Consumer Complaint #********. 
  
  Upon review, the correct administrator is Independent Dealer Group, Inc. 
  
  Can you please readdress the complaint to IDG? 
  
  Please let me know if you have any questions, 
  
  Thank you, 
  
  *********************
  Compliance & Customer Advocacy Manager
  Direct: **********************
  Mobile: ************

  Business response

  07/27/2023

   

  Ownershield, *** (OSI) is in receipt of BBB Complaint ID ********, and provide the following information.

  On June 8, 2023 a claim was initiated by the servicing repair facility for the following concerns:

  1. CUSTOMER STATES THAT THE ***** RIGHT TIRE IS LEANING IN AND MAKES A SCREECHING NOISE WHEN TURNING AND ABS LIGHT AND TRACTION LIGHT IS ON CHECK.  Technician found control arm is moving around; bushing worn impacting frame; shifting on turns changing alignment angle; tie rods inner and outer are worn out and loose; steering wheel angle sensor is coding for range out of spec.

  2. CUSTOMER SATES THAT THE DRIVERS ***** DOOR WILL NOT OPEN FROM HANDLE ADVISE. TECHNICIAN FOUND HANDLE IS NOT CONNECTING RELEASE ROD AT LATCH.

  The repair facility was advised of the claim procedure as stated in the Agreement under SECTION THREE BREAKDOWN COVERAGE; B. IN CASE OF BREAKDOWN.  As per the requirements, OSI requested a complete copy of the repair estimate for the required repairs.

  On June 14, 2023 the repair facility provided a repair estimate.

  On June 14th, 15th, 16th, and 19th OSI attempted to contact the repair facility to continue the claim, however no contact was made as the calls were not answered, and no voicemail was available. 

  Upon receipt of BBB COMPLAINT ******** on July 14, 2023, OSI attempted to contact the repair to continue the claim.  Once again, the call was not answered by the repair facility.

  Please have the repair facility contact our claims department to continue the claim.

   

   

  Customer response

  07/28/2023

  I am rejecting this response because:   The repair facility has tried for hours to contact you. You return calls after their normal business hours, which have been clearly communicated. If this behavior is not designed to postpone payment, then it is incompetence. 

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