Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We bought an extended warranty thru Carchex and this company(Royal Administration services as the underwriters were suppose to process our claim. A phone adjuster called the dealership and first declined the service stating that the part wasn't covered but then called back the same day to advise it would be covered. Royal also decided to send out a ******************* to the dealership on Friday 01/21/2022 to test the part that was diagnosed by ******** as the cluster. The Royal Inspector gave no details on what he uncovered by the naked eye until today Monday 1/24/2022. In his report on file today when we call he reports he tested the part at the dealership with a "scan tool" and all the LED lights lit up to show no problem with the cluster. The ******** dealership saw no tool during his visit so how did he diagnose the problem without a thorough inspection with the correct equipment? They have denied our claim after getting over $800 from us to be customers.The service rep from Carchex, by the name of Sterling, and a Sales manager by the name of ******* even agreed they don't like to sell Royal product because they don't stand behind their warranty product and have failed to pay as requested on many other customers claims.This is unacceptable business practices and the service reps that work for Royal are very negative and rude to anyone that challenges them. They were very rude to the ******** dealership and to me as their customer when dealing with this issue.I am hopeful that BBB will assist in acquiring our funds back or at the least forcing them to make good on their ***************************************
Business response
02/02/2022
Please see attached.Customer response
02/02/2022
[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 have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************Initial Complaint
01/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
November 2021, I purchased an extended warranty policy from this company for a used truck we had purchased. The truck had a mechanical issue and had to be taken to the shop. The mechanic diagnosed the issues to be the frond differential and 4 wheel drive., which appear to be covered under this policy. This company has stalled covering this repair including insisting on several inspections themself, even broke a barring during one of those inspections, and now are saying they will not cover any of the repairs. Had the inspector not have broken the barring during the inspection, we could still be driving the truck, until it was repaired, but now the vehicle can not be driven and we are completely out of a vehicle. I want this company to refund us $1600.00 that we had to pay for the part they broke.Business response
01/26/2022
Please see attached.Initial Complaint
01/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The transmission on a vehicle of an elderly couple (****** and ***************************) is going out. We took it to a trusted transmission shop (someone I personally have known for 17 years). He filed the claim with this company that has been paid for about two years. They first sent out an inspector who only took a fluid sample, and now they refuse to warranty the transmission to get fixed. They have 190 thousand miles on the vehicle and are "covered" up to 208 thousand. They told the transmission shop they had to have the transmission taken apart and shown what the problem is (which costs for labor) or that the couple could breakdown because they have roadside assistance. These people who own the vehicle are in their 70s and have a special needs handicapped 12 year old child, and this company wants them to breakdown on the side of the road going to or from a doctors visit 2 hours from home?Business response
01/25/2022
Please see attached.Initial Complaint
01/10/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
January 5,2022 We have a warranty with carchex on a **** ********** Jetta. They stipulate you cannot use the contract until 30 days or thousand miles. My vehicle was brought in at 45 days with about **** miles since the purchase. In our opinion they intentionally refuse to cover services that according to the contract should've been covered an air conditioner compressor and an alternator. The customer representative kept saying that only having the policy 45 days this could not have occurred. I tried to explain when you purchase an older car there's no way to know when something is going to break that is the exact reason we bought the warranty. They would not standby what our mechanic suggested instead going by what their administrator said even though when their administrator came to look at the car they verbally said to our mechanic that the things that needed to be repaired should be repaired and then when the administrator sent the report back to the company that holds the warranty they changed it and said we did not need an air conditioner compressor but a different part that happens to not be covered under the warranty.Business response
01/17/2022
Please see attached.Customer response
01/17/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Please be advised that the car overheated on Friday, Jan 14, due to a faulty fan as Affordable Automotive indicated. As a result, the engine was damaged beyond repair and the vehicle had to be salvaged. Had CarChex authorized the repair, as indicated in the policy, the vehicle would still be on the road.
Also, the policy was cancelled in accordance with their policy, and we have received no response.
Customer Service was very impolite as well.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,******
Business response
01/21/2022
Please see responseInitial Complaint
01/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a service contract for my 2011 ****** Altima on 06/29/2018 for ******* due in monthly payments with ****** down and ***** a month. Contract number CIT001158. I am still within the contract period and mileage. On 12/29/2021 I took my car to ********************************* in ******, **** because my check engine light came on and because my car was having a hard time shifting. They did diagnostics and the trouble code that came up was P0744 which is the Torque Converter and is covered under my warranty. On 01/04/2022 the inspector for Royal Admin came out and said the code was not present and the claim was denied. I had my uncle who is an ASE certified mechanic run the codes again and the same code is there. I am asking that the claim be approved to have the work done that is covered under my service contract. I am requesting that I be able to be present when the inspector goes and reads the codes again and that the inspector provide a freeze frame read out when he reads the code again. The freeze frame will provide the *** number, the trouble codes as well as the date, time, mileage, speed and RPM's that the car was at when the code appeared. We waited six days for an inspector to come check it out. When a car sits for days without being driven it takes a few miles of being driven for the codes to appear in the system. The inspector said the code was a code in the past, but not a present code. When having it read after my claim was denied it is still a current code. I am asking for the claim to be reopened and to be approved and if an inspector has to come out again that they come to my home to check the code so I can supervise what happens. Plenty of complaints about cars sitting for days and the codes not coming back on until about 15 miles of driving. I want this process to happen the way I described or to refund the full amount that I paid for my service contract and not a prorated amount since my claim isn't being given proper attention.Business response
01/20/2022
Please see attached.
Initial Complaint
12/15/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
ZERO STARS!!! The absolute worst service ever. Bought an extended warranty in 2018. Filed a claim in December 2021 when transmission went out. They claimed that the fact that I have decals on my car advertising my business voided the contract. I have had these stickers on the car since 2014---LONG BEFORE the warranty was purchased.And so they voided the contract due to the stickers (which have been on the vehicle since long before warranty even considered) and they WON'T give me my money back for the contract they voided????And then ***** from Royal actually hung up on me when I called to complain???Are you even kidding me?????????Customer response
12/26/2021
I have not heard from the business in response to my complaint.Business response
12/27/2021
Please see attached.Customer response
04/14/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I have now waited for 4 months after this notification from Royal for the refund for the voided policy and I still have not received the refund. Four months after the BBB agreement in which I was told I would receive a refund is an exorbitant time to wait for that refund.
Business response
04/19/2022
Please see attached documents.Initial Complaint
12/14/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
On 03/30/2019 I purchased a warranty from Royal Administration Services Inc for 2,180.00. The entire front end of my vehicle is bad (left and right differentials and CV joints). I was without a vehicle for three weeks while they sent and inspector and requested service receipts all of which were provided. The fourth week they stated an entire engine take down and rebuild would be required in order to see if the point of failure was lack of lubrication. I had already provided all my service receipts proving that while the vehicle was in my care regular maintenance had been performed. The take down and rebuild of the engine would be on my dime and not even fix what needs to be fixed. The axels and differential are not engine related so it makes no sense for a complete engine tear down and rebuild which would cost me thousands of dollars. In the end I am paying out of pocket for items they said they would cover. I want the money I spent on this warranty to be refunded. They lied to me and took my money. I don't even see how this is legal in such a great country. This business had done this to several folks and should be ashamed. I deserve my hard earned money back. Thank you for your time.Initial Complaint
12/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought the titanium warranty for my 2015 **** F-150,, sunroof broke while opening it,, took it to a certified repair shop and they gave estimate on what it would take to fix, royal administration services approved it for a 1/4 of the cost, Im stuck with a broken sunroofCustomer response
12/19/2021
I have not heard from the business in response to my complaint.Business response
12/20/2021
Please see attached.
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
67 total complaints in the last 3 years.
14 complaints closed in the last 12 months.