ComplaintsforRoyal Administration Services, Inc.

• Initial Complaint

  10/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2016 2.0L turbo ************* Fusion with less than ****** miles that's been in the shop/dealership for over 2 months. It pretty much needs a new engine, due to coolant leak ($5000+). This has been a known manufacturing issue. I'm currently without a car because the extended warranty company and **** were going back and forth and the extended warranty company (Royal Administration) has denied my claim. My extended warranty is for 84mo/100,000miles (it's within both), but because the warranty company states this is a known issue (TSB) with a class action lawsuit, and any known issue is not covered under my contract. **** States this is out of their "known" range, even though other vehicles with the same year, make, and model were recalled for the engine repair/replacement. There is not one specific TSB for my actual year, make, model, engine size. All TSBs found were either in the correct year, but different engine size, or correct engine but 2017 or newer. The extended warranty company is breaching they're contract and have yet to ACTUALLY provide an explanation/proof of claim denial. They keep mentioning the **** and lawsuit, but the lawsuit is still IN LITIGATION and service bulletins do not pertain to my vehicle. I feel I'm being scammed and that they'll try and drag this out until my contract is expired.

  

  Business response

  10/23/2024

  Please see attached.

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 22, 2024 took my vehicle into the dealership for a check engine light. Dealer diagnosed my car told me I need a total engine replacement July 25, 2024 called major manufactory which is royal administration spoke to man named ***** recommended I take my car in to European shop Made an appointment with her European shop. August 7 2024 took the car into European shop diagnosed my car told me I need a total engine replacement European shop placed in a claim with administration August 7. 2024 Got a call from ******* from Royal administration. Asking car service records, bill of sale of the vehicle. August 7, 2024 Royal ministration sent out an inspector to the European shop to inspect my vehicle. Inspector inspected my vehicle came up with the same issues as the dealer and the European shop. August 9, 2024 got a call claim adjuster, ***** Of Royal administration. Claim adjuster told me I have to have the European shop do a complete engine teardown at my cost. I asked claim adjuster after I pay for a teardown. Whats going to happen?Claim adjuster told me they will resend an inspector to reinspect the car again. I asked if the inspector comes out and does not find any fault of mine which we have proof. Are they going to guarantee to fix my car? I got no for an answer. Ive been going back-and-forth with Royal administration. They cant answer any of my questions or guarantee to fix my car went on ****** reviews and seen everybody that put in a claim got denied. Basically Royal administration took my money. Cant answer any of my questions and I cant get the service I paid for. I dont understand how company is still in business for scamming everyone that puts in a claim and buys their warranty.

  

  Business response

  08/23/2024

  Please see below.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am the *** for my aunt, *************************. She had a charge on her account today to MEPCO for $185.83. I called ************** and it said the contract was with *********************** I was transferred and spoke with *** who said their number is ************ and address *************************************************. He said there is no customer service email to submit a *** and refused to tell me the owner's name. I called back with ******* on the call to cancel and spoke with *******. She said that ******* could not cancel since she had a *** even after ******* gave her verbal permission to speak with me and said she wanted to cancel. ******* said the *** must be mailed with a cancelation letter. ******* continued to speak over both of us, was argumentative and condescending.This whole exchange was unprofessional, unethical, and unacceptable. I want the contract canceled, a full refund, and ******* placed on their DNC list.

  

  Business response

  06/25/2024

  see attached 

  Customer response

  06/25/2024

   
  Complaint: 21892142
  
  I am rejecting this response because:
  I will not be satisfied until there is a refund. MEPCO needs to be accountable for who they take payments for and from going forward. 
  Sincerely,
  
  *************************

  

  Business response

  07/05/2024

  Please see attached.

  Customer response

  07/05/2024

  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 reject this response because as the business handling payments you should be vigilant in making sure professionalism and ethics are upheld. A business cannot refuse a cancellation and refund request made by the customer, which is exactly what happened. If this is who you choose to take payments for then  you are a scam as well. You should be ashamed. 

  [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

  07/20/2024

  Please see attached.

  Customer response

  07/22/2024

  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. 

  [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

  I reject this response because I did call Mepco and was told they couldnt do anything. If this is the case, why does your response say you canceled the contract? It cant be both ways so you lied to me at least once. You also gave me a business name that didnt match what I was told when I called them. Who was being dishonest then, you or them? Obviously both of these alleged businesses are shady, unethical and unprofessional. 
  

  Do NOT have any future contact with my aunt for ANY reason.
  
  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,

  *******

   

   

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I recognized in March 2023 that the warranty actually doesn't cover anything. I made the easy decision to begin the refund process, as I can use the $4,295 to make the repair to my vehicle. Here I am more than a year later, STILL waiting.. I've made countless calls, and have been told the same thing each time. Refunds take 8 to 12 weeks to process, I would receive a call on a Thursday and the check would be in the mail on Friday. Even with their potential '12 week processing period' I am 52 Thursdays past due for my phone call. You are committing fraud. My contract is cancelled, I was told if I call for roadside assistance, they won't come. Therefore, I can't use a service that I have paid for. Nor have I received my refund that is due to ME per THEIR contract

  

  Business response

  07/01/2024

  Please see attached.

  Customer response

  07/10/2024

  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. 

  [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,

  Brittany

   

   

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  CONTRACT # CMC100687 Purchased extended warranty for my vehicle for ******* Was denied 2 times for no reason. Last claim was for AC Compressor wich should be covered by warranty. Adjuster said we not paying, because AC Compressor is dirty from previous oil leak. Mechanics statement is Compressor can't be damaged because of that.My contract is CMC100687

  

  Business response

  06/20/2024

  Please see attached.

  Customer response

  06/22/2024

  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. 

  [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,

  *******

  Hello! I was spoken with many different mechanics and all of them say that is no way ac compressor can be damaged by oil leaks. This compressor has no clutch, and there's is no parts outside the compressor that can be damaged by oil leak. 

   

   

  

  Business response

  07/08/2024

  Please see attached.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2010 GMC Denali on 10/19/23 . I purchased a warranty through this company upon purchase of vehicle. Five months into owning the vehicle I noticed a knocking noise from the engine. Brought it in to a mechanic that works with warranty companies and had it diagnosed. The warranty company then told me to have an engine tear down. We tore it down seen the probable cause of noise and they were not satisfied so the warranty company requested a second tear down. This tear down showed minimal scorring on cylinder wall 1 and play with the piston. I was denied my claim because they said it was due to basic wear and tear and that can not be the case. The vehicle has ****** miles on it with a full carfax record of maintenance performed on the vehicle with the previous owners. **************** claims I had this issue prior to purchasing vehicle. Dealer has video on phone of vehicle prior to me owning it, showing no noise coming from the engine at all. I have requested email proof of reason for denial and also pictures that were taken of my vehicle from their 3rd party inspector they sent out to my mechanic. I have tried countless of times to resolve this issue, they have been rude and hung up in my face. I have every name to every person I have spoke to in this company. The lack of professionalism from this company is astonishing. There is no way my engine with proper maintenance and low mileage has issues with the cylinder and pistons due to wear and tear. I have the same exact vehicle already with ******* miles and it has never had that issue. This is not due to wear and tear and under the warranties contract they state all components that require lubrication in the engine are covered under warranty.

  

  Business response

  05/11/2024

  Please see attached.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2016 **** explorer was dropped off to ******************** belair on 12/22/2023. We called ***** today and was advised warranty company requested documents that were already sent with the first estimate paperwork. So in the meantime claim to even start repairs is still on hold after 2 weeks. This is a major repair and not even started yet. In meantime we are without a vehicle two weeks now just on hold for royal to accept the claim. In meantime they only cover a small amount for a rental. Is not much at all to compensate for their long process and repetitive asking for documents already received previous.

  

  Business response

  01/12/2024

  Please see attached,

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 31 Aug. 2023, I took my vehicle to *** of *********** ** (hereafter "***") for a diagnostic because of a Drivetrain malfunction warning light. The result of the diagnostic is in "Attachment 1." The *** service advisor called to file a claim *************) on my behalf (Policy #CPG003355) and the Royal Administration Services, Inc. (hereafter "Royal") rep. told *** that they could not process the claim because of an issue with the odometer reading which in their data system the odometer reading was ****** miles--an error they committed--from the initial date of the policy. Royal told *** to have me contact Royal to have the odometer corrected. On 31 Aug. 2023, I called Royal and spoke with ******. She requested copies of the vehicle maintenance records from the time the contract was created and processed (Attachments 2 & 3) as proof to verify the odometer reading was ****** and not 98,0079--the odometer reading on 7 Dec. 2021 (Attachment 2) was ****** miles one month before I purchased this policy. ****** instructed me to send all the maintenance records to the following email: **************************************** On 1 Sep. 2023 at 10:30 am EST, I called about the claim's status, and a new Royal ***** ******** took my call. ******* informed me to resend the maintenance records to ************************************ for Royal management to review and validate the correct odometer readings. At 2:30 pm EST on 01/09/23, I received a call from ******* informing me that management could not validate the odometer reading and that they immediately canceled my policy. I requested further explanation of said decision and why my policy will be canceled. ******* instructed me to call Pelican @ ******** for an explanation. When I called Pelican, I was put on hold, and no one responded. I truly have been deceived & robbed by Royal. I request a full refund of $3,528.72 from Royal as I am out of $3,528.72 plus the amount that I need to somehow come up to have my vehicle fixed.

  

  Business response

  09/15/2023

  Please see attached.

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Car was taken into dealer, *****************, on Aug 1, 2023 for a check engine light (code: 2C57). Dealer disassembled engine to evaluate repairs, contacted CarChex (Contract #CCR004320), Vehicle Extended Warranty holder, and informed them the car needs the Turbo and Valve Cover gasket replaced. CarChex initiated a claim (#*******) scheduled and adjuster to go to the dealer. Late on Friday Royal Administration Services calls me on behalf of CarChex and informed me I need to provide all my service records. I maintain all my records in an application so I exported the Database into an Excel format and emailed it to **************************************** Dealer calls me and states the claim was denied and CarChex is closed (3:00 pm MDT) for the weekend. **************** shop is open until 6:00, all day Saturday, and can't keep the car disassembled while I dispute the claim. I refuse to pay to have the car reassembled and authorize repairs on Friday Aug. 4, 2023. On Monday Aug. 7 I call Royal Administration Services to dispute the denial of coverage and discover they now need copies all my service receipts. I copied, scanned, and sent digital images of all my receipts to *************************************** on Aug. 6, 2023. On Aug 7, 2023 I received an Official letter from Royal Administration Services stating: " Reference is made to your recent claim under contract number CCR004320. No specified reason. Unfortunately, your request for reimbursement for these repairs is denied." This is the only non-verbal correspondence I've received on this issue from CarChex or Royal Administration Services. I'm a Mechanical Engineer and performed service every 5K miles while Mini recommends every 10K miles. ****** see the attached Database Export, beginning and ending service record receipts.

  

  Business response

  08/17/2023

  CS has reviewed customer complaint. This is not our customer . The customer has mistaken ** with a different company we are not associated with.

  Customer response

  08/18/2023

  Dear *************** Plan,

  Please accept my sincere apology.  This claim was not against you it was against:

  CarChex
  **********************************************************************
  *************

  AND

  Royal Administration Services, INC
  ************** Building F
  *******, ** 02339
  *************

  I'm working with BBB to transfer this claim to them.

  Sincerely,
  ***********************

  

  Business response

  08/21/2023

  CS has reviewed this customer complaint. We are not Carchex or **********************. Thank you.

  

  Business response

  08/31/2023

  Please see attached.

  Customer response

  09/06/2023

  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. 

  [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,

  ****

  I'm NOT satisfied with Royal Administration Services denial of claim.   I have provided my personal service records as extracted from my tracking database.  I have provided most all receipts.  Mini ****** recommended oil change interval is 10K miles and I have changed it every 5K miles.  I have also performed additional services (Brakes, Brake Fluid, Transmission Fluid, etc.) earlier then recommended by manufacturer.  I'm a Mechanical Engineer and have own 3 Mini Coopers.  I NOT pleased with Royal Administrative Services and CarChex.  If necessary I will elevate it issue until it is properly and professional resolved.

   

  

  Business response

  09/12/2023

  Please see attached.

  Customer response

  09/20/2023

  [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 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

  08/10/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My name is *************************************, I have previously filed a complaint against Royal administration services *** because of their refusal to pay for a power transfer unit problem that involves a transmission, drive shaft and related parts. The cost of the repair is *******. They charged me over ******* for the contract. in the course of 1 year after purchase of the contract the paid for an alternator which was approx. ******. The then proceeded to state there was rust found in the transmission and refused the claim. I asked them to supply me with the adjusters report to see what was really wrong s***e I do all my repairs at the ********************* and there should not be any poorly maintained parts. Upon reading the adjusters report I found that it stated there was not a high amount of ************** this was not the cause. When I pointed this out to the Royal rep. ** stated that I was correct and that was a mistake to say that was hat caused the problem. ** then sited the unlubricated parts was the reason for denial of the claim.when I initionaly filed the claim to the BBB the response I received was that I was untitled to a little over ****** refund, which I had stated thats fine with me and to please send me a check for that amount. In my booklet it states that I am to seek refunds strictly with royal administration services ***., no one else. I then waited for some answer, but non came. Now I am asking the better business please allow a dispute arbitrator to settle this s***e the company is not acting on good faith. I am only asking for a reasonable refund, nothing else. I did not pay around ****. Towards a ******* contract for a alternator to be covered. The following is the information you requested. Service contract#cpa000025 Car. ***** Chrysler 300 Date of contract purchase. 10/28/2021 Refusal date 6/13/23

  

  Business response

  08/18/2023

  Please see attached.

  Customer response

  08/20/2023

  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. 

  [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,

  *********

   

   

*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. ↩