ComplaintsforApex Protection Plan

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Initial Complaint
10/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 10/3/24 I took my 2018 F150 vin# ***************** into ******** ******** automotive in Bryan *** I have been experiencing hard shifts for sometime now, after researching and finding that the F150 transmissions 10r80 have been faulty and is a saftey issue I decided it was time to get it looked at. Upon inspection the shop determined that I would need a replacement or rebuild and sent the quote to **** my extended warranty company. Apex sent out a 3rd party inspection, after this they denied my claim due to a leveling kit and tires that were installed on the truck 8/24/24 on 39 days prior. The transmission issues were experienced before these upgrades were ever in place and I feel that **** should honor there warranty. I have filed an appeal with them and it was denied for the same reason, all I want if for them to repair my truck and if I would have know this would happen I would have never purchased anything from ****.
Business response
10/22/2024
Thank you for the opportunity to respond to this complaint. As mentioned in his complaint, Mr. ****** confirms that he has installed incorrect tires (over-sized) and added an aftermarket suspension lift kit to the vehicle. Per Mr. ******** contract terms and conditions, there are exclusions which apply specifically to this situation. Per "General Contract Exclusions (All Plans)" #**:
This Service Contract does not cover the following parts, services, conditions or events:

**. Repair or replacement and/or any loss caused by, or related to, any mechanical or vehicle alteration and/or modification not recommended/installed by the manufacturer of Your Vehicle. This would include, but is not limited to, the installation of any high-performance equipment, lift/lowering kits*, incorrect tires/wheels* or removal of any emission devices.
*Unless the Lift Kit/Over-sized Tire Surcharge option was selected.
As Mr. ****** has stated several times, he has chosen to modify the vehicle which is excluded by the coverage he purchased. As evidenced by contract exclusion #** quoted above, there is a Lift Kit/Over-sized Tire surcharge available. At the time Mr. ****** chose to modify his vehicle, the surcharge could have been added to his contract in order to maintain his coverage. Mr. ****** failed to notify Apex that he modified his vehicle and Apex was only made aware of the modifications after a third-party, independent inspector was dispatched to verify the mechanical failures reported.
At this time, Mr. ****** is welcome to add the surcharge to his contract which will prevent this situation in the future.
Customer response
10/22/2024
Complaint: 22453136

I am rejecting this response because:

as it states in service contract #** Repair or replacement and/or any loss caused or related to non of the upgrades I have done to my truck have caused or are related to the faulty transmission in this case. The 10R80 automatic transmission is a known problem on the year of F150 I own and further more my symptoms have been happening for more than 2 months and were now just bad enough to take to the shop as it has become a saftey hazard! All I am asking for is whats fair, if you allow me to add the surcharge and repair my truck I will be completely happy with your services.

Regards,

Ulan ******
Business response
10/23/2024
Over-sized tires have an overall diameter greater than the size the the manufacturer engineered and built the vehicle to use. This changes the speed at which the transmission turns the tires which, in turn, changes the overall gear ratio, transmission shift points, and engine load. Because of this, there is a greater chance of failure in these components when over-sized tires are installed. As Mr. ****** has chosen to equip his vehicle with over-sized tires, the reported concern with the transmission is not eligible for coverage under the contract he purchased.
Unfortunately, we are unable to add the optional surcharge to cover a failure that has occurred prior to the coverage being in place. Please accept our apologies. We take pride in covering 100% of eligible claims presented to ****. This claim, unfortunately, is not eligible for coverage due to the modifications Mr. ****** has performed on his vehicle.
Customer response
10/23/2024
Complaint: 22453136

I am rejecting this response because:

According to the ********-**** warranty act (15 U.S.C. 2302 (C) you cannot void or deny my warranty do to the parts unless you can prove that the aftermarket parts were the cause of the failure, and as I stated before this 10R80 transmission is a know problem. These symptoms were already in place before I replaced the tires on 39 days prior to the claim.
Regards,

Ulan ******
Initial Complaint
06/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a 2018 **** F-150 from Tomball Dodge on 3/21/24 with an Apex Gold Protection Plan. VIN# for the truck is *****************. The hood hasn't been open on that truck since I bought it. The truck broke down on the way to work on 5/21. I had the vehicle towed to a dealership. They informed me that the engine was locking up and after talking to Apex, they proceeded to take the motor apart to determine the point of failure. After disassembling the motor, the dealership determined that this was a catastrophic failure of the motor but could not find any signs of improper maintenance. After the inspector from Apex came out, he determined that the cause of failure was low engine oil (only 2.5 quarts found in the motor). The only service that was done on the engine was an oil change at the dealership before I bought the truck. Now Apex is denying the claim and will not cover the replacement motor 3 months after I purchased it. This is borderline criminal behavior and is completely unacceptable. How would I have known the truck was losing oil? No warning lights, no indication that anything was wrong until the truck broke down. This is the entire reason that I got the warranty coverage on the truck before I bought it. This seems part of a larger issue where this 'warranty' company is denying clear cut claims in order to save on costs. I have already sent this story to the news along with other instances where **** has denied claims of others, scamming people who need this service the most. Will update when I receive a response back from the network.
Business response
06/26/2024
I believe this matter is in the process of being resolved. ********************** at ************ was able to complete additional tear down to the engine which provided a coverable cause of failure under the contract. We are waiting on the repair estimate to be provided by the service department in order to finalize the claim. We expect this to be fully resolved this week.
Initial Complaint
10/24/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
July 18, 2023-All files were sent to APEX. August 8, 2023- Check #***** was created. August 22, 2023- Check was deposited into Chase *** August 23, 2023- Check was reversed from my account.I've been trying to deposit the check and still have not been able to. I've contacted ******************************* LLC, ************************************ but have not received any help besides a manager at Chase. The reason I have not been able to deposit the check is because the check is made payable to ****** only and so APEX needs to issue a new check, but APEX wants the original which was deposited into the *** but ***** provided a "LEGAL COPY" which according to *****, they have to accept the legal copy but APEX is rejecting this and is not resolving the issue. Now, ***** representative stated I can seek legal action against APEX for not accepting the LEGAL COPY. I've put ****** and APEX on the same line, and both concluded is up to APEX, I've had Chase and APEX on the same line and stated they would accept the legal copy but when sent to them, they rejected it. I have documents to back this up and I've been looking for some legal counselling.
Business response
10/24/2023
There are several issues at play here:
1. The check was made out to the lienholder as it should have been in a Debt Waiver claim.
2. NMAC endorsed the check to ******************** (as shown on the back of the provided copy) and sent it to ******************** instead of depositing the check and issuing a new check from NMAC to ******************** as is normal practice in these situations.
3. ******************** deposited the check into an ATM instead of taking it to a teller where he could explain the situation and show that NMAC endorsed the check over to *********************
Now, in order to solve this situation, we need the "LEGAL COPY" of the check returned to our office and we can reissue a new check directly to ********************* As it states on the provided documents: "This is a LEGAL COPY of your check. You can use it the same way you would use the original check." I would think ******************** could take this LEGAL COPY of the check into a Chase branch and get it deposited, but if ***** will not accommodate that request, we are more than happy to replace the LEGAL COPY with a new check (as soon as we receive the LEGAL COPY). Otherwise, ******************** would have double payments in his possession.

Please forward the LEGAL COPY of the check to:
Apex Protection, ***** ATTN GAP Claims, **************************************************, ********, ** ***** along with the nest mailing address to tender the replacement check written directly to *********************
Customer response
10/24/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***************************
Initial Complaint
08/11/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Me and my spouse have been paying for our protection plan for 3 years, when we finally needed to use it they denied everything that our contract stated was covered. When the dealer put in our claim they used false reason that did not have anything to do with the issues at hand per the repair of the dealership l, also lied about statements made by the dealer to justify the denial. The representative of the dealership confirmed and was astonished by the blatant lie told by the company. While doing some digging on the company it turns out they've done this to every customer they've had. At this point we are seeking restitution and really feel this business should no longer exist they are criminals and rob customers of there money with false reasoning to breach there contracts.
Business response
08/11/2023
Please provide your contract # or your VIN so we can locate your claim or at the very least the dealership where you purchased your contract. I cannot find any claims in our system for "*******************************" so having a VIN or the contract # will help us identify the claim.

I do see that you are in ********** and I would like to note that we only sell our VSCs through new car dealerships in *****. There is another company called ************************* that uses Apex in the description of their warranty coverage names, but they are not affiliated with us, Apex Protection, ***** in any way.

Please confirm your contract says Apex Protection Plan administered by Apex Protection, **** and, if it does not, please remove this complaint and file it against the correct company.
Initial Complaint
07/05/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
i purhased a new2023 **** explorer from ******************* may5,2023. I was forced to buy GPS tracking service for $995 .I waited until car registration transfer to my name. I sent APEX e mail in 10 days to cancel my service and get my money back.I never activated the service. They told me they can not do it.I dont want GPS service in my SUV. I did not sign any paper stating that you can not cancel this transaction. Dealer did not install any GPS device on my SUV on the behalf of Apex.My Suv comes with factory install GPS device.I dont want to activate it.I dont want to use it.I want my money back>i paid $995 dollars. MY vin number *****************
Business response
07/05/2023
I am sorry but you are incorrect in your statement. An Apex Protect *** device was installed on your vehicle by ************ and it was transferred into your name. Because the device is installed in the vehicle there are no refunds. We are more than happy to terminate the device so it no longer reports if you would like, but that will not generate a refund of any kind. You are more than welcome to discuss with the dealership to have the *** device removed from your vehicle and it will be up to them if they would like to give any kind of credit to you.

BTW, this should have been filed under Apex Protect *** and not Apex Protection. While they are related, they are separate companies.
Customer response
07/06/2023
Complaint: 20277607

I am rejecting this response because:There is no device install on my suv by dealer on your behalf. GPS device comes with my suv and install by factory. YOU provide tracking service.I dont want any tracking service from your company. I was forced to pay tracking service for your company that i dont want. This is a robbery, i did not activate your service.You can not keep my money because you did not provide me any service.The way this company does business is unethical

Regards,

**** ********
Business response
07/06/2023
I am sorry but you are incorrect. The dealer did have a *** device installed on your vehicle; the serial # is *****************. We cannot help you with your request. You need to be in contact with the dealer who sold you the *** device.
Customer response
07/06/2023
Complaint: 20277607

I am rejecting this response because:This business scamming customer. Dealer is selling this service in behalf of Apex. Let say Dealer install the gps device.(they did not i will complain them to Attorney generals fraud division). Gps device sells between 10 to 100 dollars. They charged me $995 dollars for the tracking service Apex provides.I dont want APEX service.I want the money back for the tracking service they charged.Any company ,can not keep the money they are not providing any service to customer.Dealer is not providing the tracking service. APEX is providing the service.Dealer is selling the service in behalf of APEX.If you claiming dealer install the gps device you deduct the cost of the *** device and return the rest of the money to me, Iwill deal with Dealer later.By the way %80 percent of new cars comes with *** install by factory. You can pull the serial number from gps and claim you install it ,will not work.That is FRAUD

Regards,

**** ********
Initial Complaint
06/22/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On May 20, 2022, I was at ************* Dodge dealership and purchased a vehicle with multiple service contracts. Shortly after purchasing the vehicle, I refinanced the vehicle which saved me *********. The new lender offered me service contacts that cost me $500 compared to the $7000.00 with APEX. I attempted to cancel the service contracts and get refunds, but the service contract documents show that consumers only have 10 days from the date of purchase to cancel. The documents show they were last updated in 2016. In 2021, ***** passed a law for consumers (HB ****) effective Sept. 1, 2021, which provides consumers with the right to cancel service contracts for a full refund, without penalty within 31 days from signing. See ***** Occupations Code: Sec. *********. CANCELLATION BY SERVICE CONTRACT HOLDER; REFUND. Further, within that law, it states that if the dealer requires the consumer to finance with them exclusively, (which they pressured me to do) they are restricted from offering the service contracts to the consumer. I understand this is state law and requires a separate regulating body to investigate, but this is my experience. I have emails from APEX showing that they are knowingly and willfully violating the state consumer protection laws in order to protect their profits. They refused to refund me any portion of the ***** I paid. I am very concerned that this practice is not just impacting me, but the many other ***** Consumers.
Business response
06/22/2023
I will be more than happy to look into your issue, but you may be confusing a service contract and a product warranty. I am unable to open your attached files in the eml format. Please forwarding those files as a pdf to ******************************* with BBB complaint and your last name in the subject line.

I can assure you that our *************** Contract is cancellable at any time during the contract term with a full refund being given if requested within the first 30 days minus any claims paid and a prorated refund based on the greater of the miles or time used minus any claims paid and minus a $50 cancel fee.
Initial Complaint
05/19/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
was sold the gold package when i bought my 2015 rav 4 june 1 2021. took my vehicle to ****** of ****** for some issues thet was supposed to be covered under the warranty. one problem was electrical outlet that ****** traced the wiring to a bad fuse, electrical was supposed to be covered but i had to pay *****. the other was rear hatch shocks were making noise and would stop in the middle of opening the hatch sometimes. these motorized shocks were supposed to be covered under the warranty but of course they denied it. you pay for the warranty but all they do is deny everything.
Business response
05/19/2023
Please reference your contract for the specific coverage language. Gold coverage is a "stated component" coverage plan which in ******** terms means the part must be listed to be covered and if it is not listed it is not covered.
The contract lists Electrical coverage under Gold as:
"ELECTRICAL: Alternator; starter motor; starter solenoid; starter drive; alternator voltage regulator; power window motor; power seat motor; wiper motors; distributor; manually operated switches; coil; horn relay; electronic ignition module; rear window defroster (except for physical damage); rear window heating relay; power door lock and actuator; convertible top motor; power antenna motor and mast drive cable; electronic fuel injection sensors, control unit and injectors; electronic transmission control module; gauges; stereo or audio equipment; cruise control components; sunroof motor; mirror motors; wiper washer pump and motor; combination entry system transmitters and receivers."
In addition, #3 in the General Contract Exclusions states the contract does NOT cover the following:
Normal maintenance items or parts normally designed to be serviced or replaced periodically during the life of Your Vehicle, such as, but not limited to: oil, coolant, fluids, lubricants, refrigerants, filters, (except when required in conjunction with a covered repair), spark plugs, spark plug wires, glow plugs, light bulbs, sealed beams, lenses, fuses, wiper blades and arms, battery and battery cable, drive belts, coolant and vacuum hoses, brake rotors, brake drums, brake pads and linings.
Fuses are clearly listed as an excluded item.
With regards to the complaint about the rattle of the shocks in the rear hatch, there are two exclusions that apply, #2 and #5:
#2 excludes: "Any loss to Your Vehicles frame and chassis, exhaust system including the catalytic converter, transmission cooler lines and hoses, manual clutch release bearing, clutch pilot bushing or bearing, clutch disc and pressure plate, shock absorbers or MacPherson struts, wheels, wheel studs, convertible top and straps, window and door handles, cellular phones and video entertainment equipment (unless Factory installed). All fasteners, including, but not limited to: bolts, studs, nuts, pins, clips and retainers (except when required in conjunction with a covered repair)."
and #5 excludes: "Repairs or adjustments to correct squeaks, rattles, water leaks or wind noise."
As you can see, rattles are not a covered mechanical repair. We take every step possible to ensure we adjudicate each claim to the letter of the contract. Unfortunately, the failures noted in this claim were clearly not covered under the contract.
Initial Complaint
03/08/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Extended warranty. This company does not honor the agreement. Breach of contract.
Business response
07/14/2023
The lifter repair for over $2,000 was authorized on 3/24 and paid on 3/29 through Nando's Repair Shop. The complaint should be removed.
Business response
07/14/2023
The lifter repair for over $2,000 was authorized on 3/24 and paid on 3/29 through Nando's Repair Shop. The complaint should be removed.
Initial Complaint
09/12/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 9/9/2022 i called apex to get roadside assistance i needed my tire changed. i got thru to a rep and was told id receive a text when someone would be in route to come help me. 5 min passes and i receive a text stating someone would be there to help in 60min about 55min pass and i get a phone call from a guy saying he had another job to do and that it would be another 2 hours till he could make it to me. i called apex back and spoke with a lady who said she would see about getting someone else just to be informed that if she canceled the first guy that couldn't get to me no sooner than two hours the wait might be longer. keep in mind I'm in the middle of a somewhat busy town the company I pay couldn't find me any help no sooner than 3 hours. I got to the point where I had to ask a stranger could I pay them to change my tire. I called apex back and talked to several rude employees that were completely no help what so ever. got transferred to claims and was told they don't do refunds for roadside and they didn't know why they told me to call them. everyone down to management was very unhelpful and unprofessional one manager told me I needed to speak with someone in roadside because that's who I had "BEEF" with. Hope im never actually stranded because who can i call on not apex who i pay. not to mention they also had they came out and helped me after i was on the side of the road for 2.5 hrs and i told them i had paid someone out of pocket to help me.
Business response
09/12/2022
I am sorry for this inconvenience. The roadside services are actually provided by a 3rd party vendor, not Apex directly. Can you please email ******************************* with your information including the *** of your vehicle and your best contact information so I can research this event with our provider and get back to you?
Initial Complaint
09/01/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
When I bought a used car from ******* certified they told me I had to get apex they failed to tell me that it was almost 9K worth of add-ons to my loan and when Ive been trying to cancel literally EVERY add on that they offered they told me I had 10 days from the date to cancel when Ive been trying for the past 6 months to cancel everything now I have a used car with 7K-9K worth of negative equity that I cant refinance or trade In because they refused to cancel the rest of the add-ons when I had called apex they said in order to cancel everything the dealership would have to fill out a form to cancel the remaining stuff and submit it when I tried to go in I was told I had no idea what I was talking about I had never made an effort on canceling anything and I had rude attitudes to me my wife and my mother by 2 managers all about canceling some stuff so I can get rid of the car and Im not the first service member to be taken advantage of by this dealership or company
Business response
09/01/2022
I will look into this matter on your behalf and will respond once I have all of the information from the dealership.
Customer response
09/01/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

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

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