DriveSmart WarrantyReviews of drivesmartwarranty.com

Response from DriveSmart WarrantyMar 16, 2020

Hello Ms. Allah, Thank you for leaving a review regarding your experience with us at DriveSmart. We apologize if you feel as though your interaction with us was less than satisfactory. Due to the nature of the complaint, our compliance department had reviewed all the calls and notes related to your claim. On 1/22/2019 you enrolled the 2014 Buick Encore, it was explained to you in the enrollment call that you would receive a policy booklet that overviews inclusions and exclusions of your policy. After enrollment the policy booklet was sent out to you as promised. On 9/27/2019 a repair shop had called to submit a claim for repairs and this claim was denied due to the nature of the repair. On 9/30/2019 our Customer Service Department faxed over the policy information that discusses the component that was repaired upon. The policy stated "NON COVERED COMPONENTS - WATER OUTLET, JUG HOSE, AND FAN RESISTER. POTENTIALLY COVERED COMPONENT- CYLINDER HEAD - - - IN ORDER TO DETERMINE IF THE CYLINDER HEAD IS AN APPROVED COVERED PART OR NOT, THE CUSTOMER WILL NEED TO AUTHORIZE A TEAR DOWN (ENGINE TEAR DOWN). THERE IS A 50/50 SHOT. THE PART WILL BE COVERED IF THERE IS A MATERIAL DEFECT OR IF ITS BEING AFFECTED BY AN INTERNALLY LUBRICATED PART. IT WILL NOT BE COVERED IF THE PART HAS OVERHEATED OR IS EFFECTED BY A EXTERNALLY LUBRICATED PART. THAT IS UP TO THE CUSTOMER TO DECIDE. ADVICE FOR NOW IS TO RELATE INFO TO THE CUSTOMER SO SHE CAN MAKE THE DECISION ON THAT, DEFER A PAYMENT, AND ADD SEALS AND GASKETS PACKAGE FOR FREE." The claim ended up being denied because after you authorized a tear down the repair shop had found that your component was not covered because the cylinder head was warped due to overheating and the policy specifically excludes any part to be covered due to this reason. On 10/14/2019 you called to cancel your policy because you were not satisfied with said claim and a Customer Service Representative gave you a discount on your policy and changed your policy to paper-statements to try and resolve the issue at hand to which you accepted and have kept the policy. We truly apologize for any inconvenience this may have caused you but unfortunately we could not help more in this situation due to the policy handbook and the nature of this claim. We want to thank you for your patronage and if you have any questions about your policy handbook or any future claims, feel free to contact our support department at 888-578-3711 Monday-Friday 9AM-5PM EST. Thank you.

Response from DriveSmart WarrantyMar 13, 2020

Hello Mr. Cavallo, Thank you for leaving a review regarding your experience with us at DriveSmart. We apologize if you feel as though your interaction with us was less than satisfactory. Due to the nature of the complaint, our compliance department has reviewed all the calls and notes related to your account. On August 28th of 2019 you enrolled the 2016 Honda Accord, it was explained to you in the enrollment call that you had a 30-day review period which will allow you to cancel with a full refund of your deposit if decided to call Customer Service. After enrollment the policy booklet was sent out to you as promised. During the 30-day review period you contacted customer service on 9/4/2019 with an intent to cancel due to the policy handbook. Our Customer Service Agents during this call wanted to make sure you understood the Terms and Conditions in this policy booklet before canceling out. After that point it was determined that you wanted to proceed with cancellation, so a cancellation request was submitted for you to receive your full refund. However, as per the policy handbook, a written intent to cancel is needed to close out coverage entirely and cease billing attempts. This is stated in the booklet for protection on yourself as a consumer as well as the administrator to ensure they are not liable for any future claims. We apologize if this was an inconvenience however we refunded the deposit in full before any correspondence was received as promised. On 9/6/2019 the correspondence was received and your coverage was canceled and future billing ceased. We apologize for any inconvenience caused and if you have any further questions or concerns, feel free to contact out support department at 888-578-3711 Monday-Friday 9AM-5PM EST. Thank you.

Response from DriveSmart WarrantyMar 13, 2020

Hello Mr. McCune, Thank you for leaving a review regarding your experience with us at DriveSmart. We apologize if you feel as though your interaction with us was less than satisfactory. Due to the nature of the complaint, our compliance department has reviewed all calls and notes related to your account. On 1/11/2019 you enrolled in the vehicle protection plan for your 2017 Chevrolet Cruze. On 1/11/2019 you called back to cancel due to administrator ratings but after a representative discussed their A+ rating you decided to keep the policy. On 1/14/2019 you called to cancel again and decided to keep the policy and bring it to a Chevrolet dealer to look it over for you. On 2/5/2019 you called to cancel the policy for affordability issues and to help you resolve this you were offered a discount from one of our Customer Service representatives which you then accepted and kept the policy. On 6/10/2019 you had called back to cancel due to account overdraft from payment that was auto-billed. The customer service representative refunded the payment for you, defered your payment, and took off auto-billing to resolve the issue. On 7/5/2019 you had called to cancel due to affordability issues and to resolve this our customer service defered another payment, and you decided to keep the policy. On 8/5/2019 you called to cancel due to financial issues again and our Customer Service Department was working to help you and offered a cheaper auto protection plan to which you agreed to take. Finally, on 8/26/2019 to cancel due to affordability where at that point your cancel request was submitted. We apologize for any inconvenience caused however each time that you had requested to cancel our Customer Service Representatives did their best to resolve any issues you had and on each occasion you felt the resolution was satisfactory to continue with your vehicle protection plan. If you have any further questions or concerns, feel free to contact our support department at 888-578-3711 Monday-Friday 9AM-5PM EST. Thank you.

Response from DriveSmart WarrantyMar 13, 2020

Hello Ms. Jenkins, Thank you for leaving a review regarding your experience with us at DriveSmart. We apologize if you feel as though your interaction with us was less than satisfactory. Due to the nature of the complaint, our compliance department has reviewed all calls and notes related to your account. On 3/20/2019 you enrolled in the vehicle protection plan for your 2012 Chevrolet Traverse during the enrollment call it was found that there were no discussions of the vehicle ever being used for Lyft. A few days passed enrollment you received the policy handbook which explained that if the vehicle was ever used for commercial (Uber, Lyft, etc.) that a business use fee would need to be added in order for the claims process to activate. We did not hear from you until April of 2019 which you initially called to cancel due to financial difficulties. Our Customer Service Department needed to obtain approval to resolve your situation in which required a call-back. Phone records state that our customer service agent attempted to call you on three different occasions regarding your situation and we were not able to reach you either time. You called back in on 4/19/2019 in which the agent you spoke with offered to discount your policy, push your billing date, and remove you from auto-billing. On this date you agreed to keep the policy. In July of 2019 you called us due to a denied claim on your vehicle. Our customer service agent reached out the administrative claims department in which explained to us that it had been found that your vehicle was used for Lyft and the sticker remained on your car. Due to the policy not including the business use fee unfortunately the administrator could not pay on the claim due to the terms in the policy handbook. Our agent then reached back out to you to explain the reason for the claim being denied and offered to add the business use fee at no cost to you. It would allow all future approved claims to now be paid. We apologize for any inconvenience this may have caused but we want to thank you for your patronage. We look forward to being able to assist you in any situation that may arise in the future. Feel free to give us a call for any of your contract needs at 888-578-3711 Monday-Friday 9AM-5PM EST.

Response from DriveSmart WarrantyMar 21, 2019

Thank you for leaving a review with us at DriveSmart. We apologize if you feel as though your experience with us was less than satisfactory. Due to the nature of the review, we had our compliance team review the notes and calls related to your account. You enrolled with Drivesmart on 2/13/2019 with a 30-review period. In this time, you were able to review all the terms and conditions related to the policy that was best matched up for your vehicle. In accordance with the enrollment call, the senior representative did give you all the necessary facts regarding the services being offered to you. She thoroughly explained the process to you. After enrollment, the verification agent also reiterated what your senior enrollment agent had went over with you to ensure you fully understood, before we were to ship out the live policy handbook. We did not hear from you until 3/19/2019 in which you were thinking about canceling the account because you didn’t like the terms regarding the service being a reimbursement plan to cover your oil changes, brake pads, battery, cooling system maintenance, diagnostic + alignment check, and your safety inspections. You also were questioning the $50 deductible you were given. Therefore, we would like to clear up the confusion for you. The service contract that was paired up with your vehicle, did in fact come with a $50 deductible. This would be the only out of pocket expense to you when making a claim on approved repairs. This is true to the service contract and approved repairs, all of which are all paid for with a credit card. The maintenance plan is a free add-on that comes with the service contract but, is a separate product. This means the maintenance plan has terms of its own. The free maintenance plan is in fact reimbursement and rest assured that all customers who use this plan receive their reimbursement check with in 1-2 weeks from submitting receipts to the administrator. The roadside assistance portion of the service contract is NOT reimbursement and is paid on the spot, much like the approved repairs. Also, our plans are in fact accepted at any licensed service center to be used. If a credit card is accepted for payment, then the policy can be utilized there. Please note, that licensed service centers are individually owned and have the right to deny utilizing the services we offer. Thanks again for leaving a review, we hoped to have cleared up any issues or questions you had. Feel free to contact us. Best Regards, DriveSmart Warranty, 888-578-3711

Response from DriveSmart WarrantyMar 15, 2019

Dear Carlino123, Thank you for leaving a review regarding the alleged experience you have had with us at DriveSmart. We use all reviews to ensure we are constantly upgrading our customer experience. We are very sorry to hear about this unfortunate experience. We take our Customer Service very seriously and always investigate a situation when it comes to unhappy/unsatisfied customers. Unfortunately, “Carlino123” we are unable to identify an account with that name and lack of any additional information provided here. With, there is not much that we could investigate the situation and attempt to make it right. For further assistance, we ask that you call our Customer Care Department and ask for a member of management to relay your concerns this way we could provide a resolution. Please be sure to explain this situation, they will be able fix this issue you are having, and you will not receive further calls. We are very sorry about this inconvenience and will do our best to fix this issue. Best Regards, DriveSmart Warranty, 888-578-3711