DriveSmart WarrantyReviews of drivesmartwarranty.com

Response from DriveSmart WarrantyMar 16, 2020

Hello Ms. Aleksic, 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 12/09/2019 you enrolled the 2014 BMW 320. On 12/26/2019 you called with an intent to cancel your policy after reviewing it within the 30-day review period. During this call the General Manager was able to clarify any questions or concerns found within the policy handbook. Our General Manager and our Customer Service Agents during this call wanted to make sure you understood the Terms and Conditions in this policy booklet before canceling out by explaining the benefits of keeping the coverage. 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. After reviewing the calls we found the General Manager did however repeat the address for you as well as how to cancel the policy each time he was asked to repeat himself. 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 did not find any issues with our customer service guidelines and the deposit was refunded in full before any correspondence was received as promised. On 1/6/2019 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 16, 2020

Hello Mr. Henderson, 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. Unfortunately, due to the lack on of information on your account, our compliance department was not able to locate an account with this name. However, in the occasion that a customer is asked for a bill of sale on a covered vehicle, it allows us to close an account out with the proper document needed to issue a pro-rated refund back to you. We would like to look into your case further and ask that you contact us at 888-578-3711 Monday-Friday 9AM to 5PM Eastern time and provide your policy details to determine if your account has been handled properly. Thank you.

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.