BBB files indicate that this business has a pattern of complaints concerning
- Consumers allege being contacted by Sky Auto through mailer advertisements. They have alleged the verbiage on the print Ad led the consumer to believe that Sky Auto were their current extended auto warranty group and that the consumers needed to contact the business with urgency.
The business has provided to the BBB an updated marketing mailer which has been been edited from This edit was made as to not confuse consumers into believing they already are enrolled with the companies warranty services.
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The edits made went from stating “Our records indicate that you have not contacted us to have your vehicle service agreement ACTIVATED.” to stating “Our records indicate that you have not contacted us to have a vehicle service agreement ACTIVATED”
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We do only offer the best option to consumers unless their vehicle does not qualify, so the advertisement is for the best level of coverage. We have summitted the clarification of terms for the letter and that should be reflect on the new letter.
- Consumers allege being enrolled into monthly payments for an auto warranty plan without full knowledge of such enrollment.
We currently have a plan in place to ensure that customers are aware that they are entering into a payment plan agreement to make payments for a Vehicle Service Agreement. The customer is told a minimum of two times on the initial sales call that there will be monthly payments associated with the Agreement. There is a specific verification of the customer’s information and payment method that the customer confirms on the initial sales call.
Additionally, we send out the full contract terms and conditions as well as the payment plan agreement in writing for the customer to review during the 30- day validation period. Our plan of action is to continue to verify the information on the initial call and send the information in writing for the customer to review.
- Consumers allege not receiving a full refund as requested for being enrolled into Sky Auto Protection without their knowledge.
Per the terms and conditions of the policy the customer is due a full refund in the 30-day validation period. Outside of that period they are due a pro-rata refund based on how long the contract has been utilized. This is stated on the initial phone call and also listed in the Vehicle Service Agreement. There are no restrictions to receiving a refund. We do not deny customer’s refunds. If there are any questions regarding the refund policy or procedure we make sure we explain the process in detail so the customer understands the amount of refund that will be provided. We make sure that a customer is refunded properly whether by electronic transaction or physical check.
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On 3/17/2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints.
As of 5/3/2023, BBB has received a sufficient response from the business who is actively working on the patterns above with the actions included.
A re-review of the complaints on 8/17/2023 and 12/1/2023 has resulted in finding that the pattern has not been alleviated:
- Consumers allege being contacted by Sky Auto through mailer advertisements. They have alleged the verbiage on the print Ad led the consumer to believe that Sky Auto were their current extended auto warranty group and that the consumers needed to contact the business with urgency.
- Consumers allege being enrolled into monthly payments for an auto warranty plan without full knowledge of such enrollment.
- Consumers allege not receiving a full refund as requested for being enrolled into Sky Auto Protection without their knowledge.
As of 1/19/2024 the pattern of complaints has not been addressed.
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