Empire Auto Protect Reviews

On July 1, while I was still waiting for my replacement debit card, I texted the company my checking account routing number and account number so they could process my payment. During our text conversations, no one ever told me that payment by checking account was not accepted. They never attempted to withdraw the payment from my bank account. They never called me, emailed me, or texted me to tell me that my checking account information could not be used. Manager James later told me they have a 10-day grace period and that I needed to pay my bills on time.

Or that I was agreeing to a completely different contract.

I believed I was simply bringing my existing policy current. Later, my vehicle experienced a mechanical problem. I had it towed to a repair facility, paid for diagnostics, rented a vehicle, and expected my warranty coverage to apply. Instead, I was told I had no coverage because my "policy had just started." When I checked my account, I discovered what appeared to be an entirely new policy with a new policy number, a new effective date, and a new payment schedule. I do not recall authorizing a new contract. I also requested copies of both my original contract and the alleged new contract. I was told the original contract "doesn't exist anymore" and that I would receive the new contract by mail. As of this review, I still have not received it. I also cannot access the policy through the company's app.

As a result, I have had to pay out of pocket for towing, vehicle diagnostics, and a rental vehicle, and I am now facing repair costs that I believed were covered under my original contract. I have requested the call recordings, account records, payment history, and documentation showing when and how my original contract was cancelled and how a new contract was allegedly created. I have also filed, or am in the process of filing, a complaint with the New York State Department of Financial Services.

My advice to anyone considering this company is to keep copies of every payment, every text message, and every email, and to request written confirmation of any changes to your policy. If you experience a payment issue, do not assume that making the missed payment will simply continue your existing coverage.

This is a classic high-pressure scam. If you give them your debit or credit card over the phone, you will end up out of pocket, stuck with a worthless piece of paper that covers nothing, and left paying for your own vehicle repairs. Do not give Empire or any unsolicited caller your payment information over the phone. Verify everything in writing first!

"...He demanded my credit card over the phone, claiming I could only pay the first part over the line before getting a link for the rest. When I redirected the conversation and asked a few more questions, his tone completely changed and it became obvious he wasn't telling the truth. When I stood my ground and refused to give financial information..."

I ended up paying for the repairs out of my own pocket despite faithfully paying for the warranty. It feels like this company looks for any excuse possible to avoid honoring claims. Save your money and stay far away from this company. Their coverage is misleading, their policies are full of loopholes, and their customer service was no help at all. I would never recommend this warranty company to anyone.

I paid 15th months of payments totaling well over 2000. I got the platinum coverage, just in case. The man child on the phone told me that I cannot get a refund, because I didn't tell them about the branded title on my car. I called the company who I was making payments to, they proceeded to tell me that Empire Auto Protect has to send a refund request email for them to process the refund. So, man child lied about the refund. I call him back to tell him this new information that I got. He continues to tell me that it's my fault and there's no getting through him to a manager, he continues with his terrible customer service, then all huffy and puffy, says he'll send the email and see what he can do. I tell him I will call the other company to make sure the email was sent. I bet he won't send that email, I bet he blocks my number, I bet I won't get the refund that should be issued.

During the call, I was repeatedly told that I was being transferred to another department. After several transfers, another representative answered. I requested to speak with a manager and was informed that no manager would be available until Monday. His speech was slurred and erratic, and it sounded like he was on drugs.

At that point, I told my husband, “Wow, we’re getting scammed.” The representative then mockingly repeated, “Wow, we’re getting scammed,” and proceeded to use vulgar and inappropriate language toward both my husband and me. He became verbally aggressive, called me offensive names, and continued cursing at us over the phone.

The representative then read our home address aloud and threatened to come to our home, stating that he lived nearby on the a road near by our house and would “handle this” when he got out of work. This behavior was extremely alarming and completely unacceptable. We immediately contacted the police and filed a report regarding the threats and harassment. The police report number is **.

We have four children, and the entire conversation occurred on speakerphone. Our children overheard the threats and are now fearful for their safety. I am deeply concerned that a company representative would behave in such an abusive, threatening, and unprofessional manner toward customers. I would like this matter investigated immediately, including a review of the recorded phone call, and I expect prompt action regarding both the unauthorized charges and the threatening conduct of your employee.

Spoke to a manager by the name of Richard. He said he was looking into it. We’re praying to god this individual was fired. As this is a extreme safety concern, and also the other issues was looking into why money was stolen from us, etc. we’re also filing a police report for fraud as I addressed this to the manager, but he didn’t say anything about refunding us. He just needed it. Can we afford a policy? Is that no because we were told that it was transferred and lied to etc. Why would I ask for a policy when I pay 3500 dollars. Anyways Select Auto Protect told me that they continue to have this happen to their customers from Empire auto protect where they scam them. And customers call crying from what the unethical sales unethical does.