Autrella Avis 

Réponse de Autrella

ll y a 2 jours

We’re sorry to hear you feel this way, Harold. We reviewed our records and want to clarify a couple of points.

The most recent claim we have for you was approved and paid under your standalone Wheel & Tire coverage. The wheel and tire were covered according to the terms of that policy, while items outside of that coverage—such as the wheel bearings, sleeve, and diagnostic charges—were not. That claim resulted in a payment of $1,115.36 after your $50 deductible.

Regarding the nearly $3,000 repair referenced for your wife’s motorcycle, if you are referring to a mechanical breakdown on the 2018 FLTRXS, our records show that service contract is administered by a different company. We do not have access to their claim records and are not involved in their coverage or claims decisions.

We certainly understand the frustration that comes with unexpected repair expenses, but we also want to make sure the claims and decisions attributed to us are actually claims that we administered.

Réponse de Autrella

ll y a 2 jours

Thank you for the feedback, and we’re glad to hear Sun Powersports took great care of you and that your covered repair was reimbursed.

We do want to clarify one point regarding the claims process. Discount ESP, and now Autrella, has always required claims to be formally submitted in writing through our online claims process or by email. We have not accepted or authorized claims solely over the phone, as the written submission provides the documentation necessary for our team to properly review and authorize a repair.

That said, we understand your frustration with the response time after the claim was submitted. Timely communication with both our customers and repair facilities is extremely important, particularly when someone is traveling and dealing with an unexpected breakdown. We appreciate the constructive feedback and are continually working to make that process as responsive and straightforward as possible.

Thank you for choosing us and for taking the time to share your experience.

Réponse de Autrella

ll y a 2 jours

Jeff, we’re sorry to hear about your frustration with this claim. We also recognize that our communication throughout the process could have been better.

As you mentioned, your previous starter claim was handled and paid under your coverage. This claim, however, involves a major internal engine failure, and our claims team determined that maintenance documentation is necessary before we can make a coverage determination.

We want to be clear that we are not closing the door on your claim. If you can provide the requested maintenance records, we are happy to reopen and re-review the claim for coverage based on that information.

Please contact our claims team so we can work with you directly to obtain the documentation needed and complete the review. We would genuinely appreciate the opportunity to get this resolved.

Réponse de Autrella

Actualisé le 31 juil. 2026

Thank you for your additional feedback, Devan.

We're disappointed to see a second one-star review from you within the past few weeks, particularly because this review raises a concern that we cannot reconcile with our records.

You state that it took over six months for us to issue payment. We have carefully reviewed our claims history with your repair facility and although we have paid multiple approved claims to your facility, we have not found any claim where payment was delayed anywhere near that length of time. For example, the most recent claim submitted by this shop was approved on June 18, and payment was issued on June 22, just four days later.

If you are referring to a different claim, we would genuinely like to investigate it. Please provide the claim or authorization number so we can review the timeline and address any issue that may have occurred.

We strive to process payments promptly once a final invoice is received and the claim has been completed in accordance with the authorization. While we recognize that delays can sometimes occur due to missing documentation or repair shop timing, we are not aware of any claim matching the six-month delay you've described.

We remain committed to handling every claim fairly, accurately, and as quickly as possible.

Réponse de Autrella

31 juil. 2026

Thank you for taking the time to share your feedback. We're sorry to hear your experience did not meet your expectations.

After reviewing your claim, we found that the timeline was primarily driven by the repair facility's completion of the required digital inspection. Your claim was received on April 10, and we requested the inspection that same day. The inspection was not completed by the repair facility until April 20. Once we received the information needed to evaluate the claim, we completed our review and issued a partial approval on April 22, authorizing $1,622.64 toward the covered repairs.

We understand that any delay is frustrating, regardless of the cause. Digital inspections are an important part of our claims process because they allow us to verify the cause of failure and ensure we are paying for covered repairs under the terms of the service contract. In this case, we acted promptly once the required documentation was provided.

Regarding the items that were not covered, those decisions were based on the specific terms of the service agreement. Certain components, including clutch bearings, are specifically excluded from coverage, and other requested items were determined not to be covered as part of the approved repair.

We appreciate your business and the opportunity to assist with your claim, and we wish you many trouble-free miles ahead.

Réponse de Autrella

Actualisé le 31 juil. 2026

Thank you for taking the time to share your experience. We're pleased to hear our customer service team treated you well, but we're sorry to hear you were disappointed with aspects of the claims process.

We would, however, like to clarify one important point regarding installment plans. The limitation on claim payments while a contract is still being financed is not a hidden provision or something first introduced during the claims process. It is clearly disclosed during the purchase process, and we require every customer financing their coverage to separately acknowledge this specific term by initialing the provision in the installment agreement before the contract can be completed. That provision explains that if a claim occurs before the contract has been paid in full, benefits are limited to the total amount paid into the agreement unless the remaining balance is paid off at the time of the claim.

In your particular claim, although the approved repair exceeded the amount that could be paid under the installment terms, we still provided $1,635.00 toward your repair after your deductible. Had the remaining contract balance been paid at the time of the claim, the full approved amount would have been available under the terms of the agreement.

Regarding the time your motorcycle was at the repair facility, we certainly understand your frustration. While the actual repair may have only required two days, the overall timeline often depends on factors such as the repair facility's diagnosis, estimate submission, parts availability, and the exchange of information needed to properly evaluate the claim. We continually work with our repair partners to keep this process moving as efficiently as possible.

We appreciate your feedback and are always looking for ways to improve the customer experience. Thank you for choosing us, and we hope you enjoy many more miles on your motorcycle.

Réponse de Autrella

31 juil. 2026

Thank you for taking the time to share your experience. We're pleased to hear that Phil was helpful, responsive, and easy to work with throughout the claims process.

While the initial claim could not be approved because the contract was past due under the customer's payment plan, we were able to promptly resume our review once the account was brought current. After discussing the revised repair estimate with your team, we completed an additional review and issued an updated authorization reflecting the covered repairs.

We were also pleased to approve over $650 toward the repair, helping get the unit back to the customer while minimizing their out-of-pocket expense.

Thank you for working with us throughout the process and for recognizing Phil's commitment to finding a fair resolution. We appreciate your partnership and look forward to working with you again.

Réponse de Autrella

31 juil. 2026

Thank you so much for sharing this, we're thrilled your claim was handled smoothly and that you're happy with the outcome. We appreciate your business!

Réponse de Autrella

31 juil. 2026

Thanks, Kerry! We're glad everything was handled promptly and as expected. We appreciate your feedback.

Réponse de Autrella

31 juil. 2026

Thank you for the wonderful review! We're so glad the claims process went smoothly and that our representative made a great impression — we'll be sure to share your kind words with the team.

Réponse de Autrella

31 juil. 2026

Thanks, Kim! We're happy to hear the process was hassle-free working with the dealer. We appreciate your review!

Réponse de Autrella

31 juil. 2026

Thank you for the great feedback! We're glad the approval process and customer service made a strong first impression. We'd love to help if you decide to offer this service to your customers — feel free to reach out anytime.

Réponse de Autrella

23 juil. 2026

Thank you for taking the time to share your feedback. We're sorry to hear you were disappointed with your experience.

We do want to clarify one important point for anyone reading your review. Your clutch claim was denied because the failed component was the clutch discs. Clutch discs are considered a normal wear item, For that reason, they are not covered under Harley-Davidson's factory warranty, nor are they covered under your Autrella Extended Service Agreement, where they are specifically listed as a non-covered component.

We also believe it's important to provide the complete picture. Less than one month later, we approved a separate claim under the very same contract and paid $753.93 for your tire damage under the optional Tire & Wheel coverage you purchased.

We understand that a denied claim is frustrating. However, our responsibility is to administer every contract as written and to pay every qualifying covered failure, not to deny claims arbitrarily. If there is a specific provision of your agreement that you believe we misapplied, we would be happy to review it with you.

Réponse de Autrella

23 juil. 2026

Thank you for taking the time to leave your feedback. We're sorry to hear that you were disappointed with the outcome of your claim.

Our goal is to pay every repair that qualifies under the terms of the service agreement while applying the contract consistently to every customer. In your claim, we approved coverage for the failed engine mount components and the associated labor. The throttle cable was denied because it had been rubbed through rather than suffering a covered mechanical failure, and the upper snorkel was denied because it was damaged by physical damage, which is not a covered cause of loss under the service agreement.

We understand not every claim decision will be the outcome a customer hopes for, but our responsibility is to administer each contract as written. We appreciate your feedback and thank you for giving us the opportunity to review your claim.

Réponse de Autrella

22 juil. 2026

We're sorry to hear you were disappointed with your claim experience. We do, however, want to clarify one important point about your coverage.

Your Sea-Doo was covered under our Modified Vehicle Coverage, which is specifically designed to protect OEM powertrain components on vehicles that have aftermarket modifications installed, provided those modifications are not the direct cause of the failure. The contract also explains that this coverage does not extend to the aftermarket performance components themselves.

In your claim, the failed component in question was a Fizzle aftermarket intercooler. While we were unable to provide coverage for that aftermarket part, we did approve coverage for the related OEM carbon seal kit, water test, and associated labor in accordance with the terms of your service agreement.

We certainly did not misrepresent your coverage, and our decision was based solely on the contract purchased. We understand claim decisions can be disappointing, but we remain committed to applying every contract fairly and consistently. If you have any questions about your coverage or would like us to review the claim with you in more detail, we'd be happy to help.