While the reimbursement for the covered part is greatly appreciated, the time to respond to the repair center was disappointing. I was traveling out of town when I received a brake failure notice.... Voir plus
L'entreprise a répondu
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Lisez les avis des autres
This company has done exactly what it committed in the contract. When there was an issue with the car, they investigated and once they understood the problem….they promptly paid for the repair. I su... Voir plus
L'entreprise a répondu
Submitted a claim online, and waited 14 days to hear back. Called various numbers and could only leave messages as I couldn't reach a human. Then I got a call returned from Kyle, and he was great to w... Voir plus
L'entreprise a répondu
My experience with Discount ESP can be put in three letters. WOW!!! It is great dealing with these people. When it comes to extended warranty you may have doubts but you don't need to worry about Dis... Voir plus
À propos de l'entreprise
Écrit par l'entreprise
At Autrella, we believe vehicle protection should come with real support and real people behind it. We specialize in service contract solutions for powersports, luxury, exotic, and specialty vehicles, helping customers and dealers access coverage options that fit their needs. Our team is committed to responsive service, transparent communication, and making the ownership experience easier when unexpected repairs arise.
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Bien
1 k avis
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A répondu à 100 % de ses avis négatifs
Répond généralement dans un délai de 48 heures
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Our customer was denied coverage…
Our customer was denied coverage because of some misleading conclusions and contract wording. We will not accept any further customers requesting services with your insurance policy’s.
30 juin 2026
Réponse de Autrella
We are disappointed to hear RC Cycles feels this way, particularly given the history of this customer's contract.
This motorcycle was protected by our Performance Plus Package; a highly specialized coverage that is virtually unmatched in the powersports industry. Unlike traditional service contracts that exclude modified motorcycles altogether, our Performance Plus plan provides coverage for many aftermarket performance powertrain and suspension components from an extensive list of approved manufacturers, including Baker Drivetrain, S&S, Fueling, Darkhorse Crankworks, Ohlins, Legend Suspension, and many others. Because of the unique nature of this coverage, certain conditions apply, including manufacturer warranties taking precedence and specific approved vendor/component requirements. Those terms are clearly outlined in the customer's agreement.
In this particular claim, the Baker transmission was covered by Baker's own 5-year/50,000-mile manufacturer warranty, which, under the service contract, takes precedence over our coverage. We therefore approved the labor required for the transmission repair, along with the applicable transmission gaskets, while the requested aftermarket lifters did not qualify as covered Performance Plus components under the contract and were therefore not eligible for payment.
It's also important to recognize the overall history of this contract. This customer has had no fewer than six claims approved, with more than $8,100 paid under this policy. That demonstrates exactly what this coverage is intended to do: pay covered repairs when they fall within the agreed terms and conditions.
We respect every repair facility's opinion, but we cannot disregard the contract provisions that allow us to offer one of the industry's most comprehensive performance motorcycle service agreements. We remain committed to working with dealers and customers alike to provide prompt, fair, and consistent claim decisions based on the coverage that was purchased.
Always have a great experience working…
Always have a great experience working with the team.
14 juin 2026
Réponse de Autrella
Thank you so much for the kind words! We're glad the team has been able to make your experience a great one every time. We appreciate you!
Great Service every phone call
Great Service every phone call. Quick pay and very easy to work with. The best extended contract company out there and proud to call a partner.
8 juillet 2026
Réponse de Autrella
Thank you for the fantastic review and for being a valued partner! We're proud to work with you and glad the quick pay process has made things easy on your end.
Réponse de Autrella
We're so glad Phil has made things easy for you! We'll be sure to pass along the kind words. Thanks for the review!
Réponse de Autrella
Thank you for the great feedback! We're happy to hear the transaction went smoothly. We appreciate your business!
From beginning to end contacting your…
From beginning to end contacting your company getting return call and your agent miss informed. I’m glad to have moved on. Unfortunately I still have motorcycle plan with AUTRELLA.
19 mai 2026
Réponse de Autrella
Bernie, we're sorry to hear that you were left with this impression.
Our records show that your claim was approved for the failed water pump, including parts, coolant, diagnostic time, and labor, in accordance with the terms of your service contract. The remaining charges were for coolant pipes, hoses, hardware, and related labor, which are not covered components under the agreement.
We also took the time to discuss your concerns directly, answer your questions, and even offered to cancel your service contract with a full refund, less the claim that had already been paid, if you felt the coverage was not the right fit for your needs.
We're disappointed to hear that you felt communication was lacking or that you received incorrect information, as that is not the experience we strive to provide. If there is something specific that you believe was misstated, we would welcome the opportunity to review it with you.
We appreciate your feedback and wish you the very best moving forward.
Réponse de Autrella
Thank you, Cam! We're glad we could explain things clearly. Let us know if you ever have more questions.
GENERALLY VERY EASY TO SUBMIT A…
GENERALLY VERY EASY TO SUBMIT A WARRANTY REPAIR CLAIM AND PAYMENT IS USUALLY RECIEVED IN A TIMELY MANNER
14 juillet 2026
Réponse de Autrella
Thank you for the great review! We're glad to hear the claims process was easy and that payment came through in a timely manner. We appreciate you taking the time to share this.
Don't use this company
Don't use this company. It's a complete scam. They won't pay out even close to what you'd be expecting for your service claim, and they will fight to get the payout to $0.00. Even on large item failures that are covered. You'll never get your money. Complete scam
14 juillet 2026
Avis spontané
Réponse de Autrella
We're sorry to hear you're disappointed with your experience. However, we do feel it's important to clarify that Autrella pays covered claims every day in accordance with the terms of our Vehicle Service Contracts.
In this particular matter, the claim was not denied because we were trying to avoid paying for a covered mechanical failure. It was denied because the repair facility completed the repairs before authorization was issued and before our independent inspection could verify the claimed failure, despite being advised that the claim remained under review and that no authorization had been granted. Our contracts clearly require that we be given the opportunity to inspect and authorize repairs before work is completed.
We understand that this can be frustrating, particularly when a repair facility is under scheduling pressure. However, those claim procedures exist to protect both our customers and our company by allowing us to verify the cause of failure before repairs are completed.
We categorically reject the suggestion that Autrella is a "scam" or that we look for ways to reduce every claim to zero. Every claim is evaluated on its own merits and according to the terms of the service contract. When a covered failure is properly documented and the claim procedures are followed, we pay covered repairs.
We remain willing to review any new information that may materially affect this claim.
Warranty didn't cover the convertible…
Warranty didn't cover the convertible repair. Guess the small print got me. Repair convertible doesn't mean Repair convertible. It means we'll think about repairing some of the mechanism.
10 juin 2026
Réponse de Autrella
Hi Carl,
We're sorry to hear you were disappointed with the outcome of your claim.
Your service contract includes coverage for the mechanical operating components of the convertible top. However, the repair submitted by your repair facility was not for a mechanical failure of the convertible top mechanism.
The repair facility diagnosed the condition as rear window glass separation from the convertible top due to encapsulation failure, which requires replacement of the convertible top assembly. Under the terms of your service contract, the convertible top material, glass, and other exterior body-related components are specifically excluded from coverage. Because the reported condition did not involve the failure of a covered mechanical component, we were unable to approve the repair.
While this type of repair falls outside the scope of your vehicle service contract, concerns involving exterior body-related components may be covered under your automobile casualty insurance policy. We recommend speaking with your insurance carrier to determine whether this condition qualifies for coverage.
We understand that claim decisions are disappointing when they don't result in coverage, but we remain committed to applying every contract fairly and consistently according to its terms. We appreciate your business and wish you the very best.
Was done fast
3 juillet 2026
Réponse de Autrella
Thanks for the review, Stanley! We're glad we could get things handled quickly for you.
Réponse de Autrella
Thank you, Kathleen! We're glad we could get the replacement taken care of quickly and get you back up and running.
This company has done exactly what it says it would do..they cover expenses associated with the repair of my SL63! it…
This company has done exactly what it committed in the contract. When there was an issue with the car, they investigated and once they understood the problem….they promptly paid for the repair. I suspect that they are under water on my vehicle repairs…but to their credit, they respond positively to my questions and requests! I would definitely recommend this warranty company! Absolutely professional!
9 juillet 2026
Réponse de Autrella
Thank you for such a thoughtful review! We're glad we could investigate the issue thoroughly and get your SL63 repair covered as outlined in your contract. We really appreciate your trust and recommendation.
Great experience.
Autrella covered the cost to replace the stator in my 2021 Ducati Multistrada. They are very easy to work with.
4 juin 2026
Réponse de Autrella
Thanks, Keith! We're happy to hear the stator replacement on your Multistrada went smoothly. We appreciate the kind words.
First time and totally satisfied
A component in my motorcycle stopped working, I took it to the dealer and they mentioned that never heard about Autrella before, I made a phone call to ask for instructions to proceed with the claim and instructions were simple and easy.
I called Autrella from the dealer and that was all, the dealer agent told me we needed to wait for Autrella to receive tge report of part not working amd approval to proceed.
Few days later, I was called from the dealer with good news, Autrella approved the claim, dealer order the part, it arrived and was successfully installed.
Whole experience was flawless and suoer satisfied.
8 mai 2026
Réponse de Autrella
Thank you for sharing your experience! We're thrilled the claim process was simple and that everything came together smoothly with the dealer. We appreciate you choosing Autrella.
Réponse de Autrella
Thank you for the kind review! Prompt communication is something we strive for, and we're glad it showed in your experience.
Highly recommend DESP Autrella
I've been a customer with DESP Autrella for years now. They always come through in the clutch and it's great peace of mind having them handle your extended warranty. Highly recommend them. 5 stars across the board!
16 juin 2026
Réponse de Autrella
Thank you so much for your loyalty over the years, Anthony! We're honored by the recommendation and glad to keep providing that peace of mind. We appreciate you!
I asked for a review of documentation…
I asked for a review of documentation of the decision, tried many times to contact adjuster with no response. This company service is terrible. I will be filing a complaint with BBB and more. Customer service sems not to be a priority. I am editing because the conclusion was not correct and your adjuster enailed if you have any questions or concerns, contact him. I did several times and he never answered calls ir email. The review ir conclusion was in accurate, so look up definition of oil consumption. It was all lost at one timebdue to nechanical failure. I believe your company does this alot. I will be persuing this matter.
31 mai 2026
Réponse de Autrella
David,
We're sorry to hear you remain dissatisfied with your experience.
We take customer concerns seriously, and we're equally committed to ensuring our claim decisions are based on the terms of the service contract and the information available at the time of review. We understand your concern that the failure resulted from a sudden mechanical event rather than excessive oil consumption. Our determination was based on the diagnosis and documentation submitted with the claim. If additional documentation or technical information establishes a different cause of failure, we remain willing to review it.
We're also sorry if you feel your attempts to communicate were not addressed. If you reached out to an individual adjuster and did not receive a response, that is not the experience we strive to provide. To ensure your request receives prompt attention, please send any additional information or requests for review directly to claims@autrella.com, where they will be reviewed by our claims management team.
Finally, we respectfully disagree with the suggestion that we routinely deny claims. In fact, our records indicate this very policy has had no fewer than eight approved claims exceeding $8,000, demonstrating our commitment to honoring our contractual obligations whenever a repair falls within the terms and conditions of coverage.
We understand that a claim denial is frustrating, but our decisions are based on the contract and the supporting documentation, not on a desire to avoid paying claims. If there is additional information you believe may affect the outcome, we genuinely welcome the opportunity to review it.
Let down , also Poor customer service
My 21 Triglide had a couple issues - the ABS unit failed, the shifter bushing failed and the clutch cable is leaking. EVERY maintenance has been done on the MC by the Harley dealership. When diagnosed by a Master Harley Davidson Technician the shop sent in the claim for repairs, the ABS unit was approved, the shifter bushing and leaking clutch cable denied.
I called and emailed Autrella several times and finally got a response after getting Jim Palmer who sold me the policy involved. This got me a second review in which video of the leaking clutch cable and looseness of the shifter in the bushing was shown.
After several attempts again to contact Autrella the items were denied again with a statement basically stating that since there was no puddling of oil from the leaking cable it was denied and that I should just tighten my shift lever , which is already tight, its flopping around because the bushing in the case failed.
First off, I was without my bike for several weeks due to the Autrella slow response and claim denial . I'm totally disappointed not only because the items were not covered after Autrella sent a message saying it should be covered but basically had to be in worse condition, even though a Harley Tech said they needed repair, but also at the poor customer service where they would not return repeated phone calls and e-mails. This company used to be far better at customer service. Not very happy with them any more.
22 avril 2026
Avis spontané
Réponse de Autrella
Kevin,
Thank you for taking the time to share your experience. While we understand your frustration, we do want to clarify a few important points for anyone reading your review.
Since the purchase of your contract, our records show that we have approved and/or paid eight separate claims totaling more than $5,200 on your behalf. We believe that history demonstrates our commitment to honoring our coverage whenever a claimed failure falls within the terms and conditions of the service contract.
Regarding this claim, we are happy that we were able to cover the $1,292.23 towards the ABS module failure. This was approved without hesitation because it met the coverage criteria. The clutch cable and shifter bushing, however, were reviewed not once, but twice—including an additional review by our underwriting team after receiving the supplemental videos you and your dealership submitted. Based on those materials, we determined that the clutch cable did not demonstrate an active leak as required under the contract, and the shifter bushing did not demonstrate a mechanical failure covered by the policy. Those decisions were based on the contract provisions and the evidence presented—not on a desire to avoid paying the claim.
You mentioned that the claim process was slow. Our records reflect a different timeline. The claim was submitted on April 29, and we promptly requested a digital inspection from the servicing dealership so we could properly evaluate the reported conditions. That inspection was completed six days later by the servicing dealer, after which we issued our claim decision on May 6. You requested a re-review that same day, and we completed that additional review—including the supplemental videos submitted by the dealership—and provided our final response on May 9. While we always strive to move as quickly as possible, we also want to ensure every decision is based on a thorough review of the available evidence.
We appreciate your business over the years and the opportunity you've given us to protect your motorcycle. Although we understand your disappointment with this particular outcome, we hope the history of eight approved claims and over $5,200 in paid benefits reflects our commitment to standing behind our contracts when covered failures occur.
We wish you many safe miles ahead.
Autrella went from zero to hero.
Submitted a claim online, and waited 14 days to hear back. Called various numbers and could only leave messages as I couldn't reach a human. Then I got a call returned from Kyle, and he was great to work with. He got answers about my claim in less than 24 hours. He quickly got me coverage, even when I'd messed up the pre-authorization process. This company came through in the end and showed a lot of good will. Be sure to pre-authorize your claims is my best advice.
24 juin 2026
Avis spontané
Réponse de Autrella
Thank you so much for taking the time to share this, and for your patience with us! We're truly sorry the first couple of weeks left you feeling stuck — that initial wait isn't the experience we want anyone to have. We're so glad Kyle was able to jump in, get you real answers, and make things right, even helping out with the pre-authorization hiccup. It means a lot that you stuck with us and saw it through to a good outcome. Thanks also for the thoughtful advice to fellow customers about pre-authorizing claims — we'll be sure to keep working on making that first response faster so future experiences start off on the right foot.
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