Portfolio
reviews and complaints

On January 11, 2022 I had to call Portfolio to find out information about a car's warranty, etc after the unexpected passing of my husband. Because I had various questions, I was referred to 3 different people -- all with minimal hold time and prompt response. I spoke with ***, *** and ***. All three of these ladies were helpful, knowledgeable and so kind and compassionate. It made a tough call easier. I appreciate excellent customer service -- a lost art these days. Thank you for providing amazing assistance! Folks these days are so quick to complain and slow to compliment. Excellent customer service deserves recognition and these 3 ladies provided excellent customer service!

My problem began with my vehicles air conditioning. I was told the problem would be resolved and the repairs would be approved 08/22 within *** hours. It has been an entire week.Now being monday august 29th , with no contact or resolution to why the vehicle repairs are not being approved. I am a single father with two children and now have no vehicle nor rental car to even accommodate my transportation needs. I asked portfolio to give me a corporate number, they claimed they do not have one, i asked to speak to a manager TWICE and have not been assisted from a manager yet. I need a rental car to get to work and take my children to school. THIS IS HORRIBLE CUSTOMER SERVICE AND A HORRIBLE BUSINESS.

I have been a service consultant for many years and my least favorite thing has been having to contact extended warranties. I have always hated it, normally they argue with you and keep you on hold for way to long. Portfolio turned it all around for me and really sets the bar high for any other company. Anytime I have to deal with portfolio/express the experience has been very pleasant and expedited. I'm always happy to see a portfolio contract. My last experience has been with Elizabeth Roman who went above and beyond with helping me throughout the process and restored my faith on the way extended warranties processes should be. If all extended warranties followed in their footsteps the world would be a better place. Thank you!

My husband and I purchased an extended protection for our vehicle from Portfolio in the amount of 3900.00 when it came time to use it WE were extremely disappointed! I was out of town with the vehicle and had issues with the DEF i was able to get the vehicle to a dealer and was told it would take up to 48 hours to get an answer on what was covered? I have a horse trailer and live animals on board. 48 hours? Once I got the answer it paid very little. After a week with no vehicle they covered 300 and i had to pay over 1300 no Truck for 5 days. The ford dealer did give me a rental car but nothing to be able to haul my trailer. Left stranded, out of town and paid very little. No a good service ! I would not recommend this coverage

These comments are regards to ***,vsc claims payment processor, *** office of Portfolio.I was having problems getting my claim with Portfolio started when I stumbled across ***. She was like a breath of fresh air. She was so nice,and her customer service skills are second to none. *** stayed in touch with me even after I thought we were done.She would email me back to see if I had been taken care of. This is an edited quote from our last emails."I received an email from *** He stated that you had called their office for any updates. I hope this was helpful. The number to the *** will be +++++ you may ask for Ed+++Reply Thank you! everything has been taken care of. Thanks for your help. I would like to say that everyone was very helpful once I was able to get around initial person who answered the phones. He could learn a great deal about customer service from you. Thank you again

Horrible coverage. I bought a 2016 Fiat 500x Trekking and paid for the extended warranty. Well my back hatch handle started messing up. Took it to the dealer and they stated there was a wiring short and the electrical switch which is in the handle needed fixed. They tried to get it covered being again that it is electrical and the ONLY way to open my hatch. Portfolio denied this as they stated door handles are not covered. I tried to explain that it was electrical which is covered and that the switch was the ONLY way I could open the door. There is no button inside that can pop it open there is no button on my key fob that can open it just the electrical button on the pad of the handle. They still refused because once again they said it is a door handle. I just don't get it. It wouldn't be that big of a deal if I had another way to open the hatch but they still don't care the switch is 771 dollars. So looks like a now have a car that I can't utilize the hatch because I got the crappy warranty from these people. Way to assist with electrical issues!

WORST EXTENDED WARRANTY -"PORTFOLIO PROTECTION"I bought a *** Sonata sport 2.0T. After it reached ***, the engine had a problem with OIL CONSUMPTION; I purchased an Extended Warranty with a PROTECTION PORTFOLIO, and they declined the OIL CONSUMPTION PROBLEM because it was a manufacturing problem from ***. Although *** dealers offer this warranty to cover engine issues, it now does not cover them. Also, *** washes its hands and declines, saying it is out of contract but PORTFOLIO TOO. At this point, no one responded. Now with the worst service in *** in ***, *** r. Twenty-three offered to buy my car for training, giving me just ***; they were changing the oil for almost three years every *** miles saying that all was good with the vehicle. Now I need an engine, and the oil does not last even 600 miles. I have to buy a new engine that is over $9.000. I would never recommend this brand, mainly because after *** miles, you will need a new machine, and no one will respond; at that time, the coverage will end, and even if you buy an extended warranty, it will not cover.

The Issue: Complete the process for my Transferable Extended Warranty for a two year old *** motor home.***, Senior Contract Administrator for Portfolio | Express, assisted me on 2 July *** California. *** understood the underlying problem was communication. She was calm, and reassured me that the issue would be solved. After several road trips, my Class C motor home needed to go into a local *** Repair facility for repairs covered under the Transferable Extended Warranty on 14 October . I contacted *** again to ask her if my Extended Warranty was completed. Unfortunately, it had not been. She reviewed her notes from 2 July, asked who I had spoken to at Portfolio, reviewed the document that the Extended Warranty paper work was completed correctly except that the processing fee had not been received from the *** Dealer, and explained that she would contact the *** Dealership. Before the Close of Business EST, she confirmed that the contract was now in my name. *** was so polite and professional in handling the matter and reassuring that she would get to the bottom of the matter. She did. All Good! She believes in a very simple axiom that it is Easier to be Thoughtful than Thoughtless! Thank you ***!T. Faith

I would like to thank *** for helping me complete a policy cancellation action that was made difficult by the dealer. What should have been a 1- or 2-week transaction, took over 3 months to complete. Portfolio needs a policy cancelation from the dealer to process the refund to the dealer. The dealer in this case simply would not send in the policy cancellation. For two months they said they gave it to the Warranty Administrator who is supposed to send it in. I asked to speak to the Warranty Admin, and they said she does not speak to the public. Finally, I asked *** what other recourse I have. *** sent an email to someone that got the dealerships attention immediately. A day later, I got a phone call from ***, the Warranty Admin, who said she never received the cancellation paperwork, that this is the first she has heard of this situation and that she would process the cancellation and refund immediately. In about a week, I received the refund check. What is unbelievable is that I have been a customer of that dealership for over 30 years and have bought 3 new and 1 used vehicle beginning in ***. Again, I would like to thank *** of Portfolio for her professional demeanor, job knowledge, helpfulness, for taking action and following up until closure. Also, thanks to *** at the dealership.

It is stressful enough to deal with car issues but having to deal with unempathetic ***'s is the worse.I am having issues (transmission) with my '17 *** Silverado but I felt at ease that I had bought this additional coverage. It has been 5 days since I dropped off my truck at the dealer. The dealer has had a hard time trying to get estimates and help from portfolio. They finally sent an email stating that they would not pay 4k which is what a new transmission costs. Instead they want to provide a used transmission with only 1 year coverage. They then informed the dealer that if I did not want a use one I could pay the difference. The used one is valued at around $2,400 meaning I would have to around $1,600. When I called their *** the *** was rude, her tone was horrible. She didn't care about my issues because they are not her issues. She kept telling me to refer to the contract. Also, the USED transmission will take *** days to get to the dealer. They are only offering me 5 days of car rental. Meaning I will be carless for 10 days, of course the *** again told me to refer to the contract. I looked at my contract and I paid $2,695 for this extended coverage.To me it looks like they are only covering.. around what I paid for this extended coverage. This is my 1st car that I have bought trust me a *** WELL LEARNED. I will not be purchasing any MORE extended coverages... it not worth the headache and the stress.

On January 21, 2022, I had the opportunity to meet a lead claims officer over the phone, who handled my situation to the utmost. I believe in giving credit where credit is due, so I will share my comments...in 2018, I purchased a new motorhome which held a 2 year manufacturer warranty. With this purchase, I chose the highest priced extended warranty, which ended up being with Portfolio. I had not used it but once, when another need arose. I was told that Portfolio denied the second claim. I immediately put in a phone call and, to be honest, I was prepared to tell the adjuster that I was very unhappy with this "extended warranty" policy and that I was going to proceed with notifying the company from whom I purchased my motorhome.However, AS SOON AS I JUST SAID "I've been told that a claim has been denied", *** looked up my claim and came back on the phone IMMEDIATELY saying, "I am calling the repair dealer right now and approving this claim."What impressed me so was that *** even questioned something else that I had paid for out of pocket, just to make sure it was not something that Portfolio should have paid.In just the few minutes of interaction with ***, my faith in Portfolio was restored and he even gave me the reassurance that I can contact him directly at anytime in the future, should the need arise.Thank you, Portfolio and thank you, ***.Credit is due!Have a Blessed day!

I am very disappointed with the service and the company as a whole. I have called the Claims Department several times and each time I have been waiting for 30 plus minutes to speak with an agent. I took my vehicle in for service at my local dealership on 3/2 in which a few issues were discovered. The Service Manager reached out to the company on 3/4 with the needed repairs and after 1-day of waiting for approval was told that additional time was needed due to the dollar amount. Finally, approval was sent on 3/6 and the work completed. However, on 3/7, I was told that my vehicle was ready but could not be released due because payment was pending from your company. Seven days into this fiasco, my vehicle is still at the dealership because of a declined payment from your company. I have paid way too much money to deal with such disorganization and disregard for customer service. As I am typing this, I was on hold for 20 minutes just to be told by an agent that the department was closing for the day! This is super frustrating! I would NEVER recommend your services to anyone! EVER! I have been without a vehicle for over a week now and no one seems to care. I have never seen such poor quality of service and inefficiency! Each point of communication exected thus far has been inadequate, inconsistent, unreliable just substandard! It shouldn't be this hard. No one should have to continuously get in contact with someone in your company to get things completed. Your process/workflow is useless! This whole thing has been a nightmare and I am ready for it to end!

I purchase Portfolio Warranty for my 2015 Audi A3 through *** 4 months ago. My car started to run hot I was directed from dealer to contact warranty company. I am very upset and unsatisfied with management and customer service. This has been horrible experience. I paid a total of *** for down payment for car including warranty. The warranty only covers 5 days of rental $35 a day. My car started heating on 1/2/2022 called in talk to *** on 2/2/2022 Portfolio Rep from the Audi dealer in *** . She told Audi Rep and I that car wasn't covered for that location I needed to go on repairpals.com and find a mechanic off list. I found DJZ on list I took car to their Mechanic talk to Rep I left car their they did diagnostic. When mechanic called portfolio for authorization portfolio rep advised me to tow car to KB auto repair instead. I called and talk to rep and i was misguided to what shop to take car. I talk to *** for 1 1/2 i asked several times to speak to manager *** at the time. *** never got on phone or called me back within 24 hrs like stated. I asked for Corporate info portfolio and dealership stated this company doesn't have a corporate number or office. I asked for some type of information for contact to escalated my claim she gave me a PO BOX in ***. I was then informed to get my car towed by another Rep to Purrfect Auto in ***. I get car towed their mechanic did not have the capability nor resources to fix car. Its been a week i have paid for 2 tows and rental car for a week out my pocket. Portfolio representative says they will not cover expenses its not in contract and wont cover rental until car is at authorize dealer approved to be work on. Remind you they have referred me to wrong mechanics and authorized places due to their error and dealership i have paid out pocket expense. I would of never bought warranty if I new I wasn't doing to be taken car of i am very upset and seeking reimbursement. Now 3/7

When I leased my car with *** of encino, they talked me into the Portfolio Protection Plan. It cost $1,000. I have tried to use it twice for small things on my car. Both times I was told that I didnt qualify. Its a scam company. I am out $1,000. I want my money back.

I brought my car in for it's regular maintenance on January 18th to the *** dealership. It wad discovered that I needed a new transmission. The mechanic filed a claim that morning. It is now January 28th and it is still under review and me without a car for 10 days for no apparent reason. The part is on hand at the dealership. My warranty is valid and paid in full.

I have my Chevrolet Cruze 2014 that I purchased in 2017. I recently had a leak in my surge tank and the service provider could not get a straight answer and had to speak to 5 different people. No one gave him a consistent answer and when I sat on hold for 2 hours, I was hung up on. I cannot believe how hard it is to get ahold of the same person at this business and to get a correct answer from an employee. Not ONE has been able to give us an answer and it has been 2 weeks. I wish I had never signed the contract with this company.

I have been trying to settle the *** insurance payment and since June,2020. For approximately the last two to three months I continue to get a reply of the information I am supplying is not enough. I forward to *** the request of Payment History with running balance and needs to confirm amount financed. Although the request is being sent to me I forward back to them and we continue with not enough information. The *** Contract # is 50G2018375 VIN number on vehicle that was removed my insurance *** is was a 2012 GMC Canyon.

I have contract with Portfolio for repairs to my vehicle which was purchased August the dealer filed a claim for repairs to my vehicle on 6/4 it is now 6/11 and everyday when I call them they claim that the adjuster will be there in the afternoon, Portfolio has stated this from day one. from the time of this communication Portfolio has not sent anyone out. I am certain that they are trying not to pay out the claim. I need the ComplaintsBoard.com to intervein and have Portfolio honor our contract.Name *** Vehicle 2016 *** Silverado Last 8 digits of the Vin# GZ348808

I purchased Gap Insurance in May *** June this year I was in a collision and my vehicle was a total loss. Portfolio denied my claim for the *** insurance I paid for to cover the remaining $2300 balance on my loan because they said that I had Late or Missed payment. I NEVER had any late or missed payments through the entire life of my loan. The Lender had a skip a pay program that I took advantage of a few times. This was a program offered by the lender and does NOT count as missed payments. Every required payment was made on time.

I purchased warranty coverage from my dealership when I purchased my 2014 GMC *** My coverage is still current until *** or for another *** miles. I took my truck to shop where I was told the transfer case needed to be replaced. They submitted a claim for my warranty 3 WEEKS AGO! I have called portfolio numerous times where I have been told they are waiting on 3rd party approval I was told this would take *** hours. As I stated, this is 3 weeks of waiting. I was told that my warranty covers this repair but that it needs to be approved due to the cost. I have been without a vehicle this entire time.

Purchased Auto Warranty with this business.My Vehicle broke down and they refuse to fix it. Reason number 1 was they need proof I made all oil changes to my vehicle in which I did and provided copies of all maintenance done to my truck which only has 37k miles on it. After I provided proof reason number 2 was they need to see bank statements as far back as 2 years which states I payed my mechanic... I pay my mechanic cash so I have no proof. Needless to say this company is trying to evade paying for the damage even after being told by dealer that these trucks are known to have that certain problem. I need them to pay for my truck being fixed ASAP and for them to stop playing games. please assist me and make sure this atrocity does not happen to anybody else.. Customers who pay their hard earned money for insurance should be covered by it period. Thank you for your assistance and your hard work have a good day.

I have been paying Gap insurance for over 2 years to this company. Back in January my daughter got into a car accident no fault of hers. This company has continuously found reasons not to pay the car off which is service I paid for. My regular auto insurance already did their part and now all that is left to owe is a little over $2700 and they refuse. Now their excuse is since my daughter used it for door dash they wont pay it off because she used it for commercial business. Number one if it was commercial she would have a commercial license number two she wasn't even doing door dash when she got into a wreck. This company has lied and cheated my daughter. She now has no job, no money, no car and still owes over $2700. I dont need anyone calling me up lying and cheating me out of the service I paid for all this time. They just need to do their job and do what they were paid to do. I will let everyone know how Portfolio are thieves.

I bought a 2019 *** Explorer on 8/12 2020. At the time I also purchased a total exclusionary vehicle service contract from portfolio protection for $2225.00 The contract says that with this coverage will not be responsible for any electronica or mechanicals concerns and have years of worry free driving the only thing it doesnt cover is normal wear and tear like tires and brakes. On 2/2 my front headlight went out so I took it to the *** dealer to replace the headlight. The *** dealer told me that they couldnt really tell me what was wrong with the headlamp and that they would half to do more test and keep the car for a few days and it would be around $1000 just to diagnose the problem. Now that its an electrical problem I called portfolio protection and they told me to take it to one of the shops. I took it to the shop and it took them a few days to find out what the problem was. They replace the electrical harness not the lightbulb. The claim was denied.

I bought *** insurance from Portfolio through a dealer when I purchased my new 2019 Z06. I took my car in to get 4 new tires recently and was told that I have 2 cracked wheels and one bent one. I submitted a claim to my insurance and they told me I was not in the system. I corrected this through the dealer and they then told me that they only cover original wheels. I reviewed the contract and found this not to be the case. After pointing this out they said it was under mgmt review. I was then told that the size was not correct. I pointed out that the contract does not specify size. Eventually an adjuster was sent and told me the wheels cannot be repaired. He filed his report and I waited a week. Nothing. When I called I was told it was under mgmt review. A week later. Nothing. I have been the subject of repeated delay tactics for weeks. I seek $2,425 + cost of mounting. I have paperwork/receipts/emails for everything. Contact is ***-

I purchased the warranty portfolio protection when I first bought my car in 2017. I have never used it before. My car started to overheating and leaking the antifreeze. *** original dealership is about 50 something miles from my home. I was able to drive the closest dealer to me and veg the cat to be diagnose, when the dealer called portfolio for the claim, they told *** dealer that I have to take the car to the main but the car is over heating, I would have to drive another additional 35 miles. *** dealership that I currently brought the car is charging me $160 for the services fees if the car is not getting fix at their dealership. Now I have to paid $1,076 to be able to pay for the cost of the fixing because the porfolio protection does not cover the repair on that dealership. *** original dealership never explained that the insurance was only for their dealership if that was the case I wouldve never purchased that additional warranty because it is not helping me.

I have a 2019 *** Fusion Titanium that I purchased through *** Auto Sales around March . Roughly the end of May (2021), the engine light came on on my car. I called Portfolio and was simply told to take my car to the "dealership". The very next day, I dropped my car off at the *** Dealership (***). The dealership advised my car was 23 cars behind and would take a week or so to diagnose. Later the next week, we were finally advised that there was a coolant leak into the engine and they will be reaching out to Portfolio for coverage. After 3 WEEKS of getting the run around with Portfolio we were FINALLY told that they car had to go back to the dealership where we bought it. We had it towed to the "correct" dealership. After 3 days (we are now in the 4th week of June, without my car), the dealership says the warranty won't cover the repairs because I am at *** miles, WTH! That is BOGUS. And we still can't get a valid reason for the denial.

On June 10, the water pump in my 2014 *** F-150 XLT 5.0L V8 Flex failed. At the time, I was working in ***, , which is about 160 miles from my residence in ***, . I wasn't too worried about the repair because when I bought my truck January 21, I purchased an extended warranty plan from Portfolio. My plan consisted of the Plan B (PM) Exclusionary, with a deductible of $100 with a maximum vehicle odometer reading of *** with additional coverage for Four-Wheel Drive/All-Wheel Drive for $3474.00. Portfolio is refusing to pay for the full amount of the repair, minus the $100 deductible, saying that a "coolant flush" is not part of the repair and therefore not covered. But I say it is part of the repair as my truck lost coolant when the water pump failed. I was charged $402.27, when it should have only been $100. I paid the amount because I needed to get my truck so I could go to work. I have tried calling Portfolio and *** about the charges to no avail.

We purchased a 2018 Chevrolet Trax with *** located at *** and with the purchase we signed up for express autogap coverage. Well a car accident happened which rendered the vehicle a total loss took place on [protected] and we turned to Portfolio *** who was supposed to handle it. First and foremost, they aren't covering the negative equity on the vehicle like we understood they were. If it had been known to us that they would have pulled this on us, we would have opted out of this coverage. To their credit they did send a check to the *** who is financing it in the amount of $1489.93. They have stated that a second check was also sent out for $498 on Jan 10 (which the date changes everytime i ask) and *** has no record of ever having received said check (Check# ***) After all checks have been said and done minus this second check, we will owe an amount of $2455.16. Whenever I do call and ask them about it they seem to deflect me and avoid it. Dealing with them is always a hassle because they dont make any calls to anybody to resolve any issues. If i wanted to do their job for them i ought to be paid for my services rendered. To get them to process any checks at all has been a hassle and I've already filed complaints with them to no avail.

I purchased a Nissan vehicle from Star Ford in 2017, located at 1101 S. Brand Blvbd., Glendale, CA 91204. [protected]. I was encouraged by my Finance Manager at the time, to purchase an Extended Service Warranty (Portfolio Protection). I did purchase this warranty at the cost of $2.000/00. Now I want to get my car serviced and First Extended Service Corp. is stating that I do not have a contract with them. This PORTFOLIO PROTECTION, Plan CB Warap Exclusionary contract was purchased on 10/14. The name of the Finance Manager at the time was Sash A. Valizadeh. This Finance Manager is no longer with Star Ford, he is now a Finance Manager at BMW in Los Angeles, CA. However, the Salesperson, Sasha Kzkuev, is still with Star Ford, I spoke with him just a few weeks ago, and he confirmed with me that I do have a Service Contract with First Extended Service Corp. He saw a copy of this contract in my file at Star Ford in Glendale. This warranty is a for a Portfolio Potection - Plan CB Wrap Exclusionary. It is good for a term of 5 years or 60,000 miles from the date of purchase. First Extended Service Corp. is stating that they do not have a record of my having a Service Contrtact Protection Plan, which is false. I need to h ave my contract honored, a Claim opened, and my towed to Glendale Nissan, in Glendale, California. Product_Or_Service: Horizon Portfolio Protection for New Vehicles Order_Number: 10/14 Account_Number: AM6RAC738F