After you buy a car, you may receive letters and phone calls from companies that want to sell you an extended warranty, including Fenix Protect. There are reputable extended car warranty companies out there, but there are also ones you should avoid. So, which type is Fenix Protect?
In this review, we examine the Fenix Protect reviews, coverage plans, customer service and more. We’ve already reviewed a number of the most popular extended auto warranty providers, see how Fenix Protect compares. Every company is different, so we encourage you to get quotes from at least three providers before settling on a plan. We recommend starting with these three leading providers.
Fenix Protect Coverage Levels
Fenix Protect is a vehicle service contract provider based in Addison, Texas, that has been in business for over a decade. It sells plans backed by Black Diamond Administrative Company. We noticed that Fenix Protect really plays off the diamond and gem theme in its plan names.
There are six plan levels for new and used cars. Drivers can get basic powertrain coverage, bumper-to-bumper extended warranty coverage or anything in between. Here’s a summary of the plans:
| Fenix Protect Plan | Eligibility | Details |
|---|---|---|
| Triple Diamond | New cars under 70,000 miles | Exclusionary coverage for almost all mechanical and electrical parts on the car |
| Double Diamond | New cars under 80,000 miles, used cars under 100,000 miles | Highest stated-component contract includes most major systems on the car |
| Diamond | Used cars under 125,000 miles | Enhanced powertrain plan covers many many systems |
| Emerald | Used cars under 150,000 miles | Mid-tier plan covers powertrain and some other systems |
| Ruby | Used cars under 175,000 miles | Low-level plan covers the powertrain and a few other parts |
| Sapphire | Used cars under 500,000 miles | Bare minimum powertrain coverage |
You’ll notice that the Sapphire plan provides coverage for a huge number of miles. Yes, coverage can extend up to 500,000 miles. This plan only covers the bare essentials, however, and we imagine it would be expensive for an engine that had 300,000 miles or more.
Another thing to note is that Fenix Protect doesn’t provide any sample contracts on its website. You can find sample contracts on Black Diamond Administrative Company’s website instead, but the Fenix Protect site doesn’t link directly to the Black Diamond site.
Plans require surcharges for vehicles equipped with 4WD/AWD, turbochargers or diesel engines. Drivers can also add coverage for audio systems and rear air conditioners.
Plan benefits
All Fenix Protect plans come with roadside assistance, which includes:
- Jump-start service
- Lockout assistance
- Flat tire change
- Phone concierge services
- Fluid delivery
- Towing
As far as perks go, that’s all the Fenix Protect website lists. However, the corresponding contracts on Black Diamond Administrative Company’s website list a few more services:
- Rental car reimbursement ($30 per day up to $150)
- Trip interruption ($50 per day up to $150)
- Excess towing coverage of $100 per occurrence
Perhaps these benefits are not offered for Fenix Protect customers or are only offered in some cases. So take this information with a grain of salt.
Drivers can visit any licensed repair facility to obtain coverage. That includes dealerships and mechanics certified by the National Institute for Automotive Service Excellence (ASE).
What Isn’t Covere
No matter which plan you pick, there will be some exclusions. Here’s a non-exhaustive list of some exclusions you’ll see on Fenix Protect contracts:
- Wear and tear
- Regular maintenance
- Wear items (batteries, bulbs, hoses and similar)
- Damage from misuse, neglect or lack of maintenance
- Damage from environmental events
- Cosmetic items
- Trim
- Hybrid parts (including batteries)
- Pre-existing conditions
- Paint and body panels
- Any repair done without prior authorization
- Infotainment, touch screens and heads-up displays
- Any covered part damaged by a non-covered part
- Any non-covered part damaged by a covered part
These last two points warrant some explanation. Let’s say you have a non-covered battery that leaks onto a covered part in your engine, causing corrosion. That damage would not be paid for. Likewise, if a covered part in your engine failed and somehow damaged your battery, the battery wouldn’t be covered.
Vehicle protection plans are not all created equal. Some contracts have more exclusions than others and some companies spend less time going through each exclusion with prospective customers.
If you don’t understand something, it’s a good idea to hang up the phone and read through the contract with a friend or family member. If a company won’t send you a sample contract before you purchase the plan, that should be a red flag.
Cost of Fenix Protect
Like most extended auto warranty companies, Fenix Protect doesn’t list prices on its website. That’s because pricing depends on the car you have, its condition and what type of coverage you want.
When looking through reviews, we noticed that many customers said Fenix Protect worked with them to find a pricing plan they could afford. Some customers said they paid between $150 and $250 per month, and others said total costs were between $2,000 and $3,000.
Is Fenix Protect a Scam?
As we were researching this provider, we noticed that the word “scam” came up as a suggested search term in Google after typing “Fenix Protect.” That’s not a good sign. We don’t think this business is a scam, but clearly many people are wondering just that.
Fenix Protect is another trade name for the business American Automotive Service Solutions (AASS). Both organizations share the same address, and Fenix Protect redirects to AASS in the Better Business Bureau’s (BBB) database.
AASS/Fenix Protect reviews on the BBB show a pattern of complaints. The Fenix Protect BBB rating is a B+, but many customers have complained about receiving misleading marketing letters that appear to come from an official source or manufacturer.
These letters sometimes say that the recipients’ warranty has already expired and they only have a short time to maintain coverage. Marketing practices like this aren’t unique to this company, but AASS did not respond to the BBB when it reached out regarding this issue, and that’s not good.
Company Response
When people submit complaints on the BBB about these marketing letters, the customer service team denies that the letters come from AASS. They put the burden of proof on the customer to reply with a photo or scan of the letter.
The team claims that AASS doesn’t do any outbound marketing. The company probably uses a marketing agency to do its mailers, so from the company’s perspective, the problem isn’t its fault.
The customer service team will then ask the reviewer to delete their review. But from the recipients’ point of view, the letter still says it came from Fenix Protect or AASS.
While this is a legitimate business, these marketing letters may encourage seniors or people who don’t know the status of their warranty to purchase a plan unnecessarily. From what we’ve seen, Fenix Protect does pay for covered repairs and provide roadside assistance to customers.
CarShield extended warranties are very popular with drivers, but the company has also been flagged by the BBB for this same issue. The difference is that CarShield responded to the BBB and is working on fixing the problem. CarShield’s website also has a page with clear instructions on how to opt out of mailings. Fenix Protect does not.
Fenix Protect Reviews
Even with all the issues we just talked about, many customers have given Fenix Protect positive ratings. The company has a four-star rating on Trustpilot from over 400 reviews, though most of them seem to be about the process of buying a plan. Examples of emblematic positive and negative Fenix Protect reviews are listed below.
Positive Fenix Protect Reviews
“Excellent service all around. Staff was very friendly and answered all of my questions. Thank you!”
– Ryan, Trustpilot
“The entire expense of the transmission repair except my deductible was paid in full, per the Fenix Protect Vehicle Service Contract. As a result of their actions, I decided to continue my two current VSCs with Fenix Protect.”
– Ronnie S., Trustpilot
Negative Fenix Protect Reviews
“AASS makes mailings look like they come from a car manufacturer and say the final warranty expired. I have 10,000 miles on my car, it’s not out of warranty, buddy. Nice try.”
– L.W., BBB
“In the midst of travel, work, making ends meet and personal priorities, I received numerous letters and Final Notices, which made me panic. I was pressured into taking a 6-year contract for a total of over $3,000.”
– Customer via BBB
Conclusion: Should You Get a Fenix Protect Warranty?
The short answer is: probably not. We think there are many better providers out there if you’re looking for an extended warranty. Fenix Protect offers a wide range of plans, which is good. However, its marketing practices and its response when people complain about those practices are not ideal.
Fenix Protect’s customer service team denies sending letters and asks people to delete negative comments. That makes us wonder how customer service agents treat customers in other areas. You can call to get a quote and decide for yourself, but all in all, we think you have better options for extended coverage than Fenix Protect.
CARCHEX and Endurance are two top providers in the industry, and both have different advantages. Our CARCHEX vs. Endurance review covers each company in detail.
You can take a look at our review of the best extended warranty companies to get a head start on shopping around. We compare coverage, prices and customer reviews for each company. After that, get quotes from multiple providers and compare which plans are best for your situation.
Methodology
The Detroit Bureau collects data from every major car warranty provider to formulate rankings of the best warranty companies. Our in-depth rating system takes into account coverage, pricing, transparency, customer satisfaction and ratings from industry experts. Each provider is given a weighted score in five categories, as well as an overall score out of 10.0.
We recommend auto warranty companies based on these rankings, but we also encourage you to perform your own research and compare quotes to find the best coverage.
