“Do I really need this?” You’ve undoubtedly looked at a warranty sales pitch and thought the same thing if you own a car. When you read reviews, it’s like putting together a puzzle with half of the pieces upside down. Some drivers are happy they didn’t have to pay a lot for a new transmission, while others are angry that their coverage denied a claim that “should have been obvious.” Start now

Let’s begin with the people who gave us great reviews. One guy drove his car really fast. Not crazy, but not nice either. His warranty kicked in when the alternator broke down on a mountain pass. The hotel paid for the tow truck, and the repair charge went away. He was glad to yell from the rooftops, “Best money spent!” For folks whose cars don’t always work, reviews are mostly good—having peace of mind makes for great stories.

But things get more complicated. There is always a counterweight to every “saved by the bell” story. People complain about loopholes and exclusions. “Wear and tear” is now a four-letter term. Fine print can make a safety net look like a sieve. Many people felt tricked when their claims were refused, the processing took a long time, or they got pushy sales calls. A reviewer said the experience was “less warranty, more wild goose chase.”

Price comparisons come up all the time. Some people are unhappy about paying monthly premiums just to find out that they have to change their own oil, brake pads, and wiper blades. Routine maintenance is not covered. Extended plans last for years, well past the factory warranty. However, what’s covered varies by provider and even by package within the same firm.

Stories about customer service are all over the place. Some others remember getting answers right away and even friendlier service than at their favorite diner. Some others felt like they were locked in an unending churn between departments. They get dreams about hold music. These stories can create or ruin a person’s reputation. Trust is vitally important, especially when expensive repairs are involved.

Then there’s the awful “pre-existing condition.” If something goes wrong before the warranty starts, you won’t get any money. The stories presented sound like court records. Customers who are unhappy with the timing complain, but agents keep to the conditions of the contract. “Photos, inspection reports, service history—required before approval” is a phrase that comes up a lot in bad reviews.

Not all suppliers, of course, work in the same way. It’s obvious from the way reviewers rate their experiences. Some systems let you change your mind, cancel without any problems, and even get help on the way. Some people seem stuck in the Stone Age, needing documents sent by mail or a fax machine that consumes every third page. It’s funny, but it’s also very annoying.

There are a few suggestions that come out of the noise. Read the contract carefully, word by word. Ask specific questions about each coverage limit. If email answers don’t work, call. And don’t be afraid of reviews that give three stars or less; often those middle-of-the-road ones are the most honest.

Extended auto warranty reviews are like a roller coaster: one minute everything is going well, and the next, everything goes wrong. It can help to hear from real individuals, but every scenario is different. Make sure to take notes, be careful, and maybe hold on tight. Anyone could become a believer or a critic after seeing that next repair expense.