Complaints

• Initial Complaint

  24/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2021 my **** broke down and I was in need of another vehicle. Due to a COVID job loss as mandated by gov't for events, I was unable to get financed for a vehicle so the vehicle had to be put in my husbands name. We went to ******* ****** ** *** ****** ** ** ************ ** *** ***. The vehicle cost $7000 but we were told we couldn't buy it UNLESS we purchased the $3600 maximum 37 month warranty WITH A PROTECT WARRANTY. I've had nothing but issues with the warranty company when making a claim. I am required to pay a $150 deductible and the rest as you will see, is covered under warranty. When I had issues with my starter, they refused to cover it but then told me to take it to a any mechanic of my choice. I took it to a local mechanic who refused to deal with A-Protect because they were being difficult in wanting to pay for the work being done. I left the mechanic with no work done. Recently my engine light went on and I took it to the *** DEALERSHIP in St. John's, NL. As mechanics are extremely busy in NL, it takes weeks and sometimes months to get an appointment. I could not get in to ******** **** or any other mechanic without waiting a month. So I booked an appointment which I had to wait 2 weeks for, with the *** Dealership. Upon diagnostic, it turned out that my car needed an oxygen sensor , both front fall joints, tie rod, new tires (which I knew) and alignment of tires. The total cost without the tires would be $912.70. A-PROTECT TOLD ME THEY WOULD NOT COVER THE TIE ROD, WHICH IS PART OF FRONT SUSPENSION COVERED, NOR WOULD THEY COVER OXYGEN SENSOR, AND THAT I WOULD ONLY RECEIVE $93 BECAUSE I WENT TO A MARKET MECHANIC AND THEY ARE AN AFTER MARKET WARRANTY. SO I HAVE TO PAY $819.70 WHILE THE WARRANTY PAYS $93 AND I WAS FORCED TO PAY $3600 FOR AN ALL ENCOMPASSING EXTENDED WARRANTY UPON PURCHASE OF THE VEHICLE. VEHICLE IS NOW IN MY NAME DUE TO PROVINCE BUT THE FINANCING AND WARRANTY IS STILL IN MY HUSBANDS NAME AS THEY COULDN'T CHANGE THIS.

  Business response

  24/07/2023

  This was the email sent to this customer with a detailed explanation for the claim:

  Good afternoon,
  Our management team looked over your claim. Unfortunately, no warranty company covers 100% of all repairs, this is why you have a warranty contract that describes in detail all the items that are covered. For this repair, balljoints are the only components that are covered under warranty. 
  Part 5) Claims Procedures: A-Protect authorizes repairs to be carried out at any other establishment other than an authorized repair facility, A-Protect shall only pay the same amount that would have been paid to an authorized facility. A-Protect reserves the right to refuse any unreasonable repair estimates in relation to alternatives.
  Your repair has been authorized for a payout of: 2 balljoints $108 (our parts pricing) + labour of 1.5 hours at $90 per hour (our rate) =Total of $243. Management is willing to waive your deductible of $150 and payout the total of $243
  Alternatively, we are able to send the 2 balljoints to the garage to have them replace those parts with our parts rate.
  Please indicate what option you would like to proceed with.
  Your warranty contract ** ******** ** **** ***** ***** for further breakdown of your coverage and any terms and conditions of the warranty.

  It was explained in detail to this customer that we do not cover sensors, tie rods, alignment. The customer refuses to understand the explanation.
  This is a final decision made by the management to help towards this customers repairs.

  Customer response

  26/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am fully aware that no warranty covers 100% of costs incurred but the warranty is indeed that. A warranty of parts and replacements and labour. I cannot trust that what they send is a new part that would not alter my cars functioning after some time or in a few days and it would take time to get here as I am on an island and since in the warranty it states a rental is covered, I do not trust after all they have said and determined that they would provide me with a rental option.

  They also initially refused to cover my starter which never was replaced and I was stranded many a time because my starter was not working and continues to cause issues but I live with it because I refuse to have to fight to have my vehicle repaired when I precisely was SOLD a warranty FOR THAT PURPOSE! 

  It is stated in Warranty under Part 3) f) Wear and Tear and also under 11) Fuel systems and in b) Transmission etc.. There is no place that it states the OXYGEN SENSOR (WHICH IS A VITAL INSTRUMENT IN ONES EXHAUST AND ENGINE SYSTMS) IS NOT COVERED. It clearly states on the warranty FRONT SUSPENSIONS and if you research TIE ROD it is associated with FRONT SUSPENSIONS. I will ONLY SETTLE if they cover 50% of the work needed (NOT INCLUDING MY DEDUCTIBLE, WHICH I WILL PAY.) 

  This includes the balljoints that have already been ordered and supplied by the said mechanic and the tie rod and the oxygen sensor. The labour is $74.98/ hour. That is reasonable as even in Ontario I paid over $80.00 per hour at the *** dealership and work was indeed covered by the Warranty. $74.98/ hour is an average price for mechanics in Newfoundland. The prior mechanic I took it too, did not perform the functions needed well enough to return it to him and work was not completed. They forgot to change oil. They forgot to do many a thing on my vehicle. As this is a *** certified mechanic, I took it to them to ensure that my car would be running as smoothly as possible so that I WOULD NOT NEED ANY WARRANTY COVERAGE IN FUTURE. THE MECHANICS ARE DOING ALL OF THIS AT ONE TIME AND SO HAVE QUOTED THE LABOUR PRICE AS BEING FOR 4-5 HOURS OF WORK. AT $224.93 + $74.98 = $299.91 DIVIDE THAT BY 4 HOURS AND YOU GET EXACTLY $74.98/ HOUR LABOUR. THIS IS NOT AN OUTRAGEOUS LABOUR PRICE FOR A MECHANIC. IT IS NOT $104 AS THE REPRESENTATIVE HAD STATED. IT IS $75.00/ HOUR. IF YOU DIVIDE THAT BY 5 HOURS, IT COMES TO $59.98/ HOUR. 

  As per the warranty, which I have read in depth, (as much as they try to make the writing extremely small to avoid clients being aware) ANY Exclusions include anything having to do with camera or back up or wires regarding camera. 

  I have adhered to the warranty's policy in maintaining my vehicle by regular checkups and oil changes. I have owned this vehicle since 2021 without any use of the warranty for 2 years. A Protect cannot determine I am only eligible for their pricing simply because I live in another province and the rates are higher now as that is **************. Rates in Newfoundland are a little higher than Ontario because I am on an Island and shipping costs are more. AT NO WHERE IN THE WARRANTY DOES IT STATE I HAVE TO BE IN PROVINCE OR LIVING IN ONTARIO TO USE IT.

  ALSO At no point in the warranty does it exclude Oxygen sensors. It does not say that in writing. Perhaps in future warranty companies can discuss percentages they will cover as the percentage being covered is NOT being communicated with me NOR IS THEIR GAIN OF WHAT I AM PAYING BEING COMMUNICATED. They are offering to cover $243 of $1143 of repairs. Yet I paid $3600 and my warranty is up in May 2024. I AM NO MATH GENIUS BUT THEY WILL HAVE ONLY GAINED.   IF YOU TIMES THAT AMOUNT FOR EVERY CLIENT THEY HAVE, THAT WORKS OUT TO BE IN THE THOUSANDS AND THOUSANDS OF DOLLARS ESPECIALLY AT THE LOW PERCENTAGE OF COSTS THEY COVER. 

  My car needs a total of $1127.08 of work done before taxes. I am pretty sure a Warranty can cover half of that which would be $563.54 *** ** **** *** **** ****** ** ** ******* **** *** ****** ** ****** ** **** ** ******** **** ***** ******* ** ***** **** **** ** ***** ****** *****. Paying 50% of work is not asking for mountains. It is asking for the exact amount I HAVE PUT INTO MY WARRANTY. THAT DOES NOT EVEN EQUAL $500/ YEAR SPENT ON MAINTENANCE FOR MYSELF AND MY VEHICLE ON THEIR PART.  

  If you look at their website, under What makes us unique?" They clearly state "A-PROTET AUTO WARRANTY OFFERS THE MOST EXTENSIVE AUTO WARRANTY AVAILABLE IN CANADA. IN FACT, IT'S EVEN MORE COMPREHENSIVE THANT HE MANUFACTURER'S EXTENDED WARRANTY OFFERING. WE COVER VIRTUALLY ANY AUTOMOBILE. WE ARE ALSO ONE OF THE FEW AUTO WARRANTY COMPANIES TO OFFER "BUMPER TO BUMPER" COVERAGE, EVEN IF YOUR VEHICLE'S ORIGINAL MANUFACTURER WARRANTY HAS ALREADY EXPIRED. WITH SUCH AN INTENSE COVERAGE PACKAGE AVAILABLE PAIRED WITH A FINANCIALLY STABLE RE-INSURER STANDING BEHIND THE AGREEMENT, IT'S NO WONDER THAT WE'VE ACHIEVED 90% CUSTOMER SATISFACTION RATING. " 

  THEY ALSO STATE. .UNDER Does a warranty cover all of my repair costs?  They have written " WE REALIZE THAT EVERY CUSTOMER IS UNIQUE AND AS A RESULT, WE'VE DEVELOPED A WIDE RANGE OF CAR WARRANTY OPTIONS DESIGNED TO MEET YOUR NEEDS. EACH WARRANTY OPTION HAS IT'S OWN UNIQUE COVERAGE, THE DETAILS OF WHICH ARE CLEARLY DEFINED ON OUR WARRANTY PLANS OPTIONS PAGE. ESSENTIALLY, YOU PICK YOUR OWN COVERAGE AND DEDUCTIBLE, AND WE'LL PICK UP YOUR COSTLY CAR REPAIR BILLS.

  They also claim to make this process "quick and smooth." That if i need a repair "I SIMPLY CALL THE A-PROTECT CLAIMS DEPARTMENT TO GET MY CLAIM NUMBER AND AT THAT POINT, AN A-PROTECT CLAIMS REPRESENTATIVE WILL GUID ME THROUGH THE PROCESS OF STARTING A CLAIM."

  So my apologies if I do not understand WHY A WARRANTY COMPANY, would not settle on 50% of the costs if I am paying for half, plus my deductible. A study was done on the usage of warranty's by a consumer reports survey that CLAIMED ONLY 45 % OF PEOPLE USED THEIR EXTENDED WARRANTY and the Car protect industry can have an annual revenue of up to $52.1 million dollars and donate 10% to sick children's hospital. So are they donating my warranty money to Sick kids? Without me being aware of where my $3600 is being applied to?

  Sincerely,
  
  ***** *******

  Business response

  04/08/2023

  A-Protect responded and tried to explain multiple times to this customer that we do not follow ******s definitions of coverage and we have our contract which states the names of all parts covered so if the part name is not there it is not covered under warranty and we do not have every single part in exclusions. The customer refuses to listen and understand and read their contract. We have offered her a payout for the covered components. There is nothing further we can do for this customer. 

  Customer response

  14/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: They have written me ONE EMAIL several weeks after the BBB made contact and they wrote me ONE EMAIL in which they stated there was nothing they could do. THEY WROTE THIS EMAIL AFTER I TOLD THEM I WAS TAKING LEGAL ACTION OTHERWISE WOULD NOT HAVE RESPONDED.  I have since decided to take legal action and am filing a lawsuit against the warranty company. I contacted their email address with a receipt of repairs and they have not yet reimbursed me anything. They have repeatedly insulted me with stating they don't accept ******'s definition of "front suspension" when I've spoken with three different mechanics. The warranty also DOES NOT STATE IT WILL " NOT" COVER TIE RODS. THESE INDIVIDUALS ARE NOT MECHANICS, THEY ARE ADMINISTRATIVE HUMANS WHO WORK IN OFFICES. THEY DO NOT WORK IN GARAGES.

  They only offered to pay for ball joints IF THEY PROVIDED THE BALL JOINTS BUT ***** *** ******** ********** **** ***** ******* *** ***** USED PARTS FROM THIS COMPANY AND THE PARTS FAILED AND THE WARRANTY COMPANY FAILED TO REPLACE THEM.  THEIR REVENUE IS 4.7 MILLION DOLLARS. I HAVE SINCE SENT THEM A RECEIPT OF what I paid. By stating "THERE IS NOTHING FURTHER THAT THEY CAN DO FOR THIS CUSTOMER, THEY ARE FAILING TO ADHERE TO THEIR CONTRACT OF COVERING THE BALL JOINTS EVEN AND REIMBURSING ME A CHEQUE FOR PAYMENTS MADE TO THE CAR DEALERSHIP." I'VE ALSO CONTACTED A REPRESENTATIVE OF BBB AUTOLINE AS WELL AS LEGAL REPRESENTATION. 

  I HAVE BEEN ASKING FOR 100% REPAIR COVERAGE AND THEY REFUSED. I THEN ASKED FOR 50% REPAIR COVERAGE AND THEY HAVE REFUSED. THEY HAVE EVEN REFUSED TO COVER WHAT IS COVERED UNDER WARRANTY.

  * ***** **** *** **** ***** ** ****** ******* **** *** ****** ***. JUST THE AMOUNT OF COMPLAINTS OF THIS COMPANY SHOULD ALLOW IT TO BE CLOSED PERMANENTLY. I WILL BE TAKING LEGAL ACTION AGAINST THEM AND THE CAR DEALERSHIP WHO SOLD THIS TO ME WITHOUT A CHOICE. 

  THANK YOU,

  
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  24/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for an extended warranty on car purchased. Warranty is for $3,000 per claim less $100 deductible. A Protect REFUSES to pay for a new part for the car which would cost $2,400. They would only pay for a used part. The part is a Turbo Charger which has a crack in it. This is a wear and tear item and I should not have to accept a used part when I bought insurance to cover this repair. I would like reimbursement for the cost of the new part.

  Business response

  26/01/2023

  Customer was explained the contract and terms and conditions and was given a payout accordingly. The customer refused to accept the payout and asked management to reevaluate. Our management authorized $200 more for the customers payout. The repairs has been paid out by A-Protect and the claim has been closed. There is not further action to take.

• Initial Complaint

  10/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Had a total loss of my car on December 13th. Waited until my insurance company gave me an offer and I accepted before reaching out to a protect to start a claim with my gap insurance to cover the difference. Because what’s the point of contacting them if they have no number to look at… Was told when I called that gap protection department does NOT operate through phone only through email.. ******* *** *****. I email provided e-mail to contact gap protection on 29th of December. No response. I email again on the 30th.. quite a few times.. no response. Waited until holiday/new year was done and called again, got upset and told them I want my money back for gap protection if they aren’t going to respond and start my claim.. FINALLY on January 3rd I get a response and list of required documents to send.. I send the documents within TWO HOURS of getting the list. I am told it would take less then a week to review and get decision.. TEN DAYS HAS PASSED No updates, no response when I email unless I email 15 times within the span of 30 mins… after emailing every min for about 25 mins I FINALLY get a response saying they are still reviewing my info and there is no set time for claims to take and I need to “conduct myself accordingly” and stop emailing every min. Was told in the same email I would get a phone call by end of day… I stop emailing and wait No phone call Worst company on earth to deal with I am stuck not able to move forward an purchase a new car because a protect wants to take weeks/months to finalize a claim UNACCEPTABLE I cannot afford to pay for cabs to work, get groceries and live my life PAYING FOR CABS DO NOT SPEND YOUR MONEY ON THIS COMPANY THEY DO NOT CARE ABOUT THEIR CUSTOMERS unprofessional service, slow, no communication. Either finish my claim in a TIMELY MANNER or give me my $1,610.78 cents back I spent on the gap protection package

  Business response

  10/01/2023

  This Customer had contacted A-Protect on January 3rd, 2023 and provided the documentation which was requested the same day. 
  Despite numerous claims that they were not contacted, the Customer was advised the same day (Jan 3) that the turnaround for the claim is not set and it may take up to a week (5-7 business days) and would be advised if there were any updates regarding the claim - they would be notified. 
  
  Over this period, the Customer continually harassed and threatened the staff, via e-mail and telephone about her claim less than 4 days from the date of the last correspondence requesting an expedited claim.  A-Protect had continually advised her over e-mail that the claim information needs to be verified (with the insurance company) and appropriate parties to determine the eligibility of the GAP Coverage payout and an answer would be provided shortly thereafter. *** ******** ********* ** ******* ********** ****************
  
  In accordance with the Terms and Conditions of the GAP Coverage, the Customer must notify A-Protect prior to the acceptance of any settlement proposals offered by the insurance company. The Customer delayed notifying A-Protect which as a result would be a deduction for the GAP Coverage payout. A-Protect did not execute any penalty. Naomi was offered the full GAP Coverage payout to which this claim was closed and paid out by January 10, 2023.

  Customer response

  10/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  18/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a GAP coverage from A-protect warranty corp., according to the document I am eligible to get losses covered from them in the event of car damage or write off. My car was write off on Aug 28,2022. I sent them the required documents and proof to process the claim. However, even after making multiple attempts to follow up from them via email and phone, they did not bother to revert back to me. The call operator *** ********* **** *** never had any information regarding my claim status. After numerous days, they came up with a claim of $107.00, I was not satisfied with the amount as my loss was pretty much more than that. So, with due diligence I asked for the calculation as on what basis they are offering me such a lower amount, again they did not reply me at all. Moreover, I even tried to reach out to Mr. Emad H. who is the Manager, via phone but he did not give me clear answer and all he said is “I DON’T KNOW”, basically he was kind of avoiding to answer about the claim. So, my request to you is that I kindly appeal you to please look into this matter as this is not fair to me at all. Thank you !

  Business response

  19/10/2022

  The Customer had contacted A-Protect GAP Coverage on September 13, 2022 in regards to a collision occurring on August 28, 2022. At the time the Customer had contacted A-Protect, the Customer was instructed to provide all the necessary documentation in order to process the claim. The Customer had provided information which was not complete as certain documents were still outstanding. As indicated by the claim procedures outlined in the Terms and Conditions of the GAP Coverage agreement, A-Protect is not liable for the delays as a result of the Customer’s failure to provide adequate documents. The Customer completed and provided all documentation by September 22, 2022 in which a decision was reached October 7, 2022. The Customer was advised by multiple representatives that the claim was under review. The Customer continued to also reach out to the selling dealership manager, which had originally sold the GAP Coverage, demanding a response for the GAP Claim to which A-Protect maintains that the dealerships are not involved with ongoing claims.
  
  The agent handling the claim had advised the Customer of the breakdown of the settlement. GAP Coverage is the difference between the outstanding loan amount at the time of the loss less the insurance payout. The Customer was only eligible to receive $219.03 after the applicable deductions. 
  

• Initial Complaint

  12/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have "Powertrain Gold" car coverage valid from Dec 2021 to Dec 2023 or 40, 000km. This covers up to 1500$ per claim if there are engine related issues. On Sept 18th 2022 & only 3500km into owning this vehicle, the engine seized while driving, the car was 100% immobile on the highway. I towed it to my mechanic and called A-Protect they suggested that I move my car to their mechanic so that I could "Get more for my money". I asked to use my mechanic, they said I could if I sent an estimate & diagnostic to them. My mechanic found that 1 of 2 balance shafts were seized & the repair to get the vehicle driving again was to replace the part. Estimate 3955$ I sent the estimate to A-Protect & 1 day later I received a call from a claim agent, he was asking about oil & after answering he began to say that my car has a piston issue, an assumption he made. He claimed that in order to get my coverage I had to replace the pistons. "We don't want you to come back again for another claim". He ended the call by saying that I must take the car to their mechanic. When diagnosing the car, my mechanic had to disassemble the front end of the car & it was not able to be moved, it would cost over 800$ to move & return, making the warranty useless. Their mechanic asked to see photos & video of the balance shaft being seized, when my mechanic provided it, their mechanic diagnosed that it needs a full engine rebuild. A-Protect then said to pay for the full cover we need to do the pistons & asked that my mechanic to give an estimate, Now 7443$. After sending it to them, they said that a repair of this magnitude could not be done at my mechanic, which was for the repair they said we had to do. They offered less than half the coverage if we sign a waiver releasing them from all liability then they sent a document that offered nothing just waived their liability. They seem to be failing to pay for a breakdown covered by the warranty & trying to **** me to sign this made up document

  Business response

  13/10/2022

  As per the terms and conditions of the A-Protect Warranty contract PART 5) CLAIM PROCEDURES
  In the event that repairs or a claim to the registered vehicle is required, the registered owner must take the following actions:
  1. Contact A-Protect during regular business hours (Monday-Friday, 9am5pm EST) at 416.661.7444 or toll free at 1.866.660.6444 to obtain an authorized repair facility.
  2. All repairs hereafter must be made at the authorized repair facility. A-Protect will not be responsible for any repairs completed at an unauthorized facility unless prior approval is obtained.
  If the customer does not follow the claims procedures, they do not receive a payout. But instead of denying the customer, A-Protect offered a good will credit of $700 for compensation for his repairs at an unauthorized garage or a full payout of $1500 with $100 deductible at an authorized garage. 

  Customer response

  13/10/2022

  Complaint: 18183002
  
  I am rejecting this response because:
  The authorized facility was very poorly reviewed, with many customers taking their repairs to them and having another failure in 300-500km.
  For a major engine repair, it is not acceptable to force a repair facility with such a terrible track record. This could risk further damage to my vehicle and even more cost.
  The claims agent said "You can get you mechanic to diagnose the vehicle and send us an estimate, we will then decide if they can do the repair at that shop"
  If it is not possible to repair at my mechanic, then why would they ask for my mechanic to do the diagnosis?
  
  Even after receiving my mechanics diagnosis, they claimed that I should do additional "preventive" repairs that were not needed to get the car running again based purely on assumptions.
  At this point my mechanic had already disassembled the front end of the vehicle to diagnose the issue and they wanted me to move the vehicle at a quoted cost of 800$ plus tax in towing.
  Their authorized repair shop then called me and said he could look at photos and video because the vehicle was not able to be moved and my mechanic produced both video and photos showing the driver side balance shaft was seized.
  Their mechanic replied stating that he believed that it would require more repairs to avoid future issues.
  
  I then talked with A-Protect and they stated that I must do the pistons as well as the balance shaft to get the payout and again tried to push me to their mechanic for now a much larger job that they said they need to prevent future issues.
  The warranty covers the engine failure and does not require any future prevention repairs are done.
  
  I said that I would do the pistons as well but only if I could go to my mechanic for the repair and they said that I would need to send another estimate for the larger repair.
  After sending the new larger estimate, they said that a repair this large needed to be done at their mechanic. They knew exactly what repair I was asking to be done before I even got my mechanic to get a new estimate.
  Again this is right after they asked me to produce an estimate for the known repair they were forcing on me, so this was literally a complete waste of my mechanics time again.
  Why were they asking for any estimates or even suggesting that they would allow my mechanic to work on the vehicle if as they said, the customer "must" go to their facility.
  
  I have agreed to waive the warranty on any part of the vehicle that my mechanic repairs, if they pay for the 1500$ cover that I have on the vehicle as they claim that they cannot warranty his work. This I could agree with but the half payout makes no sense, they are only doing that because they have a financial reason to work with their mechanic and it is obvious they do not care about the quality of the repair work.
  From the beginning I had a repair of over 3500$ that were needed and while engaging with this company to just get a small 1500$ minus the 100$ deductible, they have wasted three weeks of my time and my mechanics time as well as increased the cost of the repair to over 7800$ and are now offering 700$ towards it.
  Not only is this company not helpful in the case that you need insurance but they ended up costing me over 4300$ more, than if I didn't have the policy to begin with.
  This is just a *** company, that has no care about their customer and is willing to do anything to save 700$.
  
  Sincerely,
  
  **** ******

  Business response

  01/11/2022

  A-Protect Warranty has resolved the problem with this customer and send a claim payout.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the February 16, I called A-protect that my car was having issues and that I needed to make sure it's not a transmission issue. They directed me to "*******************, ********************" 17th of Feb: Diagnosis of car 18th of Feb: We signed the permission document they sent after having their recommended company diagnose our car. 22nd of Feb: Call about status of car. Representative rudely accused me of not signing and returning the document. Then soon realized that I sent it back! FYI: They sent the email without the attachment(everybody makes mistakes) BUT I took the time to sign as soon as the actual attachment came in. 23rd - 25th of Feb: NO UPDATE! I kept calling to have things sorted with the shop. 24th of Feb: (The day when the shop said they got the part). The representative we spoke to was directing blame to the shop and she was **** towards me! 25th of Feb: After multiple calls, they said the shop the will have the car ready tomorrow "a SATURDAY". Knowing well that the shop is not open on weekends. Brought the car back to the shop 2 additional times because the exact issues kept happening to the car 3 days later each time. This shop is approximately 35mins away from the house. On the 4th occasion I was told to take the car to another shop for diagnosis. The diagnosis was that it's not a transmission issue. So, they said they are sending us to another shop for repair. Even though, we asked to go to the shop that diagnose the car since it's close by. No remorse that we have been dealing with this issue for the past 3 months. A-protect refused to give me a refund for the job not done. Also, they said that the first shop changed the transmission but the car still has the same issues and error codes. Therefore, I believe no work was done on my car even though I paid for my car to be fixed. I would like a refund so that I can get my car fixed elsewhere. A-protect has not done their job. Please reference attached document. Thank you.

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/05/13) */ Before A-Protect helped this customer replace the transmission, the claims department has warned the customer that this is a used part and there is no guarantee on it. This customer agreed and signed the waiver stating that he understands and if there are any other problems with the vehicle repair A-Protect will not be help liable. Please reference attached document. A-Protect authorized repair facility has replaced this customers transmission. There was a problem with the TCM and even though it is not covered under warranty, we replaced it free of charge. There was a problem with a solenoid and again, even though it is not covered under warranty and we have a waiver signed by the customer, we let the customer know to please bring it to the shop and we will fix it free of charge as a good will. The repairs have been done and there will not be any refunds issued on the repairs. We have been trying to communicate this information to customer with no cooperation. Consumer Response /* (3000, 8, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response above is far from the truth. I paid for the TCM. And A-protect is saying the transmission was replaced 3 times. However, the SAME issue persist and the car is in its original state. There was no cooperation from A-protect as it relates to my wife and I getting to work and unsafeness of the car. We have travelled to their shops a total of 5times with no resolve. In fact, the waiver was signed; however, there was a warranty given on that same part. How fair is it for a customer to pay over $1160 CAD and NONE of the replaced transmissions are good. As a matter of fact, what are the changes that all 3 had the same issue as the original one? This is alluding to either the transmission not being the problem or the wrong part is being changed. Please reference as the documents sent with payment, warranty and full communication. As you can see, we have been waiting for them to get back to us on when we can take our car to the shop that they are forcing us to go to. Which is over 30mins always A-protect has completely disregarded any appeals we have made for convenience with the shops. We have missed work and missed time for work and driven over 30mins from home each time. And not once has ever tried to find a shop or solution to assist us after 3months. I am surprised that there are companies out there that treat customers in this way. Business Response /* (4000, 10, 2022/05/18) */ A-Protect provided the Customer with a repair facility, ******************** which would perform the repair at no cost to the Customer. The repair was for a solenoid and not for a transmission. In accordance with the Terms and Conditions, A-Protect is not liable for this repair as the part (solenoid) is considered a non-covered component. The repair facility that was referred to the customer was offered with the intention to assist and facilitate a cost-friendly solution as the repair would be free of charge. The Customer has been instructed multiple times to make the appointment, deliver the vehicle to the repair facility, ******************** to complete the repair. Due to availability, this is the only repair facility readily available to perform the repair at this time. Despite of it not being covered item and a signed waiver from the customer, we are still going out of our way to help this customer free of charge to him. Consumer Response /* (4200, 12, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Attached is the last conversation I had with A-protect, which is the 27th of April when they said they would reach out to us the week of May 9th. And upon filing this complaint, we have not heard back from A-protect. Why would a reputable company be telling so much **** when we have proof. Despite, travelling far out of our. We decided to travel to this new shop. But at what point will A-protect take some accountability for this? The solenoid issue is a day 1 issue, which we are told is related to module which we purchase as an additional cost to the transmission repair. Couple of question A-protect: 1. What are the chances that the ALL three transmissions had the same issue as our initial transmission? 2. In your previous response, you also **** that I didn't pay for the TCM, which I have attached the invoice with the added cost. Why? We are literally just a young trying couple with all the proofs. And we haven't once lied. 3. How are we to arrange an appointment with the shop when you instructed us that you will let us know when the shop is free to take the car? We have attached the email that a representative from your company sent indicating that A-protect will book the appointment. After the conversation on the 27th of April which clearly indicates that you will make the appointment. WHEN have you reached out to us? In your response above, you **** to say MULTIPLE TIMES! Again, why? ***********************************? We reached out to BBB to have this issue resolved as we realized that you all were not planning to reach out to us after the 27th of April. In fact, we waited a whole two week before the 27th of April to get a response from you all. Again, we have attached us sending 2 additional follow *** to get a response. WOW just wow. We are actually saddened that as a Company you'd go to this length to *** when the proof as here. If you are not capable of booking the appointment with the shop. Please return a portion of our payment to get a PROPER module. We can get a quote from a reputable shop and you can pay the shop directly if you refuse to give us back our hard earned money that we paid. We just want to be done with this! We don't have any more money to spend on the car and it's costing us to get to work. Business Response /* (4000, 14, 2022/05/24) */ A-Protect has confirmed with the repair facility ******************** that the mechanic will be able to fix the solenoid for you on Monday, May 30. If this day is inconvenient for you, please call the mechanic and arrange and appointment that is more suitable. Once again, the mechanic will be fixing the problem free of charge. This is our final offer. If this is not accepted, there is nothing further more that we can do.

• Initial Complaint

  25/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I bought a *** insurance from A Protect on March 2021 that costs 2700$ and my car was Total loss on 7 March 2022 in an accident. I am settled with my insurance company and the difference amount was only 1600$ and i sent all the documents to A protect but i did not get any respond from them, I tried to call soo many times even every day because the Bank still taking instalments from my account for the difference amount. I did not get any reply from them. when i call and asked about it , they said the claims department only respond by emails . now its 10 days ago i email them but still no reply. I paid 2700$ for *** insurance and still waiting for just my 1600$ and unable to apply for a new auto loan because of this *** insurance company. Its totally waste of money. I want my money back thats it. and i never recommend to anyone to buy any kind of insurance or warranty from this company. They are just selling policies and earn money and don't care about customers. I am very disappointed from their service. Please help if anyone can. Thanks

  Business response

  11/05/2022

  Business Response /* (1000, 5, 2022/04/25) */ In accordance to the Terms and Conditions, please be advised that *** Coverage is non-refundable. As per our records, you did not provide all the documentation in order to proceed with your claim and you had been notified through e-mail and over the phone of the required documentation. This may delay your claim as the required information was not submitted. As per the financing payments, you are still required to follow through with all financial obligations as noted in the Terms and Conditions of the *** Coverage. The time frame regarding decisions made by the *** Coverage claims department on the information provided at the time of claim. A-Protect is not liable for time delays are a result of incomplete information.

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