ComplaintsforAmerican Protection

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/3/2023 I signed a contract for an extended warranty for my Dodge Challenger. Initially I gave them the required current mileage. Upon receiving the contract they added more than a thousand miles to the contract. I called and requested they change it to the correct miles. They claimed that they did.On May 15th and over 1500 miles later I took the car to the dealership for engine repair. They denied the claim due to the mileage discrepancy and claimed that the car had oversized tires. The dealership told me that the tire size is a standard size and did not cause or effect the breakdown.I paid for a policy that they refused to honor.I wish to receive a refund and or agreement to cover the repair cost covered by the contract.

  Customer response

  06/01/2024

  Realistically I feel that American Protection Corp is under contract with me to repair my covered vehicle. I realize that the claim is for a substantial dollar amount however making up a bogus reason not to cover the claim is poor business practices. The tires are as ****** Dodge dealership of *******, ******** a standard size for that car. And I have exceeded the miles and wait time of the qualification requirements and feel that this company should cover the repairs.

  

  Business response

  06/03/2024

  Date: May 30th 2024                                                                               ID: ********
  
  
  Reference: ***********************************  | Policy #BEEAP20010 | *****************
  
  
  Dear SIr * Madam,  
  
  
  In reference to *************************************** complaint received on 5*29*2024.
  
  We appreciate you bringing this to our attention and the opportunity to address your concerns.  Please note that we take great pride in our products as well as our customer service and always strive to go above and behind client expectations.
  
  We have thoroughly researched ************************ complaint through our phone, email and mail records. In addition, we pulled and reviewed all phone recordings archived on file, which included all our conversations with ********************.
  
  During our review we found that ******************** had purchased coverage for his 2014 Dodge Challenger on November 3rd 2023. At the time of purchase ******************* was asked to provide the exact mileage of his vehicle as well as confirm that the vehicle has not been modified in any way (including oversized tires).
  
  ******************** has provided the exact mileage and confirmed that the vehicle has NOT been modified in any way.
  
  Please note that the all vehicle service contracts have a waiting period of 30 days and ***** miles. ******** when ******************** brought in his vehicle for repair, we learned that he was still within his validation * waiting period as per the contract stats and the required ***** miles have not been reached.
  
  In addition, at the time of claim inspection it was discovered the vehicle has been modified and therefore the claim has been denied and the service contract has been cancelled.
  
  Please do not hesitate to contact us should you require any additional information.
  
  Sincerely,
  
  Kobi Chukran
  General Manager
  ************************

  Customer response

  06/04/2024

   
  Complaint: 21773930
  
  I am rejecting this response because:
  When I signed up with American Protection Corp and gave them the exact miles for the start of the contract I found that upon receipt of the contract that they had added more than a thousand miles to the original miles that I gave them at that time I called them they said that they would make the adjustment and apologize for the mistake. When I took the car in for service I had over ***** mi on it and I had exceeded the 3-month waiting. They had a secondary company called Becovered who had the original incorrect miles that was how they determined that I had not met the requirement so numerous phone calls later they agreed that they had the incorrect miles and apparently made an adjustment to the correct miles with Becovered. Then they came up with the idea that I had oversized tires on the vehicle. I talked to the Dodge dealership ****** Dodge in **************** and they told me that the tires on the car are a standard size for that year and make. So I'm feeling like they just tried to get out of honoring the contract and repairing my vehicle because of their mistake and misunderstanding of the correct tire size. My car is a Challenger SRT8 which is a high performance vehicle The tire size is standard. It is my belief and wishes to have American protection Corp cover the repair costs according to the contract that I paid for. If they are not willing to uphold the contract then I feel I should have a full refund of all money is paid.

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

  

  Business response

  06/06/2024

  Good afternoon.  I attached the detailed inspection report for review as well as two images. 

  The OEM tires from this vehicle are 245/45 ZR20 (as per sticker on vehicle see below). 

  The tires on the vehicle are 275/40 R20. 

  This is an increase in width of 12.2%. 

  The vehicle manufacturer determines OEM size and is affixed to the vehicle with the sticker below. 

  The service department does not dictate what is stock.  Hopefully this helps.  If you have any further questions, please let me know.  Thank you. 

  Customer response

  06/10/2024

  I feel like American Protection Corp is refering to a standard Challenger.

  Mine is a Challenger SRT8 which is a higher performance vehicle than the standard model and requires a more aggressive tire.

  I would like them to verify that they have the proper model and prove their claim that the tires are not a standard size option for this model.

  Customer response

  06/12/2024

   
  Complaint: 21773930
  
  

  I feel like American Protection Corp is refering to a standard Challenger.

  Mine is a Challenger SRT8 which is a higher performance vehicle than the standard model and requires a more aggressive tire.

  I would like them to verify that they have the proper model and prove their claim that the tires are not a standard size option for this model.

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

• Initial Complaint

  01/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company is constantly contacting me and threaten me with trying to force me to make a payment to their company at first I was gonna pursue business then I changed my mind before the intial fee was due they kept trying to pass me around to different offices refusing me to end the contract it got so bad I had to get my bank to decline the transanction since I did not pay the start up fee due to their company seeming to be fraudulent they are still trying to get money from me and force me to do business with them please help me to get this company to cease and desist I informed them several times I do not want their services and they continue to call and email me with threatening letters and emails when I never started business with them they are lying about when authorization is posted I do not want business with them and want them to stop trying to get money from me I dont owe them money because I never paid any start up fees with them please help me

  

  Business response

  02/07/2024

  In reference to complaint #******** - following is the business response: 

  Client authorized payments on a recorded line and received policy paperwork via **** tracking .#******************** as well as email delivery to: **********************. 
  
  Without any legal justification, client has retained and refused payment of monthly earned premiums via a credit card dispute stating it was due to fraudulent charges. Irrefutably, we rendered services and client disputed all monthly charges. This constitutes civil theft. Please see copy of legal document sent to client via ** Certified mail. 

  As a result of client's actions, our account is charged a $50 charge-back (X2) fee as well as the all the funds paid for the coverage we provided. 
  
  Client's complaint is simply inaccurate as client continues to provide false information as we are only trying to collect fees incurred by client falsely reporting approved transaction as fraudulent after authorizing payments and providing payment and verbal authorizations. 

  A notice was provided to client as a condition precedent for filing a lawsuit. See Fla. Stat. Sec. 772.11. 
  The statute also authorizes treble damages. The statute allows client a period of 30-days from the receipt of our notice to comply with our demand for payment. The statute also provides for us to collect attorney's fees, if we retain an attorney, and court costs, to file suit to collect the money owed. 
  

  This demand will remain open for thirty days from the receipt date of our letter sent to: ********************** APT 404 **************, ** 34689
  
  In the event this matter isn't fully settled and resolved within 30 days of receipt of this notice, We may furnish you and the ************* ************************ (IRS) with a 1099C for the debt(s) owed to us.

  Customer response

  02/08/2024

   
  Complaint: 21217104
  
  I am rejecting this response because:
  I advise the business within seven days prior to the withdrawal of my account that I did not wanted to do business with them and that I was not pursing payment this company went and still tried charging me without my consent and refuses to accept the fact that I did not want to do business with them they are continuously threatening me with legal matters that I keep saying before they were authorized to charge me that I dont want the services if I say I do not want the services prior to the due date then I should be refunded you cant make someone do business with you if they dont want too and thats what this business is doing by threatening phone calls and drawing up false legal matters it is fraudulent because I denied the service they are trying to offer and they still went and charged me after I told them that I changed my mind I am entitled to change my mind if I dont want to do something especially before business is rendered.
  Sincerely,
  
  *********************************

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive had the most uncomfortable situation with this company very unprofessional hung up on like five times I filed a claim for warranty when the third-party reached out to the vendor they stated non-payments have been made when two payments have been made I spoke to a supervisor **** she made it seem like oh just make a payment and Ill reach out to them and see what we can do after I told her I dont wanna pay the warranty company if its not gonna help me and Im still gonna have to pay out of pocket she still insisted on different payment methods she insisted on waiting on the phone I made the payment then when I spoke to the claims they told me that no payments have been made theyre not gonna approve the claim so I called the supervisor back and advised her that I want A refund for my payment she said no no refunds she needs to speak to her supervisor who is out on an appointment and just denied to help me after the fact when I told her I was in a file a complaint with the BBB she got defensive and started being very rude I called back to get further assistance from someone else and literally everyone that picked up the phone transferred me to someone and then I got hung up on I want a refund for all payments that I made on this account for this non-professional company or a reimbursement of My repairs that were done

  

  Business response

  07/05/2022

  To whom it may concern
  ,
  In reference to complaint (ID of ********* from *************************, thank you for bringing this to our attention and the opportunity to respond..   
  
  Customer signed up on April ******** for coverage on her 2016 CHRYSLER 200, the policy went into effect and a welcome package containing the policy and ID cards were mailed out to ****************** on 4/5/2022 via **** Tracking #*****************XXX.
  
  Package containing Policy was delivered on 4/9/2022 to customer's address at ************************************************************************.
  
  On May 4th 2022,a monthly payment was due as per Service Agreement and authorized by *****************.
  
  A timely payment is required in order to keep policy active.
  
  We attempted to process payment as per customer's preferred method of payment on file. However, payment was declined.
  
  
  We then attempted to reach ****************** via phone, email and SMS messages. However, all of our attempts to reach client have gone unanswered and ignored.
  
  Our attempts to contact ****************** and collect a payment to keep policy active have continued for 32 days. All attempts have been ignored by ******************. At that time the policy was 62 days!!! late on payment. Customer's policy has been canceled due to non-payment.
  
  It is unfortunate client attempted to file a claim on an unpaid policy while completely ignoring all of our attempts to bring policy up to date on payments.
  
  We have tried to accommodate ****************** in many ways. However, client refused to submit any payments on policy till the claim was already called in. By then,policy has already been cancelled due to non-payment.
  
  Once ****************** was made aware that policy was cancelled, she kept calling our sales line and harassing many of our agents. We received and recorded over 30 calls from ***************** within a period of 20 minutes with harassing, vulgar and inappropriate language. 
  
  
  Sincerely,
  
  **************** Mgr.
  **********************
  
  
  Customer Information:
  *************************
  ***** ********************************************* 85022
  Daytime Phone: **************
  E-mail: ********************
  

  Customer response

  07/06/2022

   
  Complaint: 17501864
  
  I am rejecting this response because:

  the claims that are being addressed are phony. The reason I called so many times is cause someone will answer the phone and say I need to get you to the right **** and transfer me and then the person would hang up. I was calling to get a refund for my payment made 6/27 since it was canceled and kept getting the run around. So if the policy was canceled why still accept payment and NOT PROPERLY advise me that it was canceled so therefore I wouldnt of made a payment that day and used those funds to fix my car. I would like to have the calls reviewed as **** sat there and insisted on collecting payment, making it seem like my account was OK. The way they spoke to me was not ok. Im a customer at the end of the day and they did not treat me with good customer service and attitude was triggered. Who likes the run around, lies, and a rep who just rebuttals and just fights off anything being said. Making excuses. So since the 3rd party claimed no payments were ever made I want a refund for all payments made, calls reviewed to see how **** handled my situation and the other person who I spoke to who didnt address me but come on the phone just to say how good of a rep **** is. I want a refund and terminate business with them. My payment history shouldnt  of mattered if it did and I was canceled what was the reason for the constant calls. Info is misleading. Show the paper trail, calls, my calls in and notes and the last calls on 6/27 no one ever stated I was canceled. I need a refund. Since services were never rendered nor was I covered 

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

  

  Business response

  07/11/2022

  The payments charged were for services already rendered. The account was still cancelled due to non payment. Both **************** Manager and Claims Manager spoke with ****************** in a professional and timely manner and tried to address all of her concern.

  Customer response

  07/11/2022

   
  Complaint: 17501864
  
  I am rejecting this response because:

  According to claims when spoke to vendor they were advised no payments have been made. So therefore no payments out of my few payments made are not being recognized. Per the vendor (American protection) no services were rendered since according to you was canceled. I need a full refund for all payments made especially the last one **** took. Pull the call and review it. I didnt wanna make the payment she insisted and made it seem like Ill be ok if I did. Very misleading 

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

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 10,21 I started vehicle protection with American protection corp July4 21 i was in a bad accident and no longer had the vehicle it was totaled contacted them wen I recovered on august16 21 approx. 12pm in the afternoon Stating to them that I no longer had possession of the car I was in a bad accident that I needed to cancel my policy the representative told me what to do said I had to mail a letter of cancellation and a whole bunch of steps which I did mailed it in sent it off within that same week mind you my payments are taken in the beginning of every month payment was already taken for the month of August my accident was in the month of July So I had plenty of time from the 16 of august up until September For them to receive the letter before another payment is taken out for the month of September October I realized that I was still having payments taken out of my account when it shouldve been canceled I called back I spoke to the customer service supervisor **** she advised me that I did not cancel the policy I told her I did going back and forth I asked for a manager who has yet to respond to any emails from last year September once again I mailed out another cancellation letter once again I told them I need a refund because I been canceled my policy from August they told me no We are now in the month of April and I receive an alert that they have not received payment from me and I need to pay them before I go into collections mind you this is a policy that shouldve been canceled from August 2021 they give you a hard time to cancel a policy because they dont want you to leave I told him I was in a bad accident and the response was I can switch over the policy on a new car I told him I dont have one and I dont know when Im gonna get a new car then they told me that I can keep the policy Until I get a new car 8/21 till 04/22 Im being charged ****** 9 months total of ******** I attached email sent 01/22 Saying thank you for your purchase

  

  Business response

  04/11/2022

  ****************, 

  We are in receipt of your complaint dated 4/2/2022. Upon receipt of your complaint, we have contacted you on 4/4/2022 in order to confirm that your policy has been cancelled and further assist you with your complaint.
  
  At the time of our conversation on 4/4/2022 you were provided with my email address and my personal direct number so you can resend a copy of your letter of cancellation to us. As of today, 4/11/2022, no correspondences was received from you despite us contacting you twice via phone and once again via email to followup on our on 4/4/2022 conversation. 
  
  The cancellation policy was reviewed with you at the time of purchase as well as clearly highlighted in your policy's booklet and paperwork.In addition, we have provided the same instructions when you called in August  both verbally and via email by ****. Those instructions are clearly indicated on your policy booklet and are required by the policy's administrator.
  

• Initial Complaint

  09/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Since October 2020, I have not owned the 2010 Toyota Camary covered under the auto protection plan by American Protection Corporation. They have called me and my daughter when they could not reach me to continue to collect the monthly charge of $99 for the coverage. I have notified them via letter twice that I no longer own the vehicle but they continue to charge me monthly to-date on my credit card for a vehicle I have not owned since October 2020. I do not wish to continue coverage with them. I have notified them both verbally and in writing of this, but they ignore my requests. I would like a refund of the charges charged for a vehicle I do not own and charges stopped immediately.

  

  Business response

  11/05/2021

  Business Response /* (1000, 5, 2021/09/07) */ In reference to BBB Case # XXXXXXXX Customer: ***** ******* We have researched this matter and have determined the following: 1. Ms. *******'s policy paid out over ******** in approved claims. Once all claims were paid, she contacted us requesting cancellation of her policy. We advised customer to follow the cancel process as highlighted in her policy booklet. We have done so verbally and in writing multiple times. We have retained on file ALL communication efforts with customer including emails we sent to alert her to any payments due. All our messages have gone unanswered. 2. Customer repeatedly refused to follow the cancel instructions and cancellation process. 3. We have left customers numerous messages, sent emails and texts to explain the process. However, all of our calls and messages have been ignored. 4. Customer claims she sent in Letter of Cancellation twice. However, we never received ANY of her letters OR any proof of delivery as requested by USPS tracking. Our multiple requests to attempt and assist customer have all been ignored again. 5. No refunds are due to customer at this time. Respectfully, **** ******* Customer Relations American Protection Corp. *********@AmericanProtectionCorp.com Toll Free: (XXX) XXX-XXXX ext ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩