ComplaintsforProtect My Car

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problem is that when I started this warranty for my car the second time of service I was told a lie, that i would get unlimited oil change and tire rotation for my car. Now today I'm told that it's only 3 oil change per something that I don't even understand. The person who was explaining it to me was very rude and I end up paying for the oil change and tire rotation $80.00. I just want them to give me my $80 back because they told me a lie I took my car to ***** dealership July 3 2024 and got My car back July 5 2024

  Business response

  07/23/2024

  PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased an "Ambassador Platinum contract, on 7/25/2022 with a starting mileage of ******* for a 2016 ***** Accord
  According to Mr. ******* complaint, he states he was told he gets unlimited oil changes.

  PMC has never offered unlimited oil changes and has no reason to falsify what we offer.The maintenance provisions are also clearly stated in the contract booklet and the e-mail that was sent to **************** upon the purchase of the contract, see below.

  MAINTENANCE PACKAGE YOU are entitled to a maximum of three (3) OEM oil changes per year,which will be paid by US to the LICENSED REPAIR FACILITY performing the oil change. The number of oil changes will be allotted to YOU based on YOUR vehicles requirements set by the Manufacturers guidelines, so if YOUR vehicle needs the oil changed every ***** miles, WE will only cover the cost of YOUR oil change every ***** miles. YOU may also elect to pay for, or perform, YOUR own oil change and WE will reimburse YOU for the full cost of YOUR oil change upon receipt of the paid invoice from the LICENSED REPAIR FACILITY or proof of purchase of the oil and oil filter if YOU performed the oil change YOURSELF. You will also be allotted tire rotations on every other oil change(not to exceed two (2) tire rotations per year).

  This past year PMC paid for oil changes on 11/8/2023 with ******* miles, 1/31/2023 with ******* miles, and 4/15/2024 with ******* miles,

  Mr. Durhams maintenance benefits renew every year on July 25th. (The contract purchase date.)

  PMC sells vehicle service contracts for mechanical repairs. As a courtesy and to thank our customers, PMC includes the maintenance package at no charge, see above.

  PMC is having difficulty understanding why a customer would be upset about a ********************** that is offered as a courtesy.

  **************** has failed to mention the total of $6956.45 paid out in total repairs and maintenance so far. 

  It is clear that **************** has certainly benefitted from this contract.

  Customer response

  07/23/2024

   
  Complaint: 21944934
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The rear suspension went out on my vehicle. I took the vehicle to an authorized repair shop. After several attempts trying to get authorization, the tech or myself were unable to ever reach anyone. I called and was number nine in queue; as per the recording my wait was one minute. After waiting over one hour finally someone picks up and then hangs up. I finally reach someone who advised they would have someone call the mechanic shop; to this day no one ever called. Protect my car takes my ****** monthly and when I needed them I was unable to reach them. I'm not sure how much of the repair is covered, the contract says suspension front and rear is covered, then the exclusion says shocks, is not. Isn't that part of the suspension? It's a contradiction, borderline misleading and deceiving.

  Business response

  06/14/2024

  PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Select policy, on 4/17/2021 with a starting mileage of ***** for a 2009 ****** Camry.

  PMC handles between 400 to 500 calls per day, mostly inbound. PMCs hours of operation are 8:00 AM to 5:00 PM EST. Monday through Friday.

  PMC also has an online portal for shops to start a claim without ever having to call PMC.The shop simply starts a claim online and a PMC claims agent will then reach out to the shop shortly after.

  PMC does apologize if the hold times were excessive when ************** reached out.

  Mr. ****** Select policy has a specific list of covered components. Simply stated, if a part is not listed, it is not eligible for coverage. Suspension coverage is listed below.

  FRONT &REAR SUSPENSION: Upper and Lower Control Arms, Stabilizer Bar, Stabilizer Bushings, Stabilizer Links, Ball Joints and Wheel Bearings.

  The needed repairs for Mr. ****** vehicle included shocks, struts, and a battery. These items are considered wear and tear/ maintenance and are not addressable repairs.See exclusions below.

  WEAR and TEAR: means damage or deterioration to your VEHICLE sustained through, or attributable to, routine and ordinary use or operation. WEAR and TEAR items are those that are expected to wear out, over time, and therefore need to be replaced, by YOU, at regular intervals. WEAR and TEAR items include, but are not limited to: brake pads, rotors, shocks and struts, batteries,belts, hoses, fluids, bulbs, alignment and spark plugs and are classified as normal maintenance or service items.

  The following components are explicitly excluded: Air/Fuel Filters, ******* Systems and Components, **************** Systems, Batteries, Belts, Body and Trim Items, Body Frame, Brake Drums, Brake Pads, Brake Rotors, Brake Shoes,Bulbs, Catalytic Converters, Collision Damage, ************************** Powered or Hybrid Fuel Parts and Components, Exhaust Pipes, Fasteners, Fluids,Glass, Headlight Assemblies, Hoses, Key Fobs and Keys, Light Bulbs, Lubricants,Manual Transmission Clutch Assemblies, Mufflers, Nuts, Paint, Sealed Beams,Seat Belt Assemblies, Seat Frames, Sheet Metal, Shocks, Spark Plug Wires, Spark Plugs, Struts, Sun/Moon Roofs, Tail Light Assemblies,Upholstery, Washers and Bolts, Weather Strips, Wheels & Tires and Wiper Blades.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have not been able to contact this company since before APR 19, 2023 on many occasions I have been on hold never being connected to a agent for on 1 occasion over 3 hours. The reason for the call is to be reimbursed for oil change that I pay a monthly fee for, at one point I went to linkedin.com contacted the *** *************** listed below is what I sent. APR 19, 2023 ******************* sent the following messages at 12:01 PM ******************* 12:01 PM HOLD TIME!!!!!!!!Hello Stu I am a valued customer of *******************************# ****** Coverage: Driveline I'am not sure if your company is short staffed or if the company is still in business. I have been calling ************ since March 16th 2023 to submit my oil change for reimbursement and I have not talked to anyone yet, all you get is hold music and a recording about the website portal . I went to the portal to submit my claim and this is what I got "Claim submissions is down, we are working to get this feature back up and running as soon as possible."Yesterday I was on hold for over 3 hours as I did housework, I picked my niece up from the beauty shop, from their I went to ******* and back home all while on hold. I am on hold as I type this for 2 hours now. I thought if I got up early and called as soon as you opened I would get through. This is unacceptable and for these reasons I will be leaving "Protect My Car" for a company that respects my time and money. If you don't intend to answer calls you should at least offer your customer a play list to select from.***** and ******************* Contract# ****** Coverage: Drive line Nothing has changed, I have mailed recipes and emailed with no response. This now has me wondering if the company is out of business and still auto withdrawing my money every month. can you help me?

  Business response

  06/04/2024

  PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Driveline policy on 5/28/2021 with a starting mileage of ******* for a 2016 ***** Equinox.

   In response to Mr. and ***************** statements regarding the difficulty in contacting PMC.

  PMC handles between 400 to 500 calls per day, mostly inbound. PMCs hours of operation are 8:00 AM to 5:00 PM EST. Monday through Friday.

   PMC also has an online portal for shops to start a claim without ever having to call PMC. The shop simply starts a claim online and a PMC claims agent will then reach out to the shop shortly after.
  
  That being said, it is unreasonable to think that a shop and a customer could not contact PMC since April 19th.
  
  According to PMCs CRM, Mr. or ************* have contacted PMC on two occasions in May. Once on 5/10/2024, inquiring to see if their invoice was received for reimbursement. The second inquiry was to question rental car benefits.
  
  Note: PMC approved the reimbursement on 5/15/2024. This has been added to the check request log.

  Customer response

  06/05/2024

   
  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

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They cancel my policy with them for a car warranty that they said that I did not pay for 2 months but I have all my receipts and during that time they was not sending invoices anymore out so I was sending it to their address that they claim was their old address and I had no new information for any movement from the business to a new location

  Business response

  05/20/2024

  PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased an "Ambassador Elite contract, on 6/30/2020 with a starting mileage of ******* for a 2006 Mercury Montego.

  PMCs records indicate the last payment received from ************ was on 3/19/2024. This payment was due on 2/29/2024. No other payments have been processed since that date.

  On 5/2/2024 PMC cancelled ************** contract due to non-payment. At this point, the payment was past due by 60 days from the original payment date of 2/29/2024.

  It is important to note, that PMCs mail has been forwarded to the new address.

  To address ************* refund request, PMC has not deposited any checks from ************ since 3/19/2024. If the checks were handwritten, they would have been returned to the sender or shredded. For electronically submitted checks via a bank, ************ is advised to contact his bank to release the hold on the funds back to his account.

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my jeep to the dealer the beginning of April due to a miss fire. The dealer did the diagnostic and found that the rockers were bad which is a common problem with the motor I have. The dealer tried calling for 2 days I then started to call on the second day after waiting on hold for an hour someone from PMC answered and told us to use the online portal but neither of us were able to register because it won't send a verification number neither text or email. We called again the next day one again waiting on hold for over an hour when I asked if I could 3 way the dealer in they told me no. When the dealer finically got the estimate sent over they sent out an inspector on a Thursday. He said we'd have an answer by tue. Once again no contact from pcm I came again they said I never sent in my service records I told them I was never asked to. So I emailed them in waited a week and nothing I finally just paid the repair. Then pcm said I still haven't sent my records I said I did over a week again but couldn't wait so I paid for the repair. Now their telling me the claim is closed cuz I paid. Denied even trying to reimburse me. Also claimed I didn't change my oil enough in 18 months but they pay for the oil changes and have all the records and can see it was changed just last year

  Business response

  05/24/2024

  PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Driveline policy, on 6/29/2021 with a starting mileage of ****** for a 2014 Jeep Grand Cherokee.

  ****************** claim was initially denied due to a lack of service records to show Mr. ******* vehicle was maintained per the manufacturer's recommendations. See below exclusion.

  YOU must have YOUR VEHICLE checked and serviced in accordance with the manufacturers recommendations, as outlined in the Owners Manual of YOUR VEHICLE. NOTE: YOUR VEHICLEs Owners Manual lists different servicing recommendations based on individual driving habits and climate conditions. YOU are required to follow the maintenance schedule that applies to YOUR conditions. Failure to follow the manufacturers recommendations that apply to YOUR specific conditions may result in the denial of COVERAGE. If YOU are unsure of all required VEHICLE maintenance, contact YOUR local dealer of the make of YOUR VEHICLE or US for guidance.
  
  **************** also paid for the repair before PMC was able to finalize the claim review, which is a direct exclusion per the contract. See below exclusion.

  Any REPAIR or REPLACEMENT of a listed covered component without prior AUTHORIZATION by PROTECT MY CAR to the LICENSED REPAIR FACILITY.

  After the claim denial, **************** brought to PMCs attention a service record that was never submitted. Upon further review, **************** did indeed maintain his vehicle per the manufacturer's recommendations.

  Due to the circumstances, PMC will reimburse **************** the amount PMC would have authorized for the repair.

  It is important to note, that PMC pays up to the *** list price for parts and the labor hours specified in the national labor guide (********/ Pro Demand).

  ***************** West Valley Mopar Quoted $148.32 for the valve adjusters, *** list price is $130.80,the rocker arms were quoted at $229.08, *** list price is $202.20. The quoted labor to replace the valve adjusters and rocker arms was quoted at 9.4 hours at $190.00 per hour equaling $1786.00, the national labor guide (********/ Pro Demand) shows 5.5 hours equaling $1045.00.

  PMC will reach out to **************** to inform him of the reimbursement instructions and details.

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried to cancel my account numerous times as I can no longer afford it. Every phone number listed hangs up on me, there is no way to speak to a real person, and the online login system says it "can't connect" every time I attempt to log in. I have been trying to contact somebody for months, and no matter what time I try to call, it always hangs up on me. Unfortunately, this business is linked to my bank account for automatic payments (they never forget or "can't connect" to do that much!) and I feel like I am being scammed.

  Business response

  05/15/2024

  PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Select policy, on 2/16/2022 with a starting mileage of ****** for a 2017 Jeep Cherokee.

  PMC agent S.F.has reached out to ********************* to honor her request to cancel the policy and provided ********************* with a confirmation number.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  No rsvp from this business

  Business response

  05/28/2024

  PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Supreme policy, on 5/23/2022 with a starting mileage of ****** for a 2020 ****** C-HR.

  On 5/8/2024 ******************* contacted PMCs customer ********************** department to cancel his contract. Customer ********************** agent EG immediately honored ************************ request. At that time EG gave ******************** specific instructions to contact Paylink, as they are the finance company to stop any future payments from being withdrawn.

  On 5/22/2024 ******************* contacted PMCs customer ********************** department stating a monthly payment was deducted after the cancellation request. Customer ********************** agent EG informed ******************** that she had cancelled his policy as requested and again let ******************** know that he needed to contact Paylink to stop any future payments and request any refunds due.

  PMC would kindly request this complaint be removed as PMC honored ********************** request well before this complaint was submitted.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a customer for a while now, I switched from automatic payment to payments by invoice received through paylink on behalf of the company. I have tried reaching out to Protect My Car through phone and email and they do not reply. Per my contract they reimburse for oil changes. I have submitted the request and they have not replied. I contacted the company by phone and I was told to send an email - I sent my receipt and a copy of my payments made to PayLink for my contract and still have not heard from the company. I have paid over ****** over the last several months for coverage that I can not use. I want the money back so I can get the repairs they are not covering or my account updated to show it is current (I have not paid April due to the fact they are not updating the last several payments I've made) Attached are documents of payments and the oil change I am requesting reimbursement for.

  Business response

  05/13/2024

  PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Select policy, on 4/12/2022 with a starting mileage of ****** for a 2018 Dodge Durango.

  PMC has verified Mr. ******** reimbursement e-mail was received on 4/23/2024. Reimbursements can take up to 30 days to process.

  Any billing/payment issues such as automatic billing would need to be addressed by Pay Link *************) as they are the finance company.

  Pay Link does offer automatic billing and also sends a monthly statement to PMC verifying if the customer's payments are current

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent a notarized letter to Protect My Car Insurance, requesting a pro-rated refund due to their breach of contract. When filing a claim during the duration of this policy, claims refused to answer their phone. No service was ever received. The had the gall to offer me $163 00 settlement, to which I am not happy about. I want my full pro-rated refund.

  Business response

  04/30/2024

  PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Select policy, on 3/19/2021 with a starting mileage of ****** for a 2016 ******* Accent.
  
  PMCs CRM has no documentation of any such interaction or refund offer stated in the complaint.
  
  The last interaction recorded in PMCs CRM was on 8/17/2023, with a question about the policy.
  
  For future reference, PMCs refund policy is as follows:
  
  THIRTY (30) DAY FREE LOOK: In the event that YOU would like to cancel this CONTRACT within the first thirty (30) days, YOU are entitled to a full refund of your down payment (minus any claims paid).
  
  It is important to note: that ************ also has a contract with Omega on his 2009 Chrysler Town and Country with a monthly payment of $164.99. PMC has no access to Omegas CRM, but it is very possible that ************ has been interacting with Omega as his monthly payment is more in line with the refund offered in **************** complaint.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my vehicle to the service department they recommended top engine rebuild or engine replacement. Contacted ProtectMyCar warranty. They took over a month to get the claim filed looked like we were getting an engine replacement. The car was still drivable and driving did not compromise or hurt the engine further.. after they found out, they denied the claim stating we were not protecting the vehicle from further damage when there was no further damage that could be done to the vehicle.

  Business response

  04/26/2024

  PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased an "Ambassador Platinum contract, on 7/13/2021 with a starting mileage of ******* for a 2011 ***** Pilot.

  On 3/18/2024 ************** brought his vehicle into Brown ***** stating the vehicle was burning oil. Brown *****s estimate recommends replacing the piston rings.

  At some point,************** decided to take the vehicle from a Brown ***** and continue to drive it with a known failure.

  Mr. Lubkes statement that no further damage could be done to the vehicle is untrue.

  Continuing to drive a vehicle with a known failure in the engine can most certainly cause other damage. Other components are now working harder to compensate for the weak or failed components, causing further damage.

  PMC has denied this claim due to the following exclusions:

  Any breakdown caused by the policyholders failure to protect the VEHICLE from further damage, including but not limited to, failure to replace leaking seals and/or gaskets; improper use of the VEHICLE or parts,or by the failure of the policyholder to maintain proper qualities or levels of coolant and/or lubricants.

  Upon notice of a MECHANICAL BREAKDOWN or FAILURE, YOU must protect the VEHICLE from any further damage. YOU are required to safely pull YOUR VEHICLE off the road and shut off the engine immediately (when the lights or gauges indicate a problem) and contact OUR 24-hour ROADSIDE ASSISTANCE program to get help and/or to have YOUR VEHICLE towed.

  Customer response

  04/27/2024

   
  Complaint: 21588846
  
  I am rejecting this response because: The companies lack of response to myself or the repair shop about coverage left me no alternative but to drive the car taking every precaution necessary to protect any engine components from further damage. Checking oil levels daily and changing out or cleaning sparkplugs if needed. Oil leaking into the heads and burning off does not damage anything but the sparkplugs which the company does not cover, as they are routine maintenance parts. No other engine components are compromised as long as oil levels are maintained and the engine is functioning properly as it has been.  If PMC had answered my claim  with the same speed they answered this BBB complaint, this situation would have been avoided. It seems there concern was not with fixing the problem covered in the warranty that I had payed for, but finding the cheaper way around the obvious issue. 

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

  Business response

  05/07/2024

  PMC has reviewed Mr. ****** rejection of PMCs response.

  Mr. ****** rejection letter contains the same statements that were addressed in PMCs original response and does not provide any additional information that would reverse the claim denial.

  The fact that ************** is checking the oil and spark plugs daily and adding oil as needed along with cleaning or replacing the spark plugs as needed does not change the exclusions listed in the contract 

  Customer response

  05/07/2024

   
  Complaint: 21588846
  
  I am rejecting this response because: After speaking with several automotive repair shops including ************ and **** ***** the damage was already done. And driving the automobile until the problem could be fixed would NOT CAUSE ANY FURTHER DAMAGE TO ANY ENGINE COMPONENTS. In my opinion and the automotive repair shops I spoke with, we agreed that PMC denied coverage simply to avoid having to pay the repair costs. Therefore not honoring the Policy I purchased.
  
  Sincerely,
  
  *************************

*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. ↩