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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I sent an email to this company on June 4, 2024, for my auto expense claim with all the documents required and today is exactly 10days that I have not received a response from them. I tried calling and even tried to contact them through their page but there is no button on the contact information page to submit your information. I am concerned as they might want to deny my application and allege I did not contact them on time. I need to get reimbursed for the work done to my car. I am paying insurance and at this rate this company is not meeting my expectations for reliability.
Business response
06/13/2024
Dear BBB,
We have already processed this claim and the customer is receiving the full benefit, 20% reimbursement of her repair in the amount of $96.75. The check is being mailed out tomorrow, 6/14/2024. Our claims manager, *************************, is reaching out to the customer today to inform her of the status of the claim.
As a result of this inquiry, we will be putting a reply on our claims mailbox to set expectations for processing time for our customers. Our hope is that we will retain Roadside Protect's "no Complaint" status with the BBB.
Sincerely,
********************; Chief Operating Officer Roadside Protect, Inc. **************
Customer response
06/14/2024
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
10/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Consumer Beware! This company is *****/Matrix/Auto Protection Plus and a rip off. They robo called and scammed me out of $2474 for a fake extended warranty. They told me over the phone that repairs and service for these items would be covered under their extended warranty:1. Engine 2. Drive Train 3. Transmission 4. Alternator 5. Compressor 6. Fuel System 7. Heating and cooling system 8. Electric system 9. Electronic System 10. Braking System But it was all lies. They are scam artists. I fell for it because they are very convincing. Over this phone call they said it costed $40 per month for 18 months and would provide warranty coverage until ****. Lies!First, once they got my credit info, they charged not $40 per month but $137.72. These items listed that were covered were not even in the Auto Protection Plus Warranty Booklet they sent once I first called to complain after purchasing the plan. They sent a phoney membership card with fake "Roadside Assistance" phone numbers to call. The 7 page booklet is a scam, but includes a contarct number and payment requirements and exclusions to the warranty BUT NO INFO ON WHAT IS COVERED IN THIS EXPENSIVE USELESS EXTENDED WARRANTY.....If you fall for this scam, immediately contact your bank or credit card company and BLOCK them! When you call the ***** phone number from your credit card they give you a bunch of bull and keep you in a phone loop to avoid responsiblity. They took money from ********'s patients and prey on your fears of your car breaking down. Roadside Protect is another name for Matrix, *****, Auto Protection Plus and who knows what alias they use next? They are supposed to be in ****** ********. They are a fraud! Report to the Better Business Bureau if approached by their flyer in the mail or robo calls. You will never see a refund!Salesperson: ***************************** Manager: ***************************** *******: Roadside Agent *****: ****************************************** ******: SalespersonBusiness response
10/17/2022
The situation is unfortunate and we take these very seriously as you can tell with our 10 year running performance with BBB.
Roadside Protect, Inc. is not the business owner of this program and we don't not administrator this extended warranty product. Our client Matrix Warranty who we just launched Sept. 1, 2022 handles the selling, enrollment, fulfillment and warranty vehicle servicing/administration for the extended warranty in this complaint. We are a roadside assistance company and have been contracted to administer Matrix's roadside assistance services only within this extended warranty. We have talked with our client and shared this complaint as well as the customer's concerns. The customer's issues dates back about 1 year ago which is prior to our relationship and these issues predate our involvement.
Our client is working directly with the customer to resolve the issue. We request that this be removed from our account or ask for any additional information you may require to do so.
Customer response
10/19/2022
Complaint: 18208363
I am rejecting this response because: Unprofessional customer service, as ********************** was affliliated as the towing service company contracting with Auto Protection Plus. Without the Auto Protection Plus complete warranty plan in my possesion when purchased 2 years ago when Roadside Protection was tied directly to MEPCO/Auto Protection Plus, put yourself in my shoes. Neither Auto Protection Plus or Roadside Protection would comply with my request to send a complete copy of my complete warranty that tells what parts, components and services are covered for the $3000 plan purchased. It took 2 years to get this information. I never knew what Roadside Protect would actually provide as a service/tow because I did not have a complete parts components warranty in my possesion for 2 years. Why would I allow Roadside Protect to tow my car if services would not be rendered or warranty covered for a breakdown are unknown??? Fees for towing would still have to be paid. So as a customer, I did not trust that ******************** would provide trustworthy service when they were affiliated with MEPCO Auto Protection Plus as they are listed on the membership card with the Auto Protection Plus Plan I purchased and have an "F" rating with the Better Business Bureau? Unscrupulous business affiliation! Untrustworthy partner, MEPCO Auto Protection Plus. I still after two years do not trust your service because of my experience with Auoto Protection Plus.
Sincerely,
**************************
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Get a QuoteCustomer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.