Complaints

This profile includes complaints for MPP Co. Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  MPP Co. Inc.

  8500 Shawnee Mission Pkwy Merriam, KS 66202-2967

  
• 

  MPP Co. Inc.

  PO Box 634 Shawnee Msn, KS 66201-0634

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Nissan from Peoria Nissan and was sold a MPP policy were the benefits were not correct when it was explained by ****** from Peoria Nissan. I have been promised a refund by MPP for $2900 back to my loan with ** ****. I still have not received the refund from MPP and please can you let me know what is happening please.

  Business Response

  Date: 02/03/2025

  Re: ***** ********

  ID ********

  Dear Sir/Madam

  We are in receipt of your letter regarding the above customer and ID.  We do show that on or about December 29, 2024, *** ******** did purchase a 2024 Nissan.  At the time of vehicle purchase, he also opted to purchase a vehicle service agreement from our company.  Customer contacted us on 1/7/2025 wanting to cancel.  The contract was in suspend since it was just sold on 12/29/2024.  We got in put in force and cancelled.  Our check in the amount of $2,900.00 was issued and sent to the lien holder on 1/17/2025.

  We hope our response satisfies *** ******** and the Bureau's concerns.  Please let us know if you should have any other questions.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

  Customer Answer

  Date: 02/03/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  Thank you MPP for your response and the lien holder has still not received the check.

  Do you have a tracking number for the check and how was it sent to ** **** please 

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

  Business Response

  Date: 02/10/2025

  Dear Sir/Madam,

  we are sorry to hear that *** ******** rejected our response to his complaint.  *** ******** first contacted our office on 1/7/2025 to request cancellation of his vehicle service contract.  That request was processed, and our check in the amount of $2,900.00 was issued to his lienholder of record (** ****) on 1/17/2025.  That check has since cleared our bank so his lienholder is in possession of the refund.  Please check back with ** **** to see how that refund was applied to his account as per their business rules.

  We hope our response satisfies the Bureau and customer.

  Sincerely,

  ****** ****

  MPP Co., Inc.

  Customer Answer

  Date: 02/10/2025

  
  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

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son purchased a used vehicle at Grapevine Nissan. Wife co-signed and we added Gap insurance through MPP. Someone ran a stop sign and totaled the vehicle. After insurance a remaining balance of 6000.00 was owed. MPP gap insurance was contacted and only paid 3000.00. They said it was due to the vehicle depreciation. I have used gap insurance before and never had any issues, our insurance company has never heard of gap insurance doing this to a customer. We paid for their services and ended up getting ripped off

  Business Response

  Date: 01/29/2025

  January 29, 2025
  
  Better Business Bureau
  Re:         *** *******
                ** ********
  
  Dear Sir/Madam,
  We are in receipt of your letter regarding the above referenced customer and ID.  In reviewing our records, we do show that on or about June 12, 2023, Kimberly Sherrod did purchase a 2021 Ford Mustang.  At the time of vehicle purchase, she opted to purchase a GAP Waiver Addendum in conjunction with the retail installment sales contract.  On or about September 16, 2024, we were contacted by the customer’ lienholder advising that the vehicle was involved in an accident and considered a total loss.  We advised the lienholder and customer of the documents that would be required.  After correspondence back and forth, we finally received all required documentation to complete the review and process the claim for an amount to be waived by the lienholder.  We processed our check payable to the lienholder to apply to the outstanding balance in the amount of $3,965.11.  That check has since cleared our bank.
  
  In *** ********* complaint, he states that the amount paid to be waived was short due to depreciation.  In reviewing the claim documents and specifically the Market Valuation Report utilized by his auto insurance carrier, a net of $1,702.00 was deducted from his settlement amount due to condition adjustments.  Additionally, another $264.72 was deducted from his settlement amount due to previous damage.  Unfortunately, these items are excluded from the definition of Actual Cash Value and were added back in to determine the amount to be waived under the GAP Debt Waiver Addendum.
  
  While we understand and sympathize with *** ********* situation, those items are not covered under the GAP Debt Waiver Addendum and the amount to be waived was calculated correctly.
  
  We hope our response satisfies any further concerns.
  Sincerely,
  ****** ****
  MPP Co., Inc.

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased the “premium” warranty from this company on a 2018 Jeep Cherokee a year ago. (From *** ********* in Kansas City, mo) The car overheated and we had it towed to a Jeep dealership merriam, ks by our house. The dealership said it needs a new engine . We Filed a claim, and they denied it. They refused to send us the paperwork of their findings as to why they denied the claim and said they would only show it to us if a lawyer requested it . We had to hire a lawyer , and once we received the paperwork it was clear why they didn’t want to send it . Because there is no reason why they shouldn’t cover the engine . Which is covered by the warranty. We have gone to the dealership that sold us the car, called the warranty people tons of times and they refuse to cover the engine, which should be covered by the warranty.

  Customer Answer

  Date: 12/13/2024

  This company should be held reliable for replacing the engine on our 2018 Jeep with 87k miles. We bought the platinum warranty that covers the engine and they are refusing to cover it. Their reasons for not covering it aren’t valid. 

  Business Response

  Date: 01/07/2025

  We are in receipt of your letter regarding the above referenced customer and ID.  In reviewing our records, *** * **** **** purchased a 2018 Jeep.  At the time of vehicle purchase, they also opted to purchase a vehicle service agreement from our company.  On or about November 7, 2024, the customer contacted our claims office and advised the vehicle was overheating.  They took the vehicle to a Jeep dealer and the claim was called in for check engine light was on and the engine was overheating.  We sent an independent inspector to verify the cause and extent of the failure.  The engine did overheat and did require replacement.  While the coverage the customer purchased is comprehensive, it does not cover failures due to overheating and the claim was denied.  After further review and discussions with the customer, we did agree to replace the engine with a remanufactured engine.  The engine was ordered and should arrive at the repairing dealer later this week.

  We hope our response satisfies the customer and the Bureau concerns regarding the matter.  Please let us know if you should have any questions.

   

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  GRAPEVINE DEALERSHIP A BERKSHIRE HATHAWAY COMPANY DALLAS TEXAS,I BOUGHT A EXTENDED WARRANTY PLAN THAT IS USELESS AT THE COST OF 3700.00 the vehicle was sold to me with over 10,000.00 worth of major problems .the warranty company MPP WARRANTY DID NOT GET IN TOUCH WITH MECHENIC UNTIL 3DAYS LETTER .JUST TO TELL ME NOTHING IS BASICALLY COVERED

  Business Response

  Date: 11/27/2024

  November 27, 2024

  Re: ***** ******** ** ********

  Dear Sir or Madam,

  we are in receipt of your letter regarding the above referenced consumer and ID.  In researching our records, we do show that on September 28, 2024 *** ******* purchased a 2015 Mercedes Benz with 66787 miles on the odometer.  At the time of vehicle purchase, he also opted to purchase a vehicle service agreement.  The vehicle service agreement purchased, subject to specific terms and conditions, agrees to pay for covered repairs to specifically named components for the term of the agreement.  On November 18, 2024, *** ******* called our office and advised that he is hearing a clicking noise in the front when turning either left or right. We advised him of the claims procedures to get to a franchise dealer and have them contact our office so we could get details and determine if there is a covered failure.  A few hours later, we received a call from International Autos advising *** *******'s vehicle was in their shop for repairs with a complaint of clicking noise when turning, oil leak from timing cover and sunshade inoperative.  We advised the repair facility that neither the timing cover or sunshade were named covered components under the agreement.  However we needed more information regarding the clicking noise.  They advised it was in need of right front axle joint and provided a parts cost of $2,032. The provisions of the vehicle service agreement allows repair/replacements to be completed with new, used, or remanufactured parts.  We were able to locate a part for a much lower cost and wanted to have it shipped in.  We called the repair facility back to advise and had to leave a message.  The repair facility did not contact us back until November 20, 2024.  We explained that we had located a part and would like to ship it to them for repair, however, they refused to allow us to do that.  The other options would be for the customer to pay the betterment (difference between their part and ours), or locate to another repair facility that would allow the part to be shipped in.  On that same day, November 20, 2024, *** ******* contacted our office to cancel his coverage.  The vehicle service agreements were cancelled per his request and forwarded to his lienholder of record on November 22, 2024.

  We hope our response satisfies your concerns.  Please let us know if you should have any questions.

  Sincerely, 

  ****** ****

  MPP Co., Inc.

   

   

   

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a service contract from MPP (Mechanical Protection Plan) on July 15, 2023. The vehicle was purchased in Texas and the service plan was sold to us by the Crest Automotive Group in Frisco, TX at the time of purchase. The car began having transmission issues a few months after purchase. I took it to numerous dealerships, all of whom stated that the car was in need of a new transmission. The claim was denied by MPP numerous times; stating erroneous claims of how the transmission wasn’t at fault, stating that the dealerships were “just trying to get businesss”. On July 15 of 2024, the transmission got so bad we no longer felt it safe to drive. After long waits, the dealership finally got MPP to acknowledge that the car did need a transmission. They finallly sent a used transmission. Obviously that in itself breaks our contract agreement. However, the transmission they sent did not even work. So after 2 weeks of the dealership making an effort to install it, that transmission went back and we have no vehicle! Additionally, the car has an oil leak. MPP is now using the same tactic and refusing to repair the oil leak. Due to not having a car, we were forced to sit in Tampa during 2 major hurricanes; having no vehicle to evacuate in!! This is a very dangerous situation that is being created by a derelict company. We are in good standing with payment for this service plan, the loan on the car and insurance for the vehicle. All of which are wasted because they have failed on their agreement!

  Business Response

  Date: 11/04/2024

  November 4, 2024

  Better Business Bureau

  RE: ***** ********* Complaint ********

  Dear Sir/Madam,

  We are in receipt of your letter regarding the above referenced customer and ID.  We do show that on or about July 15, 2023, ***** ******** did purchase a 2018 Porsche.  At the time of vehicle purchase, he also opted to purchase a vehicle service agreement from our company.  On or about January 4, 2024, we received a call from Porsche of Tampa advising Mr. ********** vehicle was in their service department for complaint of roaring noise from crankcase vent, and roaring noise from transmission.  We sent an inspector to help verify the complaint and failure.  The inspector found some noise from crankcase vent which was non-covered.  He did hear some slight roaring noise but the service department could not pin point it to the transmission.  Also there were no codes set for any failure nor was there any drivability issues.  The repair facility wanted to replace the transmission without any further proof there was an actual failure.  We advised that until they could prove the transmission had failed, we could authorize the repair.  On February 8, 2024, the repair facility contacted our office again saying customer has same complaint and they wanted to replace the transmission.  We asked again what has failed in the transmission and they could not advise us on what had failed. We asked them to determine the cause and call us back and we could send an inspector again.  On June 12, 2024, Mr. ********** mother contacted our office to discuss the transmission issue and was upset.  We advised her that if the vehicle would go back to the repair facility and they have the vehicle to where the failure could be determined, we would send an inspector again.  She advised that she would have the repair facility contact our office again once the vehicle was in their facility.  On July 13, 2024, the repair facility contacted our office again and advised the vehicle was there with complaint of the engine valve cover leaking, engine front timing cover leaking, and transmission grinds while driving.  We advised we would send an inspector again.  The inspector verified the the two engine leaks but unfortunately, the vehicle service agreement purchased does not cover engine seals and gasket leakage.  He was able to verify the transmission failure this time and we advised we would cover the repair.  The vehicle service agreement allows for replacements to be new, used, or remanufactured components.  The repair facility advised that a new transmission cost was $25,000.00.  We inquired if they could locate a used transmission and they advised they could not.  We searched and found a used transmission for $7,750.00 and offered to send one in or Mr. ******** could pay the betterment (difference between the two) if he wanted the new transmission to be installed.  We discussed this with the repair facility, the customer and the customer's mother regarding the options for repair.  We were told that they would review and let us know.  We followed up a couple of times and was told by the repair facility that Mr. ******** advised them to put the repair on hold until further notice.  On September 5, 2024, we were in contact with the repair facility and they advised that the customer has agreed to have the used transmission installed.  We advised we would make the arrangements to have it shipped to the repair facility.  The transmission was delivered to the repair facility on September 16, 2024, however, because of the Hurricane, they were not able to get to the repair for several weeks.  On October 23, 2024, the repair facility contacted our office and advised they got the transmission installed, however, they were getting check engine light/codes and other fault codes.  They advised may be the valve body in the transmission.  Instead of repair that transmission, it was decided to send in another transmission.  As of October 30, 2024, another transmission is ordered and being shipped to the repair facility and arrive later this week.

  We understand Mr. ********** position and frustration and regret that this repair has not concluded faster than it has.  Hopefully, the replacement transmission being sent will correct the failure and satisfy Mr. ********** concerns.

  Please let us know if you should have any questions.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

   

   

   

   

   

   

   

  Customer Answer

  Date: 11/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The information provided to you from MPP is incorrect.  The vehicle is STILL at the dealership.  No replacement transmission has been shipped as of today (11/13/24).  We were informed last week that one was shipped, and that is not true.  

  Just like everything else with MPP.  This is untrue.  Additionally, the claim in regards to the gasket(s) is also false.  The Silver plan clearly states that ALL LUBRICATING PARTS are covered.  

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

  Business Response

  Date: 11/21/2024

  We are in receipt of your further correspondence regarding Mr. ********** vehicle and fully understand his dissatisfaction. We were advised that the replacement transmission was shipped on November 8, 2024.  It was received by the repair facility on November 15, 2024.  On November 19, 2024, the repair facility confirmed they had the transmission and was preparing to install it and would contact our claims office once completed.  We are still waiting on confirmation from the repair facility that the repair was completed.

  Please let us know if you should have any further questions.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the extended warranty for a recreational bike and I have not been contacted by the company or dealer regarding the warranty for the bike. I am waiting for an answer and the dealership is saying that I need to provide them with a copy of the warranty. Based on the copy that I have received at the time of purchase the dealership should have the original copy available to provide the company with a copy. I have contacted the dealership and they have not responded to my email or text messages since early August. It appears that they are waiting for the warranty to expire when they have the warranty on their files. The name of the dealership is West coast Powersports ***** ** ******* ** ****** Clearwater FL 33764. In addition to this, there is the issue of being told that the bike had a prior owner and that once I submitted my documentation to the manufacturer BRP they have since changed their records to reflect my name. However, I have reason to believe that the bike was not sold to me as indicated on the paperwork since my riding experience would not warrant the type of repair for the short period of time that I owned the bike. I am not sure if the dealership is a reputable dealer based on my experience with them and falsely issued bill of sale.

  Business Response

  Date: 10/28/2024

  October 28, 2024

  Better Business Bureau

  RE: ****** *****

  Complaint ID ********

   

  Dear Sir/Madam,

  We are in receipt of your letter regarding the above referenced Customer and ID.  In reviewing our records, we do show that on or about October 31, 2020, *** ***** did purchase a 2020 Can Am from West Coast Powersports.  At the time of purchase of the Can Am, she also opted to purchase a vehicle service contract from our company.  The plan term purchased is for 48 Months from the date of purchase.  A copy of the contract was provided to *** ***** at the time of sale.  On or about August 29, 2024, we show that West Coast Powersports contacted our office and advised that *** ***** vehicle was in their repair facility with a complaint of noise from the clutch area.  They diagnosed the failure to be clutch roller which is covered under the vehicle service agreement.  We authorizeds payment for the repair in the amount of $479.13 and paid the repair facility direct.

  In *** *****' complaint, she also mentions that she believes that the Can Am may have been previously owned?  The information reported to our company at the time of sale of the vehicle service agreement that the vehicle was purchased new and the factory warranty start date was the same as the sale date, October 31, 2020.  If *** ***** feels that she was provided misinformation regarding the sale and ownership of the vehicle prior to her purchase, that is a matter she will need to take up with the selling dealership.  Our involvement with the sale is regarding the vehicle service contract only.

  We hope our response satisfies the Bureau's and *** *****' concerns.  Please let us know if you should have any questions.

  Sincerely,

  ****** ****

  MPP Co., Inc./Old United Casualty Company

  800-747-4400/800-866-6090

   

   

  Business Response

  Date: 11/21/2024

  We are in receipt of your letter regarding *** *****' rejection to our response.  Upon receipt of your letter, we contacted the repair facility.  They concurred that the repairs they contacted us on in August were correct and remedied the failure noted.  The previous estimate from May was just that, an estimate for the items to correct the repair and other preventative items.  They advised that *** *****' motorcycle has been repaired and they have been trying to contact her for a couple of months to pay for some of the preventative items she authorized and pick up her motorcycle.  They advised they have not received any responses from her.

  We have reviewed the matter and have authorized and paid for the covered components as called in from the repair facility to correct the failure.  Any other items authorized by *** ***** is at her expense.  

  Please let us know if you have any questions.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

  Customer Answer

  Date: 11/26/2024

  
  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. In addition, I would like to make a statement that the company has not contacted me about my vehicle. I was only aware of the issue being resolved when I involved the BBB and at this time I will be in contact with the company regarding this matter. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:09/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I refinanced my car in August. I have called three times and keep being told that my contract is not in the cancellation system and it cannot be done. Over $2000 is owed back to me and I keep getting the run around. I asked for a supervisor and conveniently, ******* is in training and not available. The first time I called the rep disconnected the call. I called right back and got *** who had great customer service and told me he would follow-up and never did. I called today and spoke to ****. He also had good customer service but told me the same thing that it could not be cancelled, and he informed his supervisor. At this point, I am very aggravated and want my money refunded to me effective immediately and retro back to the first time I called on 9/13. A paying customer should not have to call multiple times to have a matter resolved. This speaks volumes of theft of a customer's money.

  Customer Answer

  Date: 10/02/2024

  Attached is my MPP Contract. My last call was on 9/23 and I was supposed to get a call back from the supervisor named ******* but no response. I plan to call again which will be my fourth time. The longer they take to cancel my contract the less money they have to refund me. Requesting my cancellation be the day I first called on 9/13. Thank you. 

  Business Response

  Date: 10/07/2024

  Better Business Bureau

  RE: ID ********

  *** ********

  Dear Sir/Madam,

  we are in receipt of your letter regarding the above referenced ID and customer.  We were contacted by *** *** to request cancellation of her vehicle service contract and we attempted to send her an electronic link in which she could respond back with the information and acknowledge her request in writing.  However, the link was not functioning properly and our representative advised her they would contact her as soon as it was operational.  With the link not working, the representative should have offered an alternative way to send in the written request either by email or by regular mail instead of making the customer wait.  Upon receipt of your letter, we contacted *** *** to apologize for that oversight, had her email a copy of the paid in full letter and overnighted the refund check to her directly.

  We hope our response and actions satisfy *** *** and Bureau of their concerns.  Please let us know if you should have any questions.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

   

• Initial Complaint

  Date:08/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This Extended vehicle protection plan was purchased on 1/26/23 through ****** ****** located at **** * **** ****., Peoria AZ 85382 (**** ********* The plan purchased was the Gold Plan covering Mechanical and Body related issues with our vehicle: 2018 Cadillac CTS Luxury (VIN: *****************). Since the purchase, we have had "parking lot" damage to the left rear passenger door causing a crease and minor scratch. We've attempted for over one month now to contact MPP to arrange a repair as well as having the car given a estimate repair by a local body shop who has also been unable to reach MPP for authorization. I believe their business practices to obtain extended warranty customers to be fraudulent as they have failed to be available for services as per the expectations of the contract. I am requesting a full refund of the plan amount paid $4874.00

  Business Response

  Date: 09/10/2024

  September 10, 2024

  RE: ID ********* ******* ****

  Dear Sir/Madam,

  We are in receipt of your letter regarding the above customer and ID.  In researching our records, we do show that on or about January 26, 2023, *** **** did purchase a 2018 Cadillac.  At the time of vehicle purchase, he also opted to purchase a vehicle service agreement from our company.  The vehicle service agreement purchased covers specifically named components should they fail for 48 months or 48,000 miles, whichever occurred first.  Looking at the history on *** ****** vehicle service agreement, we do not show any contact where he inquired about any physical damage to his vehicle and wanting it to be covered by the contract.  Had he contacted our office, we would have informed him that the vehicle service agreement specifically excludes damaged caused by collision or impact, as well as any damage covered under his auto insurance.  We also show that he purchased a Club Plus service agreement which does include dings that can be removed by paintless dent repair, however, it does not include any major damage that requires body work or paint.  The damage detailed in the information *** **** sent is major and he should file a claim with his auto insurer.

  While we sympathize with *** ****** situation, the damage he has suffered is not covered.  In the complaint, he requests a full refund of the amount paid.  However, a full refund may only be obtained within 30 days of purchase and he purchased his vehicle service agreement well over a year ago and is only entitled to receive a pro rated refund.  If he should want to proceed with cancellation based on a pro rata basis, he can either respond directly to this correspondence or call our office direct at ************** and he will be sent an electronic link in order to process his request.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

  Business Response

  Date: 09/21/2024

  *** **** has two different service contracts with our company.  One is strictly for mechanical failures and the other is a combo service contract that provides coverage for tire road hazard, paintless dent repair and windshield repair.  However neither one covers physical damage.  The Club Plus service contract (combo service contract) does cover paintless dent repairs such as door dings that do not require any body work or paint.  ** **** contacted the paintless dent technician on August 29th.   There was some correspondence back and forth trying to set up a date, time and place to inspect the vehicle for possible repair.  A time and place was finally coordinated.  The paintless dent repair technician was able to repair one panel, however was unable to repair another due to the position of the crease and inability to get behind it without major body work. What work that could be performed under the service contract was completed and *** **** seemed satisfied with the work.

  We hope that our response satisfies *** **** and Bureau's concerns.

  Sincerely,

  ****** ****

  MPP Co., Inc

   

  Customer Answer

  Date: 09/23/2024

  
  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

  Date:07/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 27 April I went to Joe Meyers Toyota here in Houston, TX looking to purchase a new Pickup truck. After all wrangling and back and forth i went to the financial office to complete the process of buying my 2024 Toyota Tundra. During the process a lot of smoke and mirror tactics were used and unwanted MPP warranty additions were added. It added up to $8250.00 of unwanted cost to be financed. After asking for a payoff amount for refinancing the hidden costs were revealed. Well, about 2 weeks ago I called MPP and asked for cancellation of all added warranty cost which amounted to $8250. I called Toyota financing to see if the payoff amount had changed and was told no. I again called MPP to find out why they had not taken action to remove these charges. Well as expected I was met with an unpleasant tone and excuse. I am a retired senior citizen living on a fix income and need to keep my costs down. I am afraid that i will be pushed aside and ignored while the added cost accumulate more unjustified interest. Their delay tactics are adding additional cost to my account. I only ask that they take immediate actiuons to cancel all items that I have requested. Thanks for your help.

  Business Response

  Date: 08/05/2024

  Better Business Bureau

  RE: ****** ***** ** ********

  Dear Sir/Madam,

  We are in receipt of your letter regarding the above referenced customer and ID.  In reviewing our records, we do show that on or about July 19, 2024, *** **** contacted our office requesting a cancellation and pro rated refund on the vehicle service agreements purchased back on April 27, 2024.  We forwarded an electronic link for *** **** to complete with the needed information and to return it to our office for processing.  He called back later that same day saying he needed assistance in completing the information on the link sent and we walked him through that process.  We received the cancelation request back and processed the cancellation of the products purchased.  Our records show we processed that request on July 22, 2024 and forwarded the applicable refunds to his lienholder of record, Toyota Financial Services, on July 23, 2024.  *** **** should contact his lienholder to verify the application of those refund amounts.

  We hope our response satisfies the *** **** and the Bureau's concerns.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

   

   

  Customer Answer

  Date: 08/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  i called Toyota finance today(9 August 2024) and talked to an agent and was told that it would take 30 days for the cancellation to take place.  I asked on who;s part was the delay on and the agent told me to call MPP again.  I responded with no, because of the tone used by those people. Needless, I am very unsatisfied with how this cancellation is being processed.  I am afraid that their delay will cause an excuse for them not to fully refund the whole amount that they originally posted to the billing.  I have not and will use their services as indicated on their phamlets.  Please continue these actions until I get my full refund amount
  Sincerely,
  
  ****** ****

  Business Response

  Date: 08/19/2024

  August 19, 2024

  Better Business Bureau

  RE: ****** **** - ID ********

  Dear Sir or Madam,

  We are in receipt of your letter regarding *** ****'s complaint.  We regret to hear that he has rejected our original response.  As noted in our previous response, *** **** contacted our office on July 19, 2024 requesting a cancellation and pro rated refund on the vehicle service agreements purchased. We forwarded an electronic link for *** **** to complete with the needed information and to return it to our office for processing.  We received the cancelation request back and processed the cancellation of the products purchased. Our records show we processed that request on July 22, 2024 and forwarded the applicable refunds to his lienholder of record, Toyota Financial Services, on July 23, 2024.  We have assisted *** ****** as expeditiously as possible on his cancellation request.  He first contacted our office on a Friday, and we processed his cancellation on Monday, and issuing the check on Tuesday.  We regret that his lienholder has yet to apply the refund to his account, however that is beyond our control.  In *** ****'s complaint, he indicates he is expecting a full refund of the amount paid and is worried our delays will cause him not to receive a full refund.  The provisions of *** ****'s service contract states he is eligible for a full refund if requested in writing within 30 days of purchase and after 30 days of purchase, any refund will be prorated.  *** **** purchased the vehicle service contract on April 27, 2024 and first contacted our office by telephone on July 19, 2024, well past the 30 day window for a full refund.  *** **** also states that our representatives were rude during their telephone conversations.  For that we deeply apologize and will review those calls for proper education to our representatives.  We hope our response satisfies *** **** and the Bureau's concerns. 

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

• Initial Complaint

  Date:07/11/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally took my 2019 F-150 to a Ford dealership in my town for a cold start rattle and for copper wires in my steering wheel being exposed. The dealership diagnosed and contacted MPP about my extended warranty. MPP approved the steering wheel claim but denied the claim in regards to the cold start rattle. The dealership said the rattle was due to the waste gates worn out on the turbos. I believed the truck was misdiagnosed in regards to the rattle, so I chose to take it to a different Ford dealership. The second dealership diagnosed the cold start rattle coming from the cam phasers. When they contacted MPP about the cam phasers and the steeling wheel, since I did not have the steering replaced at the other location, MPP denied everything. MPP later did approve the steering wheel but not the cam phasers. I spoke to their claims manager, *****, on the phone and we both verbally agreed that he would send out an inspector to look at the truck and if the inspector said the rattle was coming from the cam phasers, he would cover the claim. If the rattle was coming from the turbos, he would deny the claim. We both agreed to these conditions. The inspector visits the dealership on July 3rd and he submits his report to MPP on July 5th at 8:22 am. No one at MPP ever looks at the report that day. I called on Monday, July 8 and was told that my claim representative, *****, did not have time to look through his emails that day, he would have to look the following day. I had to call back 2 days later, July 10, for ***** to look through his emails and says it’s denied. The inspectors report says the rattle is coming from the cam phasers. The inspector states on his report the “cause of engine failure is consistent with one or more cam phasers” and his opinion is to “replace VCT units per TSB.” So, based on what the claims manager told me, this should be covered. MPP still continues to deny the claim. I have reached out to multiple managers and even the VP with no response.

  Business Response

  Date: 07/23/2024

  July 23, 2024
  
  Better Business Bureau
  RE:         ******* ******
                ID ********
  
  Dear Sir/Madam,
  We are in receipt of your letter regarding the above referenced customer and ID.  In researching our records, we do show that on or about July 1, 2024, we received a call from All Star Ford advising that Ms. ******** vehicle was in their repair facility with a complaint of steering wheel heater inoperative and a rattle noise on cold start-up.  The repair facility advised that a wire was poking through the steering wheel for the heater and needed a new steering wheel.  On the rattle noise on cold start up, they advised that noise goes away in a few seconds.  They advised most likely are the cam phasers but no codes were set, no engine or warning light indication, and no effect on operating performance.  Just the rattle for a short period of time upon start up.  We advised that we would send an independent inspector to verify the complaint and possible cause.  The inspector reported that there was a rattle at first start up when cold but goes away, but there were no codes present or warning lights.  There was no covered mechanical failure, just a rattle upon cold start-up that goes away and the repair was denied as non-covered.  The steering wheel was a covered failure and we authorized $1,022.63 for that repair.
  
  In the complaint, Ms. ****** mentions a Ford TSB (Technical Service Bulletin) regarding cam phaser noise in certain Ford F150 trucks.  While the noise is described as undesirable, the bulletin states it “does not affect the vehicle safety, performance, or emissions.”  As goodwill, Ford agreed they would replace cam phasers on the applicable models up to 89,999 miles on the odometer to be rid of the nuisance.  Any vehicles with mileage over 89,999 on the odometer, they considered the rattle on start-up as normal for the age and mileage of the vehicle and not a failure.  In the complaint, Ms. ****** adds that in the inspector’s opinion, the cam phasers should be replaced per the TSB.  Again, the TSB referenced only identifies the cam phaser rattle as undesirable noise but not a failure and neither does the vehicle service agreement.  We have communicated our position to Ms. ****** multiple times.  I have communicated with Ms. ****** directly by email and forwarded her complaint to the claims manager who researched the claim and advised her the cam phaser noise is not covered under the agreement.
  
  While we sympathize with Ms. ******** situation, the replacement of the cam phasers to eliminate an undesirable noise is not covered under the vehicle service agreement. 
  
  Please let us know if you should have any other questions.
  
  Sincerely,
  ****** ****
  MPP Co., Inc.

  Customer Answer

  Date: 07/23/2024

  
  Complaint: ********  
  I am rejecting this response because: I had a verbal agreement with a manager at MPP that said if my cam phasers were causing the noise, they would replace them. The agreement with the BBB and MPP states that businesses accredited by the BBB shall honor promises which MPP is not doing. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 08/06/2024

  August 5, 2024
  Better Business Bureau
  RE: ******* ******
  ID ********
  Dear Sir/Madam,
  We are in receipt of your letter regarding the above referenced customer and ID.  We regret to hear that Ms. ****** has rejected our response.  In her response, she states that she had a verbal agreement with a manager that said if the cam phasers were causing the noise, they would be replaced.  We verified with the manager in question and what was verbally communicated by him was that if the cam phasers had failed where they trigger codes and effect the performance of the vehicle, and not just make a noise initially on start-up, we would pay to replace them.  However, the repair facility and the independent inspector verified that there was a rattle noise on cold start-up only and that noise goes away in a few seconds. They advised no codes were set, no engine or warning light indication, and no effect on operating performance.  Just the rattle for a short period of time upon start up.   Even Ms. ****** only complained of rattle noise at cold start-up and then goes away.  As noted in our previous response, we described a technical bulletin that the manufacturer distributed advising that certain models and model years of their vehicles may experience this very problem.  They describe the noise as an “undesirable” noise and have suggestions to replace cam phasers should the owner wish the noise to completely go away.  However, they point out the noise does not affect any operating performance or set off any kind of failure codes.
  Sincerely,
  ****** ****
  MPP Co., Inc.