Complaints

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:03/28/2025

  Type:Product 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.

  May of 2024 I cancelled a policy with ******************** because no mechanic would honor this company because of difficulties with receiving payment.Upon finding out about this I cancelled my policy and asked for a refund. I have never received any check from them and after repeated attempts to resolve this issue I still have not received any refund. I finally received a check from ******************** for $1,666.62 and deposited it in my account on January *******. On February 03 2025 the check was returned by my bank and stop payment from ********************. The check was never cashed. I called and mentioned this and I was told by a customer service person that the supervisor had said that the check was cashed which the attached documents shows that it was a returned item and never went through .I have called this company eight different times and received different excuses each time for why I have not received the refund.I am going to contact them on Tuesday and send them the documentation that i have sent to you. I wanted to contact BBB because this isnt the way to do business. I paid good money and i just want it refunded.. This coming May will be a year since cancellation and requested refund.Appreciate any assistance.Thank you

  Business Response

  Date: 04/03/2025

  Dear ******** ****,
  We sincerely apologize for the error on our part regarding your refund. We understand your frustration and appreciate your patience as we work to correct this issue.

  
  We have issued a new check and have sent it via Priority Mail. You can track the shipment using the following tracking number: 9505 5121 4896 5092 8631 41. This will allow you to monitor its delivery status.

  
  Please let us know once you receive the check, or if you need any further assistance. Again, we apologize for the inconvenience and appreciate the opportunity to make this right.

  
  Best regards,
  **** ****
  Director of Administrative Services
  AutoProtect USA

  Customer Answer

  Date: 04/04/2025

  Complaint: 23131111
  
  I have reviewed the business' response and am rejecting it because:

  because of a check previously received and deposited then stop payment. I want to keep this complaint open until this new check clears and refund is processed to my account 
  
  
  
  Sincerely,
  
  ******** ****

  Customer Answer

  Date: 04/09/2025

  I received a check from Auto Protect for the amount of refund due. The check was deposited into my account and pending clearance.

• Initial Complaint

  Date:03/18/2025

  Type:Order 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.

  In December 2023, I received a phone call offering me an extended warranty through Auto Protect USA for an additional ******* miles for $197 a month. I purchased the powertrain enhanced service due to the fact I was told it would cover almost all powertrain issues. In January 2025, I filed a claim with Auto Protect USA for my engine to be replaced. I provided my car purchase date and all service records to show the engine failure was not due to lack of care. It took over 2 weeks to get an adjuster to communicate with my mechanic. Two of the codes read that it was "a known issue" with ************** and therefore would not be covered by my warranty. I was then instructed to send it to the ******* dealership to have them address the issues. I am out $9,160 for a new engine after paying over a year for a warranty they knew I couldn't use. Why would this company call and offer me a powertrain warranty on a vehicle that has known engine issues and then refuse to cover it? I have also called and requested the denial of my claim in writing, twice, with no response. I have requested speaking with a manager and have not received a phone call either. I also followed their procedures for cancelling my plan and sent it certified mail so that I had a record of the cancellation.

  Business Response

  Date: 03/24/2025

  Dear ******** *****,
  
  We appreciate you reaching out regarding your concerns.After reviewing your file and the calls with our customer service department on March 19th, 2025, and March 24th, 2025, it appears that we have paid off the remaining balance for your policy.
  
  Additionally, we want to ensure transparency regarding the claims process. **************** sells policies and provides information for **********; however, ********** is responsible for administering and processing claims. We acknowledge that this distinction may not have been as clear as it should have been, and we are actively working to improve communication regarding the roles of each party involved.
  
  If you have any further questions or concerns, please feel free to reach out.
  
  Best regards,
  **** ****
  ****************
  Auto Protect USA

  Customer Answer

  Date: 03/25/2025

  Complaint: 23084300
  
  I have reviewed the business' response and am rejecting it because: I paid all but two payments to Auto Protect and yet, Moto Assure denies my claim because "it is a known issue with *******." Why would Auto Protect sell policies to people with power train coverage on vehicles with known issues? I am not satisfied with the service with Moto Assure. I was under the impression I was paying and using Auto Protect for all the services.  I was unaware that ************ was a separate company until my phone call with manager, *****, on 3.19.2025 at 4:15 pm.

  While I appreciated Auto Protect trying to make it "right" by covering the last two payments, so my account wouldn't be charged further, I had already sent a cancellation letter prior to the pay-off date on 3.13.25.  All I want is what is fair.  Now that I know that the two companies are separate, I still am not clear on how I pay one company, but my claims are handled with a different one, I want my transmission to be covered or my money back from the policy. 

  I have used the towing service three times, one of which I paid for over milage from one mechanic to the dealership.  I am fine with deducting fines for the towing service; however, I feel a refund of the money I paid this entire contract, minus the three tow bills would be more fair than just paying off the last $390.  I have no interest in using the contract until 2028 because I do not feel any of my claims will be approved for one reason or another. 

  I am attaching my maintenance documents along with the quote from ******* showing the cost of the motor.  I am seeking the reimbursement for the engine based on the fact that you all sold a policy to me knowing the car had known power train issues, yet gladly took my money each month, knowing you would not pay have to pay for the repair or reimbursement for the amount I have paid into the contract minus three towing bills. 
  
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 04/01/2025

  Dear ******** *****,
  
  Thank you for reaching out and sharing your concerns. We understand your frustration regarding your claim denial and refund request. We would like to clarify our role in your policy and the next steps regarding your refund.
  
  AutoProtect USA operates as a broker, facilitating the purchase of vehicle service contracts from third-party administrators. In this case, MotoAssure is the administrator responsible for reviewing and processing claims under the terms of your policy. We understand this may be disappointing, but claim decisions are made solely by the administrator, not AutoProtect USA.
  
  Regarding your refund request, we have already processed the cancellation of your policy as of April 1st, 2024, and initiated the prorated refund per the terms of your agreement. While we appreciate your request for a full refund of payments made, the refund calculation must align with the policy terms.
  
  We value your feedback and regret any confusion regarding the policy structure. If you have any further questions regarding the refund process or need additional clarification, please contact us at ************.
  
  Sincerely,
  **** ****
  AutoProtect USA

• Initial Complaint

  Date:03/05/2025

  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.

  I am filing this complaint for my 95 year old father that thought he was paying for his car insurance and asked me to find out why his insurance was $4225.00 on his 2013 ***** with ****** miles on it so I called the company within 2 weeks and explained to them he didnt know what he was signing up for and asked to cancel the policy. He was sold this plan on 12/12/2024 so we called to cancel before the coverage started. The representative was combative with me and at the end of the conversation he said Ill take care of it and hung up on me. I checked my fathers bank account and see they have charged his account in January and February so the policy was never canceled. I am expecting a refund of all monies paid and this plan cancelled immediately.

  Business Response

  Date: 03/06/2025

  Dear Mr. ******************** appreciate you reaching out and want to provide clarification regarding your fathers policy.
  

  The total cost of the policy was $4,225; however,only a down payment of $495 was made on December 12, 2024. The policy was then canceled on December 30, 2024, and a full refund of $495 was processed on January 2, 2025. No additional payments were collected beyond this amount.
  

  If you believe there are any discrepancies in the charges,we recommend verifying with the bank to ensure the transactions in January and February are not related to another entity. We are happy to assist further if needed.
  

  Please let us know if you have any other questions.
  Best regards,
  **** ****
  ************
  AutoProtect USA

• Initial Complaint

  Date:03/04/2025

  Type:Order 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.

  Purchased insurance and was told it was a bumper to bumper coverage. Took my truck in and was told they found part that dealer was charging $1500 for $600 (part they found was used?) and I have to pay difference along with providing rotation details (this was a fuel pump issue, what do my tires have to do with that???)They didnt say where this part was found and I was never told about paying the difference in any communications with sales person. This is a scam or ponzie scheme! They dont do the claims but they take my monthly payments. Was told by claims they hear this ALL THE TIME. Reviews state they are fixing this, but obviously this ISNT HAPPENING. I want a full refund. What *** paid in would have covered my repair with NEW PARTS. This company needs to be investigated for fraudulent practices.

  Business Response

  Date: 03/10/2025

  Dear ******* *******,
  
  We have reviewed the call regarding your policy purchase,and at no point was "bumper-to-bumper" coverage mentioned by either party.
  
  Additionally, we want to ensure transparency regarding the claims process. **************** sells policies and provides information for **********; however, ********** is responsible for administering and processing claims. We acknowledge that this distinction may not have been as clear as it should have been, and we are actively working to improve communication regarding the roles of each party involved.
  
  Typically, a customer would need to call in and cancel the policy to initiate the refund process. You can reach us at ************ to do so. However, if you prefer, I can proceed with canceling the policy and starting the refund process for you. Please let me know how youd like to proceed.
  
  Best regards,
  **** ****
  ************
  AutoProtect USA

• Initial Complaint

  Date:02/06/2025

  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.

  On Monday January 27th, I called auto-protect about a problem that suddenly arose with my transmission and i spoke with a custermer service **** named *********, i explained to her what was going on and the repair that needed to be down; she said that wasn't a covered part of the transmission. I asked a few questions, which she didn't like because I repeated myself , she was very rude and hung up! Called back and got the same treatment!!! So I took my car to the ****** dealership to have the repair done $ *******. On 2/4/25 I spoke with **** from auto-protect, who said it would have been covered but i didn't follow their protocol; i than explained to him I did call before I had the repair down and was told it wouldn't be covered, so it was up to me to fix my car. Spoke with *** ****** of auto-protect who said it was covered and would try to help me file a claim, then said it wasn't covered! Sorry!! I feel very taken advantage of , misled and lied to my multiple people at auto-protect.

  Business Response

  Date: 02/11/2025

  Dear ******* ******,

  
  We appreciate you reaching out and understand your frustration regarding your claim experience. After reviewing your policy, we want to clarify that the parts needing replacement were not covered under your contract, which is why the claim was denied.

  
  Additionally, we want to ensure transparency regarding the claims process. **************** sells policies and provides information for ********; however, ******** is responsible for administering and processing claims. We acknowledge that this distinction may not have been as clear as it should have been, and we are actively working to improve communication regarding the roles of each party involved.

  
  If you wish to cancel your policy and request a refund, you must call ************ to initiate the cancellation process. Please let us know if you need any further clarification.

  
  Best regards,
  **** ****
  Director of Administrative Service
  Auto Protect USA

  
  

  Customer Answer

  Date: 02/11/2025

  I don't agree with Him ***, I was told by them that the part was covered he keeps wanting to change my words on the part that was needed and the woman from costumer service  being rude with me. If need to be i would like for them to provide all the recordings they have from me contacting them more that 7 or 8 times they say it's being recorded so bring it on, also car dealership tried calling them......

• Initial Complaint

  Date:02/03/2025

  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.

  I filed a claim on my car on 9/9/24 with Autoprotect USA, when I contacted them, they advised me to take it to a repair shop for a diagnostic, and the repair shop (Flow *****)told me I needed a motor, when I sent all of the paperwork in, they have since denied my claim.

  Customer Answer

  Date: 02/03/2025

  The adjuster came out and said I need a new motor.  I sent this to AutoProtect USA and they said they contacted ***** and said the motor would be covered and not the head gasket.  They told me I had to make up the difference in payment.  

  Business Response

  Date: 02/03/2025

  Dear ***** ******,
  
  We appreciate you reaching out and understand your frustration regarding your claim. After reviewing your policy details, we want to clarify that your contract is a Powertrain Enhanced Contract. Per the terms of this agreement, the component with your engine is not listed as a covered component, which is why the claim was denied by MotoAssure.
  
  We want to clarify that Auto Protect USA sells policies and provides information for **********; however, the actual claim process is managed by MotoAssure.
  
  We strive to be as transparent as possible regarding coverage, and we encourage reviewing the contract terms to ensure clarity on what is and isnt covered. If you have any further questions, were happy to assist.
  
  Best regards,
  **** ****

  Customer Answer

  Date: 02/04/2025

  This complaint is against *********** so I would like to close this complaint. 

• Initial Complaint

  Date:01/14/2025

  Type:Order 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.

  Purchased extended car warranty 12-13-2023. Verbal terms for the warranty ******* miles over current milage or 72 months.Paid ******* and again was told car would be covered up to ******* miles.A contract would be sent out to review and should receive in a week. There is a waiting period 30 days and ***** miles and I could cancel and just pay the the original down payment. The car started having issues Nov 2024. I had not received the booklet and I ultimately had to call my credit card company for contact information for ****************. When I finally got in contact from Auto Protect. I had to take my car to the ****** dealership, 65 miles away, 4 different times. The ****** agent called 6 different times before he was able to talk with an agent. There were extra long hold times . The car was finally fixed 1-3-2025. I was told I would be responsible for ****** out of pocket then the rest be covered by Auto Protect. I was responsible ****** and they paid ******. This was a misrepresentation form the start. I did not receive any written information to cancel the policy. I would not have kept this if I had the paperwork in a timely manner. I paid for 7 yrs/1000,000 miles and that is not the service I received. I would have canceled the policy within 30 days after seeing the paper work. I believe there was a delay in sending out information so I would not be able to cancel the policy.

  Business Response

  Date: 01/21/2025

  Dear ****** *****,
  
  We sincerely apologize for the inconvenience and frustration you experienced regarding your vehicle service contract. Your concerns are very important to us, and we appreciate you bringing them to our attention.
  
  After reviewing your case, we reached out to you directly to address the issues you encountered. From our recent conversation, it seems that we were able to resolve your concerns to your satisfaction.
  
  Please know that we are committed to improving our processes and communication to prevent similar situations in the future. If you have any further questions or need additional assistance, do not hesitate to reach out.
  
  
  Sincerely,
  **** ****
  Director of Operations
  Auto Protect USA
  

  Customer Answer

  Date: 01/23/2025

  Complaint: 22807341
  
  I have reviewed the business' response and am rejecting it because:
  
  They called me, this is true. However, I am not satisfied in the least. When they called they said they were sorry, the person who sold me the policy was new, but they could do nothing about it since it was paid in full. I told them good day when I got off the phone, but do not misinterpret my politeness for being ok with just being treated this way. They never gave me an explanation why I never got the contract within 2 weeks. All they had for me was "he is new". I would have canceled this sooner if I was informed what was in the contract, but I never got it. 

  They can refund my contract or or extend to 82k like I should have had to start with. That is what they can do. 

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

  Business Response

  Date: 02/03/2025

  ****** *****
  Were sorry for any frustration this has caused. We've tried reaching out multiple times to offer you a solution. However, we havent been able to connect. Please give us a call at ************ when you have a chancewed love to get this sorted out for you.

• Initial Complaint

  Date:12/09/2024

  Type:Order 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 want to cancel my contract which has not really started since I&#**;m still in a 30 day grace ******* I was going to pay for it out of my savings monthly, and I asked my bank to stop all withdrawals. I was trying to talk with them to get it canceled out but the supervisor who wanted to speak to me was quite aggressive and made it difficult to cancel. My first payment was about ****** and it was for about 4 years for the contract.

  Business Response

  Date: 12/10/2024

  Dear ******* *******,
  Im sorry to hear about the trouble you had while trying to cancel your policy, and I appreciate you bringing this to our attention.
  After looking into this, I can confirm that your policy was canceled during your phone call with us on December 9th.
  I also want to apologize for your interaction with the supervisor. Thats not the experience we want anyone to have, and Im sorry if their approach came across as aggressive or made things more difficult for you.Ill make sure your feedback is shared with the team so we can do better moving forward.
  If theres anything else youd like to discuss or if you have further questions, please dont hesitate to reach out. We appreciate the chance to make this right.
  Best regards,
  
  **** ****
  Director of Operations

  Customer Answer

  Date: 12/12/2024

  Complaint: 22660517
  
  I have reviewed the business' response and am rejecting it because:

  I want a refund of my money that I paid to you.

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

  Customer Answer

  Date: 12/12/2024

  Complaint: 22660517
  
  I have reviewed the business' response and am rejecting it because:

  I want a refund of my money that I paid to you.

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

  Business Response

  Date: 12/16/2024

  Dear ******* *******,
  
  Weve reviewed your case and are happy to let you know that your refund check is now on its way. Check #****, for $197.15, has been mailed to you. Were truly sorry for the delay in processing your refund and for the lack of communication from our customer service team. This isnt the level of service we strive to provide, and were actively working to address the concerns youve raised.
  Thank you so much for your patience and understanding throughout this process. If you have any additional questions or need further assistance, please dont hesitate to reach out.
  We appreciate the opportunity to make this right for you.
  
  **** ****
  Director of Operations
  AutoProtect USA

• Initial Complaint

  Date:11/15/2024

  Type:Order 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.

  Auto Protect took money from my account every month with the promise to fix my vehicle. Denied my claim because I didn't have paper receipts to show that my autozone and ******** purchases were actually oil. I was never told I need to keep receipts. Just a milage log. I was never told I need to have two years worth of receipts or to keep them going forward. They have been notified that my vehicle was broken in late July or ****** add have been taken the policy payments for months knowing they were never going to honor the warranty. I am a disabled veteran. Living on a fixed income. I literally only have five payments left. And they also said going forward they won't be able to fix this. I told them I'd get a affidavit from my mechanic and they denied that. I literally had a mental break down and cursed a *** out who was gaslighting me into thinking he was helping all while calling me a liar. I never received a policy booklet from this company until my car broke because I had to call them because I didn't have a any information on my policy or any cards. I never signed a contract with them and the fine print terms were never explained to me. No adjusters have come out from the auto protect company to look at me car. Because all I asked for was a refund to at least have a down payment for my next car

  Customer Answer

  Date: 11/20/2024

  Someone called me from the company. They offered my a discount on my policy. I explained to them that wouldn't help because I will never be able to be covered according to their representative. And that I can't get a refund for non service and I can't service at all. I've already spent over 2k and since August they knew what I had wasn't good enough according to them but still have been taking payments. I told he guy that I never got under my car myself. That an automotive tech preformed the service. They asked me to get some stuff from him. And that in order to receive the discount I'd have to removed the BBB report. Today someone called to check on things and that was it. The mechanic called to see what was needed and they tried to cancel the policy. Please if I can help someone, do not go with this company. I'm a veteran living on a pension and they will rob you.

  Business Response

  Date: 11/22/2024

  We want to sincerely apologize for the frustration and stress this situation has caused you, especially as a disabled veteran living on a fixed income. We fully understand how important this VSC was to you, and we regret that your experience did not meet your expectations.
  
  After reviewing your case, including the phone call between you and our representative, we want to clarify a few points. As part of our standard process, we always encourage all customers to carefully review their policy terms and conditions to ensure that it meets their needs. We understand that sometimes these documents can be overwhelming, and we strive to make them as clear as possible. In your case, we did send an email contract on the day your policy was set up, 10/17/2023, along with two paper copies of the contract for your records. Our goal is to ensure that you have all the information you need, but we understand that misunderstandings can still occur, and we apologize for any confusion.
  
  Regarding the receipt issue, we do ask for certain documentation, such as receipts, to substantiate claims for repairs or parts. We also note that mileage logs are required as part of the process to ensure that vehicles are maintained according to the terms of the contract.
  
  As for the affidavit from your mechanic, we completely understand your frustration and recognize that you were seeking a solution. Unfortunately, our policy guidelines require specific documentation, and we regret that we were unable to make an exception in your case. Please know that we are committed to following our processes to ensure fairness to all customers, but we also empathize with your situation.
  
  We understand how important this matter is, and we truly wish we could have done more to resolve it in a way that works for you. Please know that we are constantly working to improve our customer service and communication, and your feedback will help us do better.
  If there is anything further we can do to assist you or if you would like to discuss your case in more detail, please dont hesitate to reach out to our customer service team. We are here to help.
  Thank you for your understanding, and again we appreciate the opportunity to address this matter.
  Sincerely,
  **** ****
  Auto Protect ***

• Initial Complaint

  Date:11/08/2024

  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 tell you what customer service at auto protect told me . To cancel my service with them I had to write a letter to request a refund I did just that back in June. I have purchased another vichele in June was the reason I canceled it. Still yet I have no refund customer service tells me be mailed within 2 weeks that has turned into months call back months later nothing they say they email the administrator over and over they email still nothing .

  Business Response

  Date: 11/14/2024

  Dear ****** *****

  
  Thank you for reaching out to us, and we deeply apologize for the frustration and delay you've experienced with your refund request. We understand how disappointing it must be to wait for such an extended period.

  
  We have reviewed your case and want to assure you that your refund check is now on its way. The check, number 4996, in the amount of $1,900, has been mailed to you. We sincerely apologize for the delay in processing your refund and the lack of communication you received from our customer service team. This is certainly not the level of service we aim to provide, and we are taking steps to address the issues you have raised.

  
  We truly appreciate your patience throughout this process,and we are grateful for the opportunity to resolve the matter. If you have any further questions or need assistance, please dont hesitate to contact us.
  Thank you for your understanding.

  Sincerely,
  **** ****
  Director of Operations
  AutoProtect USA