Complaints

This profile includes complaints for US Automotive Protection Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

US Automotive Protection Services has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  US Automotive Protection Services

  100 Mall Pkwy Ste 121 Wentzville, MO 63385-4872

• 

  US Automotive Protection Services

  PO Box 308 Wentzville, MO 63385-0308

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:02/25/2025

  Type:Billing 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.

  Date of the transaction 2/14/2025, $100 was the original amount and then we received information that $189 was going to be charged by this company's ****** PayLink with recurring payments coming up made to the same card to a total of $3502. They were selling a mechanical breakdown insurance agreement/policy for a car. The dispute is, the car they processed it for was a vehicle I have NOT owned for over 2 years and I do not want this policy, I was tricked by the sales person (****** *******) to get this policy as I needed it right away or I could have to pay thousands of dollars for repairs to my vehicle. The vehicle that the policy was written for was traded in on the vehicle my wife and I are driving now. I called the company and had to go through 2 different people to try to get this resolved. I also asked that I be taken off of their mailing list. I asked the last representative (******) that I spoke to to send me an email (my email address ************* was provided to her) of them reversing the charge and crediting my credit card. No email was ever sent and I still don't know if the charge has been reversed and additional payments will continue to be charged to my ***** I have contacted my bank with the card ****** I used to dispute the charge as a result of this. This all stemmed from a postcard sent to my new residence in my retirement community home. They are taking advantage of senior citizens by pushing the fear of large payments having to be made if they don't purchase their plan.

  Business Response

  Date: 03/04/2025

  Dear BBB Dispute Resolution Team,
  We appreciate the opportunity to address the concerns raised by *** and Mrs. ***** regarding their policy.
  Upon receiving their request on February 28, 2025, we promptly canceled the coverage and issued a full refund to the original payment method. There will be no future charges associated with this policy, and their information has been removed from our mailing list to prevent any further correspondence.
  We regret any confusion or frustration experienced during the sales process and appreciate their patience while we resolved the matter. If *** and Mrs. ***** have any further concerns or require additional confirmation of the refund, they may contact our customer service team at ************** for assistance.

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** & ****** *****

• Initial Complaint

  Date:02/24/2025

  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.

  I have been scamed out of my money on a warranty for my car. I have proof all of the money they took from me promising me car fixes, and for a year now, I have paid $ 1,********* date for a 2010 ****** Sentra white 4 door. An US Automotive Protection Services & this company is not wanting to fix my car. The clutch and other things. That doesn't just wear out. 4 years and this company will not cover my car. Clutch. I had to stay 14 days in a motel. Rent a car for over a week. This company isnt covering nothing. Had I known this I would of cancel Last March 1, 2024.but didnt even get any details about this company until now. I even have argued about 3 different times. I have paid for rental cars, motel rooms ect. And not 1 covered part in 1 year.

  Business Response

  Date: 02/25/2025

  Dear Ms. **************** you for reaching out regarding your concerns. We take these matters seriously and want to assist you in resolving this issue.
  After reviewing our records, we do not have any record of a claim being filed under your contract. In order to review your situation and determine how we can assist you, we ask that you reach out to our **************** team at ************** as soon as possible.
  We understand your frustration and want to ensure you receive the appropriate support. Please contact us at your earliest convenience so we can further investigate and address your concerns.

• Initial Complaint

  Date:02/24/2025

  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.

  They sent a billing through ******* which had my credit card number. Called ******* and they said they wouldn't pay them but I needed to get hold of them. Impossible by phone. Tried and Tried their music could be a torture device for the Special Ops after holding forever and calling more than once. Decided to see what the BBB has on them. I never complain but they are taking advantage of the elderly by connecting this to your credit card for more than once. Older people do not realize that they are being taken advantage of. Their billing doesn't even have the facts on their letter that say when due or they are withdrawing from your credit card. Has no reference to how many times they are taking it out and also how they get your credit card number and vehicle information to begin with.

  Business Response

  Date: 02/25/2025

  Dear Ms. ****************** you for reaching out regarding your concerns. We take these matters seriously and want to provide clarity on your account.
  At the time of purchase, credit card information is provided by the customer, and authorization is given during that call when all details, including payment terms, are reviewed. Following this, the full policy terms, including payment schedules, were sent to you, and ******* also sent out related documents.
  That being said, we understand your concerns and have processed the cancellation of your coverage. Additionally, we will be refunding your deposit. You will receive confirmation of this cancellation, and no further payments will be processed.
  If you have any additional questions or require further assistance, please feel free to reach out.

• Initial Complaint

  Date:02/20/2025

  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.

  My husband erroneously signed up for a vehicle protection plan on 4/24/24 on our ******* Tuscon. When we purchased the car, we paid upfront for a service plan with the dealership where the car was purchased. When my elderly husband saw this notice in the mail from your company, he thought it was somehow connected to the plan purchased at the dealership, called and "signed up" with your company, effectively placing two service plans on the vehicle. My daughter discovered this and spoke with ****** on 2/17/25, got the details and was told at that time the contract could be canceled and no further billing would take place. We are being billed $159.72 per month for 18 months. She discussed it with me. and we elected to cancel. She has called multiple times and once she mentions canceling she is placed on perpetual hold. I sent an email 2/18/25 asking the contract be canceled and a response to be received by the end of business on 2/19/25, which did not happen. We have already paid ten months and understand that cannot be recouped, but wish to make no further payments moving forward, and the contract to be canceled. Easy fix, so please resolve asap.

  Business Response

  Date: 02/25/2025

  Dear Ms. ******************* you for reaching out regarding your request to cancel your vehicle service contract. We have processed the cancellation as of today, and no further payments will be charged.
  Per the terms of your agreement, you are entitled to a prorated refund for the remaining coverage period. To complete this process, please send a notarized letter of cancellation that includes the following:
  Your full name
  Contract number (MRT229769)
  Reason for cancellation
  Current odometer reading
  Signature and date
  Once we receive the notarized letter, we will process your refund accordingly.
  If you have any further questions or need assistance, please feel free to contact our customer service team.

• Initial Complaint

  Date:02/19/2025

  Type:Sales and Advertising 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 dont remember when or how I got contacted by this company, but they have been contacting saying I Needed their service despite me having USAA as they act as an ***************** regarding repair coverage costs, rental, towing, and roadside assistances. After some second thoughts, I did a bit of research and contacted with the *********************** in ********. Both said they are actually a ***************** Not an *****************. I was hoping for a cease and desist to be made before I make contact with my back to stop any charges to them. Initial charge was $100 for down payment I believe it was. Afterwards theyre wanting to charge $189 a month.

  Business Response

  Date: 02/25/2025

  Dear Mr. ***************** you for reaching out regarding your concerns. We want to provide clarity on this matter.
  Our records indicate that you contacted us, at which time we explained the details of our coverage, and you chose to purchase a service contract. We have not initiated any further contact beyond your initial inquiry, but our customer service team has always been available for any questions or concerns.
  To address your request, we have canceled your coverage and refunded the initial $100 down payment. You are still within your 30-day review period, so no further charges will be processed.
  For clarification, our company provides vehicle service contracts, which differ from insurance policies. While insurance covers accidents and liabilities, service contracts help with the cost of covered repairs due to mechanical breakdowns. If you need further assistance or have any questions, please dont hesitate to contact us.

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Suggestion but for better practice in the future please have your Agents explain that you are a ***************** Not an ****************** The only reason I mentioned that to the BBB was because one of your customer **** said you were which prompted my confusion/curiosity the next day. The Department of Insurance in ** has flagged meaning put a caution on your company about this and just by doing a little googling it was easy to find others with similar complaints.
  

  Lastly, I do not know how you got my info but I would suggest purging it from your system after this. I know companies like to sell/give away client info to other companies. Considering Ive never been to ********? Its not hard to figure out you received my info through similar methods. If Im wrong on that? I apologize then
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:02/18/2025

  Type:Sales and Advertising 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.

  Unsolicited contact from the company, I would ask that my information not only be removed from the mailing list but purged/deleted from their database in its entirety. It would be a good faith gesture to ask affiliates if any to do the same in regards to my information.Sincerely,******** *****

  Business Response

  Date: 02/25/2025

  Dear Mr. *************** you for reaching out. We respect your privacy and have processed your request accordingly. Your information has been removed from our mailing list, and you will not receive any further communications from us.
  Please note that while we can ensure removal from our database, we do not control the databases of any third-party affiliates who may have independently obtained your information. If you continue to receive communications from other sources, we recommend reaching out to them directly to request removal.
  If there is anything else we can assist you with, please feel free to contact us.

  Customer Answer

  Date: 02/27/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:02/16/2025

  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.

  US automotive protection services LLC sent me a letter in the email detailing a fraudulent contract for vehicle coverage that I never signed or agreed to. They somehow have my credit information that I never provided to them which I had to call my bank to cancel. There is a payment scheduled for march 3 which is fraud. It states that if I try to cancel within 30 days they will cancel the contract. I did so but but I have received no response from them.

  Business Response

  Date: 02/25/2025

  Dear Mr. *************** you for bringing your concerns to our attention. We want to provide clarity regarding this matter.
  Our records indicate that we received an inbound call from you on January 31 in which coverage was purchased. At no point did we initiate contact or obtain your payment information without authorization. Following the chargeback on your initial $100 down payment, the coverage was automatically canceled. There are no further charges scheduled, including the March 3 payment referenced in your complaint.
  If you have any additional questions or require further clarification, please dont hesitate to reach out to our customer support team at ************** or reply to this email.

• Initial Complaint

  Date:02/14/2025

  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.

  This company continues to illegally solicit business through the u s postal service using information, I believe is obtained illegally. Name address vehicle type and vin #! I've never heard of nor have I ever inquired or contacted this company. They randomly solicit people telling them that they have to sign up. Otherwise, all of your warranties will be voided. Threatening post cards and letters with fake "urgent must reply immediately" All with some fake pending deadline. COMPLETE SCAM THEY SHOULD BE PUT OUT OF BUSINESS THIS IS ILLEGAL!!!

  Business Response

  Date: 02/19/2025

  Dear BBB Dispute Resolution Team,
  We appreciate the opportunity to address Mr. **** OConnells concerns regarding our marketing practices.
  Our company utilizes publicly available vehicle registration and ownership data to send mailers to potential customers. We do not obtain personal information illegally, nor do we falsely claim that warranties will be voided. Our marketing materials clearly state that they are solicitations for extended vehicle service contracts and are not associated with any manufacturer or dealership.
  We regret that Mr. ******** found our mailings concerning, and we respect his request to no longer receive them. We have removed his information from our mailing list, and he will not receive further correspondence from us.
  If Mr. ******** continues to receive similar mail from other companies, we encourage him to review the sender details, as multiple companies operate in this industry. If he has any additional concerns, he may contact our customer service team at ************** for further clarification.

• Initial Complaint

  Date:02/14/2025

  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 have received daily phone calls from this company telling me that I own a 2016 *** X6 and that I must activate my cars warranty or face penalties and fines. I have never owned this vehicle or even owned a vehicle made by ***. I have received 12 letters, post cards, "fake certified mail" notices regarding the same vehicle. Despite me sending a formal notice to remove my name from their mailing list, reporting the calls to the ***, as I am in the DO NOT CALL list, they continue to send me mail via ****, call my home and cell phone daily about this scam! They have now begun calling my daughter and grandchildren(minors) because we have the same address.

  Business Response

  Date: 02/19/2025

  Dear BBB Dispute Resolution Team,
  We appreciate the opportunity to address *************** concerns regarding unwanted mail and phone calls.
  After reviewing our records, we can confirm that our company has only sent Mr. ***** one mail notice, and we do not engage in outbound phone solicitation. Any calls he has received are not from our company but from a different entity. Unfortunately, third-party marketers may use similar mailers, which can lead to confusion.
  To ensure Mr. ***** does not receive any further mail from us, we have removed his information from our mailing list. Any additional mail he receives may be from another organization, and we recommend checking the sender details for clarification.
  We take consumer privacy seriously and regret any inconvenience this has caused. If Mr. ***** has any further concerns, he may contact our customer service team at ************** for confirmation of his removal.

• Initial Complaint

  Date:02/11/2025

  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.

  This company uses strong-arm tactics, condescending remarks, pressure tactics when talking with you. The man I spoke to refused to email me what he was trying to sell me or the prices he charged. He said my reluctance or being ****** nilly" showed my lack of concern over the safety of my loved ones and it was a waste of his time. He would send the info if I paid $100, which I've learned would have locked me into a contract. Apparently, you only get to see what you are agreeing to AFTER you pay for it which means you have to take their word for it when you buy. Of course "their word" is not admissible in court

  Business Response

  Date: 02/19/2025

  Dear BBB Dispute Resolution Team,
  We appreciate the opportunity to address Mr. ******* ******* concerns regarding his interaction with our company.
  We take customer service and ethical business practices seriously. We do not condone any form of pressure tactics, misrepresentation, or inappropriate sales conduct. Our sales representatives are trained to provide clear and transparent information about our products and services.
  After reviewing our records, we do not show any completed transaction or active contract associated with Mr. ******** Our standard procedure includes fully disclosing all policy details, including terms, coverage, and pricing, before finalizing any agreement. Customers are always given an opportunity to review and ask questions before making a decision.
  We sincerely regret if Mr. ******* felt pressured during his interaction with our representative. We value honest and professional communication, and we will use this feedback to reinforce our training on appropriate customer interactions.
  If Mr. ******* has any further concerns or would like to discuss this matter further, we encourage him to contact our customer service team directly. 

  Customer Answer

  Date: 02/20/2025

  Complaint: 22929524
  
  I have reviewed the business' response and am rejecting it because:

  Initially I received a notice that a warranty program for my vehicle was about to expire. I had no agreement with them so i called to inquire.

  There was not a purchase made. I asked if could see what I would be getting for the money asked for to review it and was told I wasting his time by being a ****** ****** or something to that effect. That if I wanted to see it I needed to put down a deposit.

  All in all it was a pressure initiated mailing that I need to act before my agreement with expired. There was no such agreement. The salesman was rude and wouldnt answer my questions. He implied I didn't care about my girlfriends safety by not purchasing.

  There us no reason for me to call themvsince I didn't purchase from them. My complaint was merely to notify the consumer of the tactics used by the company.
  
  
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/25/2025

  Dear BBB Dispute Resolution Team,
  We appreciate the opportunity to respond to Mr. ******** concerns once again.
  After reviewing his latest response, we want to reiterate that no transaction was completed, and no charges were made. Our company follows strict guidelines regarding customer interactions, and we do not condone high-pressure sales tactics, misrepresentation, or inappropriate language. Our representatives are trained to provide clear and transparent information about our coverage options.
  Mr. ******* states that he received a notice regarding an expiring warranty and called to inquire. We send mailers to vehicle owners informing them of available coverage options, but these are not tied to any pre-existing agreements. We regret if he felt the wording was misleading in any way.
  Regarding his interaction with our representative, we take these concerns seriously and will use this feedback to reinforce our customer service training. However, since no purchase was made and no financial transaction occurred, there is no resolution we can provide beyond acknowledging his experience.
  We appreciate his feedback and will continue to review our processes to ensure we are providing a positive and professional customer experience.