Complaints

This profile includes complaints for Secure Car Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Secure Car Care

  2360 Corporate Cir STE 400 Henderson, NV 89074-7739

• 

  Secure Car Care

  3773 Howard Hughes Pkwy STE 500S Las Vegas, NV 89169-6014

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:02/24/2025

  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.

  Canceled within 30 day ***** period still no refund. Very pushy on why canceling. Very un professional never told about 1000 mile drive added before be effective only 30 days. Told up front we put less then 50 miles a month.I want my money backA

  Business Response

  Date: 03/06/2025

  This contract was cancelled on 2/17/25, and a refund was processed on that date. Sometimes it can take 1-2 weeks for a refund to show in an account. If it still hasn't arrived please contact us by phone at ************. Thank you!

• Initial Complaint

  Date:09/04/2024

  Type:Customer Service 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.

  7/31/2024 CAN NOT GET IN CONTACT WITH ANYONE

  Business Response

  Date: 09/05/2024

  I've reached out and spoken to *******. We couldn't figure out why his phone was unable to reach us. Our main number ************ is working. 

• Initial Complaint

  Date:06/24/2024

  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.

  The issue was about buying extended warranty protection and I was told that I can cancel within a grace ****** of I think 30 days. I cancelled the next day and it took them close to 2 weeks to credit my account and I was told that the policy was cancelled in March of this year 2024. Then March 28th my account is charged again after being told that the policy is closed. I've spoken with several people and my account still haven't been credited, they're giving me the run around. I call and they say it's been credited, but it's not there and I've talked with my bank and there's no trace of the money being credited.

  Business Response

  Date: 06/25/2024

  ****************** made 2 payments of $161. Both payments were refunded to his card ending #**** by May 2, 2024. I've attached receipts of the refunds for the BBB to review. The last time ****************** called us was on May 2, 2024. He can reach us anytime at ************. We are also happy to speak with his bank if they are having trouble locating the refunds. Thanks.

• Initial Complaint

  Date:08/07/2023

  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 complaint is that I took my vehicle in to get a repair. Turns out the motor blew up. They refused the claim and then turned around and canceled my policy. Two days later. They have not called me and told me they refused the claim or that they canceled my policy which was canceled two days after I made the payment. I have called them many many times they will not answer. I am on hold for 4 to 5 hours. Every time I called customer service they say they cant do nothing but send a message to claims. I am still waiting on three weeks of them to call me back still no answer.

  Business Response

  Date: 08/07/2023

  I spoke with ***** today, we refunded her payment with us and advised she dispute all the payments she made to ****** Administration. We are no longer working with ****** Administration, so these problems will not be happening moving forward. 

• Initial Complaint

  Date:07/12/2023

  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.

  Had an P0301 error come up and took it in to the dealership.....gave them my ACCT# with ********************** Care Care....this was last wed the 5th of Julyl....my rep at the dealership has been on hold every day for over 3 hrs and on Tuesday of this week I was on hold for over 3hrs....they don't pick up. After over 3 hrs.I called the customer service number and I was told the server went down and now it is up and we have to wait for them to contact us. I have been out of a car for 8 days and no **************. This is not rilght.

  Business Response

  Date: 07/12/2023

  We agree 100%. It's an absolute shame what has been happening to customers at ****** Administration. After 11 years of being a trusted partner, they've stopped servicing claims appropriately. We would ask you to join us in filing complaints with the BBB and with your state attorney general against them. (link to BBB here: **************************************************************************************************************************************************** ) We're here to help in any way we can, and can be reached at ************. 

• Initial Complaint

  Date:07/06/2023

  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.

  Company doesnt respond back to process a claim to get your vehicle claim completed. Every time customer service is called they can only forward a message to the claims manager. Claims department doesnt respond back to the dealership or customer. When you call claims department the line just rings and rings until it hangs up on you.

  Business Response

  Date: 07/06/2023

  This is true, you currently have a warranty with ****** Administration. 

  ****************************************************************************************************************************************************

  They are not communicating with us. Their customer service number is ************. If they refuse to refund you, I'd recommend filing claims with the BBB and the state attorney general. You can also contact your bank and dispute any payments you've made to them (Paylink). 

  If you have any questions for us, you can reach us at ************. 

• Initial Complaint

  Date:06/23/2023

  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.

  A vehicle service contract was purchase around 4/27/23 from Secure Car Care. I have attempted to submit a claim without success. The administrator is not accepting calls to file a claim while my vehicle is awaiting service. Secure Car Care is selling contracts with no intentions on servicing them. Their agent ****** Administration is refusing to service contracts from Secure Car Care.SCCL100583 VIN:*****************

  Business Response

  Date: 06/23/2023

  This is true. ****** Administration is (was) one of the administrators we worked with, and after a successful 10 year relationship they've stopped taking our calls. You can reach us at ************ and we can work on a refund or placing you with a different administrator. We sincerely apologize and will do whatever we can to help customers in this situation.

• Initial Complaint

  Date:06/20/2023

  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 purchase an extended auto warranty from secure car care and have paid the premium on time. Now I have an issue with my vehicle and no one in claims will either answer my call or the shop after I was told.to take it there by customer service. After the shop has found the issue, I still can't reach the claims department after numerous hours on hold. I'm afraid that I have been scammed on this warranty.

  Business Response

  Date: 06/20/2023

  For the past 11 years we've been working with ****** Administration (****************************************************************************************************************************************************). In that time they have been an excellent partner, however a few weeks ago they've cut off all communication with us. Their direct number is ************. Bottom line is we don't know what's happening. You can call us at ************ and we can process a refund, or place you with a different administrator. We're very sorry, this appears to be happening to all of ******** customers. 

• Initial Complaint

  Date:05/17/2023

  Type:Customer Service 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 been paying a warranty plan for almost a year now with secure car care I file a claim on my 2017 Audi q7 around April 26,2023. I took my care to a dealership it was there for a week before they sent an inspector out to look at my car after that the dealership could not get in contact with this warranty company at all. I also called and was on the phone on hold for hours before I talk to claims department which they had attitude and told me the manager is still reviewing the paperwork. My car was at the dealership for almost three weeks before the dealership told me I had to come get it because the warranty is not responding I had to pay for the diagnostic $260 and now its been over 3 weeks and when I call them the phone just hangs up . I was paying $129 a month for a service that did not keep their word on the contract that was given to me. I left emails to the manager and no response and I also left voicemails before his mailbox was full . I either want a refund for my entire service or pay for my truck to get fixed

  Business Response

  Date: 05/25/2023

  We've contacted ****** Administration, they've told us the claim was approved. You can reach them at ************ for more details. Thanks

  Customer Answer

  Date: 06/01/2023

   
  Complaint: ********
  
  I been calling the business for almost two weeks now I have not talked to anyone about the approval in the claim department and how am I going to pay for these repairs I been on hold every day for passed two hours. Its been passed a month and now I had to pay out my pocket to get the work done on my truck this is ridiculous and I am very unhappy I do not get why this company is prolonging this process. Now I would like an refund of the repairs I had to pay out of pocket 
  Sincerely,
  
  *********************

  Business Response

  Date: 06/13/2023

  You can contact ****** Administration at ************, or reach them on the BBB here: ****************************************************************************************************************************************************

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20071783
  
  I am rejecting this response because: hello the dealership called me an told me my warranty approved the work but they only was approving $700 dollars worth nand repair was over $2000 which in my contract I had with them it states that they will pay for the water pump and also the fuel injection which they have the part prices since I already paid out of my pocket for the repairs , they can mail me the check In my name 
  So if they can send it to me I would appreciate it 
  Sincerely,
  
  *********************

  Business Response

  Date: 06/22/2023

  Unfortunately we don't have any access to claims information at ****** Administration. You can reach them at ************. If you'd like to speak with us you can call us at ************. 

• Initial Complaint

  Date:05/11/2023

  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.

  Call to cancel the policy after vehicle was sold, I.was told I needed to send in a letter of cancellation, consisting of my name, the mileage reason for the cancellation photo of the ************* number, or a copy of a repair or service order with the accurate date and time. Had to be notarized took care of all that sent it in then I was informed that the cancellation would not take place until they receive the letter of cancellation. I was told to call back which I did several days later, I was told to call back again several days later, which I did, When I finally reached someone, I was told that the refund would take 8 to 12 week. This seems a pretty excessive amount of time. Plus my cancellation didnt take affect until they received a letter which was 10 days from start . The monthly payment was $132.97 divided by 31 days gives you $4.28 per day so it this point Ive already lost another $42.80. so it sounds like to me that theyre just trying to get out of giving me any refund. so I wonder have you had this problem with this company before. The policy was sold by Paylink direct. They sold it to a company by the name of secure car care. They are the people who are supposed to give me my refund. I do believe at this point I probably will not receive anything back from them. So my question to you is does 8 to 12 week seem excessive for a refund with all the correct paperwork..

  Business Response

  Date: 05/15/2023

  The plan was cancelled on 5/9, and we refunded the down payment on 5/11. We've attached a receipt of the transaction. Feel free to contact us at ************ at any time with future questions.