ComplaintsforC.A.R.S Protection Plus Inc
Auto Warranty Processing
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Complaint Details
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Initial Complaint
07/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Transaction date : August 22nd 2023 ***** **** 2007 Jeep Wrangler Purchase price: 11,753.80 CARS Protection Pus Value plus plan price: 1,225.00 Warranty Purchased from CARS Protection Plan: Value limit plus coverage plus air conditioning, enhanced electrical, 24 hour towing service warranty Nature of dispute- Purchased a 2007 Jeep Wrangler from ***** ***** *** * **** *** ***** ******* ** ***** . Dealer suggested I'd buy CARS protection plus warranty. Purchased CARS protection plus value plus warranty along with vehicle on August 22nd 2023. After receiving an oil change from oil shop which used factory OEM oil and filter, the vehicle spun an engine bearing causing complete engine failure. Engine was inspected July 2024 and verified as rod bearing failure by ****** **** ***** *** **** *** ****** *** *** The repair claim was denied by CARS protection plus for modifications made to vehicle citing that tires were an after purchase modification. Tires and wheels were not modified and were the tires that I purchased on the vehicle from ***** ****. ***** **** disclosed nothing of the warranty coverage and how the tires disqualify my warranty coverage. ***** **** has offered to refund the warranty but not cover the 6600 quote I have received for a refurbished engine replacement from ****** ***** ***** **** has offered their own mechanic who has quoted a used engine replacement for 4400, while covering 1250 dollars of that expense.Business response
07/19/2024
July 19, 2024
RE: 2007 JEEP WRANGLER X
CONTRACT NO.: *********
OUR FILE NO.: ******
BBB COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of the customer’s BBB complaint and responds as follows:
On August 22, 2023, the selling car dealership electronically entered and paid for the attached Value Protect Value Plus Level Vehicle Service Contract (“VSC”) on behalf of the customer’s 2007 Jeep Wrangler X (“Vehicle”) for a term of 12 Months. The customer agreed to the Terms and Conditions of the VSC.
CARS has highlighted the relevant Provisions.
Provision 3. (d.): 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): d. We do not provide any coverage for Vehicles modified or altered AT ANY TIME beyond original manufacturer’s specifications with or without Your knowledge, including but not limited to the following modifications: WHEELS/TIRES (not to manufacturer’s specifications); lift kits; lowering kits; emission/exhaust; and engine. If You have ONYX PLUS Coverage, additional exceptions apply.
Provision 4. (g.): 4. PROVISIONS OF THE SERVICE CONTRACT: g. If, at any time, it is determined Your Vehicle is altered or modified from original manufacturer’s specifications (unless You have ONYX PLUS Coverage), We would consider this a material misrepresentation and will cancel Your Service Contract per the CANCELLATION PROVISIONS.
Provision 7. (d.): 7. CANCELLATION PROVISIONS: - ALL REQUESTED CANCELLATIONS/REFUNDS MUST BE IN WRITING AND WILL BE PROCESSED THROUGH YOUR LIENHOLDER, IF ANY, OR YOUR SELLING DEALER. IF FINANCED, YOU AGREE YOUR LIENHOLDER IS A JOINT PAYEE TO RECEIVE ANY APPLICABLE REFUND. ANY CANCELLED CONTRACT IS VOID AND WILL NOT BE REINSTATED. d. We will cancel Your Service Contract for fraud, material misrepresentation (including alterations/modifications), a substantial breach (including a malfunctioning odometer), or nonpayment, either by You or on Your behalf. Prior notice of cancellation is not required for these violations. If cancelled by Us for any other reason, then We shall mail a written notice to Your last known address at least five days prior to cancellation. The notice shall state the reason and effective date of the cancellation. If cancelled within the first 30 days from the Effective Date, You will receive a full refund provided no claims have been made or approved for payment. After 30 days from the Effective Date, You will receive a pro rata refund of the Service Contract price for the unexpired term of the Service Contract based on the number of elapsed months or miles, less any claims paid or authorized for payment.
On July 02, 2024, a repair facility opened a mechanical claim on behalf of the customer’s Vehicle. During the adjudication of the mechanical claim CARS was made aware that the Vehicle had been modified beyond manufacturer’s specifications; specifically, the Vehicle had oversized wheels and tires.
The customer’s statement that CARS cited the modifications were made after purchase is incorrect. On July 12, 2024, CARS’ claims adjuster contacted the customer to obtain information on when the modifications were made to the Vehicle and the customer informed CARS’ claims adjuster that the larger wheels and tires were on the Vehicle at the time of purchase.
Per the above Provisions, upon determination that the customer’s Vehicle was modified beyond manufacturer’s specifications, the customer’s VSC was cancelled, and the customer was eligible for a pro-rata refund of the purchase price of the VSC. However, in a show of good faith, because the customer informed CARS that the Vehicle was modified at the time of purchase and therefore never qualified for coverage, CARS provided a full refund for the purchase price of the VSC.
On July 17, 2024, CARS mailed a check representing CARS’ portion of the refund due for the cancellation of the VSC to the selling car dealership. The selling car dealership will provide either the customer or the customer’s lender with the full refund amount due.
Please have the customer allow two (2) weeks for the selling car dealership to receive CARS’ check and process the refund.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentCustomer response
07/24/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. This is satisfactory under the agreement that I will be refunded directly from Cars Protection Plus and not through ***** **** INC. Please be notified that my current mailing address for this refund will be ***** ******* ** ****** *** ** ******
Regards,
***** *******Initial Complaint
07/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I’ve paid most of the $3000 service contract. The company is very unclear on how to file claims. They won’t return phone calls and I was unable to get a claim started for a covered repair to my vehicleBusiness response
07/18/2024
July 18, 2024
RE: 2011 SUBARU IMPREZA 2.5I PREMIUM
CONTRACT NO.* *********
OUR FILE NO.: ******
BBB COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of the customer’s BBB complaint and responds as follows:
The claim procedures have been highlighted at Provision 5. in the Terms and Conditions of the customer’s attached Vehicle Service Contract (“VSC”).
Customer’s and their repair facilities can also visit CARS' website at www.carsprotectionplus.com for information on how to start a mechanical claim and repair facilities can access a link under the claims tab that can be clicked to initiate a mechanical claim online.
To date the customer has contacted CARS regarding three (3) issues with their 2011 Subaru Impreza 2.5i Premium (“Vehicle”):
A failed manual transmission clutch caused by a bad throw out bearing: Neither the throw out bearing nor the manual transmission clutch are listed for coverage on the customer’s VSC. The customer can locate their complete list of covered components highlighted at Provisions 2. (a. and b.).
An oil pan due to a dent caused by a collision; specifically, the customer hit a curb: The customer’s VSC is designed to assist with MECHANICAL FAILURES to listed covered components and does not assist with damage caused by collision. Please see highlighted Provision 3. (l.): 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): l. Damage from flood, fire, impact, and/or accident, regardless of the cause.
A failing wheel bearing: On a July 17, 2024 phone call, the customer informed CARS’ customer service representative that their repair facility believed a wheel bearing was going bad on the Vehicle. CARS’ customer service representative explained to the customer that the wheel bearing is listed for coverage and reviewed the claim procedures in the Terms and Conditions of the customer’s VSC. CARS’ customer service representative also explained that repairs made without prior authorization from CARS are not covered on the customer’s VSC. Please see highlighted Provision 3. (c.): 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): c. Any repair done without prior authorization from Us.
The customer’s chosen repair facility needs to follow the claim procedures to open a mechanical claim for the wheel bearing before the repairs are completed.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentCustomer response
07/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*********** ******Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased the vehicle on 6/20/2024 along with the extended warranty. On 6/22/2024 the sensor for the glove box failed and the glove box kept opening on its own repeatedly while driving the car. The sensor is covered as it is part of the electrical system. I contacted the dealership and took my car into check out the problem on 6/25/2024 and they told me I needed a new glovebox and sensor and it would be approximately $850.00 parts and labor. I told them I purchased the extended warranty, confirmation date of purchase 6/20/2024 and that the warranty company should cover the repair. They contacted the warranty company and at first the warranty company was questioning the dates as I had just purchased the car and they felt this was a pre-existing condition, which it was not. The car has been at the dealership since 6/25/2024 and they sent an adjuster to evaluate the problem on 7/3/2024 after two days of miscommunications. They are held my car hostage until this issue was decided upon, which I think was totally unfair. The repair is covered per the terms of the contract and they are dragging their feet and not following through. I want my car repaired under the terms of the contract. They told the service manager at Roth Cadillac that this was a pre-existing condition and there is no way to prove it was pre-existing. It did not occur when I test drove the car, it only happened after I owned the car for only two days. There is no way to prove it was a pre-existing condition within a reasonable doubt, therefore I want them to cover the cost of the repair or if I have to pay for it, to be reimbursed. I have been told it would cost $850.00 parts and labor to repair. I feel I am being discriminated against because the warranty was only two days old.Business response
07/11/2024
July 11, 2024
RE: 2013 CADILLAC XTS LUXURY COLLECTION
CONTRACT NO.: *********
OUR FILE NO.: ******
BBB COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of the customer’s BBB complaint and responds as follows:
CARS’ claims management has reviewed the customers’ request as well as the mechanical claim and determined that CARS will assist with the repairs.
On July 11, 2024, CARS’ claim adjuster contacted the customer’s repair facility, quoted the dollar amount that CARS can assist with, and provided authorization for the repairs.
Upon completion of the repairs, the customer’s repair facility needs to submit the completed final invoice to CARS using the email address provided by CARS’ claims adjuster and payment will be made in the authorized amount.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
laCustomer response
07/11/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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. The service manager from the repair facility contacted me and told me that my claim will be covered so thank you.
Regards,
**** ******Initial Complaint
06/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a transmission issue with my truck so I took it to a shop to have it looked at. The shop agreed the transmission was not working correctly so I called the warranty company and they had them run some tests and open the transmission up and there was metal in the pan. CARS Protection plus agreed the transmission needed to be replaced so they had one sent to the shop. Once the transmission finally arrived it also had metal in the pan and did not shift properly. The shop called the supplier as well as the warranty company at that time. Both of them had the shop run multiple test and send pictures of the new transmission with metal in the pan, the shop complied with their request. After 6 weeks of sitting in the shop I made the decision to pick up my vehicle so I didn’t have to pay for storage charges and keep paying for a rental car any longer. I told the warranty company to let me know when the new transmission was shipped and I would return my truck to the shop so I don’t have to pay for storage while we wait again. Finally today I called to check the ETA on the part and was told it will NOT ship until the vehicle is returned to the shop. Keep in mind that all this started in April and is now almost July.Business response
07/09/2024
July 09, 2024
RE: 2017 FORD F-250 SUPER DUTY KING RANCH
CONTRACT NO.: *********
OUR FILE NO.: ******
BBB COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of the customer’s BBB complaint and responds as follows:
The individual who made the BBB Complaint is not CARS’ customer; however, CARS does have documented authorization on file from CARS’ customer that allows CARS to review both mechanical claim and contract information with the individual who made the BBB Complaint.
On April 30, 2024, a repair facility opened a mechanical claim on behalf of the customer’s 2017 Ford F-250 Super Duty King Ranch (“Vehicle”) for transmission issues. CARS’ claims adjuster explained that CARS would need to know what caused the failure to the Vehicle’s transmission and requested the repair facility start by obtaining the customer’s authorization to remove the transmission pan and check for debris, then send pictures of the contents of the transmission pan to CARS.
On May 02, 2024, CARS received the requested pictures.
On May 03, 2024, after receiving and reviewing the pictures, CARS’ claims adjuster called the repair facility and explained that CARS would be sending a third-party inspector to verify the repair facility’s findings.
On May 07, 2024, CARS received the inspection report from the independent inspection company.
On May 09, 2024, after reviewing the inspection report, CARS’ claims adjuster called the repair facility and requested an estimate for the needed repairs.
On May 10, 2024, after receiving and reviewing the estimate, CARS’ claims adjuster called the repair facility and explained the customer’s options on how to receive the transmission needed for the repair. The customer had the option to have CARS ship CARS’ supplied transmission and assist with the labor or to take the claim allowance and use the repair facility’s supplied transmission.
On May 13, 2024, the repair facility notified CARS’ claims adjuster that the customer had chosen to have CARS ship CARS’ supplied transmission and assist with the labor. CARS’ claims adjuster ordered the transmission that day.
On May 21, 2024, both the customer and the repair facility contacted CARS to notify CARS of an issue with CARS’ supplied transmission and CARS subsequently contacted the parts supplier. CARS’ parts supplier then contacted the repair facility.
On May 30, 2024, CARS’ parts supplier informed CARS that despite their best efforts, they had not been able to obtain the cause of failure to the supplied transmission from the repair facility.
On June 07, 2024, CARS’ parts supplier notified CARS that the customer had removed the Vehicle from the repair facility and was not only driving the Vehicle but hauling and towing with the Vehicle. The repair facility had informed CARS’ parts supplier that they did not believe the transmission was having as much of a shifting issue as the customer was stating. Based on this information, CARS’ parts supplier believed the supplied transmission was fine and that a replacement unit was not needed.
On June 17, 2024, the customer contacted CARS asking for the status of the replacement transmission stating he had only removed the Vehicle from the repair facility to avoid paying storage fees. CARS’ claims adjuster then called the repair facility who stated they thought that CARS’ parts supplier had shipped a replacement transmission on June 06, 2024. After speaking to the repair facility, CARS’ claims adjuster sent the parts supplier an email explaining that the replacement transmission was still needed, and the customer had removed the Vehicle from the repair facility to avoid paying storage fees.
On June 18, 2024, CARS’ parts supplied notified CARS via email that they had contacted the repair facility and that the repair facility was to notify them once the Vehicle was returned to the shop.
When the customer returns the Vehicle to the repair facility, CARS’ parts supplier will send a third-party inspector to the repair facility to verify the failure to the supplied transmission.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
laCustomer response
07/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
***** *****Initial Complaint
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased the truck on may 9, 2024. I was given a 3 month full coverage mechanic warranty when I bought it. Not even owning for 2 days there was mechanical issues and the engine light came on. The mechanic shop told me the whole upper of engine needed to be replaced. Parts and labor add up to about $11,000. The warranty company then wanted the mechanic shop to do a $900 tear down of engine (again) out of my pocket. Everytime I try to reach out to understand what the hold up is I am placed in hold for 30+ minutes. I was also told by the mechanic shop that the warranty company only wanted to cover the cost of cylinder and not whole repair leaving me with $9,000+ costs to pay myself.Business response
06/20/2024
June 20, 2024
RE: 2013 RAM PICKUP 1500 SPORT
CONTRACT NO.: *********
OUR FILE NO.: ******
BBB COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of the customer’s BBB complaint and responds as follows:
On May 09, 2024, the selling car dealership electronically entered and paid for the attached Value Protect Value Plus Level Limited Vehicle Service Contract (“VSC”) on behalf of the customer’s 2013 Ram Pickup 1500 Sport (“Vehicle”) for a term of 3 Months.
On May 23, 2024, a repair facility opened a mechanical claim on behalf of the customer’s Vehicle stating the Vehicle had been brought in on May 14, 2024 because it was running rough and had an illuminated CEL, they had changed the spark plugs and coil pack for cylinder #1; however, the issue persisted. The repair facility now believed the Vehicle needed lifters and rockers because of tapping noises coming from the upper part of the engine. CARS’ claims adjuster explained that CARS needed to speak to the customer prior to proceeding with the claim and not to make any repairs without authorization from CARS.
The mechanical claim incurred a slight delay due to a mileage discrepancy: specifically, the mileage documented on the invoice provided to CARS by the customer’s repair facility for the pervious repair was less than the effective mileage of the customer’s VSC.
On June 07, 2024, CARS’ claims adjuster called the repair facility and requested that the Vehicle be torn down to the point that the cause of failure and extent of damage could be demonstrated to CARS. This is a requirement in the Terms and Conditions of the customer’s VSC. Please see highlighted Provision 5. (c.): 5. SERVICE CONTRACT CLAIM PROCEDURES: FAILURE BY YOU OR YOUR REPAIR FACILITY TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: c. For any authorized claim, Your repair facility must perform a proper diagnosis as determined by Us to determine the cause of failure and extent of damage, which may include tear down to the point of component failure upon Our request. YOU ARE RESPONSIBLE FOR THESE CHARGES and for any other non-covered repairs/tear-down/diagnostics, (unless You have the ULTIMATE VALUE Coverage, for which We will pay diagnostic time of up to one hour of labor for a covered repair).
On both June 13, 2024, and June 14, 2024, CARS’ claims adjuster explained the tear-down request to the customer.
Regarding the customer’s statement that they were told by the mechanic shop that the warranty company only wanted to cover the cost of the cylinder and not the whole repair, leaving the customer with $9,000+ costs to pay:
To date, CARS has not provided authorization for ANY repairs. On the May 23, 2024, call from the repair facility to CARS to open the mechanical claim, CARS’ claims adjuster asked which bank of lifters and rockers needed replaced and the repair facility replied, “all of them, every single one in the motor.” CARS’ claims adjuster asked how the repair facility determined that all the lifters and rockers were bad. The repair facility stated that they recommend replacing all of them if one (1) is bad. CARS’ claims adjuster explained that the customer’s VSC will only assist with failed components.
Upon completion of the tear-down, the customer’s repair facility needs to submit pictures of the failures and an estimate for repairs to CARS so the mechanical claim can progress.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentInitial Complaint
06/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
July 27, 2023 car’s protection plus gave Fowler ford an authorization Number to repair vehicle by replacing transmission. October 30, 2023 cars protection plus closed claim unpaid. I contacted cars protection plus customer service regarding the unpaid repair bill by email. They contacted me back stating that the contract they had on file only allowed 90 days from the time given an authorization number to repair vehicle and that fowler Ford sent the final bill November 28th 2023. The contract I have signed states that they would get 180 days after an authorization number is given. The invoice was sent 121 days after authorization number given cars protection plus refuse to pay repair bill. I had to pay 5,703.03 to pick up my vehicle from Fowler ford before the ford company filed title42 for unpaid repair bill. 703.03 went on a credit card, car protection plus caused me to now pay back a loan and interest on a credit card by not paying the covered repair. I have copies of emails and contract to prove my case in small claims court.Business response
06/20/2024
June 20, 2024
RE: 2020 FORD ESCAPE SE
CONTRACT NO.: *********
OUR FILE NO.: ******
BBB COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of the customer’s BBB complaint and responds as follows:
The customer originally contacted CARS regarding this complaint on January 29, 2024, and CARS provided a response. See attached:
01.29.2024 Chronister EM request from customer
02.02.2024 Chronister response to customer
The customer replied to CARS’ response on February 06, 2024, and CARS provided an additional reply. See attached:
02.06.2024 Chronister 2nd EM from customer
02.06.2024 Chronister 3rd EM from customer
02.13.2024 Chronister response to customer's additional request
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentsCustomer response
06/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I attached a copy of my contact which says once an authorization number is given for a claim the repair company will have 180days until closed. Car’s protection plus closed my claim in 90days. I have sent a copy of my contact by email more then once to car’s protection plus to prove this. What I signed and have with me will be the one used if taken to court. Car’s protection plus have gave me the go around by phone, by emails and now this way. Car’s protection plus was responsible for paying the claim and closed the claim with no legal reason. I am owed money from this company since I had to pay the repair bill in full. I also see how anytime someone has a transmission repair that cars protection plus is not wanting to pay the repairs according to all the customers on BBB.com. This I can bring up as well if needed in a lawsuit but I was hoping we could avoid all that.
Regards,
****** **********Customer response
06/26/2024
****** ************ contact with cars protection plus. In this contract that I signed states after an authorization number is given to Mechanic has 180 days till the claim will be voided. Car’s protection plus closed my claim at 90days and I also have the email from car’s protection plus reply in regards to this with their customer service as they still denied payment leaving me to pay the repair bill in full. This company has a lot of complaints on BBB regarding repairs for transmissions, goes to show this company is ok with taking consumers money but not doing their job. I even tried to cancel and was told I would not receive the money that it would go back to the place I bought the car, which in the contract doesn’t state that.Business response
06/28/2024
June 28, 2024
RE: 2020 FORD ESCAPE SE
CONTRACT NO.: *********
OUR FILE NO.: ******
BBB COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of the customer’s BBB complaint response rejection and responds as follows:
On November 04, 2022, the selling car dealership electronically entered and paid for the attached Value Protect Value Plus Level Vehicle Service Contract (“VSC”) for a term of 24 Months on behalf of the customer’s 2020 Ford Escape SE (“Vehicle”).
Provision 5. (i.) states:
5. SERVICE CONTRACT CLAIM PROCEDURES: FAILURE BY YOU OR YOUR REPAIR FACILITY TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: i. If it is determined a covered component has failed and an estimate for the repairs is approved by Us, an Authorization number will be issued for the repair. The Authorization number is valid for 90 days from the date issued. After 90 days the Authorization number and claim are void. No invoice will be processed without a valid Authorization number, Your signature, repair facility’s parts and labor warranty on repairs (if applicable) and repair facility’s identifying information.
If the selling car dealership provided the customer with a physical copy of a VSC with different Terms and Conditions than the VSC that the customer purchased, the customer will need to contact the selling car dealership. CARS must abide by the Terms and Conditions of the VSC that was purchased.
Regarding the customer’s statement about cancelling their VSC, CARS has highlighted Provision 7(a.) under ADDITIONAL STATE DISCLOSURES: OKLAHOMA: 7. CANCELLATION PROVISIONS: - ALL REQUESTED CANCELLATIONS/REFUNDS MUST BE IN WRITING AND WILL BE PROCESSED THROUGH YOUR LIENHOLDER, IF ANY, OR YOUR SELLING DEALER. IF FINANCED, YOU AGREE YOUR LIENHOLDER IS A JOINT PAYEE TO RECEIVE ANY APPLICABLE REFUND. ANY CANCELLED CONTRACT IS VOID AND WILL NOT BE REINSTATED. ADDITIONAL STATE DISCLOSURES: OKLAHOMA: Provision 7(a) is deleted and replaced with the following: CANCELLATION BY SERVICE CONTRACT HOLDER: You may cancel Your Service Contract at any time by notifying Us. In the event the Service Contract is cancelled by You, return of premium shall be based upon 100% of the unearned pro rata provider fee less the actual cost of any service provided under the Service Contract, less a cancellation fee not to exceed 10% of the unearned pro rata refund or $50.00, whichever is less, under this Provision.
CARS has attached a Cancellation Form, if the customer wants to cancel, the customer can fill out the form and return it via email to [email protected] or by using the information at the bottom of the form.
As there is no lender listed on the customer’s VSC, if the customer chooses to cancel, any available refund will be processed according to the above Terms and Conditions and through the selling car dealership, meaning the customer would obtain any available refund from the selling car dealership, not CARS.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentsCustomer response
06/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
****** **********the contract with my signature the day of purchase for car’s protection plus warranty is the contract that stands. There for legally in my contract which was signed and bought by myself states 180days as shown on contract paperwork, which I have sent a copy to car’s protection plus as well as BBB. Once a party receives payment and contact is signed legally that is what stand and you can not change it without informing the customer and a new contract with sand changes is signed and agreed upon!
Initial Complaint
06/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Bought extended warranty in January 2022 for approx. $2617.00. wrecked car Dec 19 2023. Insurance totaled car in Feb 2024. I have completed & submitted all paperwork CAR protection required as per the policy conditions. I want my prorated refund. The money they owe me is around $1000.00Business response
06/05/2024
June 05, 2024
RE: 2014 SUBARU FORESTER 2.5I LIMITED
CONTRACT NO.: *********
OUR FILE NO.: ******
BBB COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of the customer’s BBB complaint and responds as follows:
CARS received the customer’s cancellation request on April 25, 2024, and the customer’s Vehicle Service Contract (“VSC”) was cancelled. Per the Terms and Conditions of the VSC, the available refund was processed through the selling car dealership and lienholder.
On May 08, 2024, CARS mailed a check to Inline Motors, the selling car dealership, representing CARS’ portion of the refund due. On May 23, 2024, Inline Motors mailed a check in the amount of $1,448.27 to the customer’s lender representing the full refund due for the cancellation of the VSC, both CARS’ and Inline Motors’ portions.
Please have the customer allow up to three (3) weeks from May 23, 2024, the date that Inline Motors mailed payment, for their lender to receive and process the check.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
laInitial Complaint
05/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had my second used transmission provided by cars protection plus, both transmissions went bad. This second one was sent after a complaint was filed and I was found correct about my part going bad. The part in question is my transmission. My warranty ended a few days after the claim, that said I had preemptively asked what happens if the part goes bad, my answer from their employee grant was then that’s too bad.Business response
05/24/2024
May 24, 2024
RE: 2014 CHEVROLET SILVERADO 1500 LT
CONTRACT NO.: ********
OUR FILE NO.: ******
BBB COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of the customer’s BBB complaint and responds as follows:
The customer’s statement of being provided with two (2) transmissions by CARS’ parts supplier that “went bad” is in reference to two (2) different mechanical claims made nearly two (2) years apart.
On June 15, 2022, a repair facility opened a mechanical claim on behalf of the customer’s vehicle for a transmission. During the adjudication of the mechanical claim the customer was given two (2) options on how to receive the transmission. The customer had the option to have CARS ship CARS’ supplied part and assist with the labor or take the claim allowance and use the repair facility’s supplied part. The customer chose to have CARS ship CARS’ supplied part which came with a warranty of 90-day Parts and Labor or upon contract expiration, whichever came first.
The next mechanical claim opened on behalf of the customer’s vehicle for transmission issues was not until April 29, 2024. The customer again chose to have CARS ship CARS’ supplied part and assist with the labor.
CARS was not alerted that there may be an issue with the supplied part on the second mechanical claim until May 17, 2024, when the repair facility called CARS and stated they had installed the transmission, changed the filter and fluid and the transmission had a shutter. The repair facility told CARS’ claims adjuster that they would drive the vehicle and see if the issue persisted and that if the issue persisted, they would contact CARS.
On May 22, 2024, the repair facility contacted CARS and notified CARS of an issue with CARS’ supplied part. The mechanical claim is pending, and CARS has contacted CARS’ parts supplier who will work directly with the repair facility to remedy the issue.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
laInitial Complaint
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My warranty policy number is ********* On 06/24/2022, bought a 2014 E550 Mercedes from ****** **** ***** ***. in Newport Rhode Island. It was imposed a warranty at final sales and when I turned down the warranty, I was told the condition of the loan needs warranty. I bought a warranty for 3 years unlimited mileage warranty. When the car was delivered to me, I realized the mileage was under stated less than 2000 miles and the dealership increased my warranty to 4 years unlimited mileage. While driving the car, the car broke down on the high way. I took the car to the garage and I was told that is both the transmission and the engine. I called cars protection plus and started a claim. I then gave my mechanic the warranty. When he called the cars protection plus, they threatened several times to hang the phone on him. When he called again, they said I need to pay the cost of taking down the engine and transmission so that cars protection can investigate the reason why the car broke down. I contested. I was told that the garage appears to be a house address and it was suspicious. Till date is over 4 months and this car protection company has not fix my car. Every single day I am paying Lyft to get to work. The mechanic is asking me to pick up the car or I pay rental to parking the car.Business response
05/20/2024
May 20, 2024
RE: 2014 MERCEDES-BENZ E-CLASS E 550 4MATIC
CONTRACT NO.: ********
OUR FILE NO.: ******
BBB COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of the customer’s BBB complaint and responds as follows:
On March 26, 2024, the customer’s repair facility called CARS to open a mechanical claim; however, the repair facility was unable to provide the vehicle’s current mileage. CARS’ claims adjuster reviewed all information needed to open a mechanical claim and requested the repair facility call back when they had the information available. The conversation lasted only three (3) minutes and both CARS’ claims adjuster and the repair facility were courteous and professional.
Later in the day on March 26, 2024, the repair facility called and opened a mechanical claim on behalf of the customer’s vehicle for an engine and a transmission; however, they were unable to provide any diagnostic information to CARS. CARS’ claims adjuster asked the repair facility how they knew the vehicle’s transmission was bad if the engine wouldn’t start. The repair facility stated they knew the transmission was bad because of diagnostic trouble codes the vehicle was displaying; but they were unable to provide the codes to CARS and CARS’ claims adjuster explained that a transmission code does not mean that the transmission is bad. CARS’ claims adjuster explained to the repair facility that they would need to obtain the customer’s authorization to tear down the vehicle to the point that the cause of the failure and extent of the damage could be provided to CARS.
On March 28, 2024, the repair facility called CARS to review what information CARS needed to proceed with the mechanical claim and CARS’ claims adjuster again explained to the repair facility that they would need to obtain the customer’s authorization to tear down the vehicle to the point that the cause of the failure and extent of the damage could be provided to CARS.
Later in the day on March 28, 2024, the customer called and spoke to a CARS claims adjuster to review CARS’ request for teardown. CARS’ claims adjuster explained that CARS could not replace an engine and a transmission without any diagnostic information from the repair facility. CARS claims adjuster further explained that he had asked the repair facility how they determined the transmission was bad if the engine was not working and the repair facility had stated because of vehicle codes. CARS’ claims adjuster clarified to the customer that codes can show for multiple reasons and are not a complete diagnostic tool. CARS’ claims adjuster explained that per the Terms and Conditions of the customer’s attached Vehicle Service Contract (“VSC”), the vehicle would need torn down to the point that the cause of failure and extent of damage could be provided to CARS. CARS has highlighted this information at Provision 5. (c.): 5. SERVICE CONTRACT CLAIM PROCEDURES: FAILURE, BY YOU OR YOUR REPAIR FACILITY, TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: c. Your repair facility must perform a proper diagnosis to determine the cause of failure and extent of damage, which may include tear-down to the point of component failure upon Our request. YOU ARE RESPONSIBLE FOR THESE CHARGES for non-covered repairs/tear-down/diagnostics, (unless you have the ULTIMATE VALUE Coverage, for which We will pay diagnostic time of up to one hour of labor for a covered repair). Your repair facility MUST provide Us with an estimate for the covered repair to obtain an Authorization number BEFORE any repairs have begun. ANY REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE DENIED.
On April 02, 2024, CARS had not received an update from the repair facility; therefore, CARS’ claims adjuster called the repair facility; however, no one answered, and the voicemail box was full.
To date, CARS has received no further contact from the customer or the customer’s repair facility. For the mechanical claim to progress, the customer needs to follow the Terms and Conditions of their VSC and provide their repair facility with authorization to tear down the vehicle to the point that the cause of failure and extent of damage can be provided to CARS.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentCustomer response
05/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The approach from this company has never been cordial as responded by the company. During my conversation and from what my mechanic told, the reason why CARSPROTECTION PLUS REQUESTED FOR TEAR DOWN AND INSPECTION WAS THAT THEY WERE SUSPICIOUS OF THE CLAIM and was personally told that the Garage appeared to be at a house address and not a business facility. This is evidence by the review against this company.I wrote a review about the company about this particular complain and they never countered my review. Any company will fight for their reputation.
As I mentioned in my complaint, I only bought this warranty because it was imposed as part of the loan presented to me by the sales Manager.
Yes. The mechanic told me that cars protection plus demanded they tear down the car at my expense to determine the cause of the spoil engine and transmission. This did not make sense to me and that is the reason I called card protection plus.
The gears are not shifting and I need to pay for a tow truck to get the car on the lift.
secondly, it doesn’t make any sense to tear down the car because in ten cause of tearing down the car, there is the possibility of further damage.
At the time they called the mechanic, the car had been standing for a longtime and the batteries were very low so the mechanic could not provide the odometer.
An experience mechanic from the onset can tell you about a bad transmission and a bad engine.Card Protection Plus is not as professional as you claim to be.
I want my car to be fixed. I will meet with the mechanic to give you as estimate on fixing the car.
Regards,
******* *******Business response
05/31/2024
May 31, 2024
RE: 2014 MERCEDES-BENZ E-CLASS E 550 4MATIC
CONTRACT NO.: ********
OUR FILE NO.: ******
BBB COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of the customer’s BBB complaint and responds as follows:
Customer’s statement: The reason why CARS requested for tear down and inspection was that they were suspicious of the claim and was personally told that the Garage appeared to be at a house address and not a business facility.
CARS’ answer: CARS needs the vehicle torn down to the point that the cause of the failure can be provided to CARS for CARS to be able to determine if the repair is covered by the customer’s Vehicle Service Contract (“VSC”). CARS needs the vehicle to be torn down to provide the extent of damage to ensure a complete and accurate repair is made to the vehicle.
No inspection was ordered as vehicles cannot be inspected in a fully assembled state.
When CARS’ claims adjuster looked up the address provided by the customer’s repair facility, it appeared to be a residential address. CARS’ claims adjuster explained to the repair facility that once an inspector was sent, the inspector could verify that it was a business location.
Customer’s statement: As I mentioned in my complaint, I only bought this warranty because it was imposed as part of the loan presented to me by the sales Manager.
CARS’ answer: This is between the customer and the sales manager.
Customer’s statement: Yes. The mechanic told me that cars protection plus demanded they tear down the car at my expense to determine the cause of the spoil engine and transmission. This did not make sense to me and that is the reason I called card protection plus. The gears are not shifting and I need to pay for a tow truck to get the car on the lift. secondly, it doesn’t make any sense to tear down the car because in ten cause of tearing down the car, there is the possibility of further damage. At the time they called the mechanic, the car had been standing for a longtime and the batteries were very low so the mechanic could not provide the odometer. An experience mechanic from the onset can tell you about a bad transmission and a bad engine.
Card Protection Plus is not as professional as you claim to be.
I want my car to be fixed. I will meet with the mechanic to give you as estimate on fixing the car.
CARS’ answer: Per the Terms and Conditions of the customer’s VSC, the vehicle will need torn down to the point that the cause of failure and extent of damage can be provided to CARS: 5. SERVICE CONTRACT CLAIM PROCEDURES: FAILURE, BY YOU OR YOUR REPAIR FACILITY, TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: c. Your repair facility must perform a proper diagnosis to determine the cause of failure and extent of damage, which may include tear-down to the point of component failure upon Our request. YOU ARE RESPONSIBLE FOR THESE CHARGES for non-covered repairs/tear-down/diagnostics, (unless you have the ULTIMATE VALUE Coverage, for which We will pay diagnostic time of up to one hour of labor for a covered repair). Your repair facility MUST provide Us with an estimate for the covered repair to obtain an Authorization number BEFORE any repairs have begun. ANY REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE DENIED.
Once the customer’s repair facility has the requested diagnostic information available, please have them contact CARS.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
laCustomer response
06/07/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not accept your response.You admitted that you initial thought that the garage was a house address and I don’t believe you because your company knows better.
I am not going to tear down the car. The engine needs to be replaced. I can make available an estimate for you to replace my engine. The diagnostics shows the car has a bad engine and transmission and that is why it needs to be tow to put on the lift.
I remember there was a time I called cars protection plus to cancelled this warranty because of your arrogance and I was told that it was too late to cancel.
My warranty was privilege plus.
At the time you called the batteries were drained and the car could not be turn.
check you reviews. This how you treat all your customers.
As the days are going by, I continue to pay a lot on taxi dropping and picking up from school and going to work.
I have made it very clear, I am not paying to taking out the engine and transmission. The engine and transmission are bad. There is no need to know the extend of the problem.
You threatened to hang up the phone on me several times.I will get you the estimate and that is all I will do.
I have tried several times to upload the codes and the files are too largeI have about second codes
Regards,
******* *******Business response
06/26/2024
June 26, 2024
RE: 2014 MERCEDES-BENZ E-CLASS E 550 4MATIC
CONTRACT NO.: ********
OUR FILE NO.: ******
BBB COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of the customer’s BBB complaint and responds as follows:
Customer Statement on newest rejection: You admitted that you initial thought that the garage was a house address and I don't believe you because your company knows better.
CARS’ answer from the May 31, 2024, response submitted to the BBB: When CARS’ claims adjuster looked up the address provided by the customer’s repair facility, it appeared to be a residential address. CARS’ claims adjuster explained to the repair facility that once an inspector was sent, the inspector could verify that it was a business location.
Customer Statement on newest rejection: I am not going to tear down the car. The engine needs to be replaced. I can make available an estimate for you to replace my engine. The diagnostics shows the car has a bad engine and transmission and that is why it needs to be tow to put on the lift.
CARS’ answer from the May 20, 2024, response submitted to the BBB: On March 26, 2024, the customer’s repair facility called CARS to open a mechanical claim; however, the repair facility was unable to provide the vehicle’s current mileage. CARS’ claims adjuster reviewed all information needed to open a mechanical claim and requested the repair facility call back when they had the information available. The conversation lasted only three (3) minutes and both CARS’ claims adjuster and the repair facility were courteous and professional.
Later in the day on March 26, 2024, the repair facility called and opened a mechanical claim on behalf of the customer’s vehicle for an engine and a transmission; however, they were unable to provide any diagnostic information to CARS. CARS’ claims adjuster asked the repair facility how they knew the vehicle’s transmission was bad if the engine wouldn’t start. The repair facility stated they knew the transmission was bad because of diagnostic trouble codes the vehicle was displaying; but they were unable to provide the codes to CARS and CARS’ claims adjuster explained that a transmission code does not mean that the transmission is bad. CARS’ claims adjuster explained to the repair facility that they would need to obtain the customer’s authorization to tear down the vehicle to the point that the cause of the failure and extent of the damage could be provided to CARS.
On March 28, 2024, the repair facility called CARS to review what information CARS needed to proceed with the mechanical claim and CARS’ claims adjuster again explained to the repair facility that they would need to obtain the customer’s authorization to tear down the vehicle to the point that the cause of the failure and extent of the damage could be provided to CARS.
Later in the day on March 28, 2024, the customer called and spoke to a CARS claims adjuster to review CARS’ request for teardown. CARS’ claims adjuster explained that CARS could not replace an engine and a transmission without any diagnostic information from the repair facility. CARS claims adjuster further explained that he had asked the repair facility how they determined the transmission was bad if the engine was not working and the repair facility had stated because of vehicle codes. CARS’ claims adjuster clarified to the customer that codes can show for multiple reasons and are not a complete diagnostic tool. CARS’ claims adjuster explained that per the Terms and Conditions of the customer’s attached Vehicle Service Contract (“VSC”), the vehicle would need torn down to the point that the cause of failure and extent of damage could be provided to CARS. CARS has highlighted this information at Provision 5. (c.): 5. SERVICE CONTRACT CLAIM PROCEDURES: FAILURE, BY YOU OR YOUR REPAIR FACILITY, TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: c. Your repair facility must perform a proper diagnosis to determine the cause of failure and extent of damage, which may include tear-down to the point of component failure upon Our request. YOU ARE RESPONSIBLE FOR THESE CHARGES for non-covered repairs/tear-down/diagnostics, (unless you have the ULTIMATE VALUE Coverage, for which We will pay diagnostic time of up to one hour of labor for a covered repair). Your repair facility MUST provide Us with an estimate for the covered repair to obtain an Authorization number BEFORE any repairs have begun. ANY REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE DENIED.
On April 02, 2024, CARS had not received an update from the repair facility; therefore, CARS’ claims adjuster called the repair facility; however, no one answered, and the voicemail box was full.
To date, CARS has received no further contact from the customer or the customer’s repair facility. For the mechanical claim to progress, the customer needs to follow the Terms and Conditions of their VSC and provide their repair facility with authorization to tear down the vehicle to the point that the cause of failure and extent of damage can be provided to CARS.
CARS’ answer from the May 31, 2024 response submitted to the BBB: Per the Terms and Conditions of the customer’s VSC, the vehicle will need torn down to the point that the cause of failure and extent of damage can be provided to CARS: 5. SERVICE CONTRACT CLAIM PROCEDURES: FAILURE, BY YOU OR YOUR REPAIR FACILITY, TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: c. Your repair facility must perform a proper diagnosis to determine the cause of failure and extent of damage, which may include tear-down to the point of component failure upon Our request. YOU ARE RESPONSIBLE FOR THESE CHARGES for non-covered repairs/tear-down/diagnostics, (unless you have the ULTIMATE VALUE Coverage, for which We will pay diagnostic time of up to one hour of labor for a covered repair). Your repair facility MUST provide Us with an estimate for the covered repair to obtain an Authorization number BEFORE any repairs have begun. ANY REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE DENIED.
Once the customer’s repair facility has the requested diagnostic information available, please have them contact CARS.
Customer Statement on newest rejection: I remember there was a time I called cars protection plus to cancelled this warranty because of your arrogance and I was told that it was too late to cancel.
CARS’ answer: On October 20, 2023, the customer contacted CARS to request cancellation of the VSC and CARS’ customer service representative reviewed the cancellation provisions with the customer. CARS has highlighted the cancellation information at Provision 7. (c.): 7. CANCELLATION PROVISIONS - ALL REQUESTED CANCELLATIONS/REFUNDS MUST BE IN WRITING AND WILL BE PROCESSED THROUGH YOUR LIENHOLDER, IF ANY, OR YOUR SELLING DEALER. IF FINANCED, YOU AGREE YOUR LIENHOLDER IS A JOINT PAYEE TO RECEIVE ANY APPLICABLE REFUND. ANY CANCELLED CONTRACT IS VOID AND WILL NOT BE REINSTATED. c. After 20 days from the Effective Date, there is no refund except in the case of a total loss, as determined by the insurance carrier, or repossession by the lienholder, and as long as no claim was made. If eligible, We will cancel this Service Contract for a monthly prorated refund, less an administration fee of $50.00.
Customer Statement on newest rejection: My warranty was privilege plus.
CARS’ answer: CARS does not sell a VSC called a Privliege Plus. The VSC on file for the customer is a Value Protect series Value Plus Level for a term of 36 Months.
Customer Statement on newest rejection: At the time you called the batteries were drained and the car could not be turn. check you reviews. This how you treat all your customers.
CARS’ answer: CARS strives for excellent customer service; however, CARS must adjudicate claims using the Terms and Conditions of each customer’s individual VSC and cannot allow customer to pick and choose which part of the Terms and Conditions are followed.
Customer Statement on newest rejection: As the days are going by, I continue to pay a lot on taxi dropping and picking up from school and going to work.
CARS’ answer: There is no benefit on the customer’s VSC that allows for payment of taxi and or Uber fees. There is a rental benefit with an authorized claim. This information is highlighted at Provision 2. (a., vii.): 2. SCHEDULE OF COVERAGE: a. POWER TRAIN: vii. RENTAL BENEFITS: You will be reimbursed $25.00 for each eight hours of Mitchell’s ProDemand labor guide time to repair or replace the covered component with a maximum benefit of $300.00 per claim, if proof of rental is provided with an authorized claim. Any time not related to the actual repair and replacement of the covered component is not included in this benefit.
Customer Statement on newest rejection: I have made it very clear, I am not paying to taking out the engine and transmission. The engine and transmission are bad. There is no need to know the extend of the problem. You threatened to hang up the phone on me several times. I will get you the estimate and that is all I will do. I have tried several times to upload the codes and the files are too large I have about second codes.
CARS’ answer from the May 31, 2024 response submitted to the BBB: Per the Terms and Conditions of the customer’s VSC, the vehicle will need torn down to the point that the cause of failure and extent of damage can be provided to CARS: 5. SERVICE CONTRACT CLAIM PROCEDURES: FAILURE, BY YOU OR YOUR REPAIR FACILITY, TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: c. Your repair facility must perform a proper diagnosis to determine the cause of failure and extent of damage, which may include tear-down to the point of component failure upon Our request. YOU ARE RESPONSIBLE FOR THESE CHARGES for non-covered repairs/tear-down/diagnostics, (unless you have the ULTIMATE VALUE Coverage, for which We will pay diagnostic time of up to one hour of labor for a covered repair). Your repair facility MUST provide Us with an estimate for the covered repair to obtain an Authorization number BEFORE any repairs have begun. ANY REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE DENIED.
Once the customer’s repair facility has the requested diagnostic information available, please have them contact CARS.
CARS’ answer: If the customer refuses to allow his chosen repair facility to perform the necessary teardown to allow the repair facility to demonstrate both the root cause of the Vehicle’s failure and the extent of damage to the Vehicle to CARS, CARS cannot assist.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentInitial Complaint
05/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
paid for protection on 4/10/2024, cancelled protection on 4/18/2024 took a loss of 367.00 and i can not get anyone to provide me any information on the refund status and why it was sent to my bank account . i originally paid 1667 and change less a 45.00 credit card fee and cars protection plus refunded me 1300.00. no one will answer the phones once put on hold after explaining the reason for your call ( dial 6 for cancellation and refund) very poor customer service if you ask me. and definitely untrustworthy. today is 5/13/2024 and I have been trying to get answers from cars protection plus for 3 hours plus and no one they transfer me to is trained or authorized to give me an answer.Business response
05/17/2024
May 17, 2024
RE: 2016 AUDI Q5 2.0T QUATTRO PREMIUM PLUS
CONTRACT NO.: *********
OUR FILE NO.: ******
BBB COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of the customer’s BBB complaint and responds as follows:
CARS apologizes that the customer feels they received poor customer service when cancelling their attached Vehicle Service Contract (“VSC”). CARS’ Customer Service Representatives spoke to the customer on multiple occasions regarding the refund due for the cancellation, including explaining that there could be two (2) portions to the refund, one from the dealer and one from CARS.
The purchase price of the VSC was $1,661.00 and CARS has highlighted this information.
On May 02, 2024, CARS mailed a check in the amount of $1,311.00 representing CARS’ portion of the refund due. CARS’ check was cashed on May 10, 2024.
On May 14, 2024, the selling dealership made an electronic payment to the customer in the amount of $350.00 representing the dealership’s portion of the refund due.
In short, this customer has received a full refund of $1,661.00.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
Attachment
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Contact Information
4350 Northern Pike Ste 143
Monroeville, PA 15146-2840
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Get a QuoteCustomer Complaints Summary
151 total complaints in the last 3 years.
37 complaints closed in the last 12 months.