Complaints

• Initial Complaint

  01/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a warranty that was purchased on 10/24. It was a full coverage cars protection Plus warranty,it covers absolutely everything that could happen to a vehicle. About 2 weeks later I contacted the customer service line, because I hadn't heard anything back or received any information about this package that I just purchased. I asked for a website when I originally purchased so I can read my contract, and was told by a rep,that they don't send email, I'll be getting paper mail via ****. I never received any mail so I called in to have somebody send me something about this warranty. I ended up speaking with ******** ****** she assured me that I had coverage and sent me an email which I have attached with my contract. This was exactly what I had purchased so I was okay moving forward. I had an effective date of the 25th of November 2024 and there was a 30-day window from purchasing the contract before you can file a claim of any sort. a couple weeks later my car shot a piston through the bottom of the engine. I immediately reached out to them with no response and left a voicemail. I had to find my own way because their roadside didn't answer as well. But now after dealing with it I realize that this is exactly what they do. Very responsive when they are getting you to sign up but instant silence once you actually need them. Their website States that after filing a claim I have to bring my vehicle to the auto shop and leave it there which I did and then it says that the auto shop has to call them with a estimate to give them before they perform any work which they did. We received no response It's been almost 2 months. I called ti check up because the auto shop said they've called them about five times and nobody returns their calls. I got somebody to answer the call but just to tell me that theycanceled my contract sometime late November or early December. Definitely well after the car had been at the auto shop already they absolutely need to honor my contract.

  Business response

  01/20/2025

  January 20, 2025
  
  RE:         2018 **** Q7 2.0T QUATTRO PREMIUM PLUS
                 CONTRACT NO.: PPE579794
                 OUR FILE NO.: C-9078
                 BBB COMPLAINT: 22797873
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On October 25, 2024, United Automotive Services electronically submitted the attached Prime Protect Level 3 *************** Contract (***) for a term of 72 Months / ****** Miles on behalf of the customers 2018 **** Q7 Quatro Premium Plus (Vehicle).
  
  On December 09, 2024, CARS received notice from United Automotive Services that the customer had defaulted on their downpayment for the **** therefore, the *** was voided, not cancelled.
  
  The customer does not have a ************** *** because they did not pay for the ***, and CARS cannot assist with any issues the Vehicle is having now or may have in the future.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer response

  01/29/2025

  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 completely reject the response my contract was valid when my car's mechanical breakdown happened. I have proof in my email I have proof from the auto shop and I have proof for my advocate they also have just responded with proof stating that I was started on October 25th but yet canceled on December 9th and my car was definitely broke down before December 9th therefore they did not cancel my contract or notify me of any cancellation and my contract is valid up until the 9th of December which I had already had a mechanical breakdown that they are not honoring this needs to be figured out immediately I will sue them

  
  

  Regards,
  
  ****** ******

  Business response

  02/07/2025

  February 07, 2025
  
  RE:         2018 **** Q7 2.0T QUATTRO PREMIUM PLUS
                 CONTRACT NO.: PPE579794
                 OUR FILE NO.: C-9078
                 BBB COMPLAINT: 22797873
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ************************ complaint and responds as follows:
  
  As per CARS original response,the customers *************** Contract (***) was VOIDED not cancelled.
  
  All CARS ***s are submitted electronically. On October 25, 2024, this contract was submitted electronically by the dealer in good faith that the customer would follow through with making the agreed upon payments. The *** was VOIDED because zero (o) payments were made for the *** by the customer.
  
  Regarding the customers claim that a ********************** facility opened a mechanical claim, please see the attached screenshot of the claims tab of the customers ***. There were zero ************* claims opened.
  
  This individual did not purchase a CARS *** and CARS cannot assist with repairs to their Vehicle.
  
  Sincerely,
  
  The Customer ***************
  la

  Customer response

  02/09/2025

  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.
  

  So this is not me defaulting on a payment because no payment was ever attempted to even be processed number one number two just because you guys authorized third parties to sell your contracts does not give you guys any type of merit to say that you're not going to cover my vehicle. This is well over the dedicated time frame of figuring out a payment was not processed we're talking the course of 2 months here. You guys should have told me this when you sent me my contract but since you sent me my contract with the very very obvious understanding that I would be covered and even ask me the question if I had a mechanical breakdown when I got my contract sent to me because your third party once again dropped the ball not me. You do not get to send me no information whatsoever that my payment was defaulted or whatever you say and then cancel my contract without actually alerting me about this. This is an internal problem that you guys have to deal with but as far as I'm concerned. You guys have very much used the terminology canceled until now you're saying voided you don't get to authorize and void a contract without even reaching out to me one time and you cannot show me proof of reaching out. But however I reached out to you guys to let you know about my mechanical breakdown before all of this even transpired. You can allow me to make a payment if there was a payment that was missed but I'm not even sure that's the case. I am 100% covered because you guys did not cancel my contract or void my contract before my mechanical breakdown. I am very much covered by this and you guys absolutely have to honor this. So again the only outcome from this is you guys fixing my vehicle I don't care what you have going on with your third party and all of that but if they started my contract in October and you didn't cancel it until November clearly you guys allowed time frames of non-payment or whatever you have going on because that is a very long period of time which also allowed me to drive with the security blanket that your representative sent me my contract laying out the details after a whole month even. So the only step will be you guys honoring this contract and understanding that you guys had to internal error and also never once alerted me about any of this allowed me to proceed with my mechanical breakdown and then double back and say that I never made a payment or defaulted on a down payment two months before you guys ended up canceling my contract you should have known that I defaulted on a down payment if that was the case immediately. What you're doing is illegal you should fix your system but as for me my car is well needs to be fixed just like your system. I'm absolutely tired of being pushed around by your company and I demand action immediately this is something that you guys need to just eat because what you guys did was authorized me to continue to drive with the security blanket that apparently I did not have but then continued to update me with emails saying that I had that security blanket still you're missing a giant point here it's not about a defaulted payment because again I don't even know where that could have happened because I have no attempted processing and I have no knowledge of any of this this is brand new to me and that still wouldn't stop the simple fact that you guys sent me my contract over a month after with no knowledge or warning that I was up for cancellation or voiding my policy because of non-payment instead I was greeted with a hello do you have a mechanical breakdown I was also allowed to take my car to the auto shop you were also very non-responsive during that and now all of a sudden months later you guys want to say that I was voided out because you went and did anything you could to try to not insure me which is completely acting in bad faith. So we can proceed with this the right way where you guys honor my contract and I can make a payment to you and you can reactivate it or whatever you have to do because clearly your third party doesn't understand how to do that or we can go to court and I can sue you guys for absolutely every bit of damages you have caused. I'm currently driving a 1986 Buick Riviera because my brand new **** is messed up and sitting still due to you guys not me I can pay for my bills. You guys are the ones that should be voted because you're not paying your bills now

  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ******

• Initial Complaint

  12/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a Power Train BASIC warranty from CARS Protection Plus through an authorized dealer, D and R Auto Sales in ******, **, for my 2013 ****** Outback (Contract #PLE583701). The dealer assured me that the warranty would cover all powertrain-related repairs with no liability *********** is a timeline of events:November 4, 2023: I purchased the warranty and provided all my information to the dealer. I was told I would receive the full contract by mail within 14 days.November 18, 2023: I only received the contract number (#PLE583701) and basic claim instructions, but not the full warranty terms.November 25, 2023: I visited ******* Transmission and **************** a shop authorized by CARS Protection Plus, for a transmission replacement.December 10, 2023: After initiating the claim, I was informed by the warranty company that there is a $1,500 liability limit, despite my dealers assurance of unlimited coverage. The total repair cost is $5,600 based on the shops estimate.Neither the dealer nor CARS Protection Plus informed me of the liability limit before or at the time of purchase. Additionally, CARS Protection Plus failed to send the full contract as promised, preventing me from understanding the actual terms and conditions of the warranty until after the claim began.Resolution Requested:I am seeking one of the following resolutions:1.Full reimbursement of the repair cost ($5,600) under the Power Train BASIC warranty as initially promised by the dealer.2.A refund of my warranty purchase price ($400) due to the companys failure to disclose the full terms of the agreement before the claim.This experience has caused significant financial and logistical hardship. I believe this constitutes a case of misrepresentation and failure to disclose contract terms, and I trust the BBB will assist in resolving this matter.Sincerely,

  Business response

  12/24/2024

  December 24, 2024
  
  RE:         2013 ****** OUTBACK 2.5I PREMIUM
                 CONTRACT NO.: PLE583701
                 OUR FILE NO.: C-9049
                 BBB COMPLAINT: 22718672
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  Per the customers complaint: November 4, 2023: I purchased the warranty and provided all my information to the dealer. I was told I would receive the full contract by mail within 14 days.
  
  CARS response: CARS does not provide a copy of the *************** Contract (VSC) to customers at purchase, that is the responsibility of the car dealership that sells the **** CARS has highlighted the first page of the **** directly above the VEHICLE OWNERS ACCEPTANCE TO TERMS signature line, which states, I have read, and agree to the Terms and Conditions as stated on this entire Service Contract Application.I understand, if approved, this Service Contract Application becomes ********** Contract.
  
  Per the customers complaint: December 10, 2023: After initiating the claim, I was informed by the warranty company that there is a $1,500 liability limit.
  
  CARS response: The limit of liability is clearly stated on the first/signature page of the customers **** ************** has highlighted this information in the top right corner.
  
  *************************************************************************************
  
  On November 26, 2024, a repair facility opened a mechanical claim on behalf of the customers 2013 ****** Outback 2.5i Premium (vehicle).
  
  On December 12, 2024, CARS provided authorization for the repairs in the amount of $1,500.00, representing the customers contractual Limit of Liability.
  
  Upon completion of the repairs,the customers ********************** facility can submit a completed final invoice to CARS and payment will be made in the authorized amount of $1,500.00.
  
  *************************************************************************************
  
  If the customer chooses to cancel the **** the customer can fill out and return the attached cancellation form.Upon receipt of the completed form, all mechanical claims will be closed, and any available refund will be processed according to the Terms and Conditions highlighted at 5. 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 ***** TO RECEIVE ANY APPLICABLE REFUND. ANY CANCELLED CONTRACT IS VOID AND WILL NOT BE REINSTATED. ADDITIONAL STATE DISCLOSURES: **************: Provisions 5(a), (b), and (c) are deleted and replaced with: The Purchaser may cancel this Service Contract at any time after purchase and receive a pro rata refund less any claims paid on the Service Contract. A reasonable administrative fee, not to exceed 10% of the amount of the pro rata refund, will be charged or $50.00,whichever is less.
  
  *************************************************************************************
  
  The customers complaint repeatedly mentions issues with the selling car dealership and these issues need to be addressed directly with the selling car dealership.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer response

  12/24/2024

  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 must emphasize that the situation reflects a clear lack of transparency and accountability between CARS Protection Plus and the selling dealer, resulting in misleading and unfair practices.
  
  
  Key Issues:
  1.Contractual Misrepresentation:
  The selling dealer assured me at the time of purchase that the Power Train BASIC warranty would cover all powertrain-related repairs with no liability limits, referring to CARS website where no such limit was disclosed.
  I did not sign the *************** Contract (***) or receive the full terms and conditions at the time of purchase. Instead, the dealer filled out and signed the *** without my knowledge or consent.
  Only after filing the claim did I receive the contract terms from CARS, where the $1,500 liability limit was highlighted.

  
  ******** Unaware of Liability Limit:
  The dealer has confirmed via written communication (SMS attached) that they were unaware of the limit of liability terms in the *** provided by CARS.
  This indicates a systemic issue in how CARS communicates its terms to its dealers, leaving both customers and dealers uninformed about critical limitations.

  
  3.Failure to Provide Full Contract Details:
  CARS states that providing the *** is the dealers responsibility. However, the dealer informed me that I would receive the full contract within 14 days. Instead, I only received a contract number and claim instructions.
  CARS failed to ensure I had access to the full contract, which prevented me from understanding the actual terms of the warranty until after I filed a claim.

  
  4.Limit of Liability Not Disclosed at Sale:
  Neither CARS nor the dealer disclosed the liability limit prior to or at the time of sale.
  The liability limit was only revealed after the repair claim was initiated, creating financial hardship and undermining the trust I placed in both CARS and the dealer.
  
  
  My Position:
  This situation reflects a coordinated lack of transparency between CARS Protection Plus and the selling dealer. By failing to disclose critical terms like the liability limit, both parties misled me and left me unprotected against repair costs I believed would be covered under the warranty.
  
  
  Resolution Requested
  To resolve this issue fairly, I request following resolutions:
  1.Full coverage of my repair costs ($5,600) under the Power Train BASIC warranty, as initially represented by the dealer.
  
  Additionally, I request that CARS improve its dealer communication and ensure full disclosure of contract terms at the point of sale to prevent similar issues for other customers.
  
  Regards,
  ****** ***** *** ****** ******

  Business response

  01/02/2025

  January 02, 2025
  
  RE:         2013 ****** OUTBACK 2.5I PREMIUM
                 CONTRACT NO.: PLE583701
                 OUR FILE NO.: C-9049
                 BBB COMPLAINT: 22718672
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers additional concerns and responds as follows:
  
  Per the customers additional concerns: Contractual Misrepresentation/Dealer Unaware of Liability Limit/Failure to Provide Full Contract Details/Limit of Liability Not Disclosed at Sale.
  
  CARS response: All CARS *************** Contract (VSC) are submitted electronically, which the dealer utilizes when customers wish to purchase a ************** VSC.  It is the responsibility of the selling dealer and the customer to review all the Terms and Conditions of the ****which list component coverage and any limit of liability.
  
  *************************************************************************************
  CARS stands behind its VSC and is not able to pay the full coverage of the repairs in the amount of $5,600.  The November 26, 2024 claim was authorized by CARS per the Terms and Conditions of the customers VSC in the maximum amount of $1,500, which is the limit of liability.
  
  If the repairs to the customers vehicle are ***********************, the ********************** facility must provide the final repair invoice with all the required information to CARS and then payment will be processed.
  
  Please note, the customers VSC expires on February 4, 2025; therefore, if the customer chooses to cancel the **** the customer can fill out and return the attached cancellation form. Upon receipt of the completed form, all mechanical claims will be closed, and any available refund will be processed according to the Terms and Conditions highlighted at 5. 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 ***** TO RECEIVE ANY APPLICABLE REFUND. ANY CANCELLED CONTRACT IS VOID AND WILL NOT BE REINSTATED. ADDITIONAL STATE DISCLOSURES: **************: Provisions 5(a), (b), and (c) are deleted and replaced with: The Purchaser may cancel this Service Contract at any time after purchase and receive a pro rata refund less any claims paid on the Service Contract. A reasonable administrative fee, not to exceed 10% of the amount of the pro rata refund, will be charged or $50.00, whichever is less.
  
  *************************************************************************************
  
  CARS believes it has fully provided the complaint information and requests the BBB to mark the complaint as resolved.
  
  Sincerely,
  
  The Customer ***************
  clg
  
  Attachment

  Customer response

  01/02/2025

  Dear 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.
  
  Key Points of Disagreement
  1.Contractual Misrepresentation:
  CARS claims that it is the responsibility of the dealer and customer to review the full Terms and Conditions of the *************** Contract (***). However:
  The dealer did not present the complete contract for review at the time of purchase. Instead, I was informed that I would receive the full contract via mail within 14 days, which I did not.
  

  CARS also failed to ensure that I received the full Terms and Conditions, only providing the contract details after the claim was initiated.
  

  The liability limit of $1,500 was never disclosed at the time of sale. I was led to believe that the warranty would cover all powertrain-related repairs with no liability limits, as stated by the dealer.

  
  2.Dealers Lack of Awareness:
  The selling dealer has confirmed in writing that they were unaware of the $1,500 liability limit. This highlights a systemic issue in CARS communication with its dealers, leaving both dealers and customers misinformed.
  

  3. Misleading Practices:
  The *** Terms and Conditions were signed by the dealer, not by me, without my knowledge or consent.
  CARS has not addressed why it failed to ensure that I, as the customer, received the full contract before the claim process.
  

  4. Unfair Limitation of Liability:
  CARS continues to rely on the limit of liability to deny full coverage of my repair costs ($5,600), even though the repair involves components that fall under the covered parts of the Power Train BASIC plan.
  
  Resolution Requested
  I respectfully request the following resolution:

  Full reimbursement of my repair costs ($5,600), as the liability limit was never disclosed prior to the claim process.

  
  Additionally, I request that CARS improve its dealer training and processes to ensure full transparency of Terms and Conditions at the point of sale.
  
  Regards,
  
  ****** ***** *** ****** ******

  Business response

  01/14/2025

  January 14, 2025
  
  RE:         2013 ****** OUTBACK 2.5I PREMIUM
                 CONTRACT NO.: PLE583701
                 OUR FILE NO.: C-9049
                 BBB COMPLAINT: 22718672
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers third complaint and responds as follows:
  
  Per the customers third complaint: The dealer did not present the complete contract for review at the time of purchase. Instead, I was informed that I would receive the full contract via mail within 14 days, which I did not.
  
  Answer provided in CARSinitial response to the BBB Complaint: The customers complaint repeatedly mentions issues with the selling car dealership and these issues need to be addressed directly with the selling car dealership.
  
  Per the customers third complaint: ************** also failed to ensure that I received the full Terms and Conditions,only providing the contract details after the claim was initiated. AND CARS has not addressed why it failed to ensure that I, as the customer, received the full contract before the claim process.
  
  Answer provided in CARSinitial response to the BBB Complaint: CARS does not provide a copy of the *************** Contract (VSC) to customers at purchase, that is the responsibility of the car dealership that sells the ***. CARS has highlighted the first page of the **** directly above the VEHICLE OWNERS ACCEPTANCE TO TERMS signature line, which states, I have read, and agree to the Terms and Conditions as stated on this entire Service Contract Application.I understand, if approved, this Service Contract Application becomes ********** Contract.
  
  Per the customers third complaint: The liability limit of $1,500 was never disclosed at the time of sale. I was led to believe that the warranty would cover all powertrain-related repairs with no liability limits, as stated by the dealer.
  
  Answer provided in CARSinitial response to the BBB Complaint: The limit of liability is clearly stated on the first/signature page of the customers VSC. ************** has highlighted this information in the top right corner.
  
  Answer provided in CARSsecond response to the BBB Complaint: All CARS *************** Contract (VSC) are submitted electronically, which the dealer utilizes when customers wish to purchase a ************** VSC.  It is the responsibility of the selling dealer and the customer to review all the Terms and Conditions of the **** which list component coverage and any limit of liability.
  
  Per the customers third complaint: The selling dealer has confirmed in writing that they were unaware of the $1,500 liability limit. This highlights a systemic issue in CARS' communication with its dealers, leaving both dealers and customers misinformed. AND Additionally,I request that CARS improve its dealer training and processes to ensure full transparency of Terms and Conditions at the point of sale.
  
  CARS response: Both CARSDealer ******************** and ***************** regularly engage with car dealerships that sell CARS VSCs. The selling car dealership in question has been selling CARS VSCs for over three (3) years and during that time has spoken to a CARS representative multiple times to review CARS products. CARS has at least five (5) documented interactions in which the limited liability VSC purchased by the customer was reviewed with this car dealership.
  
  Per the customers third complaint: The VSC Terms and Conditions were signed by the dealer, not by me, without my knowledge or consent.
  
  CARS response: All CARS *************** Contract (VSC) are submitted electronically, which the dealer utilizes when customers wish to purchase a ************** VSC. When entering this customers *** the selling car dealership marked that the customer agreed to use electronic signature.
  
  Per the customers third complaint: ************** continues to rely on the limit of liability to deny full coverage of my repair costs ($5,600), even though the repair involves components that fall under the covered parts of the Power Train BASIC plan.
  
  Answer provided in CARSinitial response to the BBB Complaint: On November 26, 2024, a repair facility opened a mechanical claim on behalf of the customers 2013 ****** Outback 2.5i Premium (vehicle).
  
  On December 12, 2024, CARS provided authorization for the repairs in the amount of $1,500.00, representing the customers contractual Limit of Liability.
  
  Upon completion of the repairs,the customers ********************** facility can submit a completed final invoice to CARS and payment will be made in the authorized amount of $1,500.00.
  
  Answer provided in CARSsecond response to the BBB Complaint: CARS stands behind its VSC and is not able to pay the full coverage of the repairs in the amount of $5,600.  The November 26, 2024 claim was authorized by CARS per the Terms and Conditions of the customers VSC in the maximum amount of $1,500, which is the limit of liability.
  
  If the repairs to the customers vehicle are ***********************, the ********************** facility must provide the final repair invoice with all the required information to CARS and then payment will be processed.
  
  Sincerely,
  
  The Customer ***************
  la

  Customer response

  01/14/2025

  Dear 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 am writing to formally respond to the recent reply provided by CARS Protection Plus regarding my complaint (Contract No.: PLE583701, BBB Complaint: 22718672).

  Key Issues Raised and Unaddressed:
  1. Failure to Disclose the Limit of Liability at the Time of Sale: The dealer who sold me the contract has confirmed in writing that they were unaware of the $1,500 liability limit at the time of sale.
  2. Neither the dealer nor I, as the customer, were informed about this limitation before the purchase. The liability limit was disclosed only after I initiated a claim.
  

  Lack of Transparency in Contract Disclosure:
  1. CARS sells their contracts through third-party dealers, yet the dealer was not properly informed of the liability limit.
  2. I was not provided with the full contract or Terms and Conditions at the time of purchase. Instead, I only received a contract ID document, not the complete contract, which is standard practice with other reputable warranty companies.
  

  Unauthorized Electronic Signature:
  1. The contract was electronically signed by the dealer without my consent or authorization.
  2. I did not approve or sign the document accepting the liability limit. This raises serious concerns about transparency and accountability.
  

  Deceptive practices and misrepresentation:
  1. CARS' process appears intentionally misleading, as they fail to provide the complete Terms and Conditions at the point of sale.
  2. They selectively reveal the limit of liability only when a claim is filed, creating a trap for both customers and dealers.
  

  Requested Resolution:
  1. I demand full coverage for the $5,600 transmission repair cost, as the terms were misrepresented and only disclosed after initiating the claim.
  CARS should be held accountable for their lack of transparency and misleading sales practices.
  2. I have already escalated this matter to the **************************************, which has forwarded my case to the government court for further action.
  

  I urge the BBB to reconsider CARS Protection Plus' accreditation as their practices harm consumers through deceptive contract sales. I trust the BBB will ensure fair treatment and accountability in this matter and prevent other customers from falling into similar situations.

  Thank you for your continued assistance.
  

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

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I cancelled my policy in early September. I am owed a little over $1,700. We are now going into December and I still have not received the check. I have been in contact with ************* and they only respond to email and have not resolved the issue to any degree. I feel I have been more than patient and am needing further assistance to get the money I am owed.

  Business response

  12/13/2024

  December 13, 2024
  
  RE:         2015 ****** VERSA NOTE S
                 CONTRACT NO.: ACE504481
                 OUR FILE NO.: C-8997
                 BBB COMPLAINT: 22661014
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On October 30, 2024, the customer contacted ************** stating she had been unable to obtain the refund due to her from the selling car dealership for the cancellation of her *************** Contract.CARS exerted extensive efforts to resolve the customers issue. ************************* issued a refund to the customer that was due from the selling ************** dealership, not CARS.
  
  CARS has attached correspondence between CARS and the customer as stated below:
  
  10.30.2024 ******** ** request from customer
  11.08.2024 ******** response to customer
  11.18.2024 ******** response to customer's additional inquiries
  12.09.2024 ******** 6th EM from customer
  12.10.2024 ******** cover letter to customer
  
  Due to the high quantity of emails and phone calls that CARS received from the customer between October ******* and December 10, 2024, CARS was unable to attach all correspondence received from the customer; however, the 12.09.2024 ******** 6th EM from customer contains multiple emails received on different dates as well as a response from CARS.
  
  Since December 10, 2024, the date that CARS issued payment to the customer, the selling ************** dealership notified CARS that they also sent payment to the customer. The customer needs to return one of the payments.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachments

  Customer response

  12/13/2024

  [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. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an extended warranty in August 2021 when I purchased a car through a dealership. I paid approximately $1,500 for the warranty I received a warranty coverage brochure to show what was covered. Within a week of purchasing the vehicle I had issues with the car and took it back. The dealership said they found an issue and fixed it. Several months later, the car had numerous issues so I took it to the *** dealership to be fixed. They found an assortment of issues that C.P.P was supposed to pay for, but C.P.P said they wouldn't. I got stuck with a $7,900 repair bill. Based on the warranty coverage, I should have been reimbursed for over 70% of that. A few months later, I had a $750 repair bill and they said once again, they weren't covering anything. In July of 2022, my car broke down on vacation out of town and needed a new starter. Once again I got stuck with an $1,800 repair bill this time. In September a couple of months ago, I am told I need $5,000 in repairs and once again, C.P.P states they won't cover but $130 of it??? These people are worthless and need to be forced out of business!! They are stealing peoples money and not giving them anything in return! I see countless horror stories concerning C.P.P so how can these people remain in operation? Someone needs to shut these people down and reimburse all the customers the money they spent. I still have the receipts and can provide if needed. Purchasing an extended warranty is to provide coverage for unwanted repairs of which C.P.P is not providing at all!!

  Business response

  12/04/2024

  December 04, 2024

  RE:         2009 *** 3 SERIES 328I XDRIVE
                 CONTRACT NO.: *********
                 OUR FILE NO.: C-9027
                 BBB COMPLAINT: 22608946

  Please have the customer submit all receipts/paid invoices for review.

  Sincerely,
  
  The ************* Department
  la

  Business response

  12/18/2024

  December 18, 2024
  
  RE:          2009 *** 3 SERIES 328I XDRIVE
                  CONTRACT NO.: *********
                  OUR FILE NO.: C-9027
                  BBB COMPLAINT: 22608946
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  To date, there have been four (4)mechanical claims opened on behalf of the customers 2009 *** 3 Series 328i XDrive (Vehicle). CARS has reviewed all four (4) mechanical claims.
  
  Claim No. 1:
  On December 28, 2021, a repair facility opened a mechanical claim on behalf of the customers Vehicle for a lower radiator hose leak, cylinder head cover oil leak, oil pan gasket, transmission oil pan seal, rear radial shaft seal on the transfer box, ***** solenoids, and an oil filter cap. CARS claims adjuster denied the mechanical claim and explained to the repair facility that the cylinder head cover gasket, rear radial shaft seal, oil pan gasket, lower radiator hose, transmission oil pan gasket, oil filter cap, and ***** solenoids were all non-covered components on the customers VSC. ************** claims adjuster went on to explain that seals and gaskets are only listed for coverage on the customers VSC when required in conjunction with the replacement of a covered component. CARS has highlighted this information at Provision 2. (a., v.): 2. SCHEDULE OF COVERAGE: a. POWER TRAIN: v. SEALS & GASKETS: Seals and gaskets are covered only when required in conjunction with the replacement of a covered component. Additionally, cylinder head gaskets are covered for combustion and coolant leaks. Intake manifold gaskets are covered for coolant leaks only. EXAMPLES OF NOT COVERED: oil, vacuum leaks and valve seals.
  
  Claim No. 2:
  On April 06, 2022, a repair facility opened a mechanical claim on behalf of the customers Vehicle for a thermostat.The thermostat is listed for coverage on the customers VSC and ************** claims adjuster explained to the repair facility that the customer had two (2) options on how to receive the part needed for the repair. The customer could choose to have ************** supply the part and assist with the labor OR the customer could use the dollar amount that ************** would have paid for CARS supplied part toward the cost of the repair facilitys part and have CARS assist with the labor. If the repair facilitys part cost more, the customer would just have to pay the difference. The customer chose to use the ********************** facilitys supplied part and have CARS assist with the labor; therefore, the customer had to pay the additional cost for the repair facilitys part.
  
  While reviewing this claim, CARS noted that the customers chosen ********************** facility had a posted labor rate of $155.00/hour. The customers VSC covers the ********************** facilitys labor rate up to $70.00/hour on a covered repair; therefore, some of the customers out-of-pocket cost for this claim was the difference in labor. CARS has highlighted this information at Provision 2. (c., vii.): 2. SCHEDULE OF COVERAGE: c. VALUE PLUS/ONYX PLUS: vii. ENHANCED LABOR: The hourly labor rate will be the repair facilitys rate up to $70.00 per hour.
  
  Claim No. 3:
  On July 25, 2022, a repair facility opened a mechanical claim on behalf of the customers Vehicle for a starter.The starter motor is listed for coverage on the customers VSC; therefore, the mechanical claim was adjudicated and authorized according to the Terms and Conditions.
  
  Claim No. 4:
  On September 24, 2024, a repair facility opened a mechanical claim on behalf of the customers Vehicle for a torn right front axle boot, a leaking rear differential that required pinion seals, axle seals and a cover gasket to be repaired, the cooling fan for the engine electronics box, and a secondary air injection blower and valve. CARS claims adjuster explained that the axle boot, pinion seals, axle seals, cover gasket, and secondary air injection blower and valve are not listed for coverage on the customers VSC. ************** claims adjuster provided an assistance amount for the cooling fan for the engine electronics box. The repair facility was to review the information with the customer and then contact **************.
  
  On September 27, 2024, CARS had not received a response from the customers ********************** facility; therefore, CARSclaims adjuster called the repair facility for an update and left a voice message.
  
  This mechanical claim was closed because the repair facility went more than 30 days without contacting CARS.
  
  This customers VSC is inclusionary,meaning if a component is not listed for coverage in the Terms and Conditions then it is not covered, the customer can find their ********************** list of covered components at Provision 2. (a. through c.)
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer response

  12/19/2024

  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.]

  First of all to C.P.P

  Claim No 1: After the claim was denied and the work was performed, I visited the car dealership that sold me the car and reviewed the warranty with the sales staff there.  The work required a new oil pan of which was replaced and per my warranty, stated was covered by my plan. The sales staff pointed it out stating all repairs associated with that should have been covered. That was $2,500 just for the oil pan.   Also in this day and time $70 an hour for labor is ok if the year is 2010?   C.P.P needs to get with the program and get on board with current automotive labor rates.  The oil pan is just 1 example of what should have been covered. You can't replace parts without changing the gasket, no one does that. Gaskets have to be replaced with new parts added.  ****** so far, at least $2,500 owed me. 

  Claim No 3: No warranty coverage was applied, I should know, I paid the entire bill and was advised C.P.P stated the starter wasn't covered.  I paid the entire $1,751.52 bill from BMW.  

  Claim No 4: I was advised out of a $4,857 maintenance bill, C.P.P was going to cover $139 out of a total $1,043 part and labor.  All else per C.P.P was not covered.  The work has not been done cause I can't afford to have the car worked on if C.P.P is only going to cover 1 to 5% of any car maintenance.  

  This isn't closed yet because previous costs weren't covered and new ones need to be covered as well.

   

   Regards,
  
  ***** *****

  Business response

  01/06/2025

  January 06, 2025
  
  RE:         2009 *** 3 SERIES 328I XDRIVE
                 CONTRACT NO.: *********
                 OUR FILE NO.: C-9027
                 BBB COMPLAINT: 22608946
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  Claim No. 1:
  On December 28, 2021, a repair facility opened a mechanical claim on behalf of the customers 2009 *** 3 Series 328i XDrive (Vehicle). During this telephone call the customers chosen ********************** facility stated the oil pan gasket was leaking and the transmission oil pan was starting to leak.
  
  As per CARS initial response, seals and gaskets are only listed for coverage on the customers attached *************** Contract (VSC) when required in conjunction with the replacement of a covered component. CARS has highlighted this information at Provision 2. (a.,v.): 2. SCHEDULE OF COVERAGE: a. POWER TRAIN: v. SEALS & GASKETS: Seals and gaskets are covered only when required in conjunction with the replacement of a covered component.Additionally, cylinder head gaskets are covered for combustion and coolant leaks. Intake manifold gaskets are covered for coolant leaks only. EXAMPLES OF NOT COVERED: oil, vacuum leaks and valve seals.
  
  CARS has attached the invoice provided by the customer to ************** for this ********************** and highlighted where the customers ********************** facility both states and charges for the replacement of the engine oil pan gasket only.
  
  The transmission pan is not listed for coverage on the customers VSC.
  
  Regarding the customers complaint about the maximum $70.00 per hour labor rate on his VSC, CARS sells VSCs that offer higher labor rates. For example, the customer purchased the Value Plus level of coverage on the Value Protect VSC line and the Ultimate Value Level of coverage on the Value Protect VSC line provides a maximum $100.00 per hour labor rate. The customer would have needed to pay the difference to have the higher level of coverage and corresponding labor rate.CARS offers multiple other VSCs that provide higher maximum hourly labor rates,some that cover any repair facilitys stated labor rate within industry standards.
  
  Claim No. 3:
  On July 25, 2022, a repair facility opened a mechanical claim on behalf of the customers Vehicle for a starter. The starter motor is listed for coverage on the customers VSC;therefore, the mechanical claim was adjudicated and authorized according to the Terms and Conditions. CARS paid the customers ********************** facility $236.89 toward this repair. CARS has highlighted this information on the final invoice from the customers ********************** facility and attached a copy of the payment information from CARS claims database. If the customers ********************** facility did not apply CARS payment to the bill, the customer will need to contact their ********************** facility directly to resolve the issue.
  
  Claim No. 4:
  On September 24, 2024, a repair facility opened a mechanical claim on behalf of the customers Vehicle. ******************** adjuster reviewed the customers VSC and determined that ************** could assist with one (1) of the requested components.

  This customers VSC is inclusionary, meaning if a component is not listed for coverage in the Terms and Conditions then it is not covered, the customer can find their ********************** list of covered components at Provision 2. (a. through c.)
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachments

  Customer response

  01/06/2025

  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.]

  In response to the latest details I have come to the conclusion and have solidified the fact that ******************* in ************ of where the car was purchased is a registered dealer working in conjunction with C.P.P to sell auto warranties that have no worth whatsoever.  Innocent customer's are coaxed into buying these warranties which the sales team at ******************* are highly recommending them for the sole purpose of royalty incentives from C.P.P.  I have viewed numerous reviews on C.P.P"s website and dare say have not found a positive one yet.  In conclusion, I find it extremely shocking  that this company C.P.P remains in business. 

  No one is happy with this company(C.P.P) as their website is overflowing with negative reviews and people advising they are going to B.B.B to file a complaint. 

  I would find it increasingly difficult to work for a company where the entire parking lot is filled with angry customers carrying pitchforks and torches.  

  The uneasy fact that customers are unable to cancel their contracts does solidify the fact that there are malfeasance in play.   

  
  Regards,
  
  ***** *****

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cars protection will not pay for repair. 9-26-2024 was date of repair.

  Business response

  11/22/2024

  November 22, 2024
  
  RE:         2015 NISSAN ROGUE SELECT S
                 CONTRACT NO.: CPE439249
                 OUR FILE NO.: C-9017
                 BBB COMPLAINT: 22573316
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On October 21, 2023, a car dealership electronically entered the attached **************************************** Contract(VSC) on behalf of the customers 2015 Nissan Rogue Select S(Vehicle)for a term of 36 Months. CARS has highlighted multiple provisions relevant to the customers complaint.
  
  3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): c. Any repair done without prior authorization from Us.
  
  4. PROVISIONS OF THE SERVICE CONTRACT: j. A claim should be opened during normal business hours and while ************ Contract is active. However, if ********** is closed, You must call Us as soon as possible and leave a voice message with Your name, VIN or Service Contract Number, and a description of the claim and/or mechanical breakdown. In the event an emergency breakdown occurs outside of Our working hours, You may follow the Claim Procedures in the Service Contract without prior authorization. However, You must notify Us of the repairs as soon as We reopen. Reimbursement will be made in accordance with the provisions in the Service Contract and nothing herein authorizes repairs not otherwise covered. Emergency repairs are those required because Your Vehicle was inoperable or unsafe to drive. Parts must be available for inspection by Us.Unless you have chosen POWER TRAIN BASIC or ************* coverage, 24-Hour Roadside Assistance is available. To utilize this service, you MUST call roadside assistance at ************.
  
  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: b. Your repair facility must call ************ to open a claim BEFORE any repairs have begun. However, if ********** is closed, You must call Us as soon as possible and leave a voice message with Your name, VIN or Service Contract Number, and a description of the claim and/or mechanical breakdown. In the event an emergency breakdown occurs outside of Our working hours, You may follow the Claim Procedures in the Service Contract without prior authorization. However, You must notify Us of the repairs as soon as We reopen. Reimbursement will be made in accordance with the provisions in the Service Contract and nothing herein authorizes repairs not otherwise covered. Emergency repairs are those required because Your Vehicle was inoperable or unsafe to drive. Parts must be available for inspection by Us.Unless you have chosen POWER TRAIN BASIC or ************* coverage, 24-Hour Roadside Assistance is available. To utilize this service, you MUST call roadside assistance at ************.
  
  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: e. Your repair facility MUST provide Us with an estimate for the covered repair in order to obtain an Authorization number BEFORE any repairs have begun. ANY REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE DENIED.
  
  Per the customers ******************** complaint,the repairs were completed on Thursday, September 26, 2024. Per the attached invoice, provided in the BBB Complaint by the customer, the invoice was paid on Friday, September 27, 2024. The first notification that CARS had of the repairs was when the customers ********************** facility contacted CARS for payment on November 15, 2024 six (6) weeks later. CARS can deduce two (2) things from this:
  
  1) The repairs were completed without prior authorization from CARS and during CARS normal working hours.
  2) If the customer asserts the *********************** were *********************** outside of CARS normal working hours, emergency repair procedures were not followed.
  
  Based on the above information,CARS cannot assist with these repairs.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachments

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2014 Malibu LT ******* warranty on my engine and transmision on 9/8/21 the transmission and engine needs fixing and they will not honor my warranty. The damage is of no fault of mine. I have all the service receipts. When I purchased this car it only had 59'550 miles now it has about ****** . This ******* was barely used I want them fix my *******.

  Business response

  11/13/2024

  November 13, 2024
  
  RE:         2014 CHEVROLET MALIBU LT
                 CONTRACT NO.: CPE217823
                 OUR FILE NO.: C-9009
                 BBB COMPLAINT: 22532773
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On November 01, 2024, a repair facility opened a mechanical claim on behalf of the customers 2014 Chevrolet Malibu LT ********* stating the starter had broken off the engine block and caused damage to the block. CARS claims adjuster explained that the engine block is only covered if damaged by a covered component internal to the engine block.CARS has highlighted this information in the customers attached *************** Contract (VSC) at Provision 2. (a., i.): 2. SCHEDULE OF COVERAGE: a. POWER TRAIN: i. ENGINE: Engine block only if damaged by a covered component internal to the engine block.
  
  CARS claims adjuster asked if the engine would spin manually, and the repair facility stated the engine was locked and would not turn. CARS claims adjuster explained that the repair facility needed to obtain customer authorization to determine the cause of failure to the Vehicle.
  
  On November 05, 2024, CARS received pictures of the damage. CARS claims adjuster contacted the repair facility and asked what the cause of failure was. CARS claims adjuster asked again if the engine was seized or if the engine could be turned manually. The repair facility stated that the engine was able to be rotated with a breaker bar, it is not seized. CARS claims adjuster explained that CARS needs the cause of failure to determine what assistance, if any, CARS can provide. 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.
  
  The mechanical claim is pending,waiting for the repair facility to provide CARS with the cause of failure.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

• Initial Complaint

  11/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi, my name is **** ********. I'm calling, because you guys won't call the shop, where my vehicle is. I was, on the phone with *****, he stated that he tried, to call the shop, multiple times. So, I contacted the shop had the owner ****, on the phone. He's asking *****, what do we need to move forward. All of a sudden. *****, say I can't hear you. Then, he hangs up. Me and ****, calls ?? back again. They, tell me too hold on. An, then hangs up, again. I called back AGAIN, ask too speak with a manager or supervisor, the young lady, puts me though to *****, who is not, a manager, or supervisor. I ask him, for a the Supervisor, he says I can help you

  Business response

  11/08/2024

  November 08, 2024
  
  RE:         2015 LAND ROVER RANGE ROVER EVOQUE PURE PLUS
                 CONTRACT NO.: *********
                 OUR FILE NO.: C-9001
                 BBB COMPLAINT: 22511025
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On October 10, 2024, a repair facility opened a mechanical claim on behalf of the customers 2015 ********************** Evoque Pure Plus (Vehicle).
  
  During the adjudication of the mechanical claim, CARS experienced some difficulty with contacting the customers ********************** facility. Often, when CARS claims adjuster called the repair facility,they were told that the person they needed to speak to was unavailable and CARSclaims adjuster had to leave messages and wait for return phone calls. CARS understands that repair facilities repair more than one (1) vehicle at a time and that repair facility employees may not always be available when CARS calls;however, CARS also adjudicates more than one (1) mechanical claim at a time and CARS employees cannot make disproportionate efforts to contact repair facilities without receiving a response.
  
  On November 04, 2024, when the customer contacted ************** for an update, CARS claims adjuster explained that CARS needed the repair facility to contact CARS to obtain the quote on what CARS could assist with.
  
  CARS has reviewed the recorded calls and when the customer called ************** again later that day, CARS claims adjuster explained that CARS was ready to provide a quote on what CARS could assist with and that CARS had tried to contact the repair facility multiple times to provide the amount. The customer then put ************** claims adjuster on hold without warning. CARS claims adjuster waited awhile and then disconnected the call.
  
  Shortly after disconnecting with the customer, ************** claims adjuster called the repair facility again and was able to speak to a repair facility employee.
  
  This mechanical claim has now been authorized. Upon completion of the repairs, the customers ********************** facility needs to submit a final invoice to CARS so payment can be made in the authorized amount.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la

• Initial Complaint

  10/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car in a dealer, and I bought the ************* $900 AND THE EXTENDED WARRANTY $3000.And I canceled both within window cancelation time and it was approved, the company credited to my loan bank of the car $*** of the extended warranty insurance and the Gap the sent it to the dealer and they already drowned that money on September 13 and the insurance company said the dealer is supposed to give me the gap amount and the rest of the extended warranty because they resell the insurances, they sold it to me for $3000 and the insurance credited back to me only #*** directly to de bank gave me the loan, now I went to the dealer to explain the situation and they don't want to give me the money, they said If canceled them I don't have the right to have that money back either. They said now that they need a notification letter of cancelation but insurance company is refusing to give it to me. And ask the insurance company for confirmation letter before I went to dealer yesterday but they are insisting that dealer received that information since August 30, but they still want to refund the money. My complain is that the insurance doesn't want to give a notice of cancelation of the both insurances. Please help.Thanks

  Business response

  10/14/2024

  October 14, 2024
  
  RE:         2020 **** TRANSIT CARGO 150
                 CONTRACT NO.: CPE537153
                 OUR FILE NO.: C-8974
                 BBB COMPLAINT: 22412042
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS) ************************ is in receipt of the customers ******************** complaint and responds as follows:
  
  On Friday, October 11, 2024, CARS received an email inquiry from the customer regarding the refunds for both the cancellation of her GAP Addendum and the cancellation of her *************** Contract (VSC).
  
  On Monday, October 14, 2024, CARS contacted the selling car dealership who then issued payments to the customers lender.
  
  The customers lender received one (1) payment of $900.00 for the cancellation of her GAP Addendum and two (2) payments totaling $3,000.00 for the cancellation of her VSC.
  
  It may take the payments a few business days to reflect on the customers loan.
  
  ************** hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The ************************
  la

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug 23 my truck broke down in **************, **. The warranty company is closed on the weekends. Monday the 26th I found a local shop with great reviews. I made my first call to the warranty company and let them know what happened and where the truck was located. I believe a claim was started on Aug 27. The claims adjuster at the car warranty company, *****, caused the receptionist at the mechanic shop so much frustration with his requests and requirements that she cried and no longer wanted to repair my vehicle! Once that issue was cleared up and yes, the car shop was going to repair my vehicle. It took the warranty company 13 days to move forward with the claim. Nothing was being done and no customer service at all when I called multiple times to find out the status of my claim. Moving forward it is now Sept 12th and ***** at the warranty company calls the mechanic and tells him that the *** for the transmission is Sept 20. Between myself and the mechanic keeping in touch, by noon on the 20th, no delivery. Car warranty is also on the east coast if you don't make contact by 130pm Pacific standard time, they are closed and no help for after hours, I've tried. Today is Sept 24 and I had to call to confirm or inform warranty company that the package never arrived. I Called on Monday but it was "late" around 1pm and couldn't proceed. Today's phone call produced an actual tracking number and shows that the package didn't leave until the 19th! How is the eta Sept 20th? I have been misinformed from the beginning and the lack of customer service is disappointing. When I spoke to *** today they had no care or concern regarding my questions as to how much incorrect info I have been given through this whole entire process. A month and counting to repair my vehicle? As it is now, the transmission will not deliver until Sept 27th! And I will be picking up my vehicle in October!! 2 months to repair my vehicle?! I don't understand the lack of customer service and false info!!

  Business response

  10/01/2024

  September 30, 2024
  
  RE:         2014 CHEVROLET SILVERADO 1500 LT
                 CONTRACT NO.: PPE532050
                 OUR FILE NO.: C-8956
                 BBB COMPLAINT: 22330192
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On August 27th, 2024,a repair facility opened a mechanical claim on behalf of the customers 2014 Chevrolet Silverado 1500 LT ********* requesting a transmission. The repair facility stated they had removed the transmission pan, found the fluid was burnt and full of metal debris. The repair facility further stated that the pump was the cause of the transmission failure. CARS claims adjuster requested pictures of the damage be submitted to CARS via email and explained that CARS needed to speak to the customer before proceeding with the claim.
  
  In the customers complaint, the customer stated, The claims adjuster at the car warranty company, *****,caused the receptionist at the mechanic shop so much frustration with his requests and requirements that she cried and no longer wanted to repair my vehicle!
  
  This is not true. CARS has listened to the recordings and CARS claims adjuster and the repair facility had cordial conversations. CARS had only requested pictures of the metal shavings in the transmission pan which is certainly not excessive.
  
  On August 28, 2024, the repair facility called CARS and stated that the customers requests for added components to the claim were more than they could handle due to their current workload;therefore, they were going to have the customer move the Vehicle to a different ********************** facility. When CARS claims adjuster was informed that the customers ********************** facility was not going to be completing the work on the Vehicle, CARS presumed the mechanical claim would not be progressing.
  
  In the customers complaint, the customer stated, Once that issue was cleared up and yes, the car shop was going to repair my vehicle. It took the warranty company 13 days to move forward with the claim.
  
  This is not true. On September 04, 2024, after receiving phone requests from the customer who stated the ********************** facility would be working on the Vehicle, CARS claims adjuster contacted the shop and requested pictures and an estimate for the cost of repairs be submitted via email to CARS.
  
  On September 09, 2024, CARS received pictures, no estimate.
  
  On September 10, 2024, CARS received the estimate.
  
  In the customers complaint, the customer stated, Moving forward it is now Sept 12th and ***** at the warranty company calls the mechanic and tells him that the *** for the transmission is Sept 20. Between myself and the mechanic keeping in touch, by noon on the 20th,no delivery. The customer then stated, As it is now, the transmission will not deliver until Sept 27th!
  
  This is true. CARS apologizes for the shipping delay. CARS does not ship parts directly but instead uses reputable third-party parts suppliers and the original *** of September 20th was provided to CARS by the third-party parts supplier.
  
  In the customers complaint, the customer stated, Car warranty is also on the east coast if you don't make contact by 130pm Pacific standard time, they are closed and no help for after hours, I've tried.
  
  This is not true for repair facilities. CARS employs claims adjusters who work 8AM-5PM PST. These claims adjusters are repair facility focused and only repair facilities are directed to them after 5PM EST. Customers calling after 5PM EST are sent to VM for a CARS customer service representative to return their call during CARS EST business hours of 8:15AM-5PM.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la

  Customer response

  10/01/2024

  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

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  **************** is absolutely terrible and non professional with this company. Their unwillingness to help anyone through the issues (caused by their lack of work ethic) is astonishing. I had my vehicle at my local dealership (***** **** in **********, ****) for warranty work today and there were 4 total attempts made by the dealership to get in touch with someone from cars protection plus to get approval for the work needing completed and they were placed on hold 3 times for over an hour at a time with no one returning to the line. The 4th call was made in an attempt to open the claim and they ended up having to leave a message for a call back and so far, no call has been made. I returned to the dealership to pick up my vehicle and called cars protection plus customer service to which I was met with ********************** disregard and unwillingness to help correct the problem. I was then told to hang up and call back to open the claim, to which we were placed on hold; yet again! At this point, Im convinced that this company has basically stolen the money that I paid for the extended warranty and needs to either do their jobs to correct this issue, or refund my money so I can get a warranty through a much better company.

  Business response

  09/30/2024

  September 30, 2024
  
  RE:         2018 ******* NAVIGATOR L SELECT
                 CONTRACT NO.: CPE544864
                 OUR FILE NO.: C-8952
                 BBB COMPLAINT: 22325390
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  CARS understands the customers frustration over his chosen ********************** facilitys inability to contact CARS ***************** in what the customer deemed a timely manner; however, the repair facility was never on hold for an hour. CARS has attached a screenshot of the incoming calls received from the customers ********************** facility on September 23, 2024.  The repair facility made three (3) calls between 10:38AM and 12:39PM with respective durations of 5 Min 46 Sec + 9 Min 44 Sec (this call was originally directed to CARS ********************** who then correctly directed the call to CARS ************** 1 Min 29 Sec, and 20 Min 47 Sec. The only time the customers chosen ********************** facility left a voice message was the final call at 12:39PM.
  
  On September 24, 2024 at 8:36AM,CARS ***************** returned the repair facilitys voice message and a mechanical clam was opened on behalf of the customers 2018 ************************** (Vehicle).The repair facility requested side cables for the mirrors, heater hoses and a key FOB. This mechanical claim was denied because none of those components are listed for coverage on the customers attached *************** Contract (VSC).CARS has highlighted the customers ********************** list of covered components. If a component is not listed, it is not covered.
  
  If the customers Vehicle has any future mechanical issues and the customers chosen ********************** facility has difficulty contacting CARS via telephone, a mechanical claim can also be opened online at ****************************. Upon receipt of the online claim submission, a CARS claims adjuster will contact the repair facility.  All voice messages and online claim submissions are responded to in the order received.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachments

*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. ↩