Business Profile
Auto Warranty Processing
C.A.R.S Protection Plus Inc
Complaints
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
AttachmentsCustomer 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
11/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
AttachmentsInitial Complaint
11/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
AttachmentInitial Complaint
11/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 youBusiness 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 ***************
laInitial Complaint
10/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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.ThanksBusiness 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 ************************
laInitial Complaint
09/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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 ***************
laCustomer 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
**************** 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
AttachmentsInitial Complaint
09/20/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
The issue occured on 9/13/2024 the problem is our contract was not honored as stated, in the contract the work that was to be performed on our 2018 ********** discovery was denied and we were told that the warranty only covered certain parts, according to our warranty the issue at hand which is a fault with our suspension was covered, upon the service department trying to get approval it was denied.Business response
09/23/2024
September 23, 2024
RE: 2018 LAND ROVER DISCOVERY HSE
CONTRACT NO.: ACE455000
OUR FILE NO.: C-8948
BBB COMPLAINT: 22314750
Dear BBB of ********************,
The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
On September 16, 2024, a repair facility opened a mechanical claim on behalf of the customers 2018 ********** Discovery HSE (Vehicle). One of the requested components was an air suspension compressor. This component was denied because it is not listed for coverage on the customers attached *************** Contract (VSC).
CARS has highlighted the customers suspension coverage at Provision 2. (b. - ii.): 2. SCHEDULE OF COVERAGE: b. LEVEL 2: Includes all parts listed in LEVEL 1 plus the following components listed in this section: ii. SUSPENSION: Struts; ball joints; leaf, air and coil springs only if broken. Alignment is covered only in conjunction with a covered repair.
If a component is not listed,then it is not covered.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer ***************
la
AttachmentInitial Complaint
08/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a warranty on a 2011 jeep Wrangler from cnb auto sales it was a card protection plus warranty. About a week after I bought the jeep the transmission started acting up I took it to the shop and they said it needed to be rebuilt.cars protection at first refused service said it was a pre existing condition than came back and said they would replace it with a used one but they aren’t wanting to pay anywhere near what it cost to replace it.Business response
08/13/2024
August 13, 2024
RE: 2011 JEEP WRANGLER UNLIMITED 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:
The information regarding the customer’s options on how to receive parts for a covered repair have been highlighted in the Terms and Conditions of the customer’s attached Vehicle Service Contract (“VSC”) at Provision 5. (f.): 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: f. We have the option to select used, rebuilt or aftermarket components when authorizing repairs. For authorized claims totaling in excess of Your deductible (if any), You may have the choice to select either a third-party component or take a claim allowance to specifically be used towards Your repair. If Your chosen repair facility provides parts for an authorized repair, a minimum 90 day Parts and Labor Warranty is required for all Power Train components. If We supply a third-party component on Your Vehicle, the warranty on that part expires at the end of Your Service Contract Term, regardless of any delays or downtime.
On August 02, 2024, a repair facility opened a mechanical claim on behalf of the customer’s 2011 Jeep Wrangler Unlimited Sport (“Vehicle”) stating the Vehicle’s transmission was shaking and shuddering. CARS’ claims adjuster requested that the repair facility obtain the customer’s authorization to drop the Vehicle’s transmission pan and provide CARS with pictures of a scan tool/codes, the debris that is in the transmission pan, and the mesh element in the transmission filter.
This mechanical claim is still pending, waiting for the customer’s repair facility to provide CARS with the requested diagnostic information.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentCustomer response
08/13/2024
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
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On June 16th 2024 I purchased a used vehicle from used car lot and was sold a warranty to be covered with CARS Protection Plus for $1500. After reviewing the company customer service experience. I called to ask a simple questions and experienced being passed around and rude reps. Posted a review the next day because I could not get someone on the line to cancel, they passed me around. Tiffany emailed me back saying I would get my "full refund" sent to the lender. After speaking with the lender she only refunded $349 and said the dealership needs to refun the rest. CARS Protection Plus, Western Funding, nor the dealership has resolved my balance owed after canceling this warranty on July 12th. They refuse to pay back my money.Business response
08/19/2024
August 19, 2024
RE: 2013 HYUNDAI ELANTRA GLS
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:
As previously explained to the customer by both CARS and her lender, the remaining portion of the refund due for the cancellation of her Vehicle Service Contract is due from the selling car dealership.
Upon receipt of the customer’s BBB Complaint, CARS contacted the selling car dealership on her behalf and the selling car dealership informed CARS that they had already contacted the customer’s lender and resolved the situation.
If the selling car dealership has not yet contacted the customer’s lender and arranged to provide their portion of the refund due, please have the customer contact CARS directly by calling 888.335.6838 or via email at [email protected].
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
laCustomer response
08/19/2024
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.
The dealership is not responding to any emails their company has been cc in. When called the dealership he explained to me he is not responsible for returning monies he never had and for me to contact Western Funding Inc and the warranty company.
Regards,
******** *****Business response
08/27/2024
August 27, 2024
RE: 2013 HYUNDAI ELANTRA GLS
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 additional BBB complaint and responds as follows:
Upon receipt of the customer’s additional BBB Complaint CARS again tried to contact the selling CAR dealership regarding their portion of the refund due for the cancellation of the customer’s Vehicle Service Contract. CARS did not receive a response; therefore, CARS has issued payment to the customer’s lender.
The attached letter was mailed via USPS yesterday along with a check.
Sincerely,
The Customer Care Department
la
AttachmentCustomer response
08/29/2024
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.
Nothing has been resolved. The lender has not received the payment.
Regards,
******** *****
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Contact Information
4350 Northern Pike Ste 143
Monroeville, PA 15146-2840
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Get a QuoteCustomer Complaints Summary
136 total complaints in the last 3 years.
35 complaints closed in the last 12 months.