Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am elderly and was scammed by this company. They took out multiple payments each month without me knowing. I would send a check and they would still take out the card payment (without adding to my total or giving it back). I called to cancel and was told they would cancel and refund me my money (after trying to talk me into staying of course). They have not given me a single refund and I sent all paperwork to them that was required, including the made-up documents needed notarized (Odometer Statement). I have pictures and copies of all documents I sent through mail on March 17,2023. It has now been three months with nothing. It is sad they seem to be taking advantage of the elderly passed on other complaints. Contract # CDA10053791

  Business Response

  Date: 06/29/2023

  Please see attached response.

• Initial Complaint

  Date:12/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My younger sister has intellectual challenges but generally is able to live a reasonable life with a part time job and her TV shows and puzzles. On my last visit I saw a charge on her credit card for $349. She assumed it was supposed to be there but had no idea why. A little searching uncovered a total of $4085 in charges since January 2022. Most were to Paylink Vehicle Plan, the firm collecting the money, with one payment of $595 in January 2022 to US Car Protection, all for a policy that she did not recognize or have paperwork for. My sister and I started with a call to Paylink which led us to calling US Car Protection. The employee, ********, tried hard to have us keep the policy, saying we wouldnt have to pay the remaining 2 payments of $349. I explained that the value of her 2012 ****** Sentra was worth hardly more than the policy, that we didnt want. After much more talk about back-up cameras (car doesnt have one) and other scare tactics about repair costs, we finally got some traction. The policy would be cancelled provided we completed a cancellation request form and get a notarized odometer statement, which really seems to be one more hurdle. When asked if my sister would get back all her **************************** responded no but she would get some. We asked how much and the answer was probably more than 3, which we assumed was more than $3000. Pretty expensive learning for a woman who was clearly deceived and taken advantage of already. There have been no claims as there never was a policy that we could find, and had I not reviewed her statement, she likely would have been out nearly $4800 total and never understood why. The games on the phone with ******** were frustrating and the heartless attitude towards a product we never needed nor wanted was depressing. My sister is a grocery bagger. Our deceased parents set her up with a modest trust fund to help her as she ages and she certainly cannot afford to lose this kind of money. A full refund is due!

  Business Response

  Date: 01/11/2023

  Upon receipt of Complaint No. ********, US Car Protection reached out to the Contract Holder.Please be assured that we have resolved this matter and have communicated directly with the customer. Due to privacy concerns, we are unable to provide you with any additional details on this matter.
  
  We thank you for taking the time and effort to bring this issue to our attention. If we can be of further assistance, please contact US Car Protection at ************.

  Consumer Support Team

  Customer Answer

  Date: 01/20/2023

  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

  Date:11/08/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract with US Car Protection, who farm payments to their company through PayLink Direct of ********. In September I signed up for a monthly automatic payment to Pay Link Direct. All went well in October. However, in November Pay Link is charging me a $32 penalty for late payment, saying that they cannot access my bank account. My bank account has not changed. Other automatic payments, such as to my insurance company, have gone forth with no problem. I suspect fraud. It may be prudent to cancel with US Car Protection altogether, but I am reporting was seems incompetence, at best.

  Business Response

  Date: 11/15/2022

  The issue with payment was not fraud as ****************** alleges but a misunderstanding regarding the payment method.

  
  US Car Protection encourages customers to contact us with any issues or questions regarding payments or a pending claim. On November 8, 2022,****************** did contact US Car Protection **************** to inquire about the issue. After a discussion with ******************, US Car Protection was able to resolve the issue. US Car Protection waived the Insufficient Funds fee, all late fees associated with his account and discounted the remaining amount due on the contract. Subsequently, Mr. ****************** submitted a payment to pay the contract in full.

  
  We appreciate Mr. ****************** making us aware of the issue and are glad that we could amicably resolve this matter. If there are any issues in the future, we would encourage ****************** to reach out directly to our **************** Department and they will be happy to help.

  Consumer Support Team

  Customer Answer

  Date: 11/16/2022

  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

  Date:07/08/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 2nd 2022, My Sonic Chevrolet started having shaking issues while idle. I have a warranty on it from U.S. Car Protection thats good until 06/09/2026 with a $100 deductible. After taking the car in, the dealership contacted U.S Car Protection and were told they were not going to honor the full deductible until an inspector came out after the car was taken apart to see that the issue was from either build up, or a mechanical issue that was not from my own doing. After finding a carbon clog, the dealership contacted U.S. Car protection because this should be covered and they just needed an inspector to come out. U.S. Car Protection decided they are not going to cover this and Ive now been left wit ha $3270 **** on repairs that I should have a warranty for. I called U.S. Car Protection and they told me theres nothing they can do and I just need to pay the **** myself. I dont understand what good their warranty is if it covers nothing and leaves you with thousands of dollars in payments. This company shouldnt be able to conduct business this way and leave customers with the surprise that they will need to be in debt with their protection.

  Business Response

  Date: 07/20/2022

  See attached response.

  Customer Answer

  Date: 07/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution isn't really satisfactory, but I accept it.  I do see that this warranty is set ** in a way that it will help me with nearly nothing that *** happen with this car.  I didn't expect a lot of help and it seems my expectations where barely met.

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

• Initial Complaint

  Date:06/08/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My elderly 87 year old mother was taken advantage of my scare tactics about warranty on her car and insurance. Yes, my mother has a car but no insurance or license. I have tried to cancel for her but the gentleman said it was not possible. I want my mother's money refunded for the last 2 months. I am also reporting to the bank as fraud.

  Business Response

  Date: 06/09/2022

  ************,

  
  In order to assist you with the cancellation and refund of the contract we will need more information to identify the contract holder such as a contract number or the last 8 digits of her vehicle's VIN number. 

  Customer Answer

  Date: 06/09/2022

  Complaint: ********
  
  
  I am rejecting this response because: they want the contract number and I have no desire to deal with them. I have tried. Below is the contract number CDA 10052428.
  
  
  Regards,
  
  
  *******************

  Business Response

  Date: 06/15/2022

  ************,
  
  Per your June 8, 2022 request, Contract No. CDA10052428 was cancelled. A refund has been processed for the full amount that was paid towards the contract at the time of the cancellation. The check was mailed out on June 14,2022.  If you have additional questions regarding the refund and/or the check, you can contact the company at ************.