ComplaintsforApex Protection Plan

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2018 **** F-150 from Tomball Dodge on 3/21/24 with an Apex Gold Protection Plan. VIN# for the truck is *****************. The hood hasn't been open on that truck since I bought it. The truck broke down on the way to work on 5/21. I had the vehicle towed to a dealership. They informed me that the engine was locking up and after talking to Apex, they proceeded to take the motor apart to determine the point of failure. After disassembling the motor, the dealership determined that this was a catastrophic failure of the motor but could not find any signs of improper maintenance. After the inspector from Apex came out, he determined that the cause of failure was low engine oil (only 2.5 quarts found in the motor). The only service that was done on the engine was an oil change at the dealership before I bought the truck. Now Apex is denying the claim and will not cover the replacement motor 3 months after I purchased it. This is borderline criminal behavior and is completely unacceptable. How would I have known the truck was losing oil? No warning lights, no indication that anything was wrong until the truck broke down. This is the entire reason that I got the warranty coverage on the truck before I bought it. This seems part of a larger issue where this 'warranty' company is denying clear cut claims in order to save on costs. I have already sent this story to the news along with other instances where **** has denied claims of others, scamming people who need this service the most. Will update when I receive a response back from the network.

  

  Business response

  06/26/2024

  I believe this matter is in the process of being resolved.  ********************** at ************ was able to complete additional tear down to the engine which provided a coverable cause of failure under the contract.  We are waiting on the repair estimate to be provided by the service department in order to finalize the claim.  We expect this to be fully resolved this week.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  July 18, 2023-All files were sent to APEX. August 8, 2023- Check #***** was created. August 22, 2023- Check was deposited into Chase *** August 23, 2023- Check was reversed from my account.I've been trying to deposit the check and still have not been able to. I've contacted ******************************* LLC, ************************************ but have not received any help besides a manager at Chase. The reason I have not been able to deposit the check is because the check is made payable to ****** only and so APEX needs to issue a new check, but APEX wants the original which was deposited into the *** but ***** provided a "LEGAL COPY" which according to *****, they have to accept the legal copy but APEX is rejecting this and is not resolving the issue. Now, ***** representative stated I can seek legal action against APEX for not accepting the LEGAL COPY. I've put ****** and APEX on the same line, and both concluded is up to APEX, I've had Chase and APEX on the same line and stated they would accept the legal copy but when sent to them, they rejected it. I have documents to back this up and I've been looking for some legal counselling.

  

  Business response

  10/24/2023

  There are several issues at play here:

  1. The check was made out to the lienholder as it should have been in a Debt Waiver claim.

  2. NMAC endorsed the check to ******************** (as shown on the back of the provided copy) and sent it to ******************** instead of depositing the check and issuing a new check from NMAC to ******************** as is normal practice in these situations.

  3. ******************** deposited the check into an ATM instead of taking it to a teller where he could explain the situation and show that NMAC endorsed the check over to *********************

  Now, in order to solve this situation, we need the "LEGAL COPY" of the check returned to our office and we can reissue a new check directly to *********************  As it states on the provided documents: "This is a LEGAL COPY of your check. You can use it the same way you would use the original check."  I would think ******************** could take this LEGAL COPY of the check into a Chase branch and get it deposited, but if ***** will not accommodate that request, we are more than happy to replace the LEGAL COPY with a new check (as soon as we receive the LEGAL COPY).  Otherwise, ******************** would have double payments in his possession.

   

  Please forward the LEGAL COPY of the check to:

  Apex Protection, ***** ATTN GAP Claims, **************************************************, ********, ** ***** along with the nest mailing address to tender the replacement check written directly to *********************

  Customer response

  10/24/2023

  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

  08/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Me and my spouse have been paying for our protection plan for 3 years, when we finally needed to use it they denied everything that our contract stated was covered. When the dealer put in our claim they used false reason that did not have anything to do with the issues at hand per the repair of the dealership l, also lied about statements made by the dealer to justify the denial. The representative of the dealership confirmed and was astonished by the blatant lie told by the company. While doing some digging on the company it turns out they've done this to every customer they've had. At this point we are seeking restitution and really feel this business should no longer exist they are criminals and rob customers of there money with false reasoning to breach there contracts.

  

  Business response

  08/11/2023

  Please provide your contract # or your VIN so we can locate your claim or at the very least the dealership where you purchased your contract.  I cannot find any claims in our system for "*******************************" so having a VIN or the contract # will help us identify the claim.  

   

  I do see that you are in ********** and I would like to note that we only sell our VSCs through new car dealerships in *****.  There is another company called ************************* that uses Apex in the description of their warranty coverage names, but they are not affiliated with us, Apex Protection, ***** in any way. 

   

  Please confirm your contract says Apex Protection Plan administered by Apex Protection, **** and, if it does not, please remove this complaint and file it against the correct company.

• Initial Complaint

  07/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i purhased a new2023 **** explorer from ******************* may5,2023. I was forced to buy GPS tracking service for $995 .I waited until car registration transfer to my name. I sent APEX e mail in 10 days to cancel my service and get my money back.I never activated the service. They told me they can not do it.I dont want GPS service in my SUV. I did not sign any paper stating that you can not cancel this transaction. Dealer did not install any GPS device on my SUV on the behalf of Apex.My Suv comes with factory install GPS device.I dont want to activate it.I dont want to use it.I want my money back>i paid $995 dollars. MY vin number *****************

  

  Business response

  07/05/2023

  I am sorry but you are incorrect in your statement.  An Apex Protect *** device was installed on your vehicle by ************ and it was transferred into your name.  Because the device is installed in the vehicle there are no refunds.  We are more than happy to terminate the device so it no longer reports if you would like, but that will not generate a refund of any kind.  You are more than welcome to discuss with the dealership to have the *** device removed from your vehicle and it will be up to them if they would like to give any kind of credit to you.

   

  BTW, this should have been filed under Apex Protect *** and not Apex Protection.  While they are related, they are separate companies.

  Customer response

  07/06/2023

  Complaint: 20277607
  
  I am rejecting this response because:There is no device install on my suv by dealer on your behalf. GPS device comes with my suv and install by factory. YOU provide tracking service.I dont want any tracking service from your company. I was forced to pay tracking service for your company that i dont want. This is a robbery, i did not activate your service.You can not keep my money because you did not provide me any service.The way this company does business is unethical
  
  Regards,
  
  **** ********

  

  Business response

  07/06/2023

  I am sorry but you are incorrect.  The dealer did have a *** device installed on your vehicle; the serial # is *****************.  We cannot help you with your request.  You need to be in contact with the dealer who sold you the *** device.

  Customer response

  07/06/2023

  Complaint: 20277607
  
  I am rejecting this response because:This business scamming customer. Dealer is selling this service in behalf of Apex. Let  say Dealer install the gps device.(they did not i will complain them to Attorney generals fraud division). Gps device sells between 10 to 100 dollars. They charged me $995 dollars for the tracking service Apex provides.I dont want APEX service.I want the money back for the tracking service they charged.Any company ,can not keep the money they are not providing any service to customer.Dealer is not providing the tracking service. APEX is providing the service.Dealer is selling the service in behalf of APEX.If you claiming dealer install the  gps device you deduct the cost of the *** device and return the rest of the money to me, Iwill deal with Dealer later.By the way  %80 percent of new cars comes with *** install by factory. You can pull the serial number from gps and claim you install it ,will not work.That is FRAUD
  

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

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 20, 2022, I was at ************* Dodge dealership and purchased a vehicle with multiple service contracts. Shortly after purchasing the vehicle, I refinanced the vehicle which saved me *********. The new lender offered me service contacts that cost me $500 compared to the $7000.00 with APEX. I attempted to cancel the service contracts and get refunds, but the service contract documents show that consumers only have 10 days from the date of purchase to cancel. The documents show they were last updated in 2016. In 2021, ***** passed a law for consumers (HB ****) effective Sept. 1, 2021, which provides consumers with the right to cancel service contracts for a full refund, without penalty within 31 days from signing. See ***** Occupations Code: Sec. *********. CANCELLATION BY SERVICE CONTRACT HOLDER; REFUND. Further, within that law, it states that if the dealer requires the consumer to finance with them exclusively, (which they pressured me to do) they are restricted from offering the service contracts to the consumer. I understand this is state law and requires a separate regulating body to investigate, but this is my experience. I have emails from APEX showing that they are knowingly and willfully violating the state consumer protection laws in order to protect their profits. They refused to refund me any portion of the ***** I paid. I am very concerned that this practice is not just impacting me, but the many other ***** Consumers.

  

  Business response

  06/22/2023

  I will be more than happy to look into your issue, but you may be confusing a service contract and a product warranty.  I am unable to open your attached files in the eml format.  Please forwarding those files as a pdf to ******************************* with BBB complaint and your last name in the subject line.

   

  I can assure you that our *************** Contract is cancellable at any time during the contract term with a full refund being given if requested within the first 30 days minus any claims paid and a prorated refund based on the greater of the miles or time used minus any claims paid and minus a $50 cancel fee.

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  was sold the gold package when i bought my 2015 rav 4 june 1 2021. took my vehicle to ****** of ****** for some issues thet was supposed to be covered under the warranty. one problem was electrical outlet that ****** traced the wiring to a bad fuse, electrical was supposed to be covered but i had to pay *****. the other was rear hatch shocks were making noise and would stop in the middle of opening the hatch sometimes. these motorized shocks were supposed to be covered under the warranty but of course they denied it. you pay for the warranty but all they do is deny everything.

  

  Business response

  05/19/2023

  Please reference your contract for the specific coverage language.  Gold coverage is a "stated component" coverage plan which in ******** terms means the part must be listed to be covered and if it is not listed it is not covered. 

  The contract lists Electrical coverage under Gold as:

  "ELECTRICAL: Alternator; starter motor; starter solenoid; starter drive; alternator voltage regulator; power window motor; power seat motor; wiper motors; distributor; manually operated switches; coil; horn relay; electronic ignition module; rear window defroster (except for physical damage); rear window heating relay; power door lock and actuator; convertible top motor; power antenna motor and mast drive cable; electronic fuel injection sensors, control unit and injectors; electronic transmission control module; gauges; stereo or audio equipment; cruise control components; sunroof motor; mirror motors; wiper washer pump and motor; combination entry system transmitters and receivers."

  In addition, #3 in the General Contract Exclusions states the contract does NOT cover the following:
  

  Normal maintenance items or parts normally designed to be serviced or replaced periodically during the life of Your Vehicle, such as, but not limited to: oil, coolant, fluids, lubricants, refrigerants, filters, (except when required in conjunction with a covered repair), spark plugs, spark plug wires, glow plugs, light bulbs, sealed beams, lenses, fuses, wiper blades and arms, battery and battery cable, drive belts, coolant and vacuum hoses, brake rotors, brake drums, brake pads and linings.

  Fuses are clearly listed as an excluded item.

  With regards to the complaint about the rattle of the shocks in the rear hatch, there are two exclusions that apply, #2 and #5:
  

  #2 excludes: "Any loss to Your Vehicles frame and chassis, exhaust system including the catalytic converter, transmission cooler lines and hoses, manual clutch release bearing, clutch pilot bushing or bearing, clutch disc and pressure plate, shock absorbers or MacPherson struts, wheels, wheel studs, convertible top and straps, window and door handles, cellular phones and video entertainment equipment (unless Factory installed). All fasteners, including, but not limited to: bolts, studs, nuts, pins, clips and retainers (except when required in conjunction with a covered repair)."

  and #5 excludes: "Repairs or adjustments to correct squeaks, rattles, water leaks or wind noise."

  As you can see, rattles are not a covered mechanical repair.  We take every step possible to ensure we adjudicate each claim to the letter of the contract.  Unfortunately, the failures noted in this claim were clearly not covered under the contract.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Extended warranty. This company does not honor the agreement. Breach of contract.

  

  Business response

  07/14/2023

  The lifter repair for over $2,000 was authorized on 3/24 and paid on 3/29 through Nando's Repair Shop.  The complaint should be removed.

  

  Business response

  07/14/2023

  The lifter repair for over $2,000 was authorized on 3/24 and paid on 3/29 through Nando's Repair Shop.  The complaint should be removed.

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/9/2022 i called apex to get roadside assistance i needed my tire changed. i got thru to a rep and was told id receive a text when someone would be in route to come help me. 5 min passes and i receive a text stating someone would be there to help in 60min about 55min pass and i get a phone call from a guy saying he had another job to do and that it would be another 2 hours till he could make it to me. i called apex back and spoke with a lady who said she would see about getting someone else just to be informed that if she canceled the first guy that couldn't get to me no sooner than two hours the wait might be longer. keep in mind I'm in the middle of a somewhat busy town the company I pay couldn't find me any help no sooner than 3 hours. I got to the point where I had to ask a stranger could I pay them to change my tire. I called apex back and talked to several rude employees that were completely no help what so ever. got transferred to claims and was told they don't do refunds for roadside and they didn't know why they told me to call them. everyone down to management was very unhelpful and unprofessional one manager told me I needed to speak with someone in roadside because that's who I had "BEEF" with. Hope im never actually stranded because who can i call on not apex who i pay. not to mention they also had they came out and helped me after i was on the side of the road for 2.5 hrs and i told them i had paid someone out of pocket to help me.

  

  Business response

  09/12/2022

  I am sorry for this inconvenience.  The roadside services are actually provided by a 3rd party vendor, not Apex directly.  Can you please email ******************************* with your information including the *** of your vehicle and your best contact information so I can research this event with our provider and get back to you?

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  When I bought a used car from ******* certified they told me I had to get apex they failed to tell me that it was almost 9K worth of add-ons to my loan and when Ive been trying to cancel literally EVERY add on that they offered they told me I had 10 days from the date to cancel when Ive been trying for the past 6 months to cancel everything now I have a used car with 7K-9K worth of negative equity that I cant refinance or trade In because they refused to cancel the rest of the add-ons when I had called apex they said in order to cancel everything the dealership would have to fill out a form to cancel the remaining stuff and submit it when I tried to go in I was told I had no idea what I was talking about I had never made an effort on canceling anything and I had rude attitudes to me my wife and my mother by 2 managers all about canceling some stuff so I can get rid of the car and Im not the first service member to be taken advantage of by this dealership or company

  

  Business response

  09/01/2022

  I will look into this matter on your behalf and will respond once I have all of the information from the dealership.

  Customer response

  09/01/2022

  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

  04/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought a new car, 2022 ******* Elantra (VIN: *****************), on 03/30/2022 and with the vehicle I had to buy an APEX PROTECT gps vehicle management service, which I don't need, I want to cancel it but when I call the apex line the only answer I get is that I can cancel this service and I can not get a refund. the cost for the service is $1899.I want to cancel this service and I want a refund because I will not be using it, I have been trying to cancel it since the first day but I have not been able to.The vin number of the car if : ***************** please let me know how can I find a solution to this issue.

  

  Business response

  04/05/2022

  You have filed a complaint against Apex Protection, **** and the product you are referring to is through Apex Protect GPS, LLC.  Sister companies, but still different. 

   

  I can tell you GPS is a telematics hardware device that is installed in your vehicle and, therefore, cannot just be cancelled and refunded.  You may contact your selling dealer to see if they would be willing to uninstall the device and give you some type of credit, but I would expect there would be a cost for the labor on that, as well.  

   

  Apex Protect can turn off your access to the device but that is all they are able to do.  Anything further would need to be discussed with your selling dealer.

*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. ↩