ComplaintsforTotal Care Auto Powered by Landcar

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sold my Jeep grand Cherokee in March and I am supposed to be getting a refund on the warranty of $3200. I was told it takes 6 to 8 weeks then I was told that they had already processed processed it now I’m told that the company system was hacked, so there was no no timeframe on when they would be issuing me my refund check. I have called a number of times with the same results, I’ve even asked them if they could just direct deposit the money into my account. I was told no that they have to write out an issue a check so my complaint is is that I purchase something was supposed to be refunded the remainder of it because I had sold my vehicle so I was not using the warranty when I purchased. It did not take 6 to 8 weeks to take the money out of my bank account and I did not tell them my system got hacked so I did not know when I was going to be able to pay for the item that I purchased so my question is is why is it OK for this company to tell me that they do not have a timeframe that they can tell me when I’m going to be getting my refund , and why is it OK for this company to sit on my money that they should be issuing back to me? The gentleman by the name of Hunter that I have been speaking to is extremely rude when i call.

  Business response

  07/08/2024

  The refund was sent on 7/5. We do apologize for the delay. If you have any further questions please reach out to me. 

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We paid for a 3 year/36,000 mile extended warranty on our vehicle. There is some maintenance that needs to be done, but LandCar is unwilling to pay because I don't have receipts from previous oil changes. This was not communicated beforehand that these would be needed for future claims. Landcar needs to pay the claim. I paid for the policy, they need to pay the claim.

  Business response

  06/03/2024

  The claim for these repairs have been authorized. Any questions can be directed to our claims manager **** at ************. 

  Customer response

  06/03/2024

   
  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. Total Care Auto proceeded with paying for the repairs last week. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My car was totaled in an accident and insurance had paid off the car with a small balance left of $516, yet gap only wants to pay $83. I have paid $800 towards the insurance and they can’t even pay a fraction of that.

  Business response

  05/14/2024

  On February 2, 2021, ***** ***** ******* signed the GAP Addendum. The “GAP Agreement” section states, “Subject to the full terms, conditions, and exclusions set forth on this GAP Addendum, in the event of a Constructive Total Loss to the Covered Vehicle, We agree to waive Our rights against You for the GAP Amount.”  It also states " BY YOUR SIGNATURE BELOW, YOU ACKNOWLEDGE AND AGREE THAT YOUR ACCEPTANCE OF THIS GAP ADDENDUM IS VOLUNTARY AND IS NOT A CONDITION PRECEDENT TO, OR A CONSIDERATION REQUIRED TO OBTAIN CREDIT. YOU ALSO ACKNOWLEDGE THAT YOU HAVE READ AND UNDERSTAND THIS GAP ADDENDUM AND ITS PROVISIONS AND THAT NO OTHER VERBAL REPRESENTATION HAVE BEEN MADE TO YOU THAT DIFFER FROM THESE WRITTEN PROVISIONS.”  Please see the attached GAP Addendum GAP-VW7756150.
  As noted above, conditions to the GAP Addendum may apply (as it did in this case). The GAP does not provide coverage “If the Primary Carrier Constructive Total Loss Settlement or the ACV is greater than or equal to the Net Payoff, no waiver of debt will be made under this GAP Addendum.”
  Under “DEFINITIONS”,  “NET PAYOFF. Your outstanding balance as of the Date of Loss. The Net Payoff will not include any amounts for currently due and unpaid monthly charges, unearned finance charges/interest or lease charges, charges arising from Your failure to perform any term or condition of the finance or lease contract, any fees or amounts charged in connection with early termination of the finance or lease contract, or other amounts received and applied against your finance or lease contract balance after the date of loss such as a refund of unearned credit insurance premiums or refunds on service contracts or prepaid maintenance contracts.”
  
  Please see an explanation of how the conditions of the GAP Addendum applies to ***** ***** ******* below:
  
  Net Payoff/Balance of Auto Loan as of Date of Loss (4/2/24) when all the payment  
  are paid on time and in full per the terms of The Financing Contract…………………….   $15,395.10
  The Insurance Check Amount……………………………………………………………………….  - $15,620.24
  
  The customer also had the pro-rated refund amount for his Key Replacement Contract applied to his auto loan for $80.25.
  
  If all the auto loan payments were paid on time and in full per the terms of the Financing Contract and GAP Addendum Contract, the Insurance Settlement Check would have satisfied the auto loan in full, therefore there is no waiver amount for GAP to pay.
  
  GAP’s decision that no payment will be made under this GAP Addendum remains the same. Therefore, GAP denies paying the disputed amount of $800.

  Customer response

  05/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  My remaining balance as of 4/2/24 was of $16,392 with Volkswagen Credit
  Even after cancelling the remaining amount of warranty which is $254.86. There is still a remaining balance of $16,137.14
  I have a balance with Volkswagen of $517. This is what GAP insurance is for and you guys don't want to pay. I would like for this balance to be paid, if not I will go to the attorney general and report this with all the paperwork I have and screenshots of numbers to justify my information.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I bought a car plan. Paid just under $4k. Car brakes I send to ******************************************** ******, **. TCC said send it to closes ************ dealer. They lets set on there lot for 3 weeks did nothing. Then they send it to ******************. It sat there for 3weeks. While all three groups LHM ,TCC , MBD, they pointed the fingers at each other. I asked every group for help. So I end up having to pay MBD $516 to get my car back..They told it was the fuel. Pump. I already knew that I own OBD tool $516 down the drain. Towed the vehicle to my house.aka shop . I was able to make the repairs in 4.5 hour like the book said it would. I would not recommend this product to anyone especially if you cant do the work your self.

  Business response

  01/31/2024

  The customer contacted TCA several times about his 2013 GL-Class, starting on 12/11/2023 and the last call was on 1/17/2024. It was towed to ********* Jeep, and they were unable to diagnose the issue, On December 27th TCA towed the vehicle to ************.  TCA never received a call from *********************** with a diagnosis or an estimate for repair. We have not control of the workload or time it takes for the dealerships to diagnosis vehicles.  On two occasions, once on 1/10/2024 and 1/17/2024. TCA reached out to **** at ************** at *********************** and left a message and TCA did not get a call back either time.
  When the customer would call in, we explained that we were waiting for a call back from the MB dealership and TCA does not diagnose or repair the vehicle we simply authorize and pay claims when they are presented to us.
  TCA did not hold up the diagnosis or the repair on this claim we were never contacted for a repair by the repair facility.

  Further questions can be directed to our Claims Manager **** at ************

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this gap insurance at the time I bought my car on 03/16/2018. First I had issues with them because they let the dealership (Larry H Miller Nissan) cancel out my gap insurance, after so many complaints they reinstated it. I've also been in a car accident and my car was totaled out. Geico adjuster paid $5,529.74 towards my loan with Regional Acceptance Corporation. I filed a claim with the gap insurance (Total Care Auto) they denied my claim, their explanation makes absolutely no sense. This was supposed to be a guaranteed auto protection gap insurance. That's also what the paperwork that I've attached states at the top. I would like them to pay off what's left as that is the reason for doing business with them, and that is what they are supposed to cover in the event of a car accident.

  Business response

  12/08/2023

  The reason why there was no payment made to this GAP claim was due to 6 missed payments and late fees. Per the terms of the contract we will only pay for 2 missed payments and we don't cover late fees. I have attached a copy of the GAP letter that was sent along with a copy of the payment history. You may also reach out to our GAP department at ###-###-#### with any further questions regarding this claim. 

  Customer response

  12/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: It shouldn't matter what I've missed in the past for the last year or two, I have been paying more than just my car payment, if you look at the bottom pages it shows all the payments I've made that were over the amount due, I was trying to pay it off sooner and get ahead. And most of the missed payments were due to COVID. The reasoning behind the denial is nonsense, and you're using something ridiculous to get out of paying anything. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was upsold a Total Care Vehicle Service Contract and Maintenance Services by Larry H. Miller Chrysler Jeep Dodge Bountiful on 9/20/22. I took my car to there for service 10 Nov 2023, at which time additional services were recommended totaling $1,440.94. I was not given pricing beforehand and was not told Total Care did not cover them. My research suggests the dealer gouges prices, and all attempts to resolve this have failed. The services include $361 to replace sparkplugs, $105 for cabin filter replacement, $294.70 to replace differential oil, and $382.50 for fuel injector service. You apparently cover some lubricants and filters, but exclude mine. Now I will not return to the dealer normal service and repair due to price gouging and fear of retaliation for reporting and cannot therefore make further claims for coverage by your company which would likely be denied, I am seeking a full or partial refund of normal and maintenance services.

  Business response

  12/01/2023

  Unfortunately we are unable to reimburse you for items that are not covered by the contract. If you with to cancel your contract for a prorated refund you are able to do so by completing the attached form and sending it in to our office. If you would like to discuss the cancellation or have any questions regarding the cancellation please reach out to our team directly at ###-###-####. You can also email the completed form to ************************

   

  Customer response

  12/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Covered contents include filters, lubricants, and fuel system, but  exclude sparkplug replacement ($361), fuel induction service ($382,50), cabin air filter replacement ($105), and differential oil replacement ($294.70).
  I may go through your procedure to request a prorated refund, but I'm not confident your response will be acceptable. I have questions about the conflict of interest of Asbury Automotive Group ownership of Total Care Auto.
  Asbury upsold your products, and I will never get coverage since I will not deal with the dealership in light of it's upselling, price gouging, and misrepresentations.
  Sincerely,
  
  ***** ******

  Business response

  12/04/2023

  We have attached copies of the customers service contract and maintenance which states what is and what isn't covered by the contract.

  TCA considers this matter closed. If you would like to discuss the cancellation or have any questions regarding the cancellation please reach out to our team directly at ###-###-####. You can also email the completed form to ***********************. You may also contact our claims department directly at ###-###-#### to discuss coverage questions. 

   

   

  Customer response

  12/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  It may not be actionable, but it is deceptive for a dealership group to own Total Care Auto and promote its warranties as 3rd-party.

  The dealership sold Total Care Auto warranties in an amount $3,671. That's upselling and price gouging.

  I have applied for refund of the remaining warranty.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  01/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company fails to stand by the warranty purchased as the car is having a problem customer number **************************** submitted by ****** ******* *************** ****

  Business response

  01/10/2022

  The issue was handled directly with the consumer. Should he have any further questions, he can call TCA at ************* to discuss.

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a Total Care Auto extended warranty from Larry H. Miller for my 2011 BMW X5 35d. During the term of the warranty, a turbo in my car went out and was covered by the warranty. But, now the vehicle is in maintenance again and I am being told by Total Care that they will not cover anything due to it being an emission issue. When BMW looks up the part # the nomenclature comes back as "Transfer Pump", which clearly states in the brochure at purchase is covered. However, when Total Care looks up the part number the nomenclature comes back as "Diesel Emission Fluid Transfer Pump" which is not not covered because it is emissions related. It seem rather shady that the information that is given to the customer and non-mechanics to purchase this warranty would state that "Transfer Pump" is covered, and BMW says that "Transfer Pump" is needed, but because the nomenclature provided by the warranty company is different, the customer is stuck holding the bill.

  Business response

  08/18/2021

  ******, I have reviewed the information you provided and sent this over to the TCA claims manager to investigate. At this time, the TCA claims department has agreed to process your service claim. Please reach out if you have additional questions.

   

  Best,

*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. ↩