Complaints

This profile includes complaints for Vehicle Protection Specialists LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vehicle Protection Specialists LLC

  6789 Quail Hill Pkwy # 720 Irvine, CA 92603-4233

  
• 

  Vehicle Protection Specialists LLC

  16490 Bake Pkwy # 200 Irvine, CA 92618-4665

  

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:02/27/2023

  Type:Service or Repair 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 purchased an extended car warranty for ******* on June 06, 2018. My plan term is 60 months or ****** miles. My plan service contract number is SAM250014. My car was totalled by another driver on August 20, 2022. I initated a cancellation for a pro-rated refund, because I am the owner of the vehicle. I was informed in February that they owe me no monies after I have been trying to contact them since August. This is a direct breech of the contract I entered into with them. I would like my pro-rated reimbursement on my extended car warranty.

  

  Business Response

  Date: 03/02/2023

  CS has reviewed customer response. CS has refunded a pro rated refund due in the amount of $309.92 (pro-rated amount). No further action is required at this time.

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair 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.

  On 2/2 I noticed a $200 difference in what I expected my checking account balance to be, and, what my bank showed. I talked to my bank and found out that there was a $200 charge I knew nothing about from comany called "Walco." Called the number given to me by my bank for this company, found out that they are a billing service, that the $200 charge was for an extended car warranty from Vehicle Protection Specialists. That I needed to talk to that company about getting a refund for a warranty I knew nothing about, had not signed up for.Since then I have phoned this company several times. I reach the "customer **********************" **********************, who take my information, and, say that it will be forwarded to the "billing department," who is supposed to cal me back.In all my attempts in calling this company, only once has it appeared that they have called back. I missed that call, and, the 15 second voice mail that **** left, didn't identify who was calling, why they were calling. All it said was "sorry we couldn't assist you more, for further help call back at the toll free number." That leads back to their "customer sevice," and, the process begins again, waiting for the "billing" people to call back, which they never do.

  

  Business Response

  Date: 02/17/2023

  CS has reviewed customer complaint and has cancelled out the customer and refunded the cc on file. No further action is required at this time.

• Initial Complaint

  Date:01/18/2023

  Type:Order 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 continue to receive phone calls from this company even after I have informed multiple agents that I wish to be removed from their calling list. I would like them to stop calling. I was under the impression that if I asked, they will cease calling me.

  

  Business Response

  Date: 01/26/2023

  CS has reviewed consumer complaint. VPS does not call anyone for marketing. The consumer has been mistaken. No further action is required at this time.

• Initial Complaint

  Date:01/11/2023

  Type:Order 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.

  Description of Complaint:Details of the Problem Date of transaction: March 30,2020 The amount of money I paid the business: $4,344.00 What the business committed to provide me: Platinum Deluxe Service promised to provide repair for the breakdown, wear and tear and mechanical failure of ALL of my vehicle part(s) or components ,including seals and gaskets. The exception is with the part labelled "V" . Exclusions-Not covered, less Your Deductible, in accordance with the terms and conditions of the contract. What is the nature of the dispute: I am seeking restitution in the form of a refund, because the did not honor their contract to provide compensation to its loyal customer. Whether are not the business has tried to resolve the problem: Attempts to reach an administrator with this company has been unsuccessful. I talked with a representative of this company and they told me to write a letter and have the letter notarized and I complied. I called back and they (representative)told me that I needed to write another letter including my car mileage and I wrote a second letter and sent it certified. Well, to this day I have not received compensation from this company. I have repeatedly ask someone to call me back with the status of my refund. One representative said the check is in the mail. My letter was sent in August 2022. Account tracking number: CGC22916866 Desired Settlement:Refund

  

  Business Response

  Date: 01/12/2023

  CS reviewed customer complaint. This complaint was resolved last week. The customer should have received the refund in the mail now. If not it should be any day. No further action is required from either party at this time.

• Initial Complaint

  Date:01/05/2023

  Type:Order 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.

  Details of the Transaction:Date of the transaction: 03/30/20 The amount of money I paid this company: $4,344.00 What the business committed to provide for me: They stated in the contract that i will receive the Platinum Delux service which included vehicle protection, breakdown mechanical failure, breakdown of ALL of your vehicle's parts or components, including seals and gaskets.What the nature of the dispute is: *********** did not honor the contract. My contract has been paid in full and when my air conditioner went out on my vehicle they did not pay for the services. Whether the company tried to resolve the problem. When I called the company and wrote a letter with my contract number#CGC22916866 and included my name cell number address and reason for my concern, they told me to send a letter notarized with the above information and they would contact me. I have made repeated calls to this company and I talked to a company representative who said to send another letter with my mileage information. As of today I have not receive a letter, check or call. The letter was written in August and one company representative told me your check is in the mail, However I have not received anything from them. All attempts to reach the company by phone and email has been unsuccessful.

  

  Business Response

  Date: 01/06/2023

  CS has reviewed customer complaint. This customer is owed a refund of $1952.40. This customer will be refunded via check to the address on file. No further action is required at this time.
  
  
  

• Initial Complaint

  Date:12/01/2022

  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.

  This business is a scam and trying to keep my money. I cancelled a policy before it even started, I was told to wait til a contract number come through the mail. I waited til it came and been calling for a month straight to get refunded my money. The answering services always say someone will call back within the hour they never do, then I call the direct number for my sales rep, and she never answers, I've left several voice messages and never received a call back. It's always the same script someone will call within the hour that's only true up until you get your policy with a policy number.

  

  Business Response

  Date: 12/09/2022

  This customer has been cancelled and refunded per request. No further action is required at this time.

  Customer Answer

  Date: 12/09/2022

  I talked to the business but I still have not received a refund they told me they would process my refund and still havent he said 3-5 business days its been a week

  

  Business Response

  Date: 12/10/2022

  CS has reviewed the second complaint by this customer. This is not a valid complaint. The refund has been issued. The money has been returned it just takes a little time to process. No further action is required at this time.

  Customer Answer

  Date: 12/15/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  The complaint was valid they just refunded my money a few days ago I appreciate the bbb so much thank you. 
  Regards,
  
  Tequila *****
  
   
  

• Initial Complaint

  Date:11/03/2022

  Type:Billing 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.

  On 06/13/2019 we bought a 48 month contract for $2,505.00. 11/22/2021 we sold our car and began to call he company to start the process of canceling the contract. we sent the notarized Odometer to them by way of faxing. After a few weeks we called to ask when we would get our refund. they told us they never received the Notarized Odometer reading. I told them I sent it by fax and have the paper to prove that I faxed it. I was told they didn't have a fax machine, But the person there gave me the fax number. So I sent it by certified letter which was signed by an employee that they received it. I called several times after that and sent them a letter that they requested. They gave me an address but told me the zip code I had was wrong so I went to the post office to mail the letter the employee there told me it was the wrong zip code, so we changed it back to the correct one. After a few weeks our daughter called them to see about getting our refund. They told her they needed a power of attorney, to be able to talk to her, so we got that for them as well and sent it to them. Still no refund and we NEVER had any claims. At one time they returned our call and told us we had to wait 11 weeks because now it was in the processing department. We waited and called back we were assured we would get it within the next week. We called a couple of times since. One lady said she would call the processing department and see what the hold up was, and that she would call us in the afternoon. I asked are you sure you will call us. She got very rude and said " I told you I would call you didn't you hear me" She never called us. To this day, just about a year later, still no refund and now they won't return our calls. We have jumped through hoops, have done everything that they asked us to do and have been very patient waiting. We just want our pro-rated refund. Thank you ***************************

  

  Business Response

  Date: 10/31/2022

  Good morning,

  I tried to look into this claim but was unable to locate the file. I searched our system for the policy #MEQEEZX207512 which does not look like one of our contract numbers. I also tried to use the Vin# and name. I also tried to search using the phone number that was listed on the jpeg attachments. This is not one of our accounts. 

  Customer Answer

  Date: 10/31/2022

  Complaint: 18327791
  
  I am rejecting this response because:   I have all the information including the contract booklet.  Are you affiliated with Vehicle Service Center in ******, **********????
  
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/07/2022

  CS has reviewed this customer complaint. CS has calculated a pro-rated refund of $623.90. This will be sent out today via check overnight. No further action is required at this time.

   

   

  Customer Answer

  Date: 11/08/2022

  WE REJECT THIS RESPONSE BECAUSE WE WAITED ALL DAY TODAY 11/08/2022 FOR THE OVERNIGHT REFUND TO BE DELIVERED AS NOTED THAT IT WOULD BE, BUT NOTHING CAME IN THE MAIL.  WE CANNOT ACCEPT THIS OFFER FOR THE REFUND UNTIL THE MONEY IS DELIVERED.

  THANK YOU   ******* AND *********************

  

  Business Response

  Date: 11/09/2022

  CS has reviewed customer complaint. This refund has been sent. Customer has at least a week to respond to BBB. CS urges the customer to wait for the refund which was indeed overnighted to the address on file.

  Customer Answer

  Date: 11/17/2022

  HELLO,

   I do not accept this response because it said for us to wait at least 5-7 days since they had indeed sent ** the check by way of overnight mail.  It's been way over 7 days and still no check.  We have been told for a year now that the check was in the mail, but again we have never received any check for the refund due to us.

  Thank you

  ******* and *********************

• Initial Complaint

  Date:08/17/2022

  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 traded in the ***** Trax that this contract MERXD210414 is for. It's valid until 03/12/2025 so I should receive a pro-rated refund. I called the company three times and left a message with my contract number and that I request to cancel it and received a refund each time. 07/28/2022 12:35 pm est. 08/02/2022 9:45 am est. and 08/08/2022 1:50 pm est. On the last call I asked the answering service if there's another way to contact the company because I haven't received a call back. She said she here's the same complaint everyday and provided me the the company email address. I then emailed the company on 08/10/2022. Email image attached along with an image of the contract details. From reading information on your site this company is not easy to reach. Can you please assist in getting me the refund due to me? Thank you.

  

  Business Response

  Date: 08/17/2022

  CS has reviewed customer complaint. CS needs cancel letter in order to refund. CS still have not received the cancel letter.