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Business Profile

Warranty Plans

Product Protection Plus, Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Warranty Plans.

Complaints

Customer Complaints Summary

  • 24 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/15/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 warranty on a **** washer ( bought in Oct 2021), I purchased a 4 year extended warranty, after calling the company ( Mattress Factory-*********** In), they gave me the number ************ to call for service, they say on their recording that their business hours are 8-5 M-F.....8-1 Sat, I have left my name and phone # for 3 straight days, and cannot reach anyone, and have not received a return call, I just want the service I paid for, my # is ************....My Name is ***********************

    Business Response

    Date: 02/16/2023

    Product Protection Plus will be reaching out in 24 to 48 business hours. Our best contact is *******************************

    Customer Answer

    Date: 02/16/2023

     
    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.

    Sincerely,

    *******************************

  • Initial Complaint

    Date:02/02/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 can not get them to answer a phone. They want to email. I purchased a stove a year ago. The warenty is through them. I have been with out a stove now for four weeks. They had a company to look at it. They came today put on the part. That was not the problem. So they think it is this other part. Which will take two week for them to get. i have sent production protection emails no reply. I call just get the answering machine. Have not returned my calls. I want my stove replaced. What can I do?

    Business Response

    Date: 02/03/2023

    We are following up with the service provider and seeing what else was needed or ordered to give an update to the customer. 

    Customer Answer

    Date: 02/03/2023

     
    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.

    Sincerely,

    ***********************

  • Initial Complaint

    Date:01/23/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 have a warranty for my appliance with this company. I have attempted to email (3 times) and I have left 4 voicemails. I have not received any response. The store where I bought my appliance says I have coverage and I must seek help through this company. They do not answer the phone and do not respond to massages.

    Business Response

    Date: 02/03/2023

    We will be reaching out to the customer today. It looks like the processes to find a service provider has begun. 

    Customer Answer

    Date: 02/03/2023

     
    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.

    Sincerely,

    *****************************

    Customer Answer

    Date: 02/24/2023

     
    Complaint: 18884903

    I am rejecting this response because:  I have tried to have my warranty honored by this company, its been over 30 days, I have left 10 voicemails, on 2 different numbers and I have never received a call back- My refrigerator is broken and under warranty and this company is refusing to honor the contract I verified I have with the seller where I purchased the appliance

    Sincerely,

    *****************************

    Business Response

    Date: 02/24/2023

    The customers have been updated on the status from the Service Provider. The unit was diagnosed and parts were ordered. We received a follow up for the *************** and the customer is scheduled to complete the repair. We have to wait to get the follwing information for the *************** before informing the customer. 

    Customer Answer

    Date: 02/24/2023

     
    Complaint: ********

    I am rejecting this response because: I was lied to about the service. I was told by this warranty company the part i need to fix my fridge was in stock and available, (see attachment)  I was also told ********************* had scheduled a time to come repair my appliance, but when i spoke to ********************* today I was told the part is on back order and this appliance is highly defective hence the back order of the part. The time frame given was 6 to 12 weeks minimum. I been trying to get my warranty service since 1/25 ( see case ********) I have lost hundreds of dollars in food, I have been with out a fridge for weeks, none of my emails to your company are addressed until I filed with BBB, I was lied to in text from your company I have attached screenshot- I am looking to take legal action if I can not get a replace unit because your company can not fulfill the warranty I purchased in a reasonable amount of time. I am also prepared to fill all my social media outlets with screenshots and emails documenting this experience. I am requesting a replace refrigerator as the warranty can not be fulfilled in a reasonable time. I can not wait 12 weeks for a working appliance when I have paid for a warranty. I am requesting a response from owner. 

    Sincerely,

    *****************************

  • Initial Complaint

    Date:01/20/2023

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 8/12/20 we purchased a GE washer from Appliance Factory in *********** *******. They sold ** and extended warranty which was to start when the manufacturer warranty ended. It was stated that it would repair it and if they couldn't repair it they would replace it. Our manufacturer warranty expired on 8/03/21. On Dec 18 2022 our washer quit. After several weeks they finally got a service guy out and figured out the problem. They service company submitted the paperwork to them and and they said that it was more then they paid for repairs. After another week they sent me an email and said the my unit looses value every day it is in my home and with the deprecation my washer was only worth $480.00. The unit we bought was $989.99. They said at this time there was nothing at any of the Appliance Factory stores that was in the price range so they would be issuing me a store credit. I spoke with the store and they have never heard of that policy before and agreed it did not sound right. They did tell me they thought they changed warranty companies. They suggested that I have a long conversation with them. I have tried reaching back out to them but they have not answered my calls or emails. They sold me an extended warranty that they had no intentions of ever honoring and are probably still selling. I priced the parts that the repairman thought was the problem. I could buy them for $136.42. Not sure what the service call would have been.

    Business Response

    Date: 01/31/2023

    Buy outs information is stated in the terms & conditions on Product Protections Plus website ********************************************* a buy is given when repairs exceed the value of the unit is calculated on a basis on how long the customer has had it in there possession on a yearly basis when a policy is active. All retail stores who sell the policy are educated on this. Material is given out through the retail stores as well.

    Customer Answer

    Date: 02/06/2023

     
    Complaint: 18870974

    I am rejecting this response because: The warranty they sold me starts to deprecating my machine as soon as I buy it. So after my factory warranty expired my machine had already deprecated so they were never going to fix or replace anything. The employees some had been there over three years had never heard of that on this warranty. Appliance Factory contacted me on Jan 24th to offer me the store credit or a refund on the warranty. I chose the refund for the warranty. She told me she would have to check into the process of doing that and would get back to me. Have not heard anything since. I spoke to her about the employees not knowing about the warranty and was told that they would be conducting a training secession to inform them. I have got the repair scheduled and the cost for that was $250.00. They need to follow thru and refund me the warranty like they said they would do.

    Sincerely,

    *************************************

Product Protection Plus, Inc is NOT a BBB Accredited Business.

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