Complaints

This profile includes complaints for MPP Co. Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MPP Co. Inc.

  8500 Shawnee Mission Pkwy Merriam, KS 66202-2967

  
• 

  MPP Co. Inc.

  PO Box 634 Shawnee Msn, KS 66201-0634

  

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:06/05/2025

  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 have called and spoken with various employees about my policy since I traded in my car. Called to see if I had any money coming back to me. I was advised I had about 400 some due coming back so I was instructed to get the pay off letter so the check could be sent to be instead of the loan company. I submitted my payoff letter from ****, which was not sufficient as my initial loan on the contract was *********. I had refinanced at some point and they needed the pay off letter from the original bank that took the loan. So it took me about a week/ week and a half to call around and get this since I had to submit a request and wait for it. Hours on the phone between all these calls. I fin**** get all the info in, and I’m advised my refund is actu**** 900 some and I’m elated and I’m a single mom and this is great news to help me catch up on a few things
  We hang up and I’m told it could take about a month for my check. By this point, I’ve spoken with 4 or 5 reps from MPP about all my coverages and verified what would be coming back to me. Spent hours on the phone getting the info needed for my refund check. And making sure my info was all up to date and correct since I had moved so the check would go to the correct place.
  Today, I call to check on everything and see when check was issued. Maybe get a better date and I was told I wasn’t getting anything. Then 10 min later she says, oh, you’re getting 300 some but the check went to Santander. They’ll send it to you. ********* has none of my current info for one and two, I’ve spoken to 4 reps who have all helped me and no one said ANY of what the current rep was saying.
  I get a manager, n she asks me if I’ve ever dealt with somebody new? Cause what she was telling me was truth and the other 4 reps were incorrect. I told her that if I wasn’t getting a refund, why would I do the run around to get them all the info they requested? What would be the point? Wasted a full month of my time. When I get nothing now?

  Business Response

  Date: 06/16/2025

  June 13, 2025
  
  Better Business Bureau
  
  Re:        ******* *************
                ID
  ********
  
  Dear Sir/Madam,
  We are in receipt of your letter regarding
  the above referenced customer and ID.  In
  researching our information, we do show that on or about June 23, 2022, *** ******
  purchased a 2014 Mercedes Benz.  At the
  time of vehicle purchase, she also purchased a Club Plus Vehicle Service
  Agreement from our company for a term of 36 Months.  On April 18, 2025, *** ****** called our
  office to advise that she traded her vehicle back on April 14, 2025 and wanted
  to see if there was any refund on the Club Plus Vehicle Service Agreement.  Our representative took the information to
  calculate if any refund would be due. 
  The term of the Club Plus Vehicle Service Agreement was for 36 months
  and *** ****** had utilized approximately 34 months or 94% of the term
  life.  Addition****, when cancelled,
  there is a $50 cancellation fee and, minus any paid claims during the
  term.  *** ****** had a tire claim for
  $469.37 during the term.  The pro rated 6%
  of time remaining, less $50 cancellation fee and $469.37 paid claim left no
  refund remaining.  This information was
  relayed to *** ******.  *** ****** called
  later on the same day to inquire if the Club Plus Vehicle Service Agreement
  could be transferred to her new vehicle. 
  We advised that unfortunately, the coverage was not transferable from the
  vehicle to another vehicle.  We also reiterated
  at that time that no refund would be due on the cancellation of the Club Plus
  Vehicle Service Agreement. 
  
  In her complaint, *** ****** states
  she had talked to several people and was provided refund quotes that she would
  be receiving once processed.  During one
  of the telephone calls, one of our representatives noticed that she had an
  active GAP Debt Waiver Addendum in our system. 
  However, this was an error on our representative’s part without further
  investigation.  While *** ****** did
  purchase a GAP Debt Waiver Addendum at the time of vehicle sale, the remittance
  of that coverage was sent in twice in error by the selling dealership.  The dealer paid for the coverage twice while
  *** ****** only paid once and was funded in with her original loan
  contract.  When *** ****** refinanced her
  loan back in October 2024, one of the GAP Debt Waiver Addenda was canceled and
  the refund sent to her lienholder to apply to that balance or refund to the
  customer.  Unfortunately, our
  representative saw the active duplicate GAP Debt Waiver Addendum in our system
  and provided a cancellation quote on that even though *** ****** was not
  entitled to any additional refund on that coverage.  That GAP Debt Waiver Addendum was canceled
  and refund in the amount of $479.66 was sent to her lienholder of record.  While *** ****** is not entitled to any additional
  refund on her GAP Debt Waiver Addendum, the refund was received by Santander
  Finance and we are waiting to hear on the disposition of that refund from
  them. 
  
  We understand *** ******* frustration as our representatives did make an error on quoting a refund that did
  not apply.  We do sympathize with Ms. Grubb’s
  situation and do apologize for any inconvenience of Ms. Grubb’s time for our
  misquote.  There is no refund due on the
  Club Plus Vehicle Service Agreement. 
  There was no more refund due on the GAP Debt Waiver Addendum since we
  already sent a refund last year and the current refund was our error.  And, while she is not entitled to that
  refund, should Sandtander Finance forward that refund to her due to a closed
  account, we will not seek reimbursement.
  
  We hope our response satisfies Ms.
  Grubb’s and the Bureau’s concerns.  Please
  let us know if you should have any questions.
  
  Sincerely,
  ****** ****
  MPP Co., Inc.

• Initial Complaint

  Date:05/20/2025

  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 the MPP platinum coverage for my Mercedes GLE 350 in September 2022 the the highest coverage for mechanical issues that may occur after the manufacture warranty expired. March 10, 2025 a claim was filed for my turbo engine to be replaced costing $3700 without any help from the plan I purchased which is indeed covered.
  
  My service advisor went back and forth over the course of 3 weeks with MPP Advisors stating the vehicle should be covered under the plan I purchased. I spent $8,000 on MPP Plan to cover my vehicle and they would not assist. I called 3 times to file a complaint which they became very rude and transferred me to a voicemail when I requested a manager or supervisor.
  
  Their claim is that I went over the mileage for the oil change for them to cover the claim by 3000 miles While Mercedes advised them the services were up to date and for my vehicle type it can exceed over up to 8000 miles for a plan A or B service and I was well within the range.
  
  This was an insult and the employee claims they didn’t care if I complained no one will help nor in the future if any engine issues occurred leaving me with a lost of $8000 for a warranty plan that was a scam and would not help me at all.

  Business Response

  Date: 06/03/2025

  June 1, 2025
  Better Business Bureau
  Re:        ID ******** * ******** *******
  
  Dear Sir/Madam,
  We are in receipt of your letter regarding the above referenced ID and
  customer.  We do show that on or about
  July 22, 2023, *** ******* did purchase a 2022 Mercedes Benz.  At the time of vehicle purchase, she also
  opted to purchase a vehicle service agreement on the vehicle.  The vehicle service agreement, subject to
  specific terms and conditions, agrees to repair or replace covered components
  should they fail during the term of the agreement.  On or about April 11, 2025, we received a
  call from a Mercedes repair facility advising *** ********* vehicle was in
  their shop for a complaint of the check engine light was coming on and it was
  hard to accelerate.  The repair facility
  advised the vehicle was in need of a turbo charger.  The turbo charger is a covered component
  under the vehicle service agreement, however, as noted above, the agreement is
  subject to terms and conditions.  The
  engine and turbo charger are sensitive to reliable and regular maintenance/service
  in order to function properly, so we did request copies of the maintenance
  records from Ms. Marable.  In the 20 ½ months
  since ownership, *** ******* had driven 43,471 miles.  Merecedes Benz requires the engine oil/filter
  to be changed at a minimum of every 10,000 miles.  While *** ******* did service the vehicle 4
  times during her ownership, the last two services far exceeded the minimum
  interval of 10,000 miles.  Under the
  vehicle service agreement, *** ******* is obligated to perform her duties and
  service the vehicle in accordance with the manufacturer’s schedule.  Inadequate maintenance can lead to issues
  such as turbo lag, reduced engine power, or even catastrophic failure.  Unfortunately, *** ******* could not sufficiently
  prove she maintained the vehicle in accordance with the manufacturer’s
  schedule.  We requested that Ms. Marable
  produce service records to show the vehicle was maintained accordingly in order
  for us to continue to participate in the claim. 
  We have not heard from her since besides this complaint.
  While we are sympathetic to *** ********* situation, without
  the required maintenance to her engine/turbo charger, or the proof to show it
  was performed, we are unable to assist her on this particular claim.  We hope our response satisfies the Bureau and
  *** ********* concerns.
  Sincerely,
  ****** ****
  MPP Co., Inc.

  Business Response

  Date: 06/13/2025

  Dear Sir/Madam,

  we regret to hear that *** ******* has rejected our response.  However, the vehicle engine/turbo charger were not maintained as required by the manufacturer.  By *** ********* own admission, she states she did surpass the mileage limitation for service due to the cost.  Unfortunately, the mileage limitation was exceeded on the last 2 services.  No manufacturer has an overage limit allowance of 5,000 miles.  Turbo chargers are extra sensitive to routine maintenance, and even the 10,000 mile interval stretches the limit.  In her complaint, *** ******* states the service manager at the Mercedes Benz repair facility explained in great detail that the failure and not maintaining the engine/turbo as recommended by the manufacturer was covered.  The service manager at the repair facility has no authority to authorize or claim that a failure would be covered under our Vehicle Service Agreement.  We would be surprised that the manufacturer, Mercedes Benz, would be happy to hear that a service manager at one of their franchise dealership was telling customers it is ok to go 5,000 miles past the required maintenance intervals.  Again, we sympathize with *** ********* situation, however, the vehicle was not maintained as required.  Please let us know if you have any questions.

  Sincerely,

  ****** ****

  MPP Co., Inc.

  Customer Answer

  Date: 06/16/2025

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

• Initial Complaint

  Date:05/09/2025

  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.

  Reliable Toyota in Springfield MO informed me my car needed trimming gear cover replaced, sent to MPP and was refused. I took out the platinum certified coverage. Said all gaskets included, now they denied coverage.

  Business Response

  Date: 05/12/2025

  May 12, 2025

  Better Business Bureau

  Re: ****** *****, ID ********

  Dear Sir/Madam,

  We are in receipt of your letter regarding the above referenced customer and ID.  In reviewing our information, we do show that on or about May 28, 2020, *** ***** did purchase a 2017 Toyota.  At the time of vehicle purchase, he also opted to purchase a vehicle service agreement.  On or about May 5, 2025, we received a call from a Toyota repair facility that *** ******* vehicle was in their service department for a complaint of loud noise from the rear and also a timing cover leak.  We were advised that the loud noise in the rear was due to an axle bearing not moving and needed to be replaced.  They advised that the timing cover was just seepage and no active fluid leak.  We authorized the repair to the rear axle bearing, however, advised that the seepage and no active leak is not a failure and would not be covered.  Some engine gaskets seep some moisture and collect dirt and grime from the road and engine area.  While it makes the engine look dirty, there is no active leak of fluid to cause any harm or damage to the engine in any way.

  We hope our response satisfies the Bureau and *** ***** of their concerns.  Please let us know if you should have any questions.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

   

• Initial Complaint

  Date:05/01/2025

  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.

  I am filing a formal complaint against MPP Insurance regarding the mishandling and misinterpretation of a Market Valuation Report related to my GAP coverage claim (******). I am extremely dissatisfied with how the claim was managed, particularly by representatives ****** ***** and supervisor Bill, and I believe MPP has unfairly denied a portion of my claim based on incorrect application of valuation data.
  
  After my vehicle was totaled in an accident on 2/11/25, I submitted a Market Valuation Report from CCC ONE—a widely accepted authority in fair market value assessments. The report clearly stated my vehicle's value with a single deduction of $83 for tire tread wear. However, MPP unjustly denied $2,514 of my claim, including $2,431 based on dealer markup adjustments. These markups are irrelevant to a private owner’s actual cash value (ACV) and do not reflect the fair market value of my car at the time of the accident.
  
  Despite multiple attempts to clarify, including a conference call with CCC ONE, Allstate, and MPP, where CCC ONE confirmed the correct interpretation of the report, MPP continued to misapply dealer markup as a deduction. The report clearly states the final value on page 1, and dealer markups on pages 2–19 are meant only to contextualize market conditions to determine the value of a vehicle.
  
  It appears MPP either misunderstood or chose to ignore this, resulting in an incorrect and unfair payout. I believe this was a deliberate effort to avoid fulfilling their financial obligation under the policy. I provided all required documentation and received confirmation from valuation experts, yet MPP denied any further escalation above supervisor *****

  Business Response

  Date: 05/12/2025

  Dear Sir/Madam,

  We are in receipt of your letter regarding *** ***** and ID ********.  We regret to hear that *** ***** disagrees with our
  calculation of the GAP amount to be waived, however, it was calculated
  correctly.  The CCC Market Valuation Report clearly shows $2,431.00 was
  deducted from each comparable vehicle as a “Condition Adjustment” on page
  12.  The average of all of the comparable vehicles (after the $2,431.00
  was deducted from each) is used as the Base Vehicle Value on page 1. 
  There is another Condition Adjustment of $83.00 for worn tires that is
  deducted, and adding taxes, fees, less his deductible, determined the Total
  amount of their settlement.
  
  We
  are not misinterpreting the CCC Market Valuation Report as it clearly states
  Condition Adjustment and does not represent the dealer mark up.  There is
  no way that CCC would know what a dealer would make on a used vehicle. 
  They arbitrarily select some numbers and deduct them from the comparable
  vehicles they find in the area.  By them deducting these Condition
  Adjustment, they are saying *** ******* vehicle wasn’t in as good condition as those
  compared against without physically inspecting those vehicles to see what
  conditions they were in.  In *** ******* complaint, he states that the "markups" are irrelevant to his actual cash value and do not reflect the fair market value of the vehicle at the time of the accident.  As noted above, these adjustments are not markups taken by the dealership but are condition adjustments taken by his auto insurance carrier.  Whether it reflects the fair market value at the time of accident or not, the average of all of the comparable vehicles utilized after the condition adjustments were deducted are used to determine the Base Vehicle Value for his settlement amount.
  
  While
  we sympathize with *** ******* situation, it is the Valuation Company utilized by his insurance carrier that is taking these deductions.  We just specifically
  exclude those deductions and are not covered under the GAP Debt Waiver
  Addendum.  Had they not deducted those Condition Adjustments, they would
  have paid $2,431.00 more on the settlement amount Total.  Please let us know if you should have any further questions.
  
  Sincerely,
  ****** ****
  MPP
  Co., Inc.

• Initial Complaint

  Date:04/15/2025

  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.

  Being in a accident and my car was total loss. Waited long for MPP(Gap company) to make the final payment/reminded, and just to find out that they don’t pay the complete total amount. They state that is because my insurance company, wich is not true. They don’t even know how read reports. Very unprofessional staff, including supervisor. Never return a call, email. I have to be calling to see the status of my claim and ask for a detail of the payment.
  Do Not Recommend this Gap Company to anyone. They don’t care about their clients.

  Business Response

  Date: 04/25/2025

  April 25, 2025
  
  Better Business Bureau
  
  Re:        ******* ******* * ** ********
  
  Dear Sir/Madam,
  We are in receipt of your letter
  regarding the above referenced customer and ID. 
  In researching our records, we do find that on our about April 26, 2024,
  *** ******* purchased a 2022 Honda.  At
  the time of vehicle purchase, she opted to purchase a GAP Debt Waiver Addendum
  in conjunction with her retail installment sales contract.  The GAP Debt Waiver Addendum, subject to
  specific terms and conditions, agrees to waive or cancel a portion of the debt
  equal to the difference between the Actual Cash Value and Net Outstanding Balance,
  in the event of a Constructive Total Loss. 
  On or about February 25, 2025, *** ******* contacted our office to
  advise that her vehicle was in an accident and considered a total loss.  We obtained some details and advised her of
  the documentation that would be needed in order to process her claim.  After receiving all of the required documentation,
  her claim was processed and we issued our check to her lienholder in the amount
  of $1,266.22.  That check has since
  cleared our bank.
  
  In *** *******’s complaint, she
  states that she waited a long time to make final payment.  We processed her claim for review and payment
  as soon as we received all of the require documentation.  Once reviewed, we issued our check as noted
  above to her lienholder.  She also states
  that we didn’t pay the complete amount and do not know how to read
  reports.  As noted above, the GAP Debt
  Waiver Addendum is subject to terms and conditions.  Under the definition of Actual Cash Value, up
  to $1,000.00 deductible is allowed, and any amounts deducted for condition
  adjustments will be added back to the settlement amount paid for Actual Cash
  Value.  *** ******* had a $1,500.00
  deductible with her insurance carrier, and $2,032.00 was deducted for condition
  adjustments, adding $2,532.00 ($500.00 over allowance on insurance deductible,
  $2,032.00 condition adjustments) back in to the Actual Cash Value amount.  These amounts are clearly identified on pages
  6 and 9, respectively, on the Market Valuation Report utilized and provided by
  *** *******’s auto insurance company and used to determine the total settlement
  amount paid by them.
  
  We sympathize with *** *******’s situation,
  however, the claim was adjusted in correctly and in accordance with the
  provisions of the GAP Debt Waiver Addendum she purchased.
  
  Please let us know if you should
  have any questions.
  Sincerely,
  ****** ****
  MPP Co., Inc.

• Initial Complaint

  Date:03/31/2025

  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 a 2021 Ford Explorer from ***** ******* **** on 04/25/2021. At the time of purchase, I was assured that my vehicle would be covered under a Ford Platinum Warranty for 72 months or up to 75,000 miles through MPP Co. This was presented to me as a bumper-to-bumper warranty with no mention of additional requirements nor in my paperwork is it mentioned.
  Recently, I encountered a serious issue where oil and coolant mixed and leaked from the engine. Since my vehicle is still within the mileage and time limits of my warranty (currently at 74,329 miles), I paid to have it towed back to ***** ******* **** for repairs. After a diagnostic, the dealership determined that the engine needed to be replaced and submitted a claim to MPP Co. for coverage.
  However, MPP Co. denied my claim, stating that I did not provide documented proof of regular oil changes because I have been performing them myself. This requirement was never disclosed to me at the time of purchase, nor is it stated anywhere in my warranty paperwork. If this were an actual policy condition, the dealership would have advised me to purchase an oil change plan.
  At this point, I have a vehicle that requires a covered repair, yet MPP Co. is refusing to honor the policy I paid for. This is unacceptable. The company is imposing a requirement that was never communicated or documented in my contract, effectively denying my valid claim under false pretenses.
  I need immediate resolution to this issue, as I have upheld my end of the agreement by maintaining my vehicle and staying within the warranty terms. I expect MPP Co. and ***** ******* **** to honor the coverage I was sold.

  Business Response

  Date: 04/08/2025

  April 8, 2025
  
  Better Business Bureau
  RE: ****** ******* ** ********
  
  Dear Sir/Madam,
  We are in receipt of your letter
  regarding the above referenced customer and ID. 
  In researching our records, we found that on or about March 21, 2025, we
  were contacted by a repair facility advising *** ******** vehicle was in for
  repairs.  The complaint was that the
  check engine light was on, the engine had low oil pressure.  The repair facility advised that the vehicle
  was in need of a new engine.  We asked
  for service records and none were documented. 
  *** ****** only could produce some receipts for oil and filters however,
  no part numbers to identify that they were for this vehicle.  The engine oil life monitor showed that there
  was zero (0) oil life remaining in the oil in the vehicle and indicated that it
  had been that way for at least 90 days.  The
  initial diagnosis of the failure was due to lack of maintenance as prescribed
  by the manufacturer.  While the engine
  definitely appeared to be not serviced accordingly, the repair facility did
  further diagnosis and determined this failure was as a result of the oil cooler
  leaking and not lack of maintenance.  We
  agreed to pay for the oil cooler and lines and flush the engine.  As of the date of the letter, the repair
  facility advised the parts are in and being repaired.
  
  We hope our response satisfies the
  customer’s and Bureau’s concerns.  Please
  let us know if you should have any questions.
  
  Sincerely,
  ****** ****
  MPP Co., Inc.

  Customer Answer

  Date: 04/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Dear Sir / Madam,
  Thank You very much for your time and attention and help in this matter.
  As of today April 14, 2025, I am inclined to request a rejection status due to incomplete repair results. Although MPP has approved the repair orders and due to diagnostic variances, I would prefer to submit a final status only after all repairs have been fully completed.
  The vehicle has been in possession of ***** ******* **** Service Center for 25 days and the repairs remain incomplete. I received a notification for vehicle pickup scheduled for Saturday April 12, 2025, and proceeded to retrieve the vehicle that same day. However, upon inspection, I observed oil residue in the coolant reservoir and noted that the cooling system was dirty and had not been cleaned as indicated in the work order. 
  I reported these findings to the service advisor, who confirmed that the cooling system had indeed not been cleaned. The vehicle was subsequently left at the dealership once again, and I was advised that a follow-up call or update regarding the repairs status would be provided.
  In addition, I have documented photographic evidence supporting my findings.  

  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 04/23/2025

  Dear Sir/Madam,

  We are in receipt of ** ******** rejection of our initial response.  As previously noted, we can only authorize payment towards repairs and do not perform the actual repairs.  We advised the repair facility on April 1, 2025 that we would authorize payment towards the covered repair and the repair facility advised they would call back with the parts and labor.  We regret that *** ******'s vehicle was not ready for pick up if they advised him that it was ready on April 11, 2025.  When we received the second letter, we check with the repair facility and the repair was still in progress.  We verified with them today that the repairs were complete as of yesterday, April 22, 2025 and ready for pick up by *** ******.

  We hope our response satisfies your concerns.  Please let us know if you should have any questions.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

• Initial Complaint

  Date:03/17/2025

  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.

  My wife and child were in an accident where my vehicle was totaled. We filed all the paperwork needed by MPP. They are refusing to pay the full GAP amount and are referencing items in my contract that are not in my contract. I've read it front to back and they refuse to explain or give any details on why they are not holding up their end of the agreement. I've had my insurance carrier call and they were rude to them as well.

  Business Response

  Date: 03/28/2025

  ***** *** ****
  ****** ******** ******
  ***        ***** ******
                ** ********
  Dear Sir or Madam,
  We are in receipt of your letter regarding the above
  referenced customer and ID.  In reviewing
  our records, we do find that on or about July 12, 2022, Mr. ****** purchased a
  2022 Acura.  At the time of the vehicle
  purchase, he also opted to purchase a GAP Debt Waiver Addendum.  The GAP Debt Waiver Addendum agrees, subject
  to terms and conditions, to waive or cancel a portion of the debt equal to the
  difference between the Actual Cash Value and Net Outstanding Balance, both
  defined herein, in the event of a Constructive Total Loss.  On or about January 17, 2025, we received information
  from Mr. ******’s lienholder advising of a total loss.  We forwarded information regarding the
  required documentation to Mr. ****** that we would in order to review and
  process his claim.  After correspondence
  back and forth, we did receive the required documentation and the GAP benefit
  to waive calculated to be $748.11. 
  Unfortunately, Mr. ******’s auto insurance carrier deducted $2,965.00
  ($2,617.00 + $348.00) for Condition Adjustments in their settlement
  valuation.  The GAP Debt Waiver Addendum specifically
  excludes Condition Adjustments and those deductions were added back in to the
  calculation of the GAP Debt Waiver benefit amount to waive.
  
  In Mr. ******’s complaint, he states that we are referencing
  items not in his contract (GAP Debt Waiver Addendum) that are not there and
  refusing to pay the full GAP amount.  The
  exclusion of Condition Adjustments is clearly within the definition of Actual
  Cash Value and we calculated the GAP benefit amount to be waived in accordance
  with the terms and conditions of the GAP Debt Waiver Addendum.  Additionally, he states we refuse to explain how
  we determined the amount of the GAP benefit to waive.  We tried to explain multiple times, but it is
  Mr. ****** that refuses to see that it is his auto insurance carrier that took
  all of the deductions in order to determine the settlement amount they
  paid.  In the valuation report utilized by
  his auto insurance carrier, they clearly deduct $2,617.00 in Condition
  Adjustments from all of the comparable vehicles they used to determine the
  value of his vehicle.  They then took the
  average of all of the comparable vehicles (after the deduction of the Condition
  Adjustments) to determine the Base Vehicle Value.  Then they deducted another $348.00 in Condition
  Adjustments to determine the Adjusted Vehicle Value.  Mr. ****** has stated to us that his vehicle
  was in excellent condition.  If his auto
  insurance carrier had not deducted the $2965.00 in Condition Adjustments, they
  would have paid that much more on his Settlement amount.
  Mr. ****** also states that our adjusters were rude to him
  and his auto insurance adjuster.  For
  that we apologize and will review those conversations for any corrective
  measures as that is not the goal of our company.
  We hope that our response satisfies Mr. ******’s and the
  Bureau’s concerns.  While we sympathize
  with Mr. ******’s situation, we hope he understands that it is his auto
  insurance carrier that took all of the deductions, the GAP Debt Waiver
  specifically excludes them.  Please let
  us know if you should have any questions.
  **********
  ****** ****
  *** **** ****

  Customer Answer

  Date: 03/28/2025

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

  I have written emails requesting, in writing, the decision and a formal explanation. That email was ignored. The request for a supervisor to speak to who after the rep mocked my accident was also denied.

  Furthermore, my attorney from the accident as well as the insurance adjuster said it is the GAP company’s inability to properly read the form which is leading to this amount being paid. They said the valuation listed is being ignored and rather, false valuations are being read. 

  The inability to correspond in writing shows me that they know they are in breach of the contract. My insurance has stated multiple times the values they are reading are not the values any gap should go by. This is intentional ignorance to a disgraceful degree.
  
  
  
  **********
  
  ***** ******

  Business Response

  Date: 04/08/2025

  ***** ** ****
  ****** ******** ******
  
  ***        ***** ****** ** ********
  
  Dear Sir/Madam,
  We regret to hear that Mr. ******
  rejected our initial response.  In his
  second letter, he states that he requested a formal explanation regarding our decision
  on how his GAP Debt Waiver Benefit was calculated.  We did receive his request on March 24, 2025
  for a formal written explanation, however, we did receive the initial Better
  Business Bureau letter just before that and chose to provide the formal written
  explanation in our response and document it. 
  We have explained verbally multiple times on how the condition
  adjustments effected his settlement and thus the amount to be waived, and
  formally in writing with our response to his complaint with the Better Business
  Bureau.  In his second letter, he also
  states that his attorney as well as the insurance adjuster said that it is our
  inability to properly read their form which is leading to the GAP Debt Waiver
  Addendum amount to be waived.  In the
  valuation report utilized by his auto insurance carrier, they clearly deduct
  $2,617.00 in Condition Adjustments from all of the comparable vehicles they
  used to determine the value of his vehicle.  Then calculated the average
  of all of the comparable vehicles (after the deduction of the Condition
  Adjustments) to determine the Base Vehicle Value.  Then they deducted
  another $348.00 in Condition Adjustments to determine the Adjusted Vehicle
  Value.  This all evident in the Valuation Report used by his auto
  insurance carrier.  Mr. ****** has stated
  to us that his vehicle was in excellent condition, yet his auto insurance
  carrier deducted these condition adjustments without physically inspecting any
  of the comparable vehicles and probably his own vehicle’s condition.
  
  Again, while we sympathize with
  Mr. ******’s situation, we hope he understands that it is his auto insurance
  carrier that took all of the deductions, the GAP Debt Waiver specifically
  excludes them.  Please let us know if you
  should have any questions.
  **********
  ****** ****
  *** **** ****

• Initial Complaint

  Date:01/22/2025

  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 canceled my platinum service agreement over two months ago, and MPP has not honored the cancelation or made any attempt to cancel the agreement which in turn would issue a refund to me. They said it’s because of an open claim at ****** ****** and ****** ****** didn’t send them the invoice and they “weren’t going to go out of their way to pay the vendor”. I reached out to ****** ****** and they advised they reached out to MPP multiple times and confirmed the work was done and the invoice was sent. On a side note, ****** from MPP hung up on me which I thought was very rude.
  
  Last six of VIN ****** ************************* ********** State purchased vehicle was in Florida

  Business Response

  Date: 02/03/2025

  Better Business Bureau

  Re: ****** **********

  ID ********

  Dear Sir/Madam,

  We are in receipt of your letter regarding the above referenced customer and ID.  We do show that on or about August 2, 2020, *** ********** did purchase a 2020 Toyota.  At the same time of vehicle purchase he opted to purchase a vehicle service agreement.  On November 13, 2024, we received a call advising *** **********'s vehicle was in for repairs and was in need of front lower ball joints.  We received the estimate of the repair and authorized payment to the repair facility in the amount of $634.62.  A few days later, *** ********** called to advise that he traded the vehicle and was requesting a pro rated refund.  Because the provisions of *** **********'s vehicle service agreement states cancellations will be pro-rated less any paid claims, and a cancellation fee, we advised that the repair facility had not sent in the repair bill yet for us to pay them, we could not provide a quote as of yet.  We wanted to make sure that *** **********'s claim for repair was paid as agreed and also provide him an accurate cancel quote for his refund.  Unfortunately, we made several attempts to get proof of the repair with an invoice without production.  Finally, as we were about to cancel the claim and advise *** ********** was going to have to be responsible for the claim so we could process his cancel request, we received a copy of the invoice from him.  We paid the repair facility direct for the repair claim and was then able to process *** **********'s request to cancel.  We forwarded the refund directly to *** **********.

  Please let us know if you should have any additional questions.

  Sincerely.

  ****** ****

  Old United Casualty Company/MPP Co., Inc

   

• Initial Complaint

  Date:01/21/2025

  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.

  I purchased a Nissan from Peoria Nissan and was sold a MPP policy were the benefits were not correct when it was explained by ****** from Peoria Nissan. I have been promised a refund by MPP for $2900 back to my loan with ** ****. I still have not received the refund from MPP and please can you let me know what is happening please.

  Business Response

  Date: 02/03/2025

  Re: ***** ********

  ID ********

  Dear Sir/Madam

  We are in receipt of your letter regarding the above customer and ID.  We do show that on or about December 29, 2024, *** ******** did purchase a 2024 Nissan.  At the time of vehicle purchase, he also opted to purchase a vehicle service agreement from our company.  Customer
  contacted us on 1/7/2025 wanting to cancel.  The contract was in suspend
  since it was just sold on 12/29/2024.  We got in put in force and
  cancelled.  Our check in the amount of $2,900.00 was issued and sent to the lien holder on 1/17/2025.

  We hope our response satisfies *** ******** and the Bureau's concerns.  Please let us know if you should have any other questions.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

  Customer Answer

  Date: 02/03/2025

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

  Thank you MPP for your response and the lien holder has still not received the check.

  Do you have a tracking number for the check and how was it sent to ** **** please 

  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 02/10/2025

  Dear Sir/Madam,

  we are sorry to hear that *** ******** rejected our response to his complaint.  *** ******** first contacted our office on 1/7/2025 to request cancellation of his vehicle service contract.  That request was processed, and our check in the amount of $2,900.00 was issued to his lienholder of record (** ****) on 1/17/2025.  That check has since cleared our bank so his lienholder is in possession of the refund.  Please check back with ** **** to see how that refund was applied to his account as per their business rules.

  We hope our response satisfies the Bureau and customer.

  Sincerely,

  ****** ****

  MPP Co., Inc.

  Customer Answer

  Date: 02/10/2025

  
  
  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:01/20/2025

  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.

  My son purchased a used vehicle at Grapevine Nissan. Wife co-signed and we added Gap insurance through MPP. Someone ran a stop sign and totaled the vehicle. After insurance a remaining balance of 6000.00 was owed. MPP gap insurance was contacted and only paid 3000.00. They said it was due to the vehicle depreciation. I have used gap insurance before and never had any issues, our insurance company has never heard of gap insurance doing this to a customer. We paid for their services and ended up getting ripped off

  Business Response

  Date: 01/29/2025

  January 29, 2025
  
  Better Business Bureau
  Re:         *** *******
                ** ********
  
  Dear Sir/Madam,
  We are in receipt of your letter regarding
  the above referenced customer and ID.  In
  reviewing our records, we do show that on or about June 12, 2023, Kimberly
  Sherrod did purchase a 2021 Ford Mustang. 
  At the time of vehicle purchase, she opted to purchase a GAP Waiver Addendum
  in conjunction with the retail installment sales contract.  On or about September 16, 2024, we were
  contacted by the customer’ lienholder advising that the vehicle was involved in
  an accident and considered a total loss. 
  We advised the lienholder and customer of the documents that would be
  required.  After correspondence back and
  forth, we finally received all required documentation to complete the review
  and process the claim for an amount to be waived by the lienholder.  We processed our check payable to the
  lienholder to apply to the outstanding balance in the amount of $3,965.11.  That check has since cleared our bank.
  
  In *** ********* complaint, he states
  that the amount paid to be waived was short due to depreciation.  In reviewing the claim documents and
  specifically the Market Valuation Report utilized by his auto insurance carrier,
  a net of $1,702.00 was deducted from his settlement amount due to condition
  adjustments.  Additionally, another
  $264.72 was deducted from his settlement amount due to previous damage.  Unfortunately, these items are excluded from
  the definition of Actual Cash Value and were added back in to determine the
  amount to be waived under the GAP Debt Waiver Addendum.
  
  While we understand and sympathize
  with *** ********* situation, those items are not covered under the GAP Debt
  Waiver Addendum and the amount to be waived was calculated correctly.
  
  We hope our response satisfies any
  further concerns.
  Sincerely,
  ****** ****
  MPP Co., Inc.