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:04/13/2023

  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.

  Filed a claim with GAP (MPP) for a total loss vehicle . Claim was denied due to terms/conditions stating if loan term maturity was extended for late payments ,extensions or deferment payment it is an automatic denial. Loan with financial intuition was in good standing up until 2020 COVID PANDEMIC and financial intuition offered deferment payments to help all customers impacted with a NATIONWIDE PANDEMIC .How are we being penalized for a nationwide impact . Why are addendums not being updated or revised to help cope with a NATIONWIDE PANDEMIC . Who is taking accountability for the misguidance customers are receiving and it is discouraging to get no clarity and be dismissed when asking for clarity .Is race a factor ???? Would a white business individual who was impacted by the pandemic and might have had to file bankruptcy requested payment extensions be denied as well ?????

  Business Response

  Date: 04/17/2023

  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 November 17, 2018, *** *********
  purchased a 2015 Chevrolet Tahoe.  At the
  time of vehicle purchase, she also opted to purchase a GAP Debt Waiver in
  conjunction with her retail installment sales contract.  The GAP Debt Waiver is an addendum to the
  retail installment sales contract that, subject to specific terms and conditions,
  agrees to waive all or a portion of the remaining Net Outstanding Balance after
  the Actual Cash Value from the customer’s auto insurance is applied due to a
  Constructive Total Loss.  On December 22,
  2022, the customer called advising that they were involved in an accident that
  day and believed the vehicle to be totaled. 
  We advised of the documentation that would be required to file a claim
  under the GAP Debt Waiver and sent a letter describing the same.  On January 23, 2023, customer called in and
  advised that her auto insurer was not going to pay anything as a result of the
  total loss as she did not have collision coverage.  We advised the customer that the GAP Debt
  Waiver provisions stipulate that the Actual Cash Value will be determined by
  using N.A.D.A Retail Value when there is no collision insurance in place at the
  time of the accident.  After some
  correspondence back and forth, we received the required documentation to review
  the customer’s claim.  After reviewing
  the documentation received, it was discovered that there were $9,864.73
  in Past Due Amounts/Deferred Payments and uncollected service charges.  Unfortunately, the Net Outstanding Balance in
  the GAP Debt Waiver does not include Past Due Amounts, Deferred Payments, or
  uncollected service charges.  After
  deducting these amounts, the net result was a Zero GAP benefit due.  As a result of the Zero GAP benefit due, we
  have processed a refund of the unearned amount paid for the Debt Waiver
  ($349.27) and are forwarding to her lienholder of record.
  In the customer’s complaint, she indicates that the 2020 Covid
  Pandemic was the reason her account with her lienholder was so far in arears.  While we certainly are sympathetic to the
  customer’s situation as well as others affected as a result of Covid, the GAP
  Debt Waiver is not unemployment insurance or health insurance.  The GAP Debt Waiver only agrees to waive
  remaining Net Outstanding Balances due in accordance with the terms and
  conditions of the Addendum, which includes making all payments originally
  scheduled in the retail installment sales contract to reduce the balance
  monthly during the term.  Had the
  customer made all payments as originally scheduled, as well as had collision
  insurance in place at the time of the accident, there would be no remaining
  balance on her loan.  Additionally, in
  her complaint, the customer indicates that race had an impact on our claim decision
  and questioned if we would have made the same decision had it been a white
  business individual who filed bankruptcy. 
  Nothing could be further from the truth. 
  We collect information and process claims in accordance with the terms
  and conditions of the GAP Debt Waiver without any outside factors influencing
  our decision.  We hope our  response helps to clarify our position to the customer and to the
  Bureau.  Please let us know if there are
  additional questions.

• Initial Complaint

  Date:03/30/2023

  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 paid $3418.65 for my extended warranty policy with MPP. I just hit 79,000 miles on my car which is known to have turbo seal problems with aging, just like any other car does when it gets older. They sent an adjuster out to inspect my car who made it seem like there was no way I would be denied for new turbos because everything else was great. I get a call the next day from Infiniti saying that MPP is denying me because I was 3,000 miles late on an oil change back in 2020. That is 3 years ago. I have had zero problems with my car until now and take very good care of my car. They will make up any excuse to not help you. There is absolutely no way in this world that being late on an oil change 3 years ago would be the cause of this and anyone who says it is (***** with MPP) does not know what they are talking about. I spoke with multiple automotive shops and they all agreed with me that they are ridiculous and just do not want to pay. They went all the way back to 2020 just trying to find anything wrong that they possibly could and that is all they(MPP) could come up with. So sad this company is still in business after reading the horrible reviews and complaints about them. What a huge scam.

  Business Response

  Date: 04/03/2023

  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 January 5, 2019, *** ***** purchased a
  2018 Infiniti.  At the time of vehicle
  purchase, she also opted to purchase a vehicle service agreement from our
  affiliate, *** ****** ******** *******.  On March 27, 2023, we received a call from Infiniti of Palm Beach advising
  *** *****’s vehicle was in their service facility with a complaint of white
  smoke from tail pipe.  Without any
  teardown, the repair facility stated the car needed both turbos replaced.  The major cause for seals in a turbo to fail
  is lack of maintenance and/or lubrication so we did request copies of
  maintenance records from *** *****.  Additionally,
  we advised the repair facility that we would send an independent inspector to
  assist in verifying the reported failure.  Upon arrival by the inspector, they found no reported turbo noise or
  lack of performance as typical of a turbo failure.  They did find a minimal amount of blue smoke
  from the left tail pipe but dissipated after the engine warmed up.  They removed the turbo charger pipes from the
  intercooler and did find a small amount of oil in the tubing.  Engines equipped with a turbocharger(s) will
  consume more engine oil than normally aspirated engines (non-turbocharged). The
  additional oil that is consumed in a turbocharged engine is mainly due to the
  turbocharger lubrication requirements. Some of the engine oil normally migrates
  past the turbocharger turbine bearing seals and will enter the intake tract of
  the engine.  Oil residue found in the
  tubing is a normal condition for properly operating turbocharged engine. The
  additional engine oil consumption of a turbocharged engine, as compared to a
  normally aspirated engine, is normal and not a defect or failure, especially on
  higher mileage engines.  While most
  manufacturers suggest the oil/filter to be changed every 5,000 to 7,500 miles
  on turbo charged engines, Infiniti publishes their suggested intervals as every
  10,000 miles.  In the complaint, *** ***** mentions the one extended service interval of 13,000 miles between
  services, however, there were two other occasions after that where the interval
  was over the suggested 10,000 miles.
  After reviewing the inspector’s findings, the claim was denied
  due to the failure to maintain the vehicle as recommended by the
  manufacturer.  Additionally, the reported
  failure (minimal blue smoke from one tail pipe) is normal for a turbo charged
  engine at that mileage.
  While we sympathize with *** *****’s situation, we find that
  there is not a covered failure under the agreement.
  Sincerely,
  ****** ** ****
  *** **** ****
  ***********

  Customer Answer

  Date: 04/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: being late on an oil change 3 years ago does not affect my turbos now. I would not recommend anyone to purchase an extended warranty with this company and wish I could have read their reviews first. 
  
  Regards,
  
  ******* *****

  Business Response

  Date: 04/10/2023

  We are in receipt of your letter regarding *** *****'s complaint.  We regret to hear that she has is not satisfied and has rejected our response.  In her letters, *** ***** is questioning how an extended service interval three years ago could effect the turbo seals today.  That extended service interval was actually two years ago.  That extended service interval and subsequent extended service intervals would certainly have an effect on the smoke on start up complaint.  Three of the last four service intervals (including the one in question) have exceeded the mileage interval recommendations even by Infiniti standards.  While we continue to sympathize with *** *****'s situation, her complaint is not covered under her vehicle service agreement.  Sincerely  ****** ****

• Initial Complaint

  Date:03/16/2023

  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.

  My auto warranty with MPP was paid over the course of (12) months. The total of the service contract equals:$2304.96 per my records. I traded in my vehicle that was covered under this plan at the end of January, 2023. Based on my estimate, this should leave me with: (4) months of coverage refunded, minus MPP’S $50 cancellation fee. MPP is wanting to issue a refund for about $365. Which is a sea repent of almost: $400+
  
  **Monthly payment was: $192.08**
  All records are available.
  
  The agent I spoke with: (******) gave some quick math that did not add up. They then referred me to (******* ******), which is the payment plan provider for MPP. I as the consumer should not have to chase down other companies to get correct billing and accounting representation on behalf of a service I paid for. Regardless of how the calculation is done, there is still the issue of almost $400+ being lost on this contract.
  I would like a prompt resolution to this matter.
  
  Thank you,
  *** ***** *******

  Business Response

  Date: 03/28/2023

  We are in receipt of your letter regarding the above referenced customer and ID.  *** ******* was a previous customer and was offered to purchase another vehicle service agreement after his previous one had expired.  On June 7, 2021, *** ******* agreed to purchase a 24 Month/24000 Mile Preowned Plan for the amount of $2430.00 and pay for it over a 12-month payment plan.  After collecting a down payment, *** *******'s monthly was $192.08 for 12 months.  While the payment plan was for 12 months, there were cancellations and reinstatements and late payments so *** ******* did not complete his payment plan until December 2022.  *** ******* contacted our office on February 14 2023 advising he traded the vehicle in on February 1, 2023.  We sent *** ******* a link to complete the cancellation request online multiple times and finally received the cancel request completed to process.  Once processed, a check was issued to *** ******* in the amount of $369.42 representing the unused portion of the amount paid in based on time used.  In *** *******'s complaint, he feels the calculation for his refund is incorrect and that he should have received more.  *** ******* purchased the vehicle service agreement on June 7, 2021 which was for 24 months (or 24,000 miles) which would expire June 7, 2023.  *** ******* traded his vehicle on February 1, 2023 so was covered for 604 days.  That left 126 days remaining of coverage out of 730 days in the term of his contract which is .172603 %.  If you multiply the remaining percentage of coverage times the amount paid (.172603 x $2430.00), it equals $419.42, less the $50.00 cancellation fee for a total refund of $369.42.  That is the amount of the check we issued to him.  We hope our response and explanation helps to clarify to *** ******* and the Bureau that his refund was calculated correctly and no additional money is owed.  Please let us know if you should have any questions.  Sincerely,  ****** ****

• Initial Complaint

  Date:02/27/2023

  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 have MPP for GAP insurance. On 01/17/2023 my vehicle was stolen. On February 16th 2023 my vehicle was declared a total loss and on February 20th 2023 my primary insurance company paid directly to the lien holder a payment of $35,000. I filed a claim for 16,000 with the GAP insurance they requested an extensive list of documents one of which is the original police report, however ******** police department has a backlog of 800 public records request, estimating 16 weeks to provide a copy of the police report. MPP Refuses to process the claim, even though they can confirm the theft, **** now owns the vehicle, they have made there Total loss payment, there is no reason to delay this claim due to a city backlog they can easily confirm it was filed, they can confirm the stolen vehicle, and they can confirm the payment from the primary insurance. Pay the claim and stop playing games. You have been provided WITH more information then the primary insurance company who could validate the claim. Use the preliminary/victim impact form and process the claim.

  Business Response

  Date: 03/06/2023

  we are in receipt of your letter regarding *** ****** complaint (ID ********).  *** **** contacted our office advising that his vehicle was stolen and deemed a total loss by his insurance company.  We advised *** **** of the documents that would be required for us to review his claim.   After corresponding back and forth, we received all required documents except for the police theft report.  Unfortunately, as per the provisions of the GAP Debt Waiver Addendum purchased by *** ****, a police report is required in all theft situations.  He advised there was a back log and it would take several months to obtain.  Instead of denying the claim altogether as is allowed under the Addendum without providing a copy of the police theft report , we held the claim open until such document could be obtained.  A day or so after receiving your letter, we received a copy of the police theft report as required and were able to process his claim.  Our check for the benefit under the GAP Debt Waiver Addendum was processed and sent to *** ****** lienholder on March 3, 2023.

  We understand *** ****** frustration, however, the police theft report is a required document under all theft conditions.  We hope our response satisfies the Bureau and *** ****** concerns regarding the matter.

  Sincerely,   Gerald Lamb

• Initial Complaint

  Date:02/24/2023

  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 requested a Cancellation on my Insurance Policy (Mechanical Protection Plan) and a refund for the money paid.
  This was a little over a month ago, and I have not received any communication from MPP, they said they were going to send me an email confirming my request, but the email never arrived, and every time you call to their phone number ************** the system loops you in the menu and you can never talk to anyone.

  Business Response

  Date: 03/14/2023

  We are in receipt of your letter regarding **** ******* and their complaint.  Our records show that *** ******* purchased a vehicle on October 13, 2022 and at the time of vehicle purchase, also purchased a vehicle service contract from our company.  On October 18, 2022, *** ******* contacted our office to request cancellation of the vehicle service contract.  We sent *** ******* a web link that she could complete the request in writing.  We processed *** *******'s request and a check was issued for the full amount paid on October 20, 2022 to *** *******'s lienholder of record.  That check has since cleared our bank.  Upon receipt of your letter, we contacted *** ******* and sent her copies of the cancellation information and that she should contact her lienholder to verify how the funds were applied to her loan balance.  She thanked us and seemed satisfied with our response.

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

• Initial Complaint

  Date:01/24/2023

  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.

  On December 23 I brought my car into ***** ******** DelrAy beach Florida …..I had a muffler and exhaust manifold problem …I had a Warrenty contract with mpp warranty out of shawnee mission Kansas ….I paid around $2,000 for this warranty ….first of all they signed me up telling my basically what was covered but they never sent a written plan ….I found out I had a muffler problem ….then I looked on the website a saw I had a manifold exhaust protection…..they made every excuse not to cover any of the parts needed to fix my exhaust system …..every part to make the manifold to work they would not cover….I paid $4400….when I tried talking to them they were rude and doubled talked me …..basically I got screwed out of $4,400 and motor protection plan just turned their backs on me …..they sold me the contract and the exhaust manifold was on the contract….I had muffler and exhaust protection but they claimed every part needed to fix it was not covered ….I’m not exactly sure the proper name of the company but they go by map ….I believe it stands for Maintenance protection plan …..very bad business and I couldn’t honestly wouldn’t reccomend this business to anyone …..I want my money back due their duplistic sales and sneaky practices…I paid for the silver contract which clearly mentions exhaust and muffler…..I will send you the part of the contract that mentions mufflers and exhaust if needed

  Business Response

  Date: 01/30/2023

  We are in receipt of your letter regarding the above referenced customer and ID.  Our records show that on January 2, 2023, we received a call from both *** ***** and the repair facility.  *** ***** inquired if the catalytic converter was a covered component and we advised it was not.  When we received the call from the repair facility, they inquired about the same and we also advised catalytic converter is a non-covered component under the vehicle service agreement.

  In reviewing the repair order *** ***** attached to the complaint, it appears they replaced the muffler, and exhaust valve and springs.  Also in the complaint, *** ***** says his agreement mentions exhaust and muffler.  He is correct in that statement, however, what it says is that exhaust and muffler are not covered components and specifically excluded.  While we sympathize in *** ***** situation, the components are not covered under his vehicle service agreement.

  We hope our response satisfies *** ****** and the Bureau's concerns

• 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.

  Last 4 of VIN#******
  
  MPP isn't allowing me to cancel my contract and they are keeping my $1100 which is totally unfair. MPP is lying to me telling. MPP is informing me via phone that the dealership financed my warranty with capital one. The dealership **** **** **** in Mesquite, Tx has informed MPP on multiple occasions that I paid cash for my warranty policy. The warranty policy wasn't financed with ******* ***. MPP is refusing to refund me my $1100. This is totally wrong. I will not do business with this shady warranty company if I was you. They lie and will not cancel your policy. They just give you the run around when you call them hoping you go away.

  Business Response

  Date: 01/10/2023

  January 10, 2023

  Re: ******** - ****** ****

  We are in are receipt of the letter regarding *** ****.  *** **** contacted our office by telephone on December 27, 2022 requesting cancellation of his vehicle service agreement.  We explained the cancellation process and advised that we have record of a lienholder that financed the vehicle service agreement within the loan.  *** **** advised that he paid cash outside of the loan for the vehicle service agreement.  We advised that we would need to contact the selling dealership for verification before we could send the cancel refund check directly to him as we are obligated to the lienholder to send all refunds as long as there remains a lien.  We attempted to verify the information with the dealership however would not receive any return correspondence.  *** **** contacted our office again after the holidays on January 5, 2023 to get a status update on the cancellation process.  We advised that we still have not received any verification from the dealership and attempted to do so again.  We finally received verification from the dealership that the vehicle service agreement was not funded within *** ****'s loan and was able to complete the process.  We contacted *** **** to apologize for any delay and to inform him that we were processing the cancellation back to the date of his first contact and overnighting the check directly to him once issued and printed.

  As noted, we are obligated to return any cancellation refund to the lienholder of record as long as there remains a lien.  It is not our policy to deliberately avoid or stall the cancellation process as thought by *** ****, we have guidelines that we do have to follow to ensure the correct party receives any applicable refund.  We do apologize for not following up better with the selling dealer and will endeavor to do so in the future.  *** **** seemed satisfied with our response.

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

  Sincerely,

  ****** ****

  MPP Co., Inc.

• Initial Complaint

  Date:12/08/2022

  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.

  On 10/27/22 we bought a new ford f250 from town east ford in Dallas Texas. We were offered a warranty protection for our new vehicle. We were not sure we wanted the extra service contract warranty from MPP co. The finance guy said we have 30 days to cancel it if we choose not to keep the extended coverage. We called mpp and they keep giving us the run around about cancelling.
  
  We simply want to excercise our 30 day cancellation option. We paid $2250 for this warranty and we want to cancel and get a refund.

  Business Response

  Date: 12/20/2022

  We are in receipt of your letter regarding the above referenced customer and ID.  In researching our records, we show that on or about 10/21/2022 that ****** ******* purchased a 2022 Ford.  At the time of purchase, he also opted to purchase a vehicle service agreement from our company.  On November 8, 2022, ******* ******* called and identified herself as the co-buyer.  She stated that the vehicle was sold and they wanted to cancel the vehicle service agreement.  We advised that in order for us to send the cancel refund check directly to them, we would require a copy of the paid-in-full letter, otherwise the refund would have to go to the lienholder.  She advised she would call back once they had that.  Valerie called back on 11/9/2022 and advised she misspoke and that the vehicle was not sold and only wanted to cancel the vehicle service agreement.  We advised her that we required a written request and would send her a link, that would expire within 48 hours, to respond in writing to cancel the contract.  Unfortunately the customer allowed the link to expire and we received nothing further.  On December 8, 2022, Valerie called back to check on the status of the cancellation and refund.  We advised that we did not receive the written request through the cancellation link so the contract was not cancelled.  We advised we would resend the cancellation link and once we received it back we would process and send the refund to the lienholder.  ******* stated that they did sell the vehicle after all and wanted to have the refund sent directly to them.  We advised we would require the paid-in-full letter and ******* stated she would verify with her husband and call back again.  On 12/9/2022, we received the BBB complaint letter from you.  Upon receipt of your letter, we contacted *** ******* to verify whether or not the the loan was paid-in-full so we could send the refund to them directly or to the lienholder if it was not.  *** ******* advised us it was not our business whether or not the loan was paid-in-full and to cancel.  Using the the letter from the BBB as written request, we processed the cancellation and issued a check to Ford Motor Credit for the full amount paid, $2,250 as instructed by *** *******.  On 12/16/2022, we received a paid-in-full letter from *** ******* so we stopped payment on the original check issued to Ford Motor Credit and re-issued a check payable to *** *******.

  We hope our response satisfies your concerns.  Please let us know if there is anything further.

  Sincerely,

  ****** ****

  MPP Co., Inc.

  Customer Answer

  Date: 12/21/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:
  
  I have still not received the refund. 
  Also the response given is inaccurate. We never received a link to request cancellation. They advised us without a bill of sale identifying the buyer of the vehicle they wouldn’t cancel. I spoke to the dealership where we purchased the truck and they advised we had 30 days to cancel for any reason as long as we didn’t use the protection plan. We then phoned back and advised we do not owe them an explanation of the status of the vehicle and advised we would t provide a bill of sale. We advised we spoke to the management at the dealership and we’re advised if thr 30 day clause. MPP then stated they’d cancel it but send payment to ford motor credit. This was on 11/9/22. We said that’s fine bc FMC will forward us the check. 
  we didn’t receive and had to file this complaint. The next day mpp contacted us and said they’d provide the refund. They then said they didn’t need bill of sale, only paid off letter. We provided it and provided two addresses where they could send the check and have yet to receive the check. We contacted them twice for tracking and status of refund check and never got a response. 
  
  Regards,
  
  
  
  ****** *******

  Business Response

  Date: 12/29/2022

  We regret that *** ******* is not satisfied with our response, however, everything we responded to was correct.  We did send a link that was never completed, and on two separate occasions when talking with *** ********* wife, she said she would have to call back to make sure the loan was paid in full in order for us to send the check directly to them instead of the lienholder.  We did finally receive a written request in the form of the complaint and issued the check to the lienholder.  *** ******* contacted us again and finally did send a pain in full letter so we cancelled that payment and reissued another check directly to him.  We have made every effort to try and send the check directly to *** ******* so he wouldnt have to try and get it from his lienholder.  *** ******* would have received that check long ago had he been cooperative in our efforts to assist him.

  Regards,

  ****** ****

  MPP Co., Inc.

• Initial Complaint

  Date:12/01/2022

  Type:Order 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 tried filing a claim for a failed fuel pump on my truck and was denied. The adjuster kept claiming that the reason it was denied was because there was nothing wrong when in fact my fuel pump is failing. It will occasionally not start the truck up and would take multiple tries before it would start up. I took it to the dealership and they diagnosed it as a fuel pump failure and informed me that there is an updated part that would fix the problem. The adjuster took this as nothing being wrong with the current fuel pump and I was just getting an updated part and denied my claim. He also claimed the reason it wasn't working was because I had E85 in the truck. This should not be an issue whether I had E85 or not because the truck is a flex fuel vehicle. The advisor at the dealership clearly explained to me that the fuel pump is in fact failing which is why I am having all these problems. He said he tried to tell the adjuster the same thing but the guy would not listen. The diagnostics ran on the truck showed multiple codes pointing to a fuel pump failure. Either way, this warranty is worthless when they will try to find any reason to deny you even when the claim is legitimate.

  Business Response

  Date: 12/12/2022

  Complaint ID ********

  ***** ******

  Dear *** ******

  we are in receipt of your letter regarding the above referenced customer and ID.  Upon receipt, we reviewed the information in the claim.  In our review, we found that the adjuster misdiagnosed the information received and was incorrect in their determination.  Once we reviewed the information, we immediately contacted the repair facility and *** ***** to inform them.  Our claims department authorized $1,332.91 for the repair.Thank you for bringing this to our attention as we always want to pay what we owe under the contracts.  Our apologies to Mr. Duong for our misdiagnosis and hope this satisfies his concerns.

  Please let us know if you should have any questions.

  Sincerely,

  ****** ****

  MPP Co., Inc

  Customer Answer

  Date: 12/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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

  Date:10/14/2022

  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.

  We sold our vehicle and they owe us over 3000.00 for a prorated warranty. They’ve mailed a check supposedly twice from Kansas to iowa and somehow both times is lost. They keep saying they have to wait 30 days to get another one sent…. I was hung up on by a manager and ALL customer service reps where horribly rude. I just wanted is owed to me. If i owed them they would want it timely

  Business Response

  Date: 10/27/2022

  Dear Ms. *****,

  we are in receipt of your letter regarding the above referenced customer and ID.  In reviewing our records, we see that Ms. ***** contacted our office originally on August 11, 2022 stating that she no longer needed the service agreement and wanted to cancel.  We forwarded an link where customer could provide written request and copy of the paid-in-full/lien release if she wanted the refund to come directly to her.  On August 24, 2022, customer contacted our office again stating the vehicle was traded and wished to cancel the service agreement.  She advised she would obtain a copy of the odometer statement to verify mileage at time of trade-in and copy of the paid-in-full letter with lien release.  She advised she would contact us upon receiving those items.  On August 30, 2022, customer contacted our office again and advised she had the needed documentation.  We forwarded another link in which she could request the cancellation in writing and attach the documents so the refund check could be sent direct to her instead of her lienholder.  We processed her request on September 1, 2022 and physically printed the check on September 2, 2022.  Ms. ***** contacted our office on September 9, 2022 to check the status of her refund.  We advised that the cancellation was processed and check was issued to her address of record.  We advised that since there was a holiday (Labor Day) that she should allow additional time for mail delivery.  Ms. ***** contacted our office again on September 16 and September 27 to verify status and advised that she had not received the refund check.  We advised her that it is our policy to wait for 30 days before placing a stop payment on a check to reissue another.  She advised she would call back upon 30 days if she has not received the check by then.  On October 3, 2022, Ms. ***** contacted our office again to advise that she still has not received the check and requested that we place a stop-payment on the previous check and re-issue another.  At her request, we started the process to do so and issued a replacement check on October 4, 2022.  The second check was sent to the same address of record.  Ms. ***** contacted our office on October 7 and on October 14, 2022 to advise that she still has not received the refund check.  On the last call, both Ms. ***** and another gentleman whom we assumed to be her husband, were being very abusive on the phone.  Unfortunately, there was another holiday (Columbus Day) where the post office was closed which did not help matter.  They didn't want to hear any excuses and felt we were responsible for mail delivery.  The gentleman used abusive and foul language which our representative requested they cease using or they would have to terminate the call.  After the third request, our representative terminated the call.  We have attempted to contact the customer multiple times since then to verify whether or not the check was finally received however we were unable to connect with them on the phone or email and have not received any return communication.  However, we have verified with our bank that the second check did clear our bank on October 19, 2022.

  While we do understand Ms. *****' eagerness to receive her refund, we process approximately 10,000 cancellation and refunds on a monthly basis.  We take care that each and every one of them are processed correctly and efficiently as possible.  Unfortunately, we can not control how mail is delivered whether it is in a large city or a small rural community.  We hope our response satisfies the Bureau and Ms. *****.  Please let us know if you should have any questions.

  Sincerely,

  ****** ****

  MPP Co., Inc.