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:09/19/2022

  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.

  In July of 2021 my 2016 Mazda 6 had a water pump issue. As we were coming into our apartment complex after an hour long drive we smelled maple syrup when I lowered my driver's side window to enter our gate code. We looked under the car and saw liquid coming from it and realized we needed to take it to a mechanic. It was late in the evening so we called the after hours number at our local ****** **** that we trusted and made an appointment for the next day. We drove the car about a mile before we received a warning on the console LCD saying that the car was overheating. We stopped driving immediately and called the mechanic to come pick up the car with a tow truck. After an inspection of the vehicle they discovered that the water pump had literally split into two pieces and was probably not functioning correctly for some time. The inspection showed that one of the engine heads had warped. The engine required replacement and MPP denied the claim. Even though I paid for an extended warranty on the vehicle MPP claimed that I magically knew that the engine was overheating and they claim that I drove it hot for a long time until the engine head warped. I had the mechanics at Brakes Plus retrieve screen grabs from the computer to see if at anytime the check engine light had come on. I have the paperwork and proof that it did not come on at all.
  
  My wife and I have appealed to them several times but when they escalate us to a supervisor to talk about it, the call always goes to an answering machine and between her and me we have left at least 14 messages to call us back and they have NEVER returned our calls. They have ignored us at every turn.
  
  Total cost of engine: $7033.89
  Total cost of car rental: $1097.39
  Agreement Number: ******** The vehicle is warrantied up to 125,000 miles
  The current mileage is 60,000 miles.
  
  
  Please help us, this is unnecessarily unfair and totally unprofessional. Thank you in advance for any help you can provide

  Business Response

  Date: 09/29/2022

  September 28, 2022
  
  ******** *****
  ****** ******** ******
  
  ***         ****** ******* ******** ********
                ** ********
  
  Dear
  Ms. *****,
  We
  are in receipt of your letter regarding the complaint filed by ******* *******.  In reviewing our records, we do
  find that on or about June 25, 2021, we received a call from ****** **** advising
  that Mr. ********* vehicle was towed into their repair facility, complaining
  that the engine “blew up” and water pump is leaking and also had an oil
  leak.  We authorized the water pump
  replacement.  ****** **** advised they
  also needed to replace the stuck thermostat which we advised is
  non-covered.  After replacing the
  waterpump and performing an oil change service, the shop called back and
  advised that water was now coming out of the tail pipe when the car
  started.  They advised that there was
  coolant intermix and must have a blown head gasket or warped head.  We advised for them to get customer’s
  authorization to tear down to determine the cause and extent.  They called back and advised that there is
  coolant in the oil and the head is cracked and warped due to overheating.  We assigned an inspector to inspect the vehicle.  The inspector found the water pump shaft to be
  wobbly and had failed.  They also found
  that the head was cracked and warped beyond repair.  While there was probably additional damage to
  the lower end of the engine, the engine was not in sufficient state of tear
  down to determine.  Unfortunately, the
  battery was disconnected which erased any codes that may have been stored and the
  inspector was unable to verify if any were set.
  
  After
  reviewing the inspection report and discussing with the repair facility, the water
  pump replacement was authorized as noted above, however, any repairs to the
  head and lower engine were denied for continuing to operate the vehicle in a
  failed condition and overheating the engine.  The repair facility stated that Mr. ******* had an appointment for
  overheating.  The customer knew the
  vehicle was overheating but drove the vehicle to the repair facility anyway and
  that is when the engine failed.  It takes
  the engine to get extremely overheated in order to warp and crack the head.
  
  While
  we sympathize with Mr. ******* in this situation, the vehicle service contract
  specifically excludes failure due to insufficient coolant, overheating, burst
  hoses, or stuck thermostats.
  
  Please
  let us know if you should have any additional questions.
  Sincerely,
  ****** ****
  *** **** ****
  

• Initial Complaint

  Date:08/18/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They refuse to pay off my car after it was deemed total loss. I bought coverage for the purpose of the car being covered in case of total loss of car.
  They have been RUDE and refusing to work with anyone who contacts them. Saying they are not receiving documents when both dealership and loan company are sending them to the address they are providing!

  Business Response

  Date: 08/30/2022

  Tell uAugust 30, 2022
  
  ******** *****
  ****** ******** ******
  
  Re:         ** ********
                **** ******* *********
                **** *****
  
  Dear
  Ms. *****,
  We are in receipt of your letter
  regarding the above referenced ID and customer.  In reviewing our records, we find that on or about May 1, 2020, Mr. ********* purchased a 2018 Lexus. At the time of purchase, he also opted to purchase a
  GAP Debt Waiver Addendum in conjunction with his 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, both defined within the Addendum, in the event of a
  Constructive Total Loss.  On or about
  June 27, 2022, Mr. ********* contacted our office to advise that his vehicle
  was involved in an accident and deemed a total loss by his auto insurance
  carrier.  We advised Mr. ********* of the
  required documentation in order to process his claim and also sent him a letter
  detailing the same.  After corresponding
  back and forth with Mr. *********, his auto insurance carrier, and others, we
  receive all of the required documentation.  In reviewing his documents, it was discovered that Mr. ********* had
  $3,697.60 in unpaid installment payments.  Additionally, Mr. *********’s auto insurance carrier deducted $2,751.00
  for condition adjustments from the settlement value.  As noted above, the GAP Debt Waiver Addendum
  is subject to specific terms and conditions.  The Net Outstanding Balance does not include unpaid installment payments
  and Actual Cash Value does not include deductions for condition adjustments.   After calculating the GAP Benefit in
  accordance with the GAP Debt Waiver Addendum and deducting the referenced
  amounts, the result was a negative $4,326.56 balance, or Zero GAP.
  
  While we sympathize with Mr.
  *********** situation, unfortunately the amounts noted above are covered under
  the GAP Debt Waiver Addendum and there are no amounts to be waived.  Upon processing Mr. *********** claim, his
  GAP Debt Waiver Addendum was cancelled effective the date of loss and a refund
  in the amount of $553.25 was forwarded to his lienholder of record.  We hope our response satisfies the Bureau and
  Mr. *********** concerns.  Please let us
  know if you should have any questions.
  
  Sincerely,
  ****** ****
  MPP Co., Inc.s why here...

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 19th I took my car into the dealership and it was diagnosed and was told it was the oil pressure sensor and the oil pump. The dealership had the car for a while and would never get back with the MPP, so I took it to a different dealership. Now the dealership is saying it's just the oil pressure sensor and not the oil pump. And now MPP is saying that my gold plan does not cover the sensor. It only covers internal lubricated parts. An oil pressure sensor is usually installed in the cylinder block close to an oil filter or at the oil filter housing. An oil pressure sensor is a vital component of any cars engine. It monitors the oil pressure in the lubrication system. Oil is essential for your engine, which lubricates and reduces friction throughout the engine. Because there's no way to tell how much oil is being pumped through the engine by looking at it, your car's computer relies on the oil pressure sensor to figure it out. And if this is the case then why does MPP not cover this but it covers the oil pump housing, oil pan, and the seals and gaskets. This is part of all that including the sensor. Here you pay thousands of dollars to have a warranty you think will cover your oil components, just to be told we don't cover that you should of got the platinum plan. I was not offered the platinum plan when i bought my car or I would have to make sure everything was gonna be covered.

  Business Response

  Date: 08/23/2022

  ******** *****
  ****** ******** ******
  
  Re:         *** ********
                ***** ********* ****
  
  Dear Ms. *****,
  We are in receipt of your letter
  regarding the above referenced ID and customer.  In reviewing our records, we do show that ******* **** purchased a
  vehicle on or about May 22, 2021.  At the
  time of vehicle sale, he also opted to purchase vehicle service agreement from
  our company.  On or about July 19, 2022
  we received a call from ****** ******** advising that the vehicle was in their
  repair facility with the complaint of low oil pressure reading.  The diagnosis was that the oil pump was fine,
  however the oil sending unit and oil pressure sensor had failed.  While comprehensive, the coverage purchased
  by Mr. **** covers specifically named components and unfortunately those two
  items are not listed as covered components.  It appears that Mr. **** did not have this repair facility repair the
  failed components and we received another call from a different repair facility
  on August 10, 2022 with the same complaint.  We advised the repair facility that those were not covered
  components.  On August 17, 2022, Mrs.
  **** contacted our office and advised that the day after they picked up their
  vehicle from the second repair facility, the check engine light came on and they
  were taking the vehicle into another repair facility.  We received a call from the repair facility who
  advised that they ran some tests and found the oil pump to have failed this
  time.  The oil pump is a covered component
  and we authorized payment for that covered repair.
  
  We hope our response satisfies Mr.
  and Mrs. **** and the Bureau.  Please let
  us know if you should have any questions.
  
  Sincerely,
  ****** ****
  MPP Co., Inc.

  Customer Answer

  Date: 08/24/2022

  [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 am not satisfied, because it was the oil pump not the sensor. If it was diagnosed right I would not be out the money to fix what was not covered to begin with. If it was the sensor then the next day the oil pump would not of had to been replaced.

  
  Regards,
  
  
  
  ***** ****

• Initial Complaint

  Date:07/26/2022

  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 am submitting this complaint because I am being railroaded by my GAP insurance company MPP. I was in an accident memorial day weekend. The insurance companies paid out their shar of the damages. Once all was said and done with the insurance companies there was a leftover balance of 4296.18. This remainder I expected to be covered by my Gap insurance which I purchased for 1000 dollars when I purchased the vehicle. After over a month of repeatedly uploading requested documents over and over again, not hearing from the adjustor for days or weeks after sending him an email. I have emailed Mr. ****** twice today alone and received no reply. I understand the 480.00 that they refused to cover but the rest is completely unacceptable and is frankly insulting. I paid this company for a service, they refuse to follow through on that. They did not even cover a fourth of the remaining balance. What is the point of paying for Gap insurance when you purchase a car if you’re going to be treated terribly like this. My insurance claims adjustor said that this was in fact unacceptable as this is a lie and is not true. I really don’t understand what I need to do but the fact that they treat their paying clients like this is completely and utterly disgusting. I believe when you pay for something you deserve better than this. I want my remaining balance which in reality is not that much to be paid for. I paid for GAP insurance now cover the GAP. As I said before I will cover the 480 dollars I understand that but the remaining 3816 should be covered by my GAP!! This is disgraceful and disgusting!!!

  Business Response

  Date: 08/10/2022

  Ms. *****, our apologies for not responding sooner.  We erroneously thought we did.  Please find our response below.

  In reviewing our records, we find that on or about March 13, 2022, Mr. ******* purchased a 2016 Nissan. At the time of purchase, he also opted to purchase a GAP Debt Waiver Addendum in conjunction with his 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, both defined within the Addendum, in the event of a Constructive Total Loss. On or about June 7, 2022, Mr. ******* contacted our office to advise that his vehicle was involved in an accident and probably totaled. We advised Mr. ******* of the documents that would be required to review and process his claim and sent a letter acknowledging the same. After going back and forth with Mr. *******, his lienholder, and his auto insurance carrier, we received the required documents to review and process his claim. After reviewing the documents, the benefit payable to Mr. *******’s lienholder in order to waive a portion of the debt was calculated in the following manner. At the time of loss, the Net Outstanding Balance (less vehicle service contract cancellable refund of $3,015.92) and amount financed over 150% of NADA Value ($480.48), was $29,619.03. The Actual Cash Value paid by Mr. *******’s auto insurance carrier (less net condition adjustments of $1,1818.00) was $28,621.33. The difference subject to the GAP Debt Waiver Addendum totaled $997.70. This amount was forwarded to Mr. *******’s lienholder.
  

  In Mr. *******’s complaint, he states that after the $997.70 was sent to his lienholder if left a remaining $3,303.70 that he feels we should still owe. As noted above, the GAP Debt Waiver Addendum is subject to terms and conditions and specifically excludes condition adjustments from the Actual Cash Value. In Mr. ********* auto insurance carrier’s settlement valuation, they deducted a total net amount of $1,818.00 from the settlement calculation. The GAP Addendum specifically excludes any amount financed over 150% of the NADA Retail Value. That amount was $480.48 and was deducted as noted above. Additionally, Mr. *******’s auto insurance carrier originally deducted $1,000.00 deductible from the settlement but subrogated against the at-fault driver’s insurance and was reimbursed the $1,000.00. That amount was sent directly to Mr. ******* however, it should have been sent to the lienholder to reduce the balance as part of the Actual Cash Value paid by the auto insurance carrier. If you add of those amounts it totals $3,298.48, just a few dollars difference of the amount expected by Mr. *******.

  
  While we sympathize with Mr. *******’s situation, the GAP Debt Waiver Addendum paid the lienholder
  the amount calculated and owed under the provisions of the Addendum.
  

  Sincerely,
  ****** ** ****
  MPP Co., Inc.

  Customer Answer

  Date: 08/10/2022

  [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:this is complete garbage, I could have cancelled my Gap and received more in refund than what they paid. Also they refused to consider the information that I sent them regarding the adjustments from my insurance company. Their communications with their adjuster was terrible lol from ignoring emails from myself and my insurance as well as not responding. MPP should be ashamed of themselves and their level of customer support. These people are nothing but sheisters and thieves. 
  
  
  
  Regards,
  
  
  
  ****** *******