Complaints

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:06/09/2025

  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.

  When I bought my car last year the employee who got the paperwork together got me set up on a payment plan to this company and I started making monthly payments to use for car repairs or replacements. A couple weeks ago when my car needed work done another employee at the dealership looked at the paperwork of this company and said it was a scam.lership only works with Ethos Group. At one point in the conversation the salesman who was present when I bought the car overheard some of the conversation and asked if he could look at the paperwork regarding zpay and Prime Protect. He took it with him and closed the door. A few minutes later, he came back and said that it was not a legitimate account or business or contract. He said it was a scam and he doesn't recognize it at all. This was not the salesman that got me setup with zpay, it was another employee at this same dealership though. In total, I have paid this company $1,835 . I have gone to my bank, and ended the monthly payments. I want all of my money back. The sheet about **** says I have an online account number that is ********** for ***************** The policy number is PPE536593.

  Business Response

  Date: 06/18/2025

  We reached out to the customer and resolved this complaint.  Customer stated that she filed complaint before contacting us to cancel because dealership told her it was a scam.  We explained our affiliation with CARS Protection Plus and told her that dealership would have been paid for covered repairs if they had filed a claim.  She understands this is not a scam but did proceed with terminating the contract.  Customer is due a prorated refund of $1032.82 and said that complaint will be resolved when she receives the check. 

• Initial Complaint

  Date:05/21/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** ******

  Business Response

  Date: 06/11/2025

  We reached out to Ms. ****** and resolved this complaint.  Ms. ****** purchased a vehicle service contract through a partner dealership but took the vehicle to a different dealership for repairs. The non-partnered dealership didn't file a claim for the repairs so she paid out of pocket to fix the vehicle.  We agreed to refund customer the additional $1755.61 that she paid towards coverage.  A check for $1755.61 was mailed from our office today (6/11/25) so has now been refunded in full. 

• Initial Complaint

  Date:04/14/2025

  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.

  This complaint has been resolved by the business and I am satisfied.

  Business Response

  Date: 04/30/2025

  We reached out to the customer and the issue has been resolved.  The vehicle service contract purchased through *** was canceled and customer was refunded in full.  We confirmed with the customer that they received the full refund and were satisfied with the outcome. 

• Initial Complaint

  Date:12/15/2024

  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.

  Automotive Product Consultants continually tries to send me emails falsely claiming to be a local car dealership. They say I've opted out of a warranty and that we spoke about warranty protection for a car I don't even own. I have tried to call their number to remove myself from their list and they will not stop contacting me! I had to sign up to block spam snail mail to stop the paper mail as well. They are scammers posing as real dealerships!

  Business Response

  Date: 01/17/2025

  We did email the customer and also mailed the customer on behalf of **************** The customer claims that we have nothing to do with the customer. That is completely false. Our company provided sales and marketing services to over ***** new car franchise dealers across the **. In addition, we power programs for 8 vehicle manufacturers. We are not a fraud nor a scam. According to our records the customer opened two emails that we sent but did not click on the opt out link. The customer did however call in on 11/27/2024 to be added to the marketing suppression list. We did process her request, and the customer will no longer receive vehicle service contract marketing solicitations from ******** ******* The customer information we received came directly from ******** ****** and represents data from a service record from 8/4/2022. Although the customer may not own the vehicle anymore, ******** ****** would not necessarily have that information. We have been proving services to ******** ****** under a written agreement since July of 2021. At this point, as stated previously, the customer has been added to the marketing suppression files.

• Initial Complaint

  Date:11/29/2024

  Type:Sales and Advertising 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 name is ***** ******. This formal complaint is to officially document and communicate the fact that I do not wish to do business with National Vehicle Headquarters , its affiliates, or subsidiaries now or in the future. Your company has began sending me unsolicited junk mail offering me discounts for your service. I am not interested in doing business with your company now or in the future. Please remove me from your mailing list permanently and immediately. I need a written confirmation that you received this letter and that you will no longer send me mail or junk mail to my address on file or that is the subject of this formal complaint. In closing, I need this acknowledgement from your company within two weeks from the date of this formal complaint citing the date I was removed from your mailing list? If you fail to respect my wishes and or decide not to comply with my request. I will seek to resolve this matter with more formal proceedings.

  Business Response

  Date: 01/02/2025

  We sent the below email to the customer on 12/5/2024 and did not receive a response:

  Mr. ******,

  
  I am in receipt of the complaint you filed with the Better Business Bureau. After receiving the complaint, I had our team remove you from our system and add a scrub key to our suppression files so as to not market you in the future. In addition, I went a step further for you. I contacted the company that provides marketing services to us and requested that they make sure you are added to their suppression files as well. They provide services to dozens of companies and most certainly you would have been marketed by other companies that utilize them as well. We added you to our suppression on 12/2/24. The marketing company added you to their suppression beginning on 12/3/24.
  
  I hope this satisfies your request of a written response. If it does not, please let me know what else it is that you need.
  
  As the President of this company, I personally handle all formal complaints. We do not get many and I take each of them very seriously.If you have any other questions my contact information is below.

• Initial Complaint

  Date:10/16/2024

  Type:Sales and Advertising 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.

  Complaint: 22432387
  
  I have reviewed the business' response and am rejecting it because:

  I find this practice deceitful and misleading by both parties. I do however appreciate that my information has been removed.

   

  I will escalate this to the *** to investigate this misleading practice.
  
  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 11/01/2024

  After receiving the complaint we talked to the consumer. We explained that *** of Tulsa is owned by the Group 1 Automotive. We have had a *********************** Agreement with Group 1 for over 6 years. I have attached a few snippets of the Group 1 agreement to this response. We do have some confidentiality provisions in place that preclude uploading the entire agreement. However, our company's business model is to provide services on behalf of car dealerships and we do business with over ***** dealers across the country. We have NOT obtained the dealer's data in an illegal manner, the dealership actually provides us the data in order for us to administer this program for them. In fact, we have certified interfaces with most of the companies providing dealership management systems to new car franchise dealerships. 

  While on the phone the consumer did then pivot to the fact that since we are a service provider for the dealership we should disclose that on our marketing materials. We informed the consumer that we actually do. The consumer attached a copy of an email we sent but it cuts off the disclaimer at the bottom. I have attached the full disclaimer that was printed on the letter and the email the customer received identifying our company as a service provider to the dealership.

  The consumer then requested to be removed from future marketing. We added the consumer to our suppression files to prevent future marketing.

• Initial Complaint

  Date:09/30/2024

  Type:Sales and Advertising 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.

  The company associated with the phone number ************ has been sending me harassing emails regarding a 2016 vehicle totaled in 2021. Despite my repeated blocking of the email and non-response, they continue to send me 'warning' emails, including "2ND ATTEMPT" and "3RD ATTEMPT." The emails also claim to be from my Dealership, which is also incorrect as I have not bought a car from that dealership since 2016. They have also repeatedly called my phone regarding an expired service contract. I have pressed 1 to be taken off the list, and I have clicked 'unsubscribe' on the email. THEY STILL WILL NOT STOP!

  Business Response

  Date: 10/31/2024

  We reached out to the consumer by phone and email to explain the following.

  We are a service provider for automobile dealerships. We are under contract with over ***** automobile dealerships nationwide. In your case,we are providing services to **** ******** ******. You stated in the compliant that you have not purchased a vehicle from this dealership since 2016 which is 100% correct. Our services for our clients involve marketing historical customers who either purchased a vehicle or serviced their vehicle at the dealership and DID NOT purchase a vehicle service contract from the dealership.The solicitations you received were for the 2016 ****** Corolla you purchased in 2016 from **** ******** ******. Vehicle service coverage is eligible on vehicles up to 15 years old. If you no longer own the vehicle the dealership may not be aware of the change of ownership. We are finding in this economy more and more people are holding on to their vehicles longer. The average age of vehicle on the road today is at an all time high of 12.6 years. Thus, the 2016 ****** is eligible for coverage.
  
  As for the emails. We utilize an email platform owned by the company **********. The system has a very robust tracking system. When I had the team pull up the emails we sent you the system tells us that a few of the emails were opened, but that the opt out link was not clicked. If you did indeed click the opt out link in the email please let us know. The system automatically adds opt-outs to a suppression file such that emails will no longer be sent to that address. We take consumers wishes very seriously. We never want to email someone who has opted out. But we do not show the opt out link was actually clicked.
  
  That said, we have opted out your email address. We also added you to the permanent suppression file in our internal database so as to opt you out from any and all marketing in the future.
  
  I am the President of this company. I take these complaints very seriously. If you did indeed click the opt-out link let us know as we will then submit a technical request to ********** since their system manages the opt-out link. We have never seen this as an issue in the past, but we want to be extra cautious. There are two levels of opt-out within the link. One opt-out is at the delivery level and the other opt-out level is to opt-out of emails from any company using **********s technology.
  

• Initial Complaint

  Date:09/09/2024

  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.

  Update- Received an all the very next day from a senior representative. *** answered all the questions that I was asking the representative on the initial call and advised the refund check would be in the mail by the end of the week. The check arrived via expedited mail today. Thanks APC for a the expeditious service and resolution!nths and we had it less than 1 year.

• Initial Complaint

  Date:08/12/2024

  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 got a letter in the mail from a *************************, stating I would lose coverage of my car warranty if I don't respond to them by July 28. I called them on July 22 thinking this was an urgent matter. Fortunately for them, because I am a new car owner, they were able to easily get me to cough up my car's VIN number AND my bank account information. They hadn't yet charged my bank account (man on the phone, a very nice man, said he'd charge me in 3 days). A day after the call, I had a nasty feeling - I knew something wasn't right. I was already paying for my car warranty through my dealership. I went to the bank and removed money from my bank account. Today, I have multiple random amounts of charges on the closed account (I was notified by my bank via text). I am not paying for this fake service that I was naively convinced to purchase. I do not want any paper bills being sent to me, from a shady billing service (ZPay) and I have put a fraud alert out on my credit score. So, I guess this was a ****** in discernment for me.

  Business Response

  Date: 09/10/2024

  The customer seems to have made an incorrect assumption about our company, and we wanted to provide the appropriate facts. First, the letter we sent did not say her warranty expired. It pointed out that the ************* Factory warranty comes with a limited amount of time. Second, we ran one payment for $215 for the customers downpayment. We ran this payment only once and it did not clear. Although the payment plan was set-up with Z-pay,because the account was cancelled prior to the first payment date of 8/22/2024,Z-pay never ran a payment. We are not sure what the other charges the customer is referring to as we only ran one payment for $215 which was authorized by the customer on 7/22/2024.

  
  It appears the customer was concerned as to who we are as a company but failed to contact us to ask before filing this complaint. The customer easily could have called the next day and we could have cancelled the plan and made sure she got her money back. We are not a scam. In fact, our company is in direct agreement to provide services to over ***** new car franchise dealers in the **. We also provide services to over 9 vehicle manufacturers. We are SOC 2 Type 2 compliant. We would not be able to do any of these things if we operated in a way the customer is insinuating.

  
  In the future we advise the customer call the merchant first when nervous about a purchase and verify information rather than making assumptions, then filing a complaint several weeks later. Art this point the agreement is cancelled and the customer never paid any more for the purchase. We will not contact the customer in the future

• Initial Complaint

  Date:07/15/2024

  Type:Sales and Advertising 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 am working with this business and have been told I will receive a full refund.  Upon receipt of the refund I will amend my complaint.  

  Customer Answer

  Date: 07/18/2024

  I wish to retract this dispute immediately.  The president of Automotive Protective Services(APS) reached out to me, and was an absolute professional, and a very nice and understanding person. He took the time to thoroughly explain how extended automotive warranties are sold from dealerships through his company.  He was empathetic with my concern of perhaps being defrauded by the lack of follow up from their sales broker and without a policy in hand after a month.  He completely understood where I was coming from. He apologized for the gap in communication and any confusion created by the sales broker who sold me the policy.  He went on to explain why it happened (she moved into a new department - phone cal were not forwarded) however he did not use this as an excuse, he just wanted to provide transparency as to the reason, and he took full accountability.  I started the week feeling like I was a victim of a scheme and I leave the week knowing that APS is a legitimate and professional company who provides extended warranty services to over 3000 dealerships in the US  They can be trusted and if something goes wrong they will swiftly fix it.  I was offered a full refund and there was absolutely no "hard sell" for me to change my mind.  This is what good customer service looks like and I am 100% satisfied with the outcome and would recommend APS to those in search of an extended warranty.  While there was a snafu in communication - which can/does happen at every company - APS, once they learned of my issues, promptly, professionally and  hassle free made it right!  Thank you to their president who called me and remedied this issue.