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:07/06/2024

  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.

  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,
  
  *************************

  Business Response

  Date: 08/08/2024

  After receiving the complaint, we contacted the customer.  As pointed out in the complaint the customer was concerned about whether or not they had actually purchased a ****** vehicle service contract from ******. We have been under contract with ****** Extended Services of North American (NESNA) for 5 years now. We provide marketing and distribution services for NESNA. Accordingly, we sell the NESNA's genuine factory program, "****** Security Care Plus" direct to ****** owners for NESNA. We made sure the customer was provided with the contract and gave the customer the information they needed to verify the contract was indeed a genuine factory backed program. part of the issue is that the customer believed the purchase would show up on the ****** application. The issue is that the service contact information is stored on a third party's system that is used for administering the program. Currently, the two systems do not interface. 
  

  We also explained that we provide services to over ***** new car franchise auto dealers as well as 9 OEM brands (vehicle manufacturers).This is basically our business.

• Initial Complaint

  Date:07/03/2024

  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.

  APC Automotive Product Consultants based in ******** sent a letter that made it look like it was from Auto ************ The letter stated I had a repair done in the amount of about $600 in March 2024. ***** is a repair order number , vehicle yr make model and partial vin number. They are trying to sell me a warranty. I did not have my vehicle repaired at said location.. This is a scam and they are using private information to scan me! They shouldnt have my vin number. I called, I would not give my name or personal I information. The sales person said Auto Nation sent them the information and Auto Nation did not! I have never been to Auto Nation!! Please be aware of the scam. It should be illegal and as they are lying!!

  Business Response

  Date: 07/09/2024

  I will look up the service record based on the customer # on the letter. For clarification we send these letters out based on what the auto dealer provides to us.

  Business Response

  Date: 07/29/2024

  The consumer stated he did not want us to contact him in the future. Normally when we get a BBB complaint, we contact the consumer. But to respect the consumers wishes we will communicate through the BBB complaint process. Besides, the information the customer provided in the complaint appears to be bogus (the name submitted and email address do not match the information we have in our system.) The customer attached the copy of the letter he received to this complaint and covered up his contact information but did not cover up the customer id number included on the letter. We were able to pull up the consumer from that number. This verified that the person filing this complaint submitted bogus contact information. Nonetheless, we did locate the customer. In the complaint the consumer verifies that the portion of the *** provided in our marketing piece was accurate. That said we pulled the record up and confirmed that the mailing sent to ************************* as indeed from a service visit he paid to *************** ***** The customer claims to have never serviced his vehicle with *************** of **** however we see that the customer actually serviced the vehicle twice. Once in March of 2024 and prior to that we see a service visit in April of 2023.  We have been under contract with Autonation corporate to provide marketing services for 22 years. Autonation is a public company that owns hundreds of new car franchise dealership locations. Through our service agreement with Autonation we are provided service information for all participating locations. The consumer claims they have never serviced their vehicle with *************** ***** however the consumer in the complaint verifies the *** we printed on the letter he received. We received that data from Autonation. We know the consumer data that we printed on the letter must be accurate or the consumer would not have needed to cover that information up when submitting a copy of the letter with the complaint. Either the consumer is mistaken, or someone else is having his vehicle serviced at *************** **** which is highly unlikely. 

  We are not lying, and we are not some rogue Company stealing data. Our Company provides marketing services to over ***** new care franchise dealers in the *** as well as 8 OEM's (The factories that make the vehicles). In fact, we provide services to 7 out of the 10 largest dealer groups in the country. As stated previously, we have been providing these services to Autonation dealerships for 22 years. 

  We have the ability to get the consumer copies of the repair orders directly from *************** **** if he would like in the unlikely event someone has taken his car in for service without his knowledge. But it is our belief that the consumer did service his vehicle at the dealership and then received a letter through our contractual relationship with the dealership.  The consumer certainly can contact me directly to discuss this further if necessary. I can be reached at ************. Or we can have someone from Autonation contact the consumer directly as we have a meeting with their corporate team every other week. We can add it as an agenda item for our next meeting.

  We have added the consumer to our marketing suppression files so as to not market the consumer in the future.

• Initial Complaint

  Date:06/10/2024

  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.

  This is ************************* / ************************************* son & POA. After more conversation with mom it seems this was a so-called bait and switch scam. ************************* with Automotive Products Consultants contacted her on the phone, unsolicited. ***** verbally promoted a policy with a $100 deductible, roadside services, certified repairs & car rental while being repaired. ***** told mom he had saved thousands on repairs in his 20 years of having the policy. My mom even asked if he was telling the truth, that she was 84 years old and need not have a lot of money, he promised he would never do that. I truly feel ***** mislead my mother completely, after review of policy with mom. She believed this would cover all cost with a $100 deductible on each claim. The policy was only sold by ***** and now we are dealing with a company, C.A.R.S., which is only wanting to delay and deny coverage of policy, which is causing problems with repair center car is presently located. The dealership was contacted and $4,700 was approved for repairs on a $12,000 estimate. My mom does not have money to cover these additional charges and also has a $9,000 loan on car she is responsible for. This complaint is contacted to another complaint against JM Motorsports who sold the car and in only 2000 ***** had the motor blow. **** at JM Motorsports promoted the car as a great deal on a solid car with only ******* miles on a Cadillac. These two complaints are intertwined and each company should be held responsible for their misleading sales tactics. We are being forced to accept repairs on car or get it off the car lot, we do not have resources to approve repairs. Mom just wants her car back and without costing her a even more money. Thank you for your attention to these issues and eagerly await your response.  

  Business Response

  Date: 06/25/2024

  We are currently working the the contract administrator, CARS, on the pending claim.  We will have more information by the end of the week. 

  Customer Answer

  Date: 06/27/2024

  If possible we would like to change claim amount to repair estimate of $12,000 or repair total. 

  Customer Answer

  Date: 07/03/2024

  Due to the inability to talk to a representative of C.A.R.S. or Auto Consultants Products we are at a stalemate. They have reached out to Repair center and offered $4,700 dollars towards repair total of $12,000. My mom does not have the funds to cover the balance. Repair center has been trying to work with them, but we have been left out of conversation. We have found a repair center that will do repairs for $5,000 and would like to take car there. If they would cover the $4,700 we could cover the balance. We just need some kind of communication with someone. Still feel mom was scammed by ************************* and sold a false bag of goods. Part of the problem is now if we take car off lot C.A.R.S. will void policy and then where will we be? We are reaching out to the ** for assistance in resolving these issues due to the lack of communication for either party. Please help. ******************* / POA for *********************************, contact # ************ call or text. 

  Customer Answer

  Date: 07/23/2024

  Due to our continued trouble in resolving our claim with C.A.R.S. with little to no help from salesman ************************* or Company. Our last conversation C.A.R.S. involved us taking vehicle to another repair shop with a lower estimate for repair. C.A.R.S. offered to cover $4,700 on repairs at Cable / *****. We were told by 2 different **** who would only give first names ( **** & ******) that this would be fine , it's done all the time. We asked for an email confirming this but were told they don't send emails like that. Now that we have moved car to new repair shop, the shop is being asked to give multiple estimates and backing out of the $4,700 offer on repairs. Please help us bring this to a conclusion, my mom paid what these people asked, they should do what was promised.

  Business Response

  Date: 08/22/2024

  This complaint has taken way longer to resolve than expected but I think we are finally done.  The customer purchased the Contract on 2/29/24 on a 2012 ******** SRX with ******* miles.  On 6/6/24 a claim was filed by *********************** of Topeka with CARS Protection Plus, the contract Administrator.  The repair facility reported the vehicle lost all power, died, and make a noise under the hood.  The shop stated the vehicle needed an engine and CARS requested the repair facility do a teardown of the engine to the point of failure and provide the cause and extent of damage.

  The shop provided an estimate that included an over-priced engine and labor time that was beyond the time published in the labor books for this type of repair. As a result, the estimate was going to cause the customer to come out of pocket several thousand dollars that was not going to be covered per the terms of the contract. If the customer chose an engine sourced by CARS, she would have only had to come out of pocket the labor differential which was still approximately $1500.

  The customer decided to have the vehicle moved to a different shop. The new shop agreed to use an engine sourced by CARS and submitted a labor estimate that was in line with the repair estimate from the national labor books. As a result, the vehicle was able to be fixed with the customer only having to pay the $100 deductible. The shop has been paid and the vehicle has been fixed at this point.

  We sold the contract to the customer, but we do not actually administer the claims. Thus, our role is to help resolve issues when there is a dispute between the Administrator, customer and repair facility. We stayed on top of this repair every week until it was resolved. All service contracts have limitations so as to keep repair facilities honest. Unfortunately, sometimes the shop's labor rates and estimates do not fall in line with the contract terms and conditions. We work to find solutions. The customer was very appreciative of our efforts to get the vehicle fixed. 

• Initial Complaint

  Date:04/19/2024

  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.

  Prime Protect ********************************************************************************** Scam for vehicle service protection.First payment:: 4/2/2024 $593.30 Reported as fraud to my bank and credit card used

  Business Response

  Date: 04/30/2024

  So we have resolved the issue with the consumer.  The person who submitted the complaint is not a customer of ours.  We have spoken to the customer and already resolved it.  

  Business Response

  Date: 05/14/2024

  ***************************** was issued a full refund in the amount of $593.30.  Refund was processed back to **** card ending in 2496 on 4/22/24. 

  Customer, *****************************, contacted us shortly after receiving contract to let us know there were a couple items on the paperwork that needed to be corrected.  We were in the process of making those corrections when customer called to cancel the contract.  We canceled the contract and issued full refund on 4/22/24.  Copy of refund receipt is attached. 

  Thank you,

  ********;

• Initial Complaint

  Date:02/13/2024

  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 purchased a 2019 *** extended warranty lasting 5 -year/125,000s, whichever came first, in August of 2020. It was advertised to me that it was a money-back warranty once the warranty had expired and the warranty was unused, which was the final selling point that led me to purchase the warranty. Roughly 2 years ago, I was almost finished paying the $3,750, and I called ***************************, a certifird Mopar Plan advisor, to see how the repayment worked. He informed me that it was not on my contract for the "money-back" clause, and that was needed to refund me the money once the warranty expires. After much deliberation, he went back to listen to the phone recording of the conversation I had with the purchaser, and it was in fact proven that I WAS supposed to receive the money-back clause in my contract. He said that he would get it fixed, and that I would be taken care of. I received an email recently stating that my contract was set to expire 03/18/2024, so I called mopar extended warranty customer service, and they told me that the money-back clause was still not on my contract, and there was nothing they could do. They sent me to the sales department, who told me that there is nothing they could do either. So I tried to call and email ***** at ************** and emailed him at ******************************** with no response.I would not have even purchased this product if not for that money-back clause, so it feels like I was tricked and lied into buying a product that was not what was advertised to me.

  Business Response

  Date: 02/21/2024

  After receiving the complaint, we researched what happened with this contract. The customer is accurate in stating the contract was initially purchased with the money back guarantee. The customer did in fact call us in August of 2022 to find out how that part of the program worked. At that point, it was identified that the contract did not include the money back guarantee option. Our company is a service provider of **********. We perform marketing and sales services under contract with Mopar Vehicle Protection (MVP) a ******** of ********** (formerly FCA USA, and formerly Chrysler Group). We are not engaged to perform customer service for the contracts we sell on their behalf, those services are performed by MVP's customer service team.  Thus, when an issue like this comes to our attention, we are required to pass it along to the customer service department of MVP for remediation. In this case, we did submit a request to MVP to have the money back guarantee option added to the contract in August of 2022.We have an email confirmation approving the correction from MVP dated 8/11/2022, but unfortunately the correction was not actually completed by them.Had the correction been made in August of 2022, we would not have received this complaint. Accordingly, we sent this email thread to MVP so that the contract could be corrected once and for all. In addition, we sent the corrected contract to the customer. I spoke with the customer directly to explain the sequence of events. The customer was very understanding and was very appreciative that we fixed the issue. He also understood the relationship of our company to MVP and that these issues involve multiple parties. I also had our sales manager send an email to the customer with instructions on how to redeem the money back guarantee given his contract will expire in a few weeks.  I also left the customer with my direct phone number so that if there are any issues whatsoever in exercising the money back guarantee, he can contact me the directly. 

• Initial Complaint

  Date:01/19/2024

  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.

  In January, I received a letter from this business asking to purchase vehicle warranty coverage and recommending a vehicle service contract for my recently purchased 2020 Chevrolet Sonic. In this letter, they impersonated the dealership that I purchased the car from ***** ***** ***** in Richardson, TX); and when I contacted said dealership, they said to ignore said letter because a third party sent it. I have identified the "third party" as this business. They have obtained my contact information illegally and impersonated my dealership in an attempt to commit fraud, all of which are federal offenses. This is an ongoing incident in which several so-called "vehicle warranty services" are involved

  Business Response

  Date: 02/07/2024

  In an effort to honor the consumer's wishes we did not reach out to the consumer regarding this complaint. Normally we always reach out in order to explain to the consumer what happened. Most of the time the complaint is not due to poor service or a lack of service but rather a miscommunication, which is certainly the case here. We actually do have a contract with Lute ***** ***** to perform marketing services on their behalf. Lute ***** is a Sonic Automotive Group owned franchise dealership. Our agreement is with Sonic Automotive and covers ALL of their new car franchise locations. We have been performing services for Sonic Automotive owned dealerships for a total of 9 years and continuously since 2018. Unfortunately, someone at the store misinformed the consumer. We have uploaded our agreement with Sonic Automotive Group as proof of our relationship. We perform similar services to over 3,200 new car franchise auto dealerships nationwide. We have been providing services to dealerships for over 22 years. 

  Due to the miscommunication, we have retrained the employees of Lute ***** *****. In addition, we have removed the consumer from future marketing by our company per his request. 

  Unfortunately, there are dozens of "direct" marketers out there either illegally dialing consumers or marketing them aggressively through direct mail using purchased marketing lists. Our company works under contract with the dealer so that consumers have the ability to buy these products from a brand they trust. We are SOC 2 Type 2 certified and all of the data we receive under contract with our dealerships to perform the services is delivered through certified interfaces.

   

   

• Initial Complaint

  Date:12/28/2023

  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.

  I have received a check from the vendor in the full refund amount. Thank you.e phone that we have not received our refund. She tells us that it will be via check and to give it two weeks from the cancelation date to receive it in the mail. 2 weeks pass from the cancelation date and we do not receive anything in the mail. We call again on 12-22-23 and speak with a supervisor. She informs us that it will not take up to a month + shipping time to receive our check. We are flabbergasted at the changing "refund time"s that we were given and we want our check is***d right now and mailed back to us. If we do not receive our check within the next 2 weeks, we will take legal action for breach of contract and will notify various media outlets on how this company is a scam and should be shutdown. Our dealership will also *** if we are not refunded (for false impersonation and other illegal practices) . This company also looks like it uses a "shell" website, with no address listed.

• Initial Complaint

  Date:12/23/2023

  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.

  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,
  
  *******************************

  Business Response

  Date: 01/09/2024

  After receiving the complaint, we contacted the customer. I had a really good conversation with the customer. We went through the call recordings and the system in order to figure out what happened. Our customer service representative notated the account for cancellation but failed to forward the "Notice of Cancellation" to our cancellation team. Had our representative done this the customer would have been provided a refund within 3 days. As a result, the contract stayed active until it defaulted for a lack of receiving the monthly payment. At that point the system automatically sends a cancellation letter with information basically letting the customer know we do not have the miles to properly calculate the refund. But as previously stated the customer had already called to cancel. Normally we request the customer to send something in writing which triggers the cancel process. Our representative decided to handle the cancellation on his own rather than have the customer send something in to make it easier for the customer. But unfortunately failed to deliver the notification to our cancellation department. After explaining this to the customer we made sure we refunded her 100% of her downpayment. Moreover, we mailed her a $50 gift card (Mastercard) for her troubles. Finally, I made sure the customer service manager listened to all of the calls and instructed him to take any remediation steps with our customer service representative if he did not handle the call correctly in terms of how he treated the customer. At this point the customer is happy with how we handled the complaint. I also gave her my direct line just in case she has any issues so she can contact me directly.