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:06/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a letter in the mail that has all my information including the car I recently bought a month ago. Statiing to call them since my factory warranty is expiring. I called them last june 11, 2025 and they sold me a policy claiming it is under ****** (my car). I initially thought it was really from ****** because how else would they get my information if not. I paid the 495 gave them my debit card information.. no documents came in the mail. I called the same number I did the first time and I told them would like to cancel the policy I had just gotten with them less than 2 weeks ago I was put on hold for so long. Nobody fixed the issue and I asked around and I was told that this is a scam. I'm looking for help to ask for a refund, and to cancel the policy I had with them hoping they won't charge me in the following months to come.

  Business Response

  Date: 06/25/2025

  Dear Ma ****** *****,
  
  We want to assure you that we are not a scam and take these concerns very seriously. We understand how receiving a mailer with your vehicle information may have caused confusion, and we sincerely apologize for any misunderstanding.
  
  We have reviewed your account and can confirm that your policy has been fully cancelled as requested. Your refund was issued and processed on the same day your cancellation was completed. You will not be charged any further.
  
  If you have any additional questions or need further assistance, please dont hesitate to contact our customer service department.
  
  Sincerely,
  **** ****
  Director of Administrative Services
  AutoProtect USA
  **************

  Customer Answer

  Date: 06/25/2025

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

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted company on July 17 2024 to report total loss of vehicle. I went through 5 people before I was told I need to submit in writing to cancel my policy. I did and they received the letter January 3rd 2025. They said 10-12wks for refund waited past that time and called again. Spoke with **** on 5/29/25 got transferred to ****. They said would receive funds by the 17th of June. Still nothing. All together the people I've spoken to are initially ****** *****, ********* **** ******(most helpful) **** and ****. This is ridiculous. Just need help getting my refund from the company. Vehicle was 2021 Nissan Rogue Sport. The dollar amount of refund may be more.

  Business Response

  Date: 06/25/2025

  Dear ***** ********,
  
  We sincerely apologize for the inconvenience and frustration this situation has caused. We appreciate your patience throughout this process and thank you for bringing this to our attention.
  
  After reviewing your account, we can confirm that your refund check was processed and placed in the mail on June 24, 2025. The check number is 5493, issued in the amount of $493.48.
  
  If you do not receive the check within a reasonable timeframe, please do not hesitate to reach out to our customer service department so we can ensure the matter is resolved promptly.
  
  Thank you again for your understanding.
  **** ****
  Director of Administrative Services
  AutoProtect USA
  **************

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently took out a policy for car insurance. I have tried numerous times to cancel with no luck. I don't drive my vehicle it's in the garage with battery unhooked. I have medical issues and am unable to drive. I want my policy cancelled immediately.

  Business Response

  Date: 06/20/2025

  Dear **** Miglion,
  
  We sincerely apologize for the inconvenience and frustration you've experienced. Thank you for bringing this to our attention.
  
  Yes, we can absolutely cancel your policy as requested. We understand your situation and are here to help make this process as smooth as possible. If you have any additional questions or need further assistance, please do not hesitate to contact our customer service department at **************.
  
  We appreciate your time and thank you again for reaching out.
  
  Sincerely,
  **** ****
  Director of Administrative Services
  AutoProtect USA
  

• Initial Complaint

  Date:06/12/2025

  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.

  Remove me from your mailing list immediately. I am in the DMACHOICE list so I should not be receiving it and I do NOT even own a car.

  Business Response

  Date: 06/12/2025

  Dear *******,
  
  We sincerely apologize for the inconvenience and any frustration this has caused. I have located your records in our database and have removed you from our mailing list.
  We respect your privacy and your inclusion on the DMAchoice list, and we will ensure that you do not receive any further mailings from us.
  Thank you for bringing this to our attention.
  
  **** ****
  Director of Administrative Services
  AutoProtect USA

  Customer Answer

  Date: 06/13/2025

  Complaint: 23459028
  
  I have reviewed the business' response and am rejecting it because: you should have been aware of my enrollment on the DMACHOICE list and never sent me mail. 

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

  Business Response

  Date: 06/17/2025

  We understand your continued concerns and appreciate you taking the time to follow up.
  As previously stated, we have removed your information from our internal mailing list and you will not receive any further mailings from our company.
  Please note, however, that we cannot guarantee you wont receive similar mailers from other companies, as they may obtain their mailing lists from different sources not affiliated with us.
  We regret any inconvenience this has caused and appreciate your understanding.

• Initial Complaint

  Date:05/29/2025

  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.

  SCAM ARTIST BEWARE Back in February, my significant other was tricked into signing up with this service when her sales agent told her on the phone that her factory coverage had expired on her vehicle, which was a 2024 with less than 20k miles at the time so not possible her coverage from the factory would be expired she then mentioned she signed up with an extended plan at the dealer to which the sales person said "thats expired" so she signed up with the policy thinking her coverage she was currently paying for is expired reguardless of the sketchy sales tactics that is litterally lying to the customer she had modifications on the car so no warranty can cover it extended at the dealer or not so when i called and said "in your policy booklet you cannot cover modications on a car so this should not have been set up in the first place she was never asked about modifications on the car so i would like a full refund for her policy" to which i was told by **** "we will get the sales call pulled and follow up with what came of it" so fast forward to 2 days later i had to call in and see if they got it done just for him to say "so she wasnt asked about modifications but did you get the policy booklet" "i replied yes i told you i read it and saw you cannot cover modifications thats why i asked you get the sales call pulled since she wasnt asked about modifications and this was set up in BAD FAITH AND INNCORRECTLY since you couldnt cover from the get go she would be due a full refund he told me "no you have 30 days to review the coverage and cxl for a full refund" **** then proceeded to tell me i wasnt due and explainaton on how something that was set up INCORRECTLY AND IN BAD FAITH wasnt due a full refund when he is supposed to be a customer service manager/supervisor? I asked to speak with his supervisors to try and get an understanding of how something set up in BAD FAITH AND INCORRECTLY isn't due a full refund, and he said no **** IS COMPLETELY UNPROFESSIONAL.

  Business Response

  Date: 06/02/2025

  Dear ***** ********,
  
  We have reviewed the complaint and also thoroughly reviewed the sales calls referenced. At no point during the call did our representative state that the vehicles factory warranty was expired. What was communicated was that the notice we had sent in the mail offering the opportunity to add coverage had expired.
  
  Additionally, the representative did advise the customer to read through the policy booklet. Our policy includes a 30-day ***** period from the date of purchase for the customer to review the coverage in full and ensure it meets their needs. During this time, the customer is eligible for a full refund upon cancellation. After the 30-day period, a prorated refund is issued based on the time the policy has been active.
  
  Regarding the concern about vehicle modifications: our policy booklet clearly outlines that vehicles with modifications may not be eligible for coverage. It is the responsibility of the policyholder to review these terms during the 30-day ***** ******* While the modifications were not disclosed during the initial sales call, the terms and exclusions are made available in the policy documentation.
  
  We understand and appreciate the concern raised, and we strive to provide transparent information during every interaction. We regret that the customer feels the experience did not meet their expectations and will continue to evaluate our training and communication to ensure accuracy and professionalism in all future interactions.
  
  Sincerely,
  **** ****
  Director of Administrative Services
  AutoProtect USA

  Customer Answer

  Date: 06/10/2025

  Complaint: 23395414
  
  I have reviewed the business' response and am rejecting it because: they are failing to take accountability for their actions on setting up something incorrectly While the modifications were not disclosed during the initial sales call, the terms and exclusions are made available in the policy documentation. Completely ignoring the fact that their sales agent didnt do their job correctly when setting up the policy and after further talking with my significant other I do apologize I misspoke she specifically asked about her extended coverage she signed up for at the dealership and was told by her sales agent that coverage was expired why is the consumer being punished for your sales agent not doing their job correctly she was paying you money for absolutely no reason for a policy that was never valid due to modifications from day 1 of the policy 
  
  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 06/16/2025

  Dear ***** ********,
  
  we recognize the concerns youve raised regarding how the policy was set up and the issue of modifications. While our policy booklet does clearly outline exclusions, including those related to vehicle modifications, and we do provide a 30-day ***** period to review and cancel for a full refund, we also understand that you believe the policy should not have been issued in the first place.
  
  In light of all circumstances and in the interest of resolution, we are issuing a full refund in the amount of $560. We hope this brings closure to the matter and appreciate your feedback as we continue to improve our customer service and training processes.
  
  Sincerely,
  **** ****
  Director of Administrative Services
  AutoProtect USA

  Customer Answer

  Date: 06/23/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
    Policy shouldnt ever have been issued and a full refund is due Im glad weve come to that understanding 
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:05/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've canceled my account with **************** and filed for my refund months ago; so long ago that I had forgot. I called to get an update on my refund on May 8th. The man I spoke with said, "Yes, I see your claim. Your refund is being sent out tomorrow (Friday May 9th)." I called back Tuesday, May 13th and told them I hadn't received anything. They then said, "It should be there by Friday (May 16th), it was sent out." I think to myself, there may be some delays in the shipping. I then called back Monday, May 19th to let them know I still haven't received anything. They said, it should be getting there by Wednesday, "It was priority shipped", which I think is total BS. It is now Wednesday, May 21st and I have yet to receive anything. When I called today, they said "We can see that your check was shipped, but it hasn't been delivered. We need to speak with our accounting department about this but they're not in the office today through the rest of the week" I don't know how many businesses have accounting gone from Wednesday to the following Tuesday, but it's very suspicious. It's extremely frustrating because I know when someone is giving you the "wrap around". I highly regret taking out any sort of warranty with this group, but now I just want my refund so I can move on.

  Business Response

  Date: 05/27/2025

  Dear O'**** ****,
  
  First and foremost, we sincerely apologize for the frustration and delays youve experienced regarding your refund. We understand how disappointing and upsetting this situation has been, and we regret the lack of clear communication throughout the process.
  
  Please know that your refund has been a priority for us. After reviewing your case, we can confirm that your refund check was processed and placed in the mail today. We understand this has taken longer than expected, and we deeply regret the inconvenience this has caused.
  
  We truly appreciate your patience and are committed to ensuring this matter is fully resolved. If you have any further questions or do not receive the check within a reasonable timeframe, please dont hesitate to contact us directly.
  
  Sincerely,
  **** ****
  Director of Administrative Services
  **************
  

  Customer Answer

  Date: 05/29/2025

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

• Initial Complaint

  Date:05/09/2025

  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.

  non stop harassing behavior fraud deceptive business mailings

  Business Response

  Date: 05/12/2025

  Dear ********* ****
  
  We sincerely apologize for any frustration or inconvenience caused by our mailings. We take concerns like yours very seriously, and we want to assure you that we are immediately removing your information from our internal mailing lists to prevent any further contact from our company.
  Please note that due to the nature of direct mail cycles,you may still receive a few pieces of mail that were already processed prior to your removal request. These should stop shortly, and we appreciate your patience in the meantime.
  Again, we regret any distress this has caused and thank you for bringing it to our attention.
  
  Sincerely,
  **** ****
  Auto Protect USA

• Initial Complaint

  Date:03/28/2025

  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.

  May of 2024 I cancelled a policy with ******************** because no mechanic would honor this company because of difficulties with receiving payment.Upon finding out about this I cancelled my policy and asked for a refund. I have never received any check from them and after repeated attempts to resolve this issue I still have not received any refund. I finally received a check from ******************** for $1,666.62 and deposited it in my account on January *******. On February 03 2025 the check was returned by my bank and stop payment from ********************. The check was never cashed. I called and mentioned this and I was told by a customer service person that the supervisor had said that the check was cashed which the attached documents shows that it was a returned item and never went through .I have called this company eight different times and received different excuses each time for why I have not received the refund.I am going to contact them on Tuesday and send them the documentation that i have sent to you. I wanted to contact BBB because this isnt the way to do business. I paid good money and i just want it refunded.. This coming May will be a year since cancellation and requested refund.Appreciate any assistance.Thank you

  Business Response

  Date: 04/03/2025

  Dear ******** ****,
  We sincerely apologize for the error on our part regarding your refund. We understand your frustration and appreciate your patience as we work to correct this issue.

  
  We have issued a new check and have sent it via Priority Mail. You can track the shipment using the following tracking number: 9505 5121 4896 5092 8631 41. This will allow you to monitor its delivery status.

  
  Please let us know once you receive the check, or if you need any further assistance. Again, we apologize for the inconvenience and appreciate the opportunity to make this right.

  
  Best regards,
  **** ****
  Director of Administrative Services
  AutoProtect USA

  Customer Answer

  Date: 04/04/2025

  Complaint: 23131111
  
  I have reviewed the business' response and am rejecting it because:

  because of a check previously received and deposited then stop payment. I want to keep this complaint open until this new check clears and refund is processed to my account 
  
  
  
  Sincerely,
  
  ******** ****

  Customer Answer

  Date: 04/09/2025

  I received a check from Auto Protect for the amount of refund due. The check was deposited into my account and pending clearance.

• Initial Complaint

  Date:03/18/2025

  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.

  In December 2023, I received a phone call offering me an extended warranty through Auto Protect USA for an additional ******* miles for $197 a month. I purchased the powertrain enhanced service due to the fact I was told it would cover almost all powertrain issues. In January 2025, I filed a claim with Auto Protect USA for my engine to be replaced. I provided my car purchase date and all service records to show the engine failure was not due to lack of care. It took over 2 weeks to get an adjuster to communicate with my mechanic. Two of the codes read that it was "a known issue" with ************** and therefore would not be covered by my warranty. I was then instructed to send it to the ******* dealership to have them address the issues. I am out $9,160 for a new engine after paying over a year for a warranty they knew I couldn't use. Why would this company call and offer me a powertrain warranty on a vehicle that has known engine issues and then refuse to cover it? I have also called and requested the denial of my claim in writing, twice, with no response. I have requested speaking with a manager and have not received a phone call either. I also followed their procedures for cancelling my plan and sent it certified mail so that I had a record of the cancellation.

  Business Response

  Date: 03/24/2025

  Dear ******** *****,
  
  We appreciate you reaching out regarding your concerns.After reviewing your file and the calls with our customer service department on March 19th, 2025, and March 24th, 2025, it appears that we have paid off the remaining balance for your policy.
  
  Additionally, we want to ensure transparency regarding the claims process. **************** sells policies and provides information for **********; however, ********** is responsible for administering and processing claims. We acknowledge that this distinction may not have been as clear as it should have been, and we are actively working to improve communication regarding the roles of each party involved.
  
  If you have any further questions or concerns, please feel free to reach out.
  
  Best regards,
  **** ****
  ****************
  Auto Protect USA

  Customer Answer

  Date: 03/25/2025

  Complaint: 23084300
  
  I have reviewed the business' response and am rejecting it because: I paid all but two payments to Auto Protect and yet, Moto Assure denies my claim because "it is a known issue with *******." Why would Auto Protect sell policies to people with power train coverage on vehicles with known issues? I am not satisfied with the service with Moto Assure. I was under the impression I was paying and using Auto Protect for all the services.  I was unaware that ************ was a separate company until my phone call with manager, *****, on 3.19.2025 at 4:15 pm.

  While I appreciated Auto Protect trying to make it "right" by covering the last two payments, so my account wouldn't be charged further, I had already sent a cancellation letter prior to the pay-off date on 3.13.25.  All I want is what is fair.  Now that I know that the two companies are separate, I still am not clear on how I pay one company, but my claims are handled with a different one, I want my transmission to be covered or my money back from the policy. 

  I have used the towing service three times, one of which I paid for over milage from one mechanic to the dealership.  I am fine with deducting fines for the towing service; however, I feel a refund of the money I paid this entire contract, minus the three tow bills would be more fair than just paying off the last $390.  I have no interest in using the contract until 2028 because I do not feel any of my claims will be approved for one reason or another. 

  I am attaching my maintenance documents along with the quote from ******* showing the cost of the motor.  I am seeking the reimbursement for the engine based on the fact that you all sold a policy to me knowing the car had known power train issues, yet gladly took my money each month, knowing you would not pay have to pay for the repair or reimbursement for the amount I have paid into the contract minus three towing bills. 
  
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 04/01/2025

  Dear ******** *****,
  
  Thank you for reaching out and sharing your concerns. We understand your frustration regarding your claim denial and refund request. We would like to clarify our role in your policy and the next steps regarding your refund.
  
  AutoProtect USA operates as a broker, facilitating the purchase of vehicle service contracts from third-party administrators. In this case, MotoAssure is the administrator responsible for reviewing and processing claims under the terms of your policy. We understand this may be disappointing, but claim decisions are made solely by the administrator, not AutoProtect USA.
  
  Regarding your refund request, we have already processed the cancellation of your policy as of April 1st, 2024, and initiated the prorated refund per the terms of your agreement. While we appreciate your request for a full refund of payments made, the refund calculation must align with the policy terms.
  
  We value your feedback and regret any confusion regarding the policy structure. If you have any further questions regarding the refund process or need additional clarification, please contact us at ************.
  
  Sincerely,
  **** ****
  AutoProtect USA

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint for my 95 year old father that thought he was paying for his car insurance and asked me to find out why his insurance was $4225.00 on his 2013 ***** with ****** miles on it so I called the company within 2 weeks and explained to them he didnt know what he was signing up for and asked to cancel the policy. He was sold this plan on 12/12/2024 so we called to cancel before the coverage started. The representative was combative with me and at the end of the conversation he said Ill take care of it and hung up on me. I checked my fathers bank account and see they have charged his account in January and February so the policy was never canceled. I am expecting a refund of all monies paid and this plan cancelled immediately.

  Business Response

  Date: 03/06/2025

  Dear Mr. ******************** appreciate you reaching out and want to provide clarification regarding your fathers policy.
  

  The total cost of the policy was $4,225; however,only a down payment of $495 was made on December 12, 2024. The policy was then canceled on December 30, 2024, and a full refund of $495 was processed on January 2, 2025. No additional payments were collected beyond this amount.
  

  If you believe there are any discrepancies in the charges,we recommend verifying with the bank to ensure the transactions in January and February are not related to another entity. We are happy to assist further if needed.
  

  Please let us know if you have any other questions.
  Best regards,
  **** ****
  ************
  AutoProtect USA