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:10/28/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a contract with them last year. This year, it started shaking and the lights on the dash went out for a few days and then came back. I took the car in last week, and the mechanic said that it needed to be fixed. The bushings and the serpentine belt needed to be repaired or replaced as well as the instrument cluster replaced. The total cost for the $2055,55, but they only paid approximately $800 toward the repair. They are denying the payment for the full repair because I didn't take it in right away.

  Customer Answer

  Date: 10/28/2022

  The amount, less the oil change, should be $2465.11.  This is the amount of the total bill.  

  Business Response

  Date: 10/31/2022

  Good morning, 

      I just spoke with Carguard Administration about the claim issue. It looks like the Gauge Cluster is what was covered, and the belt tensioner and bushings were denied for continued operation. It appears the vehicle was driven for nearly 2 months after the issues surfaced. If you have any further questions Carguard Administration is the administrator responsible for the claim and they can be reached at ***************

  Thank you.

• Initial Complaint

  Date:10/26/2022

  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.

  Sent letter saying needed to pay for coverage, made it seem like part of what got when getting car. Totally different company. Charged $195 for additional unneeded coverage. Not helpful on phone, difficult to cancel. Need them to cancel this policy and refund money.

  Business Response

  Date: 10/27/2022

  Good afternoon, 

        I see that you attempted to set up coverage that was post dated for today 10/27/22. That was declined and nothing was ever set up, we also have no call of you trying to cancel as it was never actually set up and no payment came out. Sorry for any inconvenience this may have caused, you will be removed from any marketing list associated with our company. 

  Thanks. 

• Initial Complaint

  Date:10/21/2022

  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.

  This company called and offered us a warranty that started out around $450 for a one time down payment, then a monthly payment. We were on the phone with them for a long time. He finally got down to a $155 down payment and then a $118.00 monthly payment. . We agreed to it. We used our credit card for the payment. We called our Toyota dealer and found that we already had a warranty through them. We haven't called Auto Protect USA back but we are disputing the the charge with our credit card.

  Business Response

  Date: 10/21/2022

  Good afternoon, 

      I cancelled the policy per the dispute you did with your bank. We are able to refund the policy fully inside 30 days. All you had to do was call and cancel. There is currently no refund due as the charge was charged back through your bank.

  Thank you. 

• Initial Complaint

  Date:10/14/2022

  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.

  Received multiple mailers with the business name not listed clearly, indicating that they have not been contacted about an extended warranty on my car. Shows predatory sales tactics. When I called the listed number, 1-800-754-1540, the agent confirmed that AutoProtect USA was the business which mailed me. This number isn’t public on their site, and was used to reroute me to an agent to attempt the insurance sale.

  Business Response

  Date: 10/18/2022

  Good morning, 

       I apologize for any inconvenience this may have caused, I have contacted our marketing department and had you removed from any marketing list associated with our company. 

  Thank you. 

• Initial Complaint

  Date:10/12/2022

  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.

  I received a letter labeled "important" "personal and confidential open immediately" Upon opening I see it is a letter containing information about my car, year make model and even the vin number. It states I need to sign a contract to continue the warranty of my vehicle, it also says personal use of my vehicle will result in a $300 fine. At first I thought this were a letter from the government or the dmv, upon further inspection it seems to be from this business. I do not know how they got my information but I would like to report this letter as it seems to be a scamming operation to get people to purchase warranties for their vehicles, I would also like to state I have never dealt with or even heard of this company so I have no previous history in the past.

  Business Response

  Date: 10/13/2022

  Good morning, 

      We are sorry for any inconvenience the offer may have caused. I contacted our marketing team and made sure you were removed from any list our company has. 

  Thank you. 

• Initial Complaint

  Date:10/11/2022

  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 was completely tricked into this. Last month I received a charge for $195 for this "coverage". This month I received a charge for $200! Today, I had placed a call out to the rep to end this coverage and he kept me on the phone questioning me and questioning me over and over again wasting my time. These questions were absolutely absurd. It gets worse this "rep" got his "manager" that he "pulled out of a meeting". This "manager" started asking me the same exact questions! He actually said that if my car was a good car then everyone would buy it and I wouldn't need this coverage. They were lowering prices down to like $130's to get me to stay. SERIOUSLY, you were charging me $200 a month and I could have been paying that this whole time. I was on the phone for ***** min until the manager was like fine and hung up on me! I wouldn't have even gotten a chance to ask for a refund!

  Business Response

  Date: 10/13/2022

  Good morning, 

       I have reviewed the call and am happy to provide the phone call to you or the BBB. You told them it was too much, and they were trying to help you and kept it cordial the whole phone call. The policy was cancelled yesterday the day you talked to them, to apply for your pro-rated refund please send your letter of cancellation to:

  AutoProtect USA

  13723 ************ Suite 500

  **************** ** 63043

  Thank you. 

  Customer Answer

  Date: 10/13/2022

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

• Initial Complaint

  Date:10/05/2022

  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 continue to receive almost weekly spam mailings from "****************" that say "Final attempt to notify" advertising a car warranty. These mailings are addressed to my father who 1) died two years ago and 2) did not own a car. There is a ***** number listed on the form, but I am NOT wasting time making a phone call for something I never requested to receive; there is no additional contact information. PLEASE STOP SENDING THIS C***

  Business Response

  Date: 10/10/2022

  Good morning, 

       I apologize for this inconvenience. Is there anyway you can provide the name and address so we can assure that the mailings stop? I have sent your information to our marketing department to make sure your information was also not on there. 

  Thank you. 

  Customer Answer

  Date: 10/10/2022

  *********************

  1503 *************
  
  ******* ******* 33596

  Business Response

  Date: 10/11/2022

  Good afternoon, 

        I contacted our marketing team and made sure you were removed from all marketing lists. I apologize for any inconvenience. 

  Thank you. 

  Customer Answer

  Date: 10/12/2022

  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. I will reach out again if I receive any more undesired mailings.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/03/2022

  Type:Customer Service 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.

  Auto Protect USA continues their repeated harassment by sending me multiple postcards trying to “scare me” into purchasing their product. I have never contacted them or asked to be contacted by them. I’m demanding that they- or any other business affiliated with them, to cease all communication to my address immediately. This is my final warning to them. Any further attempt to solicit business from me will result in me contacting my attorney. I will be filing an additional complaint with the state of Iowa about their harassing postcards.

  Business Response

  Date: 10/04/2022

  Good afternoon, 

       We apologize for any inconvenience this may have caused. You are removed from all marketing lists. 

  Thank you. 

• Initial Complaint

  Date:09/16/2022

  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.

  I am on a joint checking account with my elderly father and mother. In August 2022, I noticed a charge of $195 to Autoprotect on July 28, 2022. I asked my father about this and he said he might have signed up but didn’t remember and didn’t want this service.
  
  I called Autoprotect in August and the customer service rep said that I couldn’t cancel the charge even though my name is on the checking account. He said we would have to get one of my parents on the line for them to give authorization for me to handle it. Unfortunately, neither one answered the phone at that time. So I decided to wait until we were physically together, after summer vacation, to call and try again.
  
  The rep did not mention that this is a monthly recurring charge so I was shocked when they were charged ANOTHER $195 on 8-29-22. I immediately contacted the bank to reject any further charges.
  
  Now that my parents and I are back together, we tried calling again. My mother gave permission over the phone to cancel the account but the rep only wanted to give the sales pitch again. After 8 minutes of arguing and upsetting my mother the rep still wouldn’t agree to cancel the account. We called them at ************ at 11:22 am on 9-16-22.
  
  Because the rep was so difficult, I didn’t even get to the point of asking for a refund of the original charge. AutoProtect took advantage of my father by signing him up. He is over 90 and doesn’t drive, my mother is over 80 and does drive but less than 10 miles a week. Their car is almost new. They clearly don’t need to be paying almost $1200 a year for roadside assistance, etc. I believe the salesperson knew their birthdates (or at the least that he is elderly) and should have asked how much and how far they drive and whether they wanted to talk it over with a family member before committing. I am so tired of people preying on the elderly.
  
  We would like a refund of the two $195 charges and for the account to be cancelled.

  Business Response

  Date: 09/19/2022

  Good morning, 

      I apologize for the conversation with the representative **** *. I reviewed the call and that is certainly not how we conduct business and that is being consequently addressed internally. The coverage was cancelled that day it appears he did leave a voicemail to let you know. Seeing as you called in within the 30 days the payments will be returned to the card on file. 

  Thank you. 

• Initial Complaint

  Date:09/16/2022

  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.

  I received information in the mail about renewing my service Warranty to my Car, which
  about to expires and they said it were a good deal but I find out later it were false and they
  were using the **** letter Head like it were **** Dealer, I told them I want to cancel the order
  and they gave me a hard time I don't have money to waste spent like this so many different things
  is going on a lot of Fraud things I would like you to look into this problem.
  .

  Business Response

  Date: 09/19/2022

  Good morning, 

        First and foremost I am sorry you are having a bad experience. However, we do not use a **** Letter Head. It looks like on 8/30 you called and spoke to one of our Customer Service Representatives, ****. He went over the coverage which is platinum coverage(the highest level of coverage) through ******** ************** who is A+ Rated with the BBB. You informed him that your mechanic told you it was a good level of coverage. At that time you agreed to keep the protection on the vehicle. We are happy to stop the coverage for you. Just let us know what you would like to do. 

  Thank you! 

  Customer Answer

  Date: 09/19/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** ******