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:08/30/2022

  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 agreed to the extended warranty policy and brought my **** ***** into *****'s Certified Maintenance Center where they confirmed I need a new transmission. I have been getting the run around from AutoProtect USA and have experienced extremely rude customer service representatives each time I've called. They asked for two years of car maintenance records (i.e. Oil Changes - which ***** confirmed has no affect on the transmission). I am beginning to think this company is a complete scam.
  
  I brought my car into *****'s Certified Maintenance Center on a Saturday and immediately called AutoProtect to make a claim, only to find out they are closed on Saturdays. ***** confirmed I could do no additional damage to the transmission if it was already shot, therefore I drove my car home. I live alone, have no family members nearby, and cannot afford any other means of transportation. They are trying to deny my claim due to continued operation of the car (even though I followed their 30 day, 1,000 mile policy in order to qualify for any coverage and have provided all records and paid monthly up to date). In this economy, company's like this should not be taking advantage of customers in this manner. It is cruel, and downright wrong. I am still optimistic that they will be able to replace my transmission but in the event my claim is denied, I will continue to file reports with the BBB until the situation is rectified.

  Business Response

  Date: 09/01/2022

  Good afternoon. 

       It looks like you have been in touch with ******** ************** who is your coverage provider. They told us as well it was driven for over 200 miles after the issue was diagnosed. I see the policy was cancelled and a refund will be sent via check. 

  Thank you. 

• Initial Complaint

  Date:08/29/2022

  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.

  In May 2022 I submitted a written request to cancel my policy which was a platinum service contract from Auto protect. I canceled the policy because at 2:00 a.m. in the morning I called for road service no one ever answered and they left me on hold for an hour before I hung up. The purchase price for the contract was $2,373 which I paid in full. The expiration date is August 10th 2024. I have called them at least twice a month asking for my refund. Each time I call they tell me it'll be another month another two weeks another 8 weeks. I do not feel that you take that long to issue a refund. My contract number is ** **********. The expiration miles is 76,000 I currently have 43,000 miles on my car. The contract was for a **** ****** ****. The customer service number I have is ************. However the administrator obligator that I have is in ********** Arizona the person that sold me the contract was from ******** ******* Missouri. It was a *** ******** his number is .

  Business Response

  Date: 08/30/2022

  Good morning! 

      I apologize for the wait on your refund. We received and cancelled the policy on 6/10. It does typically take 8-10 weeks at this time which that time is up. I have emailed finance to see what the hold up is and to make sure yours is mailed immediately. 

  Thank you. 

  Customer Answer

  Date: 08/30/2022

  Complaint: ********
  
  
  
  I am rejecting this response because: I keep getting that same response. I would like a definite date as to when my check will be made available to me. The amount of the check is wanted also. Thank you
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  *** *********

  Business Response

  Date: 09/01/2022

  Good morning, 

      I apologize the last response wasn't clear but your check will be mailed tomorrow 9/2/22 in the amount of $1602.01 

  Thank you. 

• Initial Complaint

  Date:08/29/2022

  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.

  The date of service was July 5, 2022and the end of service date was August 20, 2022. We have a **** ***** ***. The engine blew up in our vehicle on July 4, 2022. It was taken to the dealership to be repaired. Our claim to repair our vehicle even though we had completely paid off our contract with no claims, was denied based on oil changes. It was a defective motor in our vehicle when we purchased it that caused the problem. It has even been published publicly that the vehicle we have were made with defective motors. However, after paying over $3000 in premiums to this company our claim was balantly denied. We are appealing this decision with the company. This company is out to get the consumer on loop holes. When we were insured, we had 91,000 miles on our vehicle. Our policy started on 07/20. We now have 116,000 on our vehicle. Our bill on our car was $11,529.00. We are an elderly couple and still owe on the vehicle itself. We had no choice but to have it repaired. Now we are in a grave situation with our finances which are disability checks and a small retirement check I draw. This company's business license should be pulled! I wonder how many more poor people have been deceived by them! They sure left us in a hole we will probably never recover from before we leave this earth. ***** **********  please contact me if I can in any way do something to close this business down.

  Business Response

  Date: 08/30/2022

  Good morning, 

      It looks like you spoke with ***** in Customer Care here at APUSA yesterday in regards to the claim, he called your administrator ***** ********(whom is responsible for paying your repairs) and was informed the car had been driven past the oil change date/miles. I do apologize you are dealing with this. For further information regarding the claim I would direct you to ***** ********, whom again, is responsible for repairs on the vehicle. Their number is *************** 

  Thank you. 

• Initial Complaint

  Date:08/24/2022

  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.

  ****** dealers sell this company’s warranties. I bought my first ****** from my sister-in-law who bought it at a *****, OK dealer that talked her into the extended warranty. The car had only 20,000 miles on it when I purchased it. She was told me the warranty was still good & transferable. I was inundated with “urgent” messages from this company whose name at the time was ****** or ******. Their mailings were replete with ******’s logo & pictures of the model I bought. On the phone they were smooth as Broadway actors. I fell for it & they immediately took over $2000 out of my bank account. As I was hanging up I realized I had been scammed. I called my bank, ******, immediately and tried to stop payment but they had already in less than 30 seconds taken almost $2000 from my acct. Next day another $800. After consulting my lawyer I wrote letters & 3+ months later got back all but nearly $300.
  October, 2021 I bought a **** ****** ******* at **** **** ****** in *******, Ms where they did a masterful job of selling a warranty which was combined with the additional approximately $9000 I still owed on the *******. The warranty co.’s name was AutoProtectUSA. They seemed affiliated with the dealership. 1st tune up was due at 60,000 miles/or their deadline. I waited 2 hours before being called to sign paperwork. The price would be $700 & would take 7 hours more! I was treated/ talked to very rudely when I told them I would not pay that much & would drop the warranty. I called AutoProtectUSA & they offered a much cheaper warranty. I gave them my **** for the first payment & told them I wanted paper billing. This month they charged my **** $154 more without my permission. I recognized their voices & their sales tactics from when they were ****** or ****** and their address and told them to cancel all transactions. They called weeks later & wanted me to cancel all over again. They need to be closed down immediately.

  Business Response

  Date: 08/25/2022

  Good morning, 

        I apologize that you were not put on monthly statements first and foremost if that is what you had requested. We also have never had any affiliation with ****** **** *****. The policy was cancelled and you will be refunded via check as we have already received your cancellation letter. Thank you! 

• Initial Complaint

  Date:08/23/2022

  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 received a mail on 8/3/22 that they sent to me said I need to call them immediately by saying "immediate response requested" and also wrote that I would be at risk if I do not activate the contract. Also, I saw there was "vehicle service department" shown on that letter with my private information like VIN so I was very anxious and afraid at that time as I thought it would be a formal letter. I was really scared and afraid that was a law required thing so I called them and when I asked them is this contract necessary, they were saying that it was necessary and you have to buy it. I found that I already put a down payment on 8/10/22 and I received their booklet on around 8/20/22. I read that booklet and also did some search and found that was not "necessary", which I thought "necessary" equals to "law required". and I called them on 8/23/22 to cancel the contract. That customer service person was really rude and offended. I wanted to cancel the contract but he insisted that he wants me to give him a reason why I want to stop it. I told him that I cannot afford it financially and it was not me who pay for it and I got lifelong warranty from dealership and fully covered insurance, which I originally don't need to tell. He kept telling me that I don't understand and tried to convince me by offering lower rates. Although I asked him "can you just tell if I can cancel the contract, yes or no" and want an assert answer, he refused to answer me and attempted to ignore that question. My privacy was somehow exposed too. It took me about 40 mins to talk to him and I just wanted to cancel my policy! At last I told him if he doesn't stop my contract, I'll just call the bank and he said that he would cancel me out and then, he directly hang me up, which I thought was very rude too. I even didn't get a chance to ask about the refund. Therefore, I am writing this just want to make sure if they did cancel my contract and will I get a full refund as it was still in 30 days period.

  Business Response

  Date: 08/24/2022

  Good morning. 

         I apologize for the experience you had. It certainly isn't the way we like to conduct business and the representative will face consequences based on the review of the call. The policy was cancelled and refunded per your request yesterday. Again, we do apologize for the experience you had in the short time with us. 

  Thank you. 

  Customer Answer

  Date: 08/24/2022

  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. And also, I totally understand that the representative wanted to continue the business and it’s just seems like we hold different views. And all I need now is simply the cancellation and the refund, so that would be it!

  Thanks for your work and understanding.

  
  

  Business Response

  Date: 08/25/2022

  Good morning, 

        Rest assured the policy was cancelled and refunded the day you called. Thank you! 

• Initial Complaint

  Date:08/20/2022

  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.

  I received a letter in the mail claiming that "you factory warranty has expired or may be about to expire" and that I needed to call to activate coverage. Their salesman misled me into believing that they represented ***** so I put $199 down on a $3781 service contract. I realized shortly after I had been lied to and attempted to call for a refund and cancellation but, no one picked up even in their claimed business hours. Additionally I asked the manager whether this would open a line of credit and he said no.Today I got a booklet in the mail from them that says there is a lien holder on this contract and the whole sum was financed through a WalCo Funding LLC. I want to cancel, my money back and my personal information deleted.Contract #: HWG135116 Customer ID: **********

  Business Response

  Date: 08/22/2022

  Good morning.

         Sorry for any misunderstanding there is no line of credit opened with us. Walco is simply our payment processor. The policy was cancelled and refunded as of 8/18/22. Thank you. 

  Customer Answer

  Date: 08/24/2022

  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:08/12/2022

  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.

  Placed my car into the mechanic shop for a complete diagnostic for a burning smell. The dealership contacted auto protect in regards to their findings of multiple oil leaks and the claim was denied. I tried calling to dispute this first claim they wouldn’t hear anything. I have paid monthly without problems but not I’m being denied. I want my car fixed

  Business Response

  Date: 08/16/2022

  Good afternoon, 

        I am sorry you are currently going through that. It looks like your administrator, ******** ************** denied it for continued operation. It appears the car was driven for 2 weeks after the problem had started. 

  Thank you. 

  Customer Answer

  Date: 08/16/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  ******** has no evidence of me continuing to operate the vehicle after me noticing the burning smell. They were informed that I left and went out of town for the two weeks on a work assignment prior to them making a decision. The decision was made on an assumption. Also they claim that I don’t have adequate maintenance records, which is unjust. They were informed that I had bought the car used in October 2021 and that I didn’t pick up the car until December 2021. I also informed them that the only maintenance that I had done was to get the oil changed at the dealership in which they could obtain the record from. I’m led to believe that this company is in the business of misleading their clients and denying claims on falsifications. When dealing with clients and the welfare their vehicles, assumptions can not me made to make a final judgement call. I feel that after the dealership gave the total for the repairs, they tried to find loop holes that will allow them to deny the claim and save money. After reading the reviews of the sister company Autoprotect USA, I regrets that entrusted my finances and the protection of my car to this company. This is my first claim with them and it has failed me and has taken money that I could have used for repairs. I feel that they are still liable for my repairs because I did what I was supposed to do, and took it in for diagnosing
  
  Sincerely,

  
  
  
  
  *** *******

  Business Response

  Date: 08/19/2022

  Good Morning, 

        I know you are aware but I also wanted to respond here, that ******** is looking into it. I appreciate you providing APUSA with the documents so we could assist you in getting ******** to assist with the claim. We will be in contact as we have been. Thank you and sorry again about any inconvenience this has caused. 

• Initial Complaint

  Date:08/09/2022

  Type:Billing 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.

  On 8 August, 2022 my 76-year old mother's (****************************** / ************) Marine Federal Credit Unit checking account was over-drafted by $211.00 by 'AutoProtect USA.'I called her to ask about the charge, but she could not clearly communicate to me why or who she established an account with, only citing the dealership she purchased a vehicle from (********************, ************, **), and that the warranty was brokered directly with the dealership, and not with an outside company.She is on a very limited fixed income, her automobile is in great working condition and this transaction violated her bank account status and put her balance in the red. I need this warranty cancelled at once.

  Business Response

  Date: 08/16/2022

  Good afternoon, 

         It appears this has been resolved as of 8/9/2022. The payment was refunded back to the card on file. 

  Thank you. 

  Customer Answer

  Date: 08/17/2022

  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.
  

  Nonetheless, the business did not act with integrity in my opinion, due to the fact that direct intervention from the bank had to be initiated to force this resolution action.

  If the bank had not disputed the charge and issued the refund themselves, **************** left me with the ***** impression they were not willing to take any action to resolve this matter.  They should in no way be praised or rewarded for any perceived positive outcome.

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

• Initial Complaint

  Date:08/08/2022

  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 cancelled with them and they refuse to stop taking payments from my account. I followed their policy for cancelling.

  Business Response

  Date: 08/16/2022

  Good afternoon, 

      The policy was cancelled on 8/10/2022, there hasn't been a payment on the account since 7/16/2022. You talked to **** on 7/18/2022 and decided to keep the plan, until you called and spoke with ******* on 8/10/2022 and cancelled. No further payments will come out and again none have come out since 7/16/2022. Thank you! 

• Initial Complaint

  Date:08/03/2022

  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 got a mail telling me that my car warranty was about to expire and I can extend my warranty by calling **************. I called them yesterday (8/2/22) and extended my warranty with them by paying a down payment of $395 and a monthly rate of $279.99 for 12 months. However, when I checked my warranty documents that night, I realized that my current warranty will be effective until ****. I called them today (8/3/22) to cancel my policy but the representatives were so rude and kept saying that "why do you want to cancel it? give me a reason. you don't understand". I insisted to cancel my policy because I still have one effective for two more years. After failing to talk me over, they transferred me to a supervisor who is much nicer and said they will cancel my policy and the refund of my down payment will go back to my original payment method. He said the refund will take 2-3 business days and I am writing this complaint in case I don't get my money back.

  Business Response

  Date: 08/04/2022

  Good morning, 

      I apologize you had a bad experience with our **************************** I am reviewing the phone calls and addressing that accordingly. In the meantime I want to assure you that the Down Payment was in fact refunded back to the card it was originally charged to. That should reflect any time as it was done immediately after cancellation. Once again we are sorry for your experience. 

  Take care! 

  Customer Answer

  Date: 08/05/2022

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