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:11/06/2024

  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.

  I received mail from this company that made it seem like I had an account with them. It stated that it was a final notice and my response was required. Also stated my vehicle contract needed to be updated. I find this type of advertisement to be deceptive and it concerns me that people might fall for this. I have received this in the past as well and this time I decided to file a complaint. What is interesting about this is I called their number because it did not state the name of the company on the document. After I was told their company name the representative told me that they are a 5 star company on the BBB.

  Business Response

  Date: 11/07/2024

  Thank you for bringing your concerns to our attention. We value your feedback and are committed to improving our standards. We apologize for any inconvenience this may have caused.
  
  To address your complaint, we have taken the following steps:
  1. We have removed you from our contact list and marketing campaigns.
  2. We will cease all future communications with you.
  
  Please note that we may be unable to prevent additional mailings that have already been processed. Additionally, while other companies may send you offers, rest assured they will not be from us.
  
  If you have more concerns, please reach out to us at *********************************************************************.
  
  Best regards.

• Initial Complaint

  Date:10/30/2024

  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 have been paying this company for almost 2 years and the transmission in my car went out. When I went to the dealership they told me they&#**;ve never heard of this company. I called customer service and they were very rude and will not honor my contract because I do not have my receipts for maintenance on my car.

  Business Response

  Date: 10/30/2024

  We sincerely apologize for the frustration and inconvenience you have experienced regarding your recent claim. We regret to hear about the outcome of your claim and the service you received from CarGuard.
  
  To further clarify the roles of the parties involved and help direct your complaint appropriately:
  
  - AutoProtect USA is a third-party policy brokerage. We sell *************** Contracts to individuals on behalf of administrators, similar to how banks and car dealerships sell them. All of **** agents are licensed with the ****. *** handles sales, cancellations, and provides policy information for vehicle service contracts.
  - CarGuard is a *************** Contract administrator. They are responsible for handling claims and managing their customer service department. Communications regarding claims are primarily handled between the mechanic and ***************************** CarGuard manages claims adjudication, payouts, and communications involving claims.
  
  While we understand this explanation may not resolve your frustration, we are committed to advocating on your behalf. Here are the steps we can take to assist you further:
  
  1.Continued Support: We can keep your contract open while you continue to pursue claim resolution with CarGuard. We are happy to help mediate communications to make things easier for you, but please understand that we cannot influence the outcome provided by CarGuard.
  2. Policy Cancellation and Refund: We can cancel your policy and arrange a pro-rated refund for the money spent on the policy.
  
  We understand the impact this situation has on you, and we are ready to proceed in any way you choose. If you have any further questions or need additional support, please do not hesitate to contact me directly at ****************************************************************************.
  
  Best regards.

• Initial Complaint

  Date:10/16/2024

  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.

  I purchased a platinum Service Agreement on 10/15/2022 for my 2017 *** at a cost of $3438.00 for a contract term from October 14, 2022 until October *******. I paid the entire amount in 18 month. I purchased a new car on August August 14, 2024 and notified Autoprotect that I was .cancelling contract. My contract state if canceling contract after 30 days must submit a notarized letter of cancellation. I mailed a notarized cancellation Letter to Autoprotect on August,282024, They received my letter of cancellation on September 9 2024. My complaint is time frame to received my refund is ***** weeks from time they received the letter, They stated this is business days for the ***** weeks. I paid them on time each month and would like to receive my refund before 14 weeks. refund check will no refund until *****

  Business Response

  Date: 10/17/2024

  Thank you for reaching out regarding the status of your refund. We sincerely apologize for any inconvenience this situation has caused.
  
  Currently, we are awaiting a report from ********, your policy administrator. Once we receive this report, we will promptly issue your refund check and mail it to you.
  
  Upon receiving your cancellation letter dated 8/25/24, we should have requested the report from CarGuard within a few days. We regret that this process was not initiated promptly. Recently, we have restructured our administrative team and improved our procedures to prevent similar issues in the future.
  
  After receiving your BBB complaint, we immediately submitted the request to CarGuard and expedited your refund process. Typically, CarGuard takes about a week to provide us with their report.
  
  While we understand this delay has been frustrating, please know that your refund will be on its way. I will personally monitor your file daily and actively facilitate progress until your refund is processed. For updates, follow-up questions, or if you need any further assistance, please contact me directly at ****************************************************************************.
  
  Best regards.

• Initial Complaint

  Date:09/30/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Quit sending mail to ******************************************************************************************** or we will sue

  Business Response

  Date: 10/01/2024

  We apologize for the inconvenience.
  
  To address your complaint, we have taken the following steps:
  
  1. We have removed you from our contact list and marketing campaigns.
  2. We will cease all future communications with you.
  
  Please note that we may be unable to prevent additional mailings that have already been processed. Additionally, while other companies may send you offers, rest assured they will not be from us.
  
  If you have more concerns, please reach out to us at *********************************************************************.
  
  Best regards.

• Initial Complaint

  Date:09/18/2024

  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.

  Complaint: 22302228
  
  I have reviewed the business' response and am rejecting it because: my dad has had his auto coverage for over two years and the fact that the adjuster in the claims department had no recollection and refused to pay out anything for repairs to be completed is ridiculous. My dad had to pay out $1800 while he has FULL coverage for mechanical and electrical repairs. Completely unacceptable!! In the next few days we will be cancelling our service with you guys.
  
  
  
  Sincerely,
  
  ****** *****n could I really use from an auto insurance ON MY DAD other than yall are fraudulent people! Someone needs to look into this asap. I cant believe this company continues to rip people off time and time again.

  Business Response

  Date: 09/20/2024

  Thank you for bringing your concerns to our attention. We would like to clarify a few details. Please understand that AutoProtect USA does not control claims; *********************** is responsible for claims related to ****** ****** vehicle.
  
  Our records indicate that our customer service representative, ***, spoke with you on September 18, 2024. During that call, *** addressed your questions and directed you to the claims department appropriately. We assume that ******, the person named in your complaint, is part of ********* customer service team.
  
  For further resolution regarding your claim, we advise you to contact ******** directly, as they manage claims and their customer service operations. It was their adjuster who communicated with Mr. ****** repair technicians.
  
  We apologize for any inconvenience this situation may have caused. To address your complaint, we will reach out to both you and Mr. ***** directly to provide further clarification and help facilitate a resolution. If you need immediate assistance, please feel free to contact our customer service department at ************, available Monday through Thursday from 8 AM to 5 PM and Friday from 8 AM to 4 PM.
  
  If you have any other concerns, please reach out to me directly at ****************************************************************************.
  
  Best regards.

  Business Response

  Date: 09/30/2024

  We apologize that our previous response did not meet your expectations.
  
  We are committed to resolving your complaint to your satisfaction. Please understand that our responsibilities include handling sales, cancellations, and providing information about vehicle service contracts.
  
  While we recognize that this explanation may not alleviate your frustration, we are dedicated to advocating on your behalf. Here are the steps we can take to assist Mr. ***** further:
  
  1. Continued Support: We can keep Mr. ****** contract active while you pursue claim resolution with ******** Administration. Were happy to help facilitate communication to make things easier, but please note that we cannot influence the outcome provided by CarGuard.
  
  2. Policy Cancellation and Refund: We can cancel Mr. ****** policy and arrange a pro-rated refund for everything invested into the contract.
  
  We sincerely apologize for any inconvenience this situation has caused, and we are ready to proceed in whichever way you choose. If you have any further questions or need additional support, please feel free to contact me directly at ****************************************************************************.
  
  Best regards.

  Customer Answer

  Date: 10/01/2024

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

• Initial Complaint

  Date:09/04/2024

  Type:Product 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 have REPEATEDLY reached out to this company week after week asking about the status of my refund (which I followed their standard process:Submitted a written letter asking for a refund of my 2019 Acura TLX warranty, mailed it in. Followed their directions to a T)They STILL have not given me my refund after the time I was told it would take to get it to me. They have REPEATEDLY given me excuse after excuse. This violates their company policy on refunds and I want my refund immediately. I have been told they are prioritizing me and they ARE NOT. havent heard from them in a week and a half, since passing the 14 week mark.I have included emails attached below. I have additional emails on the matter. Employees have been very deceiving, and un-ethical, mainly the management at this business.

  Business Response

  Date: 09/09/2024

  Thank you for bringing your concerns to our attention.
  
  I have contacted the finance department, and they have assured me that the check was printed, signed, and mailed today, 9/9/24. Your check number is 4878. Please allow time for postal delivery.
  
  We sincerely apologize for the delay in processing your refund. We have recently restructured our administrative team and enhanced our procedures to prevent similar issues in the future.
  
  While we understand this doesn't fully mitigate the frustration caused by the delay, please know that your refund is on its way. For follow-up questions or if you need further assistance, please contact me directly at **************************************************.
  
  Best regards.

• Initial Complaint

  Date:08/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/30/2024

  Thank you for reaching out regarding the status of your refund. We apologize for any inconvenience.
  
  We are currently waiting for a report from CarGuard, your policy administrator. Once we receive this report, we will promptly issue and mail your pro-rated refund check.
  After receiving your BBB complaint, we immediately requested the report from CarGuard and expedited your refund process. Typically, it takes CarGuard about two weeks to provide us with their report.
  
  I will personally monitor your file daily and actively facilitate progress until your refund is processed. Thank you for your patience and understanding.
  
  Please feel free to contact me at ************************************************** for updates or if you have any further questions or concerns.
  
  Best regards.

• Initial Complaint

  Date:07/17/2024

  Type:Product 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 extended car warranty the last part of April. After a few days I cancelled the purchase under a 30 day money back guarantee. I have made 3 phone calls and have been told each time my check would be mailed quickly. I've still not received it. And, It's the middle of July. I made a down-payment of $175.00 which was supposed to be returned by check under the guarantee.

  Business Response

  Date: 07/19/2024

  We understand your frustration regarding the delay in receiving your full refund and apologize for any inconvenience this has caused.
  
  Your refund check was sent out on 7/16/24, with check number 4658. You should receive it shortly; please allow time for postal delivery.
  
  While we understand this may not fully alleviate the frustration caused by the delay, please know that your refund is on its way. If you require further assistance, feel free to contact me directly at **************************************************.
  
  Thank you for your patience and for bringing this matter to our attention. We appreciate the opportunity to respond.
  
  Best regards.

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Auto protect USA was called by me and discussed to need for a new air conditioner compressor to my car. Auto protect USA discussed the car repair with my ***** dealer. They ask for their credentials and told them to take pictures of the present car compressor. They would never give any permission to pay any money for the job until their received the pictures and decided WHERE POSSIBLE CHEAPER PARTS COULD BE FOUND BY THEM(autoprotectUSA).

  Business Response

  Date: 07/19/2024

  Thank you for bringing this issue to our attention. We understand that the claim process, a crucial aspect of our service, did not meet your expectations.
  
  It's important to clarify that while Auto Protect USA sells policies and provides information to policy administrators, the actual claims process is managed by the administrator, CarGuard Administration. While we want to help resolve your claim issues, please note that, as the policy broker, we do not have jurisdiction over claims.
  
  To address your claim, we recommend contacting CarGuard directly as they oversee claims management and maintain their customer service department. It was their adjuster who communicated with your repair technicians.
  
  We apologize for any inconvenience this situation has caused. We have removed you from our mailing list. However, your policy remains active, and we need to speak with you on our recorded line regarding your contract. To address your concerns, one of our customer service representatives will contact you directly to provide further explanation and assist in facilitating a resolution.
  
  If there's anything you need assistance with, please contact me directly at **************************************************.
  
  Best regards.