Complaints

This profile includes complaints for CARco Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CARco Inc

  PO Box 1268 Exton, PA 19341-0963

• 

  CARco Inc

  415 Eagleview Blvd Ste 100 Exton, PA 19341-1143

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:10/02/2023

  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 was hit by a intoxicated driver June 2nd 2023. This was the dealerships gap company at the time. They have taken months to pay whats owed and my banks still waiting for the first check they said they sent out but it got "lost". My accounts keep getting frozen, the bank wants their money. Carco has said i need to wait 45 days to reissue a check and it will take 3 weeks on top of that to get it to the bank. They arnt even paying the full amount due. The bank had a promotion for the first 3 payments i didnt have to pay and because carco is calling it a deffered unpaid payment they won't cover it. I didnt chose to not pay it was the rules of the loan. Ive emailed and called and asked to speak with a manager but the manager (if its even a manager) gives me the same information. I must wait for them to re issue this lost check and wait 3 extra weeks for it to reach the bank. Meanwhile im a single mom working 60 hours a week to give the bank all my grociery money and my sons birthday is the 28th and i cant even get him anything. This needs to be resolved. We pay for gap so that when we are in our most vulnerable situations like this we are protected. The kid didnt have insurance so i am responsible for paying off the rest of the loan. I am running out of food, energy and time and i have a little child in the house. This company should be ashamed of themselves. Look at their reviews im not the only person theyve done this to.

  Business Response

  Date: 10/02/2023

  This person has the wrong company. We are in ************ and *****************. We have nothing to do with cars or claims.

  Business Response

  Date: 10/16/2023

  We are confused by this complaint because your claim has been paid and is resolved on our end.  The claim was paid in 2 parts as not all of the documents had been sent to us initially.  Upon receipt of all documentation, your claim was completed and paid.  Both checks have been received and deposited by your lien holder, ***** Credit Union.  Copies of the deposited checks are attached.  Check #****** for $1,935.94 was deposited and cleared on 9/6/2023.  Check #****** was deposited and cleared on 10/4/2023.  Unfortunately, any amounts still owed to the lien holder remain your responsibility as they are not covered by GAP.

• Initial Complaint

  Date:09/29/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for Gap insurance services from this company and they are unreachable by myself and ***** **** FINANCIAL SERVICES. I was lead to believe that the gap insurance company would handle all the paperwork and communicate with ***** and *********** AUTO INSURANCE, however I have had to mediate between the 3 parties and basically do the job in which I had paid CarcoGap to do. It has been 4 months since my accident, and 2 months since they supposedly sent my refund check to *****. I have still been making payments on my car that I haven't had for months and the gap agent will not respond to my emails, and the phone number they gave me doesn't have an option to speak to a representative. I genuinely feel as if I'm a victim of fraudulent company.

  Business Response

  Date: 10/04/2023

  It is hard to understand how we are "unreachable" when we sent you emails updating you on all the documents that were needed on 7/10/2023, 7/25/2023, 8/1/2023, 8/8/2023, and 8/11/2023.  You have not made it clear how you were led "to believe that the gap insurance company would handle all the paperwork and communicate with ***** and *********** AUTO INSURANCE", but your GAP contract states that "In the event of a Constructive Total Loss, You must notify and provide the following to the Administrator ... The Administrator will not be able to obtain this information for You."  Ultimately, after all of the required documents were received, the claim was processed and paid on 9/11/2023.  A copy of that check is attached.  If the payment has not been received by the lien holder after 30 days of the check issue date, please call our office at ************ so we can research the payment and reissue if necessary.

  Customer Answer

  Date: 10/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:09/28/2023

  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.

  carco has been going back and forth with me about paperwork i sent numerous of times and numerous of ways and its always a problem every single time. They either never received it or the person who is in charge of my paperwork is on the phone. They tell me on the phone to wait X amount of business days and when i call after waiting X amount of days, i have to wait another X amount. They have been giving me the run around for the past 4 months. They took 3 car payments out of my bank account after the car was already deemed a total loss in the beginning of june and the accident happened at the end of may.

  Business Response

  Date: 09/29/2023

  We cannot locate a claim or policy with this first and last name.  Please provide some identifying information such as a claim #, VIN, or some other unique identifier so we can research this complaint.

• Initial Complaint

  Date:08/31/2023

  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.

  Pay this car off On May 6,2023 my car was stolen and totaled I purchased gap insurance as well as road hazard package as well as extended warranty on the vehicle my insurance company has issued their portion but gap is refusing to pay I have been going back and forth with the guy handling the case by the name of ***** i don't understand he's telling me that once i cancel the warranties that I have to pay the financial institution I don't know what my warranties have to do with the gap insurance it's frustrating aggravating I've asked him to call me he's refusing to do any of that any do I have to use my warranty money to pay for the remainder of what my insurance company didn't pay when I purchased gap coverage I've had a car in the past where I had gap coverage gotten into an accident and gap paid that car off he's very unprofessional all the items he's asking for I know for a fact the dealership sent them copies of that this was 2 years ago why should I have to do all of this when my insurance company was able to do that without me having to call the dealership

  Business Response

  Date: 09/06/2023

  ***** has informed you of the required documents.  The required documents are listed on page 3 of the  GAP contract and "verification of refundable amounts" is an important part of that list.  The contract also makes clear that "The Administrator will not be able to obtain this information for you".  This is due to privacy laws as we are a third party, so submitting the required documentation for your claim is your responsibility.  ***** has made clear what is needed and unfortunately if a customer refuses to send us what is required, we cannot process the claim.  Also, your loss occurred on 5/6/2023, so the dealer did not send us the required documents "2 years ago" as you stated you "know for a fact".  At this time, we still need the following:  1. Buyer's Order, 2. MSRP Invoice, 3. Copy of the $1,887.00 Service Contract, 4. Copy of the $899.00 Road Hazard Contract, and 5. Police Report.

  Customer Answer

  Date: 09/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:08/15/2023

  Type:Customer Service 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.

  My automobile was declared a total loss in June 2023, and since then, my lease company and the dealership have been working hard to get the remaining balance of my car paid off through cargo gap insurance. I purchased gap insurance because I knew it was the responsible thing to do in the event of a total loss on my car. However, the service is terrible, *** doesn't return emails, and he doesn't even phone to see whether assistance is required. This issue has not been resolved after two months. I've worked hard to make sure he gets everything, but every time I give him one paper, he says, "Oh, I need something else." The worst thing that's ever happened to me. They are really giving the run around, I cant afford to purchase another car and pay two car payments. I need help.

  Business Response

  Date: 08/23/2023

  We are sorry for any delays in processing your claim.  However, we still have not received all of the required documentation.  In the email you attached to this complaint, Ben requested verification of the "VIN Etch" contract that was listed on the buyer's order.  Until we receive that we are unable to proceed with your claim as it is a required document.  Please contact your dealership for a copy of the required document we are requesting and submit it so we can proceed with your claim.  In addition, you said Ben does not respond to your emails, but in the attached email you asked him for an update on 8/11 (Friday) and he responded with one on 8/14 (Monday).  This part of your complaint is confusing.

  Customer Answer

  Date: 08/23/2023

  I am rejecting this response because: Yes, you do see that he responded on the 14th after I called and spoke with several employees to reach him, but it's neither here nor there; what matters is that my claim be resolved, not that you ask me for one document and then require another document after I work hard to get it for you. I made my payment without incident. I should at least receive accurate information about my case. I understand what he requested, but why wait till I have one paper before making another request? Why is it so hard to speak a supervisor of your company? 
  

  Business Response

  Date: 08/24/2023

  The status of your claim is unchanged.  Once we receive the final document that *** requested, we can finish processing your claim.

  Customer Answer

  Date: 08/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  Hopefully this matter will be resolved, thank you. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:07/21/2023

  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 had an accident on Mar 28 2023. On or about April 14 My insurance company totaled my car and paid off what the value of the car was. I had it financed thru ******* Motor finance. This left me a balance of about 3500.00. I thought that there was nothing more that I needed to do that Carco Gap would take care of the balance and that would end everything. I kept checking my account with the finance company and nothing had been done. This was around the middle of May. I couldn't find out who my Gap company was by anyone, so I didn't know who to contact. I read my contract over and found the name of the gap company. I started my claim with them on Jun 2, 2023, Carco requested the following documents INS SETTLEMENT, VEHICLE EVAL REPORT, SETTLEMENT BREAKDOWN, TYPE OF LOSS, DATE OF LOSS, PAYMENT HISTORY, GAP CONTRACT,....THESE WERE ALL CONFIRMED ON 6/13/2023. BILL OF SALE, ETCH, VEHICLE SVC CONTRACT. ALL CONFIRMED ON 7/10/2023.....FINANCE CONTRACT RESENT FOR THE FOURTH TIME ON 7/17/23 CONFIRMED........MSRP RESENT ON 7/17/23 AND MILEAGE FORM RESENT ON 7/17/23, NOT CONFIRMED ACCORDING TO THEIR WEBSITE. THE ANALYST THAT IS HANDLING THIS IS ******** *.. He has sent me emails when he needs something and I have responded with his requests, and have asked him to respond back to me and to give me an update. I am still making payments on this vehicle so I don't get a 30 day late on my credit report.

  Business Response

  Date: 08/01/2023

  We are sorry that the customer has found the experience of gathering and submitting all the required documents difficult.  But we can confirm all documents have been received and the claim has been processed.  Notification was sent to the lien holder. 

• Initial Complaint

  Date:07/18/2023

  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.

  This company has done everything they can possibly do to delay and not pay my claim. Per the contract, I called their number to file a total loss claim. A recorded message told me that they did not start claims through the telephone, I would have to go to their site and fill out the paperwork. I did so and never heard a thing from them. Never an email or phone call to say they received the claim. I tried to call and there was no one available to talk to. I had to go back to the dealer and get them to call Carco and then I finally found out that there was additional paperwork they wanted to start the claim. This was a month after filling the paperwork online and almost two months after the total loss. They then claimed there were additional documents missing, despite the lien holder saying they sent them. I asked the lien holder to send them again, they did so. Carco again claimed they never received them. I asked the lien holder to send them a third time and finally Carco replied that they had received them. I am now 3 months after the total loss. 2+ months after starting the claim. The claim is in "Ready to Process" state according to Carco, which takes 14 business days. After that it moves to "Approval" state which takes another 7 business days. Who knows how many more states it has to go through before it gets to "Paid" state, because the story changes every time I talk to someone at Carco. Let this be a warning to anyone else that has to deal with this service... That was sold to me as a "If something happens, everything is taken care of and you don't have to worry about a thing." Except actually making them follow through on their contract.

  Business Response

  Date: 07/20/2023

  This GAP claim has already been processed and completed.  However, there was no payable GAP amount due to the fact that the insurance settlement and the warranty refunds would pay off the remaining balance.  The customer should be advised to return to the selling dealership to ensure that they have cancelled their Service Contract, Maintenance Contract, and Tire & Wheel Contract.  Refunds would be issued for those products which would be paid directly to the lienholder.  The customer is also welcome to cancel their GAP coverage for a refund since there was no payable claim.  They can submit this request to [email protected].

  Customer Answer

  Date: 07/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Once again, no one from CarCo has communicated this information to me. This is the first I am hearing of this outcome despite:

  1. Calling CarCo on the telephone on Tuesday and being told my claim was STILL BEING PROCESSED.

  2. The CarCo website stating: "Claim Status: Ready For Processing" attached proof in image.

  3. I already went to the dealership and did cancel the items in question over a month ago. But I will call them again.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 07/26/2023

  It is unclear what ******************** is requesting at this point, but it does not change the outcome of his claim.  He is advised to review our previous response and proceed accordingly.

• Initial Complaint

  Date:06/20/2023

  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.

  May 10th I was giving a agent after two weeks and My claim still has not been processed on June 20th and that is after me reaching out to them and learning they still needed paper work I had already sent them 2 now 4 times they are unprofessional and have caused me to miss 2 months of payments because of this

  Business Response

  Date: 06/21/2023

  This GAP claim has already been processed and submitted for payment.  The last document was received on 6/6/2023 and it was submitted for payment on 6/20/2023.  The customer was advised that payment could take 7-10 business days from the date the last document was received, due to a high volume of claims.  However, previously we made contact with the customer multiple times to obtain all the required documents.

  Customer Answer

  Date: 06/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:04/20/2023

  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.

  On March 20, 2023 I was deceptively sold a $900 GAP Addendum at **** **** in Leavenworth, KS. After finally tracking down the Administrator for the GAP Addendum (Comprehensive Auto Resources Company, Inc. P.O. Box ****, Exton, PA *****) I sent Notice of Cancellation to CARCO's Program Administrator on April 14, 2023. Per ******** @ CARCO the policy is not in CARCO's system as of April 20, 2023. I need this policy (*****-**********) cancelled and refunded in full. Refund to go directly to my lienholder, **** ***** Credit.

  Business Response

  Date: 05/23/2023

  When a GAP policy is sold by a dealership, they have 90 days to report the sale to us, the GAP Administrator.  Since the policy was only sold in March 2023, we have not received notification of the sale yet.  However, once the policy has been received by our office the requested cancellation date will be honored, as is our standard policy.  That will result in a 100% refund since it is within 30 days of the inception date.  We are sorry the process is taking longer than the customer would like, but the cancellation will be handled appropriately.

• Initial Complaint

  Date:04/03/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Contract holder name: ****, ***********************, ********** ********************* Contract # *********** Customer ID #********** Sale date: 11-12-2021 Cancel date: 8-29-2022 You were notified: 8-26-2022 Truck is a total loss due an accident. I received and returned your notarized document stating the truck is a total loss. You may check the vin number to verify information. I also provided ******** Insurance information with claim number and agents phone number. Your promotional information dated August 22, 2022, for "********* Elite Benefits - What to Know." Page two, states "Up to $1,000.00 in Total Loss Replacement. I have used ********* web site e-mail to request payment on 11-29-2022, 12-20,2022 and 1-21-2023. I have not received correspondence until last week. Your "Office of Existing Policy Management" sent the following letter with the heading " RE: Lapsed Policy, Contract # ***********" ****, Our records indicate that we have made several attempts to reach you - your immediate response is required regarding your policy. The policy has lapsed, and you are out of coverage. Respectfully request your collections department and payment department have a meeting to resolve these issues. Thanking you in advance. **************

  Business Response

  Date: 04/13/2023

  As the claims administrator, we (Comprehensive Auto Resources Company, **** have no record of a claim for this customer and have not had any direct correspondence with them.  They are welcome to file claim documents which they can send to ************************************ and we can investigate the matter from a claims perspective, but the customer's concerns should be directed to ************************* who sold the contract and apparently sent notice regarding their coverage.  Our office does not send letters to customers such as the one described in the complaint.

  Customer Answer

  Date: 04/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  
  Hello:  

  
  

  Asking for assistance with determining your office will handle this complaint.   This started around March 23, 2023 and has been ongoing due to my not having chosen the correct office

  to begin with.

  
  

  "Comprehensive Auto Resources Company" responded as "CARco"  in a BBB letter dated 4-14-2023.  This company is "CLAIMS  ADMINISTRATOR"  for *********  extended auto warranty policy.

  
  

  Attached  two files have documents showing policy purchase and cancellation due to the truck having been a total loss due to an accident.  ********* asked for the reason for cancelling the policy and that I complete their form and have it notarized stating the truck was a total loss.  Confirmation of loss can be verified thru my insurance company which was offered or by running vin number.  Weeks went by in between phone calls. 

  
  

  I then sent 3 E-mails requesting the $1000.00 I am eligible for due to the fact the truck was a total loss.  ********* web site did not allow the date of e-mail sent to be displayed on print out.  I included

  date and entered it in each e-mail.  No response to e-mails.

  
  

  Unfortunately "********* Dealer Service" did not send my requests to the policy administrator.  Attached is an ********* document with a math formula showing NO refund is due on monthly payments

  paid.   Not responding to my request for $1000.00 I am eligible for, AS  STATED  IN  THEIR  ADVERTISING, on line. 

  
  

  I am asking the policy administrator to review the documents attached to this file and ask ********* to confirm information is correct.  ********* has not responded to my requests over several

  months.  Policy administrators could request information from ********* to settle this. 

  
  
  Regards,
  
  **** ******