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:12/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  11/20/2020 paid $1,539.00 for an auto extended warranty coverage plan. 186,000 miles until 6/20/2027 for 2019 ******** ******** Claim was filed to Concord Auto Protect on 11/16/2023 for transmission failure. This vehicle has been at ***** ***** dealership for repair for over 30 days. Concord Auto Protect has still not authorized the repair that is clearly covered in the contract. They continually stall , delay , as it took 3 weeks before they even sent an adjuster to look at the vehicle. They do not communicate or call me back. They claimed ***** ***** was not sending them info , which was totally false , so I had all the service records printed out and hand delivered them to their office. Customer reviews on their website say many claims are resolved in 48 to 72 hours ! What a lie. This is a scam company. It is now 12/19/2023 and nothing has been done to repair my car. The rental car coverage is only 3 days ! What a joke ! I am without a car for well over 30 days. This company ruined my Christmas. I do not have a car to go visit my grandchildren. This company is a total fraud. Do not buy a warranty plan from Concord Auto Protect.

  Customer Answer

  Date: 01/14/2024

  This company has continually ignored my requests for action on approving my claim. They have stopped responding to me as well as the repair shop - *********************************

  I sent Concord an email requesting a full refund of the money I paid for this warranty . They are not honoring a valid claim so I want my money back and will go get my car fixed and never deal with them again  

   

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 filed a claim in October for my vehicle to be repaired. My vehicle was towed to the mechanic shop and the representative spoke to the mechanic and provided a claim number. When asked how long it will take for an approval I was told give 24-48 hours for my claim to go through and if I can afford it ( because I’m missing work ) pay and get reimbursed. This claim was filed 10/19/23. I’ve been calling constantly and I’ve spoken to management in which I’m given the run around, I’ve asked to speak with management and even they have given me the run around. A month later when I called in November I’m now told my services weren’t covered. When asked why i wasn’t notified sooner as well as why do i have to keep calling and that if anything my tow is covered up to $125 and I should have at least received that. I requested to cancel my plan and give me a refund I received a call back IMMEDIATELY! Then I was offered $350 not to cancel my policy. I declined and made it clear I’ve been treated unfairly and I would like a refund. ******* ******* the manager of 3 different departments but doesn’t return calls agreed to give me a refund of $1500.00 this was 11/21/23 at 10:04 am. I’ve called every week since and every few days I’ve been calling. I’ve been told it’s going to be on my card and to give it 24/48 hours then I keep calling because it’s not on my card. Then i keep being told it will be in my ****** account give it 24/48 hours. Im still to this day calling asking for a manager and inquiring about my refund. I called again today and I’m Asking about my refund and I’m getting the same response.. that it will be escalated and give it 24/48 hours. I don’t understand why i have to call every few days to be told the same thing. I have proof of all calls date and time stamped. At this point I want a refund in full. I don’t like how I’ve been treated And the customer service is terrible. 

  Customer Answer

  Date: 12/19/2023

  These are some screenshots of my calls to the company in which I've been given the run around and no solution to my problem. I have more but can only upload 5

  Customer Answer

  Date: 12/19/2023

  These are some screenshots of my calls to the company in which I've been given the run around and no solution to my problem. I have more but can only upload 5

• Initial Complaint

  Date:12/13/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Tried to cancel policy 11 months after issue. Contacted the company 12 times and they said they would issue a check but one month later we still have not received a check. Now we cannot even talk to them and they would never call us.

• Initial Complaint

  Date:12/07/2023

  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.

  On Nov. 2, 2023 my vechile went to *****'s Auto. Concord Auto, an extended warrenty company recd emails and photo's of the work needing to be done. At no time did they say it was not covered. An adjustor was requested to come out Nov.2nd and fimally did the end of November 29th One week later Dec 6th they replied denying the charges for the timing chain replacement which if true could have and should have been denied the first week not the fifth week of being in the garage. Every day I had communications with Concord and received false promises. Im seeking for the repairs to be covered for the timing chain including one months insurance of $115.00 too include uber and lyft ride expenses of $250.00. Thank you. Or a refund of my money from this contract for extended warrenty work. Through this month I have 3 contact numbers for them, ************ as listed online although communication I had with them was ************ and ************.

  Business Response

  Date: 12/08/2023

  Sorry for the delay but the car was not able to be turned on upon inspection so we had to send a 2nd inspector. We are still trying to work out the situation to help the customer. Sorry and thnak you. 

• Initial Complaint

  Date:12/07/2023

  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 got to be one of the most incompotent extended warranty programs ever and I have 2 before this one! I do not know where to start with this company from bribing me to remove reviews to speaking to someone that seems to not understand english well but is working customer service! Concord rep told me several times that my part was being shipped to the ***** ***** but after several calls they have told me that no part was being shipped and that is not the case! I was told by Concord that a rep would email the tracking number about 2 days ago and that did not happen because no part was ordered! So now I have no idea when that part will ship up to **** *****!!!! I had to call Concord several times today (12/7/23) to get that answer and the rep was being very avasive when I kept pressing about the time that they get the information from ***** ***** where to send the part! I have had nothing but issues with this Concord and I am not sure why they claim they are number one1?!?! Concord is number one in delays and wasting time! Now the part I need will be shipped today (hopefully) instead of two days ago! I have a appt. on Monday and I do not have a car. It should not take more than a week to get this all taken care of since Concord is not covering the most expensive part! What a scam this company is and they will use the no deductable but do not fall for it because I would rather pay a a deductable and have more parts covered and shorter waite time than deaing with this con-job of a company! Stayway from this company!

  Business Response

  Date: 12/08/2023

  We cover parts that are listed as covered in your agreement. We would expect you to understand that now after your 7th covered claim. Sorry you are upset and thank you. 

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchase a auto warranty policy to protect against large auto repairs. I traded that car in and leased a new car. The new care had a auto warranty as part of the lease, therefore, I cancelled the auto protection warranty with 18 months remaining on the warranty. I contacted Concord Ato Protection on July 10th canceling the warranty and requesting a refund of the remaining premium. I was told that a refund in the amount of approximately $1,100 was due to me. They claim the refund check was sent to me on on July 11th, I never received the check. I was called numerous times requesting a replacement check which I never received. I left a message with *******************************, a customer service manager, he never returned my call. I want my refund check.

• Initial Complaint

  Date:12/01/2023

  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 purchased a vehicle extended warranty on 11/18/2020 in the amount of $4,100 that is valid until 12/13/23. I submitted a claim on 11/13/23 in the amount of $4168 due to a necessary emissions related repair. They never responded to my claim. I've called them 7 times since the original submission and each time I'm told "the adjuster will email you by the end of the day". This does not happen and each time I call back they say the same thing. This is a scam and they have no intention of paying the claim.

  Business Response

  Date: 12/04/2023

  Sorry that you are upset. Unfortunately, emissions components are excluded but we will try to help you towards the claim regardless. ****** will be reaching out shortly. If you can, please contact him at extension 817.

  Thank You

• Initial Complaint

  Date:11/29/2023

  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 purchased a platinum extended warranty from them for $1695. I gave them all the specifics of the truck details including tires etc. I was told that my vehicle was warranted bumper to bumper until 2025. I had a rear differential problem in Oct of 2023 and sent it to a shop to get fixed. After contacting the warranty company I was told to send in service records on my vehicle which I did. I have all of my service records and have taken excellent care of the vehicle. I received an email from Concord and they told me they would not honor the warranty because of tire modifications which I have never done to the vehicle. I explained this to them again and again and was still denied. ******* Drive Train in Denver Colorado also confirmed that no modifications were made to the truck and that Concord should honor the agreement. I am now forced to file a complaint for the $2200 bill for repairs of the Rear Differential. Concord is not responding to my emails and told me there is no one I can talk to in person and can only email.

  Business Response

  Date: 12/01/2023

  Refund is being issued. Please call ****** at extension *** to follow up on this.

  Thank You

  Customer Answer

  Date: 12/11/2023

  They refuse to answer my calls. They sold me a bogus extended warranty because they did not honor their word.

  I even bought the Platinum Package to make sure the truck was covered bumper to bumper 

• Initial Complaint

  Date:11/28/2023

  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.

  To follow-up on complaint ID#********. On 10/26/2023, The complaint was suppose to have been completed and a refund check should have been received by now (today is 11/19/2023). I purchased to car warranty on 12/22/2022 til 12/22/2025 for $1749, the policy was cancelled on 10/02/2023, which a refund was promised. The company has LIED, not only to me but to the Better Business Bureau. They are also stealing money. Hopefully, something can be done. I have copies of my policy, if needed. This company should not be in business...not only do they lie but they are very rude to their customers. Please help me...or tell me who can. Thank you

  Business Response

  Date: 11/21/2023

  BBB - I don't believe you have sent this to the correct company. We don't sell warranties as a standalone product, we do not have any record of this person being a customer with us at any time. 

  BBB - please review and make sure customer has filed against the correct company and confirm to ****************************. 

  Business Response

  Date: 11/27/2023

  I SENT THE FOLLOWING EARLY LAST WEEK BUT HAVE NOT HEARD BACK FROM ANYONE. PLEASE RESPOND TO ME DIRECTLY AS SOON AS POSSIBLE.

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

  QUOTED TEXT:

  BBB - I don't believe you have sent this to the correct company. We don't sell warranties as a standalone product, we do not have any record of this person being a customer with us at any time. 
  BBB - please review and make sure customer has filed against the correct company and confirm to ****************************. 
  
  

  
  

  Customer Answer

  Date: 11/28/2023

  I am rejecting this response because:   I believe that Concord Car Warranty is playing a game and they do not intent to send my prorated refund.

  An attachment has been sent to justify, that I had a warranty with this company, hopefully, someone will do the right thing. On the attachment, shows

  how much time I have put into this complaint. The policy number was #*******, Premium Package, issued on 12/22/2022 and canceled on 10/02/2023.

  Was told at the time of the cancel that a ********************* issued a prorated refund..It is now, 11/28/2023..no refund.  Please help....  Thank you 

  Business Response

  Date: 11/28/2023

  You have the wrong company sir. We are Concorde Auto Acceptance. The in-house finance company for **** **** this is our website www.concordeaa.com - a screen shot of our website is attached. 
  
  We do not sell warranties, we sell cars. You are looking for Concord Auto Protect this is their website: www.concordautoprotect.com - Note that they do not have an E in Concord, we do. You have the wrong company sir. 
  
  We wish you the best in resolving your situation with the actual company involved, but that is not us. Kindly remove your complaint from our BBB profile. 
  
  To BBB Staff - This is my third email to you regarding this error. please have a supervisor from BBB call me directly at ************ to resolve this matter. 

  Business Response

  Date: 11/29/2023

  We are making sure this refund is received by the customer right away. 

  Thank You

  Customer Answer

  Date: 11/30/2023

  
  

  I thank you for your effort to help me with obtaining my prorated refund...forgive me for not believing the Concord Car Warranty Company, concerning

  sending me my prorated refund..but as you can tell by the Concord Warranty pdf, included, with all the writing on the paperwork..the company has had

  plenty of time to do the right thing..The policy was canceled on 10/02/2023, refund was promised by a ********************* and a ****************** and now it is 11/30/2023  the company has had enough time to do the right thing, without the Better Business Bureau getting involved.  Hopefully, this time I will receive my refund. 

     Thank you for all your help

  Customer Answer

  Date: 12/02/2023

  [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: I am waiting to see if they are going to send the prorated refund.  They have had plenty of time from 10/02/2023

  to now, 11/29/2023, to send the refund. If they do the right thing then this will be resolved, all I want is the refund and to close this complaint. I know that

  the first and second complaint was sent to the wrong Better Business Bureau, but the complaint should have been taken care of from the phone call

  to Concord Car Warranty, 10/26/2023, instead of thinking this did not have to be taken care of.  Thank you for helping me and I will let you know if this matter is resolved and I receive the refund.
  
  Regards,
  
  **************************************

• Initial Complaint

  Date:11/01/2023

  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 had a Vehicle Service Agreement with the company valid 08/26/21 through 08/26/26 . I sold the covered vehicle 09/15/23 and contacted Concord the next day for my prorated refund. It's somewhere over $1500 according to their calculations. I was told I would receive a check in 10-12 days. I have yet to receive a check. I have called four times, and all I get is lip service with no results . I think they should be banned from being able to conduct business in N C .

  Business Response

  Date: 11/08/2023

  It looks on our end like it was issued. We are making sure that if it wasn't that it will be right away.

   

  Customer Answer

  Date: 11/09/2023

  [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: I did not receive a check. If one was issued it never reached me and needs to be reissued. Perhaps it was lost in the mail or sent to a wrong address.
  
  Regards,
  
  *******************
  

  Business Response

  Date: 11/15/2023

  A new one was already re issued. Sorry for whatever happened as we want to make sure you receive it. 

  Thank You