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:01/01/2023

  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.

  I purchased the Premium vehicle maintenance package on 6/29/2022. On 12/7/22 I called to file a claim. I also followed up with an email on same date. Customer Service said someone would call me back. On 12/12/22, I called again. I was given the same scripted message. As of this date, I have not received a phone call or a response to my email.

  Business Response

  Date: 01/04/2023

  We are handling this right away. 

  Customer Answer

  Date: 01/13/2023

  [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:  Business' response is that they would take care of this right away.  I have not received any correspondence or phone calls from this business as of this date.
  
  Regards,
  
  ***************************
  

  Business Response

  Date: 01/18/2023

  We tried once and we will try again right away. 

  Thank You

  Customer Answer

  Date: 01/24/2023

  [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 at this time.  The business has made contact with me.

  Thank you for your assistance.

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

• Initial Complaint

  Date:12/30/2022

  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 originally purchased a Concord Auto Protect premium policy, #*******, for my vehicle (2013 ********** *****) on 09/17/2021 for a total amount of $1,995.00, which included Road Hazard Protection. I subsequently submitted a flat tire claim, via email, approximately 1 year later on 08/30/2022. I received my claim number, which was automatically generated by their system, and assumed I would be contacted within a reasonable time frame. Much to my dismay and contrary to any standard protocol, no further communication or follow-up was initiated by Concord Auto Protect. Throughout the following sixty days, I proceeded to make 3 attempts to call Concord on three separate occasions, in where each time I was given a verbal apology by a representative and reassured that a check, in the amount of $100 , was being mailed me to with an expected arrival of two weeks.After not receiving this check on the numerous dates as promised, as well as a lack of any follow up communication, I realized my claim was being ignored and/or totally dismissed. I reasonably suspected that I was dealing with an illegitimate and/or legally non-compliant company that displayed a pattern of neglect and predatory business practices. Due to the frustration caused by Concord Auto Protects negligence and unresponsiveness, I placed a final call on 10/04/2022 to demand a policy cancellation and a reimbursement. During this call, I spoke with *****************************, the owner of Concord, where I voiced my issues, concerns, and intentions. He obliged. This conversation was followed up with an email from *****************************, who confirmed the policy cancellation and refund would be sent to me in 3-5 business days. I have copies of this email. Needless to say, nearly 3 months after that email, I have NOT received my refund.THIS IS TANTAMOUNT TO THEFT! Very disappointed with this experience and will be pursuing legal action. This company can not be trusted and will be held liable.

  Business Response

  Date: 01/03/2023

  Hi,

  Sorry for the inconvenience and that experience. Perhaps there was a logistics issue with the tire reimbursement. The last thing we want to do it withhold $100.00 for a tire. I will make sure you get a refund. Please reach out to ******* at extension *** to confirm this.

  Thank You

  Customer Answer

  Date: 01/06/2023

  [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:

  I have spoken to ***************************** on
  01/05/2023, and was told: "The request for a full refund was put in". 

  Still waiting for a refund.

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

  Business Response

  Date: 01/10/2023

  Hi Miss. According to our notes, it looks like it was processed. If it doesn't show up on your end, please call ******* at extension *** to have this resolved asap. Sorry and thank you. 

  Customer Answer

  Date: 01/19/2023

  [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:
  No refund has been posted even after I called a spoke to ***************  He offered a prorated rate which I won't accept since my only claim of $100 was NOT honored by the company. Once again, the policy cancellation/refund issue is handled the in same way my claim was. I was only able to get in touch  with ******* once. The rest of my attempts  to contact  him via phone (voice mail), and email are ignored. 

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

  Business Response

  Date: 01/20/2023

  We are working on getting her a full refund minus $100.00 for processing and handling for the last year and a half it was covered. We apologized many times for missing the call with the tire repair and if there was anything I can do to make it up to her, we will. Every time we told her an amount, it was disputed but the fact is, we covered her vehicle for over a year. If she had a traditional claim, it would have been processed much quicker like the thousands of other claims we process regularly. 

  Thank You

• Initial Complaint

  Date:12/30/2022

  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 11/16/22 I agreed to purchase an extended warranty on my car. I emailed back and forth with a "*********************" at Concord Auto Protect and agreed to purchase a 6 year/120,000 mile warranty for $1,383.99 in equal payments over 3 months (November, December, and January). I made my first payment on 11/16/22 for $461.33. There was a 30 day money back guarantee. I had ********************* email me a copy of the contract and there were just way too make loopholes so I emailed him on 12/7/22 to cancel ( I still have the email). Not only did he not respond to my email, they made another charge to my credit card on 12/8/22 for another $461.33. I them emailed on 12/16/22 to verify they had cancelled my warranty and they ignored that email and then again charged my credit card another $461.33. This was not even supposed to be made until January had I not cancelled. I called somewhere between all of that (well before the 30 day money back guarantee) and spoke with a man at customer service that did stated I would be refunded that first full payment (that's before the other two payments were made.) I have called this company and all they can do is tell me they will submit a request to the billing department and someone should call me back sometime. I have yet to receive a call back. This company is a total scam and should have not been able to continually charge my credit card after I made it known I wanted to cancel this. They need to refund my credit card for the full $1383.99.

  Business Response

  Date: 01/03/2023

  H ***,

  Sorry for the confusion and the delay but the refund was processed over the weekend. The funds should show in full in 1 business day or so at the most.

  Thank You

• Initial Complaint

  Date:12/26/2022

  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 an extended warranty on my ********* The first claim that was submitted was approved and paid. The 2nd claim was denied for inactive policy. Go figure how that makes any sense. I then requested to have the policy cancelled and a check sent refunding the policy. I have yet to see any money. I cannot get anyone on the phone to address and finalize this issue. I am told it is being handled and it is not being handled. I have no documents to reference or verify what they are seeing in their system.

  Business Response

  Date: 12/28/2022

  Hi ***,

  ******* at extension *** is working on this for you. His email is **********@concordautoprotect.com

  Looking over your claims, they were 3 of them in the first month of sign up last year. We want to help but the claims need to be justified. Sorry for the inconvenience but the refund will be there shortly for sure.

  Thank You

  Customer Answer

  Date: 12/28/2022

  [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 dont know what they want. The failure to respond to my emails or phone calls is not a problem I should have to solve. Yes, their were 3 claims. I bought the car, bought the warranty, drove the car a little as is identified by odometer photos at different times. I then took it to the mechanic and they found the power steering pump failing. So a claim was filed and paid. The day I pick up the car, I get 5 miles or so and the coolant light comes on and I drive back to the mechanic. engine failure, gaskets, head bolts, etc which ***** **** said was coverred when he sold me the plan. The 2nd claim gets denied for invalid policy when they just paid the 1st claim. So that is fraud. Then I pay the mechanics shoo 10k for engine repaires not covered by Concord. The day I pick up the car from the engine repair....the next morning fluid is all over the garage floor and the car was towed back to the mechanic shop where they found the power steering line burst. So that was the 3rd claim that was denied. 

   So I spent $6150 on Concord auto warranty before the car was delivered to me as it was shipped from CA. Then I spend 10k + on repairs that concord denied and then I cancelled the policy because they did not honor their policy. Started looking deeper and realized I never signed the contract online so therefore l guess I never had a policy to begin with but the bottom line is I spent 6150, then 10k, have not received a penny back from Concord even thought they claimed in email that they mailed me a check for $1800. Have no idea how they came up with that number. Meanwhile *** ******* is not addressing the issue. He told the Attorney genearal in PA that he was handling it 6 weeks ago and has failed to respond or take care of it. 
  
  I have plenty of documention to support everything.

  I have plenty of documention to support everything.

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

  Business Response

  Date: 01/11/2023

  We will review and see if there is anything else we can do for you. Thank You

• Initial Complaint

  Date:12/21/2022

  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've sent the following letter of complaint via e-mail to Concord Auto Protect three (3) times and have not even had an acknowledgment from them I've uploaded my letter detailing my complaint

  Business Response

  Date: 01/13/2023

  Hi,

  We can either process a prorated refund since we've paid out on claims in the past or, we can approve a courtesy amount towards this one. Pease advise. 

  Thank You

  Customer Answer

  Date: 01/17/2023

  [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. 

  And would accept a reasonable Courteous amount towards this issue
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 02/13/2023

  [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 had agreed  to a reasonable courteous amount towards this issue, and I haven't heard anything in the one month since.

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

  Business Response

  Date: 02/13/2023

  Please reach out to ******* at extension *** to discuss the logistics. It should be open to be paid to the shop on your behalf as a courtesy. Thank You

  Customer Answer

  Date: 02/21/2023

  [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:12/21/2022

  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.

  Hello I have a valid concord auto protect warranty. I am not the original owner as I bought it used in Jan 2022 The vehicle has a transmission issue that requires a 4000 repair which is replacement of the tranny They are refusing to cover any of the repair stating I don’t have records showing proper fluid changes among other nonsense things I have filed no claims against this policy and I expect them to cover the repair

  Business Response

  Date: 01/13/2023

  Hi Sir,
  We reserve the right to verify maintenance. Every company in America has the same guidelines. If the service or lack of service didn't have to do with the repair, we wouldn't ask for it. Sorry you are upset but we are still happy to help regardless. Please contact  ******* at extension ***.

  Thank You

  Customer Answer

  Date: 01/20/2023

  [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,
  
  *******************************
  Concord has refunded a prorated portion of my contract price to close my policy. Although not covering the full amount of the repair this is satisfactory as long as there are no further charges or billing against any payment mechanism 

• Initial Complaint

  Date:12/21/2022

  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 filed a claim with Concord Auto Protect in June 2022. They replied with a claim number and requested more information. I faxed them the paid receipt from the repair shop that they wanted. I have called four times over these months to request payment. Each time I get a claims agent that looks up my file and tells me the check will be in the mail. I never receive a check. The claim # is******* or ******* depending on who is lying to you. The amount of the claim is $516.10

  Business Response

  Date: 01/13/2023

  We usually pay the shops directly. Can you please email your ****** information to ***********@concordautoprotect.com?

  I will make sure it gets sent immediately.

  Thank You

  Customer Answer

  Date: 02/01/2023

  [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:
  
  

  Dear *******;

  
  

  I sent * ******* the *** *** information he requested. I have had no response.

  The claim for $516.10 has been given several claim numbers by several claim adjusters in response to my several calls. These are: *******,******* and *******. The amount of the claim was quoted as: $500, $1623.32 and $250 by 

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

  Business Response

  Date: 02/01/2023

  It looks like it was paid on our end. I will review and if it wasn't, the claim will be paid.

  Thank You

• Initial Complaint

  Date:12/15/2022

  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.

  We purchased a used auto warranty for our 2018 ***** *** **** diesel. April of 2021 with gene H***** and his exact words said this is a bumper to bumper policy like a brand new car and it was good for a 156000 miles or 2026 whichever expires 1st, So we purchased the warranty for $3100 a year .and 10 months later, we're having problems with fumes in the truck while driving had to replace a gasket that costs us $4800 which we paid. we asked them to check the injectors as the engine was missing, when they check the injectors they all failed Those are listed on our warranty and concord as of todays date has only offered to pay $500.00. All parts per our iesel mechanic, states these are all on the warranty. I have called them every single day for more than 2 weeks and keep getting no straight answers. I need your help as this is fraud. i will ( if i have to take them to court) I want my bill paid as per the warranty nothing less and nothing more. my bill is $7517.90 .

  Business Response

  Date: 12/16/2022

  We sent approval information to the shop on her behalf.

  Thank You

  Customer Answer

  Date: 12/25/2022

  [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:12/13/2022

  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 ordered Concord's Premium Package on 5/24/22 (VSP#*******) for $1,890.00. On 9/7/22 I called *********************, Account/Specialist and told him that my car was totaled by a portion of a tree falling on my vehicle. I was told to call the Service Department to ask for a for a refund. I was told that I would receive a check for $1,630.00 in 7-10 days. I called the Service Department two more times, and I received the same story. I tried to call *****************************, Head of the Service Department, He never answered or returned my calls. I read a few of the other complaints about this company and that all have one thing in common. Their reply is to call ******* and he will help you. Don't hold your breath, ******* will not respond.

  Business Response

  Date: 12/14/2022

  Sorry for the delay. We will make sure this refund gets out right away. Perhaps there was an issue with logistics. Please E-mail [email protected] and they will assure this happens for you right away. You can also call ******* at extension 801 to confirm.

  Thank You

• Initial Complaint

  Date:12/12/2022

  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.

  The warranty company denied a claim that was clearly covered by them. I also submitted documents showing that the dealer only inspects the fluid for the rear differential and does not service it unless it needs to be serviced. After denial, the failed to return phone calls as well as emails regarding the issue. They also have yet to respond to another claim that was put in.

  Business Response

  Date: 12/13/2022

  service records do not show the differential ever being serviced, the manufacturer recommends this differential to be serviced every 20,000 miles, this customer failed to do so, our on-staff *** Certified Masters, they have stated that had this Differential been serviced regularly), the Differential would most likely not need to be rebuilt at this time. decline email sent. Thank You