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:12/12/2022

  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.

  We bought an extended warranty on 4/1/2018 for $2,500. The warranty is for 5 years or 100,00 miles. Our **** had 58,000 miles on it at the time of purchase. We utilized one tow charge early into our warranty life but did not need to utilize it again until October 2022. The transfer case in our **** was malfunctioning so we went through the proper protocols and took it to a dealership to be diagnosed. The dealership diagnosed that the transfer case needed to be replaced and provided Concord with an estimate and all the pictures required including an odometer reading. They denied the claim initially for mileage which is incorrect because we only had 129,000 miles on the vehicle, documented. They denied the price that the dealership provided to replace the transfer case from the dealerships resources to obtain parts. We had to call daily, many times several times daily to advocate for what our warranty contract states we are entitled to. We talked to many different agents there and we always got contradicting statements. We had to talk to a manager by the name of Michael S****** to get approved for them to purchase a transfer case and provide it to the dealership and they initially only approved a recycled transfer case which in my opinion is not replacing the part to original condition before breakdown and not what the contract states. Lucky for us that fell through and they obtained a refurbished one and sent it. The dealership is charging a $300 processing and handling fee because this part is not from their normal venders. Concord is refusing to pay this fee. I believe they should cover this fee because the only way we were going to get our **** repaired was if we accepted their lowball of $1,200 for the transfer case. They refused the estimate of the dealership and they chose this route to obtain the transfer case, they should pay the processing fee. I paid my part to the dealership and paid for the fee because I need my vehicle back but I would like it refunded.

  Business Response

  Date: 12/13/2022

  We paid for the part and the labor in full. There is nothing owed by us to this customer. 

  Thank You

  Customer Answer

  Date: 12/13/2022

  [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 Concord chose to find the cheapest part and then refuse to pay for the handling of the part by the shop.  I was stuck with a $649 bill and $300 of that should have been covered by this company.  They wont even compensate me or meet me halfway.  Horrible business.  I would like a refund of $300 or at least half for the incompetent process they put us through.
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:12/12/2022

  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.

  After purchasing policy in Feb 2022 for the platinum protection plan I decided to cancel it in August 2022. The plan did not want to cover a repair for an a/C problem so I decided what's the point in having it. I was to refundd a prorated amount in excess of $500 (around $550 I believe) and the agent said it would be in mail. Well its December and the check hasn't arrived. I called last week (12-7-22) and the agent said he say that I had called and then stated the check was never sent but that it would be sent by ***** (and he verified the email and phone to ***** account) and I would get it by Friday. Well Friday came and nothing. I called Friday again and this time I spoke to a lady who stated she would take a message and relay to the correct department. This is ridiculous. Could I please get my refund (should be a total refund in my opinion) from this sham of a company.

  Business Response

  Date: 12/13/2022

  It shows on our end that this was refunded. If there is any issue, please call ******* at extension ***. Thank You

  Customer Answer

  Date: 12/13/2022

  [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:12/07/2022

  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 the premium warranty in May 2022 for my 2015 ******** ** ***. I made the 4 payments of almost $937.50, after being paid in full they continued to debit my account on 3 separate occasions until I contacted my credit union to have it stopped. I contacted Concord about some repairs that I needed in Oct, I received approval for repairs to be made on the steering column and a door lock repair so I made the appointment for Nov. 1. Nov. 3 I see what's taking so long with my car and the dealer tells me that Concord hasn't responded to any of their calls. I contacted Concord and they told me that they'll only cover $466. of the $1,200 repair. I told the rep that at the time of my purchase the rep ****** told me that I only would have a deductible of $100, the rep stated that I was supposed to get an approval first, I said that I did, he said well you have to pay the balance which includes the deductible, I said and cancel my policy, that's not what I was told. He told me that he'd refund my account. I got the the dealer and paid for my repairs and the dealer told me that Concord was going to pay for $626 toward the cost. I paid for all of my repairs myself. Initially I never received a payment, I called numerous times and was told that the check was in the mail and they don't refund accounts, 2 weeks later I called again and was told that they'd refund the full amount to my account, they refunded a partial payment to my account on the date that they said, they've been giving me different return dates and the run around ever since. I've been waiting for the remainder of my refund for over a month now and I'm tired of it. I contacted them again today and now I'm told it will be 3-5 days before I'll get the remainder of my refund. I'd rather for them to tell me that they aren't going to give me the remaining money back so that I'd know what steps that I need to take. My patience is growing thin.

  Business Response

  Date: 12/09/2022

  Hi ********************,

  We refunded you the amount due back. If there is any difference or discrepancy, please E-mail [email protected] for any differences potentially owed.

  Thank You

  Customer Answer

  Date: 01/03/2023

  [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:
  
  When my policy was canceled I made numerous attempts of contacting your company to get my refund. I was told that my refund would be one amount and after weeks of calling (again) I finally received a payment but it was less than what I was told I’d receive. After contacting BBB I was paid an additional $384.67, but there is still a balance of $790.33 owed to me. Please send the balance to me by 12/23/2022. The reality of the situation is I should be receiving the entire amount that I paid seeing that you continuously give me false information. You have showed yourself as a very dishonest company and seem to be in the market of taking persons money. I should've known when you on a monthly bases still debited my account for months even after I paid in full, that was the first red flag but I didn't stress it to much. This has been a horrible experience. I’m really trying to be fair and not take this further by going to small claims court, this is ridiculous! Everyone thatI speak with about my refund says the money will be in your account in 3-5 days but that has only happened 2 times out of all my attempts for over a month. I'm still waiting for my full refund amount. I really hope this can be resolved this week so that I can be done with your company because this situation is taking quite a bit of my time. It's unbelievable how long it's taking for this to be resolved. I look forward to receiving the remainder of my refund this week.
  

  Regards,
  
  ******* ********  

  Business Response

  Date: 01/03/2023

  We refunded this already. There might have been minor fees since the coverage was in effect for over 6 months. We will review to see if there is any more due. Thank You

• Initial Complaint

  Date:12/07/2022

  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.

  Nov. 28, 2022 the service tech at ******* ************ submitted a paper work stating that the valve covers need replaced on my 2012 ** ****** that has 110k miles. A week went by with no reply to me or the tech at the dealership, so I called and they said that they were about to send the info to the dealership, two more day with by and no one has heard from Concord. I call and ask for the manager Mike S******** and he said that it was denied, I told him no one has said anything to me or the dealership. I told him that the valve cover is part of the engine, so he said that he will resubmit the paper work and he would call me back the next day. I had to call him again two days later and he said that they would cover $150 of the $2,600 cost for the repairs. I paid 3k for the premium package. This is the second time I filed a claim for my car and they denied it again. I'm very upset with the company and unprofessional and Mr. S********* had an attitude when I ask to speak with his boss. He told me to go to the web site and find the board members. Please help me with my situation, Thanks

  Business Response

  Date: 12/09/2022

  Hi **************,

  Unfortunately, tubes, hood struts and diagnostics are excluded from our agreement. We were happy to offer a courtesy and we were happy to cover other repairs for you in the past. Sorry for the inconvenience. 

• Initial Complaint

  Date:11/26/2022

  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 requested a refund from this company multiple times and have been told multiple times to look for a check in the mail. I have never received the refund.

  Business Response

  Date: 11/29/2022

  Please call  Michael at extension *** for a refund through ******.

  Thank You

  Customer Answer

  Date: 11/29/2022

  [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:11/23/2022

  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.

  THIS IS THE ONLY REVIEW YOU NEED TO READ!!!!! You will pay your money and may never see a dime- Most of their reviews that are positive are apparently phony. Read the negative reviews on BBB for a clearer picture of these liars and scammers. They play every game in the book- hang up on you, " check is in the mail", ***** sent to wrong person and on and on. We even got a phony e mail saying it was from **********- ******** doesn't send e mails!!!! We finally got 1/3 of what the repair bill was- took 3 plus weeks of game playing and lies. BEWARE!!!!!!!!!!!!!!!!!

  Business Response

  Date: 11/28/2022

  We attempted to send funds twice prior. I have proof that they're electronic method wasn't set up, but the approved amount was already sent and received by them.

  Thank You

  Business Response

  Date: 12/01/2022

  We approved an OEM part and the shops labor rate for the repair.

  If there are any other fees like diagnostic or fluids, they are not covered in our agreement. 

  Thank You

  Customer Answer

  Date: 12/02/2022

  [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:
  

  Just another game they play!!
  
  Regards,
  
  *************************

• Initial Complaint

  Date:11/23/2022

  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 two auto warranty policies, both top coverage that the company offers. I made 2 claims for one of my vehicles and one was not covered and no denied. The denial was a bunch of nonsense, the description of the part was the same as what the manufacturer describes but since the titling of the item is different it was not covered ($8,000 repair parts plus labor). Seems like Concord Auto Protect purposely has titled specific parts in their service contracts to differ from what the manufacturers title but the parts function at the same capacity, but I digress. I requested a cancellation of both policies and was told I would receive a check for the prorated amount for both policies the following 7-10 days. I have not received the check in the mail, I reached out and was told they could ****** the funds, I provided my email as they requested and was told I would receive the funds within the hour, I called back an hour later I was then told 24 hours, I called back 24 hours later and now being told another 24 hours and a bunch of excuses about management being busy, but I was told there was a processing department so what does a busy manager in service have to do with the processing department? I am allowing the business the final 24 hours they have requested and if I do not receive my funds I will be contacting my bank to charge the transactions back. I don't want to do this but a respectable business shouldn't make me feel like I have to do this.

  Business Response

  Date: 11/28/2022

  This refund was already issued. 

• Initial Complaint

  Date:11/22/2022

  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.

  Very simple. Filed to claims, not covered. That is fine. Decided the policy was to specific and I could take my money and use it with another company. Been trying to collect over $3000 from them for 4 months. They have acknowledged they owe me the money, but will not pay. Many promised, nothing done. Engaging my law firm now. In my opinion, this is a tactic. Known one could be this incompetent. They keep the money and hope people give up. I am NOT giving up. had extended warranties for 20 years, the absolute worst experience. I have over 20 emails going back and forth.

  Business Response

  Date: 11/23/2022

  Hi sir,

  Sorry for the lack of communication. We have issued this refund back to your card the last time we spoke. It might even show up for you there is it takes 3-5 business days from when it was issued.

  Thank You

• Initial Complaint

  Date:11/22/2022

  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 were researching for about 2 months on what extended warranty company to sign up with for our vehicle. We ended up communicating with ****** mostly via text. We spoke to him text and phone calls and he would answer questions and concerns. We finally decided to move forward in ******* July 5,2022. I then have had zero interaction from this company. No policy number, customer care number, nothing in the mail to outline the plan and or details. I did request to **** on Sept. 9, 2022 this lack of information and please to email or send my mail. My husband and I have called at least 6 times through-out August-Sept-Oct for help in submitting a claim, the polict details, as well as a refund and cancellation. We were told this policy can be cancelled anytime for a full refund if unused. August 20, 2022 my check engine light came on and we had the vehicle towed. I was told by **** that we purchased the highest level of coverage and all services would be covered with a 100.00 deductible. ( of course this does not cover maintenance like tires, brakes) Then our dealership submitted the claim and they denied us stating 'not covered'. We were in shock since we researched specifically and were told this was the platinum with full coverage. We requested since a cancellation and no one will respond or reply.

  Business Response

  Date: 11/23/2022

  Hi *********, sorry you are upset.

  We processed your claim but you didn't reach your start mileage and it was a non-covered component. We will be happy to issue a refund right away or try to help you with the repair. 

  If there are any issues, please reach out to ******* at extension ***.

  Thank You

  Customer Answer

  Date: 11/30/2022

  [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:
  The odometer was sent and received via text. We were traveling at time of purchase so when I got home we sent. **** confirmed receipt and photo attached. We were told by **** numerous times that the only items not covered were maintenance like tires, oil changes, etc. we then even added / upgraded to a smaller deductible. We had at least ten calls with questions and many texts to make sure your company was providing the best coverage. 
  We also again, did not have a binder or policy sent to review items and still do not have. 
  You have taken our money to provide a service and all we have asked for is for that service to be completed. We are requesting this vehicle to be repaired immediately. 
  
  Regards,
  
  *********************************
  

  Business Response

  Date: 12/01/2022

  In addition to the start mileage not being met, the parts needed don't fall under our coverage guidelines.

  Thank You

  Customer Answer

  Date: 12/02/2022

  [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 have attached the documentation that was sent to **** on the odometer and he approved it was received. So that is untrue information from Concord. I would like to see documentation that the parts are not covered as I was advise at the time of SALE that all was covered with exception of maintenance ie. tires, oil change.  This company with reading other experiences, is famous for this bait and switch on people like ourselves. This vehicle needs to be fixed. 
  
  Regards,
  
  *********************************
  
  

  Business Response

  Date: 06/02/2023

  Hi *******,

   

  These are the notes from our back end for this customer. If she wants a refund or a courtesy towards the repair, we would be happy to help.

   

  P.S. She signed up literally 2 weeks prior and needed a major repair.

   

  Thank You

   

  not effective yet by mileage, enrollment requirements not met, also head gaskets are not covered items, decline email sent	Claim Denied	********	8/25/2022 1:06pm
  $185.00 an hour...	In Review	*****	8/24/2022 1:21pm
  car was starting hard idling funny and had a check engine light...	New	*****	8/24/2022 1:21pm

  
  

• Initial Complaint

  Date:11/18/2022

  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.

  I took my 2012 ******* ***-coupe in for repair to *** **** auto shop on 10/10/2022.processis for shop to notify Concord with invoice they discuss what's covered and then they give repair shop payment to cover work.On this specified day Concord could not be reached a voice mail was set.Finally I reached out by email and someone responded that the phone systems were undergoing upgrades and I could not be reached.I would have to pay for repairs myself then sub,it invoice for reimbursement.I submitted invoiceto a *******@concordautoprotection.com on 10/14/2022 after speaking with him and him instructing me to submit and stated he will get back to me by end of business. P.s no one got back to me I reached out to **** ****** who signed me up for the warranty and nothing.I have contacted Concord 5 times with the same telling of my story with the same someone will get back to me and 1 month later no one has gotten back to me .Not even to deny the claim or appro

  Business Response

  Date: 11/21/2022

  Hi *******,

  Your claims were approved and paid in full. If you would still like to cancel, they would get deducted and the account prorated but we are happy to help any time. Please call.

  Thank You

  Customer Answer

  Date: 11/22/2022

  [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 have not received any remittance from Concord by text ,phone, and or mail . I have not received any monies or statement showing payment to me as stated in their response.

  Their response also does not show proof how they allegedly paid me or scale as to how I was paid.
  
  Regards,
  
  ******* ****

  Business Response

  Date: 11/22/2022

  Sorry. What is this for? as the last notes we see is for a paid claim from October.

  Thank You

  Customer Answer

  Date: 11/23/2022

  [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:
  
  is this a joke .

  where is my reimbursement for the claim I paid in October 

  
  ******* ****

  Business Response

  Date: 12/01/2022

  Coverage details are as follows: Parts Shipped Directly to repair Facility: 1 OEM GM Right Rear Wheel Hub Bearing Assembly (********): $0.00 1 ** ***** Right Rear ABS Wheel Speed Sensor (********): $0.00 ******* Labor 1.5Hrs(x$160.00): $240.00 (1.0 Hub, 0.5 Sensor) Total approved amount: $240.00

    ******** 10/12/2022 2:02pm

  paid in full.

  ****** 10/21/2022 2:38pm

  It shows that its paid.

  Thank You

  Customer Answer

  Date: 12/02/2022

  [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:
  
  What was paid is not related to my COMPLAINT. My Complaint was for the original attached invoice from *** ****   .What you show as paid was to ******** dealership days later.

  Look at the invoice that I myself paid out of pocket and need to be reimbursed for . This is what's in question .

  I have attached it for the second time .Lets see if it is ignored again.

  frustrated,
  
  ******* ****

  Business Response

  Date: 06/02/2023

  Hi *******,

   

  I am embarrassed about this one. I don’t know why there was such a lack in communication. Our customer service department is easy to reach however, he charged back his policies in full and we didn’t dispute them. He should have his funds since March of this year plus we paid out some small claims for him so I guess we can consider it even.

  Customer Answer

  Date: 06/02/2023

  [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, THOUGH LATE, is satisfactory to me. 
  
  Regards,
  
  ******* ****