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:09/28/2022

  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.

  Concord auto protect has shafted me twice claiming TSB on a vehicle to the amount of around 5500.00 dollars. Drag a claim out for 10 days or more then deny it I have all the paperwork and emails printed off to prove it

  Business Response

  Date: 09/30/2022

  Hi ****, 

  It wasn't dragged out. We needed to know the exact cause of the problem to then confirm it fell under a TSB which is excluded from our agreement. It took you the time to get the information to us. Unfortunately, it did. 

  Please reach out to ******* so that we can either offer you a courtesy towards the repair or a refund. 

  Thank You

  Customer Answer

  Date: 09/30/2022

  [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:
  I’m rejecting this claim because everything they said in that note was basically a lie I’m the one that was having it dragged out up on me I tried repeatedly to call and get in touch with the claims manager they said that no ones available right now will take a message and have him get back to you but that never happened every way I tried to cooperate with them they would call or send a message or something another email wanting more pictures of this and that just dragging on and on and on and finally came to the point where they said the a word not going to cover the claim so in my opinion there a crooked company out to be as many people as possible thank you and have a good day
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:09/26/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Did not honor contract. I had to pay out of pocket.

  Business Response

  Date: 09/27/2022

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

  We approved the parts and labor for your repair which is what we are liable for. We are not able to do anything beyond that which is in our agreement, however, you are able to cancel and get a refund. 

  Thank You

  Customer Answer

  Date: 10/07/2022

  [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 as long as I receive the compensation of $3,233.
  
  Regards,
  
  ***********************
  

  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:
  

  I have yet to receive what I feel is fair. See attached.
  
  Regards,
  ****** *****

  Business Response

  Date: 11/23/2022

  There must be a logistics issue. We will resolve it. Can you call ******* 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:  I want full reimbursement.
  
  Regards,
  
  ****** *****  
  

  Business Response

  Date: 12/09/2022

  We will submit the request. Thank You

  Customer Answer

  Date: 01/04/2023

  [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 a premium warranty, and despite them saying they would reach out to me or look into the situation, I have yet to hear anything about my money. I'm getting tired of it.

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

  Business Response

  Date: 01/04/2023

  It was supposed to be paid to the shop like all the other prior claims. We will have this handled for you if you paid it yourself. Please email ********@concordautoprotect.com with your paid invoice and it will be reimbursed. Thank You

  Customer Answer

  Date: 01/26/2023

  [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:
  

  Attached please find my out of pocket receipts.  I have not been reimbursed for any monies that I paid.  Please reimburse me ASAP.  Thank you. I was not supposed to come out of pocket with the warranty.  I have come out of pocket $3,233.  The warranty states that I do not have to come out of of pocket at all.  Therefore, I should be reimbursed $3,233. Thank you.
  
  Regards,
  
  ****** *****

  Business Response

  Date: 01/26/2023

  Ok, we can refund you the difference of what you paid, minus what we paid out. More than that, we cannot do. Sorry and thank you

  Customer Answer

  Date: 02/05/2023

  I will accept the offer of $3,233 minus the money that you have put out.
  
  ****** *****
  
  

  Customer Answer

  Date: 02/24/2023

  [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:
  

  The business agreed to send me my money, and I have yet to hear anything from them since.
  
  Regards,
  
  ****** *****

  Business Response

  Date: 06/02/2023

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

   

  This was approved in full for the customer along with many other claims before this. They were recommending replacing another part but it wasn’t malfunctioned. In our agreement, we only repair what’s malfunctioned.

   

  Coverage details are as follows: 1 OEM ******** Right Side Intake Camshaft Assembly (*********) List: $372.00 12 OEM ******** Right Side Valve Lifters (********* List: $8.05 each): $96.60 12 OEM ******** Right Side Rocker Arms (********* List: $12.80 each): $153.60 ******* Labor – 4.3hrs(x$160.00): $688.00 Total approved amount: $1,310.20

   

  Thank you

• Initial Complaint

  Date:09/20/2022

  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 policy from the company. Now, I am having difficulty getting them to process a claim. I've been engaged with the business for more than 3 weeks now with the business to process a claim for covered repair in accordance with the policy. They don't return my calls or emails. The only response I get is to say they have requested additional information. To my knowledge, the service provider has provided them all requested information. It seems to me they are trying to slow roll me to point of frustration where I give up on my claim. Please help.

  Business Response

  Date: 09/21/2022

  Sorry for the delay but your claim is being processed. Sometimes, when the claim is substantial and there haven't been many miles driven, it requires a little more attention however, your claim is being processed. Please reach out to ******* at ext *** for more details. Thank You.

  Customer Answer

  Date: 09/30/2022

  [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: Concord refuses to pay the service provider for services performed as indicated in the approval notices attached.  Repairs have been completed but again, Concord is "slow rolling" me with honoring their warranty agreement.  My vehicle is being held hostage as a result of their horrible business practices.  It has taken almost a month to get my vehicle repaired.  Mostly due to Concord slow rolling the process.  Additionally, warranty covers rental car while my vehicle is being repaired.  They only want to reimburse me for two days of rental even though they are the reason for my vehicle not being returned to me in a timely manner.  VERY UNACCAPTABLE BUSINESS PRACTICES!!
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:09/11/2022

  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 had purchased extended coverage for 2 vehicles that we owned. I recently traded in one of the vehicles for a brand new vehicle and canceled the policy on the vehicle. Originally I was told that it would take 7 to 10 days to receive my refund check. After 2 weeks, I made another call to the company and was transferred to the Billing Department. They told me it would take 3 to 5 weeks before I would see any refund. I told them that was crazy to wait that long. I stated to them that when I needed the coverage that I had to pay right then and there for it. But the refund takes 3 to 5 weeks. I said what company in good standing does that. this policy was terminated on August 10, 2022 and I still waiting for my refund of over $794.00.

  Business Response

  Date: 09/12/2022

  Hi,

  This was refunded, sorry for the delays. perhaps a logistics error. Thank You

  Customer Answer

  Date: 09/13/2022

  [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:09/04/2022

  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 originally signed with this company in dec 2021 for a product to begin on jan 1 2022. When i signed, i was never informed that i had to drive so many miles before a claim. i was only informed of a 30 days wait period before can file a claim. i took vehicle to shop and was told no cover,had to take vehicle out of shop as my other one had to go in shop and needed way to work. when i took vehicle back to shop for actual repairs called this company again still told me no cover(mind you i was at milage needed now). Argued multiple times with a Michael that is supposed to be management at ext 801 about this and he stated that they would only cover 350$ of the work once paid. i had the auto repair shop send in the receipt of payment and(8/9/2022) Micheal stated that i would receive my check directly in 5-7 days. I have called repeatedly since the ten days of no check and now am getting the run around that he is never available and do not appreciated being lied to after spending almost 3000$ for a policy and then spending almost 2000$ for repairs that should have been totally covered minus 100 deductible. This is no way to do business with a new customer when could cancel policy for partial refund! would think that one would like to keep business. 8/25 spoke to micheal about no check and he said call back tomorrow.8/30 called requesting another manager since Michael is now never available when i call and Blessing is her name tells me she has forwarded this info to escalation. I made 2 calls in between those dates and spoke to random peoplpe that said they were going to forward the message to Michael as well. It has been a solid month of phone calls and no check.

  Business Response

  Date: 09/06/2022

  We sent a check. If she didn't receive it, perhaps we can send it electronically right away?

  Please advise, thank you.

  Customer Answer

  Date: 09/07/2022

  [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 asked the monies to be credited to my credit card that they have on file for my payments to them multiple times and i have not seen this happen yet.
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:09/02/2022

  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 agreement in October if last year and did not receive a copy of said agreement. Having forgotten about it until this week, I realized that I never received a copy and have been trying to get another copy sent to me this whole week. Each attempt, I'm given excuses ("The person you need to speak to is unavailable but I will give them the message" or "I will get this emailed to you immediately"), but no agreement. I am becoming very concerned that I may have been scammed. After reading some of the comments, there seems to be a real possibility that if I needed actual service for my vehicle that I'd be left covering the cost myself.

  Business Response

  Date: 09/22/2022

  We mailed it there twice. We will mail it again and e-mail you the copy and the log in.

  Thank You

• Initial Complaint

  Date:08/15/2022

  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.

  This issue with Concord started from the beginning of purchase which was back around February of 2011. At the time of sale I was informed that Concord would repair my vehicle within a reasonable timeframe as well as it was never established with the contract sent to me nor told to me over the phone at sale that they could choose to use used/refurbished parts on my car. On July 11th 2022 I started a claim and had my mechanic look over the car he put in a diagnosis (which turned out to be needing to replace a transfer case on my 2014 *******) to Concord which they replied they needed pictures and other things (I figured as much so I had most of those things ready). Then the "car adjuster" said he needed more pictures from my mechanic and myself. We provided them that and they finally ok'd the claim which after my mechanic sent them the prices of a new replacement they then said "well its our choice if we want to place new or used in your vehicle"-Even though I did not agree with this at the contract nor with them they said its the only way they will cover it. So then my mechanic ordered a used one. When the used transfer case came in they responded it was to much and they want one 1,000 dollars less. I called and told them they need to order it and send one to my mechanic ASAP. I just called today now over a month later dealing with this and they now are not sure where the tracking is and said it should be there tonight or tomorrow. I have been using my sons car and he now has to return back to school. I want my transfer case put in my car NOW. I have been without my car for over a month and could be not only charging them *** repair center fees (and we all know *** repair centers do not put used items in their vehicles), but loaner car fees, and just overall inconvenience of my time and figuring out how I can get back and forth on things they are dragging their feet on over. Since my mechanic had a transfer case in over a week ago. I want fixed and reimbursed

  Business Response

  Date: 08/16/2022

  Sorry you are upset but there were logistics issues in this case. The claim was processed and more than $2000.00 was approved in full. It will be completed any day and we will make up for any inconvenience you experienced. 

  Business Response

  Date: 10/11/2022

  We are sorry you are unhappy with the service. We worked tirelessly to get it approved and paid for you even beyond our agreement. Sorry and Thank You

  Customer Answer

  Date: 10/12/2022

  [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 see that Concord has declined any further resolution on this claim so the best route will be to move on.  I will say a satisfaction has not been completed nor does it sound like will be.  I do feel Concord needs to be way more transparent in their contracts.  Nowhere in the contract (that I read) does that the contract say it will be the decision of the warranty company that "they" can decide for the owner if a new, refurbished, used part can be placed in the vehicle that is having issues, nor have I read that Concord is tax exempt and the customer is the party liable for repair taxes.

  Plus, the whole time I was waiting for their back-and-forth decisions I was saving them even more money using an extra family vehicle when I could have charged them even more money with a loaner car.

  In the end we will both live out our obligation of the contract arrangements and then move on, but to say that I am satisfied with the end result is not the case.  I am a very black and white hard copy customer, and they snuck in numerous gray material reasons why they were not covering the warranty with the topmost customer focus in mind, which in my eyes would of been with a new part (not used), then cover the used part that my mechanic ordered and trusted (instead of waiting for them to order a part from another state because it was even cheaper for them to cover), and finally paying the taxes of the repair (which I have had numerous warranties on other cars and have never had to pay taxes on a repair).

  Concord has not been the rudest company I have ever had to deal with, but their sales techniques and customer service have been very questionable at best.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:07/28/2022

  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 my "Premier" contract from Concord on November 20, 2020. (My policy number is ******.) I paid for the policy in full at that time. On July 27, 2022, my wife opened the drivers window to let hot air out. When she tried to close the window, she heard a slight noise, but thee window never closed. Took car to the dealer and they diagnosed the problem and an adjuster came in the examine the repair work. He filed his report an Concord denied the claim. I called Concord and was told that it didn't meet their repair criteria. I asked the person handling the call, if he new what the cosat of this repair would be. He said no, so I told him this one repair would cost $751, which was almost half of what I paid for the policy. They didn't even offer to split the bill with me. This is my first claim on this policy in almost 2 years, so Concord still has ALL of the money.

  Business Response

  Date: 07/29/2022

  Hi ***,

  The repairs you needed didn't fall under the coverage guidelines but if you call Michael at extension ***, perhaps we can get you some assistance on this. If we aren't able to accommodate you, we will refund you.

  Thank You

• Initial Complaint

  Date:07/20/2022

  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 have an Auto Warranty with ConcordAuto Protect that I ahve been trying to cancel becasue i know longer have the vehicle. I have called previously and spoke with a third party answering service who has takin my information and told me that someone from Concord will contact me. Know one has contacted me from Concord and when I tryed to call the number with my phone there was an error message recived when I called with my wifes phone the call went through and I recieved the same thrid party responses. Therefore I beleive there may be a fraudualant issue associated with thsi company. MY VSP/ policy# is ******* I want a refund for the time not being covered under this policy becasue I know longer own it , i traded it in for new truck.

  Business Response

  Date: 07/21/2022

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

  It looks like they tried to reach you. If you can call back and ask for Michael between 9am and 7pm eastern will be resolved right away.

  Thank You

  Customer Answer

  Date: 07/21/2022

  [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:07/19/2022

  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.

  One June 20th 2022 I contacted Concord Auto Warranty to let them know that I was having some issues with my vehicle. They advised that I could take it to the shop and for the shop to call them and let them know what the issues were before they did any repairs. I took my vehicle to the shop on June 30th 2022. Found out that several parts are what was causing the new issues with my alignment and the drive feeling of the vehicle. It took them about 10 days to tell the dealership that they weren't covering any of the issues due to the chance that they were pre-existing. I called and spoke with my sales rep (Marc) who sold me the warranty and complained that their company knowingly and willingly warrantied my car with 115K miles on it so of course some issues could be due to age of the car but I had no clue of these issues when we purchased the vehicle nor did we have any issues until the end of June with the vehicle. Marc sent me to his manager Michael and I explained the same thing to him and that these parts should be covered. I also explained that I was disappointed in the fact that they are using the words "pre-existing" to deny my claim. He assured me that he would get this covered in full. I called him several times since then and he keeps telling me he will get it covered and get back to me but I have to keep calling him. Today 6/19/2022 the dealership calls me and tells me that they will cover part of the claim and labor but wont use GM parts. They would have to ship the dealership aftermarket parts. They wont cover all parts and this dealership won't install aftermarket parts because they are a GM dealership. This is completely unaccaptable. I advised Mike that if it wasn't resolved and covered in full today that I would be filing this complaint for a full refund of the $2400 that we paid for this warranty in April/May of this year. There is no way that I will deal with a company that does not honor their word for the next 4 years of coverage.

  Business Response

  Date: 07/20/2022

  It was pre existing but we got it approved for you anyway. 

  Thank You

  Customer Answer

  Date: 07/21/2022

  [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:  They only partially approved this claim.  The dealership does not use aftermarket parts.  We want the warranty cancelled and our full $2400 refunded as we just purchased this in May.  We paid $2000 and then an additional $400 because we didnt not take delivery on the initial car that we thought we were purchasing so the extra $400 was the different in the cost for the vehicle that we ended up purchasing.  We will not be doing business with this company any longer.  We will not jump through hoops for every claim that we could potentially have over the next 4 years.  The car is not at the service shop now and we will not proceed with the repair under this warranty. Please get this refund issued promptly as we have also notified our credit card company of this dispute.  

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

  Business Response

  Date: 08/04/2022

  Please call Michael in customer service and they will process your request.

  Thank You