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:08/01/2023

  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 their premium warranty pkg for my E300 in 2021which supposedly covers the transmission . I had problems with it and the shop reported to them it needed a Valve Body replacement. After days of not replying back they finally submitted a denial on the repairs. Ive been calling and getting different people each time with the same answers call back and we try to see what we can do, which they offered $250 on a $2,300 bill vsp ****572

  Business Response

  Date: 08/18/2023

  Sorry, unfortunately, we can't approve this repair. Perhaps we can offer a courtesy towards it to help. Please dial ************** at extension *** for assistance with this. Thank You

  Customer Answer

  Date: 08/18/2023

  [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 paid for a premium coverage pkg and didn't receive full coverage as was stated during our conversation to purchase it. I was to believe this was a legitimate warranty company but have unethical practices 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:07/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7-1-2022 I bought the policy end date of July 2026 for my 2012 **** *** for 2300 and filed a claim took over a week to get a response and they were only paying $ 288 for a $1200 dollar repair. I said that wasnt what the seller of the policy told me the coverage would work. So I took car and paid for repairs myself and canceled policy. I have called gotten ****** waited for Check that I have never received and told an express mail check would be sent but that was never processed or mailed. month later and nothing. I have talked to **** ****** and someone named ****** and many other employees. But I get lied too and treated like I’m trying to take their money. I’m owed for prorated fees of $ 1500 and they want pay me. Please I need help.  ***********************.

  Business Response

  Date: 07/31/2023

  She got her refund electronically last week.

  Customer Answer

  Date: 08/01/2023

  [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:07/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They did not refund me after I requested a refund last month.

  Business Response

  Date: 07/19/2023

  Hi ******, we mailed a check to your address in Hawaii. It could still be on the way however, since it has been longer than usual, we will cancel that check and try to work out an alternate refund method to you. ****** will be reaching out to help right away. Thank You

• Initial Complaint

  Date:07/18/2023

  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.

  Being a customer with Concorde is the worse decision of my life. I bought a vehicle in oct of 2022 and I was up to date with pmts. Had a few surgeries and fell behind on car pmts for two pay periods in April. I paid that outstanding balance to Concorde for 869.63 and my car pmts are only $330 bi weekly. The Concorde agent(****** ********) that was assigned to me is never helpful and extremely rude. I then fell behind again due to my apartment flooding and I needed to pay for hotel and ****** expenses for three weeks at the beginning of June. I called and expressed this to ****** and she was very rude about the situation as if she didn’t believe me. I then spoke with her MANAGER, ***** ******** and she told me I could make a pmt of $600 on June 30th. My check was short so I called Concorde to inform them I could pay $450 of the arranged pmt I made with the mgr. I was told by rep that I would need to speak with mgr to go against arranged pmt that is already scheduled. So the rep informs me I will be receiving a call from a mgr regarding my situation. A whole week go by. I finally call back on July 13th to make a pmt of $1086.00 but no answer. Left a voicemail to call back so I can make a pmt. As I wake up on July 14th, my car was repo’d and I called Concorde asking why is this, why was I not given a call back by mgmnt? I was replied with ***** was out of town for the past two weeks and so no one could give you a call to inform you. I feel this is terrible customer info practice. I was not informed that ***** would be gone for two weeks. I was not informed that she was the ONLY MGR I could speak with. Concorde is now asking for the vehicle to be paid in full for $16,293 but the vehicle on my agreement says I only owe $15,383. I don’t feel this company is providing the correct info and screwing the consumer over and not wanting to assist

  Business Response

  Date: 07/19/2023

  This is not our customer, and this is not our company. They must have us confused. 

• Initial Complaint

  Date:07/12/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2021 I bought a premium contract from Concord Auto Protect (CAP) for my 2010 model ********. The policy plainly said the contract allowed a 1 time transfer to a different car. In December of 2022, I sold the ********. On May 6th, 2023 I bought a fully maintained and normally operating *** ** with 91,000 miles as replacement car. I bought it from a private seller. It had a fresh oil change 1,057 miles previous to my purchase. It ran and drove well. I transferred the CAP contract, and CAP applied the rest of my contract through 2026 to the car. The transfer was placed in the Concord Client Database and confirmed as a covered car. Concord recorded that conversation. For full eligibility, Concord required the car be driven a minimum 1,000 miles and 30 days. I met these requirements. I drove 43 days and 2,974 miles, including several long drives. The car must have developed engine problems and began consuming oil during that time. It seized. There were no dashboard warning lights. Engine failure is a known problem for the 2012 ** as recorded by mechanic's blogs and *** social media. Upon failure, I had the car towed from its failure point in Denver, CO to my home in Fort Collins, CO. I reported a claim. I sent the car to my regular ASE certified mechanic. He indicated the engine failed due to lack of oil. He began his communication for repair with CAP. Best assessment is that an unknown mechanical issue of a lubricated part must have arisen causing oil consumption. CAP specifically says in their agreement a powertrain part that is lubricated by oil is covered. My shop observed there were no external leaks. There were no dashboard warnings. I've waited 20 days for permission to initiate repairs. The company is stonewalling. In good faith, I tried to protect myself from through Concord. I paid my fees to them, in good faith, and in full. I expect them to honor their promises. May I have your help?

  Customer Answer

  Date: 07/27/2023

  A business relationship between Concord AutoProtect (CAP) and ******************************* (***) began November 25, 2021 confirmed through consumer payment of $2,261 for a Premium Plan. Web-based marketing communication (****) asserts comprehensive repair of breakdowns for a wide variety of systems incl engines and turbochargers. ***, a retired/disabled fixed income professor bought the policy to manage catastrophic breakdowns & repairs in his retirement, met CAP requirements for performance which were 1,000 miles and 30 days; *** drove more than 3,500 miles in 48 days under CAP coverage, passing all measures for coverage. *** suffered catastrophic engine and turbocharger failure causing the consumption of lubricants and engine seizure, as verified by an ASE mechanic and by physical evidence. Catastrophic failure as is defined as a sudden incident of failure. CAP asserts owner negligence. Service records don't support that claim. CAP relied on past ownership records to make determination and required *** to research & provide records from previous owners. CAP through ****, portrayed 'insurance' coverage for parts and labor as 'collision, comprehensive, and car rental'. *** relied on this information. CAP policy is to provide an agreement only after consumer pays that allows denial of all **** claims. They pay what they want to. This is classic 'BAIT AND SWITCH' that provides license for CAP to deny any claim. Bait and Switch is illegal under Federal Law, & in deceptive trade practice laws in Colorado and Pennsylvana. ***, a retired and disabled person, bought this agreement in good faith as reliance for car repair management based on CAP ****. CAP requires consumers to pursue commercial arbitration, when consumer arbitration would be appropriate. This causes a consumer financial burden for arbitration exceeding >20x of what consumer arbitration fees would cost. The outcome of this should be that CAP and *** negotiate a cash settlement for repair costs.

  Business Response

  Date: 08/08/2023

  We are sorry that your claim cannot be covered by us. It is without a doubt a preexisting issue in the vehicles engine that we will not take any responsibility for, however, you are able to get a refund for the money you paid us. Please advise.

  Thank You

  Customer Answer

  Date: 08/08/2023

  [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:07/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did the Auto Protect with Concord and at first attempt to use it, my claim has been declined. Do to lack of trust, I requested to cancel my policy on June 24th 2023. According to Concord, my refund has been sent in mail and it takes 5-10 business days to receive it. I called multiple and got confusing messages from customer support. One time I was told it will be refunded to my credit card, 2 other times the check has been mailed. Neither of those happened and I am still waiting for my refund that already has been reduced even I didn't use my warranty. They said there is $150 cancellation fee and every month it is getting reduced. None of that is mentioned in the contract and has been explained by sales rep.

  Business Response

  Date: 07/12/2023

  This was refunded back to his card on 7/5. Please confirm and advise. Thank You

• Initial Complaint

  Date:07/09/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While prospecting for new car insurance, I called Concord Auto Protect and spoke with one of their agents. The agent offered a great monthly rate. He asked about my driving record and asked if I had any recent accidents--all the usual questions. As we neared the end our conversation, I told him I'd have to cancel my present car insurance. I asked about ID cards and he said, "As long as you keep the policy in your car, you don't need them." I thought that was odd. At no time during our conversation did he say that Concord was not a comprehensive auto insurer--even when I said I'd have to cancel my present auto insurance coverage. It wasn't until I received a letter from my lien holder that stated my car was uninsured that I realized there was a serious problem. I immediately called Concord and spoke with another agent who informed me that I was misinformed--that they are not a comprehensive auto insurer. I feel Concord Auto Protect misrepresented their services and perpetrated fraud. When I discovered what had transpired, I canceled immediately (4/2023). However, they have continued to charge my account! In addition, I've had to pay a $200 fine to the DMV for a lapse in insurance and I'm now considered a "high-risk" insurer thanks to their scam. I'd like to be reimbursed for the full amount that they stole from me ($467.50)I can send you additional information per your request. Kind regards,*******************

  Business Response

  Date: 07/10/2023

  We do not mention insurance anywhere on our website or mention it in our conversation. Sorry for your confusion. We will refund you right away. 

  Customer Answer

  Date: 07/10/2023

  [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.
  
  Please note: The debit card they were charging to has been cancelled. Please have Concord send me a certified bank check for the full amount of $467.50 to *******************, *************************************Torrington, CT ***********
  
  Regards,
  
  *******************
  
  

  Customer Answer

  Date: 07/20/2023

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

  
  

  I have not yet received a refund from Concord Auto Protect. What is a reasonable amount of time to expect to be reimbursed. The owner did say he’d refund my account right away, however that was 7/10/23. Does Concord have a grace period that I’m not aware of?

  
  Regards,
  
  ***** ****
  

  Customer Answer

  Date: 08/01/2023

  Dear *******,

  That’s it? You can’t pursue them? They agreed to pay and have reneged on that payment. It’s going to cost me more to hire an attorney to go after them!

  This is truly disappointing.

  ***** ****

• Initial Complaint

  Date:06/22/2023

  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.

  6/6/2023 [email protected]  ************************* 2014 *** ****** Claim ID: ******* Warranty The failed Transmission and Torque Converter, I faxed all service records, dealer emailed all requested information. Claims Adjuster kept making false assumptions to deny the claim. He asked for available service records for this vehicle, also submit clear photographs displaying the Front, Rear, Sides, Under Carriage, Engine Bay, Vin Plate, and Odometer reading, and Inspection/Registration Stickers. Finally the adjuster came up with a Technical Service Bulletin (TSB) which they said excludes their agreement.. He sent me this TSB #**-****** as a denial this bulletin does not relate to my vehicle. According to the dealer the problem is coming from the torque converter. All TSB's only relate to a VIN number which does not pertain to my VIN-*****************. My warranty contract is only covering my vehicle not someone else's which falls under that TSB. Concord Auto Protect refused my claim based on false information. I contacted the adjuster on many occasions I ask them to send someone to the dealer for satisfaction of their many requests. All I received was new excuses. I even suggested that they meet me half way with the cost. I got no response.

  Business Response

  Date: 06/23/2023

  We are reviewing the case to see if this is accurate. As per *******, this VIN falls under it. We will reach out to the customer right away.

  Thank You

  Customer Answer

  Date: 06/28/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Concord Auto Protect agreed to contact me to validate the fraud  they are using to deny repairs. They never keep their word and make countless excuses with no real contact person.
  Concord Auto Protect sent me this Technical Service Bulletin ********* as a denial this bulletin does not relate to my vehicle. According to the dealer the problem is coming from the torque converter.  All TSB's only relate to a VIN number which does not pertain to my VIN. Your warranty contract is only covering my vehicle according to my VIN-*****************, not someone else's. Look I will accept if Concord Auto Protect  will agree just to pay half an I will pay the other half and put this case to rest. Why does this have to go to arbitration and the feeling that your company bailed out on my warranty.
  
  Regards,*************************
  

  Business Response

  Date: 06/29/2023

  This is being processed as we speak. You should have detailed E-mails in regard to this claims approval. Thank You

  Customer Answer

  Date: 07/07/2023

  [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 message from the business below is false there has been no contact to/with me from Concord Auto Protect in response to information sent by BBB. They are famous for lying about what they actually will do. There is never a person attached to any communication that will allow a follow-up. I asked to speak to a general manager and was told he was not available. There was never any Technical Service Bulletin on my 2014 *** ******* per my VIN *****************. According to NHTSA, ************** Corporate Office, ****************************************** ***********************************************************************, *********************** ***************************************************************, any such issues are specific to VIN Number. Concord Auto Protect /adjusters are creating a false narrative that is perpetuating fraud and just denying my claim.  Please refer this to their management team. I expect them to pay for my repairs.
  
  Regards,
  
  *************************

  Business Response

  Date: 07/10/2023

  We are not committing fraud or neglecting your claim. The TSB is there and is excluded in our agreement. If it does not fall under your VIN range, we will approve and cover it in full. 

  Thank You

  Customer Answer

  Date: 07/13/2023

  [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 Concord Auto Protect is not being truthful. They indicate they are researching the false information and making contact with me. They never make  contact with me. I have made contact with ***************************** Account Specialist a number of times. He suggests he is working to research the correct information and  would get back to me within the hour. He never calls back so I have to call and speak with other employees who says they will get back just resend all information justifying my claim which I have included.

  From: ************************* <******************>
  To: [email protected] <[email protected]>,********@concordautoprotect.com
  
  Sent: Wednesday, July 12, 2023 at 05:16:10 PM EDT
  Subject: CLAIM NUMBER ******* Safety Issues & Recalls for 2014 *** ******
  
  Concord Auto Protect is denying my claim using TSB ********* which does not refer to my vehicle with VIN *****************. According to NHTSA, ************** Corporate Office, ****************************************** ***********************************************************************, *********************** ***************************************************************, Any information related to my vehicle is based on my VIN number. Their manager/adjusters are not running my VIN number. This case should be resolved based on the given facts. I am asking them to do the right thing and honor my VSP # ****** warranty. I have sent them the dealer 's repair bill of $4970.43 paid in full. I am willing to accept half if we can come to an agreement.
  
  Safety Issues & Recall
  MORE ****
  VIN VEHICLE
  Vehicle Identification Number (VIN)
  
  Every vehicle has a unique VIN. Enter a VIN to learn if a specific vehicle needs to be repaired as part of a recall.
  
  If you need more information on this vehicle?
  NHTSA offers more safety information based on a vehicles year, make and model and VIN.. Check safety ratings, recommended technologies and other safety issues.
  Learn More 
  2014*** ******
  
  VIN: ***************** *********** refreshed on Jul 12,2023
  1 Unrepaired Recalls associated with this VIN
  May 10,2023
  Manufacturer Recall Number**********
  NHTSA Recall Number******
  Recall StatusRecall Incomplete, remedy not yet available
  Summary************** has decided that a defect which relates to motor vehicle safety exists in certain 2014-2017 model year ***** *******, ********* ********, and *** ****** vehicles. In these vehicles, the front-driver airbag inflator may contain a supplier manufacturing defect that may result in inflator rupture during deployment.
  Safety RiskAn in?ator rupture may cause metal fragments to pass through the airbag and into the vehicle interior, which may result in injury or death to vehicle occupants.
  
  Regards,
  
  *************************

  Business Response

  Date: 07/25/2023

  We hate to deny any claim but everywhere we search and everyone we call and ask, acknowledges that this repair falls under the TSB mentioned in the E-mail threads with you. In 2019, you had another repair that fell under a TSB but we were able to approve it as a courtesy for you.  You also had many other claims since then that were covered and paid. We are sorry to inform you that this repair does fall under the TSB it was denied for. Sorry and thank you. 

  Customer Answer

  Date: 07/30/2023

  [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: Complaint: ******** 
   
  I am rejecting this response because representatives of Concord Auto Protect are lying and committing fraud. I called ********************** about my Claim ID: *******, over 10 times, he is in charge of the adjuster department. ******* came up with a ***************** Bulletin (TSB) TSB #**-NA-358 which he said excludes their agreement. He sent me this TSB #**-NA-358 as a denial and told me that my VIN number was under this Service bulletin which is incorrect.  He gave me a dealer he used to confirm this information. The dealer was ********************** in ********* ** Phone:**************. I contacted this dealer and spoke with *****, she ran my VIN ***************** and validated my VIN was not associated with this ***************** Bulletin, she indicated he is using a wrong TSB **-NA-358, which does not relate to my VIN#*****************. This was used as a referenced in their denial. I also checked with National Highway Traffic Safety Administration ( NHTSA); ******************************** Phone:************** ; ****************************************** *********************************************************************** Phone: ************ they also verified that this TSB did not apply to my VIN;  *********************** ***************************************************************, Phone: ************** they also verified that this TSB did not refer to my vehicle. My warranty contract only covers my vehicle, not someone else's that may fall under that TSB. Concord Auto Protect refused my claim based on false information. Concord Auto Protect is commiting fraud trying to use false information to deny my claim.   
  
  Regards,
  
  *************************
  

  Customer Answer

  Date: 08/18/2023

  What good did filtering this complaint to BBB if there was no follow up to the truth that was provided in my responses. Everything that was stated could be verified from the information I provided. Concord Auto Protect

  lied about everything and committed fraud. All information I provided from the dealers and General Motors could be verified. It seemed that no one really checked to see if it was legitimate. What function does BBB represent 

  in cases like this?  Nothing was done and the scandalous company just gets away with duping the customers. The manager at Concord Auto Protect is sadly a crook and BBB did nothing to help or prevent this kind of fraud.

  ****** ******* 

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Concord Auto Protect policy 11/26/2022, for my recently purchased 2008 ******** ***, with 37,011 miles on the odometer. Policy # *******. I made it very clear this is a low mileage car that is 14 years old. Policy cost was $2,000, for a No Deductible 66 month Premium package. According to the policy it was to be effective starting at 38,011 miles. In May, the Fuel Pump ceased working properly. I had my car towed via *** to ******* ****** Auto Repair, **** * ********** **, Tempe, AZ ************, from my home in Sun City. A claim was submitted to Concord Auto Protect claim#*******. Very quickly in less than a day **** *******, Claims Adjuster, declined the claim, citing the Fuel Pump Module was not covered in the policy. The Fuel Pump Module as defined by ******* ******, is the Fuel Pump. After many calls and connecting with **** ******* Sales Manager, he assured me the claim would be reopened. It was reopened by Claims, an inspector was sent to the repair shop many days later. A second denial of the claim occurred stating the condition was pre-existing. I had driven car over 1,200 miles with no issues until it did not run. This is a car that will be driven few miles per year. In 6 months I had driven it over 1,200+ miles. I feel Concord Auto Protect misrepresented their policy coverage. I asked specifically if age was an issue, I was told it was not. The policy is based upon mileage. I feel this and any future issues will result in the same result. Based upon age, all items could be pre-existing. I requested Concord Auto Protect refund the $2,000 I paid for the coverage. My last conversation with Customer Service, I was told they could only refund $1300 after many fees. I would have been satisfied with a refund of $1,800 a reduction of 10%, since only 6 months had passed. The cost of the repair was higher than my refund request. I have another policy with Concord Auto Protect on my other vehicle a 2018 **** ******. No refund was requested.

  Business Response

  Date: 06/21/2023

  We are reaching out to **. *********** to resolve the matter and obtain more of a refund for her. We have been covering for over a year but we will work around the agreement to accommodate the customer.

  Thank You

  Customer Answer

  Date: 06/21/2023

  My coverage started November 26, 2022, only 6 months have elapsed, when I started this refund request in early May 2023. I was contacted this morning by Concord Auto Protect offering less than 70% of what was paid. I am seeking a win-win situation. I am asking them to refund 90% of what I paid for the policy. This is fair considering the short time this policy has been in effect. 

  I was contacted by ***********************, and told tomorrow I will receive my refund. I am hopeful but cautious.

  *********************
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *********************

• Initial Complaint

  Date:06/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About a month ago I reached out to my Auto warranty company (Concord Auto Warranty) for them to repair what I felt is a "under warranty" fix. According to the *** dealership in Davenport,Iowa my TPM module went out in my car (not the TPM tire sensors those I can understand not being covered), but a module which is an electronic reading for the car needed replaced. After numerous attempts by the repair center to get a response the warranty company said they are not covering the problem. I feel that their company mislead me on my contract when it was sold to me they said bumper to bumper which included all electronic repairs and a module is electronic. When I purchased the warranty a few years back at roughly 3,000 that is what I was explained so that is what I would like covered. I just purchased a new (used) vehicle and was considering adding concord to cover that one as well, but if they are.not covering what was explained to me at the time on my old vehicle I do not want to add another one. Please cover and I will consider adding my new purchase for concord as well and I can be told by a more informed salesman what is truly covered, but that is how my current warranty was sold to me. Not to mention a gentleman by the name of Jose at extension #820 said it would be covered when I initially called him to get concord ready for the car to be sent to the repair center.

  Business Response

  Date: 06/13/2023

  Sorry that the repair didn't fall under the coverage guidelines. We sent an E-mail to the shop explaining it. We also pulled up calls to make sure this part wasn't mentioned as covered. If it was the first claim, we would be able to offer a courtesy however, there have been claims in the past and we are still covering this vehicle until 2026. At this point, we can try again to offer a portion of the repair, or we can offer a prorated refund minus what we paid out already. Sorry and thank you. 

  Customer Answer

  Date: 06/13/2023

  [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:
  When I took out the policy I specifically asked them if it covers bumper to bumper with any mechanical and electrical issues. The person who sold me the policy said yes, but it does not include anything that would be considered wear and tear. Now I can assume that the tpm sensors themselves could be a wear and rear item since they are located on the tires themselves, however the module is a electronic brain unit and should be under the electronic part of the car. 
  My other issue was when I first called in to concord with the issue the individual **** at extension 820 also said that it will be covered and to have my repair center call him to give details. Now they are saying its not covered. 
  Its slightly possible your warranty company did not specifically say an item is covered, but also they never said it was not. They did however say electronic devices are covered which that is what a module is. 
  I may not get this item covered by the rights of their wording however more than likely I will not be getting my ***** rc covered by them either that I just purchased a couple weeks ago, but was waiting to see if concord covered this repair first. 
  
  Regards,
  
  *********************
  

  Business Response

  Date: 06/15/2023

  We have on a recorded call that the phrase bumper to bumper was never mentioned or implied. It was mentioned that it is very comprehensive and covers a lot of components, which it does, and we have. But unfortunately, this particular part is excluded. I am sorry.

  Thank You

  Customer Answer

  Date: 06/20/2023

  I have no other choice, but to accept the decision. I would truly like a copy of the taped conversation both of the sale pitch (not contract signing) and the initial conversation with **** when I first called in the repair. I will plead a no contest because this disagreement has no resolution that will go in my favor. If a taped conversation is produced that shows I was in the right they still will say that I agreed upon a lengthy paperwork that shows in one paragraph that its not covered. 
  So I will say no contest as a plea because nothing can or will be done, but I also know what was described. 
  

  [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,
  
  *********************