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:03/31/2023

  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 signed up with Concord Auto Protect in Aug 2022 for $2950 and the policy was supposed to start Mar 1 2023 since I was already protected by my *** warranty. I wasn't sure if I was going to keep the car and asked them about a refund right from the get go and was told that there would be no problem getting my money back. In Jan 2023 I decided to sell the car and called Concord Auto Protect to tell them that I wanted to cancel since I no longer owned the car. I called them no less than 6 times and kept getting the run around about their system. I emailed them 2 times. My **** was finally credited on March 15th 2023 but for $2500. I didn't not get all my money back. I've contacted **** to dispute the additional $450. I don't want to call the company again because they lie and are unrealiable and have horrible business practices. There is no reason for them to the keep $1. I paid them $2950 up front and they had my money without the policy even being in force. I want my $450 back and they should be known for sketchy business practices.

  Business Response

  Date: 03/31/2023

  You were refunded the premium. We will also look into making sure you get any differences refunded as well.

  Thank You

  Customer Answer

  Date: 04/03/2023

  [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:
  

  The company had to check the amount of money that I paid for the premium which was $2950 or why would they refund any funds at all.  They would have seen that I paid $2950 and chose to refund only $2500.  I have no idea why they would not have refunded the entire premium in the first place and therefore do not accept their response.  I will monitor my **** to make sure that the balance of the premium of $450 is refunded.  Until then, I still don't trust them.
  
  Regards,
  
  *************************

  Business Response

  Date: 04/10/2023

  This was refunded. Thank You

• Initial Complaint

  Date:03/30/2023

  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.

  The policy was purchased in October 2022, paid the required deposit, and set up reoccurring payments. I went through the mileage grace period. I took my car to the shop this week and submitted the invoice to Concord for consideration. The shop also sent the estimate to the Concord phone and email provided in the warranty contract. I have called twice, and I still have not heard anything back. When I did call, the rep said they were working on the claim and would have an answer within an hour. I called the next day, and the rep said someone would get back to me in the next two business days. I still have not heard anything back by phone or by email from Concord. I have spent a $199 deposit and 99 per month since October ($700) and this company is scamming me. They have sold a product they have no intention of providing.

  Business Response

  Date: 03/31/2023

  This claim was approved based on the guidelines of our agreement. 

  Coverage details are as follows. 2 OEM *** Left & Right Engine Mounts (22-11-7-935-179 $153.55 each): $261.04 Alldata labor 3.3hrs(x$199.95): $659.84c Deductible: -$100.00 Total approved amount: $820.88

  Thank You

• Initial Complaint

  Date:03/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Vehicle Service Plan (VSP# *******) in December 2021. In July 2022 I traded the vehicle in at a dealership for a new vehicle. At that time I contacted Concord Auto Protect to request a refund on the remaining amount of my service plan. I was told I was entitled to a refund of $1700 and some change. To date I still have not received this refund. I have had several e-mail exchanges and 11 phone calls between myself and Concord Auto requesting this refund. The team is responsive to my calls and e-mail, however they still have not issued payment for the refund. I only request they honor their commitment and refund me the money I am owed.

  Business Response

  Date: 03/29/2023

  Hi, It shows it was but if there was an issue receiving it we will investigate right away and make sure its paid. Can you please reach out to ****** at extension ***?

  Thank You

  Customer Answer

  Date: 03/29/2023

  [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:
  
  Concord Auto Protect corrected the error and I am satisfied with the resolution they provided. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:03/22/2023

  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.

  On or about 3/10/23 I put my 2014 ****** ******* in ***************************** Service Department for a rumbling sound when traveling between 30 and 40 miles per hour. Also an oil change and regular service maintenance. My vehicle was diagnosed with a bad hub and wheel bearing assembly. Concord Auto Protect did not approve repairs until 3/13/23 four days passed before my vehicle approval. On 3/14/23 I picked up my vehicle and the problem still existed. I returned my vehicle to ***************** on 3/15/23 for a test drive by ***********************, Service Manager. It was determined there was transmission failure and another service request was submitted Concord Auto Protect. All service records, pictures of vehicle front, sides, rear, undercarriage, service codes, odometer reading, inspection and registration were requested by Concord Auto Protect and were submitted to Concord in a timely and reasonable time frame. I have contacted Concord's Management daily, ***************************** and *********************** and neither have been able to move forward with my vehicle repairs. My policy was paid in full $1982.00 and has not exceeded mileage nor time limit. It has now been seven days since my vehicle was placed in the shop for repairs and I have only heard that my vehicle will be repaired ASAP and ridiculous request and have not offered me a rental for the inconvenience..

  Business Response

  Date: 03/23/2023

  Sorry for the delay but we asked the shop numerous times for maintenance records. Please understand that claims like this need to be justified especially when there was a similar claim paid the week before with the same symptoms as this one. 

  This should already be resolved by now. 

  Thank You

  Customer Answer

  Date: 04/04/2023

  [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:
  

  Dear Sirs,

  This issue has not been resolved. My vehicle remains at the dealership for repair. To my knowledge Fred Haas has turned over all requested documents to Concord Auto Protect and they still have not authorized repair to my vehicle

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

  Business Response

  Date: 04/04/2023

  Service records are a must for these types of repairs. By now this should be resolved. If there are any issues, please reach out to ****** at extension ***. Thank You

  Customer Answer

  Date: 04/06/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Receipt of all documents requested have been verified by **** ******* and every manager within Cord Auto Protect. This information can be verified by **** **** ****** at ************. Please ask to speak with ******* ****** or *** ******. They will be more than happy to speak with you  concerning this matter.  
  
  Regards,
  
  ****** ******
  

  Business Response

  Date: 04/09/2023

  This claim was approved as per the the guidelines of our agreement. Thank you 

  Customer Answer

  Date: 04/10/2023

  [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: Although they have approved my claim no authorization has been given to the repair shop. I contacted Concord at 12:45 this afternoon and was told my claim was approved. I have contacted the repair shop twice since my phone call to Concord and still no approval.
  
  Regards,
  
  ****** ******  
  

  Business Response

  Date: 04/11/2023

  We have to stick to our agreement on this one. IF they are not happy we can refund them. Thank You

  Customer Answer

  Date: 04/11/2023

  [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 has agreed to replace my transmission with junk yard parts. This will not resolve the issue with my transmission but only set back the issue to a later date and we will be going through the same thing again. **** **** has submitted 2 revised cost to you for your review.  One with a junk transmission and another with a remanufactured transmission from ******. You should have received the invoices. Also you have suggested that I pay some of the cost other than the contracted amount of $100.00. It has been almost 1 month since my vehicle has been in the shop with no resolve from you. Also you were to pay for a rental car for 4 days at $50.00 per day. You are violating the contract it should never take this long to resolve this matter.
  
  Regards,
  
  ****** ******
  

  Customer Answer

  Date: 04/18/2023

  Thank you for time spent meditating the above BBB Complaint. Although this complaint was not resolved amicably it has taken too long for Concord Auto Protect to make a decision that is favorable to me in the determination of my vehicle. Concord Auto Protect had no intention of repairing my vehicle. They have asked for a ridiculous amount of maintenance records which was released to them in a timely manner. They have required photos of the front, rear, sides, underneath and under the hood. Concord had their own private insurance investigator to evaluate my vehicle and has determined to repair my vehicle with a junk yard transmission in place of a certified Toyota remanufactured transmission. **** **** has submitted to them 2 estimates, one revised estimate for a remanufactured transmission which is $500.00 cheaper than the original proposal. On the junk yard transmission Concord wants me to pay part of the labor cost which will exceed the contracted $100.00 deductible. If I accept this proposal we will be in the same situation further down the road. Concord does not want to pay to repair my transmission now. How are they going to want to pay $3600.00 for another transmission failure? To repair my vehicle to manufactured condition with a certified remanufactured transmission will cost $4200.00.

  
  

  If it is in the authority of the BBB I would like for you to request Concord Auto Protect to repair my vehicle to the manufactured condition. If possible would you direct me to the entities that may be required to resolve this matter. 

• Initial Complaint

  Date:03/21/2023

  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.

  So I purchased a extended warranty plan on my **** ****** * in Dec 2022. I paid in full for the plan and was told the coverage would start in 30days. So on 3-13-23 I took my car in 2 the mini dealer they stated that the car needed a engine because of a broken cam. It took compass a week 2 go look at the car and then my claim was denied because they said i didn't meet the 30/ day 1000mi waiting period. I explained 2 them that my sales agent never told me about a milage quota that needed 2 meet and that I have that information in writing from text messages from my sales agent. I specifically asked that question because different warranty companies have different requirements, I was told only 30days. Also they never mailed me out a written warranty disclosure. I've had 2 call and chase them for answers and they always tell me they have emailed me but I've checked my email and spam folder multiple time with no emails from the company. I was as shocked as they probably was 2 find out the extent of repairs needed on my car with such low milage 31k. But I feel as though this company is not reputable and is misleading there customers and leaving them stranded when they most need them. There are pictures and a link from the dealer stating there findings

  Business Response

  Date: 04/09/2023

  Sorry for the inconvenience but repairs that are determined to be pre existing are excluded from coverage, however, you are entitled to a refund if you choose. Please reach out to ****** at extension ***. Sorry and thank you.

• Initial Complaint

  Date:03/18/2023

  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.

  Vehicle Warranty Contract Vsp# ******. Effective date:3/15/2021- 9/15/2026 Amount:2150.00. Reason for compaint: Cancellationof Contract. 1st contact: 2/24/2023- Rep. said to go to website and file a request. Sent Email same day- no reply. 2nd contact: 3/1/23 Sent 2nd Email- no reply. 3rd contact: 3/7/23- Rep. said she'll put a rush on it and I'll recieve a call within 24-48 hrs.-no reply. 4th contact: 3/18/23: Rep. said he'll fwd the message and I'll get a call on Monday- I highly doubt it. I have not filed any claims for service or repair with this company. I'm selling my vehicle and would like to terminate my contract. I have read section 10 of the contract "Cancellation" and understand the pro-rated partial reimbursement. I feel like I'm getting the runaround from this company as I get no response from them. They worked so hard to get me to buy this from them and shell out the full amount. Why does it have to be so hard to get a reimbursement. Come on Concord, follow good business practices.

  Business Response

  Date: 03/21/2023

  Please contact ****** at extension *** to resolve this matter right away.

  Thank You

  Customer Answer

  Date: 06/20/2023

  [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:
  

  Hi *******,  wanted to inform you that Concord did not send me the check for 1184.00 which Harvey said would be arriving in 7 to 10 business days. That conversation was on 4/3/2023. It is now 6/19/2023 and I have yet to receive my reimbursement check. Tried contacting them again and getting the same runaround like I did before. Is there anyway you can help me in this matter?
  
  Regards,
  
  ****** ***** 

  Business Response

  Date: 06/20/2023

  This was refunded electronically as there was an issue with the check we sent. Please confirm. Thank You

  Customer Answer

  Date: 06/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  

• Initial Complaint

  Date:03/18/2023

  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 bought 2 separate Extended Auto Warranties from CONCORD AUTO PROTECT back in 2020 . Both policy's were good for 3 1/2 years or 65,000 miles . I'm within those guide lines . My transmission started to shift weird and shutter after i left a stop light on my way to work on FEB 28 , never had a issues before then . called warranty place , told them what happened , was told to take to dealer or any ASE shop . Took to transmission shop , told them everything , they called CONCORD , did everything they asked for ...... 5 days later after both of us made SEVERAL calls each they DENIED my claim because they say my truck has a "TSB" ( Technical Service Bulletin ) on it for a transmission shutter . The man that owns the shop told them that the TSB they are referring too had nothing to do with why my transmission went bad and that they were using that as a way not to pay for my truck .. they refused to talk to me anymore after that , but after me calling a few more times , they said they would give me $250 for repairs .

  Business Response

  Date: 03/21/2023

  Hi ******, sorry but repairs that fall under TSBs are excluded for coverage in our agreement and it is pretty standard throughout the industry however, we offered you a substantial courtesy and we are willing to help more. Please reach out to ****** at extension ***.

   

  Thank You

  Customer Answer

  Date: 03/21/2023

  [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:

  
  

  Regards,

  
  

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

  I a rem 

  
  

  I m 

  
  

   I  

  I am rejecting this because I'm not getting a service I paid for and anyone can start a business and add those stupid TSB stipulations to it !! You sell people policies knowing that a vast majority of them have TSB's on them without telling them upfront that you will not cover the costs of repairs . That's a Scam  .  All I'm asking for is the cost of my repair I was promised when I bought the " no hassle , no questions asked " warranty  !

• Initial Complaint

  Date:03/15/2023

  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 an extended warranty with concord in October of last year. I made all payments on time including my deposit. When my vehicle broke down, I attempted to make a claim with concord multiple times. They kept promising callbacks and never did, had no record of my claim even being processed. The auto repair facility had no luck contacting them either. I had to purchase another vehicle just to get to work as it was taking way too long with no response and ultimately had to give up and surrender the vehicle to the finance company. Concord sold me a contract that they did not live up to on their end and forced me to undergo a vehicle repossession. I wish to permanently cancel my contract and request a full refund of what I have paid to date including my deposit.

  Business Response

  Date: 03/16/2023

  This is the first-time hearing that you want to cancel We will refund a portion of what you paid and cancelled the payment subscription.

  Thank You

  Customer Answer

  Date: 03/16/2023

  [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:03/14/2023

  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.

  Purchased protection contract a year ago on my specialty auto to cover mechanical repairs. A month ago I discovered suspension needed repairs. During work also found an oil leak that damaged a cam sensor that also needed repairing. Concorde has declined adequate reimbursement that is covered under contract and has only paid less than 10% of the bill done by authorized shop. Complaint also includes the company refusing to further communicate or negotiate with the repair company (****** ******** Auto Repair, Spring Hill, Florida) or answer any of my attempts to contact. I tried to contact the sales representative directly and no response. No one answers the company phone number (************). I am less than halfway through my contract period and this is my first claim. As a secondary complaint the company sold me the contract stating that I could use my local dealer for repairs that the agent indicated was verified before purchase. That representation is entirely false and the repair shop that accepted the contract work is far away, much too far to make the repair contract useful in the future. I am seeking full coverage for the repairs to complete the repairs. Documents have already been directly submitted to Concorde Auto Protect for the repair bills from the shop.

  Business Response

  Date: 03/15/2023

  Sorry for the inconvenience. The mounts were excluded on your claims being that the coverage is only effective approximately 500 miles. We were happy to cover the portion which was not questionable. 

  Thank You 

  Customer Answer

  Date: 03/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  my coverage is not “limited” to 500 miles but was an extended coverage for an additional 40,000 miles.  The mounts/other repairs are fully covered per my contract.  
  Please cover the repairs per the fully paid contract.
  
  Regards,
  
  *** ******  
  

  Business Response

  Date: 03/21/2023

  Sorry for your inconvenience but we have to stick to the guidelines in our agreement, however, we were happy to approve and pay for the many other claims you had throughout your coverage with us. Thank You

  Customer Answer

  Date: 03/24/2023

  [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: I have had no other needed coverage requests except this one, having bought coverage almost a year ago.  This is my first repair coverage claim.  You need to cover the repairs in this claim or refund my Concorde purchase.  
  
  Regards,
  
  *** ******
  
  This is the first claim made on my coverage.

  **

• Initial Complaint

  Date:03/01/2023

  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.

  I've requested to cancel this vehicle service program. Section 10 of ConcordAutoProtect's "Vehicle Service Programs Terms of Agreement" clearly states my right to cancel this at 'any' time. I've made two requests to them to cancel this. However, I've never received any response from them to date. Per their section 10, I am owed a "pro-rated" amount-based refund. I would like to cancel this program and get a pro-rated refund.

  Business Response

  Date: 03/02/2023

  Sorry for the delay or miscommunication. We are having someone reach out to assist right away.

  Thank You