Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/23/2023

  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.

  cancelled car warranty membership 3 days after enrollment on 11/18/22. had to follow up via email to ensure membership was cancelled, received an email confirming refund in 3 - 5 business days on 11/23/22. On 11/22/22, was charged 650.00, then on 12/18 another 650.00. I called and was only refunded 1 amount of 650.00. emailed the customer service rep multiple times with not response on 12/30 and 1/3. currently taking up the issue with my credit card company; however they are extremely slow. by now the issue should have been resolved especially since i had direct contact with the vendor as in the attached.

  Business Response

  Date: 01/24/2023

  It was resolved and we apologize for any issues. If the credit card company is recalling it then they should also receive those funds unless they were already refunded which it looks like it was.

• Initial Complaint

  Date:01/22/2023

  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.

  Please see the supporting document with all the details. Concord Auto Protect has made no attempt to resolve issue and when I asked for a refund, agent hung up and removed my access to the website.

  Business Response

  Date: 01/23/2023

  Refund was issued a few days ago. If there is any issue, please call ******* at extension ***.

  Thank You

  Customer Answer

  Date: 01/23/2023

  [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 received no communication from Concord Auto Protect - either by email or phone. The amount of the refund is $3713 (full refund) based upon the evidence presented in
  my complaint. They have never paid a penny on either of our policies. I have checked my credit cards and there have been no refunds. There are many postings in ***** ***** that this company promises a refund but does not send it. As soon as I receive this payment, I will accept the response. 
  
  Regards,
  
  *************************

  Business Response

  Date: 01/23/2023

  Please give it another business day or so to start showing up. Thank You

• Initial Complaint

  Date:01/21/2023

  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.

  I purchased a premium extended warranty from Concord Auto Protect in 2019. I opened a claim on Dec 16th 2022, for my iconic **** ********, the *** They asked for the last 3 months of service records, which I provided (excluding a lightbulb change and replacement soft top, since they weren't relevant to the claim). These records show a oil change was completed 1500 miles ago. The mechanic confirmed it was clean and full. I use ******* **** High Mileage 5w30, which exceeds the MS requirements for my vehicle and is good for up to 10k miles, yet I changed it early. The oil change before that was approx 4500 miles prior to that one as well. Even though this time frame wasn’t in the scope of their service records request, I voluntarily shared almost 95% of the available records on ****** dating back about a year, which also show the vehicle was seen by a mechanic, even just for a visual inspection and fluid check in between servicing every few thousand miles, in addition to the manufacturer service schedule and recommendations. Since this model is discontinued and almost an antique, I wanted to show them how much I cared for it. The technician inspected the vehicle and said it needed a new motor and there were no signs of neglect. When I received a reply from Concord Auto Protect on Jan 4th, they denied the claim and said I had gone 14k miles without an oil change, and that the vehicle was neglected and modified with no evidence to support it. I also informed them that vehicle is not modified and asked what they were referring to. I told them it doesn’t tow or go off road, etc. It’s now been 17 days since they said that, and I have yet to hear back from them. Every time I call they say “tomorrow” or “the end of the day.” Multiple phone calls and 4 additional emails later, they still haven’t replied. They are fabricating information to deny my claim, when I have evidence otherwise. This company ignores and scams their customers even if you exceed the claim requirements 

  Business Response

  Date: 01/23/2023

  service records as well as *** *** shows gaps in oil changes, **** requires an oil change every 6,000 miles. gaps on records some are 11,000 and there is even a 14,000 mile gap. also inspection report shows modifications, over sized wheels causes abnormal stress on the Powertrain components. It may not be a direct cause however, with not maintaining the vehicle as well modifying or customizing the vehicle causes abnormal stress on the Powertrain components. decline email sent

  Customer Answer

  Date: 01/23/2023

  [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:
  Let's start with what I've already provided evidence for. I will embolden the areas which you continuously fail to acknowledge.

  You asked for 3 months of records. I HAVEN'T DRIVEN THIS VEHICLE 11k OR 14k MILES in three months. See service record on ****** 12/01/2021 117,852 miles which show an oil change was completed. (Please note that it took one full year to go 11k miles. I have also provided all the oil changes and oil related services in the attached spreadsheet. 14k miles ago was approx 7/19/2021, A YEAR AND A HALF.

  Service records and ****** reports provided were consolidated onto a spreadsheet for you (REATTACHED), and indicate the vehicle has not gone more than 4737 miles without an oil change and service SINCE 2019.

  Show me where, WHICH DATES, I have gone this long. THE DOCUMENTS I PROVIDED AND PUBLIC RECORDS SHOW OTHERWISE, and I have shown proof beginning from the day our contract was signed in 2019, even though you only asked for 3 months of records. If you are referring to a date before our agreement began, well that means my vehicle never qualified for the warranty in the first place, and you fraudulently took my money knowing that.

  Regarding the modifications, these are not over sized tires. As I've stated before, THIS VEHICLE IS NOT MODIFIED, IT'S NOT USED FOR OFF ROADING AND THERE IS NO LIFT which confirms THESE ARE NOT OVER SIZED TIRES. Although I did replace a flat tire on 12/25/2019, I replaced it with the same sized wheel (15") on 1/08/2020. SERVICE RECORD ATTACHED. I also attached photos of the vehicle parked next to a compact vehicle, where you can visually tell the vehicle isn't lifted, as well as a tire overlay from the old and new tire. The only difference is the fresh tread ******** ******** Tire vs a bald tire. You chose to warranty my Wrangler ** the same unmodified condition it is in now, so this is a fraudulent excuse to not cover me. 

  Please provide the "third party" inspectors' findings, as I've requested multiple times. 

  With all this being said, there are only two options. Agree that my evidence proves your findings/opinions to be incorrect, and approve my claim for a motor repair, or admit my vehicle (or any **** ********) can't ever qualify for your warranty program to begin with, and issue me a full refund. 

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

  Business Response

  Date: 01/23/2023

  We cannot do more than what was already approved. We can refund if they would like.

  Thank You

  Customer Answer

  Date: 01/25/2023

  [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 preferred resolution is a repair, as I bought your most expensive plan available at the time for this very reason, and abided by and/or exceeded all manufacturer's maintenance schedules. I have all of my service records showing your claim that I "went 14k miles without an oil change" is absolutely fraudulent, and an irresponsible excuse to deny my claim. If we go to arbitration over this, I will show them that you are using dates of when someone else owned the vehicle and/or before our contract even began, and you will look very, very bad.

  The only answer I will accept is a repair for a replacement motor.

  Or, you can agree in writing that you honestly believe my 15" wheels are considered an "over-sized" tire, (******** ******** wheels on a **** ********, the smallest wheel size possible, with no lift, and not a single aftermarket part on it), and that you believe this is the reason I lost compression in the engine?? And/or you believe that my vehicle never qualified to be warrantied to begin with due to 15" wheels being replaced on a 17 year old vehicle, which is not listed on the contract, AND even though you agreed to warranty it in this exact same condition, with the same sized wheels. If this is the case then I'll take a full refund for my warranty, 100%. If not, you must honor our contract and repair the engine for my ********.

  If you disagree with both of the above, then I will see you in arbitration for defrauding your customers. I won't accept any other offers. 

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

  Business Response

  Date: 01/27/2023

  Please provide evidence or a record of the service in question, and we will reopen this claim. If the repair in question can be caused by a lack of maintenance, we reserve the right to request proof of the service or deny the claim. Thank you 

  Customer Answer

  Date: 01/30/2023

  [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:
  

  Hello *******,

  I am unable to reply to the latest response from the business (Concord Auto Protect) that I made a complaint about. Have we reached a response limit or something?

  
  

  There is no “service in question.” That is the same “kick the can” response they’ve been doing for six weeks now. 

  
  

  They asked for a 3 month history of service records (all their calls are recorded). I believe the rep on the phone was ******* at the time, and he asked for 3 months of records, which I provided. My electronic call logs don't go back far enough for me to double check the date/time of that call, but it was approximately the afternoon of 12/21/22.

  
  

  Here are the other attempts to resolve the issue:

  
  

  How did it go 14k miles without an oil change when I only went 2000 miles in the last 3 months. They wont answer me, so I told them to check the ******.

  
  

  My ****** reports show frequent servicing, fluid checks, and oil changes:

  
  

  ****** report:

  
  

  These maintenance records for my vehicle go back to 2021, which was outside of the scope of their request. I provided it anyway to show them it hasn't gone 14k miles without an oil change, just based on the ****** evidence alone, and I provided the three months of detailed records they requested.

  
  

  Three months of records would go back to October of 2022. The most recent oil change was completed at 127,046 miles on Oct 12th 2022, which I provided the service record for, and the ****** log also supports. The repair claim with Concord Auto Protect was made when the mileage was at approximately 128,900 miles. I only drove it approx 2000 miles in three months. This is a leisure vehicle.

  
  

  This oil is good for up to 10k miles and exceeds the MS standards for ****. (******* **** 5W30 premium high mileage formula)

  
  

  
  

  (*******)

  
  

  In the last three months, I also had the spark plugs, wires, and coil pack replaced just before this claim (********* Auto). The service record was also provided for that. 

  
  

  I also replaced the convertible soft top (4 Wheel Parts), a lightbulb (********* Auto) and, a tire rotation and balance (*******). Since these are cosmetic and unrelated to the claim, I didn't provide those records (I do have them if needed, but I think they would agree that it's irrelevant). They are listed on my ****** report either way.

  
  

  I also provided the the "Passing" emissions report from a few months prior, which is required annually by the state of NC. This date was beyond the 3 months they requested, but I included it, because I felt was relevant to the claim, and provided that record.

  
  

  There are no other records in the last three months. As you can see, I have provided everything theyve asked for.

  
  

  There is no evidence my vehicle was neglected, because it wasnt. I even took it into my mechanic for a lightbulb change to make sure it was done correctly, as evident on the carfax report.  If that's not enough proof, the mechanic (********* Auto) stated the oil was full and clean upon arrival.

  
  

  And if that not enough proof, I replaced the soft top (4 Wheel Parts 12/2/22) two weeks prior to the claim initiation date of 12/16/22. People don't invest in cosmetic repairs for vehicles that aren't performing as intended, so that proves there were no preexisting conditions. If anything, theyre the ones neglecting my vehicle now, because I have been waiting six weeks now for an approved repair in order to drive it. The duration of the claim has taken longer to resolve than it did to figure out the mechanical issue.

  
  

  The third party technician they assigned to inspect the vehicle for the claim said that it needed a new motor, and that there were no signs of neglect. They wont show me where the technician said it was neglected. I asked for a copy of the report because the technician verbally said otherwise, where others were around to hear it.

  
  

  They also said the third party technician said it was a modified vehicle, but Ive proven that it isnt modified. Its a 15 wheel, all terrain ******** ******** tire, ideal for daily driving, without a lift, and with zero aftermarket or off roading/towing modifications, etc. 

  
  

  These are the same sized wheels they accepted the contract with, I just replaced them over the years when the tread was worn and/or for a flat tire, like normal. I've shared this picture with them, showing its frame is the same height as this two door compact car, which looks like a ******. 

  
  

  I included a photo of both the old and the new tires overlayed upon each other to show that they are the same size:

  
  

  Please help me, its now been about 45 days since I opened my claim, and we keep talking in circles.. They're making every excuse in the book to not honor the contract. I don't know what else to do!

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

  Business Response

  Date: 01/30/2023

  There is nothing else we can do for her at this point. Sorry and thank you

  Customer Answer

  Date: 02/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  There is no "service in question." You asked for three months of service records, on a recorded line, which I have provided. I don't know what you think you're missing. 

  I'm not going to continue going back and forth like this, while you continuously evade my questions. I gave you 3 months of service records, as requested. You have the evidence that I completed my oil changes within 4600 miles or less, and I've provided evidence that my tires are not over sized, that there have been no modifications made to the vehicle in 17 years, and that the vehicle is exactly as it was when you accepted the policy. 

  Although my previous mechanic shop closed, the owner remembers me, due to how often I maintained my vehicle at his shop over the last few years. He saw and serviced my vehicle just about every two months, for the last few years, and his company follows all manufacturer's service requirements. This is also the mechanic that changed my oil at 1000 mile intervals to test the speed of consumption of the oil, vastly differing from your claim of 14k in between servicing (which you have no evidence for). His letter will match the ****** reports I've already offered to you voluntarily, which will also show I didn't go 14k miles without an oil change.

  With that being said, I am confident that this is more than enough evidence to refute your bogus claims, so I am giving you one final opportunity to either complete the repair, OR admit in writing that my vehicle never qualified for your program to begin with, due to your company claiming my 15" wheels are over sized, which contributed to a failed motor, and disqualifies warranty coverage for my vehicle. If the latter is the case, I am requesting that you give me a full refund along with a copy of the inspector's report saying that I have modified the vehicle and that it was neglected, as he has told us otherwise.

  If you don't agree to a repair, I will see you in arbitration in theState of Pennsylvania with all my evidence showing that you asked for 3 months of records, I provided it, that the vehicle didn't go more than 4600 miles without an oil change, and is even serviced once every two months or so, as you already have evidence for. I will also prove that all manufacturer service schedules were completed on time or early, that I used premium oil which exceeds the manufacturer's recommendations as well. I will also show that my vehicle isn't modified, and that you are making false claims in order to scam your customers.

  I have given you a specific timeline of my maintenance schedule for the last three months, to which you pretend you don't have records for. I provided more documentation than was asked of me. I have provided documentation that my vehicle hasn't been modified, which you claim has been. The "third party" inspector and two mechanics say my Jeep hasn't been neglected, when you say it is with no evidence. I'm done talking in circles with you. I have nothing left to say. If you reply with "neither" "sorry" or "thank you" as a solution, as you have done thus far, then consider this your notification of arbitration. 

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

• Initial Complaint

  Date:01/20/2023

  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.

  In late 2021, I purchased a warranty from them in the amount of $1795,00. The warranty was for my 2017 ******** ***** I file my first claim this month 2023. I was told that they will only cover the amount they chose and I would have to pay out of pocket for the difference. They stated ******** is charging too much money. I find this to be ridiculous. I clearly ask do you cover luxury cars before I purchased them. I also explained to the salesperson, I only take my cars to the dealership to do the work so I can keep a good record. I ask for a full refund and was told no problem. Now that it's time to process it, they want to offer me $800. I asked to speak to the owner but was told by ******, he doesn't have to provide it. I repeatedly ask for it, and he then disconnected the call. I am requesting a full refund if they are not willing to pay the full cost.

  Business Response

  Date: 01/23/2023

  We approved this customer's repair the same day the claim came in. If she would like a refund, it will be slightly prorated but we will make sure it is expedited. Please call ************ and when the machine answers, please dial extension *** for *******. They will get you a refund on the spot electronically. 

  Thank You

   

  Customer Answer

  Date: 01/23/2023

  [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: 18868620
  
  I am rejecting this response because: They are not telling the truth. They don't want to pay full price of my claim with ********. They said ************** was to high and they could fine it cheaper. ******** can't take a part from they because it won't be covered under their warranty. Concord Auto Protect wants to use cheaper parts. I ask them before I purchased the warranty. Me: Can I go to ******** for service? Them: yes. Now that I paid in full and have my first claim, they are not paying. If they are not going to pay the full price of the claim for my camera, I deserve a full refund $1795.00. 

  Please see attachment for proof
  
  
  Regards,
  
  *************************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 01/27/2023

  There should be a service to protect companies from people like this. We approved the repair in full based on the guidelines of our agreement. We are not charity workers. If youre not happy, your funds will be refunded to you and your claim voided. Good luck and good riddance.

  Customer Answer

  Date: 01/30/2023

  [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: I want my full refund of $1795.00 no exceptions 
  
  Regards,
  
  *************************
  

  Business Response

  Date: 02/01/2023

  We can refund her what she paid us, minus $250.00 for fees and processing. The total amount would be $1,545.00.

  We have been providing coverage since 2021. We processed and approved claims for her. There are fees for this service. 

  Please advise. Thank You

  Customer Answer

  Date: 02/02/2023

  [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 want my full refund of $1795 no exceptions. They did not approve any claims because they didn't want to pay the full price of my claim with ******** dealership. They told me via email, I can go to any ******** Dealership and now they don't want to honor it.  Therefore, there's no claim. Please stop going back and forward with these messages prolonging my refund. You've taken my money, refuse my full payment of my mirror, given me the runaround for over a month and insulted me with rude words. I'm trying to do my best with being patient with you.

  Please just refund me my full amount of $1795 to my mailing address *********************** Philadelphia, PA ************. If not I will take further actions

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

• Initial Complaint

  Date:01/17/2023

  Type:Sales and Advertising 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 auto warranty on Mar 25, 2022. Person selling the plan: Steve West Plan purchased: premium coverage. Amount paid in full: $2,996.00. VSP Owner: ******* ********* VSP#: ******* Package: Premium Deductible: $0.00 Year : 2017 Make: **** Model: ** Current Mileage: 49,105 Start Date: 04/25/2022 End Date: 10/25/2027 Start Mileage: 50,105 End Mileage: 125,105 VIN: ***************** My car broke down on January 3rd, 2023. My car was towed to an **** dealership in Warwick, Rhode Island ***** **** **** **, Warwick, RI *****. The dealership talked to the warranty company and they approved for an aftermarket part and under the plan it said that it was covered for a starter. I do not want to have the aftermarket part installed on my car because of bad experiences with aftermarket parts. The policy that I bought stated that the starter is covered and I was expecting that the parts covered would be OME parts. I was lied to when I purchase the warranty that everything was going to be covered and they did not disclose to me that they would only pay for aftermarket part. I ended up having to pay the differences and the differences is $966.74 They also advertise on the their website that parts and labor is covered, Fully transferable to new car, Use any ASE/ licensed repair shop OR car dealer, I would like the company to take that advertisement off their website because of false advertisement.

  Business Response

  Date: 01/18/2023

  We approved this repair in full. This customer is trying to intimidate us to pay more money, but we won't, we will also not pay this current approved claim until he removes the 3 ****** complaints he posted under different names. 

  You sir are an absolute fraud. Good luck with your vehicle. Take your business elsewhere. 

  Customer Answer

  Date: 01/18/2023

  [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:
  

  There is no solution proved and concord auto protect warrenty falsely advertise on their website that parts and labor will be covered. The person that sold me the policy needs to be educated on whats covered and whats not covered. I was under the impression that OEM parts would be covered.

  For me the solution is for concord to refund the OEM part that I paid for and also the cover the labor. Concord auto protect also should take the wording on their website that falssely advertise that they cover for parts and labor. 

  As for calling me a fraud, I wrote two reviews under my name. Also, concord auto protect is the one being a fraud by advertising that they would paid for everything. The sales person that sold me the policy is also the one that is fraud because concord auto protect did not stand for what he told me.

  Regards,

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

• Initial Complaint

  Date:01/17/2023

  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 have an issue with a claim on my $0 deductible vehicle service program with Concord Auto Protect. A ****** dealership determined my 2018 ****** requires a new AC compressor and opened a claim with Concord. ****** was able to do the repair (excluding a $200 diagnostic fee that I paid) for $1400. After multiple conversations with Concords claims department, they authorized only $600 ($380 for 1.9 hours of labor + $304 parts). I obtained 2 addition quotes from independent ASE certified repair shops that were in the $1300-$1400 range and consisted of around $600 for ~4.5 hours of labor, $650-$750 for parts. Concord is not authorizing enough hours to do the full job and the amount authorized for the part is unreasonable. The repair facilities will not install a part they believe to be low quality since they must stand behind the repair and their standard warranty. Also, this does not allow the repair shop to charge a standard markup on parts to cover their operating and overhead cost. I left multiple messages with the claims department to further discuss this, left multiple messages with customer service and sent multiple e-mails to the claims department stating my issue. I have not received any responses. I feel this policy was misrepresented as a $0 deductible policy when in fact it has a very high deductible when considering the low amount paid on claims.

  Business Response

  Date: 01/18/2023

  We approved this repair in full based on the guidelines of our agreement. IF the customer is still dissatisfied, we can send them a prorated refund and cancel it out.

  Thank You

  Customer Answer

  Date: 01/18/2023

  [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 received 3 quotes that were much higher than the amount Concord authorized for the repair. In one of my emails to them I asked them to find a reputable ASE certified repair shop that would be willing to do the repair for what they estimated. They did not reply to that message or any of the many other phone/ email messages I sent. It goes back to my original point that the plan was misrepresented as a $0 deductible plan since they do not cover the full cost of a repair. The plan states that I could take my car “to a licensed repair facility within the United States, which has at least one ASE certified mechanic capable of diagnosing and repairing your vehicle using proper and appropriate equipment”
  I did this and went beyond by getting other quotes from large established and highly reputable shops including a dealership. Concords response is misleading. They are not factoring in the actual cost f the repair resulting in a large out of pocket cost to me.They totally misrepresented this plan. I would welcome a full refund, not a prorated one. They have not paid any claims against my plan yet.

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

  Business Response

  Date: 01/20/2023

  We approved the part itself plus the ******* labor, at your repair facilities ridiculous labor rate of $200.00 per hour (for a ******** Plus, we increased the amount for you because you were complaining.  

  There is nothing more that Concord is willing to do in this case. Good Luck. 

  Customer Answer

  Date: 02/17/2023

  [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 it does not adequately address the fact that I cannot get the repair done for anywhere close to the amount they approved. The agreement states:

  "We will arrange for repair or replacement of any covered parts or pay the repair cost associated with a breakdown during the program period. 

  "Repair Cost means the combination of part(s) and labor expenses plus any applicable taxes necessary to repair or replace a covered part in the incidence of a breakdown. Repair cost of parts is determined by regular retail prices, and are not to exceed the manufacturer's suggested retail price for a covered part. Repair cost of labor are based on the current national flat rate hourly guide for labor and subject to the aggregate total of a single repair visit."

  As I previously stated, I received 3 quotes that were all about 2.3 times higher than the amount Concord approved. Their rate/cost charts are not reflecting the reality of market prices, or not reflecting the total scope and cost of the actual repair. I have challenged Concord to find a reputable, ASE certified shop to do the repair at their approved cost. They have not responded to this.

  I feel Concord is operating at the margin between legal and outright fraud and should be investigated by the Attorney General's office and other regulatory bodies.

  Regards,
  
  ***** ******* 

  Business Response

  Date: 03/03/2023

  Sorry the repair didn't fall under our coverage. We are sad to see you go but I see you decided to cancel and get a refund. It is on the way.

  If there is any issue or delay, please reach out to Michael at extension 801. 

  Thank You

  Customer Answer

  Date: 03/06/2023

  [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 on March 2 I called Concord support to only inquire about a refund, and I did not want to proceed with the prorated refund at this time. Today (3/26/23) I called Concord support, and they confirmed that no refund is in process. At this point the only refund I want is for the full amount paid since I believe Concord has drastically mislead the nature and benefits of the agreement.

  During my March 2 call with the Concord representative, I also discussed my existing dispute about the amount they would cover on my AC compressor repair. I wanted to understand why there was such a disparity between the $600 Concord agreed to cover and the true cost of around $1400 for the repair (supported by 3 quotes). The representative said the amount Concord would cover is to only the cost of an aftermarket compressor and labor to only install it. Not to bring it to working order. 
  

  According to the Agreement repair cost means:

  Repair cost means the combination of part(s) and labor expense plus any applicable taxes, necessary to repair or replace a covered part in the incidence of a breakdown. Repair cost of parts is determined by regular retail prices, and are not to exceed the manufacturer's suggested retail price for a covered part. Repair costs of labor are based on the current national flat rate hourly guide for labor, and is subject to the aggregate total of a single repair visit.

  In the Exclusion section it sates:

  Refrigerants, coolants, fluids, lubricants, and filters are only covered if directly related to a breakdown.

  In my situation the AC Compressor, a covered item, broke down and to repair this it requires a new compressor and labor and parts to install and recharge to bring it to functioning order. This is not what Concord is covering. As the representative on March 2 stated, they only cover the compressor and not cost bringing it back to working order. 

  This is very deceitful and fraudulent. The agreement states "part(s) and labor expense plus any applicable taxes, necessary to repair or replace a covered part in the incidence of a breakdown." That is not what Concord is doing.

  Regards,
  
  ***** ******* 

• Initial Complaint

  Date:01/16/2023

  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.

  In 2020, I purchased a "Premium" auto protection plan through Concord Auto Protect. This was a $1,750 investment that I thought would help cover any repair expenses that may arise for our family minivan. This plan claimed to cover: Engine, Transmission, Drive Axel(s), Electrical, Cooling, Brakes, Dead Battery, Parts & Labor, AWD / 4x4, Steering (Manual or Power) and Heating. In 3 years, I've submitted three claims to Concord Auto Protect, all of which have been denied. The most recent claim is the most egregious and the reason why I'm filing this complaint. On December 20, 2022, our minivan began to leak a significant amount of oil. The smell of burning oil was concerning enough that I brought it to the shop first thing in the morning on December 21, 2022. The shop diagnosed the issue as an oil cooler that needed to be replaced and contacted Concord Auto Protect to approve the claim so they could begin repair work. In spite of multiple calls from the repair shop and a promised decision from Concord Auto Protect, this company did not respond with a decision until Friday afternoon, December 23rd. At that time, they denied the claim and left me in a situation where our family would have no minivan for Christmas weekend. The shop said they've never worked with a company that was so slow to respond to a claim or give any clear answers. Setting aside the terrible lack of consideration on the part of Concord Auto Protect, I was baffled to find that the oil cooler wasn't covered under my "Premium" Plan, which includes engine protection. "An oil cooler is a separate, smaller radiator to an engine's main radiator, which maintains an oil supply at a consistent, optimal temperature. Its purpose is to cool the oil passing through the coils, thus improving the engine and the transmission's lifetime." Somehow this was not covered. I've peacefully tried to resolve this situation, but 6 phone calls later and all I received is a $150 "courtesy" credit. The repair cost $1,066.

  Business Response

  Date: 01/17/2023

  The repairs are listed as excluded in your agreement. We are sorry, but this is maintenance. Perhaps we can approve more to make up for the inconvenience. Please advise.

  Thank You

  Customer Answer

  Date: 01/19/2023

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

  
   Complaint: ********
  
  I am rejecting this response because: ******* tries to make the situation about what is/isn't covered, but it isn't that simple. He fails to acknowledge two important details:

  - The poor response time of his team on this claim that put me and my family in a major bind

  - The ways that his company markets their services. Some examples from the Concord Auto Protect website: 

  #1 Top Rated Vehicle Protection Service (based on which rating system?)

  "Your car is one of your biggest investments. We know the last thing you want is an expensive car repair bill that is not covered by your auto protection plan." (this is the exact situation I find myself in, after paying for the highest "Premium" plan that the company offers)

  "Premium Customer Service Guaranteed!" (as stated in my complaint, it took Concord Auto Protect more than 2 full business days to respond to the repair shop - this delay left me and my family without our vehicle heading into Christmas weekend)

  I'd love for ******* or a member of his team to reach out and try to "do more." Unfortunately, the strategy of this company is to delay and defer with hopes that they wear you down and you just give up. Every interaction I've had with Concord is vague, unhelpful, or requires me to follow-up multiple times (and in those instances, the party I'm speaking with needs to check with someone else or is unavailable). I'm not asking for the "guaranteed premium customer service," I just want someone to acknowledge these shortfalls and inconsistencies and make them right for me and future customers.

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

• Initial Complaint

  Date:01/13/2023

  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 a 10 year Premium Warranty from Concord Auto Protect on 10/2/19 for my 2014 ******* *** which had 16,500 miles. Policy #****** and I paid $1711.00. In regards to purchasing the warranty, I would have to say I agree will all the positive reviews I am seeing. It was a simple and pleasant experience. After completing the warrant process I had peace of mind knowing I was protected if something should happen to my vehicle. Fast forward 3 years. My car developed a water pump problem. I dropped it off at the dealership on 1/4/23. They diagnosed it as needing a water pump replacement. On 1/5/23 the dealership attempted to reach to warranty company multiple times to put in the claim but was unsuccessful. I finally reached the company and through a 3 way call with the dealership Service Manager the claim was submitted. The problems and delays began immediately upon submitting the claim. It's been endless phone calls and endless promises "We're expediting your claim and you will have a decision by the end of business today". This was told to me at the end of every single phone call. I now have to call using a random phone line in order to reach a representative as when I use my own phone, it goes to voicemail EVERY TIME. It's just been one road block after another. Written estimates that they said they never got, photos they said were never sent and now they are asking for documentation on the vehicle that is totally unrelated to the water pump issue (which I was told if I cannot produce the claim may not be approved). The dealership cannot believe all the demands this company is making for a simple water pump job. I have spoken to ****** multiple times, who no longer takes my calls, **** and *******. It is now 9 days later and no progress has been made. I have been without a car and have missed some days of work due to the delay in approving the repair. Under my warranty Water Pumps are covered. Concord is looking for any reason to deny this claim.

  Business Response

  Date: 01/17/2023

  We discussed that we would help the customer by approving the claim which we processed for her, even though the repair is excluded based on the guidelines of our agreeent.

  Thank You

• Initial Complaint

  Date:01/11/2023

  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.

  A refund/credit has been due from this company for over a month. After multiple attempts and conversations promising that the refund would be made in "3-5 days", they still have not processed the refund and now they do not return my calls.

  Business Response

  Date: 01/28/2023

  It shows you were refunded. I am not sure why it was one and not the other but it will be handled in the next 2 business days. Sorry and thank you 

  Customer Answer

  Date: 01/30/2023

  [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:

  I have spoken with ********************* multiple times about this over the past 2 week.  Every time, he says we will receive our refund "within 2 days".  A week ago he said we would receive it "today". 

  It never happens and it is a run around.

  I will accept their response once our refund is received.
  
  Regards,
  
  *******************************

  Business Response

  Date: 01/30/2023

  The refund is being processed 

  Customer Answer

  Date: 02/02/2023

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

• Initial Complaint

  Date:01/07/2023

  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 warranty from Concord Auto Protection on a used vehicle VSP#*******. After a short time, I sold the vehicle and contacted Concord about cancelling the protection and a refund. On 12/5/2022 I requested the cancellation and was told that I would receive a refund of $1,669.00 of the warranty back. It would be mailed and I would receive it within 10-12 days. The company closed my account so I can not access any information. After the required time, I called them again to advise I had not received the refund. I spoke to ******* at extension ***. I was asked to wait a week and call back. I waited another week and called back on 12/29 when I had not received the refund. I again talked to the department, this time ******* indicated that the refund was absolutely due back to me and they were having issues with the mail and they would put it in cue to be put back on my credit card within 5 days. He then gave me extension *** to call back. On 1/7/23 at 9 am I spoke to ***** who said the person I needed was not in his office but they would have someone return my call. I called back again on 1/7/23 at 2:40 pm when no one had returned my call. I spoke to ***** and she said they would escalate the call since no one had returned my call and the refund had not been given. I was told someone would call me back. I feel as though I am getting the royal run around and I have now waited over a month for the refund I am due. I would like for them to honor the refund I am due. Thanks

  Business Response

  Date: 01/09/2023

  Hi. Refund will be there in 1-2 business days. Please call ******* at extension *** if there are any issues. Thank You

  Customer Answer

  Date: 01/14/2023

  [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:As of today 1/14/2023 we have not recieved the refund as promised nor have we had any communication with Concord Auto Protect on the matter.
  
  Regards,
  
  *******************
  

  Business Response

  Date: 01/18/2023

  This was already refunded. They should have this by now.

  Thank You

  Customer Answer

  Date: 01/19/2023

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