Complaints

This profile includes complaints for C.A.R.S Protection Plus Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  C.A.R.S Protection Plus Inc

  4350 Northern Pike Ste 143 Monroeville, PA 15146-2840

  
• 

  C.A.R.S Protection Plus Inc

  19230 W 8 Mile Rd Southfield, MI 48075-5722

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:03/08/2023

  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 a Mercedes benz gl 450 from Victoria inc little ferry nj on nov 26th 2021, I was advised to get Car protection plus warranty. I got the level 3 warranty that took care of transmissions, engines, towing and ect. Then almost 1 year later on Nov 14 the car just shot down on me while I was driving. I had to pay $100 to get it toll because Cars protection plus didn't honor the towing and said they will only cover $50 to get my car towed to a pep boys 15 mins away from me. Pepboys found out I needed a new engine and to make a long story short the warranty Company Cars protection plus has been extremely horrible to deal with. They're absolutely impossible to get through to them. The telemarketers and all there employees are the most rude and disrespectful unprofessional people ever in any business, just look at there reviews and you will know why everyone feels the same way i do. They lie so much, and will do and say anything to try not to honor their warranty, in hopes that there disgusting behaviors will discourage you from pursuiting them. To make a long story short it's been 5 months they haven't fix my car, am a single mom with 2 kids. And am still paying for the car and taking lyfts. Even the people I got the car from tried to help by giving me one of the owners number ****** ************* I called him & when he found out I have a level 3 protection from his company which covers engines and ect. He hang up on me and blocked me immediately. Pls bbb pls help me. I really need a car, this situation is so difficult for me, am taking lifts and still paying almost $500 months car payments for a car that's been at pepboys for 5 months and Cars protection plus refuses to even answer the phone for pepboys and myself.

  Business Response

  Date: 03/10/2023

  March 10, 2023
  RE:          2014
  MERCEDES-BENZ GL-CLASS GL 450 4MATIC
                 CONTRACT
  NO.: *********
                 OUR
  FILE NO.: ******
                 BBB
  COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The Cars Protection Plus Inc. (“CARS”) Customer Care
  Department is in receipt of the customer’s BBB complaint regarding a mechanical
  claim and responds as follows:
  
  There is no open mechanical claim on this customer’s
  vehicle.
  
  On November 11, 2022, the repair facility listed in the customer’s
  complaint opened a mechanical claim on behalf of the vehicle and CARS’ claims
  adjuster requested an estimate for the repairs be sent to CARS.
  
  CARS did not receive the requested estimate until November
  23, 2022. The estimate was reviewed and CARS’ claims adjuster contacted the
  repair facility that day, was placed on hold and no one from the repair
  facility ever returned to the call.
  
  CARS was able to reach the repair facility to quote
  assistance and provide repair authorization on November 28, 2022.
  
  Due to an error on the repair facility’s part, a component
  had to be added to the mechanical claim and the new assistance amount as well
  as repair authorization was provided to the repair facility on November 30,
  2022. During this conversation, the repair facility was notified of the
  customer’s options on how to proceed with the repairs. CARS could ship CARS’
  supplied parts and assist with the labor or provide an allowance toward the
  total cost of the repairs and the customer could use the repair facility’s
  supplied parts. CARS’ claims adjuster explained that CARS’ supplied parts would
  be aftermarket. This information can also be found in the customer’s attached
  Vehicle Service Contract at highlighted Provision 5. (e.): SERVICE
  CONTRACT CLAIM  PROCEDURES: FAILURE,
  BY YOU OR YOUR REPAIR FACILITY, TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY
  AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES
  LISTED BELOW: We have the option to select used, rebuilt or aftermarket
  components when authorizing repairs.
  
  On December 01, 2022, the repair facility contacted CARS and
  requested CARS ship the water pump due to the difference in price between CARS’
  supplied part and the repair facility’s part.
  
  On December 12, 2022, the repair facility contacted CARS
  stating the authorized repairs had been completed, the vehicle had been
  rechecked, was burning coolant heavily on cylinder number five (5) and needed
  an engine. CARS’ claims adjuster requested the repair facility tear down the
  vehicle to determine the cause of the failure and then contact CARS with the
  information. Later that same day, the repair facility contacted CARS again and
  requested payment on the authorized repairs.
  
  CARS has already issued payment for CARS’ portion of this
  mechanical claim and there has been no further communication from the repair
  facility.
  
  If the customer’s vehicle is still having mechanical issues,
  the customer’s repair facility will need to follow the claims procedures in the
  Terms and Conditions of the customer’s Vehicle Service Contract.
  
  Regarding CARS’ contact information provided to the customer
  by the dealer, the customer can contact CARS via CARS’ customer service phone
  number at 1-888-335-6838.
  
  For the customer’s clarification regarding towing, CARS has
  highlighted Provision 2. (c.,vii.): SCHEDULE OF COVERAGE: LEVEL
  3: 24-HOUR ROADSIDE ASSISTANCE: This replaces the TOWING
  benefit. Roadside assistance provides: towing; battery service; jump start;
  flat-tire; fuel, oil and water delivery; and lockout assistance. Coverage is
  provided up to $50.00 per occurrence to the covered vehicle only. To utilize
  this service, You MUST call roadside assistance at 800-418-9836.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I was told by Cars protection plus that I need to pay $3,500 for my car engine to be taken apart 1st. Then they can have there own investigator come to pep boys and diagnose the car. And based on how their investigator opinion on whatever caused the engine failure of the car then that will decide if it's their responsibility or not to fix the car.
  
   I don't have $3500 & I know it's 2 risky to borrow money n pay for tear down because this company is not trustworthy. And it takes the months to do anything, while being extremely disrespectful to the clients.  After so many phone calls from myself and pep boys for the same thing for months, they will pretend not to hear from pep boys even tho several times we called them on 3 way, as much as 20 times, before they will actually report it in there computer systems, then they will take another month or so to call pep boys back for anything.  
  
  So I told them to cancel my contract and reimburse me the balance of my money back from January,  but they refused. They keep saying my case is open, and I keep telling them I don't have the $3,500 so pls close the case and give me a the rest of my money.  They refused and keep yelling at me and hanging up the phone on me. my car is still at pep boys,  am still making monthly payments and taking lyfts, and the car is still not fixed and it's been 5 months. Please please am begging for help this company is awful and heartless.

  Regards,
  

  
  
  
  **** *****

  Business Response

  Date: 03/17/2023

  March 17, 2023
  RE:          2014
  MERCEDES-BENZ GL-CLASS GL 450 4MATIC
                 CONTRACT
  NO.: *********
                 OUR
  FILE NO.: ******
                 BBB
  COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The Cars Protection Plus Inc. (“CARS”) Customer Care
  Department is in receipt of the customer’s BBB complaint regarding tear-down
  charges and cancelling a Vehicle Service Contract and responds as follows:
  
  CARS [JM1] did
  not tell the customer they owed CARS $3500.00. CARS did ask the customer’s repair
  facility to provide CARS with the cause of failure regarding the requested
  engine replacement. The customer’s diagnostic coverage can be located in their
  attached Vehicle Service Contract at highlighted Provision 2. (a., vi.): SCHEDULE
  OF COVERAGE: a. LEVEL1: vi. LABOR & DIAGNOSTICS: If
  tear-down/diagnostic is requested, We shall reimburse up to one hour of
  tear-down/diagnostic based on Your stated labor rate. EXAMPLES OF NOT COVERED:
  tear-down and diagnosis for a non-covered repair.
  
  The customer’s repair facility must provide the cause of
  failure for CARS to determine what assistance, if any, can be offered toward a
  repair. This information is highlighted at Provision 5. (c.): 5. SERVICE
  CONTRACT CLAIM PROCEDURES: FAILURE, BY YOU OR YOUR REPAIR FACILITY, TO
  FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID
  DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: c. Your repair facility
  must perform a proper diagnosis to determine the cause of failure and extent of
  damage, which may include tear-down to the point of component failure upon
  Our request.
  
  CARS has not spoken to a repair facility regarding this
  customer’s vehicle since December 12, 2022 and there is no open mechanical
  claim. If the customer’s vehicle is still having mechanical issues, the
  customer’s repair facility will need to follow the claims procedures in the
  Terms and Conditions of the customer’s Vehicle Service Contract.
  
  If the customer chooses to cancel their Vehicle Service
  Contract, please have them fill out and return the attached cancellation form
  using the information at the bottom of the form or by emailing it to [email protected]. The
  cancellation would be processed in accordance with the Terms and Conditions of
  the customer’s Vehicle Service Contract. CARS has highlighted this information
  at Provision 7. (a.): CANCELLATION PROVISIONS - ALL REQUESTED
  CANCELLATIONS/REFUNDS MUST BE IN WRITING AND WILL BE PROCESSED THROUGH YOUR
  LIENHOLDER, IF ANY, OR YOUR SELLING DEALER. IF FINANCED, YOU AGREE YOUR
  LIENHOLDER IS A JOINT PAYEE TO RECEIVE ANY APPLICABLE REFUND. ANY CANCELLED
  CONTRACT IS VOID AND WILL NOT BE REINSTATED. a. CANCELLATION BY SERVICE
  CONTRACT HOLDER: You may cancel this Service Contract at any time by notifying
  Us. …After 20 days, or if a claim was made within the first 20 days from
  the Effective Date, You will receive a pro rata refund of the Service Contract price
  for the unexpired term of the Service Contract based on the number of elapsed months
  or miles, less any claims paid or approved for payment, less an administration/cancellation
  fee not exceeding $50.00.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachments
  
   [JM1]I
  think this may be confusing since the shop would charge the customer.  I think we should strike.

• Initial Complaint

  Date:03/02/2023

  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.

  On November 15, 2022 i bought a 2013 kia optima and i paid $1206 to Cars Protect Plus, Inc for an extended warranty for my 2013 Kia Optima. My car started having brake issues so i took my car to Calavan Kia of West Atlanta on February 15, 2023. I had to pay $214 for a diagnostic and they informed me that the Brake Master Cylinder, the brake control module and the brake valve line needs replacing. According to the contract and plan i have with Cars Protection Plus, the business committed to provide coverage if any of the covered parts/components was to fail on the car. The Business failed to pay for the repairs and denied the claims which is covered in the contract. I’ve reached out to the business along with the service advisor at the kia dealership. We were all given excuses and was told different things. The company makes up differences issues with the repairs so they dont have to pay. I feel like i was scammed out my money and they dont want to pay for the repairs on my car. My account number for cars protection plus is ********* and the dealership where my car is located i* ************ and the service advisor name is ******. I would love for them to pay for the repairs on my car or refund me the money i paid for the warranty.

  Business Response

  Date: 03/08/2023

  March 08, 2023
  RE:          2013 KIA
  OPTIMA SX
                 CONTRACT
  NO.: *********
                 OUR
  FILE NO.: ******
                 BBB
  COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The Cars Protection Plus Inc. (“CARS”) Customer Care
  Department is in receipt of the customer’s BBB complaint regarding a denied
  mechanical claim and responds as follows:
  
  On February 22, 2023, a repair facility opened a mechanical
  claim on behalf of the customer’s vehicle for issues with the braking system.
  The repair facility stated the master cylinder was not holding pressure and
  there was air leaking from the brake booster and check valve. CARS’ claims
  adjuster asked what component was causing the failure and the repair facility
  stated the brake booster and check valve. CARS’ claims adjuster explained that
  neither of those components were listed for coverage on the customer’s attached
  Vehicle Service Contract; therefore, any damage caused by those components
  would not be covered either. Please see highlighted Provision 3. (f.): COMPONENTS
  AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): Damage/failure
  to a covered component caused by a NON-covered component.
  
  On February 28, 2023, the customer contacted CARS and a CARS
  claims adjuster explained why the mechanical claim was denied. The customer
  stated the issue was the master cylinder, not the brake booster. CARS’ claims
  adjuster then contacted the repair facility who said they were unsure which component
  was causing the issues with the vehicle’s braking system; therefore, they needed
  to start replacing parts until the faulty part was found. CARS’ claims adjuster
  explained that the repair facility needed to demonstrate a failure to a covered
  component for CARS to assist. This information has been highlighted at Provision
  5. (c.): SERVICE CONTRACT CLAIM PROCEDURES: FAILURE BY YOU OR YOUR
  REPAIR FACILITY TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN
  CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: STATE
  DISCLOSURES: GEORGIA: A proper diagnosis shall include tear-down to the
  point of component failure, performed by the repair facility, to determine the
  cause of failure and extent of damage.
  
  If the repair facility can now demonstrate a failure to a
  covered component, the customer can have the repair facility open a mechanical
  claim following the claims procedures in the Terms and Conditions of the
  customer’s Vehicle Service Contract.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 03/08/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* ****

  
  

  According to the service advisor they sent in the correct documentation for the repairs several times and the adjuster refused to pay for the repairs. I received a copy of the diagnostic documentation from the dealership and according to service contract with CARS the components were all supposed to be covered. I was told by a customer service representative from cars to take my car to any repair facility of my choice and i did that. I spent $214 on diagnostic testing for my car just for CARs to deny the claim. This company is a scam and if CARS dont want to pay for the repairs i would like the  money i paid for this contract refunded.

  Business Response

  Date: 03/14/2023

  March 14, 2023
  RE:          2013 KIA
  OPTIMA SX
                 CONTRACT
  NO.: *********
                 OUR
  FILE NO.: ******
                 BBB
  COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The Cars Protection Plus Inc. (“CARS”) Customer Care
  Department is in receipt of the customer’s BBB response rejection regarding a
  denied mechanical claim and responds as follows:
  
  As per CARS’ original response the cause of failure reported
  by the repair facility was the brake booster and check valve. Neither of
  these components are listed for coverage on the customer’s attached Vehicle
  Service Contract; therefore, any damage caused by those components
  would not be covered either. Please see highlighted Provision 3. (f.): COMPONENTS
  AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): Damage/failure
  to a covered component caused by a NON-covered component.
  
  CARS has received no documentation demonstrating a failure to a covered component and cannot assist a repair
  facility in replacing components until the mechanical issue is resolved.
  
  If the customer has documentation of diagnostics stating the
  cause of failure was a covered component on the customer’s Vehicle Service
  Contract, please have the customer contact CARS at 1-888-335-6838 for
  information on how to submit the documentation for review.
  
  If the customer chooses to cancel their VSC please have them
  fill out and return the attached cancellation form. The cancellation would be
  processed in accordance with the Terms and Conditions of the customer’s Vehicle
  Service Contract. CARS has highlighted this information at Provision 7. (b and
  c): CANCELLATION PROVISIONS: - ALL REQUESTED CANCELLATIONS/REFUNDS
  MUST BE IN WRITING AND WILL BE PROCESSED THROUGH YOUR LIENHOLDER, IF ANY, OR
  YOUR SELLING DEALER. IF FINANCED, YOU AGREE YOUR LIENHOLDER IS A JOINT PAYEE TO
  RECEIVE ANY APPLICABLE REFUND. ANY CANCELLED CONTRACT IS VOID AND WILL NOT BE
  REINSTATED. STATE DISCLOSURES: GEORGIA: After 30 days from the Effective
  Date, You may cancel this Service Contract at any time by submitting a written
  request and returning Your Service Contract to Us. If this Service Contract is
  cancelled, You will receive a full refund of the unearned pro rata Service
  Contract price, less any claims paid, less a cancellation fee not to exceed 10%
  of the prorated refund amount or $50.00, whichever is less.
  
  CARS hopes this information was helpful to your inquiry
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 03/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* ***** as i stated before the service advisor at kia never told them the cause of the failure was from a brake booster failure. They told Cars it was caused from a Brake master cylinder failure and components of the brake master cylinder(which is covered in their contract) and i have the paperwork attached to prove it and also you can contact the service advisor yourself at the Kia Dealership(******) he also can tell everyone how many times he has called CARS and explained to them that the cause of failure was because of the brake master cylinder and how many times they made of things just say they could avoid paying for my car repairs. It is very clear that this company is a scam. No i wont be wasting my time calling the cars customer service number again all i want from cars is to pay the dealership for the repairs for the “BRAKE MASTER CYLINDER AND THE BRAKE MASTER CYLINDER COMPONENTS OR REFUND MY MONEY RIGHT AWAY!” Once again im attaching the paperwork from the kia dealership and a copy of Cars services that they cover.

  Business Response

  Date: 03/17/2023

  March 17, 2023
  RE:          2013 KIA
  OPTIMA SX
                 CONTRACT
  NO.: *********
                 OUR
  FILE NO.: ******
                 BBB
  COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The Cars Protection Plus Inc. (“CARS”) Customer Care
  Department is in receipt of the customer’s second BBB response rejection
  regarding a denied mechanical claim and responds as follows:
  
  The estimate the customer provided does not provide a cause
  of failure. In order to determine coverage, the shop must provide the cause of
  failure and extent of damage.
  
  The pamphlet the customer continues to provide is not their
  Vehicle Service Contract. CARS has provided the customer a copy of their
  Vehicle Service Contract in two (2) previous responses.
  
  CARS is unsure how else to assist as CARS has answered the
  customer’s inquiries several times via the BBB and CARS’ customer service. CARS
  has attached the recorded phone call in which the repair facility states the cause
  of failure is the brake booster and check valve.
  
  If the shop has any additional updates, please have the shop
  contact CARS.
  
  Regarding the customer’s second request to cancel their
  Vehicle Service Contract. The customer will need to return the cancellation form
  provided by CARS in a previous response by using the information at the bottom
  of the form or by emailing it to [email protected].
  The cancellation will be processed in accordance with the cancellation
  provisions in the Terms and Conditions of the customer’s Vehicle Service
  Contract.
  
  CARS hopes this information was helpful to your inquiry
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 03/17/2023

  [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,
  
  
  
  ******* **** i will fill out and return the cancellation form to receive my refund 

• Initial Complaint

  Date:02/10/2023

  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.

  Cars dragged out the process and closed the initial claim saying the mechanic didn't get in touch. He provided me a log of numerous attempts. Once I offered the proof they reopened the claim. I asked for information on where the process was and they refused forcing me to call daily. The staff is incredibly rude, combative and evasive. After literally months they denied the claim. Apparently motors are not covered. Scam warranty company that works with scam dealerships giving people false hope. Completely ridiculous to call a business you are a customer of and have the employees treat you like the enemy. Hard to imagine a car warrenty not covering the block.

  Business Response

  Date: 02/14/2023

  February 14, 2023
  RE:          2000 BMW
  3 SERIES 323CI
                 CONTRACT
  NO.: *********
                 OUR
  FILE NO.: ******
                 BBB
  COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The Cars Protection Plus Inc. (“CARS”) Customer Care
  Department is in receipt of the customer’s BBB complaint regarding a denied
  mechanical claim and responds as follows:
  
  On November 29, 2022, a repair facility opened a mechanical
  claim on behalf of the customer’s vehicle stating that the head gasket had
  failed a chemical block test. CARS’ claims adjuster advised the repair facility
  that there would be an independent inspection of the vehicle and that the
  inspection company would call to schedule.
  
  Over the next week, the inspection company left multiple voicemails with the repair facility in an attempt to schedule the inspection
  and the repair facility would not answer or return the inspection company’s
  calls.
  
  On December 07, 2022, the repair facility contacted CARS and
  asked when the inspection would occur. CARS’ claims adjuster explained that the
  inspection company had left several voicemails at the repair facility and had
  not gotten a return call. CARS’ claims adjuster requested the repair facility
  send pictures of the damage and an estimate for the repairs, providing the
  email address to submit the information to.
  
  CARS did not receive the requested information and the
  repair facility did not respond to the inspection company’s repeated attempts
  to contact them; therefore, the inspection was cancelled, and the mechanical
  claim was closed.
  
  On December 12, 2022, CARS’ claim adjuster contacted the
  repair facility and left a voicemail explaining that the claim had been closed
  due to the repair facility not responding to the inspection company and requested
  the repair facility contact CARS if needed.
  
  The next call received regarding this mechanical claim was
  from the customer on January 30, 2023, requesting an update on the mechanical
  claim. CARS’ claims adjuster reviewed the information above and explained the
  repair facility would need to call CARS to have the claim reopened. On this
  same date the repair facility contacted CARS and the inspection was re-ordered.
  
  CARS has run the repair facility’s phone number through our
  phone system and there were Zero incoming calls
  from the repair facility between December 08, 2022 and January 29, 2023.
  
  The independent inspection of the customer’s vehicle took
  place on February 03, 2023 and the third-party inspector’s findings are
  summarized below:
  Extent
  of damage: 1.) The technician stated you had to drive the vehicle almost an
  hour, and it will overheat, he stated he
  performed the chemical combustion test, and it turned yellow. When the
  inspector asked the technician if he could show him the test, the technician could
  not. The coolant is low in the radiator, but there were no signs of external
  leaks that the inspector could see due to the repair facility not having a lift.
  2.) The inspector had the vehicle running for a while and there was no
  excessive smoking from the exhaust and while running the vehicle idled smoothly.
  No other demonstrations were given.
  Inspector's cause of failure: 1.)
  The inspector was unable to verify the cause or failure, more diagnosis and tear
  down will be required.
  
  On February 08, 2023, after the inspection had been
  reviewed, CARS’ claims adjuster called and left a voicemail at the repair
  facility to review the results.
  
  On February 10, 2023, the repair facility returned CARS
  voicemail and CARS’ claims adjuster explained that the repair facility would
  need to provide and demonstrate the cause of failure for CARS to determine what
  assistance, if any, could be offered. The repair facility stated that these types
  of vehicles often have block rot. CARS’ claims adjuster explained that block
  rot is not covered on the customer’s attached Vehicle Service Contract as the
  engine block is only covered if damaged by an internal component. CARS’ claims
  adjuster explained that if the head gasket failed CARS would be able to assist
  with the cost of the head gasket replacement; however, the repair facility
  would need to provide proof of the failure. The repair facility was not
  interested in providing proof of failure to the head gasket.
  
  The mechanical claim is still open and in a pending status
  in case the repair facility can provide the requested information as the
  customer’s Vehicle Service Contract has expired and a different repair facility
  cannot open a mechanical claim.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:02/01/2023

  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.

  Roughly 10 months ago I bought a car that ended up being a lemon. The car was purchased with an extended warranty contract with cars protection Plus in March of 2022 for $2500. The company does not cover what was advertised when I initially agreed to purchase it with the lemon I bought from the dealership. Currently I have put almost $4,000 already into repairs on the vehicle. I need a catalytic converter, a fan, and engine oil cooler lines as well as transmission oil cooler lines that need repaired at this time now. The estimate of those repairs is a little under $5,000. The mechanic shop waited 2 weeks for the extended warranty company to get a hold of them and never received a phone call from them after they were sent an estimate. I was advised to call the cars protection Plus and find out what was going on. When I called on January 27th of 2023 after the mechanic shop in I waited almost 3 weeks I was informed that they had to remind their agent to follow up and discuss the claim. It has been an ongoing battle with cars protection Plus to get them to cover what was advertised to us at the dealership as they barely cover a quarter of any of the repairs that I've had to make to my car. The car was a little more than $12,000 to purchase and the service contract was $2,500 and I feel as though both cars protection Plus and Zeller motors company have advertised false services. I have put almost the same amount of money into a car that I'm making payments on to fix it as what I bought it for. It has been almost a month and still have not heard anything back from cars protection Plus. I called the mechanic today February 1st and was told that car's protection was supposed to get a hold of me and they still have not. I would like a refund of at least $1250 of the 2500 that was used to purchase the contract. There is no point to paying for a service that will not cooperate after they have been paid for the service already in advance.

  Business Response

  Date: 02/03/2023

  February 03, 2023
  RE:          2012
  CHEVROLET CRUZE LT
                 CONTRACT
  NO.: *********
                 OUR
  FILE NO.: ******
                 BBB
  COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The Cars Protection Plus Inc. (“CARS”) Customer Care
  Department is in receipt of the customer’s BBB complaint requesting to cancel
  their Vehicle Service Contract due to difficulties with a mechanical claim:
  
  CARS has attached a copy of the customer’s Vehicle Service
  Contract to clear up any confusion over what type of coverage the customer
  purchased.
  
  Although the customer has never contacted CARS directly
  about cancelling their Vehicle Service Contract, they can do so by filling out
  the attached cancellation form and returning it using the information at the
  bottom of the form or via email at [email protected].
  Regarding how any available refund would be processed, please see highlighted
  Provision 7. (a.): CANCELLATION PROVISIONS - ALL REQUESTED CANCELLATIONS/REFUNDS
  MUST BE IN WRITING AND WILL BE PROCESSED THROUGH YOUR LIENHOLDER, IF ANY, OR
  YOUR SELLING DEALER. IF FINANCED, YOU AGREE YOUR LIENHOLDER IS A JOINT PAYEE TO
  RECEIVE ANY APPLICABLE REFUND. ANY CANCELLED CONTRACT IS VOID AND WILL NOT BE REINSTATED. a. CANCELLATION BY SERVICE CONTRACT HOLDER: You may cancel this Service
  Contract at any time by notifying Us. After 20 days, or if a claim was made
  within the first 20 days from the Effective Date, You will receive a pro rata
  refund of the Service Contract price for the unexpired term of the Service
  Contract based on the number of elapsed months or miles, less any claims paid
  or approved for payment, less an administration/cancellation fee not exceeding
  $50.00.
  
  On January 17, 2023, the customer’s repair facility opened
  up a mechanical claim on behalf of their vehicle for a catalytic converter,
  electric cooling fan motor, transmission lines and an oil cooler. CARS’ claims
  adjuster requested the repair facility submit an estimate for the repairs.
  
  On January 27, 2023, after receiving and reviewing the
  estimate, CARS’ claims adjuster contacted the repair facility who stated the
  vehicle was no longer there; therefore, the mechanical claim was closed.
  
  CARS apologizes this customer’s repair facility had
  difficulty working through a mechanical claim with CARS and if the customer
  chooses not to cancel their Vehicle Service Contract, they can have a repair
  facility open a new mechanical claim by following the claims procedures in the
  Terms and Conditions.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachments

  Customer Answer

  Date: 02/06/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  There has been many times over that the car has been brought to a shop for covered parts that didn't violate contract. Contract is very wishy-washy and double standard in regards to coverage. Feel as though this company has misled customers and their mechanics on purpose and profit from fraudulent claims and ads. Even past repairs that have been made to the car that are covered were paid out of pocket by customer without reimbursement. Im a single mom and busy trying to make a living so when CARS had to be called and reminded that they are being waited on by the mechanic is bad business and is a loss of money out of my pocket that could have been made had I not had to wait for them to do their job. I encourage whoever and the BBB to read my level 3 coverage and compare it to the estimate given by the mechanic. There is no reason that only a fan would be covered and nothing else. Will never recommend this company to anyone or use this company again. Will probably cancel contract in the near future once talk with an attorney because I am not paying a company for being ignorant, lazy, or full of excuses and false claims. 
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:01/20/2023

  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’ve had very poor service- I have not been able to use my plan and now I’m told I can’t get a prorated refund -
  I am either told it’s not covered, or you are closed, my shop says you didn’t call back for an authorization- or I paid because you were closed and you would not reimburse my covered repair. Plus your phone support is poor- long hold times, poor hours and rude.
  last 8 of the *** ********

  Business Response

  Date: 01/25/2023

  January 25, 2023
  RE:          2016 RAM
  PICKUP 1500 BIG HORN
                 CONTRACT
  NO.: ********
                 OUR
  FILE NO.: ******
                 BBB
  COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The Cars Protection Plus Inc. (“CARS”) Customer Care
  Department is in receipt of the customer’s BBB complaint and responds as
  follows:
  
  On June 22, 2021, the customer contacted CARS for
  undiagnosed vehicle issues and CARS’ customer service representative reviewed
  the claim procedures, specifically that the vehicle could be taken to the repair
  facility of the customer’s choosing as long as the repair facility was willing
  to work with CARS and call CARS before anything on the vehicle was repaired or
  replaced.
  
  On June 28, 2021, a repair facility opened a mechanical
  claim on behalf of the customer’s vehicle for an oil pressure switch and CARS’
  claims adjuster advised the repair facility that CARS could not assist as this
  component was not listed for coverage on the customer’s Vehicle Service
  Contract. CARS has attached the customer’s Vehicle Service Contract containing
  the complete list of covered components.
  
  On July 02, 2021, a second mechanical claim was opened on
  behalf of the customer’s vehicle for a power window switch. CARS’ claims
  adjuster quoted the repair facility the assistance amount that could be offered
  toward the repairs and requested the repair facility review the information
  with the customer and then contact CARS to obtain authorization. The repair
  facility made no further contact with CARS regarding this mechanical claim.
  
  On August 02, 2022, the customer contacted CARS requesting
  reimbursement for repairs already completed on the vehicle, a wheel hub and
  bearing assembly. CARS’ customer service representative explained there could
  be no assistance as the repairs were made without an authorized claim and that
  the claim procedures had to be followed. Please see the customer’s attached
  Vehicle Service Contract at highlighted Provision 3. (c.): COMPONENTS AND
  EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): c. Any
  repair done without prior authorization from US.
  
  The claim procedures were reviewed with the customer during
  their initial phone call to CARS and can also be located in the Terms and
  Conditions of the customer’s Vehicle Service Contract at Provision 5.
  
  On January 20, 2023, the customer contacted CARS requesting
  to cancel their Vehicle Service Contract and both a CARS customer service
  representative and CARS’ customer service supervisor reviewed the cancellation
  provisions with the customer. This information has been highlighted as well.
  See Provision 7. CANCELLATION PROVISIONS - ALL REQUESTED
  CANCELLATIONS/REFUNDS MUST BE IN WRITING AND WILL BE PROCESSED THROUGH YOUR
  LIENHOLDER, IF ANY, OR YOUR SELLING DEALER. IF FINANCED, YOU AGREE YOUR
  LIENHOLDER IS A JOINT PAYEE TO RECEIVE ANY APPLICABLE REFUND. ANY CANCELLED
  CONTRACT IS VOIDAND WILL NOT BE REINSTATED. c. After 20 days from the
  Effective Date, there is no refund except in the case of a total loss, as
  determined by the insurance carrier, or repossession by the lienholder, and as long as no claim was made.
  
  Here, the customer can cancel their Vehicle Service
  Contract; however, there is no refund available. If the customer does not
  cancel they are still able to follow the proper claim procedures and have a
  repair facility open a mechanical claim should the need arise within the remaining
  Vehicle Service Contract term.
  
  CARS apologizes if the customer feels they experienced poor
  customer service as customer satisfaction is important to CARS. CARS will continue
  to strive to review each customer’s Vehicle Service Contract information with
  them in a timely and professional manner.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:01/17/2023

  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.

  On 1/10/23, brought the car in for a wheel bearing. Claim denied, even though in contract. Discussed fuel issue, referred to mechanic. Mechanic was refused claim. I contacted Cars protection plus and they refused the claim after sending me to get the repair.
  
  They accepted the money for the insurance and refuses payment, due to policy. Cars protection plus is a scam..

  Business Response

  Date: 01/25/2023

  January 25, 2023
  RE:          2009
  JEEP COMMANDER SPORT
                 CONTRACT
  NO.: *********
                 OUR
  FILE NO.: ******
                 BBB
  COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The Cars Protection Plus Inc. (“CARS”) Customer Care
  Department is in receipt of the customer’s BBB complaint regarding vehicle repairs
  and responds as follows:
  
  On November 10, 2022, the customer contacted CARS to request
  reimbursement on wheel bearings that had already been replaced on the vehicle
  and to notify CARS that the locking ring module on the vehicle’s fuel pump was
  leaking. CARS’ customer service representative explained there could be no
  assistance on the wheel bearings as there was no authorized claim. Please see
  the customer’s attached Vehicle Service Contract at highlighted Provisions 5. (b.
  and e.): SERVICE CONTRACT CLAIM PROCEDURES: FAILURE BY YOU OR YOUR
  REPAIR FACILITY TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN
  CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: b. Your
  repair facility must call 888-335-6838 to open a claim BEFORE any repairs have
  begun. e. Your repair facility MUST provide Us with an estimate for the
  covered repair in order to obtain an Authorization number BEFORE any repairs
  have begun. ANY REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE DENIED.
  
  During this same phone call CARS’ customer service
  representative reviewed the claim procedures for the other issue. The customer
  asked CARS’ customer service representative if the issue was covered and CARS’
  customer service representative explained that CARS would need the cause of
  failure to determine assistance.
  
  On November 17, 2022, a repair facility opened a mechanical
  claim on the customer’s vehicle for a fuel pump module assembly and CARS’
  claims adjuster explained that the fuel pump assembly was not a covered
  component on the customer’s Vehicle Service Contract; therefore, CARS could not
  assist with the repair. CARS apologizes for the confusion over this matter;
  however, CARS’ customer service representatives cannot review coverage on a
  symptom only a specific component. In the customer’s attached Vehicle Service
  Contract there is a complete list of covered components the customer can review
  to help avoid any confusion in the future.
  
  Here, the customer had the wheel bearings repaired without
  authorization from CARS and the fuel pump assembly is not listed for coverage
  on the customer’s Vehicle Service Contract; therefore, CARS could not assist
  with the repairs.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• 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.

  I paid $3000 for a car protection plus plan. My car needs a new alternator. The dealership called car protection plus and was told that they would only cover $300 of the expense (only a small portion). That left me with a $750 bill. The alternator should be completely covered and is not part of the exclusions part of the contract. There is no reason I should be paying $750 when I have a warranty. I should only have to pay a $100 deductible- that’s it. I tried calling cars protection plus 4 times and left 4 voicemails. No one has picked up the phone or called me back. Also I emailed them and no one is responding to my email. It is impossible to get a hold of anyone. This is a scam and they should be sued for not sticking to their contract. It is not okay to sell someone something and then not cover what is in the contract.

  Business Response

  Date: 01/25/2023

  January 25, 2023
  RE:          2019
  NISSAN ROGUE S
                 CONTRACT
  NO.: *********
                 OUR
  FILE NO.: ******
                 BBB
  COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The Cars Protection Plus Inc. (“CARS”) Customer Care
  Department is in receipt of the customer’s BBB complaint regarding the
  authorized assistance amount for a mechanical claim and responds as follows:
  
  On January 13, 2023, a repair facility opened a mechanical
  claim on behalf of the customer’s vehicle. CARS’ claims adjuster used the Terms
  and Conditions of the customer’s attached Vehicle Service Contract to
  adjudicate the claim and reviewed with the repair facility the customer’s
  options on how to proceed. The customer had the option to take the allowance
  for the claim and have the repair facility supply the parts or have CARS ship
  CARS’ supplied parts and assist with the labor. The repair facility stated the
  customer would be using the allowance.
  
  The customer’s Vehicle Service Contract does not offer full
  coverage, it is designed to offset the cost of repairs. CARS has highlighted
  some important information regarding how this customer’s claim was adjudicated.
  See Provision 2. (a., vi.): SCHEDULE OF COVERAGE: a., vi. LABOR
  & DIAGNOSTICS: The authorized time for a covered repair will be based on
  the Mitchell’s ProDemand labor guide. The hourly labor rate assistance will be
  the repair facility’s rate up to $125.00 per hour. Should Your repair
  facility’s rate exceed this amount, You are responsible for the difference. See
  also Provision 5. (e.): SERVICE CONTRACT CLAIM PROCEDURES: FAILURE,
  BY YOU OR YOUR REPAIR FACILITY, TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY
  AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES
  LISTED BELOW: e. We have the option to select used, rebuilt or
  aftermarket components when authorizing repairs.
  
  Currently CARS is waiting on the repair facility to submit
  the completed final invoice so CARS can issue payment for CARS’ portion of the
  mechanical claim.
  
  Regarding the customer’s frustration over leaving four (4)
  voicemails and sending an email without getting a response, CARS has never
  received a voicemail from CARS’ contract holder. There were four (4) voicemails
  received from the phone number provided in the BBB complaint; however, this phone
  number does not match the phone number on the customer’s Vehicle Service
  Contract nor was the person who left the voicemails CARS’ contract holder. All
  voicemails were received on the same date the BBB complaint was filed and the
  person who left the voicemails did not leave any type of identifying contract
  information.  CARS also does not have a record
  of receiving an email regarding this customer’s Vehicle Service Contract. It is
  possible that one was sent and did not contain the information needed to locate
  the corresponding Vehicle Service Contract.
  
  Please be advised that CARS cannot review mechanical claim
  information with anyone other than CARS’ contract holder unless CARS’ contract
  holder has given CARS authorization to do so.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• 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.

  On Jan. 3rd I had issues with my 2013 GMC arcadia AWD I called the company and explained the situation about the car. Was told that I can call for roadside assistance and they would explain how that worked. I proceeded to call the number that was given to me. When I got in touch with someone from that department they told me that the company only provides up to 50dollars for tow and that I would have to come out of pocket for the rest of the tow. I would have to come out of pocket 152.32 dollars. I got it towed through my car insurance eventually to Midas located in Stamford, C.T. I explained to Midas that I had this company Cars Protection Plus to help with the claim on the car. I gave Midas time to start the claim and to speak with the company. I called Midas back on Jan 5th and they told me the C.P.P did not cover diagnostics and that they reimburse 75 dollars for 1hour of labor for the diagnostics mind you Midas charges 156.54 dollars for diagnostics so again im out of pocket 81.54 dolllars as well for this. The person I spoke to at Midas also explained that since they only pay 75 dollars an hour for mechanic labor that I would have to pay the difference of 155 dollars -75 dollars equating to an 80 dollar difference out of pocket for every hour. On Jan 9 I made my way to Midas I sent them emails at the store giving them the breakdown of the level that the car was covered under. Which is level 3 according to C.P.P. While I was there the associate told me what was wrong with the car. It needs a starter pump and fuel pump. The associate said he was writing a statement and emailing it to them and myself. Now it is Jan 16 I tried to speak to a claims manager at C.P.P first he was very rude. Yelled at the top of his lungs at me did not let me explain anything to him. He also blocked my account for the day claiming that I had someone else trying to do a claim which my sister was on the phone so I can add her on to speak on my behalf because I have a speech impediment.

  Business Response

  Date: 01/23/2023

  January 23, 2023
  RE:          2013 GMC
  ACADIA SLE-2
                 CONTRACT
  NO.: ********
                 OUR
  FILE NO.: ******
                 BBB
  COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The Cars Protection Plus Inc. (“CARS”) Customer Care
  Department is in receipt of the customer’s BBB complaint and responds as
  follows:
  
  In the customer’s complaint they are upset about the dollar
  amount offered to them for roadside assistance, diagnostics coverage and the hourly
  labor rate paid on mechanical claims. The assistance regarding these items is
  determined by the Vehicle Service Contract purchased by each individual
  customer. Attached is the customer’s Vehicle Service Contract in which CARS has
  highlighted the coverage information in relation to these concerns. The
  customer’s chose Vehicle Service Contract labor rate coverage is up to $160.00
  per hour, which is in excess of the repair facilities labor rate.
  
  On January 03, 2023, a repair facility opened up a
  mechanical claim on behalf of the customer’s vehicle stating the vehicle would
  not start and the stabilitrak light was on. The repair facility informed CARS
  they would diagnosis the vehicle and contact CARS.
  
  On January 10, 2023, the repair facility called CARS and
  stated the vehicle needed a fuel pump and a starter motor. On this same date
  CARS’ claims adjuster reviewed the customer’s options on how to proceed with
  the repair facility. CARS’ claims adjuster gave the dollar amount CARS could
  offer as an allowance towards the repairs using shop supplied parts OR explained
  that the customer can choose to have CARS’ ship CARS’ supplied parts and assist
  with the labor. The repair facility has not contacted CARS yet with the
  customer’s decision.
  
  CARS is waiting on the shop’s response.  Once the repair facility provides the
  customer’s decision to CARS the repairs can be authorized.
  
  CARS apologizes for the trouble the customer had trying to
  give authorization for someone to speak on their behalf. CARS has added the
  authorization to the customer’s account using the written request to the BBB of
  Western Pennsylvania as well as recorded phone calls from CARS phone system.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:01/11/2023

  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.

  This company holds the warranty on my used car, which was purchased on September 22nd and warranties by Cars Protection Plus for 3 months. On December 19th, it was determined by a Subaru dealership that my engine needs to be replaced, which is covered under the terms of this used car warranty with Cars Protection Plus. Subaru provided written documentation of this need for an engine replacement on December 19 (within the term covered by this extended warranty). However, Cars Protection Plus Is refusing to cover the cost of the repair because they said that Subaru did not properly contact Cars Protection Plus to document this claim. However, the terms and conditions of their warranty agreement not explicitly state this must be done by the dealership. This is an example of a business trying to get out of their customer obligations despite clear evidence of this issue existing clearing within the warranty period. The dealer who originally sold me the car (and the warranty) also believes this demonstrates poor business ethics on behalf of cars protection plus.

  Business Response

  Date: 01/20/2023

  January 20, 2023
  RE:          2013
  SUBARU OUTBACK 2.5I PREMIUM
                 CONTRACT
  NO.: *********
                 OUR
  FILE NO.: ******
                 BBB
  COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The Cars Protection Plus Inc.(“CARS”) Customer Care
  Department is in receipt of the customer’s BBB complaint regarding obtaining repairs
  for their vehicle on an expired Vehicle Service Contract and responds as
  follows:
  
  In the customer’s complaint they stated that their Vehicle
  Service Contract does not state a repair facility must open a mechanical claim.
  This is not true. Please see the customer’s attached Vehicle Service Contract
  at highlighted Provision 5. (b.): SERVICE CONTRACT CLAIM PROCEDURES: FAILURE BY YOU OR YOUR REPAIR FACILITY TO FOLLOW THESE CLAIM PROCEDURES MAY
  DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM
  PROCEDURES LISTED BELOW: b. Your repair facility must call 888-335-6838
  to open a claim BEFORE any repairs have begun. See also highlighted
  Provision 4. (j.): PROVISIONS OF THE SERVICE CONTRACT: j. A claim
  should be opened during normal business hours and while Your Service Contract
  is active.
  
  This customer’s Vehicle Service Contract expired by date on
  December 22, 2022 and the first incoming call CARS received from the customer
  was on January 04, 2023. CARS has never received an incoming call from the
  customer’s repair facility.
  
  CARS does not assist with repairs to vehicles that do not
  have active Vehicle Service Contracts.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:01/10/2023

  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.

  12/16/22-current Company is refusing to pay to replace air springs as outlined in tier 2 service agreement with subsidiary Liberty Shield. Was told at first everything was approved 12/16/22. (ABS module and air spring replacement). Then were told the inspector that was sent did not see issue with suspension system(Mercedes gl450 is all but sitting directly on tires.) was told by multiple reps and a supervisor send video of the failure. We sent two videos of car being raised and lowered where u see the spring broken, but was told they need a video showing the air leak coming from the springs. We are getting run of the mill from Liberty Shield as it's a different answer every communication whether I call or my spouse calls. We were even told we would have to pay for another inspector to go visit the repair shop. The first inspector never inspected the actual suspension system and when we asked why not no one can answer that. We just want them to take care of the repair we wouldn't have issued a claim if the contract did not state it's covered. It's been several weeks and we are down to one vehicle because they will not approve and we both work while having 5 children.

  Business Response

  Date: 01/19/2023

  January 19, 2023
  RE:          2012
  MERCEDES-BENZ GL-CLASS 450 4MATIC
                 CONTRACT
  NO.: *********
                 OUR
  FILE NO.: ******
                 BBB
  COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The Cars Protection Plus Inc.(“CARS”) Customer Care
  Department is in receipt of the customer’s BBB complaint regarding the
  mechanical claims on their vehicle and responds as follows:
  
  On November 29, 2022, a repair facility opened a mechanical
  claim on behalf of the customer’s vehicle for a failed ABS module and leaking
  front air struts.
  
  During the adjudication of this mechanical claim a third-party
  inspection was ordered on the customer’s vehicle and the independent inspectors’
  findings were as follows:
  
  Extent of Damage: Inspector
  verified the suspension is not rising to proper riding height. The front struts
  were new and there were no signs of leakage. The suspension pump was running
  and stopping intermittently but the system was not responding to the signal
  from the leveling switches. The shop diagnostic is a failed control module. Inspector
  agrees with the diagnosis.
  Inspector’s Cause of Failure: Findings listed are consistent with an internal component failure of the
  suspension control module.
          Inspector’s
  recommended repair: Replace the ABS control module.
  
  Here, neither the inspector nor the repair facility’s
  technician found a failure with the vehicle’s air springs.
  
  On December 16, 2022, CARS’ claims adjuster contacted the
  repair facility with authorization for the ABS module clarifying that there
  could be no assistance offered for the air springs as there was no failure
  demonstrated.
  
  On December 21, 2022, the customer called and spoke to a
  CARS’ claims adjuster who explained the denial of the air springs. CARS’ claims
  adjuster explained there was no failure to the air springs demonstrated and
  that if the failure was to the air supply line or air suspension compressor
  then the repair would not be covered as those components were not listed for
  coverage on the customer’s Vehicle Service Contract. The customer asked if
  another inspection could be completed on the vehicle and CARS’ claims adjuster
  reviewed that CARS would not pay for the second inspection if one was ordered.
  CARS’ claims adjuster also reviewed that the shop could send a video of the failed
  air springs to possibly avoid a second inspection being completed at the cost
  of the customer or repair facility.
  
  On December 23, 2022, CARS received videos from the repair
  facility; however, these did not demonstrate a failure to the air springs either.
  This information was reviewed with the customer that day.
  
  On January 06, 2023, the same repair facility opened a new
  mechanical claim on behalf of the customer’s vehicle for front air springs.
  CARS’ claims adjuster explained that due to the repair facility’s inability to
  demonstrate a failure to the air springs during the third-party inspection that
  took place on the previous mechanical claim a second inspection would be needed
  to verify the failure. CARS’ claims adjuster explained that this fee would need
  to be paid by the customer or the repair facility.
  
  On January 12, 2023, the repair facility called and spoke to
  a CARS’ claim adjuster stating that after further diagnostics on the vehicle it
  was determined that all four air springs had been replaced and were not
  leaking. The repair facility informed CARS’ claims adjuster that the failure
  was actually a leaking air supply line, valve block and air suspension
  compressor. CARS’ claims adjuster informed the repair facility that these
  components were not listed for coverage on the customer’s Vehicle Service
  Contract; therefore, CARS could not assist with the repairs.
  
  CARS hopes this information is helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment