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:01/04/2023

  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 used car for my son from a dealership on September 1, 2022. They added a service protection contract from CARS Protection Plus for 36 months , which cost $1963.00. On Tuesday, December 27th my son was at the gym. On the way there was no indication there was a problem with the car. The car wouldn't start when he tried to leave, we tried to jump it, nothing worked, so we left the car there. I called CARS Protection Plus because my service contract covers $100 for a tow. The representative I spoke with asked if the car was able to go into neutral. I told him I wasn't sure however I would call back when I tried to start it again. He explained it was important to have that information when requesting a tow because they will need certain equipment. On December 28th 2022, I called back to let them know the car will not go into neutral. The representative took all of my information and said the tow company would meet me at Lifetime Fitness around 2:03pm. I left work to meet them there, at 2:30pm they still weren't there so I called the tow company, he stated they were running behind however they should be there in approximately 40 minutes. I had to go back to work so he told me to leave the keys and payment under the car mat. When he arrived he said he couldn't tow it because he doesn't have the equipment to tow a car that won't go into neutral. This was incredibly frustrating because this was the main reason I waited to get a tow until I figured out if it went into neutral. I called CARS Protection Plus, spoke to Maria. She sent another tow company that didn't have the correct equipment, She tried to blame the tow companies, the last tow company told me they need to request a company that has wheel lifts with dollies. He gave me a list of companies that he knew had them available. I called Maria back and told her exactly what he told me. She wrote down the list of companies that I gave her. She called them, most weren't available however 3S Towing said they couldn't do it that night however they could first thing in the morning. She gave me the name and phone number of the towing company, she told me to call first thing in the morning. I called 3S Towing, he was there by 10:30am. He told me to just pay him and have CARS Protection Plus reimburse me. Maria never mentioned 3S Towing isn;t a company they use. After hours on the phone going back and forth between the claims department, customer service and roadside assistance I'm told they won't reimburse me because it wasn't set up by roadside assistance. YES IT WAS!!! When I called customer service on January 2nd 2023, I asked to speak with a manager when the representative said I wouldn't be reimbursed. He transferred me to "Dash" and gave me his extension however there wasn't a voicemail and when I called back and put in his extension 2234, it didn't actually transfer me to an extension. I would like to be reimbursed as I was not given the proper information, Your customers aren't the ones that should be doing all the work. I had two tow companies sent out without the proper equipment. I missed half a day of work for a simple tow that should have taken an hour at most. Please refund me tow expenses.

  Business Response

  Date: 01/17/2023

  January 17, 2023
  RE:          2019
  CHEVROLET EQUINOX 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 regarding issues with
  obtaining roadside assistance for their vehicle and responds as follows:
  
  The roadside assistance on the customer’s Vehicle Service
  Contract is not provided directly by CARS, it is provided by a third-party
  company.
  
  On December 29, 2022, at 1:00pm EST, the customer contacted the
  roadside assistance company using the phone number provided on the customer’s
  Vehicle Service Contract. The roadside assistance company dispatched a tow
  truck with a 60-minute ETA.
  
  On December 29, 2022, at 4:15pm EST, the customer called
  roadside assistance again and stated the tow truck that was sent was not
  capable of towing the vehicle. The roadside assistance company located another
  tow company immediately; however, the customer informed the roadside assistance
  company that there had not been enough money left with the vehicle to cover the
  out-of-pocket expense for the new tow service. The roadside assistance company
  advised the customer to contact the tow service provider directly and pay the
  overage via credit card over the phone.
  
  On December 29, 2022, at 5:23pm EST, the customer contacted
  the roadside assistance company again stating the new tow service did not have
  the type of tow truck the customer wanted. The new tow service was capable of
  towing the vehicle; however, the customer was requesting a certain type of tow
  truck. The roadside assistance company then located several other tow services
  capable of towing the vehicle; however, those tow companies did not have the
  specific type of tow truck the customer was requesting. After contacting
  multiple tow services, the roadside assistance company was able to locate a tow
  service that had the specific type of tow truck the customer requested;
  however, they would not be able to get the vehicle until the next morning. The
  roadside assistance company advised the customer of the tow services’ name and
  instructed the customer to call the roadside assistance company the next
  morning and the roadside assistance company would contact the tow service and
  have the tow truck sent.
  
  On December 30, 2022, the customer called CARS regarding
  having the vehicle towed and CARS’ customer service representative instructed
  the customer to contact the roadside assistance company directly for towing
  assistance. On this same date the customer contacted the new tow company
  directly instead of contacting the roadside assistance company as instructed;
  therefore, no assistance could be offered through the customer’s Vehicle Service
  Contract for the tow. Please see the customer’s attached Vehicle Service
  Contract at highlighted Provision 2. (c, vii): SCHEDULE OF COVERAGE: c. 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.
  
  Here, the customer’s request for a specific type of tow
  truck as well as the customer not contacting the roadside assistance company
  directly when obtaining a tow resulted in coverage issues.
  
  CARS has contacted the roadside assistance company and,
  despite the proper procedures not being followed, in a good faith effort the
  roadside assistance company will be contacting the customer and providing a
  $100.00 Visa gift card.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:01/03/2023

  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 July 12, 2022 I purchased a warranty for my vehicle from Cars Protection Plus through the car dealership. My vehicle was having some mechanical issues so I took it to a garage for repairs on 12/23/2022. I, myself, as well as the garage (High Speed Automotive) have called several times trying to get in touch with the claims department. We have left numerous detailed messages but no one has returned our calls. I am yet without a vehicle & haven’t received any contact from Cars Protection Plus. I would like for an immediate response from the company’s claim department to me & the garage to start the claim process. I am a driver & my vehicle is my source of income without it I cannot maintain my living expenses.

  Business Response

  Date: 01/12/2023

  January 12, 2023
  RE:          2017
  JEEP CHEROKEE LATITUDE
                 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 claim on their vehicle and responds as follows:
  
  In the customer’s complaint they stated their chosen repair
  facility could not reach CARS to open a mechanical claim. CARS has run the
  phone number the customer provided for the repair facility through CARS’ phone
  system and CARS has not received an incoming phone call from the repair
  facility.
  
  On January 03, 2023, two separate CARS’ claims adjusters
  contacted the customer’s repair facility at the request of the customer. One
  left a voicemail and the other left a message with a repair facility employee.
  The repair facility never returned the messages.
  
  Please be advised that CARS cannot force a repair facility
  to open a mechanical claim. If a customer’s chosen repair facility is unwilling
  or unable to work with CARS then the vehicle must be taken to a repair facility
  that is. Please see the customer’s attached Vehicle Service Contract at
  highlighted Provision 5. (a): 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: a. If Your repair facility is unwilling or unable to work
  with Us, then We reserve the right to require You to choose another repair
  facility.
  
  On January 08, 2023, the customer cancelled their Vehicle
  Service Contract and on January 10, 2023, CARS mailed a check representing CARS’
  portion of the available refund directly to the customer’s lender. The selling
  dealership will also issue a refund of their portion due for the cancellation
  of the customer’s Vehicle Service Contract directly to the customer’s lender.
  
  Please have the customer allow two weeks for their lender to
  receive both CARS’ and the selling dealership’s portions of any available
  refund.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

• Initial Complaint

  Date:12/30/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased vehicle protection from cars protection plus to cover any major vehicle repairs. My transfer case leaked fluid because of a drain plug and they are refusing to cover the expense claiming that a drain plug is not an integral part of the transfer case.

  Business Response

  Date: 01/10/2023

  January 10, 2023
  RE:           2010
  GMC SIERRA 1500 SLE
                  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 claim on their vehicle and responds as follows:
  
  On December 30, 2022, a repair facility opened a mechanical
  claim on behalf of the customer’s vehicle stating the transfer case had failed
  because all the fluid had leaked out. The repair facility informed CARS’ claims
  adjuster the transfer case drain plug had a bunch of silicone around it and
  seepage that was the cause of the fluid leak. CARS’ claims adjuster explained
  the drain plug was not listed for coverage on the customer’s Vehicle Service
  Contract; therefore, any damage caused by it would also not be covered. Please
  see the customer’s attached Vehicle Service Contract at 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 December 30, 2022, the customer contacted CARS and spoke
  to a CARS claims adjuster who explained in detail the reason for the claim
  denial. CARS’ claims adjuster explained the customer’s Vehicle Service Contract
  has a list of covered components and the transfer case drain plug is not listed
  for coverage. CARS’ claims adjuster also explained the transfer case drain plug
  is a threaded plug that screws in from the outside and is external to the
  transfer case housing; therefore, any damage caused by the transfer case drain
  plug would not be covered.
  
  Here, the seepage caused by the improperly repaired drain
  plug failure caused the transfer case failure; therefore, CARS was unable to
  assist with the repairs.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

  Customer Answer

  Date: 01/11/2023

  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,
  
  
  ******** ******

  
  

  In reference to the response to my complaint:

  Although explained in detail as stated in the CARS response, it is still a questionable business practice to not cover this failure.  

  
  

  Nowhere in the contract does it say that the "drain plug" is not covered and that it is an "external part that screws in from the outside".  Any reasonable person assumes that anything attached to any part of anything on a vehicle that, when in use is required to make the vehicle usable, is covered. 

  
  

  Speaking to many mechanics after this incident and doing a quick Google search, a drain plug is in fact a seal that "seals" fluid into the container (transfer case) to prevent leaking. A seal that has failed as per section v. SEALS AND GASKETS in the service contract is covered.  The seal had failed and caused the leak. 

  
  

  The silicone "repair" was never known to the customer who is not a mechanic and who couldn't even explain where the plug was at. Therefore the "repair" was done sometime without the customers knowledge. 

  
  

  Three examples provided explain how CARS continually uses legal loopholes to refuse to assist their customers, and in this case refuses to pay for repairs outside the control of the customer and violates their offer of coverage for payment by the consumer. 

  
  

  CARS prides itself on its BBB A+ rating but repeatedly fails to stand behind its commitment to assist customers in their time of needing to use their product.  

  Business Response

  Date: 01/20/2023

  January 20, 2023
  RE:          2010 GMC
  SIERRA 1500 SLE
                 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 response rejection and
  responds as follows:
  
  In the customer’s rejection they state that although CARS
  has reviewed the mechanical claim denial in detail it is a questionable business
  practice not to cover the failure and that it does not state in the customer’s
  Vehicle Service Contract that the drain plug is not covered. This customer does
  not have an exclusionary coverage Vehicle Service Contract meaning there is no
  list of components that are excluded from coverage. This customer has an
  inclusionary Vehicle Service Contract meaning there is a complete list of
  covered components in the terms and conditions section. If a component is not
  listed then it is NOT covered.
  
  Concerning the customer’s suggestion that the drain plug is
  a “seal” and therefore should be a covered repair. A drain plug is just that, a
  threaded plug. Also, see the customer’s attached Vehicle Service Contract at Provision
  2. (a., v.): SCHEDULE OF COVERAGE: SEALS & GASKETS: Seals and
  gaskets are covered only when required in conjunction with the
  replacement of a covered component. Additionally, cylinder head gaskets are
  covered only for combustion and coolant leaks. Intake manifold gaskets are
  covered only for coolant leaks. Seals, unless otherwise stated, are not a
  covered failure. Seals are only replaced in the instance that a covered
  component fails and the seal is required to replace that covered component.
  
  Regarding the customer’s statement that the improper repair
  was performed without their knowledge. Please see the customer’s attached
  Vehicle Service Contract at highlighted Provision 3. (i.): COMPONENTS AND
  EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): i.
  Damage resulting from any previous improper repair. If the customer is
  upset about the condition the vehicle was sold to them in, they would need to
  reach out to the dealership where the vehicle was purchased.
  
  CARS understands the customer’s frustration over their
  vehicle issues; however, CARS adjudicates each mechanical claim per the Terms
  and Conditions of each customer’s individual Vehicle Service Contract.  For this reason, CARS stands by its original
  decision.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

  Customer Answer

  Date: 01/20/2023

  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.
  
  
  Concerning CARS response to my previous rejection, in their own words they double speak on what they will and will not cover. See this section:
  
  Concerning the customer’s suggestion that the drain plug is a “seal” and therefore should be a covered repair. A drain plug is just that, a threaded plug. Also, see the customer’s attached Vehicle Service Contract at Provision 2. (a., v.): SCHEDULE OF COVERAGE: SEALS & GASKETS: Seals and gaskets are covered only when required in conjunction with the replacement of a covered component. Additionally, cylinder head gaskets are covered only for combustion and coolant leaks. Intake manifold gaskets are covered only for coolant leaks. Seals, unless otherwise stated, are not a covered failure. Seals are only replaced in the instance that a covered component fails and the seal is required to replace that covered component.
  
  They claim to cover repairs associated with certain seals that are covered within the service contract. The transfer case is a covered component in the contract. This seal (drain plug) is a component that is required to make the transfer case operational and back to an operational status.  If it is not in place, the transfer case does not work as is the case we are in. So by their own admission in the above excerpt, it should be a covered repair. The part broke, needs a seal to make it work = covered repair. 

  
  

  Additionally, I have attached photos of different styles of "threaded plugs" that are considered "seals". 
  

  
  

  But still CARS stands by their faulty decision to deny my coverage. 

  
  

  
  

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

• Initial Complaint

  Date:12/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the warranty for a 2013 bmw. The power train went out in November 2022 and they are refusing to pay for the turbo repair which will result in the car only going 25 mph. They say the turbo is not completely gone but if it was, they would pay for it. I don't think I can even legally drive a car that only goes 25 mph. The cost to me will be $3800.

  Business Response

  Date: 01/12/2023

  January 12, 2023
  RE:          2013 BMW
  3 SERIES 328I XDRIVE
                 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 claim on their vehicle and responds as follows:
  
  On November 07, 2022, a repair facility opened a mechanical
  claim on behalf of the customer’s vehicle stating the vehicle had jumped time, needed
  a serpentine belt tensioner and the wastegate had failed. CARS’ claims adjuster
  explained to the repair facility that CARS would review the information and
  contact the repair facility with instructions on how to proceed.
  
  On November 11, 2022, CARS’ claim adjuster called the repair
  facility and requested the repair facility get the customer’s authorization to
  tear down the vehicle to the point of component failure and then contact CARS.
  
  On December 05, 2022, the repair facility called CARS and
  stated the vehicle had been torn down. CARS’ claims adjuster notified the
  repair facility an independent inspection would be ordered on the vehicle.
  
  The independent inspection of the vehicle took place on December 16, 2022 and
  the third-party inspectors findings were as follows:
  Extent of Damage: During inspection the technician
  was able to show the inspector excessive play in the timing chain. The technician
  was then able to show where play in the timing chain had broken timing chain
  guides and guide pieces could be seen down in the timing area. The technician stated
  timing had jumped but the engine was not an interference motor so the valves
  and pistons should not have contacted. The technician then explained the
  wastegate failure was due to worn linkage so the ECM could not learn correct
  values when the vehicle was started and self-test was run.
  Inspectors cause of failure: Worn wastegate linkage
  for Turbo/wastegate failure. Failed timing chain.
  
  On
  December 23, 2022, CARS’ claims adjuster contacted the repair facility and
  explained that assistance could be offered for the timing chain failure;
  however, no assistance could be offered on the turbo charger as the linkage was
  the cause of failure and the linkage is not listed for coverage on the
  customer’s Vehicle Service Contract. CARS’ claims adjuster explained that any
  damage caused to a covered component by a non-covered component is not covered.
  See the customer’s attached Vehicle Service Contract at 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.” During this phone call CARS’ claims adjuster requested
  the repair facility send pictures and an estimate for the repairs in order to
  proceed with assistance on the timing chain failure.
  
  On
  January 05, 2023, CARS received the requested information; however, the
  information was too blurry to read and CARS’ claims adjuster requested the information
  be resubmitted.
  
  On
  January 11, 2023, CARS received the requested information in a clear format and
  will respond with a quote for the covered portion of the repairs per the Terms
  and Conditions of the customer’s service contract.
  
  Here,
  CARS was unable to assist with the replacement of the turbo charger as the
  turbo charger did not fail. The cause of failure was the linkage and the
  linkage is not listed for coverage on the customer’s Vehicle Service Contract.
  
  CARS
  hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department

  la

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the premium policy with them, my vehicle broke down l took it to a repair shop they didn't want to pay his price for repairs so they recommended me to another repair Company they delt with my parts are covered under there warranty but they don't want him to use the part dealer he deals with so he want warranty the job. the cost is $1800 with $100 deductible there only willing to pay $350 of it l feel I'm being ripped off by this company you can't reach anyone when you call they don't call you back in a timely manner 2 and 3 days latter and counting so my truck has been down sense Dec 13 to present trying to get my truck fixed help is needed no excuses for this when honesty loyalty is on there phone messages and Mato. They don't tell you that they want to pay a backyard Mechanic to fix your car and you have the repair men put in cheap refurbished parts in your car or you wouldn't buy there policy. Please help

  Business Response

  Date: 01/09/2023

  January 09, 2023
  RE:           2008
  GMC ENVOY SLE
                  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 December 05, 2022, a repair facility opened a mechanical
  claim on behalf of the customer’s vehicle requesting control arm bushings, ball
  joints and sway bar links. CARS’ claims adjuster explained the only requested
  component listed for coverage on the customer’s Vehicle Service Contract was
  the ball joints and gave authorization for the ball joints to be replaced on
  that very same phone call.
  
  On December 13, 2022, a second repair facility called to
  open a mechanical claim on behalf of the customer’s vehicle this time
  requesting ball joints, control arms and a wheel bearing. CARS’ claims adjuster
  explained that there could be assistance offered on the ball joints and wheel
  bearing; however, there was already an authorized claim at a different repair
  facility and CARS would need proof the original repair facility had not done
  the repairs before the new claim could proceed. CARS received the requested
  information on December 15, 2022.
  
  On December 16, 2022, CARS’ claims adjuster called the second
  repair facility and requested an estimate for the repairs needed on the
  vehicle.
  
  On December 22, 2022, after reviewing the estimate, CARS’
  claims adjuster called the second repair facility with authorization for the
  portion of the repairs that could be covered on the customer’s Vehicle Service
  Contract. This customer’s Vehicle Service Contract has a complete list of
  covered components in the Terms and Conditions and if a failed component is not
  listed then there can be no assistance offered on that component.
  
  On December 27, 2022, the second repair facility contacted
  CARS and informed a CARS claims adjuster that the customer had removed the
  vehicle from the repair facility without having the vehicle repaired;
  therefore, the mechanical claim was closed. Please see the customer’s attached
  Vehicle Service Contract at highlighted Provision 5. (a): 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: a. The vehicle MUST
  REMAIN at the same repair facility until repairs are complete.
  
  The customer’s complaint stated CARS told the customer to
  remove the vehicle from the initial repair facility.  This is not true. CARS does not recommend
  repair facilities and the customer’s attached Vehicle Service Contract did not
  require the customer to use a specific repair facility. The customer was able
  to use any repair facility willing to follow the claims procedures in the Terms
  and Conditions.
  
  Regarding the customer’s complaint about the parts CARS
  offered for the vehicle repairs. Please see the 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: e. We have the option to
  select used, rebuilt or aftermarket components when authorizing a claim.
  
  Here, CARS was ultimately unable to assist with any repairs
  as the vehicle was removed from both repair facilities after authorization for
  the repairs was given and before any repairs were completed.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

• Initial Complaint

  Date:12/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  My Volvo needed a covered repair. It was at a repair facility in Ithaca NY. My grandaughter, a college student who is 19 years old, had the car when it broke down. The alternator failed and in doing so burned out the headlights due to overcharging. The repair facility said they called the warranty company several times and was not able to reach anyone. I called several times and left messages before the repair was made. It took over 10 days for them to get back to me. Subsequently I moved forward with the repair to the tune of $496.80 to get my grandaughter back on the road in the meantime. When I finally get a callback and they say the alternator only is covered but they are not going to pay due to the fact I did not get pre approval. I tried explaining that the garage called and could not reach anyone and I could not as well. I mean, what was I supposed to do? Leave my grandaughter stranded without a car in a strange place? I did what any other person would do for a family member. Pay for the repair to keep the person safe. I paid good money for that warranty and did it in good faith. I expected that covered repairs would be taken care of. They said their policy is it needs authorization first I tried. The garage tried. This appears to be how they make money. By scamming the purchasers out of money. My warranty contract # is ********.
  I appreciate anything you can do. Thank you for your assistance

  Business Response

  Date: 12/23/2022

  
  
  Dear BBB of Western Pennsylvania,
  
  The Cars Protection Plus Inc. (“CARS”) Customer Care
  Department is in receipt of the customer’s BBB complaint regarding repairs made
  without authorization and responds as follows:
  
  In the customer’s complaint they stated the repair facility
  called CARS several times and was not able to reach anyone. CARS has run the
  repair facility’s phone number through CARS’ phone system and the repair
  facility contacted CARS three times, December 09, 2022, and did not leave a
  voicemail. Without a voicemail there was no way for CARS to know the repair
  facility needed to open a mechanical claim.
  
  The customer also states that he left several messages
  before the repairs were completed; however, CARS has also run the customer’s
  phone number through CARS’ phone system and the first call the customer made to
  CARS regarding this issue with the vehicle was on December 12, 2022, which was answered
  by a CARS customer service representative. During this conversation CARS’
  customer service representative reviewed there was no documented contact with
  the repair facility and to make sure the repair facility opened a mechanical claim
  before any repairs were made.
  
  CARS did receive two voicemails from the customer after that
  phone call, one on December 16, 2022 and one on December 19, 2022. A CARS customer
  service representative returned those voicemails on December 22, 2022 and the
  customer informed CARS’ customer service representative that the vehicle
  repairs had been completed on December 13, 2022, just one day after the customer
  had spoken to a CARS customer service representative who had reviewed the
  claims procedures. During the December 22, 2022 phone call CARS’ customer service
  representative explained there would be no assistance as the repairs were made
  without authorization from CARS. 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. See also highlighted 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: c. Your repair facility MUST provide Us with
  an estimate for the covered repair to obtain an Authorization number BEFORE any
  repairs have begun. ANY REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE
  DENIED. Here, the repairs were made without authorization from CARS; therefore,
  CARS is unable to assist.
  
  However, in a goodwill gesture, CARS is willing to offer
  assistance of $266.89, which represents the cost of an alternator and labor
  less deductible had the claim been approved.  CARS will follow up with the customer regarding payment.
  
  CARS hopes this information is helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

  Customer Answer

  Date: 12/27/2022

  
  
  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.  I do not know what the next step is in reguards to receiving the reimbursement amount agreed upon. Is that something they will send to me or do I need to contact them?
  
  
  
  Regards,
  
  
  **** *******

• Initial Complaint

  Date:11/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [Insurance contract * ** *********] [Insurance purchased 11/02/2022]
  I purchased a car from a dealership on Nov 2, 2022. The dealership provided me with a service contract with CARS Protection Plus, that is supposed to cover any repairs for the first 4,500 miles. The day after I purchased the car, I noticed that the service light was on, so I contacted the company, but they were difficult to get ahold of. Eventually, they told me that my car needs to be in the shop, and that my mechanic is supposed to call them and tell them about the issues with my car. I relayed this information to my mechanic, and a few days later, they told me they could not get ahold of CARS Protection Plus over the phone. My mechanic explained that they tried calling multiple times, being placed on hold for a while, before it led to voicemail and the call dropped. Due to this, I've tried to contact the company myself, multiple times. They leave me on hold for 10 to 20 minutes, then the automated system immediately sends me to voicemail, with no callback option or any other alternative. I've spent over an hour trying to get ahold of them. When I managed to get in touch with a representative at CARS Protection Plus, I explained the failed calls between my mechanic and I. They had no comment about it. I also told them that I received all the information from my mechanic, and I was ready to provide them with detailed notes and diagnostic codes. The representative refused to take any of the information given to me, and insisted that the mechanic needs to call them. I repeated the situation with the phone calls, and asked if they could call my mechanic, but they dismissed me, saying they could not call them. There was no explanation given, and since then I have been very frustrated. [Complaint continued into supporting documents]

  Business Response

  Date: 12/07/2022

  December 06, 2022
  RE:           2007
  NISSAN MURANO 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 trouble
  navigating our phone system regarding the mechanical claim made on behalf of
  their vehicle and responds as follows:
  
  In the customer’s complaint the customer stated that the
  repair facility tried to contact CARS multiple times. CARS has reviewed the
  phone number the repair facility provided through CARS phone system and the
  repair facility has only made one (1) phone call to CARS and did not leave a
  voicemail. All other times CARS has spoken to the repair facility have been
  initiated by the customer or CARS. The customer has called several times and
  those calls were either answered by a CARS employee or the customer was
  transferred to CARS’ voicemail and did not leave a message for a return call.
  If the customer or repair facility calls CARS and is transferred to CARS’
  voicemail they can leave a message and a CARS’ employee will return the message
  in the order it was received.
  
  On November 11, 2022, the customer called and spoke to a
  CARS customer service representative stating they were outside the repair
  facility and wanted to open up a mechanical claim on behalf of their vehicle.
  CARS’ customer service representative explained the repair facility would need
  to initiate the claim and transferred the customer to a CARS’ claims adjuster.
  CARS’ claims adjuster explained to the customer the repair facility would need
  to initiate the mechanical claim. Despite this, the customer and repair
  facility passed CARS’ claims adjuster back and forth on the phone multiple
  times, having CARS’ claims adjuster hold while they dug for information. The
  repair facility provided a list of issues and symptoms; however, the repair facility
  had not performed any diagnostics to determine what was causing the issues or
  symptoms. CARS’ claims adjuster reviewed to perform the diagnostics and contact
  CARS with the information.
  
  On November 18, 2022, CARS had not received any information from
  the repair facility; therefore, a CARS claims adjuster called the repair
  facility to check the status of the diagnostics. The repair facility stated
  diagnostics on the vehicle were scheduled to take place the next afternoon.
  
  On November 21, 2022, the customer called and spoke to a
  CARS customer service representative stating they had the diagnostics information
  for their vehicle. CARS’ customer service representative reviewed with the
  customer that the repair facility needed to provide this information. On this
  same date the customer called again and spoke to a CARS’ claims adjuster requesting
  to provide diagnostics information for their vehicle.  CARS’ claims adjuster reviewed the repair
  facility would need to contact CARS with the diagnostics information and CARS
  could not accept diagnostics information from a customer.
  
  On December 01, 2022, the customer called CARS and spoke to
  a CARS’ claims adjuster. The customer stated they were driving to the repair
  facility. CARS’ claims adjuster held on the phone while the customer drove to
  the repair facility. Once at the repair facility CARS’ claims adjuster held
  again as the repair facility was not immediately available to speak on the
  phone. Once the repair facility came to the phone, the repair facility reviewed
  with CARS’ claims adjuster that the diagnostics still had not been completed on
  the customer’s vehicle. CARS’ claims adjuster reviewed that the repair facility
  needed to contact CARS once the repair facility could provide the cause of
  failure and extent of damage to the customer’s vehicle. The customer then disconnected
  the call.
  
  To date, CARS has still not received the diagnostic
  information from the repair facility and the claim cannot progress without it.
  Please see the customer’s attached Vehicle Service Contract at highlighted 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: c. For
  any authorized claim, Your repair facility must perform a proper diagnosis as
  determined by Us to determine the cause of failure and extent of damage, which
  may include tear down to the point of component failure upon Our request.
  
  Please be advised CARS is not able to force a repair
  facility to follow the claim procedures and if the customer’s repair facility
  is unable or unwilling to work with CARS then the vehicle will have to be taken
  to a repair facility that is. See the customer’s Vehicle Service contract at highlighted
  Provision 5. (a): If Your repair facility is unwilling or unable to work with
  Us, then We reserve the right to require You to choose another repair facility.
  
  CARS hopes this information is helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

• Initial Complaint

  Date:11/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car which included a warranty as the bank requested as part of my loan. Five months after the purchase of the car, the engine blew. This company is not honoring the warranty that was purchased, which was $1100. They are saying that it is not being covered due to the fact that previous work had been done on the car, which is used. Without warranty assistance, the repair is estimated to cost approximately $8000.00. The warranty covers engine and power train.

  Business Response

  Date: 12/06/2022

  December 06, 2022
  RE:          2013
  FORD EXPLORER 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 the
  mechanical claim on their vehicle and responds as follows:
  
  On October 21, 2022, a repair facility opened up a
  mechanical claim on behalf of the customer’s vehicle stating the vehicle needed
  an engine. CARS’ claims adjuster advised the repair facility to get the
  customer’s authorization to tear down the vehicle to determine the cause of
  failure and contact CARS with the findings.
  
  On November 22, 2022, the repair facility called CARS
  stating the cause of failure was a broken camshaft cap. CARS’ claims adjuster
  requested the repair facility send pictures of the damage.
  
  On November 28, 2022, CARS’ claims adjuster reviewed the
  pictures with the repair facility. It was determined that the camshaft cap and
  cylinder head both had damage from an improper previous repair. The improper
  previous repair was the cause of the engine failure. CARS’ claims adjuster
  advised the repair facility CARS would not be able to assist with the repairs
  as the customer’s Vehicle Service Contract does not cover damage caused by any
  improper previous repair. See the customer’s attached Vehicle Service Contract
  at Provision 3. (i): COMPONENTS AND EXPENSES NOT COVERED (Applies to all
  SCHEDULE OF COVERAGE levels): Damage resulting from any previous improper
  repair.
  
  Here, due to the previous improper repair causing the damage
  to the vehicle CARS was unable to assist. Should this customer’s vehicle have mechanical
  issues in the future the customer can have a repair facility open up a mechanical
  claim by following the claims procedures in the terms and conditions of the
  Vehicle Service Contract. This customer’s Vehicle Service Contract is effective
  until May 19, 2024 or the mileage of 228,625 (whichever comes first).
  
  Cars hopes this was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

• Initial Complaint

  Date:11/25/2022

  Type:Billing 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 went and got a car from Blasius Auto Sales LLC in Grand Prairie Tx for my 17 year old son. He is making payments on its - $350 a month. Will make his 3rd payment on Dec 10th. It started having problems about 2 weeks after. He lives with his mom so they tried getting it looked at. Well we have the warranty for 3 months with Cars Protection. And they are asking all kinds of things which I understand for the shop to do, but said that we are to be paying for it for the diagnostic which the shop has taken about 5 hours or longer only cause the warranty place keeps asking for more and more instead of sending someone out to verify the info the shop is giving them. My son is still paying for this car and it needs a new engine. Warranty said they might cover some of it. But I don't see how my son or myself should pay anything out of pocket at all when we are still making payments, just made the 2nd payment while in the shop. When we got the car we went ahead and got the oil change just so the car had the sticker and my son knew when the next time it would need it to teach him responsibility and then when he put gas in the 1st time all the problems started arising. I'm not sure what to do, but I don't think we should have to come out of pocket for anything at all when we did the basic maintenance that a car needs and problems started happening. My son still owes $6300 on the car. The shop is saying the engine left or right side is starving for oil. That is nothing that can happen over night or as soon as we got the car. We should not be responsible for that at all. Someone is trying to screw us. My son saved up $4000 of his own money to put down for the car and for this to happen and to think we might lose it or be out way more plus payments. Something has to be done.

  Business Response

  Date: 12/02/2022

  December 02, 2022
  RE:          2009
  CADILLAC CTS 3.6L V6
                  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 claim on their vehicle and responds as follows:
  
  On October 26, 2022, a repair facility opened up a
  mechanical claim on behalf of the customer’s vehicle for undiagnosed engine
  issues. CARS’ claims adjuster told the repair facility CARS needed to speak to
  the customer before proceeding with the claim.
  
  On November 04, 2022, the customer called and spoke to a CARS
  claims adjuster and the customer’s mechanical concerns with the vehicle were
  reviewed. CARS’ claims adjuster then called the repair facility and left a
  message with one of the repair facility’s employees for a return call.
  
  On November 10, 2022, the repair facility returned CARS
  message and spoke to a CARS claims adjuster who advised the repair facility to get
  the customer’s authorization to tear-down the vehicle to the point of failure
  as the customer would be responsible for the cost of doing so. CARS’ claims
  adjuster explained to the repair facility that CARS would need the cause of
  failure, extent of damage and an estimate for the repairs. CARS’ claims
  adjuster reviewed to call CARS back once the repair facility had the
  information prepared. Please see the customer’s attached Vehicle Service
  Contract at highlighted Provision 3. (e): COMPONENTS AND EXPENSES NOT
  COVERED (Applies to all SCHEDULE OF COVERAGE levels): e. Diagnostic and
  tear-down charges, except as previously stated.
  
  On November 17, 2022, the repair facility contacted CARS
  stating the vehicle needed an engine; however, the repair facility had only
  completed a partial tear-down and were not able to provide an estimate for the repairs.
  CARS’ claims adjuster reviewed with the repair facility again that the repair
  facility would need to get the customer’s authorization to tear-down the
  vehicle to the point the repair facility could provide the cause of failure,
  extent of damage and an estimate for the repairs.
  
  On November 28, 2022, the repair facility contacted CARS’
  claims adjuster stating the cause of failure was a timing chain and guides that
  had failed. CARS’ claims adjuster reviewed with the repair facility that there
  would be a third party inspection ordered on the vehicle.
  
  Once CARS’ claims adjuster receives and reviews the
  inspection report provided by the third party inspector the repair facility
  will be contact by CARS’ claims adjuster on how to proceed.
  
  In the customer’s complaint they stated they should not be
  responsible for any out of pocket expenses; however, the Vehicle Service
  Contract the customer purchased is not a full coverage contract. The customer
  can review the attached Vehicle Service Contract for additional coverage
  questions.
  
  CARS hopes this information is helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

  Customer Answer

  Date: 12/02/2022

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

  
  

  This wasn't anything against them. I wasn't sure if it was for them or the dealership. Thank you for the assistance and I will be going to the dealership.   
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:11/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We (Mechanic and I) have been calling C.A.R.S Protection Plus since November 7th to file a claim with no success. Horrible customer service WHEN they answer, do not help, keep rerouting our call just to be told we are calling the wrong number and refuse to transfer or give us "the right" number. Looked all over our ID card and the number we called is the only number is there for claims. We keep calling, press 1 for claims and once answered, we are told we need to call back and press 1 for claims which is the selection we keep doing. Its been 11 days with no answer, no resolution. 11 days out of work and no transportation.

  Business Response

  Date: 11/23/2022

  November 23, 2022
  RE:           2013
  CHEVROLET SILVERADO 2500HD WORK TRUCK
                  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 their repair
  facility being unable to reach CARS to open a mechanical claim and responds as
  follows:
  
  In the customer’s complaint they stated CARS had blocked the
  repair facility’s phone number and the customer provided an ID card for their
  repair facility which included two phone numbers. CARS does not have the repair
  facility’s phone numbers blocked. CARS has run the phone numbers on the ID card
  through our phone system and the repair facility has only made one (1) phone
  call to CARS since the effective date of the customer’s Vehicle Service
  Contract.
  
  On November 17, 2022, the repair facility called and did not
  leave a voicemail. Without a voicemail there was no way for CARS to know the
  repair facility needed to open a mechanical claim.
  
  CARS has also run the phone number CARS has on file for the
  customer and there have been zero (0) calls made to CARS from that phone
  number. CARS did receive two (2) phone calls from a relative of the customer.
  The first was made on November 10, 2022, during which CARS was notified of the
  vehicle’s issues and given the number to the repair facility as the caller
  stated the repair facility had been trying to reach CARS and could not.  A CARS claims adjuster called the repair
  facility, identified who they were and the reason for their call. The repair
  facility hung up on CARS’ claims adjuster. During the second phone call from
  the customer’s relative, made on November 18, 2022, the caller stated the
  vehicle had been at the repair facility for a week, the repair facility had
  “been calling” and CARS had blocked the repair facility’s phone number. It was
  reviewed with this caller that no mechanical claim had been made, CARS had not
  blocked the repair facility’s phone number and the repair facility is who
  needed to open the mechanical claim.
  
  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 Us at 888-335-6838 to open
  a claim BEFORE any repairs have begun.
  
  If preferred, the repair facility can also visit CARS’
  website at carsprotectionplus.com/shops/ and select the link to initiate a
  claim online. This will result in the repair facility getting a phone call from
  a CARS claims adjuster to initiate the claims process.
  
  Please be advised CARS is not able to force a repair
  facility to initiate a claim and if the customer’s repair facility is unable or
  unwilling to work with CARS then the vehicle will have to be taken to a repair facility
  that is. See the customer’s Vehicle Service contract at highlighted Provision
  5. (a): If Your repair facility is unwilling or unable to work with Us, then We
  reserve the right to require You to choose another repair facility.
  
  CARS hopes this information is helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department

  la