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C.A.R.S Protection Plus Inc

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

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C.A.R.S Protection Plus Inc has 2 locations, listed below.

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    Customer Complaints Summary

    • 125 total complaints in the last 3 years.
    • 39 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/16/2022

      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 a used vehicle on 09/13/2022 from a dealership in Dallas, TX. The dealer also sold me a warranty for three months/4.5k miles for $350 additional. (contract no. *********)

      The transmission on the car failed on 10/17/2022, and I took it to a local, certified transmission shop and filed a claim with Cars Protection Plus, who insisted on paying for and shipping the cheapest, used junkyard transmission they could find, instead of a new or rebuilt one. They authorized the repair per the contract and sent the authorization number to the repair facility.

      The wrong transmission was shipped to the repair shop ETA was 10/27/2022, with no follow up or relevant paperwork. The shop didn't know what the transmission was for. I had to spend a lot of time on the phone with Cars Protection Plus and got the problem sorted out. The wrong transmission was shipped back, and the new one was shipped on 11/11/2022 with and ETA of 11/15/2022, which was yesterday, and it still hasn't shown up.

      I spoke with the Cars Protection Plus adjuster just now, and once again he's going to track down the vendor and try to get some information about where the part is.

      My car has now been in the shop for almost 5 weeks, and I'm losing money every day that I can't use it for my business. I would like to see this company follow through with their end of the contract and make sure the part that they wanted to provide actually get to my mechanic so he can finish the six-hour job and get me back on the road.

      Having my car in the shop for this long is untenable for a simple transmission swap.

      Business Response

      Date: 11/22/2022

      November 22, 2022,
      RE:           2013
      MAZDA5 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 *7, 2022, a repair facility opened up a
      mechanical claim on behalf of the customer’s vehicle for issues with the
      transmission. On this same date a CARS claims adjuster asked the repair
      facility to perform further diagnostics to determine the cause of failure to
      the transmission and to supply CARS with this information.

      On October *9, 2022, after reviewing the information
      supplied by the customer’s repair facility, a CARS claims adjuster spoke to the
      repair facility and reviewed the customer’s options on how to proceed with the
      repairs to the vehicle’s transmission. The customer had the option to utilize
      the claim allowance or have CARS ship CARS’ supplied transmission and assist
      with the labor. The repair facility stated that the transmission CARS found had
      less mileage than the one the repair facility found and requested CARS ship the
      transmission. CARS’ claims adjuster reviewed with the repair facility the need for
      customer approval on shipping the CARS’ supplied transmission as it would take
      a week to arrive at the repair facility. Later that day a CARS claims adjuster
      spoke to the repair facility again. The repair facility stated they had spoken
      to the customer who had agreed to have the CARS’ supplied transmission shipped.
      CARS’ claims adjuster placed the order for the transmission that same day.

      On November 09, 2022, the customer contacted CARS stating
      CARS’ supplied transmission had not arrived at the repair facility. CARS’
      claims adjuster contacted the repair facility and verified this information.
      CARS’ claims adjuster immediately contacted the parts supplier about the issue.
      The parts supplier contacted the repair facility and found out CARS’ supplied
      transmission had been there since the previous week; however, the wrong
      transmission had been shipped. The parts supplier worked with the repair
      facility to rectify the situation and shipped the correct transmission with a
      new ETA of November *5, 2022.

      On November *6, 2022, the customer contacted CARS stating
      the replacement transmission had not arrived at the repair facility. CARS’
      claims adjuster contacted the parts supplier and was given a new ETA of
      November 21, 2022. The shipping delay on the second transmission was not
      something CARS or the parts supplier had control over. CARS has tracked the
      CARS’ supplied transmission and confirmed delivery to the repair facility on
      November 21, 2022.

      CARS apologizes for the inconvenience resulting from the
      first transmission. Once the repair facility has completed the repairs, CARS
      will issue prompt payment upon receipt of a completed final invoice.

      CARS hopes this was helpful to your inquiry.

      Sincerely,

      The Customer Care Department
      la
    • Initial Complaint

      Date:11/15/2022

      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 purchased a used car for my teenage daughters from a small dealer. This car if purchased at the list price came with a 6 month powertrain warranty so considering the car was a 2008 we chose this option in case anything major went wrong. On 10/12 a little over 3 weeks after purchasing the car my teenage daughter was driving home and the check engine light went on. We told her to immediately drive it to our mechanic in town which she did. They did a diagnostic and determined that the cylinders were misfiring. They immediately put a claim into Cars Protection Plus. After performing some tests our mechanic determined that the valve was leaking and the cylinder head would need to be removed. This was done and the determination was a faulty valve. The Cylinder head gasket was removed and a valve job was performed. The claim was originally denied because initially the machine shop blew out the valves and CPP said it was mantainance which it was not. My mechanic advocated for them to cover something and I called. I was told a manager would call me (never did). I reached out to the dealer who we purchased the car from. He spoke to the rep who was supposed to call me (never did). The car came back and the cylinder was still misfiring. It was sent back and the cylinder heads and valves were replaced. My mechanic put in another claim- they asked for more paperwork twice and this was also denied with no explanation. Our contract is pretty clear that these types of repairs should be covered. The entire process was very frustrating and the claims adjusters were rude and defensive. I, as well as my mechanic spent hours on the phone waiting to talk with someone. As mentioned before I twice asked to speak to a manager but never received a call back. I would like to receive payment for the job done. If not I will file a claim in small claims court.

      Business Response

      Date: 11/21/2022



      Dear BBB of Western Pennsylvania,

      The Cars Protection Plus Inc. (“CARS”) Customer Care
      Department is in receipt of the customer’s BBB complaint regarding the
      mechanical claim on their vehicle and responds as follows:

      On October 17, 2022, a repair facility opened a mechanical claim
      on behalf of the customer’s vehicle stating there was an issue with the intake
      valve on cylinder one (1).

      On October 19, 2022, after CARS spoke to the customer, a
      CARS claims adjuster called the repair facility and reviewed the repair
      facility needed to get the customer’s authorization to tear-down the vehicle to
      determine the cause of failure and extent of damage before any repair
      authorization could be given. CARS’ claims adjuster also reviewed that any
      repairs done without authorization would be denied.

      On October 20, 2022, the repair facility called and spoke to
      a CARS claims adjuster advising them the valve was bent. CARS’ claims adjuster
      again advised the repair facility that CARS would need to know what caused the
      bent valve and the extent of damage to the vehicle.

      On October 21, 2022, the customer called and spoke to a CARS
      claims adjuster to verify the issue was covered. CARS’ claims adjuster reviewed
      with the customer that CARS was still waiting on the repair facilities findings
      and needed the cause of failure to proceed. CARS reviewed with the customer
      that CARS could not authorize a repair on a symptom as it may not fix the
      entire problem.

      On November 03, 2022, the repair facility called and spoke
      to a CARS claims adjuster stating the machine shop had bled the lifters and
      resurfaced the cylinder head. CARS’ claims adjuster reviewed with the repair
      facility that this is not something covered on the customer’s Vehicle Service
      Contract as there was no mechanical failure to a covered component.

      On November 11, 2022, the customer called and spoke to a
      CARS claims adjuster stating the vehicle had been put back together and it was
      still having issues. CARS’ claims adjuster reviewed with the customer that the
      repair facility needed to call CARS and in order to determine coverage CARS
      would need the cause of failure and extent of damage.  On this same date the repair facility called
      stating the machine shop had already changed the valves and machined the valve
      seats.

      On November 15, 2022, CARS received the paperwork regarding
      the completed repairs. The paperwork was reviewed and CARS’ claims adjuster
      called the repair facility to notify them there would be no assistance as there
      was never a demonstrated failure to a covered component.

      I have attached the customer’s Vehicle Service Contract and
      highlighted Provisions 5.(a) 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: a. Your Vehicle must be at a qualified repair facility, of
      Your choosing, in the United States, CAPABLE TO: (1) perform tear-down to the
      point of component failure, (2) determine cause of failure and extent of
      damage, and (3) rebuild the component, if necessary or requested. 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.

      Provision 5(i) further states, “If it is determined a
      covered component has failed and an estimate for the repairs is approved by Us,
      an Authorization number will be issued for the repair…No invoice will be
      processed without a valid Authorization number.  Here, it is clear authorization for a repair was never given since no
      Authorization number exists. The repair facility never provided CARS with the
      cause of failure or extent of damage; therefore, CARS was unable to determine
      the assistance, if any, that could be offered for the repair.

      CARS hopes this information was helpful to your inquiry.

      Sincerely,

      The Customer Care Department
      la

      Customer Answer

      Date: 11/21/2022

      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.
       

      Regards,



      ******* *******
    • Initial Complaint

      Date:11/03/2022

      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 bought a protection police for the vehicle that I bought from a car dealer. He offered me these CARS PROTECTION PLUS company. I thought it would be a good idea to accept this company's plan as the vehicle I bought was used but with a good reputation on CARFAX with one owner and all services done at the dealer. The other day when I went to the supermarket the car didn't start because of the battery, I called this company asking for assistance, they said they couldn't find my police, I was frustrated. I had to call the UBER to get to my house and take the other car to go back there jump the battery to start the car. I called this company to ask about the warranty, because overnight the battery drains and I have to jump every time I go out with the vehicle, New battery installed and every time it discharges, electrical problem. As I said, I called them, and they didn't answer, it goes to voicemail, and they never returned the call. THIS COMPANY THERE IS NO ONE TO AWNSER THE PHONE. JUST A VOICE MAIL AND AWSER MACHINE SAID WILL RETURN RIGHT WAY, BS. I read the google reviews about them, NOT GOOD. So I'll wright a review to them too. I JUST WANT TO CANCEL THE SERVICE FROM THIS COMPANY FOR NOT ATTENDING THE CUSTOMER AS A CUSTOMER

      Business Response

      Date: 11/10/2022

      November 10, 2022,
      RE:           2014
      AUDI Q7 3.0 QUATTRO TDI PREMIUM PLUS
                      CONTRACT
      NO.: *********
                      OUR
      FILE NO.: ******
                      BBB
      COMPLAINT: ********

      Dear Better Business Bureau 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 issues getting in contact with CARS and
      responds as follows:

      CARS has reviewed the incoming phone calls received from the
      customer’s phone number. The customer did call our roadside assistance company
      who was unable to locate the customer’s contract as the customer does not have
      roadside assistance as a benefit on their Vehicle Service Contract. CARS
      received one voicemail from the customer on November 02, 2022, one day before
      the customer contacted the BBB.

      CARS apologizes that the customer feels they have had an
      issue contacting CARS. CARS has customer service agents available to answer
      phone calls M-F 8:30am-5:00pm EST and does return voicemails in the order they
      are received. Customers can also contact CARS via email at [email protected].

      CARS has attached a copy of the customer’s Vehicle Service
      Contract highlighting the cancellation provisions in their state of residence as
      well as a blank cancellation form. In order to cancel, the customer needs to
      fill out the cancellation form in its entirety and return it to CARS via email
      at  [email protected].

      In the event the customer decides not to cancel their
      Vehicle Service Contract and to have a mechanical claim made on behalf of their
      vehicle, they should have their repair facility follow the highlighted claims
      procedures located in the terms and conditions of their Vehicle Service
      Contract.

      CARS hopes this was helpful to your inquiry.

      Sincerely,

      The Customer Care Department
      la

      Customer Answer

      Date: 11/13/2022

      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,



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

      Business Response

      Date: 11/22/2022

      November 22, 2022,
      RE:           2014
      AUDI Q7 3.0 QUATTRO TDI PREMIUM PLUS
                      CONTRACT
      NO.: *********
                      OUR
      FILE NO.: ******
                      BBB
      COMPLAINT: ********

      Dear Better Business Bureau 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:

      CARS has previously reviewed and answered the customer’s
      original complaints. The customer did not give a reason for the response
      rejection; however, the customer did fill out and return the cancellation form
      CARS supplied as part of the response to the original complaint.

      This customer’s Vehicle Service Contract has been cancelled
      and the available refund was processed according to the terms and conditions of
      the Vehicle Service Contract. On November 16, 2022, CARS mailed CARS portion of
      the refund directly to the customer’s lienholder. CARS has also notified the car
      dealership where the customer purchased their vehicle of the car dealerships’
      financial responsibility. The car dealership will also refund directly to the
      customer’s lienholder. CARS has attached the refund breakdown letters, already
      provided to the customer.

      Please have the customer allow two (2) weeks for their
      lienholder to receive the refunds.

      CARS
      hopes this was helpful to your inquiry.

      Sincerely,

      The
      Customer Care Department
      la
    • Initial Complaint

      Date:11/02/2022

      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 had purchased a warranty with this company on 7/9/2022. Our transmission gave out on Monday 09/3/2022. We have been trying to get this matter settled for over a month. CARS Protection has not fully rectified the situation and our car is still in the shop!

      Business Response

      Date: 11/08/2022

      November 8, 2022,
      RE:          2007
      FORD EXPLORER SPORT TRAC LIMITED
                      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 5, 2022, a repair facility opened up a mechanical
      claim on the customer’s vehicle for transmission issues. On this same date CARS’
      claims adjuster asked the repair facility to perform further diagnostics by
      dropping the transmission pan. The repair facility contacted CARS later that
      day with the results of the pan drop advising CARS there were metal shavings in
      the pan and the transmission fluid was dark. CARS’ claims adjuster notified the
      repair facility CARS would be sending a third-party inspector.

      On October 6, 2022, the independent inspection on the
      customer’s vehicle took place and CARS received the results the following day.

      On October 11, 2022, after reviewing the independent
      inspection results, CARS claims adjuster called the repair facility and
      requested they send an estimate for repairs. CARS received an estimate from the
      repair shop listing the incorrect VIN and on October 14, 2022, CARS’ claims
      adjuster notified the repair facility of the issue and had the repair facility
      send a corrected estimate for repairs.

      On October 17, 2022, after the estimate had been reviewed,
      CARS’ claims adjuster called the repair facility to explain the customer’s
      options on how to proceed with the repairs to the vehicle’s transmission. The
      customer had the option to utilize the claim allowance or have CARS ship CARS’
      supplied transmission and assist with the labor. On this same date the repair
      facility contacted CARS requesting CARS ship the transmission. CARS’ claims
      adjuster contacted the parts supplier and placed an order for the transmission
      that day. CARS was given an ETA of October 21, 2022 for the transmission to
      arrive at the repair facility.

      On October 24, 2022, the repair facility contacted CARS stating
      they had installed the CARS’ supplied  transmission and there was an issue with the
      transmission. CARS’ claims adjuster contacted the parts supplier for
      assistance.

      On November 01, 2022, CARS claims adjuster contacted the repair
      facility advising CARS had been in contact with the parts supplier and the
      customer would have two options to remedy the issue with CARS’ supplied transmission.
      The first option was the parts supplier could provide an over cost allowance of
      $400.00 to be used by the repair facility to purchase the failed component of
      the transmission and replace it. The second option was CARS would have the
      shipped transmission picked up and the customer could use the claim allowance
      toward the repairs.

      The repair facility did not want to repair the CARS’
      supplied transmission; therefore, On November 03, 2022, CARS gave a claim
      allowance toward the repair that included appropriate compensation for the
      issues with the CARS’ supplied transmission. The allowance included double the
      labor time the customer’s Vehicle Service Contract covers for the transmission repair,
      half to be paid at the shop’s labor rate which is higher than what the
      customer’s Vehicle Service Contract covers.  The allowance also included additional monies
      for the extra fluids that would be required. CARS will be picking up the supplied
      transmission at no cost to the customer or repair facility.

      CARS apologizes for the inconvenience resulting from first
      transmission. Once the repair facility has completed the repairs, CARS will
      issue prompt payment upon receipt of a completed final invoice.

      CARS hopes this was helpful to your inquiry.

      Sincerely,

      The Customer Care Department
      la
    • Initial Complaint

      Date:10/21/2022

      Type:Sales and Advertising Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This company does not like to cover issues once the shop opens your car up, took my car to the shop had to pay out of pocket for most of the repair they only covered 1300 and I was left with a $1700.00 bill and they stated they didn’t cover certain parts of the motor which it doesn’t state that in the contract

      Business Response

      Date: 10/26/2022

      October 26, 2022
      RE:           2015
      GMC YUKON DENALI
                      CONTRACT
      NO.: *********
                      OUR
      FILE NO.: ******
                      BBB
      COMPLAINT: ********

      Dear Better Business Bureau of Western Pennsylvania:

      The Cars Protection Plus Inc.(“CARS”) Customer Care
      Department is in receipt of the customer’s BBB complaint regarding the coverage
      their Vehicle Service Contract offered on a mechanical claim and responds as
      follows:

      On October 03, 2022, a repair facility opened up a
      mechanical claim on the customer’s vehicle for hydraulic lifters. CARS then
      reviewed the claim procedures with the repair facility, requesting the repair
      facility diagnose the cause of failure and extend of damage to the vehicle and
      contact CARS with their findings.

      On October 19, 2022, after all requested information was
      received and reviewed by CARS, CARS claims adjuster called the repair facility
      and went over the amount CARS could assist with for the covered repairs as
      follows: CARS was able to offer $1,571.24 for the approved parts. Per the
      customer’s Vehicle Service Contract, ********** ProDemand labor guide stated
      the repair should take 13.1 hours to complete and the customer’s Vehicle
      Service Contract would pay up to $125.00 per hour for a covered repair. In
      addition to the labor time to repair the vehicle, the customer’s Vehicle
      Service Contract also covered 1 hour of diagnostic time at the same hourly
      labor rate; therefore, total labor with diagnostics was $1,762.50. CARS claims
      adjuster explained to the repair facility that the total value of the
      authorized claim after the $100.00 deductible was $3,233.74. I have attached
      the claim assistance breakdown for your review.

      Regarding the customer’s concern about non-covered
      components, I have attached a copy of the customer’s Vehicle Service Contract
      which contains a complete breakdown of covered components in the Terms and
      Conditions. Please see provision 2. (a), (b) and (c). If a component is not
      listed for coverage in the Terms and Conditions, then CARS cannot assist with
      repairs to that component. Provision 2. (a, vi) explains how labor time,
      diagnostic and labor amounts are calculated on a covered repair.

      The October 03, 2022, mechanical claim was properly
      adjudicated per the customer’s Vehicle Service Contract.

      CARS hopes this information is helpful to your inquiry.

      Sincerely,

      The Customer Care Department

      la
      attachments
    • Initial Complaint

      Date:10/20/2022

      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 had bought a 2011 GMC Terrain SLE-2 , when i purchased the car, i paid for a warranty just in case something happened. I bought this car on 09/19/2022 and here it is 10/20/2022 The warranty company is wanting to tear my engine down just to have the adjuster deny or approve the claim. if they deny the claim i would have to pay for it when i already pay for a warranty. They have the codes from the code reader telling them what is wrong with my car, and they still don't want to cover. so what is the point of paying for a warranty when they won't cover anything. I also not even 2 weeks after buying the car, had it in the shop to fix the solenoids, warranty won't even refund for me paying out of my pocket.

      Business Response

      Date: 10/25/2022

      RE:           2011
      GMC TERRAIN SLE-2
                      CONTRACT
      NO.: ********
                      BBB
      COMPLAINT.: ********
                      CARS
      FILE NO.: ******

      Dear Better Business BBB of
      Western Pennsylvania;

      The CARS Protection Plus, Inc.
      (“CARS”) Customer Care Department is in receipt of the customer’s BBB Complaint
      regarding a tear-down request and a refund on repairs paid out of pocket and
      responds as follows:

      On October 18, 2022, a mechanical
      claim was opened on behalf of the customer’s vehicle. To date the customer’s
      repair facility has not provided the cause of failure and extent of damage to
      the vehicle. Pursuant to the Terms and Conditions of the customer’s attached
      Vehicle Service Contract at Provision 5(c), the customers 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. The customer is responsible for these charges.

      During the October 18, 2022,
      mechanical claim it was brought to CARS’ attention that the customer had paid
      for previous repairs to the vehicle without having a mechanical claim opened by
      a repair facility. Pursuant to the Terms and Conditions of the customer’s
      Vehicle Service Contract at Provision 3(c) repairs made without prior
      authorization from CARS are not covered.

      CARS hope this information was
      helpful to the inquiry. If you have any further questions, please contact CARS.

      Sincerely,

      The
      Customer Care Department

      la
      Attachment
    • Initial Complaint

      Date:09/19/2022

      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 bought a used car from a dealer and purchased this warranty with it and the warranty company had me towed to two different shops of which they knew did not accept this warranty and I had to pay $600 in cash for my repair when I asked about a refund for the warranty because it is useless they didn't even address my concern nor did the dealer. I am handicapped and I feel like they took total advantage of me the dealer and the warranty company.

      Business Response

      Date: 09/23/2022

      September
      21, 2022
      ****  *** *******
      *** ** ******* ************
      *** ******* ****** ***** ***
      *********** **  *****

      RE:      2008
      TOYOTA SIENNA CE 8-PASSENGER
                 CONTRACT NO.:  *********
                 OUR
      FILE NO.:  ******
                 BBB COMPLAINT:  ********

      Dear Better Business Bureau:

      The CARS Protection
      Plus, Inc. (“CARS”) Customer Care Department is in receipt of the
      customer’s complaint and responds as follows:


      Since the inception of the customer’s Service Contract, CARS has not
      received any telephone calls from repairs facilities advising the customer’s
      vehicle was experiencing mechanical issues. 

      Please be advised CARS does not direct or recommend customers to
      specific repair facilities.  Instead,  customers may utilize a repair facility of
      their choosing capable of following the Claim Procedures outlined on the
      customer’s attached Service Contract.  See Provision 5(a-i).

      CARS has been doing business in Florida since 2018 and customers continually
      have their vehicles repaired by repair facilities throughout the State of Florida.

      If the customer is unable or unwilling to locate a repair facility of
      his choosing capable and not willing to follow CARS Claim Procedures, the
      customer may request to cancel his Service Contract coverage. See Provision 7(a)
      in the Florida State Disclosures.  If the
      customer wishes to cancel, please have the customer contact CARS Customer Service
      Department for additional information. 

      CARS hopes
      this information is helpful to the customer’ inquiry.

      Sincerely,
      The Customer
      Care Department
      cll
      Attachment

    • Initial Complaint

      Date:09/18/2022

      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 had a protection plan paid for in full, it's time of signing contract on my vehicle. We made one claim, shortly thereafter my vehicle was totaled in an accident. I contacted the company with a request to cancel my contract and received my prorated refund. After over a month of sending emails back and forth and supplying them with all required documentation of the total, after 30 days with no responses I sent an inquiry again and received a response that because I made a claim there is no prorated refund. I requested legally binding documentation outlining their policies to not give a refund if you have a filed a claim, and I am still awaiting their response.

      Business Response

      Date: 09/19/2022

      September
      19, 2022
      VIA:  BBB website
      *** ** ******* ************
      *** ******* ****** ***** ***
      *********** **  *****

      RE:      2013
      JEEP GRAND CHEROKEE LAREDO X
                 CONTRACT NO.:  *********
                 OUR FILE NO.:  ******
                 BBB COMPLAINT:  ********

      Dear Better Business Bureau:

      The CARS Protection
      Plus, Inc. (“CARS”) Customer Care Department is in receipt of the
      customer’s complaint and responds as follows:


      During the coverage term of the customer’s Service Contract, a
      mechanical claim was opened on behalf of the customer’s vehicle on March 22, 2022.  CARS authorized and paid the claim in the
      total amount $4,040.75 per the Terms and Conditions of the customer’s Service
      Contract. 

      Upon receipt of the total loss statement from the customer’s insurance
      carrier, CARS processed the cancellation of the Service Contract; however, CARS
      was unable to issue any refund to the customer’s lienholder per Provision 7(c) of
      the Customer’s Service Contract (see attached) as follows:

      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 VOID AND WILL NOT BE
      REINSTATED.
      c. CANCELLATION BY LIENHOLDER: You
      hereby authorize Your lienholder to cancel Your Service Contract on Your behalf
      in the event of (1) Your vehicle is repossessed; (2) Your vehicle is declared a
      total loss; or (3) You default on Your obligations to Your lienholder. If
      cancelled within the first 20 days from the Effective Date, You will receive a
      full refund provided no claims have been made. After 20 days, 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.

      Here, after receiving notification of the total loss and processing the
      customer’s cancellation, CARS provided the lienholder with a letter advising
      the customer was not entitled to any prorated refund, since the claim
      previously paid in the amount of $4,040.75, and any unexpired months or miles
      remaining on the Service Contract term exceeded the purchase price of the Service Contract.

      CARS properly processed the customer’s cancellation
      due to a total loss; however, the customer is not eligible for a refund of the
      Service Contract. 

      CARS hopes
      this information is helpful to your inquiry.  If you have any further questions,

      Sincerely,

      The Customer
      Care Department
      l
      Attachment

    • Initial Complaint

      Date:08/23/2022

      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.
      Date of Contract purchased: 7/26/2022
      Date Contract Transaction Cancelled:8/17/2022
      Amount $680.00
      Contract #*********
      Dealer: Mile High Auto Sales.
      *** ** ******* **** ******* ** ***** ************ 

      I was Informed by CPP that my refund would be going to the Dealer. I spoke with the Dealer today 8/23, and He is refusing. The Dealer Rep is named ***** and knows nothing of this arrangement. He said no refund would be given.
      I’m caught in the middle as neither company will take ownership, and the contract has been cancelled. Please assist. Attached is the cancellation form that was received through email stating so.

      Please refund the refund directly to me as the Dealer is refusing.
      Ty
      ******** *****

      Business Response

      Date: 08/25/2022



      Dear
      Better Business BBB of
      Western Pennsylvania;

      The CARS Protection Plus, Inc.
      (“CARS”) Customer Care Department is in receipt of the customer’s BBB Complaint regarding the Service Contract refund and responds as follows:

      CARS received the customer’s cancellation form on
      August 17, 2022.

      Pursuant to the Terms and Conditions of the customer’s
      Service Contract at Provision 5, all refunds are to be processed through
      lienholder or selling dealer.  The refund
      check representing CARS’ portion of the refund is being processed and will be
      mailed to the selling dealer, along with a letter advising the dealer of
      dealer’s portion of the refund and the dealer’s responsibility for refunding
      the customer the total amount due in the amount of $680.00.

      Please have the customer contact CARS Customer Care if
      she does not receive her refund from the dealer; however, CARS requests time
      for the refund check to be mailed to the dealer and the dealer to process the
      refund back to the customer.

      CARS hopes this information is helpful to your
      inquiry.  If you have any further
      questions, please contact CARS.

      Sincerely,
      The Customer
      Care Department


      Customer Answer

      Date: 08/29/2022

      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.



      [Dealer is refusing to return refund even though requirements and criteria have been met. I have spoken to Dealer and he refuses. I would like refund directly to me please via check.  I’ve spoke to ***** a couple of times on this issue. The most recent was 8/22,



      Regards,



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

      Business Response

      Date: 10/06/2022



      Dear BBB of
      Western Pennsylvania:

      CARS Protection Plus, Inc. (“CARS”) Customer Care Department is in
      receipt of the customer’s additional BBB Complaint regarding her Service Contract refund and responds as
      follows:

      Please note,
      CARS reached out to the selling dealer for a status of the refund.  The selling dealer advised CARS they mailed
      check #6716 in the total amount of $680.00 to the customer, which represented
      the total amount due. 

      If the customer
      does not receive the check within the next week, please have the customer reach
      out to the dealer.

      If you have any
      further questions regarding the customer’s refund, please contact CARS.

      Sincerely,
      The Customer Care Department


    • Initial Complaint

      Date:08/08/2022

      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.
      Car Plus Canceled my warranty protection for alledge non payment on 7/7/22 when they never attempted to pull it out of my bank account, I received that information when I called to inquire about filing a claim.

      Business Response

      Date: 08/17/2022

      August 15,
      2022
      VIA:  BBB WEBSITE
      BBB of Western Pennsylvania
      400 Holiday Drive, Suite 220
      Pittsburgh, PA  15220

      RE:      VEHICLE:  2009 MAZDA CX9
                  CONTRACT NO.:
      ********
                  OUR FILE NO.:  ******
                  BBB COMPLAINT:  ********

      Dear Better Business Bureau:

      The CARS Protection Plus, Inc. (“CARS”) Customer
      Care Department is in receipt of the customer’s
      complaint and responds as follows:

      On June 7, 2022 CARS received and approved the
      customer’s Independent Service Contract (Month to Month) with payment for the
      first month of the Service Contract coverage for the customer’s 2009 Mazda CX9.
      See attached.

      On July 7, 2022, CARS again processed the
      July payment using the payment information the customer provided.  However, when CARS attempted to debit the
      customer’s card for the August payment, the customer’s financial institution
      declined payment.  The monies due for the month of August was due to CARS on August
      7, 2022, however; payment was not received by CARS. 

      Please see the Recurring
      Credit Terms of the customer’s Service Contract and Owner’s Acceptance to
      Terms.  Pursuant to the Terms, since
      payment was not made, the new Service Contract did NOT begin and the customer’s coverage was terminated. 

      Since the customer
      no longer has Service Contract coverage, no claims may be opened on behalf of the
      customer’s vehicle.

      CARS
      hopes this information is helpful to your inquiry.  If you have any further questions, please
      contact CARS.

      Sincerely,

      The
      Customer Care Department

      cll
      Attachment

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