Auto Warranty Processing
C.A.R.S Protection Plus IncComplaints
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
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 ComplaintThe 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:11/16/2022
Type:Order IssuesStatus: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
laInitial Complaint
Date:11/15/2022
Type:Service or Repair IssuesStatus: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
laCustomer 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 IssuesStatus: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 CUSTOMERBusiness 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
laCustomer 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
laInitial Complaint
Date:11/02/2022
Type:Service or Repair IssuesStatus: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
laInitial Complaint
Date:10/21/2022
Type:Sales and Advertising IssuesStatus: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 contractBusiness 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
attachmentsInitial Complaint
Date:10/20/2022
Type:Service or Repair IssuesStatus: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
AttachmentInitial Complaint
Date:09/19/2022
Type:Service or Repair IssuesStatus: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
AttachmentInitial Complaint
Date:09/18/2022
Type:Product IssuesStatus: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
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AttachmentInitial Complaint
Date:08/23/2022
Type:Product IssuesStatus: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 DepartmentCustomer 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 DepartmentInitial Complaint
Date:08/08/2022
Type:Service or Repair IssuesStatus: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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