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:08/05/2022

  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.

  Cars Protection Plus Service Contract #****** - ultimate value package for 48 months and unlimited mileage
  Purchased on 11/16/2019 at Carsmart of ******* **** ********* *** ** ******** ** ***** ********* **** ***** **** ******** ** ***** ************************* **** Chevy Camaro ***************** and mileage 82573
  Repair shop: Tire Choice **** ***** ***** **** ***** ***** ** ******* Alternator and Battery $899.62 ($560.95 for the alternator repair)
  Mileage at repair 127869
  On 7/21/2022 the vehicle would not start and was towed to the shop the warranty company suggested the next morning. After inspection, it was determined that the vehicle needed a alternator and battery. The shop reached out to the warranty company to complete the repairs. The warranty company sent an adjuster out to inspect the vehicle. The adjuster reported to the warranty company that the alternator failed due to oil saturation. The repair shop called me to inform me that the warranty company denied the claim and insisted that I call to speak with the warranty company to see why the claim was denied because the alternator was not covered in oil and the reason for denial of the claim was not legit. I called the warranty company and was told the same information that the alternator was covered in oil. I went to the shop to inspect the alternator and take pics and did not see what the adjuster was talking about. The repair shop staff were able to show me the part and even helped me take pictures to prove that the claim that the alternator was saturated in oil was not valid, The repair shop suggested that I continue to seek reimbursement for this matter as the repair shop mechanic said the repair should have been covered under warranty. I also asked the shop and the warranty company to explain to me that if the alternator was saturated in oil..why is there no evidence of an oil leak? The repair shop said there is no oil leak on this vehicle and there is no evidence of oil causing this failure

  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:      2012 Chevrolet Camaro LT
             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 Compliant regarding the Service Contract and responds as follows:
  
  The customer’s July 26, 2022 mechanical claim was
  denied as the independent inspector found the alternator was covered with oil
  as verified by the attached photograph taken by the independent inspector.  CARS denied the claim pursuant to the
  customer’s attached Service Contract at Provisions 3(f) & (q).
  
  CARS hopes this information is helpful to your
  inquiry.  If you have any further
  questions, please contact CARS.
  
  Sincerely,
  The Customer
  Care Department
  cll
  Attachments

  Customer Answer

  Date: 08/17/2022

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

• Initial Complaint

  Date:08/02/2022

  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 have been reaching out to this company for almost three months. We still have two years left of warranty on a vehicle through this company and we keep getting the run around about getting the vehicle fixed. We was told to put it in the shop in which we did and one company was having a hard time contacting them and the other shop told us that we would have to pay nearly $4000 for a transmission to be torn down and token apart to see what is cause of failure is if the warranty won’t cover it. I have emailed this company three times with no response back and I have also called. This car being broke down has cause hardship not being able to get back and forth to work. What is the point in having warranty when they hard had to contact when needed and will not respond to emails. Also we only had the vehicle a year in June 2022 and tried to take it back to the car lot and they told us they don’t want the car back or wouldn’t even switch out the vehicle and we are still paying on this vehicle. We even contacted about canceling the warranty and go through someone else but no response to us has been issued. Please help

  Business Response

  Date: 08/08/2022

  August 8, 2022
  VIA:  BBB website
  BBB of
  Western Pennsylvania
  400
  Holiday Drive, Suite 220
  Pittsburgh,
  PA  15220
  
  RE:      **** **** ******
                CONTRACT NO.:  *********
              OUR
  FILE NO.:  ******
              BBB COMPLAINT:  ********
  
  Dear Better Business Bureau:
  
  The CARS Protection
  Plus, Inc. (“CARS”) Customer Care Department is in receipt of your
  email regarding the customer’s Service Contract and responds as follows:
  On May 14, 2022, CARS received with payment and approved the customer’s
  Value Protect/Value Plus Service Contract (36 Months/Unlimited Miles).  CARS has attached a copy of the customer’s
  Service Contract for your review.
  
  Since the inception of the customer’s Service Contract four (4)
  mechanical claims have opened on behalf of the vehicle.  CARS has assisted with the repair of the
  customer’s vehicle in the amount of $200.79.
  
  First Claim:  On June 6, 2021, a repair facility advised CARS the alternator had
  failed.  On July 21, 2021, upon receipt
  of an invoice from the repair facility, CARS paid the repair facility $200.79
  to assist with the repair of the customer’s vehicle. The claim was then closed.
  
  Second Claim:  On November 29, 2021, a repair facility advised CARS the plugs, valve
  cover gasket, fuel injection ignition, control arms, coil boots, shocks and
  struts had failed. The repair facility advised they would speak to the customer
  and get back to CARS. On December 28, 2021, the mechanical claim was closed due
  to the repair facility advising the vehicle had been removed from the repair
  facility.
  
  Third Claim:  On June 20, 2022, a repair facility advised CARS the customer’s vehicle
  was experiencing transmission issues. CARS then reviewed CARS’ claim procedures
  with the repair facility.  CARS advised
  the repair facility, in order to move forward with the mechanical claim, the repair facility would need to obtain permission of the customer to
  tear-down the vehicle to the point of failure to verify the cause of failure
  and extent of damage to the vehicle.  CARS further advised the customer was
  responsible for all tear-down/diagnostic charges per the Service Contract.  The repair facility never contacted CARS to
  provide a cause of failure and extent of damage for the customer’s vehicle.
  
  Fourth Claim: On July 20, 2022, a repair facility
  advised CARS the customer’s vehicle was experiencing jerking issues. CARS then
  reviewed CARS’ claim procedures with the repair facility.  CARS advised the repair facility, in order to
  move forward with the mechanical claim, the repair facility would need to obtain permission of the customer to
  tear-down the vehicle to the point of failure to verify the cause of failure
  and extent of damage to the vehicle.  CARS further advised the customer was
  responsible for all tear-down/diagnostic charges per the Service Contract.  The repair facility never contacted CARS to
  provide a cause of failure and extent of damage for the customer’s vehicle.  On July 26, 2022, the repair facility advised
  CARS the customer took the vehicle without repair.
  
  In order
  to determine Service Contract coverage a repair facility must open a mechanical
  claim on behalf of the vehicle and provide a cause of failure and extent of
  damage to the vehicle to CARS.  Per the
  customer’s Service Contract, teardown is required.
  
  Please
  see Service Contract Paragraph 5(c) and the Cancellation Provisions at 7 (b)
  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
  jmm
  Attachment
  
  
  
  
  

• Initial Complaint

  Date:08/01/2022

  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 2013 Volkswagen Tiguan with a warranty from CARS Protection Plus covering any issue with my engine, transmission, drive axles and towing reimbursement for a period of 6 months or 7,500. I drove less then 3,000 miles for 2 month and my engine stop working I took to the mechanic we file a claim on May 2022.
  They asked to tear down the engine to find the issue, the mechanic did and send it all the pictures and the warranty approved the replacement of the engine, the warranty send the first engine, it was all rusted, with broken parts and not working well, so the warranty asked us to send the engine back and they would provide another one, all of this taking more then 2 months.
  When the second engine arrived, my mechanic noticed the engine was locked up meaning not working at all, so the warranty company asked for a inspector to check the engine and take pictures, the inspector did and confirmed the engine issue. Now the warranty company is trying to back out of the issue saying that the supplier tested the engine before sending to the shop and blaming the mechanic for damaging the engine. My mechanic has all the documents, notes and recorded phone calls with the supplier to prove that he didn’t tested the engine before sending it.
  We’re already in August and this is dragging for far too long and they are trying to cheap their way out of this.
  I need an engine in my car that works, the school is about to start I have two kids and we don’t have a car for 3 months already.

  Business Response

  Date: 08/11/2022

  August 11, 2022
  VIA:  BBB website
  BBB of Western Pennsylvania
  400 Holiday Drive, Suite 220
  Pittsburgh, PA  15220
  
  RE:      2013 VOLKSWAGEN TIGUAN
                CONTRACT NO.:  *********
  OUR
  FILE NO.:  ******
  BBB
  COMPLAINT:  ********
  
  Dear Better
  Business Bureau:
  
  The CARS Protection Plus, Inc. (“CARS”) Customer
  Care Department is in receipt of your email regarding the
  customer’s Service Contract and responds as follows:
  
  On March 17, 2022,
  CARS received with payment and approved the customer’s Value Protect/Power
  Train Service Contract (6 Months/7,500 Miles).
  
  On May 16, 2022, a
  repair facility advised CARS the customer’s vehicle was experiencing engine
  issues. CARS then reviewed CARS’ claim procedures with the repair facility. CARS
  advised the repair facility per the customer’s Service
  Contract and in order to move forward with the mechanical claim, the repair facility would
  need to obtain the customer’s permission to tear-down the vehicle to the point
  of component failure to verify the cause of failure and
  extent of damage.  CARS then reviewed
  claim procedures with the repair facility. 
  
  On June
  23, 2022, after receipt of an estimate for the repair CARS advised the repair
  facility CARS was able to assist with the repair as follows:
  $630.00            10.5 hours of labor @ $60.00/hour
  $3,375.00            Engine
  $4,005.00        Sub total
  $ -100.00            Contract deductible
  $3,905.00         $3,905.00
  The repair facility advised the
  customer would like CARS to provide an engine for the repair of the vehicle. CARS
  then authorized $530.00 to assist with the labor needed for the repair of the
  vehicle.
  On June 16, 2022, the repair facility
  advised CARS the supplied engine had low compression. CARS notified CARS’
  supplier.
  On June 21, 2022, the repair facility
  advised CARS the second supplied engine was not working properly. The repair
  facility advised when the engine arrived at the repair facility the engine the
  repair turned it one revolution and now it will only turn slightly in either
  direction.
  An
  independent inspection of the customer’s vehicle was performed found the engine
  to have been damaged by an improper repair of the engine. This type of damage can
  only happen if the engine is turned backwards.  See the attached inspection report.  Here, based on the repair facility and the
  independent inspector findings, CARS is unable to assist with the repair of
  your vehicle since the failure to the engine resulted from an improper repair.
  Please see Service Contract Provision 3(i).
  Upon receipt a proper invoice from repair
  facility, CARS will assist in the amount of $530.00 to assist with labor for
  the repair 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
  
  jmm
  Attachments
  
  
  
  
  Tell us why here...