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:09/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug 23 my truck broke down in **************, **. The warranty company is closed on the weekends. Monday the 26th I found a local shop with great reviews. I made my first call to the warranty company and let them know what happened and where the truck was located. I believe a claim was started on Aug 27. The claims adjuster at the car warranty company, *****, caused the receptionist at the mechanic shop so much frustration with his requests and requirements that she cried and no longer wanted to repair my vehicle! Once that issue was cleared up and yes, the car shop was going to repair my vehicle. It took the warranty company 13 days to move forward with the claim. Nothing was being done and no customer service at all when I called multiple times to find out the status of my claim. Moving forward it is now Sept 12th and ***** at the warranty company calls the mechanic and tells him that the *** for the transmission is Sept 20. Between myself and the mechanic keeping in touch, by noon on the 20th, no delivery. Car warranty is also on the east coast if you don't make contact by 130pm Pacific standard time, they are closed and no help for after hours, I've tried. Today is Sept 24 and I had to call to confirm or inform warranty company that the package never arrived. I Called on Monday but it was "late" around 1pm and couldn't proceed. Today's phone call produced an actual tracking number and shows that the package didn't leave until the 19th! How is the eta Sept 20th? I have been misinformed from the beginning and the lack of customer service is disappointing. When I spoke to *** today they had no care or concern regarding my questions as to how much incorrect info I have been given through this whole entire process. A month and counting to repair my vehicle? As it is now, the transmission will not deliver until Sept 27th! And I will be picking up my vehicle in October!! 2 months to repair my vehicle?! I don't understand the lack of customer service and false info!!

  Business Response

  Date: 10/01/2024

  September 30, 2024
  
  RE:         2014 CHEVROLET SILVERADO 1500 LT
                 CONTRACT NO.: PPE532050
                 OUR FILE NO.: C-8956
                 BBB COMPLAINT: 22330192
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On August 27th, 2024,a repair facility opened a mechanical claim on behalf of the customers 2014 Chevrolet Silverado 1500 LT ********* requesting a transmission. The repair facility stated they had removed the transmission pan, found the fluid was burnt and full of metal debris. The repair facility further stated that the pump was the cause of the transmission failure. CARS claims adjuster requested pictures of the damage be submitted to CARS via email and explained that CARS needed to speak to the customer before proceeding with the claim.
  
  In the customers complaint, the customer stated, The claims adjuster at the car warranty company, *****,caused the receptionist at the mechanic shop so much frustration with his requests and requirements that she cried and no longer wanted to repair my vehicle!
  
  This is not true. CARS has listened to the recordings and CARS claims adjuster and the repair facility had cordial conversations. CARS had only requested pictures of the metal shavings in the transmission pan which is certainly not excessive.
  
  On August 28, 2024, the repair facility called CARS and stated that the customers requests for added components to the claim were more than they could handle due to their current workload;therefore, they were going to have the customer move the Vehicle to a different ********************** facility. When CARS claims adjuster was informed that the customers ********************** facility was not going to be completing the work on the Vehicle, CARS presumed the mechanical claim would not be progressing.
  
  In the customers complaint, the customer stated, Once that issue was cleared up and yes, the car shop was going to repair my vehicle. It took the warranty company 13 days to move forward with the claim.
  
  This is not true. On September 04, 2024, after receiving phone requests from the customer who stated the ********************** facility would be working on the Vehicle, CARS claims adjuster contacted the shop and requested pictures and an estimate for the cost of repairs be submitted via email to CARS.
  
  On September 09, 2024, CARS received pictures, no estimate.
  
  On September 10, 2024, CARS received the estimate.
  
  In the customers complaint, the customer stated, Moving forward it is now Sept 12th and ***** at the warranty company calls the mechanic and tells him that the *** for the transmission is Sept 20. Between myself and the mechanic keeping in touch, by noon on the 20th,no delivery. The customer then stated, As it is now, the transmission will not deliver until Sept 27th!
  
  This is true. CARS apologizes for the shipping delay. CARS does not ship parts directly but instead uses reputable third-party parts suppliers and the original *** of September 20th was provided to CARS by the third-party parts supplier.
  
  In the customers complaint, the customer stated, Car warranty is also on the east coast if you don't make contact by 130pm Pacific standard time, they are closed and no help for after hours, I've tried.
  
  This is not true for repair facilities. CARS employs claims adjusters who work 8AM-5PM PST. These claims adjusters are repair facility focused and only repair facilities are directed to them after 5PM EST. Customers calling after 5PM EST are sent to VM for a CARS customer service representative to return their call during CARS EST business hours of 8:15AM-5PM.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la

  Customer Answer

  Date: 10/01/2024

  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:09/23/2024

  Type:Customer Service 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.

  **************** is absolutely terrible and non professional with this company. Their unwillingness to help anyone through the issues (caused by their lack of work ethic) is astonishing. I had my vehicle at my local dealership (***** **** in **********, ****) for warranty work today and there were 4 total attempts made by the dealership to get in touch with someone from cars protection plus to get approval for the work needing completed and they were placed on hold 3 times for over an hour at a time with no one returning to the line. The 4th call was made in an attempt to open the claim and they ended up having to leave a message for a call back and so far, no call has been made. I returned to the dealership to pick up my vehicle and called cars protection plus customer service to which I was met with ********************** disregard and unwillingness to help correct the problem. I was then told to hang up and call back to open the claim, to which we were placed on hold; yet again! At this point, Im convinced that this company has basically stolen the money that I paid for the extended warranty and needs to either do their jobs to correct this issue, or refund my money so I can get a warranty through a much better company.

  Business Response

  Date: 09/30/2024

  September 30, 2024
  
  RE:         2018 ******* NAVIGATOR L SELECT
                 CONTRACT NO.: CPE544864
                 OUR FILE NO.: C-8952
                 BBB COMPLAINT: 22325390
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  CARS understands the customers frustration over his chosen ********************** facilitys inability to contact CARS ***************** in what the customer deemed a timely manner; however, the repair facility was never on hold for an hour. CARS has attached a screenshot of the incoming calls received from the customers ********************** facility on September 23, 2024.  The repair facility made three (3) calls between 10:38AM and 12:39PM with respective durations of 5 Min 46 Sec + 9 Min 44 Sec (this call was originally directed to CARS ********************** who then correctly directed the call to CARS ************** 1 Min 29 Sec, and 20 Min 47 Sec. The only time the customers chosen ********************** facility left a voice message was the final call at 12:39PM.
  
  On September 24, 2024 at 8:36AM,CARS ***************** returned the repair facilitys voice message and a mechanical clam was opened on behalf of the customers 2018 ************************** (Vehicle).The repair facility requested side cables for the mirrors, heater hoses and a key FOB. This mechanical claim was denied because none of those components are listed for coverage on the customers attached *************** Contract (VSC).CARS has highlighted the customers ********************** list of covered components. If a component is not listed, it is not covered.
  
  If the customers Vehicle has any future mechanical issues and the customers chosen ********************** facility has difficulty contacting CARS via telephone, a mechanical claim can also be opened online at ****************************. Upon receipt of the online claim submission, a CARS claims adjuster will contact the repair facility.  All voice messages and online claim submissions are responded to in the order received.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachments

• Initial Complaint

  Date:09/20/2024

  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.

  The issue occured on 9/13/2024 the problem is our contract was not honored as stated, in the contract the work that was to be performed on our 2018 ********** discovery was denied and we were told that the warranty only covered certain parts, according to our warranty the issue at hand which is a fault with our suspension was covered, upon the service department trying to get approval it was denied.

  Business Response

  Date: 09/23/2024

  September 23, 2024
  
  RE:         2018 LAND ROVER DISCOVERY HSE
                 CONTRACT NO.: ACE455000
                 OUR FILE NO.: C-8948
                 BBB COMPLAINT: 22314750
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On September 16, 2024, a repair facility opened a mechanical claim on behalf of the customers 2018 ********** Discovery HSE (Vehicle). One of the requested components was an air suspension compressor. This component was denied because it is not listed for coverage on the customers attached *************** Contract (VSC).
  
  CARS has highlighted the customers suspension coverage at Provision 2. (b. - ii.): 2. SCHEDULE OF COVERAGE: b. LEVEL 2: Includes all parts listed in LEVEL 1 plus the following components listed in this section: ii. SUSPENSION: Struts; ball joints; leaf, air and coil springs only if broken. Alignment is covered only in conjunction with a covered repair.
  
  If a component is not listed,then it is not covered.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment
  
  

• Initial Complaint

  Date:08/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a warranty on a 2011 jeep Wrangler from cnb auto sales it was a card protection plus warranty. About a week after I bought the jeep the transmission started acting up I took it to the shop and they said it needed to be rebuilt.cars protection at first refused service said it was a pre existing condition than came back and said they would replace it with a used one but they aren’t wanting to pay anywhere near what it cost to replace it.

  Business Response

  Date: 08/13/2024

  August 13, 2024
  
  RE:         2011 JEEP WRANGLER UNLIMITED 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 and
  responds as follows:
  
  The information regarding the
  customer’s options on how to receive parts for a covered repair have been highlighted
  in the Terms and Conditions of the customer’s attached Vehicle Service Contract
  (“VSC”) at Provision 5. (f.): 5. SERVICE CONTRACT CLAIM PROCEDURES:
  FAILURE BY YOU OR YOUR REPAIR FACILITY TO FOLLOW THESE CLAIM PROCEDURES MAY
  DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM
  PROCEDURES LISTED BELOW: f. We have the option to select used, rebuilt or
  aftermarket components when authorizing repairs. For authorized claims totaling
  in excess of Your deductible (if any), You may have the choice to select either
  a third-party component or take a claim allowance to specifically be used
  towards Your repair. If Your chosen repair facility provides parts for an
  authorized repair, a minimum 90 day Parts and Labor Warranty is required for
  all Power Train components. If We supply a third-party component on Your
  Vehicle, the warranty on that part expires at the end of Your Service Contract
  Term, regardless of any delays or downtime.
  
  On August 02, 2024, a repair facility
  opened a mechanical claim on behalf of the customer’s 2011 Jeep Wrangler Unlimited
  Sport (“Vehicle”) stating the Vehicle’s transmission was shaking and shuddering.
  CARS’ claims adjuster requested that the repair facility obtain the customer’s
  authorization to drop the Vehicle’s transmission pan and provide CARS with pictures
  of a scan tool/codes, the debris that is in the transmission pan, and the mesh
  element in the transmission filter.
  
  This mechanical claim is still
  pending, waiting for the customer’s repair facility to provide CARS with the
  requested diagnostic information.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 08/13/2024

  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:08/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 16th 2024 I purchased a used vehicle from used car lot and was sold a warranty to be covered with CARS Protection Plus for $1500. After reviewing the company customer service experience. I called to ask a simple questions and experienced being passed around and rude reps. Posted a review the next day because I could not get someone on the line to cancel, they passed me around. Tiffany emailed me back saying I would get my "full refund" sent to the lender. After speaking with the lender she only refunded $349 and said the dealership needs to refun the rest. CARS Protection Plus, Western Funding, nor the dealership has resolved my balance owed after canceling this warranty on July 12th. They refuse to pay back my money.

  Business Response

  Date: 08/19/2024

  August 19, 2024
  
  RE:         2013 HYUNDAI ELANTRA GLS
                 CONTRACT NO.: *********
                 OUR FILE NO.: ******
                 BBB COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The CARS Protection Plus Inc. (“CARS”)
  Customer Care Department is in receipt of the customer’s BBB complaint and
  responds as follows:
  
  As previously explained to the customer
  by both CARS and her lender, the remaining portion of the refund due for the
  cancellation of her Vehicle Service Contract is due from the selling car
  dealership.
  
  Upon receipt of the customer’s
  BBB Complaint, CARS contacted the selling car dealership on her behalf and the
  selling car dealership informed CARS that they had already contacted the customer’s
  lender and resolved the situation.
  
  If the selling car dealership has not yet contacted the customer’s lender and arranged
  to provide their portion of the refund due, please have the customer contact
  CARS directly by calling 888.335.6838 or via email at [email protected].
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  

  Customer Answer

  Date: 08/19/2024

  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.
  
  
  The dealership is not responding to any emails their company has been cc in. When called the dealership he  explained to me he is not responsible for returning monies he never had and for me to contact Western Funding Inc and the warranty company. 
  
  
  
  Regards,
  
  
  
  ******** *****

  Business Response

  Date: 08/27/2024

  August 27, 2024
  
  RE:         2013 HYUNDAI ELANTRA GLS
                 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 additional BBB
  complaint and responds as follows:
  
  Upon receipt of the customer’s
  additional BBB Complaint CARS again tried to contact the selling CAR dealership
  regarding their portion of the refund due for the cancellation of the
  customer’s Vehicle Service Contract. CARS did not receive a response;
  therefore, CARS has issued payment to the customer’s lender.
  
  The attached letter was mailed
  via USPS yesterday along with a check.
  
  Sincerely,
  
  The Customer Care Department
  la
  Attachment

  Customer Answer

  Date: 08/29/2024

  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.
  
  
  Nothing has been resolved. The lender has not received the payment.
  
  
  
  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:07/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date : August 22nd 2023
  ***** **** 2007 Jeep Wrangler Purchase price: 11,753.80
  CARS Protection Pus Value plus plan price: 1,225.00
  
  Warranty Purchased from CARS Protection Plan: Value limit plus coverage plus air conditioning, enhanced electrical, 24 hour towing service warranty
  
  Nature of dispute-
  Purchased a 2007 Jeep Wrangler from ***** ***** *** * **** *** ***** ******* ** ***** . Dealer suggested I'd buy CARS protection plus warranty. Purchased CARS protection plus value plus warranty along with vehicle on August 22nd 2023. After receiving an oil change from oil shop which used factory OEM oil and filter, the vehicle spun an engine bearing causing complete engine failure. Engine was inspected July 2024 and verified as rod bearing failure by ****** **** ***** *** **** *** ****** *** *** The repair claim was denied by CARS protection plus for modifications made to vehicle citing that tires were an after purchase modification. Tires and wheels were not modified and were the tires that I purchased on the vehicle from ***** ****. ***** **** disclosed nothing of the warranty coverage and how the tires disqualify my warranty coverage. ***** **** has offered to refund the warranty but not cover the 6600 quote I have received for a refurbished engine replacement from ****** ***** ***** **** has offered their own mechanic who has quoted a used engine replacement for 4400, while covering 1250 dollars of that expense.

  Business Response

  Date: 07/19/2024

  July 19, 2024
  
  RE:         2007 JEEP WRANGLER X
                 CONTRACT NO.: *********
                 OUR FILE NO.: ******
                 BBB COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The CARS Protection Plus Inc. (“CARS”)
  Customer Care Department is in receipt of the customer’s BBB complaint and
  responds as follows:
  
  On August 22, 2023, the selling
  car dealership electronically entered and paid for the attached Value Protect
  Value Plus Level Vehicle Service Contract (“VSC”) on behalf of the customer’s
  2007 Jeep Wrangler X (“Vehicle”) for a term of 12 Months. The customer agreed
  to the Terms and Conditions of the VSC.
  
  CARS has highlighted the relevant
  Provisions.
  
  Provision 3. (d.): 3. COMPONENTS
  AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): d.
  We do not provide any coverage for Vehicles modified or altered AT ANY TIME
  beyond original manufacturer’s specifications with or without Your knowledge,
  including but not limited to the following modifications: WHEELS/TIRES (not to
  manufacturer’s specifications); lift kits; lowering kits; emission/exhaust; and
  engine. If You have ONYX PLUS Coverage, additional exceptions apply.
  
  Provision 4. (g.): 4. PROVISIONS
  OF THE SERVICE CONTRACT: g. If, at any time, it is determined Your
  Vehicle is altered or modified from original manufacturer’s specifications
  (unless You have ONYX PLUS Coverage), We would consider this a material
  misrepresentation and will cancel Your Service Contract per the CANCELLATION
  PROVISIONS.
  
  Provision 7. (d.): 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. d. We
  will cancel Your Service Contract for fraud, material misrepresentation
  (including alterations/modifications), a substantial breach (including a
  malfunctioning odometer), or nonpayment, either by You or on Your behalf. Prior
  notice of cancellation is not required for these violations. If cancelled by Us
  for any other reason, then We shall mail a written notice to Your last known
  address at least five days prior to cancellation. The notice shall state the
  reason and effective date of the cancellation. If cancelled within the first 30
  days from the Effective Date, You will receive a full refund provided no claims
  have been made or approved for payment. After 30 days from the Effective Date,
  You will receive a pro rata refund of the Service Contract price for the
  unexpired term of the Service Contract based on the number of elapsed months or
  miles, less any claims paid or authorized for payment.
  
  On July 02, 2024, a repair
  facility opened a mechanical claim on behalf of the customer’s Vehicle. During
  the adjudication of the mechanical claim CARS was made aware that the Vehicle
  had been modified beyond manufacturer’s specifications; specifically, the
  Vehicle had oversized wheels and tires.
  
  The customer’s statement that
  CARS cited the modifications were made after purchase is incorrect. On July 12,
  2024, CARS’ claims adjuster contacted the customer to obtain information on
  when the modifications were made to the Vehicle and the customer informed CARS’
  claims adjuster that the larger wheels and tires were on the Vehicle at the
  time of purchase.
  
  Per the above Provisions, upon determination
  that the customer’s Vehicle was modified beyond manufacturer’s specifications,
  the customer’s VSC was cancelled, and the customer was eligible for a pro-rata
  refund of the purchase price of the VSC. However, in a show of good faith, because
  the customer informed CARS that the Vehicle was modified at the time of
  purchase and therefore never qualified for coverage, CARS provided a full
  refund for the purchase price of the VSC.
  
  On July 17, 2024, CARS mailed a
  check representing CARS’ portion of the refund due for the cancellation of the
  VSC to the selling car dealership. The selling car dealership will provide
  either the customer or the customer’s lender with the full refund amount due.
  
  Please have the customer allow
  two (2) weeks for the selling car dealership to receive CARS’ check and process
  the refund.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 07/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. This is satisfactory under the agreement that I will be refunded directly from Cars Protection Plus and not through ***** **** INC. Please be notified that my current mailing address for this refund will be ***** ******* ** ****** *** ** ****** 
  
  
  
  Regards,
  
  
  
  ***** *******

• Initial Complaint

  Date:07/17/2024

  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’ve paid most of the $3000 service contract. The company is very unclear on how to file claims. They won’t return phone calls and I was unable to get a claim started for a covered repair to my vehicle

  Business Response

  Date: 07/18/2024

  July 18, 2024
  
  RE:         2011 SUBARU IMPREZA 2.5I PREMIUM
                 CONTRACT NO.* *********
                 OUR FILE NO.: ******
                 BBB COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The CARS Protection Plus Inc. (“CARS”)
  Customer Care Department is in receipt of the customer’s BBB complaint and
  responds as follows:
  
  The claim procedures have been
  highlighted at Provision 5. in the Terms and Conditions of the customer’s attached
  Vehicle Service Contract (“VSC”).
  
  Customer’s and their repair
  facilities can also visit CARS' website at www.carsprotectionplus.com for
  information on how to start a mechanical claim and repair facilities can access
  a link under the claims tab that can be clicked to initiate a mechanical claim
  online.
  
  To date the customer has
  contacted CARS regarding three (3) issues with their 2011 Subaru Impreza 2.5i
  Premium (“Vehicle”):
  
  A failed manual transmission
  clutch caused by a bad throw out bearing: Neither the throw out bearing nor
  the manual transmission clutch are listed for coverage on the customer’s VSC.
  The customer can locate their complete list of covered components highlighted at
  Provisions 2. (a. and b.).
  
  An oil pan due to a dent caused
  by a collision; specifically, the customer hit a curb: The customer’s VSC is
  designed to assist with MECHANICAL FAILURES to listed covered components and
  does not assist with damage caused by collision. Please see highlighted Provision
  3. (l.): 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE
  OF COVERAGE levels): l. Damage from flood, fire, impact,
  and/or accident, regardless of the cause.
  
  A failing wheel bearing: On
  a July 17, 2024 phone call, the customer informed CARS’ customer service representative
  that their repair facility believed a wheel bearing was going bad on the
  Vehicle. CARS’ customer service representative explained to the customer that
  the wheel bearing is listed for coverage and reviewed the claim procedures in
  the Terms and Conditions of the customer’s VSC. CARS’ customer service
  representative also explained that repairs made without prior authorization from
  CARS are not covered on the customer’s VSC. Please see highlighted Provision 3.
  (c.): 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE
  levels): c. Any repair done without prior authorization from Us.
  
  The customer’s chosen repair
  facility needs to follow the claim procedures to open a mechanical claim for
  the wheel bearing before the repairs are completed.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 07/18/2024

  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:07/13/2024

  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 car from a dealership which had a 3 month warranty on it on March 6th 2024 and I drove the car for about 4 weeks and it started to have a ticking noise coming from the engine so I took it to the shop.(the shop being Roy’s service center in Berkeley Springs WV)
  The shop said that I needed a new engine so they tried to get into contact with the warranty Company that I have had bought for on the car and the warranty company wouldnt respond and when the did it would be weeks after the initial contact. They had eventually responded after asking for pictures of the engine torn apart and the date and the odometer so Roy’s emailed the pictures to the exact email the warranty company gave them and they have ethier said they didn’t receive the pictures or they would put you on hold and then the call would hang up. Agian I had my car for 4 weeks and the shop has had my car for over 2 months now because of the warranty company not responding and actually trying to get my car back on the road. It’s like they don’t wanna do what I had payed for. My car was with in the limits of the warranty and yet they still are playing around and not trying to solve or get in contact with the shop about what they need to do. In the photos I submitted was is the pictures the shop sent me showing they had sent the photos they needed to the warranty company with the correct email address. The shop had send multiple emails of the pictures and the warranty company has ether just simply not responded or say they hadn’t received any pictures of my engine from the shop. I just hope that y’all can figure out and talk to the warranty and figure out why they are taking so long and lying to me and not trying to cover my repairs on my car. If they don’t respond after y’all do something I will proceed to suing them. It shouldn’t take 2 months to fix and provide the things needed to fix my car.

  Business Response

  Date: 07/16/2024

  July 16, 2024
  
  RE:         2010 SUBARU IMPREZA 2.5I PREMIUM
                 CONTRACT NO.: *********
                 OUR FILE NO.: ******
                 BBB COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The CARS Protection Plus Inc. (“CARS”)
  Customer Care Department is in receipt of the customer’s BBB complaint and
  responds as follows:
  
  CARS has reviewed the mechanical
  claim as well as the information provided in the customer’s BBB Complaint.
  
  The customer’s repair facility is using an incorrect email address and CARS
  cannot use the information provided by the customer in the BBB Complaint
  because the customer provided screenshots of entire emails and not individual pictures.
  
  Please have the customer provide
  his repair facility with the correct email address of [email protected]. When submitting the pictures
  to CARS, the email needs to contain the customer’s and the vehicle’s
  information so that CARS’ Claims Department can ensure the pictures are added
  to the correct mechanical claim.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

  Customer Answer

  Date: 07/23/2024

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

  The mechanic shop has sent the photos to the correct email and they haven’t heard anything from the business, they had tried to call multiple times but they won’t pickup. 

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  RE:         2010 SUBARU IMPREZA 2.5I PREMIUM
                 CONTRACT NO.: *********
                 OUR FILE NO.: ******
                 BBB COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The CARS Protection Plus Inc. (“CARS”)
  Customer Care Department is in receipt of the customer’s additional BBB
  complaint and responds as follows:
  
  CARS has received the pictures
  and contacted the customer’s repair facility. CARS apologizes for the time
  delay in reviewing the pictures after receipt.
  
  The mechanical claim is currently pending, waiting for an estimate for the cost
  of the repairs to be submitted to CARS by the customer’s repair facility.
  
  Please have the customer provide
  his repair facility with the correct email address of [email protected]. When submitting the estimate
  to CARS, the email needs to contain the customer’s and the vehicle’s
  information so that CARS’ Claims Department can ensure the estimate is added to
  the correct mechanical claim.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

  Customer Answer

  Date: 08/06/2024

  Problem:
  The warranty is trying to say that they would not cover the cost for my engine and that I would need to pay for half of the labor that has been done on the car because the warranty has ran out , my car was kaput into the shop and claim was open for my car within the warranty but with the warranty company being slow and causing problems so I’m he warranty ran out I have hard paper evidence and multiple eye witnesses that my car was inserted in the shop almost 3 months ago within the warranty requirements. If the problem is not resolved and they don’t cover the cost for everything on my car a lawyer will be contacted and they will be sued.
  
  
  Desired Resolution:
  Contact by the business

  Customer Answer

  Date: 08/14/2024

  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.
  

  
  The warranty is trying to say that they would not cover the cost for my engine and that I would need to pay for half of the labor that has been done on the car because the warranty has ran out , my car was kaput into the shop and claim was open for my car within the warranty but with the warranty company being slow and causing problems so I’m he warranty ran out I have hard paper evidence and multiple eye witnesses that my car was inserted in the shop almost 3 months ago within the warranty requirements. If the problem is not resolved and they don’t cover the cost for everything on my car a lawyer will be contacted and they will be sued.
  
  

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

  Business Response

  Date: 08/15/2024

  August 15, 2024
  
  RE:         2010 SUBARU IMPREZA 2.5I PREMIUM
                 CONTRACT NO.: *********
                 OUR FILE NO.: ******
                 BBB COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The CARS Protection Plus Inc. (“CARS”)
  Customer Care Department is in receipt of the customer’s third BBB complaint
  and responds as follows:
  
  CARS has reviewed the mechanical
  claim in question and determined it has been adjudicated correctly according to
  the Terms and Conditions of the customer’s attached Vehicle Service Contract (“VSC”).
  (See attached: Exline claim 04.19.2024 breakdown of CARS' authorized amount)
  
  The customer’s assumption that they
  are responsible for ½ the labor amount on the mechanical claim because their “warranty
  has ran out” is untrue. The customer’s VSC offers a maximum hourly labor rate
  of $75.00/hour . The customer’s chosen repair facility charges $150.00/hour. The
  customer is responsible for the difference. CARS has highlighted this
  information at Provision 2. (a., vi.): 2. SCHEDULE OF COVERAGE: a.LEVEL 1: vi. LABOR & DIAGNOSTICS: The authorized
  time for a covered repair will be based on the Mitchell’s ProDemand Labor Guide
  or a nationally recognized labor guide as determined by the Administrator. Unless You have selected the POSTED LABOR RATE OPTION, the hourly labor rate
  assistance will be the repair facility’s rate up to $75.00 per hour. Should
  Your repair facility exceed the authorized repair time or labor rate, You are
  responsible for the difference.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the vehicle on 6/20/2024 along with the extended warranty. On 6/22/2024 the sensor for the glove box failed and the glove box kept opening on its own repeatedly while driving the car. The sensor is covered as it is part of the electrical system. I contacted the dealership and took my car into check out the problem on 6/25/2024 and they told me I needed a new glovebox and sensor and it would be approximately $850.00 parts and labor. I told them I purchased the extended warranty, confirmation date of purchase 6/20/2024 and that the warranty company should cover the repair. They contacted the warranty company and at first the warranty company was questioning the dates as I had just purchased the car and they felt this was a pre-existing condition, which it was not. The car has been at the dealership since 6/25/2024 and they sent an adjuster to evaluate the problem on 7/3/2024 after two days of miscommunications. They are held my car hostage until this issue was decided upon, which I think was totally unfair. The repair is covered per the terms of the contract and they are dragging their feet and not following through. I want my car repaired under the terms of the contract. They told the service manager at Roth Cadillac that this was a pre-existing condition and there is no way to prove it was pre-existing. It did not occur when I test drove the car, it only happened after I owned the car for only two days. There is no way to prove it was a pre-existing condition within a reasonable doubt, therefore I want them to cover the cost of the repair or if I have to pay for it, to be reimbursed. I have been told it would cost $850.00 parts and labor to repair. I feel I am being discriminated against because the warranty was only two days old.

  Business Response

  Date: 07/11/2024

  July 11, 2024
  
  RE:         2013 CADILLAC XTS LUXURY COLLECTION
                 CONTRACT NO.: *********
                 OUR FILE NO.: ******
                 BBB COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The CARS Protection Plus Inc. (“CARS”)
  Customer Care Department is in receipt of the customer’s BBB complaint and
  responds as follows:
  
  CARS’ claims management has
  reviewed the customers’ request as well as the mechanical claim and determined
  that CARS will assist with the repairs.
  
  On July 11, 2024, CARS’ claim adjuster contacted the customer’s repair facility, quoted the dollar amount that CARS
  can assist with, and provided authorization for the repairs.
  
  Upon completion of the repairs,
  the customer’s repair facility needs to submit the completed final invoice to
  CARS using the email address provided by CARS’ claims adjuster and payment will
  be made in the authorized amount.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

  Customer Answer

  Date: 07/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The service manager from the repair facility contacted me and told me that my claim will be covered so thank you.
  
  
  
  Regards,
  
  
  **** ******

• Initial Complaint

  Date:06/26/2024

  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 a transmission issue with my truck so I took it to a shop to have it looked at. The shop agreed the transmission was not working correctly so I called the warranty company and they had them run some tests and open the transmission up and there was metal in the pan. CARS Protection plus agreed the transmission needed to be replaced so they had one sent to the shop. Once the transmission finally arrived it also had metal in the pan and did not shift properly. The shop called the supplier as well as the warranty company at that time. Both of them had the shop run multiple test and send pictures of the new transmission with metal in the pan, the shop complied with their request. After 6 weeks of sitting in the shop I made the decision to pick up my vehicle so I didn’t have to pay for storage charges and keep paying for a rental car any longer. I told the warranty company to let me know when the new transmission was shipped and I would return my truck to the shop so I don’t have to pay for storage while we wait again. Finally today I called to check the ETA on the part and was told it will NOT ship until the vehicle is returned to the shop. Keep in mind that all this started in April and is now almost July.

  Business Response

  Date: 07/09/2024

  July 09, 2024
  
  RE:         2017 FORD F-250 SUPER DUTY KING RANCH
                 CONTRACT NO.: *********
                 OUR FILE NO.: ******
                 BBB COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The CARS Protection Plus Inc. (“CARS”)
  Customer Care Department is in receipt of the customer’s BBB complaint and
  responds as follows:
  
  The individual who made the BBB
  Complaint is not CARS’ customer; however, CARS does have documented authorization
  on file from CARS’ customer that allows CARS to review both mechanical claim
  and contract information with the individual who made the BBB Complaint.
  
  On April 30, 2024, a repair
  facility opened a mechanical claim on behalf of the customer’s 2017 Ford F-250
  Super Duty King Ranch (“Vehicle”) for transmission issues. CARS’ claims
  adjuster explained that CARS would need to know what caused the failure to the
  Vehicle’s transmission and requested the repair facility start by obtaining the
  customer’s authorization to remove the transmission pan and check for debris, then
  send pictures of the contents of the transmission pan to CARS.
  
  On May 02, 2024, CARS received
  the requested pictures.
  
  On May 03, 2024, after receiving
  and reviewing the pictures, CARS’ claims adjuster called the repair facility
  and explained that CARS would be sending a third-party inspector to verify the
  repair facility’s findings.
  
  On May 07, 2024, CARS received
  the inspection report from the independent inspection company.
  
  On May 09, 2024, after reviewing
  the inspection report, CARS’ claims adjuster called the repair facility and
  requested an estimate for the needed repairs.
  
  On May 10, 2024, after receiving
  and reviewing the estimate, CARS’ claims adjuster called the repair facility
  and explained the customer’s options on how to receive the transmission needed
  for the repair. The customer had the option to have CARS ship CARS’ supplied
  transmission and assist with the labor or to take the claim allowance and use
  the repair facility’s supplied transmission.
  
  On May 13, 2024, the repair
  facility notified CARS’ claims adjuster that the customer had chosen to have
  CARS ship CARS’ supplied transmission and assist with the labor. CARS’ claims
  adjuster ordered the transmission that day.
  
  On May 21, 2024, both the
  customer and the repair facility contacted CARS to notify CARS of an issue with
  CARS’ supplied transmission and CARS subsequently contacted the parts supplier.
  CARS’ parts supplier then contacted the repair facility.
  
  On May 30, 2024, CARS’ parts
  supplier informed CARS that despite their best efforts, they had not been able
  to obtain the cause of failure to the supplied transmission from the repair
  facility.
  
  On June 07, 2024, CARS’ parts
  supplier notified CARS that the customer had removed the Vehicle from the
  repair facility and was not only driving the Vehicle but hauling and towing
  with the Vehicle. The repair facility had informed CARS’ parts supplier that
  they did not believe the transmission was having as much of a shifting issue as
  the customer was stating. Based on this information, CARS’ parts supplier believed
  the supplied transmission was fine and that a replacement unit was not needed.
  
  On June 17, 2024, the customer
  contacted CARS asking for the status of the replacement transmission stating he
  had only removed the Vehicle from the repair facility to avoid paying storage
  fees. CARS’ claims adjuster then called the repair facility who stated they
  thought that CARS’ parts supplier had shipped a replacement transmission on
  June 06, 2024. After speaking to the repair facility, CARS’ claims adjuster
  sent the parts supplier an email explaining that the replacement transmission
  was still needed, and the customer had removed the Vehicle from the repair
  facility to avoid paying storage fees.
  
  On June 18, 2024, CARS’ parts
  supplied notified CARS via email that they had contacted the repair facility
  and that the repair facility was to notify them once the Vehicle was returned
  to the shop.
  
  When the customer returns the
  Vehicle to the repair facility, CARS’ parts supplier will send a third-party
  inspector to the repair facility to verify the failure to the supplied
  transmission.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

  Customer Answer

  Date: 07/10/2024

  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,
  
  
  
  ***** *****