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.
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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:06/14/2024
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 purchased the truck on may 9, 2024. I was given a 3 month full coverage mechanic warranty when I bought it. Not even owning for 2 days there was mechanical issues and the engine light came on. The mechanic shop told me the whole upper of engine needed to be replaced. Parts and labor add up to about $11,000. The warranty company then wanted the mechanic shop to do a $900 tear down of engine (again) out of my pocket. Everytime I try to reach out to understand what the hold up is I am placed in hold for 30+ minutes. I was also told by the mechanic shop that the warranty company only wanted to cover the cost of cylinder and not whole repair leaving me with $9,000+ costs to pay myself.Business Response
Date: 06/20/2024
June 20, 2024
RE: 2013 RAM PICKUP 1500 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:
On May 09, 2024, the selling car
dealership electronically entered and paid for the attached Value Protect Value
Plus Level Limited Vehicle Service Contract (“VSC”) on behalf of the customer’s
2013 Ram Pickup 1500 Sport (“Vehicle”) for a term of 3 Months.
On May 23, 2024, a repair
facility opened a mechanical claim on behalf of the customer’s Vehicle stating
the Vehicle had been brought in on May 14, 2024 because it was running rough
and had an illuminated CEL, they had changed the spark plugs and coil pack for
cylinder #1; however, the issue persisted. The repair facility now believed the
Vehicle needed lifters and rockers because of tapping noises coming from the
upper part of the engine. CARS’ claims adjuster explained that CARS needed to
speak to the customer prior to proceeding with the claim and not to make any repairs
without authorization from CARS.
The mechanical claim incurred a
slight delay due to a mileage discrepancy: specifically, the mileage documented
on the invoice provided to CARS by the customer’s repair facility for the
pervious repair was less than the effective mileage of the customer’s VSC.
On June 07, 2024, CARS’ claims
adjuster called the repair facility and requested that the Vehicle be torn down
to the point that the cause of failure and extent of damage could be demonstrated
to CARS. This is a requirement in the Terms and Conditions of the customer’s
VSC. Please see highlighted Provision 5. (c.): 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: c. For any authorized claim, Your repair
facility must perform a proper diagnosis as determined by Us to determine the
cause of failure and extent of damage, which may include tear down to the point
of component failure upon Our request. YOU ARE RESPONSIBLE FOR THESE CHARGES
and for any other non-covered repairs/tear-down/diagnostics, (unless You have
the ULTIMATE VALUE Coverage, for which We will pay diagnostic time of up to one
hour of labor for a covered repair).
On both June 13, 2024, and June
14, 2024, CARS’ claims adjuster explained the tear-down request to the
customer.
Regarding the customer’s statement
that they were told by the mechanic shop that the warranty company only wanted
to cover the cost of the cylinder and not the whole repair, leaving the
customer with $9,000+ costs to pay:
To date, CARS has not provided
authorization for ANY repairs. On the May 23, 2024, call from the repair
facility to CARS to open the mechanical claim, CARS’ claims adjuster asked
which bank of lifters and rockers needed replaced and the repair facility replied,
“all of them, every single one in the motor.” CARS’ claims adjuster asked how
the repair facility determined that all the lifters and rockers were bad. The
repair facility stated that they recommend replacing all of
them if one (1) is bad. CARS’ claims adjuster explained that the customer’s VSC will only assist with failed components.
Upon completion of the tear-down,
the customer’s repair facility needs to submit pictures of the failures and an
estimate for repairs to CARS so the mechanical claim can progress.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentInitial Complaint
Date:06/13/2024
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.
July 27, 2023 car’s protection plus gave Fowler ford an authorization Number to repair vehicle by replacing transmission. October 30, 2023 cars protection plus closed claim unpaid. I contacted cars protection plus customer service regarding the unpaid repair bill by email. They contacted me back stating that the contract they had on file only allowed 90 days from the time given an authorization number to repair vehicle and that fowler Ford sent the final bill November 28th 2023. The contract I have signed states that they would get 180 days after an authorization number is given. The invoice was sent 121 days after authorization number given cars protection plus refuse to pay repair bill. I had to pay 5,703.03 to pick up my vehicle from Fowler ford before the ford company filed title42 for unpaid repair bill. 703.03 went on a credit card, car protection plus caused me to now pay back a loan and interest on a credit card by not paying the covered repair. I have copies of emails and contract to prove my case in small claims court.Business Response
Date: 06/20/2024
June 20, 2024
RE: 2020 FORD ESCAPE SE
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 customer originally contacted
CARS regarding this complaint on January 29, 2024, and CARS provided a response.
See attached:
01.29.2024 Chronister EM request from customer
02.02.2024 Chronister response to customer
The customer replied to CARS’
response on February 06, 2024, and CARS provided an additional reply. See
attached:
02.06.2024 Chronister 2nd EM from customer
02.06.2024 Chronister 3rd EM from customer
02.13.2024 Chronister response to customer's additional request
CARS hopes this information was
helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentsCustomer Answer
Date: 06/21/2024
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.I attached a copy of my contact which says once an authorization number is given for a claim the repair company will have 180days until closed. Car’s protection plus closed my claim in 90days. I have sent a copy of my contact by email more then once to car’s protection plus to prove this. What I signed and have with me will be the one used if taken to court. Car’s protection plus have gave me the go around by phone, by emails and now this way. Car’s protection plus was responsible for paying the claim and closed the claim with no legal reason. I am owed money from this company since I had to pay the repair bill in full. I also see how anytime someone has a transmission repair that cars protection plus is not wanting to pay the repairs according to all the customers on BBB.com. This I can bring up as well if needed in a lawsuit but I was hoping we could avoid all that.
Regards,
****** **********Customer Answer
Date: 06/26/2024
****** ************ contact with cars protection plus. In this contract that I signed states after an authorization number is given to Mechanic has 180 days till the claim will be voided. Car’s protection plus closed my claim at 90days and I also have the email from car’s protection plus reply in regards to this with their customer service as they still denied payment leaving me to pay the repair bill in full. This company has a lot of complaints on BBB regarding repairs for transmissions, goes to show this company is ok with taking consumers money but not doing their job. I even tried to cancel and was told I would not receive the money that it would go back to the place I bought the car, which in the contract doesn’t state that.Business Response
Date: 06/28/2024
June 28, 2024
RE: 2020 FORD ESCAPE SE
CONTRACT NO.: *********
OUR FILE NO.: ******
BBB COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”)
Customer Care Department is in receipt of the customer’s BBB complaint response
rejection and responds as follows:
On November 04, 2022, the selling
car dealership electronically entered and paid for the attached Value Protect
Value Plus Level Vehicle Service Contract (“VSC”) for a term of 24 Months on
behalf of the customer’s 2020 Ford Escape SE (“Vehicle”).
Provision 5. (i.) states:
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: i. 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. The Authorization number is
valid for 90 days from the date issued. After 90 days the Authorization number
and claim are void. No invoice will be processed without a valid Authorization
number, Your signature, repair facility’s parts and labor warranty on repairs
(if applicable) and repair facility’s identifying information.
If the selling car dealership
provided the customer with a physical copy of a VSC with different Terms and
Conditions than the VSC that the customer purchased, the customer will need to
contact the selling car dealership. CARS must abide by the Terms and Conditions
of the VSC that was purchased.
Regarding the customer’s statement
about cancelling their VSC, CARS has highlighted Provision 7(a.) under ADDITIONAL
STATE DISCLOSURES: OKLAHOMA: 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. ADDITIONAL
STATE DISCLOSURES: OKLAHOMA: Provision 7(a) is deleted and
replaced with the following: CANCELLATION BY SERVICE CONTRACT HOLDER: You may cancel Your Service Contract at any time by notifying Us. In the event
the Service Contract is cancelled by You, return of premium shall be based upon 100% of the unearned pro rata
provider fee less the actual cost of any service provided under the Service
Contract, less a cancellation fee not to exceed 10% of the unearned pro rata refund
or $50.00, whichever is less, under this Provision.
CARS has attached a Cancellation Form,
if the customer wants to cancel, the customer can fill out the form and return
it via email to [email protected] or by using the information at the bottom of the form.
As there is no lender listed on
the customer’s VSC, if the customer chooses to cancel, any available refund will
be processed according to the above Terms and Conditions and through the
selling car dealership, meaning the customer would obtain any available refund
from the selling car dealership, not CARS.
CARS hopes this information was
helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentsCustomer Answer
Date: 06/28/2024
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 contract with my signature the day of purchase for car’s protection plus warranty is the contract that stands. There for legally in my contract which was signed and bought by myself states 180days as shown on contract paperwork, which I have sent a copy to car’s protection plus as well as BBB. Once a party receives payment and contact is signed legally that is what stand and you can not change it without informing the customer and a new contract with sand changes is signed and agreed upon!
Initial Complaint
Date:06/02/2024
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.
Bought extended warranty in January 2022 for approx. $2617.00. wrecked car Dec 19 2023.
Insurance totaled car in Feb 2024. I have completed & submitted all paperwork CAR protection required as per the policy conditions. I want my prorated refund. The money they owe me is around $1000.00Business Response
Date: 06/05/2024
June 05, 2024
RE: 2014 SUBARU FORESTER 2.5I 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 and
responds as follows:
CARS received the customer’s
cancellation request on April 25, 2024, and the customer’s Vehicle Service
Contract (“VSC”) was cancelled. Per the Terms and Conditions of the VSC, the available
refund was processed through the selling car dealership and lienholder.
On May 08, 2024, CARS mailed a
check to Inline Motors, the selling car dealership, representing CARS’ portion
of the refund due. On May 23, 2024, Inline Motors mailed a check in the amount
of $1,448.27 to the customer’s lender representing the full refund due for the
cancellation of the VSC, both CARS’ and Inline Motors’ portions.
Please have the customer allow up
to three (3) weeks from May 23, 2024, the date that Inline Motors mailed payment,
for their lender to receive and process the check.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
laInitial Complaint
Date:05/15/2024
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 my second used transmission provided by cars protection plus, both transmissions went bad. This second one was sent after a complaint was filed and I was found correct about my part going bad. The part in question is my transmission. My warranty ended a few days after the claim, that said I had preemptively asked what happens if the part goes bad, my answer from their employee grant was then that’s too bad.Business Response
Date: 05/24/2024
May 24, 2024
RE: 2014 CHEVROLET SILVERADO 1500 LT
CONTRACT NO.: ********
OUR FILE NO.: ******
BBB COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”)
Customer Care Department is in receipt of the customer’s BBB complaint and
responds as follows:
The customer’s statement of being
provided with two (2) transmissions by CARS’ parts supplier that “went bad” is in reference to two (2)
different mechanical claims made nearly two (2) years apart.
On June 15, 2022, a repair
facility opened a mechanical claim on behalf of the customer’s vehicle for a
transmission. During the adjudication of the mechanical claim the customer was
given two (2) options on how to receive the transmission. The customer had the
option to have CARS ship CARS’ supplied part and assist with the labor or take
the claim allowance and use the repair facility’s supplied part. The customer
chose to have CARS ship CARS’ supplied part which came with a warranty of 90-day
Parts and Labor or upon contract expiration, whichever came first.
The next mechanical claim opened
on behalf of the customer’s vehicle for transmission issues was not until April
29, 2024. The customer again chose to have CARS ship CARS’ supplied part and
assist with the labor.
CARS was not alerted that there
may be an issue with the supplied part on the second mechanical claim until May
17, 2024, when the repair facility called CARS and stated they had installed
the transmission, changed the filter and fluid and the transmission had a
shutter. The repair facility told CARS’ claims adjuster that they would drive
the vehicle and see if the issue persisted and that if the issue persisted,
they would contact CARS.
On May 22, 2024, the repair
facility contacted CARS and notified CARS of an issue with CARS’ supplied part.
The mechanical claim is pending, and CARS has contacted CARS’ parts supplier
who will work directly with the repair facility to remedy the issue.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
laInitial Complaint
Date:05/14/2024
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.
My warranty policy number is ********* On 06/24/2022, bought a 2014 E550 Mercedes from ****** **** ***** ***. in Newport Rhode Island.
It was imposed a warranty at final sales and when I turned down the warranty, I was told the condition of the loan needs warranty.
I bought a warranty for 3 years unlimited
mileage warranty. When the car was delivered to me, I realized the mileage was under stated less than 2000 miles and the dealership increased my warranty to 4 years unlimited mileage.
While driving the car, the car broke down on the high way. I took the car to the garage and I was told that is both the transmission and the engine. I called cars protection plus and started a claim.
I then gave my mechanic the warranty. When he called the cars protection plus, they threatened several times to hang the phone on him.
When he called again, they said I need to pay the cost of taking down the engine and transmission so that cars protection can investigate the reason why the car broke down.
I contested. I was told that the garage appears to be a house address and it was suspicious.
Till date is over 4 months and this car protection company has not fix my car.
Every single day I am paying Lyft to get to work.
The mechanic is asking me to pick up the car or I pay rental to parking the car.Business Response
Date: 05/20/2024
May 20, 2024
RE: 2014 MERCEDES-BENZ E-CLASS E 550 4MATIC
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 March 26, 2024, the customer’s
repair facility called CARS to open a mechanical claim; however, the repair
facility was unable to provide the vehicle’s current mileage. CARS’ claims adjuster
reviewed all information needed to open a mechanical claim and requested the
repair facility call back when they had the information available. The conversation
lasted only three (3) minutes and both CARS’ claims adjuster and the repair
facility were courteous and professional.
Later in the day on March 26,
2024, the repair facility called and opened a mechanical claim on behalf of the
customer’s vehicle for an engine and a transmission; however, they were unable
to provide any diagnostic information to CARS. CARS’ claims adjuster asked the
repair facility how they knew the vehicle’s transmission was bad if the engine wouldn’t
start. The repair facility stated they knew the transmission was bad because of
diagnostic trouble codes the vehicle was displaying; but they were unable to provide
the codes to CARS and CARS’ claims adjuster explained that a transmission code
does not mean that the transmission is bad. CARS’ claims adjuster explained to
the repair facility that they would need to obtain the customer’s authorization
to tear down the vehicle to the point that the cause of the failure and extent
of the damage could be provided to CARS.
On March 28, 2024, the repair
facility called CARS to review what information CARS needed to proceed with the
mechanical claim and CARS’ claims adjuster again explained to the repair facility
that they would need to obtain the customer’s authorization to tear down the vehicle
to the point that the cause of the failure and extent of the damage could be
provided to CARS.
Later in the day on March 28,
2024, the customer called and spoke to a CARS claims adjuster to review CARS’
request for teardown. CARS’ claims adjuster explained that CARS could not
replace an engine and a transmission without any diagnostic information from
the repair facility. CARS claims adjuster further explained that he had asked
the repair facility how they determined the transmission was bad if the engine
was not working and the repair facility had stated because of vehicle codes.
CARS’ claims adjuster clarified to the customer that codes can show for
multiple reasons and are not a complete diagnostic tool. CARS’ claims adjuster explained
that per the Terms and Conditions of the customer’s attached Vehicle Service Contract
(“VSC”), the vehicle would need torn down to the point that the cause of
failure and extent of damage could be provided to CARS. CARS has highlighted this
information at Provision 5. (c.): 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: c. Your 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. YOU ARE
RESPONSIBLE FOR THESE CHARGES for non-covered repairs/tear-down/diagnostics,
(unless you have the ULTIMATE VALUE Coverage, for which We will pay diagnostic
time of up to one hour of labor for a covered repair). Your repair facility
MUST provide Us with an estimate for the covered repair to obtain an Authorization
number BEFORE any repairs have begun. ANY REPAIRS PERFORMED PRIOR TO
AUTHORIZATION WILL BE DENIED.
On April 02, 2024, CARS had not
received an update from the repair facility; therefore, CARS’ claims adjuster called
the repair facility; however, no one answered, and the voicemail box was full.
To date, CARS has received no
further contact from the customer or the customer’s repair facility. For the
mechanical claim to progress, the customer needs to follow the Terms and
Conditions of their VSC and provide their repair facility with authorization to
tear down the vehicle to the point that the cause of failure and extent of
damage can be provided to CARS.
CARS hopes this information was
helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentCustomer Answer
Date: 05/23/2024
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.
The approach from this company has never been cordial as responded by the company. During my conversation and from what my mechanic told, the reason why CARSPROTECTION PLUS REQUESTED FOR TEAR DOWN AND INSPECTION WAS THAT THEY WERE SUSPICIOUS OF THE CLAIM and was personally told that the Garage appeared to be at a house address and not a business facility. This is evidence by the review against this company.I wrote a review about the company about this particular complain and they never countered my review. Any company will fight for their reputation.
As I mentioned in my complaint, I only bought this warranty because it was imposed as part of the loan presented to me by the sales Manager.
Yes. The mechanic told me that cars protection plus demanded they tear down the car at my expense to determine the cause of the spoil engine and transmission. This did not make sense to me and that is the reason I called card protection plus.
The gears are not shifting and I need to pay for a tow truck to get the car on the lift.
secondly, it doesn’t make any sense to tear down the car because in ten cause of tearing down the car, there is the possibility of further damage.
At the time they called the mechanic, the car had been standing for a longtime and the batteries were very low so the mechanic could not provide the odometer.
An experience mechanic from the onset can tell you about a bad transmission and a bad engine.Card Protection Plus is not as professional as you claim to be.
I want my car to be fixed. I will meet with the mechanic to give you as estimate on fixing the car.
Regards,
******* *******Business Response
Date: 05/31/2024
May 31, 2024
RE: 2014 MERCEDES-BENZ E-CLASS E 550 4MATIC
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:
Customer’s statement: The
reason why CARS requested for tear down and inspection was that they were suspicious
of the claim and was personally told that the Garage appeared to be at a house
address and not a business facility.
CARS’ answer: CARS needs
the vehicle torn down to the point that the cause of the failure can be provided
to CARS for CARS to be able to determine if the repair is covered by the
customer’s Vehicle Service Contract (“VSC”). CARS needs the vehicle to be torn
down to provide the extent of damage to ensure a complete and accurate repair
is made to the vehicle.
No inspection was ordered as vehicles
cannot be inspected in a fully assembled state.
When CARS’ claims adjuster looked
up the address provided by the customer’s repair facility, it appeared to be a
residential address. CARS’ claims adjuster explained to the repair facility
that once an inspector was sent, the inspector could verify that it was a
business location.
Customer’s statement: As I
mentioned in my complaint, I only bought this warranty because it was imposed
as part of the loan presented to me by the sales Manager.
CARS’ answer: This is
between the customer and the sales manager.
Customer’s
statement: Yes. The
mechanic told me that cars protection plus demanded they tear down the
car at my expense to determine the cause of the spoil engine and transmission.
This did not make sense to me and that is the reason I called card protection
plus. The gears are not shifting and I need to pay for a tow truck to get
the car on the lift. secondly, it doesn’t make any sense to tear down the
car because in ten cause of tearing down the car, there is the possibility of
further damage. At the time they called the mechanic, the car had been
standing for a longtime and the batteries were very low so the mechanic could
not provide the odometer. An experience mechanic from the onset can tell
you about a bad transmission and a bad engine.
Card Protection
Plus is not as professional as you claim to be.
I want my car to be fixed. I will meet with the mechanic to give you as
estimate on fixing the car.
CARS’ answer: Per the
Terms and Conditions of the customer’s VSC, the vehicle will need torn down to
the point that the cause of failure and extent of damage can be provided to
CARS: 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: c. Your
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. YOU ARE RESPONSIBLE FOR THESE CHARGES for non-covered repairs/tear-down/diagnostics, (unless you have the ULTIMATE
VALUE Coverage, for which We will pay diagnostic time of up to one hour of
labor for a covered repair). Your repair facility MUST provide Us with an
estimate for the covered repair to obtain an Authorization number BEFORE any
repairs have begun. ANY REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE
DENIED.
Once the customer’s repair
facility has the requested diagnostic information available, please have them
contact CARS.
CARS hopes this information was
helpful to your inquiry.
Sincerely,
The Customer Care Department
laCustomer Answer
Date: 06/07/2024
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.
I do not accept your response.You admitted that you initial thought that the garage was a house address and I don’t believe you because your company knows better.
I am not going to tear down the car. The engine needs to be replaced. I can make available an estimate for you to replace my engine. The diagnostics shows the car has a bad engine and transmission and that is why it needs to be tow to put on the lift.
I remember there was a time I called cars protection plus to cancelled this warranty because of your arrogance and I was told that it was too late to cancel.
My warranty was privilege plus.
At the time you called the batteries were drained and the car could not be turn.
check you reviews. This how you treat all your customers.
As the days are going by, I continue to pay a lot on taxi dropping and picking up from school and going to work.
I have made it very clear, I am not paying to taking out the engine and transmission. The engine and transmission are bad. There is no need to know the extend of the problem.
You threatened to hang up the phone on me several times.I will get you the estimate and that is all I will do.
I have tried several times to upload the codes and the files are too largeI have about second codes
Regards,
******* *******Business Response
Date: 06/26/2024
June 26, 2024
RE: 2014 MERCEDES-BENZ E-CLASS E 550 4MATIC
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:
Customer Statement on newest
rejection: You admitted that you initial thought that the garage was a
house address and I don't believe you because your company knows better.
CARS’ answer from the May 31,
2024, response submitted to the BBB: When CARS’ claims adjuster looked up
the address provided by the customer’s repair facility, it appeared to be a
residential address. CARS’ claims adjuster explained to the repair facility
that once an inspector was sent, the inspector could verify that it was a
business location.
Customer Statement on newest
rejection: I am not going to tear down the car. The engine needs to be
replaced. I can make available an estimate for you to replace my engine. The
diagnostics shows the car has a bad engine and transmission and that is why it
needs to be tow to put on the lift.
CARS’ answer from the May 20,
2024, response submitted to the BBB: On March 26, 2024, the customer’s
repair facility called CARS to open a mechanical claim; however, the repair
facility was unable to provide the vehicle’s current mileage. CARS’ claims
adjuster reviewed all information needed to open a mechanical claim and
requested the repair facility call back when they had the information available.
The conversation lasted only three (3) minutes and both CARS’ claims adjuster
and the repair facility were courteous and professional.
Later in the day on March 26,
2024, the repair facility called and opened a mechanical claim on behalf of the
customer’s vehicle for an engine and a transmission; however, they were unable
to provide any diagnostic information to CARS. CARS’ claims adjuster asked the
repair facility how they knew the vehicle’s transmission was bad if the engine
wouldn’t start. The repair facility stated they knew the transmission was bad because
of diagnostic trouble codes the vehicle was displaying; but they were unable to
provide the codes to CARS and CARS’ claims adjuster explained that a
transmission code does not mean that the transmission is bad. CARS’ claims
adjuster explained to the repair facility that they would need to obtain the
customer’s authorization to tear down the vehicle to the point that the cause
of the failure and extent of the damage could be provided to CARS.
On March 28, 2024, the repair
facility called CARS to review what information CARS needed to proceed with the
mechanical claim and CARS’ claims adjuster again explained to the repair
facility that they would need to obtain the customer’s authorization to tear
down the vehicle to the point that the cause of the failure and extent of the
damage could be provided to CARS.
Later in the day on March 28,
2024, the customer called and spoke to a CARS claims adjuster to review CARS’
request for teardown. CARS’ claims adjuster explained that CARS could not
replace an engine and a transmission without any diagnostic information from
the repair facility. CARS claims adjuster further explained that he had asked
the repair facility how they determined the transmission was bad if the engine
was not working and the repair facility had stated because of vehicle codes.
CARS’ claims adjuster clarified to the customer that codes can show for
multiple reasons and are not a complete diagnostic tool. CARS’ claims adjuster
explained that per the Terms and Conditions of the customer’s attached Vehicle
Service Contract (“VSC”), the vehicle would need torn down to the point that
the cause of failure and extent of damage could be provided to CARS. CARS has
highlighted this information at Provision 5. (c.): 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: c. Your 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. YOU
ARE RESPONSIBLE FOR THESE CHARGES for non-covered
repairs/tear-down/diagnostics, (unless you have the ULTIMATE VALUE Coverage,
for which We will pay diagnostic time of up to one hour of labor for a covered
repair). Your repair facility MUST provide Us with an estimate for the covered
repair to obtain an Authorization number BEFORE any repairs have begun. ANY
REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE DENIED.
On April 02, 2024, CARS had not
received an update from the repair facility; therefore, CARS’ claims adjuster
called the repair facility; however, no one answered, and the voicemail box was
full.
To date, CARS has received no
further contact from the customer or the customer’s repair facility. For the
mechanical claim to progress, the customer needs to follow the Terms and
Conditions of their VSC and provide their repair facility with authorization to
tear down the vehicle to the point that the cause of failure and extent of
damage can be provided to CARS.
CARS’ answer from the May 31,
2024 response submitted to the BBB: Per the Terms and Conditions of the
customer’s VSC, the vehicle will need torn down to the point that the cause of
failure and extent of damage can be provided to CARS: 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: c. Your 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. YOU ARE RESPONSIBLE FOR THESE CHARGES for non-covered
repairs/tear-down/diagnostics, (unless you have the ULTIMATE VALUE Coverage,
for which We will pay diagnostic time of up to one hour of labor for a covered
repair). Your repair facility MUST provide Us with an estimate for the covered
repair to obtain an Authorization number BEFORE any repairs have begun. ANY
REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE DENIED.
Once the customer’s repair
facility has the requested diagnostic information available, please have them
contact CARS.
Customer Statement on newest
rejection: I remember there was a time I called cars protection plus to
cancelled this warranty because of your arrogance and I was told that it was
too late to cancel.
CARS’ answer: On October
20, 2023, the customer contacted CARS to request cancellation of the VSC and
CARS’ customer service representative reviewed the cancellation provisions with
the customer. CARS has highlighted the cancellation
information at Provision 7. (c.): 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. After 20 days
from the Effective Date, there is no refund except in the case of a total loss,
as determined by the insurance carrier, or repossession by the lienholder, and
as long as no claim was made. If eligible, We will cancel this Service Contract
for a monthly prorated refund, less an administration fee of $50.00.
Customer Statement on newest
rejection: My warranty was privilege plus.
CARS’ answer: CARS does
not sell a VSC called a Privliege Plus. The VSC on file for the customer is a
Value Protect series Value Plus Level for a term of 36 Months.
Customer Statement on newest
rejection: At the time you called the batteries were drained and the car
could not be turn. check you reviews. This how you treat all your customers.
CARS’ answer: CARS strives
for excellent customer service; however, CARS must adjudicate claims using the
Terms and Conditions of each customer’s individual VSC and cannot allow customer
to pick and choose which part of the Terms and Conditions are followed.
Customer Statement on newest
rejection: As the days are going by, I continue to pay a lot on taxi
dropping and picking up from school and going to work.
CARS’ answer: There is no benefit
on the customer’s VSC that allows for payment of taxi and or Uber fees. There
is a rental benefit with an authorized claim. This information is highlighted
at Provision 2. (a., vii.): 2. SCHEDULE OF COVERAGE: a. POWER
TRAIN: vii. RENTAL BENEFITS: You will be reimbursed $25.00 for
each eight hours of Mitchell’s ProDemand labor guide time to repair or replace
the covered component with a maximum benefit of $300.00 per claim, if proof of
rental is provided with an authorized claim. Any time not related to the actual
repair and replacement of the covered component is not included in this
benefit.
Customer Statement on newest
rejection: I have made it very clear, I am not paying to taking out the
engine and transmission. The engine and transmission are bad. There is no need
to know the extend of the problem. You threatened to hang up the phone on me
several times. I will get you the estimate and that is all I will do. I have
tried several times to upload the codes and the files are too large I have
about second codes.
CARS’ answer from the May 31,
2024 response submitted to the BBB: Per the Terms and Conditions of the
customer’s VSC, the vehicle will need torn down to the point that the cause of
failure and extent of damage can be provided to CARS: 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: c. Your 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. YOU ARE RESPONSIBLE FOR THESE CHARGES for non-covered
repairs/tear-down/diagnostics, (unless you have the ULTIMATE VALUE Coverage,
for which We will pay diagnostic time of up to one hour of labor for a covered
repair). Your repair facility MUST provide Us with an estimate for the covered
repair to obtain an Authorization number BEFORE any repairs have begun. ANY
REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE DENIED.
Once the customer’s repair
facility has the requested diagnostic information available, please have them
contact CARS.
CARS’ answer: If the customer
refuses to allow his chosen repair facility to perform the necessary teardown to
allow the repair facility to demonstrate both the root cause of the Vehicle’s
failure and the extent of damage to the Vehicle to CARS, CARS cannot assist.
CARS hopes this information was
helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentInitial Complaint
Date:05/13/2024
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.
paid for protection on 4/10/2024, cancelled protection on 4/18/2024 took a loss of 367.00 and i can not get anyone to provide me any information on the refund status and why it was sent to my bank account . i originally paid 1667 and change less a 45.00 credit card fee and cars protection plus refunded me 1300.00. no one will answer the phones once put on hold after explaining the reason for your call ( dial 6 for cancellation and refund) very poor customer service if you ask me. and definitely untrustworthy. today is 5/13/2024 and I have been trying to get answers from cars protection plus for 3 hours plus and no one they transfer me to is trained or authorized to give me an answer.Business Response
Date: 05/17/2024
May 17, 2024
RE: 2016 AUDI Q5 2.0T QUATTRO PREMIUM PLUS
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 apologizes that the customer
feels they received poor customer service when cancelling their attached Vehicle
Service Contract (“VSC”). CARS’ Customer Service Representatives spoke to the
customer on multiple occasions regarding the refund due for the cancellation,
including explaining that there could be two (2) portions to the refund, one
from the dealer and one from CARS.
The purchase price of the VSC was
$1,661.00 and CARS has highlighted this information.
On May 02, 2024, CARS mailed a check
in the amount of $1,311.00 representing CARS’ portion of the refund due. CARS’
check was cashed on May 10, 2024.
On May 14, 2024, the selling
dealership made an electronic payment to the customer in the amount of $350.00
representing the dealership’s portion of the refund due.
In short, this customer has
received a full refund of $1,661.00.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentInitial Complaint
Date:05/13/2024
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.
this company is not responding to my request to a refundCustomer Answer
Date: 05/10/2024
Hello on row 13 mega auto outlet charged me for an extended warranty in the amount of 2000 dollars. When I talked to C.A.R.S. Protection plus which is the extended warranty to cover my vehicle the warranty and mileage I was quoted wasn't the same amount I paid for. Cars protection plus told me they were only giving 6 months of coverage for the 2000 dollars I paid and they told me they upcharged me for warranty and I had to cancel in 30 days to get a refund. When I canceled it wasn't the amount of 2000 that I paid for so I called mega auto outlet and asked for a total refund of warranty they didn't honor my request. I called several times and they wouldn't answer my phone calls or return with a solution. Also when they did inspection it was a bogus inspection it was to a Honda pilot not honda odyssey. I called va state inspector Trigal and he informed of this. His number is *********** When I got reinspected in maryland I had to pay for repairs that didn't do to pass.
Document of taxes paid at mva not at mega auto outlet on amoun5 of 10,300 dollars
Customer Answer
Date: 05/11/2024
Better Business Bureau:
I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
****** *******Business Response
Date: 05/29/2024
May 29, 2024
RE: 2012 HONDA ODYSSEY EX-L
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 apologizes for the delay;
however, per the Terms and Conditions of the customer’s Vehicle Service
Contract (“VSC”) refunds for cancellations are processed through the selling
car dealership.
The customer’s VSC has been
cancelled and the customer was eligible for a full refund.
Despite CARS’ best efforts to obtain
information on the customer’s refund from the selling car dealership, CARS was
unsuccessful; therefore, CARS has issued payment to the customer’s lender on behalf
of the selling car dealership. The check was mailed today via USPS. Please have
the customer allow two (2) weeks for their lender to receive and process CARS’ payment.
If the customer, or the customer’s
lender receives payment from the selling car dealership, please be sure they do
not process the payment.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
laInitial Complaint
Date:05/08/2024
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 took my car in to a reputable dealer for service. The car repair service has been trying to contact cars plus regarding my warranty and Cars Plus has not contacted them. It has been over 10 days.Business Response
Date: 05/15/2024
May 15, 2024
RE: 2016 FORD EDGE SE
CONTRACT NO.: ACE421113
OUR FILE NO.: C-8813
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 apologizes that the
customer’s repair facility had difficulty reaching CARS via telephone to open a
mechanical claim. CARS tries to answer all incoming telephone calls; however,
on some days this is not possible due to a high call volume. If a repair
facility leaves a voicemail, CARS will return the call. Repair facilities can
also open mechanical claims by visiting www.carsprotectionplus.com and clicking
on the CLAIMS tab.
CARS received a voicemail from
the customer’s repair facility and on May 02, 2024, a CARS claims adjuster
returned the call; however, CARS’ claims adjuster was told that the repair
facility employee CARS needed to speak to was on vacation. CARS’ claims adjuster
provided CARS’ contact information and requested a return call.
The next contact CARS received
from the repair facility was on May 06, 2024, via an online claim submission.
CARS’ claims adjuster contacted the repair facility that day and a mechanical
claim was opened.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
laInitial Complaint
Date:04/28/2024
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 purchased a 2018 Ford Explorer and the sales person convinced me to get an extended warranty. I ended up paying $2,100. Later, on April 1st, I decided to cancel the warranty and called them. They told me that I was within the time frame to get a full refund since I got the warranty on March 18th. I went ahead and requested the cancelation for a full refund. I was expecting to get the full $2,100 since I submitted the cancelation on time, but they only sent $529 to my bank. They did not give me a full refund as they promised me and as the contract says. I need a full refund made to my account.Business Response
Date: 05/01/2024
May 01, 2024
RE: 2018 FORD EXPLORER XLT
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:
This customer is correct. The
refund amount for the cancellation of their Vehicle Service Contract (“VSC”)
was $2,100.00.
Upon receipt of the customer’s BBB
Complaint and CARS’ subsequent investigation, it was discovered that the
customer’s lender had been sent an over-payment by CARS in the amount of
$529.00. CARS has sent the attached request for a refund to the customer’s
lender.
The customer’s entire refund
amount due of $2,100.00 was remitted to the customer’s lender via USPS on April
30, 2024, by the car dealership that the vehicle was purchased from. {SEE
ATTACHED}
Please have the customer allow
two (2) weeks for their lender to receive the payment.
CARS apologizes for any confusion the accounting error caused the customer and hopes
this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentsInitial Complaint
Date:04/19/2024
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 have been a customer of this company since I bought my truck. I have had issues with this truck and have brought it to Route 130 Dodge dealership in Robbinsville, NJ on multiple occasions to be repaired. Their shop did not repair what was wrong, instead they would repaid the little things they found first and not look for the MAIN issue. Now this protection company is refusing to cover these issues and a different shop wants over $14,000 for these repairs. I am attaching the invoice of the issues that are wrong with the Truck that has to be fixed.Business Response
Date: 04/25/2024
April 25, 2024
RE: 2014 RAM
PICKUP 1500 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:
Contract No.: **********
The customer’s first Vehicle
Service Contract (“VSC”) with CARS, Contract No. ********** was purchased on
behalf of their 2014 Ram Pickup 1500 Sport (“Vehicle”) with an effective date
of March 13, 2021, for a term of 36 months and expired by date on March 13,
2024. During the effective period of Contract No* ********* there were three
(3) mechanical claims opened on behalf of the customer’s Vehicle, all by the repair
facility referenced in the customer’s BBB Complaint. All three (3) mechanical
claims were adjudicated correctly in accordance with the Terms and Conditions
of Contract No. **********
CARS does not diagnose or repair vehicles;
diagnostics and corresponding repairs are performed by the customer’s chosen
repair facility. If the customer is unhappy with the repairs made by their
chosen repair facility they will need to address this issue directly with the
repair facility.
A copy of this VSC is attached.
Contract No.: **********
The customer’s second VSC with
CARS, Contract No. *********, was purchased on behalf of their Vehicle with a purchase
date of March 13, 2024, and an effective date of April 12, 2024, for a term of
48 months.
On April 02, 2024, a repair
facility opened a mechanical claim on behalf of the customer’s Vehicle stating
the Vehicle was brought to the repair facility on March 21, 2024. This repair
facility requested both front axles, a valve block for the Vehicle’s air
suspension system, and an air suspension compressor. This mechanical claim was
denied because Contract No. ********* was not yet effective and issues that
occur prior to the VSC effective date are not covered. CARS has attached a copy
of this VSC and highlighted this information at ACCEPTANCE TO TERMS: I
understand there is a Waiting Period and no claim will be honored or paid for
any failures that occur from the Purchase Date of this contract for a period of
thirty (30) calendar days and one thousand (1,000) miles.
Based on the above information, CARS
stands by CARS’ original decision and cannot assist with the repairs requested
by the customer’s chosen repair facility on the April 02, 2024, mechanical
claim.
If the customer’s Vehicle has any
other issues during the effective period of Contract No. *********, the
customer can have their chosen repair facility follow the claim procedures at
Provision 5. in the Terms and Conditions.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
Attachments
C.A.R.S Protection Plus Inc is BBB Accredited.
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