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.

close

Find a Location

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

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:04/19/2024

  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.

  Bought a 2 year extended powertrain warranty.
  Anything powertrain related is covered. So my vehicle drops an injector open, and oil cooler has failed. Company will not cover either one. Reason being, they only cover the engine itself, if it fails.
  Nothing that bolts to it. Not only will they not cover anything that "bolts" to the engine, they will not cover the engine if anything that "bolts" to it causes it to fail (water pump, radiator, injectors, oil pump, timing chain). You know, the only things that will cause catastrophic failure. So the warranty essentially covers NOTHING!

  Business Response

  Date: 04/19/2024

  April 19, 2024
  
  RE:         2017 CHRYSLER PACIFICA 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 was unable to locate a
  Vehicle Service Contract (“VSC”) belonging to the individual who made the BBB
  complaint; however, CARS was able to locate a VSC for which they are authorized
  to review VSC and mechanical claim information.
  
  This customer’s VSC is an
  inclusionary contract. Meaning there is a list of covered components and if a
  component is not listed, then it is not covered. It is correct that neither the
  oil cooler nor fuel injectors are listed for coverage on the customer’s VSC.
  CARS has highlighted the customer’s complete list of covered components at
  Provision 2. (a.).
  
  It is also correct that damage
  caused to a covered component by a non-covered component is not covered on the customer’s
  VSC. CARS has highlighted this information at Provision 3. (f.): 3. COMPONENTS
  AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): f.
  Damage/failure to a covered component caused by a NON-covered component.
  
  CARS apologizes that the customer is unhappy with the denial of their
  mechanical claim. CARS sells a variety of VSCs offering various levels and
  types of coverage, and adjudicates mechanical claims made on behalf of covered vehicles
  using the Terms and Conditions of the VSC purchased by that customer for their
  vehicle.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:04/04/2024

  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.

  Cars Protection Plus drags their feet and will not give anwaers in a matter that helps our business help our customers. We had an open claim with them, and by them not answering questions and being unclear about steps to take even though did everything we were auposed to, our claim was denied. We have dealt with this company for years, and have had very few claims. The time that we need that to cover a claim, they deny it and hang up the phone on us. This company scams you out of your money and doesn't return the product they say they will.4169.96

  Business Response

  Date: 04/15/2024

  April 15, 2024
  
  RE:         OUR FILE NO.: C-8772
                 BBB COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The CARS Protection Plus Inc. (“CARS”)
  Customer Care Department is in receipt of the BBB complaint submitted on behalf
  of a CARS’ dealer/repair facility.
  
  Although the dealer/repair
  facility did not specify which customer’s vehicle and claim he was referencing
  in his complaint, CARS was able to locate a recent claim submitted on behalf of
  a customer, wherein the dealer/repair facility contacted CARS and responds as
  follows:
  
  On March 20, 2024, a claim was
  opened by the dealer/repair facility on behalf of the customer’s 2017 Nissan
  Rogue S.  The dealer/repair facility
  advised the vehicle was towed to the repair facility and needed a
  transmission.  During that call, CARS
  advised the dealer/repair facility that CARS would need to speak to the
  customer to obtain a history of the vehicle.
  
  Later that same day, after
  speaking with the customer, CARS attempted to call the dealer/repair facility;
  however, there was no answer.  CARS left
  a voicemail requesting the dealer/repair facility return the call to go over
  CARS’ claim procedures.
  
  On March 21, 2024, the dealer/repair
  facility returned the call to CARS. 
  During that call, CARS advised the dealer/repair facility of CARS’ claim
  procedures in detail, including advising repairs performed without
  authorization would be denied.  During
  that call, CARS also requested the repair facility/dealer submit to CARS
  pictures of the transmission fluid and CARS provided an email address to submit
  the pictures to.
  
  On March 26, 2024, CARS received
  the estimate for repairs, but did not receive the requested pictures.
  
  On March 28, 2024, and again on
  March 29, 2024, CARS attempted to call the dealer/repair facility; however,
  there was no answer.  CARS left a
  voicemail regarding the requested pictures.
  
  On April 1, 2024, the dealer/repair
  facility called CARS stating he was upset that CARS did not authorize the
  claim.  The dealer/repair facility
  advised he paid for the repairs for the customer.  The work was done, and he was waiting on
  payment.  CARS advised we were waiting on
  the pictures of the oil.  The dealer/repair
  facility began to get very angry and started using profanity stating he sent
  them.  CARS attempted to again advise that
  the repair estimate was uploaded to the claim, but CARS was waiting on the
  pictures to proceed.  The dealer/repair
  facility demanded to speak with a supervisor and then disconnected the call.
  
  On that same date, CARS’ Dealer
  Relations Department received a call from the dealer/repair facility advising
  he was upset over the length of time for the claim.  The dealer/repair facility advised he sent
  the pictures to claims.  CARS advised the
  requested pictures were not uploaded to the claim.  The dealer/repair facility then stated he
  just advised over the phone.  The
  dealer/repair facility advised the work was done.  CARS advised the dealer/repair facility that if
  the work was done without prior authorization there would be a high probability
  the claim would be denied; however, once CARS received the pictures it would be
  determined by the Claims Department whether or not CARS would deny the claim.
  In addition, since the repair were already completed, CARS would be unable to
  perform an independent inspection to verify the failures.  The dealer/repair facility stated he still
  had the transmission.  The dealer/repair
  facility then hung up and ended the call.
  
  On April 1, 2024, CARS received
  the requested photographs, and they were uploaded to the claim.  After management review, the claim was denied
  for repairs performed without prior authorization.
  
  On April 2, 2024, CARS left two
  (2) voicemails to advise the dealer/repair facility of the claim denial.
  
  On April 4, 2024, the
  dealer/repair facility contacted CARS inquiring about the denial of the
  claim.  CARS advised there would be no
  assistance since the repairs were performed without prior authorization
  pursuant to the provisions of the customer’s Service Contract.  The dealer/repair facility advised he would
  take legal action in Maine and the call was ended.
  
  The customer’s Service Contract
  states
  
  3. COMPONENTS
  AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels):
  c. Any
  repair done without prior authorization from Us.
  
  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:
  a. Your Vehicle must be at a
  qualified repair facility, of Your choosing, in the United States, CAPABLE TO:
  (1) perform tear-down to the point of component failure, (2) determine the
  cause of failure and extent of damage, and (3) rebuild the component, if
  necessary or requested. The Vehicle MUST REMAIN at the same repair facility
  until repairs are complete. If Your Vehicle is removed the claim will be
  closed. If Your repair facility is unwilling or unable to work with Us, then We
  reserve the right to require You to choose another repair facility.
  b. Your repair facility must call
  888-335-6838 to open a claim BEFORE any repairs have begun. However, if Our
  office is closed, You must call Us as soon as possible and leave a voice
  message with Your name, VIN or Service Contract Number, and a description of
  the claim and/or mechanical breakdown. In the event an emergency breakdown
  occurs outside of Our working hours, You may follow the Claim Procedures in the
  Service Contract without prior authorization. However, You must notify Us of
  the repairs as soon as We reopen. Reimbursement will be made in accordance with
  the provisions in the Service Contract and nothing herein authorizes repairs
  not otherwise covered. Emergency repairs are those required because Your
  Vehicle was
  inoperable or unsafe to drive. Parts
  must be available for inspection by Us. 24-Hour Roadside Assistance is
  available. To utilize this service, you MUST call roadside assistance at
  800-418-9836.
  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/teardown/diagnostics in
  excess of one hour for covered repairs.
  d. We have the right to issue an
  independent third-party inspection on Your Vehicle at no charge to You.
  However, if Your repair facility is unable/unwilling to show the cause of
  failure and the extent of damage during an initial inspection, You will be responsible
  for all re-inspection costs.
  e. Your repair facility MUST provide
  Us with an estimate for the covered repair in order to obtain an Authorization
  number BEFORE any repairs have begun. ANY REPAIRS PERFORMED PRIOR TO
  AUTHORIZATION WILL BE DENIED.
  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.
  g. For all authorized claims, if a
  part is not available for any reason, including the part no longer being
  manufactured, then We will provide a maximum benefit payout directly to You
  calculated as the OEM manufactured part price not to exceed Your Vehicle’s cash
  value at time of claim. Upon issuing payment, You agree the claim to be
  adjudicated and closed.
  h. FOR ALL CLAIMS, AFTER 30 DAYS
  WITHOUT A CLAIM STATUS UPDATE FROM YOUR REPAIR FACILITY TO US, THE CLAIM WILL
  BE CLOSED. IF YOUR SERVICE CONTRACT HAS EXPIRED DURING THIS TIME, NO FURTHER
  CLAIMS CAN BE MADE, AND NO FURTHER ASSISTANCE WILL BE PROVIDED, REGARDLESS OF
  YOUR VEHICLE’S CONDITION OR LOCATION.
  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 180 days from the date issued. After 180 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.
  
  CARS stands behind its original
  decision and is unable to assist with any repairs for the customer’s vehicle,
  since the dealer/repair facility failed to follow CARS’ Claim Procedures and
  provide the requested documents in order that CARS could properly adjudicate
  the claim to determine if the failures would be covered pursuant to the
  customer’s Service Contract. Specifically, because the repairs were performed
  without prior authorization, CARS would have been unable to issue an
  independent inspection of the vehicle to verify the failures as outlined in
  CARS’ Claims Procedures above.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  cll
  
  Attachment

• Initial Complaint

  Date:03/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a GMC Sierra 2017 with an extended bumper to bumper all major mechanicals coverage unlimited miles and immediately encountered a transmission issue. A remanufactured model was installed and symptoms persisted.
  
  The vehicle was brought to Key Chevrolet and encountered months of delays until a used tran was available. During this time, my vehicle was off the road and unavailable to me during a time when I was receiving cancer treatment.
  
  The vehicle was returned to me in December of 23, and within 3 weeks, the tran encountered slipping issues. I returned it to Key Chevrolet on 1/3/24 and have repeatedly requested to escalate the matter and speak to upper management.
  
  George, a senior adjuster was the first to share affronting personal information. The first callback was not received. I spoke with two other adjusters who updated and confirmed my contact info. Neither of those calls were received either.
  
  The warranty company has an obligation to provide a part better than the one that failed, the one that failed had 125k miles on it and the newer part 150k. I have been without my truck for nearly 6 months. This is asinine. This company has very little follow through or accountability.

  Business Response

  Date: 03/14/2024

  March 14, 2024
  
  RE:         2017 GMC SIERRA 1500 BASE
                 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 October 12, 2023, a repair
  facility opened a mechanical claim on behalf of the customer’s vehicle stating
  the vehicle had a shudder between gears, and possibly a slight fluid leak from
  the transmission pan seal. CARS’ claims adjuster reviewed the customer’s
  Vehicle Service Contract (“VSC”) coverages and requested the repair facility contact
  CARS once more diagnostic information was available.
  
  On October 19, 2023, CARS
  received the requested diagnostic information from the repair facility and ordered
  an independent inspection of the vehicle.
  
  On October 24, 2023, after CARS’
  claims adjuster received and reviewed the third-party inspector’s findings,
  CARS’ claims adjuster called the repair facility and left a voice mail requesting
  an estimate for the cost of the repairs be submitted to CARS.
  
  On November 01, 2023, the repair
  facility called CARS for an update on the mechanical claim. CARS’ claims adjuster
  reviewed the third-party inspector’s findings with the repair facility and again
  requested an estimate for the repairs be submitted to CARS. CARS received and
  reviewed the estimate later that day and then contacted the repair facility
  with the customer’s options on how to proceed with the repairs. The customer was
  given 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
  part.
  
  On November 03, 2023, CARS’
  claims adjuster called the repair facility to obtain the customer’s decision
  and had to leave a voicemail.
  
  On November 13, 2023, the repair facility
  called CARS and stated that the customer had chosen to have CARS ship CARS’
  supplied transmission and assist with the labor. CARS’ claims adjuster ordered
  the part that same day and was given an ETA of November 21, 2023, for the transmission
  to arrive at the repair facility.
  
  On December 12, 2023, CARS received
  the final invoice from the repair facility and payment was made via credit card
  in the authorized amount.
  
  CARS was not notified of issues with
  CARS’ supplied transmission until January 12, 2023, when the customer contacted
  CARS stating the vehicle was slipping. CARS’ claims adjuster explained that the
  vehicle would need to be returned to the repair facility and the repair facility
  would need to contact CARS.
  
  On January 19, 2023, the repair
  facility contacted CARS and stated that CARS’ supplied transmission was
  slipping and had a shudder. CARS’ claims adjuster explained that CARS would
  contact the supplier and have the supplier reach out to the repair facility.
  
  On January 25, 2024, CARS received
  notification from CARS’ parts supplier that a replacement unit was being
  shipped to the repair facility the next day.
  
  On February 12, 2024, the
  customer contacted CARS upset about the mileage on the replacement transmission
  sent to the repair facility by CARS’ parts supplier.
  
  The replacement transmission that
  CARS’ parts supplier shipped has approximately 155,000 miles on it and when the
  repair facility opened the mechanical claim on October 12, 2023, the customer’s
  vehicle had approximately 196,000 miles on it. Simply put, the replacement
  transmission has approximately 41,000 less miles than the customer’s vehicle
  and is an acceptable replacement according to the Terms and Conditions of the
  customer’s attached VSC. Please see highlighted Provision 5. (e.): 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: e. We have the option to
  select used, rebuilt or aftermarket components when authorizing repairs.
  
  CARS’ claims supervisor has
  reviewed the mechanical claim, contacted the repair facility, and provided the
  customer with two (2) options. The customer can either use the replacement transmission
  that CARS’ parts supplier shipped OR return the transmission at the customer’s
  cost of $200.00, use the claim allowance and have the repair facility provide
  the transmission. The mechanical claim is currently pending, waiting for the customer’s
  decision.
  
  CARS apologizes that the customer
  did not receive a return phone call from CARS’ claims supervisor and CARS has notated
  the customer’s mechanical claim to have all repair facility and customer calls forwarded
  to CARS’ claims supervisor.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 03/14/2024

  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.
  
  
  
  What the aforementioned response fails to establish is that the transmission put into the vehicle in the Autumn 2023 claim, had 125k miles on it, and the next shipped in 2024 has 155+k miles on it, not in agreement with the terms of the warranty.

  The vehicle mileage mentioned is irrelevant since the truck was sold in 2021 with a replacement transmission in it, and had that replacement transmission replaced in 2022, which also failed. The warranty states, parts better then, and 155k miles is not better than the 125k miles that failed the third time driven. The dealership where the truck has spent the better part of 4 months, has serious reservations about the transmission and advised not to install. Had ANYONE from the warranty company contacted me back on ANY one of the weekly occasions for which I tried to resolve this matter satisfactorily since January, I'd have a vehicle right now. 

  This has cost me copious amounts of time, money and duress during a time when I've required my vehicle to transport me to Dana Farber Cancer Institute in Boston for ongoing treatment for Stage 3B Rectal cancer.

  To resolve this matter, Im seeking a transmission with better than 125k miles, with no out of pocket costs as the most recent transmission failed within the 90 day warranty. 

  Best regards,
  
  
  
  ******* ******

  Business Response

  Date: 03/20/2024

  March 20, 2024
  
  RE:         2017 GMC SIERRA 1500 BASE
                 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:
  
  “The warranty states, parts
  better then, and 155k miles is not better than the 125k miles…”
  
  The information regarding
  replacement components covered by the customer’s attached Vehicle Service Contract (“VSC”) is
  highlighted at Provision 5. (e.): 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: e. We have the option to select used, rebuilt or
  aftermarket components when authorizing repairs.
  
  “To resolve this matter, Im
  seeking a transmission with better than 125k miles, with no out of pocket costs
  as the most recent transmission failed within the 90 day warranty.”
  
  The customer can
  either use the replacement transmission that CARS’ parts supplier shipped OR
  return the transmission at the customer’s cost of $200.00, use the claim
  allowance and have the repair facility provide the transmission.
  
  These are the
  only two (2) options available and the mechanical claim is currently pending,
  waiting for the customer’s decision. The most cost-effective option is to use
  the replacement transmission that CARS’ parts supplier shipped; however, the
  customer does have the option to return that transmission at the customer’s
  cost of $200.00 and pay the difference for a lower mileage transmission
  provided by the repair facility.
  
  “Had ANYONE from the warranty
  company contacted me back on ANY one of the weekly occasions for which I tried
  to resolve this matter satisfactorily since January, I’d have a vehicle right
  now.”
  
  Both CARS’
  Claims Adjuster’s and CARS’ Customer Service representatives have spoken to the
  customer multiple times. CARS has reviewed the customer’s options on how to
  proceed with the repairs and the mechanical claim is pending, waiting for the
  customer’s decision.
  
  “This has cost me copious amounts
  of time, money and duress…”
  
  CARS understands
  that vehicle issues can be stressful and burdensome. The customer’s VSC does provide
  rental benefits 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.
  
  Please have the
  customer submit any rental receipts to CARS for review.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:02/21/2024

  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.

  Purchased a used Subarau Crosstrek from In Touch Auto in Spotsylvania VA in April 2023 and purchased the Ultimate Value warranty for 12 months/unlimited miles. I took my car into the shop last week for inspection, it failed. A claim was started with the warranty company, then closed the claim because the repairs would be done with Cars Protection parts only, not shop parts and would only be covered until the end of the contract (April 9, 2024). We aren't even moving forward with the claim and I am not understanding why. We aren't using the service at all, why no refund? The coverage wasn't even going to cover any more than $1000 dollars which is also unfair because the warranty states what will be covered, which is what I was expecting. The car is now not going to be fixed, warranty is not going to be used but a refund will not be given because a claim was started/closed even though we are not using it.

  Business Response

  Date: 02/27/2024

  February 27, 2024
  
  RE:         2014 SUBARU XV CROSSTREK 2.0I 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:
  
  On February 19, 2024, a repair facility opened a
  mechanical claim on behalf of the customer’s vehicle. CARS’ claims adjuster
  reviewed the coverages on the customer’s attached Vehicle Service Contract
  (“VSC”), explained what components CARS could and could not assist with, and
  then quoted both CARS’ parts and labor assistance amounts. CARS’ claims
  adjuster then explained that the customer had two (2) options on how to receive
  the needed parts for the repair; CARS could ship CARS’ supplied parts OR the
  customer could take the dollar amount CARS would have paid for CARS’ parts and
  use it toward the cost of the repair facility’s supplied parts. The labor
  assistance would remain the same for either option. The warranty on CARS’
  supplied parts is 90-days or upon VSC expiration; therefore, the customer is
  correct that the warranty on CARS’ supplied parts would have expired on April
  09, 2024, the same date the VSC will expire. Please see highlighted 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 February 21, 2024, the repair
  facility contacted CARS and stated that the customer had CHOSEN not to move forward with any repairs; therefore, the mechanical claim was
  closed.
  
  If the customer wants to open a
  new mechanical claim, the customer needs to take the vehicle to the repair
  facility of their choice and have that repair facility follow the claim
  procedures at Provision 5. while the VSC is active and prior to any repairs
  being made to the vehicle.
  
  Regarding the customer’s question
  about cancelling the VSC. CARS has highlighted 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
  30 days from the Effective Date, there is no refund except in the case of a
  total loss (as determined by the insurance carrier), repossession by the
  lienholder, or You no longer own the Vehicle and can provide supporting
  documentation, 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.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:02/20/2024

  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.

  Warranty company has neglected to cover parts and labor included in the warranty package. Warranty company indicated coverage and what proof was needed but after it was provided, they have yet to authorize claim. They do not return calls, they are rude to the auto shop and their customers. Terrible customer service and consistently give conflicting information each time I have called.
  Ending up paying out of pocket over $3000 for timing chain and labor even though it is supposed to be covered. This is after being without my vehicle for over 3 weeks. Horrible, horrible company.

  Business Response

  Date: 02/27/2024

  February 27, 2024
  
  RE:         2013 FORD F-150 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:
  
  To date, there have been two (2)
  mechanical claims opened on behalf of the customer’s vehicle for engine issues.
  
  On January 22, 2024, a repair
  facility opened a mechanical claim on behalf of the customer’s vehicle stating
  the turbos showed signs of oil leaks indicating they were failed internally, and
  the oil looked bad inside once the valve cover was removed. This repair
  facility stated they would not repair the vehicle and would only replace the
  long block and both turbos. 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 failure and extent of damage
  could be demonstrated to CARS. CARS has highlighted this information in the
  customer’s attached Vehicle Service Contract (“VSC”) 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.
  
  CARS was never provided any
  diagnostic information for this mechanical claim and on January 31, 2024, the
  mechanical claim was closed when the customer informed CARS’ claims adjuster
  that the vehicle was being taken to a different repair facility.
  
  On February 07, 2024, a different
  repair facility opened a mechanical claim on behalf of the customer’s vehicle
  stating there was noise from the timing cover area of the engine and there was
  oil leaking from the turbo. 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 failure and extent of damage
  could be demonstrated to CARS and provided the repair facility CARS’ claims
  email address to send the pictures and/or videos of the teardown to. The repair
  facility informed CARS’ claims adjuster that they would not be able to perform
  the teardown for approximately a week due to the repair facility’s current
  workload.
  
  On February 13, 2024, the repair
  facility called CARS and stated they had pulled the valve cover and saw slack
  in the timing chain, and the VVT solenoids had metal in them. CARS’ claims
  adjuster explained that further TD would be needed to demonstrate the COF and
  EOD.
  
  On February 14, 2024, CARS
  received pictures and a video of the failures from the repair facility.
  
  On February 15, 2024, CARS’
  claims adjuster spoke to the repair facility and reviewed the video and
  pictures. The repair facility requested to replace the vehicle’s engine due to
  age. CARS’ claims adjuster explained that the pictures CARS received demonstrated
  a lot of build-up, and an independent inspection of the vehicle would be needed
  as well as oil change records from the customer.
  
  The independent inspection of the vehicle took place on
  February 21, 2024, and the third-party inspector’s findings are summarized
  here: FINDINGS: Inspected vehicle with technician. Technician had the
  valve covers and timing cover removed from the engine. There is a lot of sludge
  inside the engine. The sludge is so thick in some areas that bolt heads cannot
  be seen. Inspected the timing chain and its components but did not see a
  failure. The timing chain tensioner is extended to 7 teeth indicating the timing
  chain is stretched. The technician removed two of the camshaft actuator
  solenoids. The screens are nearly plugged with sludge. The sludge is most
  likely the cause of the timing chain noise as the oil flow is highly restricted
  causing lack of lubrication. The left turbo has oil residue all over it. It
  looks like it has been leaking for a very long time. There are signs of a long-term
  leak from the lower timing chain gasket on both sides of the engine as well.
  Sludge could also cause the turbo to fail. There are no codes documented on the
  RO. Due to tear down, unable to run a code scan or obtain odometer reading. CAUSE
  OF FAILURE: Verified a failure of the timing chain due to prolonged
  serviced intervals resulting in sludge build up throughout the engine. Verified
  a sealing failure of the left turbo.
  
  On February 22, 2024, the repair facility called CARS for
  an update. CARS’ claims adjuster explained that the inspection report had just
  been received and had not yet been reviewed and requested the repair facility
  send over an estimate for the repairs.
  
  This mechanical claim is
  currently pending, waiting for the estimate from the repair facility. Upon
  receipt of the estimate, CARS will contact the repair facility to review what
  assistance, if any, CARS can offer.
  
  Please advise the customer that
  no repairs made without prior authorization from CARS will be covered. This
  information is highlighted at 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.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:02/18/2024

  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.

  I cancelled my cars extended warranty almost 3 months ago and still haven’t received a refund.

  Business Response

  Date: 02/23/2024

  February 23, 2024
  
  RE:         2013 SCION TC BASE
                 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 in
  the customer receiving the refund for the cancellation of their Vehicle Service
  Contract (“VSC”).
  
  Per the Terms and Conditions of
  the customer’s VSC, refunds for cancellations are processed through the selling
  car dealership. Upon CARS receiving notification from the BBB about the missing
  refund, CARS contacted the selling car dealership on the customer’s behalf.
  
  The selling dealership was apologetic
  about the bookkeeping error and has issued the customer payment via check sent
  USPS.
  
  If the customer does not receive
  the refund within three (3) weeks, please have the customer contact CARS.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 02/26/2024

  [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. 
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:02/15/2024

  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.

  This place should NOT be in business.... they only pay a cap amount towards any labor (which isn't even half the hourly labor cost through a dealer repair shop) and they require any parts used to be purchased from a vendor that sells USED PARTS!!!!!! this is pathetic! Especially when their brochure states that all parts and labor covered when servicing what the warranty covers!!!! That is a boldface lie and somehow they are still in business

  Business Response

  Date: 02/21/2024

  February 21, 2024
  
  RE: 2010 VOLKSWAGEN EOS KOMFORT
  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:
  
  Coverage is based upon the Terms
  and Conditions of the individual Vehicle Service Contract (“VSC”) purchased by the
  customer. CARS has attached a copy of the customer’s VSC and highlighted the
  following information:
  
  2. SCHEDULE OF COVERAGE:
  a. POWER TRAIN: vi. LABOR: 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. The
  hourly labor rate assistance will be the repair facility’s rate up to $60.00
  per hour. Should Your repair facility exceed the authorized repair time or
  labor rate, You are responsible for the difference. If required by
  Administrator, You must authorize needed diagnosis/disassembly to determine
  cause of failure and extent of damage.
  
  Currently, the highest fixed labor
  rate available on a CARS’ VSC is $225.00 per hour; CARS also sells VSCs that
  pay any repair facility’s posted labor rate within industry standards.
  
  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.
  
  There is a pending mechanical
  claim on the customer’s VSC:
  
  On February 12, 2024, a repair
  facility opened a mechanical claim on behalf of the customer’s vehicle requesting
  a starter. CARS’ Claims Adjuster reviewed the customer’s VSC coverages with the
  repair facility and a repair facility employee stated that they would need to contact
  the customer before proceeding.
  
  On February 19, 2024, CARS had
  not received any additional communication from the repair facility; therefore,
  CARS’ claims adjuster called the repair facility for an update but had to leave
  a voicemail.
  
  If the customer wants to proceed
  with the mechanical claim, please have the customer’s repair facility contact CARS
  by calling 888.335.6838 prior to making any repairs to the vehicle.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:12/31/2023

  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.

  This company keeps charging me even after I asked them to cancel my account. I asked them to cancel my service with them over two months ago and they told me that in order for me to cancel I would have to fill out a form and mail it into them but they never send it to me. I looked online at their website and they have no option to cancel or request a cancellation. They tried charging my debit card last month and I disputed it with my bank so this month they just charged my bank account directly. This company is dishonest and I shouldn’t have to fill out a form to remove authorization from charging my account especially since they don’t have any way to download the form and they never send it out when you ask them to. I paid them 99.90 since I asked them to cancel. That was two payments of 49.95. I want my money back.

  Business Response

  Date: 01/03/2024

  January 03, 2024
  
  RE:         2006 HONDA CIVIC EX
                 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 October 30, 2023, the customer
  contacted CARS and requested to cancel the attached Vehicle Service Contract (“VSC”).
  CARS’ customer service representative obtained an email address from the
  customer, sent a cancellation form to the customer provided email address, and
  explained that the cancellation form needed to be filled out and returned. Please
  see:
  
  RECURRING PAYMENT TERMS: If
  Payee or the Owner wishes to end coverage, Payee or the Owner must notify Us in
  writing, at least seven days prior to the next Service Contract beginning.
  
  CARS never received the completed
  cancellation form.
  
  Please have the customer fill out
  the attached cancellation form and return it using the information at the
  bottom of the form or via email to [email protected].
  
  The cancellation will be
  processed according to the cancellation provisions highlighted at Provision 7.
  (a.):
  
  7. CANCELLATION PROVISIONS:
  - ALL REQUESTED CANCELLATIONS/REFUNDS MUST BE IN WRITING AND WILL BE PROCESSED
  TO THE PAYEE. ANY CANCELLED CONTRACT IS VOID AND WILL NOT BE REINSTATED. a.
  CANCELLATION BY SERVICE CONTRACT HOLDER: You may cancel this Service Contract
  at any time by notifying Us. If you cancel Your Service Contract within the
  first 30 days from the Effective Date, then You will receive a full refund
  provided no claims have been made. After 30 days, or if a claim was made within
  the first 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 days or miles, less any claims paid or
  authorized for payment. There is no cancellation/administration fee under this
  Provision.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachments

• Initial Complaint

  Date:12/13/2023

  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 the car on 11/6/23 it overheated on me and I had it taken to the dealership on 11/13/23 then the seller dealer went and got the car on 11/14/23 but didn’t start the claim with them Intell 11/22/23 they are suggesting car protection plus to put a motor in it and they don’t want to do that

  Business Response

  Date: 12/20/2023

  December 19, 2023
  
  RE: 2015 CHEVROLET CRUZE 2LT
  AUTO
  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 does not authorize repairs
  to vehicles based on customer determination or request, rather CARS obtains
  diagnostic information from certified repair facilities experienced in
  mechanical vehicle repairs. Please see the customer’s attached Vehicle Service
  Contract at 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 in excess of one
  hour for covered repairs.
  
  On November 22, 2023, a repair
  facility opened a mechanical claim on behalf of the customer’s vehicle
  requesting an engine, stating there was a misfire on cylinder 3 and coolant
  intrusion. CARS’ claims adjuster asked that the repair facility 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 December 04, 2023, CARS
  received diagnostic information via an estimate and pictures sent from the
  repair facility to CARS.
  
  On December 05, 2023, CARS’
  claims adjuster called the repair facility to notify them that CARS was
  ordering an independent inspection of the vehicle.
  
  The independent inspection of the
  customer’s vehicle took place on December 07, 2023. The third-party inspector’s
  findings are attached and summarized below:
  
  FINDINGS: Inspector verified. Vehicle engine
  cylinder 2 and 3 revealed clean piston surfaces compared to other cylinders
  indicating a fluid intrusion in cylinder chambers. Vehicle engine cylinder head
  revealed the same evidence for cylinder 2 and 3. The head gasket revealed no
  noticeable indicators of the cause of failure. Head gasket is worn poorly
  across all cylinders. Technician has concerns with cylinder head having a
  crack. No evidence presented or demonstration provided of any cylinder head
  cracks. Technician explained no machine shop is available and is recommending
  engine replacement. The technician explained vehicle coolant reservoir was low
  prior to inspection and slight white sweet-smelling smoke was present. Vehicle
  coolant reservoir is empty. Technician has no concern of coolant contamination
  in oil. No evidence presented or demonstration provided of any internal engine
  part or valve train failures. Engine cylinder walls have no evidence of
  scoring. The inspector failed to retrieve oil fluid level and condition due to
  fluid disposed of prior to inspection. Engine oil left on camshafts and valve
  train looks fresh. No evidence of excessive varnish, sludge, carbon, or
  overheating. Technician hoisted vehicle that revealed an oil pan leaking fluid
  to a seep with long term road grime present. Vehicle is missing oil service
  sticker. Inspector took vehicle mileage from repair order due to vehicle
  electrical system disconnected at time of inspection. Technician declined a
  live DTC scan due to vehicle electrical system disconnected. No evidence of
  outside influence damage, modifications, overheating, commercial use, abuse, or
  lack of maintenance present at time of inspection.
  
  CAUSE OF FAILURE: Findings are consistent with cylinder 2 and 3 fluid intrusion into cylinders.
  
  INSPECTOR’S
  OPINION OF REQUIRED REPAIRS: Replacement of head gasket and machine shop
  verification of cylinder head.
  
  On December 11, 2023, after
  receiving and reviewing the inspection report, CARS’ claims adjuster called the
  repair facility and asked the repair facility to clarify what the vehicle’s
  issues were. The repair facility stated that the only failure established at
  that point was the head gasket; however, the cylinder head would need to be
  sent to a machine shop.
  
  On December 18, 2023, CARS
  received the attached estimate from the repair facility stating the cylinder
  head was sent to a machine shop and there was a crack found in the cylinder
  head.
  
  Here, there was no terminal
  engine failure demonstrated; therefore, CARS was only able to offer assistance
  on the cylinder head and head gasket.
  
  On December 18, 2023, CARS called
  the repair facility and provided the customer’s options on how to receive the
  parts needed for the repair. The customer has the option to have CARS ship
  CARS’ supplied parts and assist with the labor or take the claim allowance and
  have the repair facility provide the parts.
  
  When the repair facility provides
  CARS with the customer’s decision on parts, the mechanical claim can be
  authorized.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachments

• Initial Complaint

  Date:12/08/2023

  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 have more than one complaint but the most recent one I took my car into the dealership and I had 2800 and repairs that all falls under my warranty they refused to let the dealer use their parts and said they had to use these other parts that the dealership and another mechanic shop said they would not use on the worst enemies vehicles they’re straight out of China they’re not legitimate Parts the company says you can go to any auto parts store and that’s the same parts but the dealership and other reputable mechanics say that is not true you do not want those parts on your car in fact they would only cover $70 of the 170 labor in the dealer did me a favor and is only charging me the $70 for the labor but the part some selves are still close to $2000 while the parts that cars protection plus wants to provide cost a total of $212 there’s obviously no comparison in the parts the dealership said in 25 years of this guy doing this that this was the worst phone call he’s ever had he said is the worst warranty company ever and then I should try to get my money back which would be a waste of time I know that this company is a total scam nobody should ever use them you will lose money dealing with them big money

  Business Response

  Date: 12/14/2023

  December 14, 2023
  
  RE: 2013 JEEP GRAND CHEROKEE
  LAREDO 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:
  
  CARS has attached a copy of the
  customer’s Vehicle Service Contract (“VSC”) for his review.
  
  Regarding the customer’s first
  concern about obtaining parts for covered repairs under the VSC, CARS has
  highlighted Provision 5. (e.):
  
  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: e. We have the option
  to select used, rebuilt or aftermarket components when authorizing repairs.
  
  All CARS’ supplied parts are
  sourced from reputable suppliers and come with a warranty of 90-days parts and
  labor OR upon VSC expiration, whichever comes first. Provided the authorized
  labor amount on a mechanical claim meets or exceeds the customer’s per claim
  deductible, the customer has two choices regarding parts. CARS can ship CARS’
  supplied parts and assist with the labor, or the customer can take the claim
  allowance and use the repair facility’s supplied parts. If the repair
  facility’s supplied parts cost more than CARS’ supplied parts, the customer is
  responsible for the difference.
  
  The customer is correct that the
  VSC he purchased will cover up to $70.00 per hour in labor on a covered
  mechanical repair. If the customer’s chosen repair facility charges more, then
  the customer is responsible for the difference. CARS has highlighted the labor
  rate information both on the signature page of the VSC as well as at Provision
  2. (c., vii.):
  
  2. SCHEDULE OF
  COVERAGE: c. VALUE PLUS/ONYX PLUS: vii. ENHANCED LABOR: The
  hourly labor rate will be the repair facility’s rate up to $70.00 per hour.
  
  To date there have been three (3)
  mechanical claims opened on behalf of the customer’s 2013 Jeep Grand Cherokee
  Laredo X (“vehicle”), all of which were adjudicated correctly according to the
  Terms and Conditions of the customer’s VSC; therefore, CARS can offer no
  additional assistance with the repairs. CARS recognizes that the customer is
  upset; however, CARS sells several types of VSCs that offer a wide array of
  coverages and CARS must abide by the Terms and Conditions of each customer’s
  individual VSC.
  
  Regarding the customer’s request
  for a refund. CARS has highlighted 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.
  
  Summarily, there would be no
  refund available for cancelling the VSC.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 12/14/2023

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