Complaints

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  C.A.R.S Protection Plus Inc

  4350 Northern Pike Ste 143 Monroeville, PA 15146-2840

  
• 

  C.A.R.S Protection Plus Inc

  19230 W 8 Mile Rd Southfield, MI 48075-5722

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/04/2023

  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 a 2-year warranty on 11/6/23 for a 2013 Ford Escape from Burns Auto Sales (267 Southbound Gratiot Ave, Mt Clemens, MI 48043). I brought it into a car repair shop (****** ********** **** * ******** *** ********* ** *****) on 11/21 that tried to see what the warranty would cover as the engine light is on. The shop told me I need a new engine. The warranty said customer needs to pay for an engine tear out at my cost for $2500. I took it to a different shop ( ***** **** ***** ********** *** ******* ** *****) for a second opinion and they said the same thing. I decided not to go through with it because who has 2500$ laying around. I was told I can refund it by Cars within 30 days. I tried to call Cars today and request refund they said because I have an "open" claim that it's not refundable. I explained to Cars protection that the shop only called to verify what is covered, no claim is made, and I told Cars I am not going through with any repairs under a claim. I was even told on 12/1/23 that I could refund it. Cars states it's not documented. I told Cars that it's their fault their employee didn't document it that I was told I could get a refund. They only have documentation that I called on 11/16 to confirm I was eligible for refund. I asked for a manager. They said he is busy because its Monday and I have to leave a voicemail as I have called three times today. I asked for the owner and the employee said they didn't have the information. Now, I am having to trade this vehicle in and hoping to get the $980 refund as I am not keeping a car with a broken engine. I have until 12/7 for a full refund.

  Business Response

  Date: 12/05/2023

  December 5, 2023
  
  RE:      2013
  Ford Escape SEL
              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:
  
  Since the inception of the customer’s vehicle
  service contract (“VSC”), two (2) claims have been opened on behalf of her 2013
  Ford Escape SEL (“Vehicle”).
  
  FIRST CLAIM:  On November 20, 2023, a repair facility
  advised CARS the customer’s Vehicle was experiencing a no start, cylinder 4
  filled with coolant and spark plug out of hole. 
  CARS then went over the claim procedures and advised the repair facility
  to tear-down the Vehicle to the point of component failure and then call CARS
  with the cause of failure and extent of damage so CARS could properly
  adjudicate the claim and determine if the failed component would be covered
  under the customer’s VSC.  CARS was subsequently
  advised by the repair facility that the customer did not authorize the teardown
  and the claim was then closed.
  
  SECOND CLAIM:  On December 1, 2023, a different repair
  facility advised CARS the spark plug blew out of cylinder #4 on the customer’s
  Vehicle.  CARS then went over the claim
  procedures in detailed and advised the
  repair facility to tear-down the Vehicle to the point of component failure and
  then call CARS with the cause of failure and extent of damage so CARS could
  properly adjudicate the claim and determine if the failed component would be
  covered under the customer’s VSC.    
  
  The Terms and Conditions of the customer’s VSC
  state:
  
  2. SCHEDULE OF COVERAGE:
  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.
  
  c. VALUE PLUS/ONYX
  PLUS: Includes all parts listed in POWER TRAIN BASIC and VALUE
  LIMITED Coverages plus the following components listed in this section:
  vii. ENHANCED LABOR: The hourly labor rate
  will be the repair facility’s rate up to $70.00 per hour,
  
  3. COMPONENTS AND EXPENSES
  NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels):
  e. Diagnostic and tear-down charges, except as
  previously stated.
  
  During the processing of the above-referenced
  claims, CARS was not requiring unnecessary tear-down on the customer’s Vehicle.  Instead, CARS was requiring the repair
  facilities to tear-down the Vehicle to the point of component failure.  That way, CARS could determine if the failure
  would be covered under the customer’s VSC and also ensure the Vehicle would be
  properly repaired the first time.
  
  The customer’s VSC Cancellation Provisions also
  state:
  
  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.
  a. You
  may cancel this Service Contract for a full refund within the first 30 days
  from the Effective Date provided no claim has been made.
  b. Within
  the first 30 days from the Effective Date, if a claim has been made You may
  cancel this Service Contract for a monthly
  prorated refund, less any claims paid or authorized for payment, less an
  administration fee of $50.00.
  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.
  
  After
  the customer submitted the BBB Complaint, she also contacted CARS’ Customer
  Service Department.  Since the request
  for cancellation occurred within the first 30 days, the customer was provided
  with a Cancellation Form to receive a prorated refund, less cancellation
  fee.  However, upon further review, CARS in
  a goodwill gesture will provide a full refund to the customer.  CARS also closed the December 1, 2023
  mechanical claim opened on behalf of the Vehicle. 
  
  In
  the event the customer has not filled out and returned the Cancellation Form,
  we are providing again for the customer’s convenience.  Upon CARS’ receipt of the executed
  Cancellation Form, CARS will process the full refund to be paid to the
  customer’s dealer per the Cancellation Provisions stated above.
  
  CARS
  hopes this information was helpful to your inquiry and request that you close
  this complaint as resolved.
  
  Sincerely,
  
  The Customer
  Care Department
  cll
  
  Attachments

• Initial Complaint

  Date:11/22/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car on September 15th, 2023 from Imperial Auto Group ( I purchased a warranty in the vehicle through an agency called “ Cars Protection Plus” with the value plus package for $500) which blew up on October 12th, 2023 due to a crack in the oil pan. Throughout having the car, I used it to get to work and back, occasionally to local cities, ( New Albany, Jeffersonville, Louisville, and Clarksville) and not once did I hit anything nor were there anything in the roads to cause a crack in the oil pan.
  
  I had my vehicle towed to Chips Place, located at **** * **** *** *************** ******* ***** on October 13th, 2023.
  
  I filed my claim with my warranty on October 12th, 2023.
  
  My conflict is that the warranty company, which stated in the documents, should cover the engine, or atleast multiple component parts should be covered. However, they are only wanting to cover $800/3,500 of the total cost of the fix.
  
  But, I feel I should have my whole engine covered.

  Business Response

  Date: 11/27/2023

  November 27, 2023
  
  RE:         2015 VOLVO C70 T5
                 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 13, 2023, a repair
  facility opened a mechanical claim on
  behalf of the customer’s vehicle for a damaged oil pan, and during the
  adjudication of the mechanical claim it was determined that the vehicle needed
  an engine. CARS has authorized $3,632.55 toward the cost of the
  repairs and a breakdown of CARS authorized amount is attached.
  
  CARS has reviewed the mechanical
  claim and determined it was adjudicated correctly in accordance with the Terms
  and Conditions of the customer’s attached Vehicle Service Contract (“VSC”). The
  customer’s VSC is not a full coverage contract but is instead designed to
  offset the cost of covered mechanical failures.
  
  Some of the customer’s possible
  out of pocket expenses have been highlighted in the Terms and Conditions of the
  VSC:
  
  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.  
  
  If the
  customer’s chosen repair facility’s hourly labor rate is higher, the customer
  is responsible for the difference.
  

  3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): e. Diagnostic and tear-down charges, except as previously stated. AND r. Taxes and NON-covered repair facility charges.
  

  4. PROVISIONS OF THE SERVICE CONTRACT: k. We will arrange for payment of the amount of the authorized repair, less related charges not covered by the Service Contract, less a $100.00 deductible per claim.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachments

  Customer Answer

  Date: 12/01/2023

  [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:11/08/2023

  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.

  On 1/21/21, I paid $27250 for a 2015 Silverado 1500, at a dealership in Charleston, SC , which included $2450 for a Level 3 Flex Protect Service plan with CARS Protection Plus, Inc being the legally bound 'Promisor' of the service contract. On 11/6/23, i had the truck towed to Love Chevrolet in Columbia SC for a transmission repair. After truck was looked at they (Love Chevy Servuce Dept.)
  on 11/08/23 decided a transmission replacment would be necesary. Soon after the diagnosis, i recieve a call from a CARS rep inquiring if any 'modicications' had been made to truck after purchase. I informed him it had not and the truck was purchased as it sits. He informed me the dealer should have provided contract including oversized tires & will send my case for review with dealership. 30 minutes later Love Chevy called and stated CARS is refusing to pay for the repairs. 45 minutes after this convseration, i speak back with a CARS rep. who informed me they will not honor thier contractual agreemnt since its been determined the tires on truck are 5% larger than OEM recommendation. i informed the CARS rep the tires are whats on the truck at date of purchase when the service contract was offered as is & sold via Salesmen, who is an acting representative of CARS Protection Plus. CARS rep. said, they should have sold you a plan that included oversized tires & 'Oversized' is determined by a CARS formula and that it is MY responsibility when i purchased said truck and Service Contract to go over truck, used thier formulas, and make a determination at the time of purchase that vehicle has no curret disqualifying modifications or issues that would relieve CARS from fullfilling thier Promisor obligations. I informed him my contract and salesman said nothing of the sort. Its clearly apparearant ive been mislead, and its just cheaper for CARS to refund $ for THIER service agreement than rather pay for the repairs which was discussed.

  Business Response

  Date: 11/14/2023

  November 14, 2023
  
  RE:         2015 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:
  
  On November 08, 2023, a repair
  facility contacted CARS to open a mechanical claim on behalf of the customer’s
  vehicle. While speaking with CARS’ claims adjuster, the repair facility stated
  that the vehicle’s wheels and tires were not were not stock to the vehicle, and
  the vehicle had a leveling kit.
  
  There is no secret formula for
  calculating a tire size difference, it is simply the percentage difference in
  size between the stock tire size and the size of the tires on the vehicle. The
  stock tire size on any vehicle can be located on the vehicle’s placard.
  
  In this vehicle’s case, the
  difference in diameter between the stock tire size and the tire size on the
  vehicle was 10.3%(see attached).
  
  The customer’s attached Vehicle
  Service Contract (“VSC”) did not cover modified vehicles; therefore, the VSC
  was cancelled by CARS when CARS was notified of the modifications. CARS has
  highlighted this information at Provisions 3. (d.) and 4. (g.):
  
  3. COMPONENTS
  AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): d. We do not provide any coverage for vehicles modified or altered AT ANY TIME
  beyond original manufacturer’s specifications with or without Your knowledge,
  including but not limited to the following modifications: WHEELS/TIRES (not to
  manufacturer’s specifications unless Your vehicle has been classed under EXTRA
  ELIGIBILITY Oversize Tires Coverage); lift kits (unless Your vehicle has been
  classed under EXTRA ELIGIBILITY Lift Kit Coverage); lowering kits;
  emission/exhaust; and engine.
  
  AND
  
  4. PROVISIONS
  OF THE SERVICE CONTRACT: g. If, at any time, it is determined Your
  vehicle is altered or modified from original manufacturer’s specifications, We
  could consider this a material misrepresentation, unless Your vehicle has been
  classed under EXTRA ELIGIBILITY for the specific alteration and/or
  modification. Upon discovery by Us, We will cancel Your Service Contract and
  issue a prorated refund less claims paid or approved for payment.
  
  Based on the above information,
  CARS stands by CARS’ original decision and cannot assist with the repairs to
  this vehicle.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:10/24/2023

  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 purchase a vehicle from a dealership and purchased a warranty through the dealership from Cars Protection Plus. The transmission went out on my vehicle (2016 Ram 2500) within a few weeks. I took my vehicle to a shop for repair. Contacted the warranty company, the repair shop contacted the warranty company with the findings and started the repair. After weeks of correspondence, the repair was started. After following up, the warranty company denied the claim stating the repair shop repaired the vehicle quickly and didn't follow guidelines. Upon me reaching out the statement give was inaccurate and not consistent with what I was told by the shop. The repair was $3900. The warranty company agreed to pay $1500 towards the repair and then denied the claim to no fault of my own.

  Business Response

  Date: 10/31/2023

  October 31, 2023
  
  RE:         2016 RAM
  PICKUP 2500 LARAMIE 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 October 04, 2023, a repair facility contacted CARS and
  opened a mechanical claim on behalf of the customer’s vehicle for a failed
  transmission. On this date, on a recorded telephone conversation, CARS’ claims
  adjuster informed the repair facility TWICE not to make any repairs without
  authorization from CARS or the mechanical claim would be denied. CARS’ claims
  adjuster NEVER provided a quote for assistance. While reviewing the customer’s Vehicle
  Service Contract (“VSC”), CARS’ claims adjuster explained that the customer has
  a Limited Liability VSC that would assist with a maximum of $1,500.00 if the
  mechanical claim was authorized. CARS’ claims adjuster requested that the
  repair facility obtain permission from the customer to drop the transmission
  pan to check the condition of the transmission fluid and then contact CARS with
  the information. The customer’s chosen repair facility was cursing and
  combative throughout the conversation and stated that they did not want to deal
  with CARS. CARS’ claims adjuster requested that the repair facility contact
  CARS if they chose to have the customer move the vehicle to a different repair facility.
  
  CARS received no further communication on the mechanical
  claim until October 17, 2023, when the customer contacted CARS for an update on
  the status of the mechanical claim. CARS’ claims adjuster explained that CARS
  would need the requested diagnostic information to proceed with the mechanical
  claim. On that same date, the customer submitted pictures, obtained from the
  repair facility, of the condition of the vehicle’s transmission fluid when the
  repair facility had dropped the transmission pan.
  
  On
  October 18, 2023, CARS’ claims adjuster contacted the repair facility and
  explained that CARS had received the pictures from the customer; however, CARS still
  needed an estimate for the cost of the repairs. The repair facility was again
  rude and swearing at CARS’ employee. CARS’ claims adjuster attempted to provide
  the email address to submit the estimate to and the repair facility
  disconnected the call. Approximately 10 minutes later, the repair facility
  called CARS and obtained the email address to submit the estimate to. Please
  see the customer’s attached VSC at highlighted Provision 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: ADDITIONAL STATE DISCLOSURES: MARYLAND:
  Provision 5(c) is deleted and replaced with: A proper diagnosis shall
  include tear-down to the point of component failure, performed by the repair
  facility, to determine the cause of failure and extent of damage. Your repair
  facility MUST provide Us with an estimate for the covered repair to obtain an
  Authorization number BEFORE any repairs have begun.
  
  On October 20, 2023, after receiving and reviewing the
  estimate, CARS’ claims adjuster called the repair facility to provide
  authorization for the repairs. The repair facility informed CARS’ claims
  adjuster that the repairs had been completed 1 ½ weeks ago and the customer had
  paid the invoice in full. On this same date, CARS’ claims adjuster called the
  customer, and the customer verified that the repairs to the vehicle had already
  been completed.
  
  This mechanical claim was denied because the customer’s
  repair facility completed the repairs without authorization from CARS. Please
  see the customer’s VSC at highlighted Provision 3. (c.): 3. COMPONENTS
  AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): c.
  Any repair done without prior authorization from Us.
  
  Based on the above information, CARS stands by CARS’ original
  decision and cannot assist with these repairs.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:10/10/2023

  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 a level 3, 3year unlimited mile warranty February of 2022 for around $4000 on a truck I purchased. Fast forward to April 2023 the crankshaft in the vehicle I purchased broke, got the vehicle to a repair facility and claim process started. The warranty has not contacted me once about repair options etc and took it upon them selves to buy a salvaged engine with approx 80,000 miles and sent to the repair facility. They installed engine sent and went to test drive the vehicle and made it around 60miles and engine broke. Now I have called warranty several times and left multiple messages with no response. Only response has been through repair facility telling me they aren’t doing anything further (warranty company) vehicle is still under warranty for another year and half.

  Business Response

  Date: 10/18/2023

  October 18, 2023
  
  RE:         2018
  NISSAN TITAN XD S
                 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 18, 2023, a repair facility opened a mechanical claim
  on behalf of the customer’s vehicle stating the vehicle would not run and they
  believed the crankshaft broke; however, they wanted to drop the oil pay to verify.
  CARS’ claims adjuster requested that the repair facility obtain the customer’s
  authorization to tear down/diagnose the vehicle to determine the cause of the
  failure and then contact CARS with the information.
  
  On May 23, 2023, the repair facility contacted CARS stating
  they had dropped the oil pan and found the crankshaft broken and metal in the
  oil pan.
  
  CARS obtained pictures, a video of the failures, and an estimate
  for the repairs from the repair facility.
  
  On June 16, 2023, CARS’ claims adjuster spoke to the repair facility
  and explained the customer’s options on how to receive the engine. The customer
  had the option to have CARS ship CARS’ supplied part and assist with the labor
  or take the claim allowance and have the repair facility supply the part. The
  repair facility requested that CARS ship CARS’ supplied part, stating the engine
  the repair facility had located had 10,000 more miles on it and was more
  expensive than CARS’ supplied engine.
  
  Regarding the customer’s statement that they have called
  CARS and left several messages without response, CARS has spoken to this
  customer multiple times, both on incoming calls from the customer and outgoing
  calls from CARS returning voice messages.
  
  It is the repair facility’s responsibility to communicate with
  the customer their options on how to receive parts and, the repair facility is
  who the customer would contact to obtain status updates on the vehicle’s
  repairs.
  
  On August 02, 2023, the repair facility contacted CARS
  stating CARS’ supplied engine had failed after being driven approximately 65
  miles.
  
  On August 17, 2023, the repair facility contacted CARS
  stating the crankshaft on CARS’ supplied engine had broken in the same manner
  that the crankshaft on the original engine had broken.
  
  CARS requested that the repair facility obtain the customer’s
  authorization to tear down the vehicle and determine why the
  crankshafts are breaking. CARS needs to know the extent of damage
  and cause of failure to the vehicle to proceed with the mechanical claim. 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.
  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, and any diagnostic and tear-down
  charges in excess of one hour for covered repairs.
  
  The mechanical claim is pending, waiting for the repair facility
  to provide the requested diagnostic information. Once this information is
  obtained, please have the customer’s repair facility contact CARS.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:10/04/2023

  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.

  Contract is non refundable, and cannot be cancelled after making or attempting to make a claim. Because we filed a claim; a number of claims, that have been denied, we aren't allowed a refund.
  There has no been no considerable coverage for my car, and the cost of the coverage is considerable.

  Business Response

  Date: 10/11/2023

  October 11, 2023
  
  RE:         2007 BMW
  3 SERIES 335I
                 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 cancellation Provisions on the customer’s attached
  Vehicle Service Contract (“VSC”) have been highlighted 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.: ADDITIONAL STATE DISCLOSURES: MISSOURI: Provision
  7(c) is deleted and replaced with: After 30 business days from the Effective
  Date, You may cancel the Service Contract and We shall refund 100% of the
  unearned contract purchase price on a pro rata basis, less any claims paid, and
  less an administrative fee of $50.00. Written notice of cancellation will be
  provided within 45 days of cancellation by You.
  
  Simply put, after 30 business days from the effective date
  of the VSC, the customer can cancel the VSC and receive a pro rata refund, less
  any claims paid, less a cancellation fee of $50.00.
  
  If the customer chooses to cancel their VSC, the customer needs
  to fill out and return the attached cancellation form using the information at
  the bottom of the form or via email to: [email protected].
  
  To date, there have been three mechanical claims opened on
  behalf of the customer’s vehicle:
  
  On September 02, 2022, a repair facility opened a mechanical
  claim on behalf of the customer’s vehicle for a starter. CARS assisted with
  $270.52 for this repair.
  
  On December 29, 2022, a repair facility opened a mechanical claim
  on behalf of the customer’s vehicle for an oil cooler. This mechanical claim
  was denied because the oil cooler is not listed for coverage on the customer’s
  VSC.
  
  On October 03, 2023, a repair facility opened a mechanical claim
  on behalf of the customer’s vehicle for a leaking valve cover gasket, a leaking
  oil pan gasket and a cracked expansion tank cap. This mechanical claim was
  denied because the expansion tank cap is not listed for coverage on the customer’s
  VSC, and both the valve cover gasket and oil pan gasket are covered only when
  required in conjunction with a covered component.
  
  The customer can find a complete list of covered components highlighted
  at Provisions 2. (a., b., and c.).
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 10/18/2023

  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.
  
  I responded within hours, and before the weekend, with the information that was requested from the company (Cars Protection Plus). There has been no response from the company yet. Continuing to wait for resolution, but it IS NOT yet resolved. 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ********* ******

  Business Response

  Date: 10/20/2023

  October 20, 2023
  
  RE:         2007 BMW
  3 SERIES 335I
                 CONTRACT
  NO.: *********
                 OUR
  FILE NO.: ******
                 BBB
  COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The CARS Protection Plus Inc. (“CARS”) Customer Care
  Department is in receipt of the customer’s additional BBB complaint and
  responds as follows:
  
  The customer provided CARS with a filled out and signed
  cancellation form.
  
  The customer’s Vehicle Service Contract has been cancelled
  and the available refund has been issued to the customer’s lender.
  
  CARS has responded directly to the customer with this information as well.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

• Initial Complaint

  Date:10/03/2023

  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.

  We purchased a truck on June 6th. We purchased the warranty at that time.
  Contract ine******
  The truck overheated and we immediately took it the repair shop, around the 1st of July.
  Once the truck was taken apart per Cars Protection Plus specifications.
  A inspector was sent out to look at the truck. His report given to car’s protection plus was widely inaccurate and in many places were out right lies.
  After I searched and made calls to find this information out (because Cars Protection Plus refuses to call its customer’s).
  On September 1st I called to request a 2nd inspection and I filled out the form and emailed it back with payment that day.
  I had to call on the 5th of September because I hadn’t been charged yet. I was charged and told the inspector would make an appointment to come back out.
  Sept. 26th I had heard nothing and neither had the shop. I called back to CPP and was told I hadn’t paid and they didn’t have the signed form. After a while I was the supervisor was handling this and he would get back to us. (Crickets)
  So on the 28th I stopped and asked the shop if they had heard anything. And they said the inspector showed up the afternoon of the 26th in shorts and T-shirt with no tools and wasn’t happy with having to come back. He had no appointment so tools were locked and parts he needed to look at were locked up. Today I was told by Neal @ CPP that he was talking to a supervisor and they would get back to me. (Crickets)
  The inspector that was sent out twice is not truthful is his reporting, has made up many statements that were not true, has kept information from CPP.
  This is costing me $1,000 a week not having that truck for work and the month of September is because CPP can’t get its stuff together.

  Business Response

  Date: 10/11/2023

  October 11, 2023
  
  RE:         2012
  NISSAN TITAN SV
                 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 July 06, 2023, a repair facility opened a mechanical
  claim on behalf of the customer’s vehicle for an engine. The repair facility
  stated that the head gaskets failed, the water pump and upper radiator hose
  were leaking, and the vehicle had been run to the point that it caused damage
  to the cylinder heads. CARS’ claims adjuster explained that CARS needed to
  speak to the customer to review the vehicle’s issues and would then contact the
  repair facility.
  
  On July 10, 2023, after speaking to the customer, CARS’
  claims adjuster contacted the repair facility and explained that the vehicle
  needed to be torn down to the point that the cause of the failure and extent of
  damage to the vehicle could be demonstrated to a third-party inspector. CARS’
  claims adjuster also explained not to dispose of any
  parts/seals/gaskets/filters.
  
  On July 17, 2023, CARS’ claims adjuster spoke to the repair
  facility who stated that the tear down would not be completed for a couple weeks
  when a technician was available. CARS’ claims adjuster requested the repair
  facility call CARS with the results after the tear down was completed.
  
  On August 22, 2023, CARS’ claims adjuster spoke to the
  repair facility who stated the water pump failed and the vehicle was overheated
  to the point that both cylinder heads had blown the head gasket. CARS’ claims
  adjuster advised that an independent inspection of the vehicle would be
  ordered.
  
  On August 22, 2023, the first independent inspection of the
  vehicle was performed, and the third-party inspectors’ findings were as
  follows:
  
  STATE
  OF ASSEMBLY: The engine has been removed and the heads removed from the
  engine, the block was not presently available. The vehicle was pushed outside.
  A lift was not available. The radiator and other parts were found in the bed of
  the truck.
  
  ADDITIONAL
  INFORMATION ABOUT INSPECTION: Little to no assistance was provided by the
  tech during the inspection.
  
  EXTENT
  OF DAMAGE: Due to the level of teardown and lack of tech assistance, the
  inspector was only able to inspect the water pump and heads that have been
  removed from the block. The service advisor presented videos of the technicians’
  findings
  prior to teardown. The video shows a fill bucket attached to the system and during engine cranking
  there are some bubbles that come from the radiator and the fill bucket
  was filling with coolant being pushed out of the system. The service advisor
  also provided photos of a coolant leak from the water pump. The photos show
  coolant seepage at the radiator hose and water pump connection, as well as
  green coolant pooled underneath the water pump. The photos of the cylinder head
  gaskets show a failure of the gasket between 2 unknown cylinders that have
  visible coolant wash. The customers’ concern on the RO reads milky coolant was
  spewing out. The inspector saw no visual evidence of this concern. The
  inspector is unable to verify the presented photos are from the vehicle in
  question. The water pump presented has crusted coolant on the mounting tabs and
  in the weep hole. The coolant buildup is consistent with long-term failure,
  however, the inspector is unable to determine
  if failure is preexisting to the contract. The cylinder heads have been
  disassembled. The tech did not demonstrate any measurements to determine if the
  heads are warped or leaking. The cylinder heads have heavy varnish and some
  sludge visible. The head gaskets have been discarded and are not
  available for inspection. The Inspector questioned the technician as to
  the reason for the block replacement and the technician stated the engine failed
  due to overheating from the water pump failure. No other explanation was given
  or demonstrated. The only noted DTCs are for the ABS system. No other
  demonstrations were performed, further demonstrations will be needed to verify
  all concerns.
  
  INSPECTOR’S
  CAUSE OF FAILURE AND RECOMMENDED REPAIR: Further demonstration will be
  needed to verify engine concerns and determine the cause.
  
  On
  August 23, 2023, CARS’ claims adjuster called the repair facility and advised
  that CARS could only assist with the water pump as there was no failure to the
  engine demonstrated. CARS’ claims adjuster also explained that per the repair
  facility’s technicians comments the engine had overheated to the point of
  failure and this would not be covered under the customer’s Vehicle Service
  Contract (“VSC”) as the head gaskets are covered for combustion and coolant
  leaks only, not from damage caused by overheat.
  
  On September 22, 2023, at the customer’s request, the second
  independent inspection of the vehicle was performed, and the third-party
  inspectors’ findings were as follows:
  
  STATE OF ASSEMBLY: Vehicle fully torn down engine disassembled.
  
  EXTENT
  OF DAMAGE: 1. The inspector requested a demonstration of the warpage and
  the technician stated they did not have the equipment to demonstrate that, and
  they would send the heads out to a machine shop for a report. The head
  gaskets have been discarded. The technician is unable to demonstrate
  any visual failure due to the vehicle being fully disassembled. 2. The
  technician stated the water pump failure led to engine failure. The technician
  did present photos where the build-up was on the old, discarded water pump
  pulley. The tech provided a video showing the technician doing a pressure test
  and water pump test indicating the parts were not in working order prior to
  teardown. The technicians’ notes show pictures of the build up from coolant
  leaking long term in the water pump area as well as the coolant pooling below
  it. The technician stated he did see signs of leakage and felt some resistance
  in the water pump. The water pump was not available during the inspection. The
  technician stated the engine damage was caused by the customer driving without
  a working water pump or any coolant in the vehicle. No other diagnostics or
  demonstrations were performed at this time.
  
  INSPECTOR’S
  CAUSE OF FAILURE: Inspection findings are inconclusive of a failure of the water pump and
  engine, further diagnostics and demonstrations including head and deck
  inspection will be needed.
  
  INSPECTOR’S
  RECOMMENDED REPAIR: Further diagnostics and demonstrations including head
  and deck inspection will be needed.
  
  On October 03, 2023, after reviewing the second inspection
  report, CARS’ claims adjuster contacted the repair facility and requested that the
  repair facility send CARS the machine shop report. CARS’ claims adjuster also requested
  the repair facility provide information and pictures IF there were any other
  engine failures.  
  
  On October 10, 2023, CARS had still not received the machine
  shop report; therefore, CARS’ claims adjuster contacted the repair facility for
  an update. The repair facility stated the machine shop would be sending the
  report on October 11, 2023.
  
  Once CARS receives the machine shop report, CARS’ claims
  adjuster will review the information and contact the repair facility.
  
  As the customer has not provided specific information on
  what the customer feels the inaccuracies are with the inspection reports
  provided to CARS by the independent inspection company, CARS can only review
  the information CARS has. Please have the customer provide specific information
  on what the inaccuracies are within the inspection reports along with any proof
  of the inaccuracies that the customer has, so CARS can review the information.
  
  CARS has attached both inspection reports as well as a copy
  of the customer’s VSC for the customer’s review.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

• Initial Complaint

  Date:09/18/2023

  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.

  On 9/11/23 ****** ** ******* went to get an oil change at Suburban Cadillac in Troy MI. I had noticed a grinding noise the week prior from my back wheels and assumed I needed to get new BRAKES & Rotors. When I went to get my oil change on 9/11 Suburban Cadillac recommended:
  1. (BRAKE JOB-Rear-replace pads and rotors-brake pads at 1MM and Rotors Warped)
  
  2. Axle Seal Leaking Rear (replacement needed)
  
  I told Cadillac to just do the oil Change. I then told them that I had a vehicle protection insurance through CARS PROTECTION PLUS Flex Level 3. The dealership called CARS PROTECTION PLUS and they denied the claim for the seals (which is clearly states in their policy)
  
  On Wednesday 9/13, I went to get my BRAKES done at MIDAS on Telegraph Rd in Southfield with the hope of saving money because the dealership was going to charge me over 1,000 dollars to do my brakes. After my brakes were completed, I could still hear a grinding sound in the rear of my vehicle just not as loud as before.
  
  On Sunday night, 9/17/23, I took my car back to Suburban Cadillac and asked for them to check my Rear Differential (from Midas) (which is covered under my CARS PROTECTION PLUS contract) CARS PROTECTION PLUS WON'T FIX THE DIFFERENTIAL CLAIMING BECAUSE I DROVE ON IT AFTER THE LEAK.
  
  The Bad Differential noise SOUNDS LIKE BAD BRAKES & ROTORS!! I believe I acted reasonably and took it back to Cadillac after my REAR brakes were fixed by MIDAS. To make premium payments on time to CARS PROTECTION PLUS, just to have the insurance NOT HONOR THEIR CONTRACT IS UNCONSCIONABLE!!! When I called CARS PROTECTION PLUS to state my case, THE MANAGER, talked over me!! Blamed me for driving my car and HUNG UP ON ME!! Because the REAR Differential damage sounds like BAD BRAKES & ROTORS, I believe the Differential repair should be covered under their policy. I DID NOT act unreasonable by driving my car back to Cadillac for repairs. CARS PROTECTION PLUS is just trying not to pay!!

  Business Response

  Date: 09/25/2023

  September 25, 2023
  
  RE:         2016
  CADILLAC ATS 3.6L LUXURY COLLECTION
                 CONTRACT
  NO.: *********
                 OUR
  FILE NO.: ******
                 BBB
  COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The CARS Protection Plus Inc. (“CARS”)
  Customer Care Department is in receipt of the customer’s BBB complaint and
  responds as follows:
  
  On September 13, 2023, a repair
  facility called to open a mechanical claim on behalf of the customer’s vehicle
  for a leaking rear axle seal, reporting the vehicle’s mileage at that time as
  84,701. CARS’ claims adjuster explained that the rear axle seal was not listed
  for coverage on the customer’s attached Vehicle Service Contract (“VSC”) and
  the mechanical claim was denied. Please see highlighted Provision 2. (a., v.): 2. SCHEDULE OF COVERAGE: a. LEVEL 1: v. SEALS &
  GASKETS: Seals and gaskets are covered only when required in conjunction
  with the replacement of a covered component. Additionally, cylinder head
  gaskets are covered only for combustion and coolant leaks. Intake manifold gaskets
  are covered only for coolant leaks. EXAMPLES OF NOT COVERED: oil leaks,
  vacuum leaks and valve seals.
  
  During that phone call, CARS’
  claims adjuster explained to the repair facility that it was in the customer’s
  best interest to get the seal replaced because if the leaking seal caused
  damage to the rear differential, then the rear differential would not be
  covered. The customer’s repair facility stated that they would let the customer
  know.
  
  On September 18, 2023, the same
  repair facility called to open a mechanical claim on behalf of the customer’s
  vehicle for a rear differential, reporting the vehicle’s mileage at that time
  as 86,328. The repair facility stated the axle seal leak had gotten worse and
  the low fluid caused the rear differential to fail. This mechanical claim was
  denied for two reasons: 1) Damage caused to a covered component by a
  non-covered component is not covered. 2) The customer failed to protect the vehicle
  from further damage when the customer continued to operate the vehicle with a
  leaking rear axle seal. Please see highlighted Provisions 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. AND 4. (h.): 4. PROVISIONS OF THE SERVICE CONTRACT: h. You are
  responsible for properly maintaining the vehicle in accordance with manufacturer’s
  specifications and to protect against further damage caused by continued
  operation or damage from overheating.
  
  Here the leaking non-covered rear
  axle seal caused the failure to the rear differential AND the customer admits,
  in the customer’s complaint to the BBB, to knowing about the leaking rear axle
  seal and still driving the vehicle an additional 1,627 miles without having the
  rear axle seal repaired, ultimately causing the rear differential to fail.
  
  Based on the above information,
  CARS stands by CARS’ original decision and cannot assist with these repairs.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  La
  
  Attachment

• Initial Complaint

  Date:09/12/2023

  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 am a customer of CARS Protection Plus. On every occasion that I have tried to use this extended warranty company they have declined the claim and I have had to fight to get them to cover the claim. I purchased the highest level of coverage they offered and they still deny every claim, every time. The most recent case was today 9/12/2023, I have two hoses failed under the hood and they are trying to use a "Maintenance" clause in the contract to deny the claim. Hose failures are not maintenance items, you don't "maintain" hoses. Yet they point to a clause in the agreement that happens to mention the word hoses under "maintenance" and use it to deny the claim. This company is a fraud for extended warranties and if the Better Business Bureau gives companies like this an A+ rating, maybe the BBB has some self reflecting to do. Just read the other Google reviews about this company and ask yourself how you can give them an A+ rating and let them flaunt this rating in their advertising. Just call them and listen to the recording repeated over and over claiming they are A+ by the BBB, then again, read the Google reviews. You should pull their rating immediately or the BBB's Google reviews due to companies like this that are rated so poorly on Google and other venues reputation will suffer! Feel free to contact me at [email protected] for any other information you need.

  Business Response

  Date: 09/19/2023

  September 19, 2023
  
  RE:         2018
  LINCOLN NAVIGATOR L RESERVE
                 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 three (3) mechanical claims opened
  on behalf of the customer’s vehicle.
  
  On January 05, 2023, a repair facility opened a mechanical
  claim on behalf of the customer’s vehicle via a telephone call. During this
  telephone call, the repair facility informed CARS’ claims adjuster that the
  mechanical failure was under a partial manufacturer's warranty and only
  requested CARS assistance with the portion of the repair that would not be
  covered by the manufacturer's warranty; specifically, that CARS assist with 34%
  as the manufacturer was paying 66%. CARS’ claims adjuster adjudicated the
  mechanical claim according to the repair facility’s request and the Terms and
  Conditions of the customer’s attached Vehicle Service Contract (“VSC”). Please
  see highlighted Provision 4. (u.): 4. PROVISIONS OF THE SERVICE CONTRACT: u. Coverage is superseded by any manufacturer’s warranty, recall or warranty on
  a previous repair.
  
  On January 12, 2023, CARS received the final invoice from
  the repair facility, and, on that same date, CARS made payment in the
  authorized amount.
  
  On January 19, 2023, the repair facility contacted CARS and
  stated that the manufacturer’s participation offer for the repair had expired and
  asked that CARS assist with payment on the outstanding portion of the invoice.
  CARS’ claims adjuster requested that the repair facility provide proof that the
  manufacturer’s warranty had expired and explained that once that proof was received,
  CARS’ claims supervisor would review the claim to determine if CARS could offer
  additional assistance.
  
  On February 06, 2023, once CARS had received the requested
  documentation from the repair facility and CARS’ claims supervisor had reviewed
  the mechanical claim, CARS authorized an additional payment to the repair facility,
  representing the correct adjudication of the remaining 66% of the invoice in accordance
  with the Terms and Conditions of the customer’s VSC.
  
  In total, CARS paid $1,526.67 for that mechanical claim.
  
  On March 21, 2023, a repair facility opened a mechanical
  claim on behalf of the customer’s vehicle and CARS’ claims adjuster provided
  authorization for the repairs during that phone call.
  
  CARS received the final invoice for the repair on March 28,
  2023, and payment was made in the authorized amount on March 30, 2023.
  
  In total CARS paid $1,024.73 for that mechanical claim.
  
  CARS did not deny either of the above mechanical claims. The
  only delay on the January 05, 2023 mechanical claim was caused by the repair
  facility initially incorrectly reporting to CARS that the mechanical repairs
  were being partially covered by a manufacturer’s warranty.
  
  On September 11, 2023, a repair facility opened a mechanical
  claim on behalf of the customer’s vehicle for coolant hoses. This mechanical
  claim was denied as hoses are excluded from coverage on the customer’s VSC.
  Please see highlighted Provision 2. (d., v.): 2. SCHEDULE OF COVERAGE: d. LEVEL 4: EXCLUSIONS (NOT COVERED): v. OTHER/MAINTENANCE: Hoses (except steering and air conditioning).
  
  The customer can locate the complete list of exclusions in
  the Terms and Conditions of the VSC at Provision 2. (d., v.).
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:08/15/2023

  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.

  January 9,2023 date of transaction. Paid monies totalling $3000 I have already started a complaint with the dealership and now the warranty company for the fourth time in its correct state and with the right designated office. The contract is confusing as to who you actually reach out to. Used 2015 Range Rover we purchased Jan 9 2023 First day in shop at Autonation in January to get it running in good condition we did a whole diagnostic test. Cockeysville Jan 18, 2023 79K miles then again about a month after and again in April and June after getting a second key we never received the truck broke down and now the truck sits at the repair shop with a new issue for 30 days waiting to be repaired. Two different repair shops say we need to replace the wire harness, which has a repair fee of $13,000. We have already spent around $5600.00 to get it up and running. The warranty company has covered nothing at all. And they will not help with this matter. The techs say it is water damage they have no idea where it would come from because there would be more damage if it was in a flood. They also want to do a water test to see where the water may have come from. We kept the truck in a garage from day of purchase up until it's been sitting outside the repair shop for almost 30 days now. We don't have $13,000 for another repair we did not know about or cause. Please assist. We do have the shop video text message footage from the shop that they sent us. We have Documents and or you could call Mid Atlantic Rovers in Columbia Maryland where the truck is now and has been waiting to be repaired. And also, Autonation , Cockeysville Maryland. Please someone assist.

  Business Response

  Date: 08/17/2023

  August 17, 2023
  
  RE:         2015
  LAND ROVER RANGE ROVER SUPERCHARGED
                 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, two (2) mechanical
  claims have been opened on behalf of the customer’s vehicle:
  
  On January 23, 2023, a repair facility opened a mechanical
  claim on behalf of the customer’s vehicle for front end sway bar bushings, lug
  nuts, and a starter switch. The repair facility informed CARS’ claims adjuster
  that although the vehicle arrived on January 19, 2023, the customer had not
  told them about their Vehicle Service Contract (“VSC”) until after the repairs
  had been completed.
  
  CARS’ claims adjuster explained there could be no assistance
  as the repairs were done without authorization from CARS. Please see the
  customer’s attached VSC at highlighted Provisions 3. (c.): COMPONENTS AND
  EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): Any
  repair done without prior authorization from Us. AND 5. (e.): SERVICE
  CONTRACT CLAIM PROCEDURES: FAILURE BY YOU OR YOUR REPAIR FACILITY TO FOLLOW
  THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY,
  FOLLOW THE CLAIM PROCEDURES LISTED BELOW: 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.
  
  Here, CARS was not notified about
  the vehicle’s issues until after they had been remedied and never provided the
  repair facility with an authorization number; therefore, CARS was unable to
  assist with these repairs.
  
  On July 14, 2023, a repair
  facility opened the second mechanical claim on behalf of the customer’s vehicle
  for a failed electronic control unit and wiring harness caused by corrosion. This
  mechanical claim was denied as neither of those components are listed for
  coverage on the customer’s VSC. You can find a complete list of covered components
  at Provisions 1. (c.) AND 2. (a. and b.).
  
  Regarding the customer’s request
  to cancel their VSC, CARS has attached a cancellation form. If the customer
  wishes to cancel, please have the customer fill out and return the cancellation
  form. Any available refund would be calculated according to the cancellation
  provisions of the customer’s VSC at Provision 7. (a.): 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. a. CANCELLATION BY SERVICE CONTRACT HOLDER: …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 months or miles, less any claims paid
  or authorized for payment…ADDITIONAL STATE DISCLOSURES: MARYLAND: Provision
  7(a) is amended to state: Your cancellation fee will not exceed 10% of the
  total Service Contract purchase price or $50.00, whichever is less.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachments

  Customer Answer

  Date: 08/17/2023

  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,
  
  
  
  **** ******