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:08/09/2023

  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.

  After calling Cars Protection Plus and finding shops that accept the warrenty, I took it to one closes to me. The mechanic called the warrenty to make sure it's still active and the warrenty company said yes it is and they discussed what's cover and what's not and that I only needed to pay a $100 deductible. They told the shop they will send someone out to inspect and for them to complete a diagnostic. Well Diagnostic is complete, paper work ready to submit to warrenty company only for the inspector to come out and cancel the warrenty, leaving me to pay outta pocket for the diagnostic and time a total of $409.70 I couldn't keep being without a vehical I already lost 2 days of work plus the money I had to pay someone to take me back n forth to work during this whole thing.

  Business Response

  Date: 08/11/2023

  August 11, 2023
  
  RE:         2012 CHEVROLET SILVERADO 1500 WORK TRUCK
                 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 21, 2023, a repair
  facility opened a mechanical claim on behalf of the customer’s vehicle. During
  this phone call, the repair facility notified CARS’ claims adjuster that the
  vehicle had a lift kit and oversized tires. CARS’ claims adjuster explained to
  the repair facility that the claim would need to be reviewed and that the
  repair facility would be contacted by CARS after the review.
  
  CARS claims adjuster then spoke
  to the customer who stated the vehicle had been purchased with the
  modifications.
  
  Still on July 21, 2023, CARS’
  claims adjuster contacted the repair facility and explained that there would be
  no assistance on the mechanical claim and that the customer’s Vehicle Service
  Contract (“VSC”) was being cancelled due to the modifications.
  
  CARS never requested diagnostics nor was there ever an inspection ordered on
  the vehicle.
  
  When purchasing the VSC, the
  customer signed an acceptance to terms stating they read, understood, and
  agreed to the Terms and Conditions of the VSC.
  
  CARS has highlighted the multiple
  provisions regarding the customer’s VSC not covering modified vehicles. Please
  see highlighted Provisions 3. (d.), 4. (g.), and 7. (d.):
  
  3. COMPONENTS AND EXPENSES
  NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): d. We do not
  provide any coverage for Vehicles modified or altered AT ANY TIME beyond
  original manufacturer’s specifications with or without Your knowledge,
  including but not limited to the following modifications: WHEELS/TIRES (not to
  manufacturer’s specifications); lift kits; lowering kits; emission/exhaust; and
  engine.
  
  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 (unless You
  have ONYX PLUS Coverage), We would
  consider this a material
  misrepresentation and will cancel Your Service Contract per the CANCELLATION
  PROVISIONS.
  
  AND
  
  7. CANCELLATION PROVISIONS:
  - ALL REQUESTED CANCELLATIONS/REFUNDS MUST BE IN WRITING AND WILL BE PROCESSED
  THROUGH YOUR LIENHOLDER, IF ANY, OR YOUR SELLING DEALER. IF FINANCED, YOU AGREE
  YOUR LIENHOLDER IS A JOINT PAYEE TO RECEIVE ANY APPLICABLE REFUND. ANY
  CANCELLED CONTRACT IS VOID AND WILL NOT BE REINSTATED. d. We will cancel
  Your Service Contract for fraud, material misrepresentation (including
  alterations/modifications), a substantial breach (including a malfunctioning
  odometer), or nonpayment, either by You or on Your behalf. Prior notice of cancellation
  is not required for these violations…After 30 days from the Effective Date, You
  will receive a pro rata refund of the Service Contract price for the unexpired
  term of the Service Contract based on the number of elapsed months or miles,
  less any claims paid or authorized for payment.
  
  Based on the above
  information, CARS will not be assisting
  with the diagnostic fees.
  
  The customer’s VSC has been
  cancelled and, despite the Terms and Conditions stating the customer should
  receive a prorated refund, as a show of good faith, CARS has issued the
  customer a full refund for the purchase price of the VSC.
  
  Please have the customer contact
  the dealership where the vehicle was purchased to obtain the refund.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 08/12/2023

  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 am not a mechanic nor do I work on cars. This is why when purchasing used or new I asked for some kind of warrenty in case something is wrong with the vehical later on. It should not be the responsibility of buyer to investigate every item on the vehical to see if it qualifies for a warrenty, this should be the responsibility of the warrenty department and/or dealership since they are selling the item/s. Also selling a warrenty on vehicals that doesnt qualify should be a violation on the dealships behalf as they have a contract with your company on the terms and conditions as well as the policy and they knowing sell the produce against company policy regulations. If I didn't go to get my truck looked at during my 2year contract your company would have made money off of me for a vehical that wasn't even qualified in the frist place as you have stated. And the dealership would have as well. 
  
  
  
  Regards,
  
  
  
  ***** *** ********

• Initial Complaint

  Date:07/31/2023

  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.

  Bought a car 2 days ago with power train warranty took to garage the water pump needs to replaced they say they don’t cover it on power train warranty only 2 I owned this vehicle

  Business Response

  Date: 08/08/2023

  August 08, 2023
  
  RE:         2014
  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:
  
  The customer is correct, the water pump is not listed for
  coverage on the customer’s attached Vehicle Service Contract (“VSC”). The
  customer’s VSC does not offer full coverage, but instead has a list of covered
  components. Simply put, if a component is not listed, then it is not covered,
  and CARS is unable to offer assistance if a non-covered component fails.
  
  The customer can locate their complete list of covered components highlighted at
  Provision 2. (a.).
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:07/25/2023

  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.

  My vehicle was brought in for service to a shop Tuesday July 18th. My rear differential needs a complete rebuild . I paid $4,900 for the company cars protection plus level 3 service which covers mainly everything on the truck minus your normal maintenance items for 3 year unlimited mileage . This company is only willing to pay to have a couple parts replaced when others are failing . My differential needs a complete rebuild which I will have to pickup from the shop it's at now and take to another for the rebuild as the shop my truck is at now isn't confident doing a differential rebuild . Differential rebuild is $2,600 plus the labor to remove the differential and reinstall . It's recommend this company cars pays to have this work done or refund me my $4,900 as they haven't paid a penny for any work and Ive spent over $800 renting a truck while playing this companies waiting games . Get my truck repaired properly or refund my $$$$. Would also like my radiator replaced with a motorcraft radiator not aftermarket (you guys can pay the difference for taking advantage of my valuable time )

  Customer Answer

  Date: 07/25/2023

  rom: **** ******** *********************
  Date: Tue, Jul 25, 2023 at 1:50 PM
  Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint #*********
  To: Better Business Bureau <[email protected]>
  
  
  At this point I canceled whatever policy this is ********* *nd request my 4900 back 

  Business Response

  Date: 07/27/2023

  July
  27, 2023
  
  RE:        2011
  Ford F-350 Super Duty King Ranch
                CONTRACT NO.: *********
                OUR FILE NO.: ******
                BBB COMPLAINT NO.: ********
  
  Dear
  BBB of Western Pennsylvania,
  
  The
  Cars Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of
  the customer’s BBB complaint and additional concerns and respond as follows:
  
  Since
  the inception of the customer’s CARS’ vehicle service contract (“VSC”), two (2)
  mechanical claims were opened on behalf of the customer’s vehicle as
  follows: 
  
  The
  first claim was opened on July 5, 2023. 
  During the processing of the claim, the repair facility provided CARS
  with the cause of failure, extent of
  damage and estimate for repair.  CARS
  then went over the amount CARS could authorize for the claim in the total
  amount of $3,152.79 pursuant to the Terms and Conditions of the customer’s
  VSC.  The claim was closed on July 19,
  2023, when the customer removed the vehicle without having any repairs
  performed.
  
  The
  second claim was opened on July 19, 2023; however, the claim is now closed upon CARS' receipt of the customer's cancellation form today. 

  CARS is currently processing the customer's prorated
  refund based upon days and mileage and less a $25.00 cancellation fee.  CARS prorated refund will be paid to the
  selling dealer pursuant to the Cancellation Provisions of the customer’s VSC.
  

  CARS
  hopes this information satisfies the customer’s concerns.
  
  Sincerely,
  The Customer Care Department
  cll
  
  Attachment

  Customer Answer

  Date: 07/31/2023

  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'd like a full refund as I haven't used any of this companies services not have they paid any money out of pocket . I'd like to be refunded the full amount of $4,900 as this company is nothing but a hassle and didn't cover much on this truck therefore I'd like a refund of services as no services were provided . If a refund of $4900 isn't issued I will be suing this company in court . 
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** ********

  Business Response

  Date: 08/04/2023

  August
  04, 2023
  
  RE:        2011
  Ford F-350 Super Duty King Ranch
                 CONTRACT NO.: *********
                 OUR FILE NO.: ******
                 BBB COMPLAINT NO.: ********
  
  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 respond as follows:
  
  The
  customer’s attached Vehicle Service Contract (“VSC”) was cancelled July 27,
  2023, and the available refund was correctly calculated using the cancellation
  provisions highlighted at ADDITONAL STATE DISCLOSURES: CALIFORNIA: Provision
  7(a) is deleted and replaced with: After 60 days from the Effective Date of the
  Service Contract, or with respect to a used Vehicle without a manufacturer
  warranty, 30 days if the Vehicle was other than new when the Service Contract
  was purchased, You may cancel this Service Contract and We shall refund to You
  a pro rata refund of the Service Contract retail price, for the unexpired term
  of the Service Contract based on elapsed time, less a cancellation fee of 10%
  of the purchase price or $25.00, whichever is less.
  
  On
  July 31, 2023, CARS mailed a check representing CARS’ portion of the refund due
  to the selling dealer. This check did not represent any markup the selling
  dealer may have added to the purchase price of the VSC. The selling dealer is
  responsible for providing the full refund due, $4204.39, representing both
  CARS’ and the selling dealer’s portions, to the customer.
  
  Please
  have the customer allow two (2) weeks for the selling dealer to receive CARS’
  check and provide the refund.
  
  CARS
  hopes this information was helpful.
  
  Sincerely,
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 08/07/2023

  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.
  
  
  This company was nothing but a hassle since I brought my truck in for repair . I'm not paying any money for their horrible service.  I'm not paying a dime to be hung up on . I'm not paying a dime for them to return calls at their leisure.  I paid 4,900 on a credit card . That 4,900 needs to be refunded to my credit card not by check minus 25 cancellation fee.  You guys can pick up the slack for your horrible service ! Customers wouldn't buy your policy if they knew what kind of service they were gonna receive . . It's a shame how you do business . I highly suggest you send the rest of the money otherwise the transaction will be disputed with my credit card company as fraud and I will see you in court.  Thanks 
  
  
  
  Regards,
  
  
  
  **** ********

• Initial Complaint

  Date:07/20/2023

  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.

  After attempting to make a claim with the warranty company (Liberty Mutual AKA C.A.R.S Protection Plus) I discovered that the warranty only covered certain parts of the motor and transmission. I then tried to cancel the warranty through Liberty Mutual, and they told me I needed to cancel through to Kars Inc. I asked Liberty Mutual what the refund amount would be, and they said that Kars Inc. would have the answer.
  
  On July 18th 2023, I arrived to Kars Inc. in person (as directed by the finance manager) to cancel the warranty. He took a picture of the mileage, VIN, and door pocket at that time. The manager told me to sign a cancellation form and he would submit the request to Liberty Mutual. I asked him what the refund amount would be, and he said that there is not a way for him to find out as Liberty Mutual would have that info. I told him that I did not feel comfortable signing the cancellation document until I knew the refund amount.
  
  I called Liberty Mutual again to ask for the amount I would be refunded for cancelling and the individual told me they don't have that information. After explaining the situation, she became annoyed and told me to contact Kars Inc. I then called Kars Inc. and tried to explain the situation to Ruth. She was extremely disrespectful over the phone and ended our conversation with no solution.
  
  I feel as though I was misled about the coverage of the warranty I had purchased for $3996. I have made several attempts to get an explanation from both Kars Inc. and liberty mutual as to the refund amount that will be processed. Both companies will not return my calls.

  Business Response

  Date: 07/25/2023

  July
  24, 2023
  
  RE:         2011 FORD F150 XLT
                  CONTRACT NO.: *********
                  OUR FILE NO.: ******
                  BBB COMPLAINT NO.: ********
  
  Dear
  BBB of Western Pennsylvania,
  
  The
  Cars Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of
  the customer’s BBB complaint and responds as follows:
  
  On
  August 19, 2022, the customer purchased the above-referenced vehicle and on the
  same date purchased a Liberty Shield Level 1 Echo-Shield and Tech-Shield vehicle
  service contract (“VSC”).  The VSC was
  approved with payment by CARS on August 19, 2022.
  
  On
  April 4, 2023, a repair facility opened a mechanical claim on behalf of the
  customer’s vehicle.  The repair facility
  advised the customer’s vehicle was experiencing engine issues, specifically
  ignition coils.  CARS advised the repair
  facility the engine ignition coils were non-covered components under the
  customer’s VSC.
  
  On
  July 18, 2023, the customer contacted CARS advising he wanted to cancel his
  VSC.  At that time, CARS provided the customer
  with a cancellation form via email.
  
  On
  July 19, 2023, the customer contacted CARS on two (2) separate occasions
  requesting to speak with a supervisor.
  
  On
  July 20, 2023, CARS’ supervisor spoke with the customer and advised him of the
  cancellation/refund procedures. 
  Specifically, CARS advised the customer the pro-refund would be based
  upon the retail price, CARS’ wholesale price as well as the dealer’s markup.  CARS advised upon CARS’ receipt of the
  cancellation form, CARS would then calculate the prorated refund and the
  amounts due from both CARS and the dealer. 
  CARS would then send its portion to the customer’s lienholder and also
  send a letter to the selling dealer advising them of their pro-rated portion of
  the refund and direct the dealer to also send their portion to the customer’s
  lienholder.
  
  The
  customer’s attached VSC 7. Cancellation Provisions 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.
  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 months or miles, less any claims paid
  or authorized for payment, less an administration/cancellation fee not
  exceeding $50.00.
  
  Because
  the customer has not yet submitted the cancellation form, CARS is unable to
  process and/or calculate the prorated refund due to the customer, since the
  prorated refund is based on the date the cancellation form is received and also
  based on the wholesale cost received by CARS and the dealer’s markup, less the
  $50.00 cancellation fee.
  
  In order
  to process the customer’s refund in a timely manner, CARS is once again
  attaching the cancellation form for the customer to fill out and return to
  CARS.
  
  CARS
  hopes this satisfies the customer’s concerns. 
  CARS is willing to issue its prorated refund to the customer’s
  lienholder and also provide the dealer with a breakdown letter of the total
  prorated refund due to the customer, along with the dealer’s portion to also be
  refunded to the customer’s lienholder.
  
  Sincerely,
  
  The
  Customer Care Department
  cll
  
  Attachments

  Customer Answer

  Date: 07/27/2023

  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 simply wanted to know the amount that would be refunded to me before cancelling the warranty. C.A.R.S protection claims that Kars Inc. is responsible for providing the refund. Kars inc. is saying the opposite. At this point, I would like to make sure that the amount being refunded is fair. Since I cannot get an answer from either company, I would like the two companies to work together to provide me with the refund amount. I believe it is a fair question to ask, and should be simple to calculate and provide. Both companies have stated that it is not my concern since the car is being financed through a bank. I am the one paying for the car and the warranty, so I would like to make sure I know exactly what I am paying for. I would like a full refund for the warranty on the grounds that it was misrepresented to me in the first place. I understand that Kars Inc. sold me the warranty, but I cannot get ahold of them to negotiate. 
  
  
  
  Regards,
  
  
  
  ******* ******

  Business Response

  Date: 07/28/2023

  July
  28, 2023
  
  RE:         2011 FORD F150 XLT
                  CONTRACT NO.: *********
                  OUR FILE NO.: ******
                  BBB COMPLAINT NO.: ********
  
  Dear
  BBB of Western Pennsylvania,
  
  The
  Cars Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of
  the customer’s additional concerns and responds as follows:
  
  As
  of today’s date, the customer’s prorated refund would be $3,171.03, if the
  customer submits his cancellation form today. 
  This amount represents both CARS’ and the dealers’ portion of the
  prorated refund due, less time and miles, less a $50.00 cancellation fee.  Note-this amount is subject to change based upon
  the date CARS receives the customer’s cancellation form.
  
  Once the
  customer submits the cancellation form, CARS will process the customer’s prorated
  refund and send CARS’ check to the customer’s dealer, along with a breakdown letter
  of the prorated amounts due from both CARS and the dealer.   
  
  CARS
  believes this response satisfies the customer’s concerns; therefore, CARS
  requests the BBB close its complaint with regard to this matter.
  
  Sincerely,
  
  The
  Customer Care Department
  cll
  
  Attachments

  Customer Answer

  Date: 08/01/2023

  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 appreciate that C.A.R.S Protection plus provided me with the estimated refund amount. However, I am seeking a full refund of the warranty through Kars Inc. On the grounds that the warranty coverage was incorrectly explained to me at the time of purchase. Overall, I am disappointed in the lack of honesty and customer service I have received from both companies. Both companies claimed that the refund amount could/would not be disclosed to me and passed the blame onto one another. I see now that the refund amount was easily calculated and given to me. I expect that Kars. Inc. Will refund me for the full cost of the warranty. I thank C.A.R.S protection plus for providing me with the amount that would have been refunded, although i feel like it should not have taken this much time and effort.
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my vehicle last month along with the warranty. The warranty itself was $900, and I had to pay deductible on top of that when I purchased it. First time using it was when I found out my spring leaf was broken. It is covered under my plan. The cost to get it fixed was about $1100, the warranty was only able to cover $200. I spoke with the customer service and they said they are not designed to cover the full cost for anything. First of all I thought warranty was meant for covering the repair. It wasn't even worth buying the warranty if none of my repair is covered. This is totally scam.

  Business Response

  Date: 07/20/2023

  July 20, 2023
  
  RE:         2013 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:
  
  CARS has reviewed the customer’s
  complaint and determined the mechanical claim was adjudicated correctly within
  the Terms and Conditions of the customer’s attached Vehicle Service Contract
  (“VSC”).
  
  During the adjudication of the
  mechanical claim the customer was provided with two options on how to receive
  the parts for the needed mechanical repairs. The customer had the option to
  have CARS ship CARS’ supplied parts and assist with the labor or take the claim
  allowance and have the repair facility supply the parts. The customer chose to
  take the claim allowance and have the repair facility supply the parts. If the
  repair facilities’ parts were more expensive, the customer was responsible for
  the difference.
  
  The customer is also responsible
  for any difference in labor rate, taxes, and $100 deductible. Here, the labor
  rate at the customer’s chosen repair facility was $134.00/hour and the
  customer’s VSC will assist with up to $60.00/hour on a covered mechanical repair;
  therefore, the customer is responsible for the hourly difference.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 07/20/2023

  [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 unsatisfactory to me.  
  the cars protection plus did not give me any option. Which part of their policy indicates that I have to pay for the repair if it’s “expensive”?  Warranty is supposed to cover the repair at any cost as far as the plan goes it states that repair is covered.

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

• Initial Complaint

  Date:06/28/2023

  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.

  November 2021 i purchased a warranty with the car protection plus i was trying to use the warranty for issues im having with the vehicle and i been getting the run around since long story short the took my money but dont want to honor the contract let alone they are very nasty about it its not right and they get away with it i just want them to fix what's covered and to stop treating customers like they are stupid..

  Business Response

  Date: 07/06/2023

  July 06, 2023
  
  RE:         2012 AUDI A7 3.0T QUATTRO PREMIUM
                 CONTRACT NO.: ********
                 OUR FILE NO.: ******
                 BBB COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The CARS Protection Plus Inc. (“CARS”)
  Customer Care Department is in receipt of the customer’s BBB complaint
  regarding mechanical claims and responds as follows:
  
  On November 04, 2022, a repair facility
  opened a mechanical claim on behalf of the customer’s vehicle requesting a
  water pump, a thermostat and control arm bushings. CARS’ claims adjuster
  explained that control arm bushings are not listed for coverage on the customer’s
  Vehicle Service Contract (“VSC”).
  
  On November 07, 2022, after
  reviewing the Terms and Conditions of the customer’s VSC, CARS’ claims adjuster
  provided authorization for the water pump and thermostat repairs.
  
  This mechanical claim was closed
  on March 22, 2023, when CARS was notified by the customer that the customer had
  removed the vehicle from the repair facility without having the vehicle repaired.
  
  On April 11, 2023, a new repair
  facility opened a mechanical claim on behalf of the customer’s vehicle
  requesting a water pump, ball joints, control arm bushings, struts, an engine
  mount, a valve cover gasket and an EGR valve cleaning. CARS’ claims adjuster explained
  that the control arm bushings, struts, valve cover gasket and engine mount are
  not listed for coverage on the customer’s VSC and explained to the repair
  facility that CARS would be sending a third-party company to inspect the
  vehicle.
  
  The independent inspection of the
  customer’s vehicle took place on April 12, 2023, and the repair facility was
  unable to demonstrate any failures to the vehicle except for the front
  suspension.
  
  CARS’ claims adjuster reviewed
  the inspection report as well as the previous mechanical claim and, on April 19,
  2023, contacted the repair facility and explained that CARS could assist with
  the front six (6) ball joints and the water pump. The repair facility was to
  contact the customer and explain the customer’s options on how to proceed with
  the repairs. The customer had the option to have CARS ship CARS’ supplied parts
  and assist with the labor or take the claim allowance and have the repair
  facility supply the parts.
  
  The next contact CARS received on
  this mechanical claim was from the customer on May 01, 2023, and CARS’ claims
  adjuster explained that CARS was waiting for the repair facility to provide
  CARS with the customer’s decision on how to proceed with the mechanical claim.
  The customer informed CARS’ claims adjuster that he would contact the repair facility.
  
  On May 10, 2023, the repair
  facility contacted CARS and requested a reinspection of the vehicle due to the
  denied rear suspension work. CARS’ claims supervisor explained that the repair facility
  would need to pay the reinspection fee since the repair facility had failed to
  demonstrate a failure of the vehicle’s rear suspension to the independent
  inspector during the initial inspection. The repair facility agreed to pay the
  fee and CARS’ claims supervisor sent a one-time credit card payment form to the
  repair facility via email.  The repair
  facility was instructed to fill out the form and return it to CARS.
  
  On June 16, 2023, the repair
  facility contacted CARS requesting an update on the mechanical claim and CARS
  explained that CARS had quoted an allowance for the approved repairs; however,
  a reinspection had been requested by a repair facility employee and CARS had not
  yet received the payment for the reinspection fee.
  
  On June 28, 2023, the customer
  contacted CARS and CARS’ claims adjuster again reviewed that CARS had quoted an
  allowance for the approved repairs; however, a reinspection had been requested
  by a repair facility employee and CARS had not yet received the payment for the
  reinspection fee.
  
  To date, CARS has not received the
  credit card payment for the reinspection fee or a decision on how the customer
  would like to proceed with the approved repairs.
  
  If the customer’s repair facility
  is unable or unwilling to work with CARS, then the customer will need to take their
  vehicle to a repair facility that is. See highlighted Provision 5. (a.): 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: 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.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 07/13/2023

  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,
  
  
  
  *** ******

• Initial Complaint

  Date:06/26/2023

  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 purchased a vehicle service contract from these crooks on April 19th, 2023. I was sent a brochure that stated among many other things, that motor and transmission mounts were covered.Now, i had my vehicle inspected by Pep Boys, and both the motor mounts and transmission mounts needed replacement... so I had the shop contact cars. They were told they did NOT cover motor and transmission mounts. So, furious, I called after calming myself down, to cancel the contract and get my money back. The man on the phone convinced me to instead try calling their claims department myself and so I tried that. I had all my information ready and I was still told the first time, that they do not cover these mounts. I told them that they do. And then they started acting funny and said although this was the first time they had seen this information, apparently they do cover it and apologized and told me to take my car back to pep boys so that they could get into contact with them and they also stated to me that they would be covering the full cost of that repair, which, in the state of Alabama, constitutes a verbal contract. Now that the vehicle was taken back over there. They have stalled since the tail end of Friday until now(Monday afternoon) at which point I FINALLY receive a call from pep boys stating that once again they have told them they will not cover this, citing something about a 1,000 mile grace period?? Which is completely made up. I had a guy call me and get info from me and was profusely apologetic and stated that it would definitely be covered definitely be repaired!!! And on the assumption that they would be true to their word and their promises, I came out of pocket nearly $500 for a rental car so that i have transport while my car sits at the shop, apparently only to have them continue to play games with me!!! I am livid!!! I want ALL OF MY MONEY back from these clowns. They are scum and 100% waste of money. And time. This entire situation has put me in dire strait

  Business Response

  Date: 07/05/2023

  July
  05, 2023
  
  RE:       2015 KIA SOUL 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 regarding a denied mechanical claim and responds
  as follows:
  
  On
  May 25, 2023, a repair facility opened a mechanical claim on behalf of the
  customer’s vehicle for automatic transmission mounts and engine mounts.
  Ultimately, this mechanical claim was denied as the customer’s attached Vehicle
  Service Contract (“VSC”) had not yet become effective.
  
  When
  opening the mechanical claim, the repair facility reported a failure mileage of
  104,082 and the customer’s VSC does not become effective until the mileage of
  104,484. CARS has highlighted the below information on the first page of the customer’s
  VSC for easy review:
  
   “I
  understand there is a Validation Period and no claim will be honored or paid
  for any failures that occur from the Purchase Date of this Service           Contract
  Application for a period of 30 calendar days and 1,000 miles.”
  
  “Start
  Date: 05/20/2023”
  “Start
  Mileage: 104,484”
  
  Regarding
  the customer’s request for a refund for the purchase of their VSC, CARS has
  attached a cancellation form. If the customer chooses to cancel, the customer
  needs to fill out and return the cancellation form. The refund amount, if any,
  would be determined using the Terms and Conditions of the customer’s VSC. This
  customer has financed their VSC through a payment plan provider; therefore, the
  customer would need to contact their payment plan provider directly for any
  refund information.
  
  CARS
  hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The
  Customer Care Department
  la
  
  Attachments

• Initial Complaint

  Date:06/21/2023

  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 used car and warranty on the same day.The warranty clearly covers the parts the car needs .It's been 3 months and my cars has been kicked out of 2 garage's about to be 3 . They have received pictures and had a in person auditor look at the car.The mechanic was made to send more pictures and was sent this past Thursday it's been a week and they continue to tell me that they haven't received the email.My contract number is ******** I just want this resolved!

  Business Response

  Date: 06/29/2023

  June 29, 2023
  
  RE:         2010 CHEVROLET MALIBU LS
                 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
  regarding mechanical claims and responds as follows:
  
  There were two (2) mechanical
  claims opened on behalf of the customer’s vehicle:
  
  On March 24, 2023, a repair
  facility opened a mechanical claim, requesting a timing chain and timing gears.
  
  On April 04, 2023, CARS’ claims
  adjuster contacted the repair facility and provided authorization for the
  repairs. CARS’ claims adjuster explained to the repair facility how to submit
  the final invoice to receive payment in the authorized amount after the repairs
  were completed.
  
  CARS received no further contact
  from this repair facility and, on April 27, 2023, called the repair facility
  for an update. The repair facility informed CARS that the customer had removed
  the vehicle without having it repaired; therefore, the mechanical claim was
  closed.
  
  On May 15, 2023, a different
  repair facility opened the second mechanical claim on behalf of the customer’s
  vehicle, requesting an engine replacement. CARS’ claims adjuster explained that
  the cylinder head needed to be removed so that pictures of the damage could be
  obtained and submitted to CARS.
  
  On May 18, 2023, CARS received
  pictures; however, the pictures were not what CARS requested and did not
  demonstrate a failure to the vehicle that would establish the vehicle now
  requiring an engine replacement instead of just the timing chain and guides
  requested by the previous repair facility.
  
  On May 22, 2023, CARS claims
  adjuster contacted the repair facility and again requested the repair facility remove
  the cylinder head and submit pictures of the bent valves.
  
  On June 12, 2023, CARS had still
  not received the requested pictures and contacted the repair facility for an
  update. The repair facility told CARS’ claims adjuster that they had the
  pictures and would send the pictures later that day.
  
  On June 23, 2023, the customer
  contacted CARS and asked CARS’ claims adjuster if the pictures had been
  received. CARS’ claims adjuster explained that the pictures had still not been
  received. CARS’ claims adjuster then contacted the customer’s repair facility
  and verified that the repair facility had the correct email address to submit
  the pictures to. The repair facility verified the email address and stated they
  would send the pictures shortly.
  
  To date, CARS still has not
  received the requested pictures.
  
  If the repair facility is unable
  or unwilling to submit the requested diagnostics information, CARS cannot
  assist. CARS has highlighted this information in the customer’s attached
  Vehicle Service Contract 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…
  
  The customer can also obtain the
  pictures from the repair facility and submit the pictures to CARS via email at [email protected]. The customer will need
  to be sure to provide identifying information in the email such as a contract
  number or the last 8 of the vehicle’s VIN so that CARS can determine which
  mechanical claim the pictures are for.
  
  Please note that the customer’s
  VSC expired by date on May 23, 2023; therefore, the customer should not remove
  his vehicle from the repair facility that opened the mechanical claim on May
  15, 2023 as the current claim will close and a new claim cannot be opened.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:06/18/2023

  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.

  I purchased a value plus protection plan for a used vehicle 5/9/2021 for $1200.00 from CARS Protection Plus, Contract#********* it was to cover ball joints and struts I took my car to Midas auto service on 9/23/2022 was told I needed the repairs they contacted CARS and was told it does cover the repairs but would only pay $177.58 for repairs. When I purchased the protection package to say they would pay $177.58 doesn’t even start to cover the repair. I feel as I’ve been scammed out of $1200.00!

  Business Response

  Date: 06/20/2023

  June 20, 2023
  
  RE:         2012
  CHEVROLET EQUINOX 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 regarding a mechanical claim and responds as follows:
  
  CARS has reviewed the customer’s complaint and determined
  the mechanical claim was adjudicated correctly within the Terms and Conditions
  of the customer’s attached Vehicle Service Contract (“VSC”).
  
  Struts are not listed for coverage on the customer’s VSC.
  
  On March 17, 2023, a repair facility opened a mechanical
  claim on behalf of the customer’s vehicle for ball joints with control arms. On
  that same date, CARS’ claims adjuster provided authorization for the repairs.
  
  Some of the customer’s out of pocket expenses including
  non-covered costs, specifically: 1) The labor rate at the customer’s chosen
  repair facility is $135.00/hour and the customer’s VSC will assist with up to
  $70.00/hour on a covered repair; therefore, the customer is responsible for the
  hourly difference. 2) The customer responsible for taxes. 3.) The customer is
  responsible for a $100 per claim deductible.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment
  

  Customer Answer

  Date: 07/05/2023

  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 do not agree the company I chose was changing  $1267.39 to repair ball joints balls joints are covered and the deductible is not a problem for me to pay. C.A.R.S only wanted to pay $177.58 the Authorization code is ********** the service person told Midas this was the amount they would pay. I bought the protection plus plan because it stated it would cover the cost of the bill.

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

• Initial Complaint

  Date:06/05/2023

  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 purchased my 2017 yukon Denali in 2020 with 35,000 miles. At that time I also purchased a $0 deductible 5 year unlimited miles level 3 warranty through the dealership from Car Protection Plus. On May 11 2023 I took my Yukon to the dealership for service. I had 2 front wheel bearings bad and a collapsed lifter that damaged the cam shaft. After a full week of waiting for approval, Cars gave authorization for the repairs but stated they would not cover several items that were required to be replaced do to not being able to be re used. They also refused to pay for the tax on the repairs. The items that they refused to pay for were: 1 sparkplug, 1 filter, 3 fuel lines and 10 bolts that the dealership informed me all were required to be replaced/one time use. Those parts and tax total $457.02. I have the full contract for the warranty and no where does it say any of those items are excluded, even the tax. There are exclusions listed in the contract, but none of my unpaid for items are listed. Contract **********. I talked to several people with the company and they all told me they would not cover these items. The contract has terms and conditions, disclosures and exclusions, none of which remotely indicate not covering these items. I demand that Cars Protection Plus honor their contract with me and reimburse me the full $457.02 making me whole in all regards of this legally binding contract.

  Business Response

  Date: 06/07/2023

  June 07, 2023
  
  RE:         2017 GMC YUKON DENALI
                 CONTRACT NO.: *********
                 OUR FILE NO.: ******
                 BBB COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The CARS Protection Plus Inc. (“CARS”)
  Customer Care Department is in receipt of the customer’s BBB complaint and
  responds as follows:
  
  The customer’s attached Vehicle
  Service Contract (“VSC”) is not an exclusionary level of coverage; therefore,
  does not have a list of exclusions. The customer’s VSC is an inclusionary level
  of coverage, meaning there is a complete list of covered components in the
  Terms and Conditions. If a component is not listed, then it is not covered.
  CARS has highlighted Provision 3. (a.):  
  
  3. COMPONENTS
  AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): a.
  Unless You have chosen LEVEL 4 coverage, components not listed on Your SCHEDULE
  OF COVERAGE, regardless of failure.
  
  The sparkplug, filter, fuel lines
  and bolts the customer has requested assistance for are not listed for coverage
  on the customer’s VSC; therefore, CARS was/is unable to provide assistance for
  these components.  
  
  Regarding the tax the customer
  stated is not excluded, CARS has highlighted Provision 3. (r.):
  
  3. COMPONENTS
  AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): r.
  Taxes and NON-covered repair facility charges.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 06/08/2023

  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,
  
  
  
  ****** ****