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:05/27/2023

  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 used car from Title and Aquisitions in El Paso Texas. It was a 2011 Dosge Nitro Heat with 188,200 miles. It came with a Cars Protection Plus Power-Train warranty that covers defects in the engine. Soon after the purchase the engine light came on so I took to a machanic. They told me to change the spark plugs but they also found an engine knock. The machanic and I filed a claim with Cars Protection Plus for a new engine because the engine knock is bad enough that it will kill my engine. Cars Protection Plus said they would not cover the claim because they asked me if I could hear the noise prior to buying the car. I said yes because I have ears and can hear it but I'm not a mechanic so I don't know what I am listening to. They denied my claim saying it was a preexisting condition on a car that was at 191,000 miles at that point. I have multiple arguments of evidence that I had a valud but they denied me my service. I bought a car and it was messed up and they won't help me with warrenty. I honestly think no matter what I said they were trying to twist my words so they wouldn't pay.

  Business Response

  Date: 05/31/2023

  May 31, 2023
  
  RE: 2011 DODGE NITRO HEAT
  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:
  
  CARS has the recorded phone
  conversation in which the customer states he heard a knock in the engine on the
  test drive, he asked the selling dealer about the knock, and the selling dealer
  told the customer that the vehicle had engine issues. BBB’s portal would not
  allow for that file type to be attached to CARS’ response.
  
  The customer also admits in his
  complaint to the BBB that he knew the vehicle had issues prior to purchasing
  it.
  
  The customer’s attached Vehicle
  Service Contract clearly states that pre-existing conditions are not covered.
  See highlighted Provision 3. (b.): 3. COMPONENTS AND EXPENSES NOT COVERED
  (Applies to all SCHEDULE OF COVERAGE levels): b. Pre-existing Conditions
  are not covered under any circumstances.
  
  CARS has reviewed the mechanical
  claim and based on the above information, stands by CARS’ original decision per
  the Terms and Conditions of the customer’s Vehicle Service Contract.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:05/26/2023

  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.

  Purchased a pickup in August 2022 and was provided vehicle protection service by the dealer, ACME Auto sales, Scranton, Pa. The contract number is ********. The price was $498. The water pump needed replacement in March 2023. The mechanic followed the procedure outlined by CARS and got a work order ************ CARS is only willing to pay $181.96 of a $608.84 bill. They stated no money would be paid until I signed a paper that would be emailed to me. This was in April 2023. As of May 26, 2023 I still have not received any paperwork. ****** from ACME Auto Sales even called their salesman number and was told the papers would be emailed. Have not been able to contact anyone who can answer my query.

  Business Response

  Date: 05/30/2023

  May 30, 2023
  
  RE:         2013 RAM
  PICKUP 1500 TRADESMAN
                 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 sent the Parts & Labor release the customer is
  referring to via the email address provided in the customer’s BBB complaint
  three (3) times, specifically on April 13, 2023, April 18, 2023, and May 18,
  2023, and never received the signed form. CARS has attached the three (3)
  emails with delivery receipts, proof the customer received all three (3) of
  CARS’ emails with the attached form.
  
  CARS has attached the Parts & Labor release. Please have
  the customer sign and return the Parts & Labor release using the email
  address provided on the form.
  
  Once CARS receives the signed Parts & Labor release,
  payment will be made to the customer’s repair facility in the authorized
  amount.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachments

  Customer Answer

  Date: 05/30/2023

  [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,
  
  
  
  ****** *******-I never received any of the emails either in my normal email or spam folder. I was able to print the form from the first attachment in the response to my complaint and I will complete and fax it to CARS. Hopefully this will resolve the issue.

• Initial Complaint

  Date:04/26/2023

  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.

  3/23/22: I purchased a 2016 Chevy Trax for ******* **** ****.
  3/23/22: I purchased a Value Plus 24 months/unlimited mile warranty through C.A.R.S for this vehicle.
  2/24/23: My car broke down.
  2/24/23: 2016 Chevy Trax was taken to Grey's Garage.
  3/6/23: Grey's Garage was able to diagnose that the engine only had one of the four pistons firing and the entire engine would need to be replaced.
  3/10/23: Still waiting to hear anything from the warranty company.
  -The specific dates from here I am unsure of: At this point C.A.R.S kept requesting that the shop continue to break down the engine more, even though they already stated the entire engine needed to be replaced. (The shop has emails showing the pictures C.A.R.S continued to request)
  -C.A.R.S does not, and will not cover any of the breakdown of the engine.
  -With this company not covering the breakdown, but still requesting the shop to break down the engine more to end the end, still needing to replace the entire engine.
  - Due to this I have been left with a bill of $4,750.00, as of right now, as the car has still yet to be fixed because of the delay C.A.R.S has given the shop.
  -C.A.R.S is only covering 2,700.00 as I have a $100.00 deductible.

  Business Response

  Date: 04/28/2023

  April
  28, 2023
  
  RE:        2016 CHEVROLET TRAX LTZ
                 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
  March 10, 2023, a repair facility opened a mechanical claim on behalf of the
  customer’s vehicle stating they believed the vehicle had jumped time but were
  unsure and would have to tear the vehicle down to verify. CARS’ claims adjuster
  requested the repair facility obtain the customer’s authorization to perform
  the tear-down and then contact CARS with the cause of failure and extent of
  damage to the vehicle.
  
  The
  next communication on this mechanical claim was on April 04, 2023, when CARS’
  claims adjuster returned a voicemail to the customer. The customer requested an
  update on the status of the mechanical claim and CARS’ claims adjuster
  explained that CARS was still waiting for the repair facility to provide the cause
  of failure and extent of damage to the vehicle. CARS’ claims adjuster also
  explained to the customer that the tear-down charges were not covered on the
  customer’s attached Vehicle Service Contract (“VSC”); therefore, the customer
  would be responsible for the charges. See Provision 3. (e.): COMPONENTS
  AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): Diagnostic
  and tear-down charges, except as previously stated.
  
  On
  April 07, 2023, the repair facility called CARS’ claims adjuster and stated
  that the vehicle had only been partially torn down as the repair
  facility was trying to save the customer money. The repair facility stated that
  the vehicle had jumped time. CARS’ claims adjuster asked the repair facility to
  determine if the pistons were damaged to the point that an engine replacement
  was needed or if the vehicle would only need a valve job.
  
  On
  April 11, 2023, the repair facility contacted CARS’ claims adjuster and said
  that the pistons were fine, and the cylinder head looked fine but would
  need to be sent to a machine shop for more information; however, the repair facility
  had not sent the cylinder head to a machine shop as they were again trying to
  save the customer money. CARS’ claims adjuster explained that the vehicle’s
  cylinder head would need to be checked to verify it could be used.
  
  On
  April 13, 2023, the customer’s repair facility contacted CARS and stated the cylinder
  head was damaged and the vehicle would need an engine replacement. CARS’
  claims adjuster requested the repair facility send pictures AND an estimate for
  the cost of the repairs. It was not until this date that the repair facility
  provided CARS with the requested tear-down information to include the cause of
  failure and EXTENT OF DAMAGE. See Provision 5. (c.): 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: Your repair facility must perform a
  proper diagnosis to determine the cause of failure and extent of damage…
  
  On
  April 13, 2023, CARS received pictures from the repair facility; however, no
  estimate was received.
  
  On
  April 21, 2023, the repair facility contacted CARS and CARS’ claims adjuster
  explained that CARS had received the pictures but was still waiting for the
  estimate.
  
  On
  April 24, 2023, CARS received the estimate.
  
  On
  April 25, 2023, CARS’ claims adjuster contacted the repair facility and explained 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.
  
  On April
  26, 2023, after speaking to the customer, the repair facility contacted CARS’
  claims adjuster and said the customer would be using the claim allowance. CARS’
  claims adjuster gave authorization for the repairs on that same phone call.
  
  CARS has
  reviewed the customer’s complaint and mechanical claim and determined CARS did
  not cause a delay in the processing of the mechanical claim. The repair
  facility has been friendly and a pleasure to work with and CARS certainly understands
  their desire to keep the customer’s costs down; however, the repair facility not
  providing the needed diagnostic information is what caused the delay in this
  mechanical claim.  
  
  Regarding
  the customer’s question about owing more to the repair facility than the
  $100.00 per mechanical claim deductible: The deductible is taken off the
  authorized repair amount and does not apply to non-covered costs on the
  customer’s VSC. See Provision 4. (k.): PROVISIONS OF THE SERVICE CONTRACT: 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 the above timeline and VSC information was helpful to your inquiry.
  
  Sincerely,
  
  The
  Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:04/25/2023

  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.

  Was sold a 2 year cars protection plus program with vehicle purchase. Was only going to purchase 1 year, was told if I did a 2 year contract and got rid of the car prior then I would receive a refund for the prorated amount. I now have been told that this was incorrect and will not be issued a refund. This company claimed the dealer was an authorized user yet takes no responsibility for how they solicit the contracts.

  Business Response

  Date: 04/27/2023

  April 27, 2023
  
  RE:         2012
  NISSAN FRONTIER SV V6
                 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 cancelling their Vehicle Service Contract (“VSC”) and responds as
  follows:
  
  The Terms and Conditions of the
  customer’s attached VSC have not changed since purcahse. See highlighted
  Provision 7. (c.): 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. After 20 days from the
  Effective Date, there is no refund except in the case of a total loss, as
  determined by the insurance carrier, or repossession by the lienholder, and as long as no claim was made. If eligible, We will cancel this Service Contract
  for a monthly prorated refund, less an administration fee of $50.00.
  
  Regarding the customer’s
  statement that the car dealership where the VSC was purchased conveyed different
  cancellation provisions, this would need to be addressed with the car
  dealership.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 04/27/2023

  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.
  
  
  
  The business is refusing to acknowledge that a dealer sold me the warranty and even had me extend a year stating it would be eligible for refund at any point within the 2 year contract. This dealer is an authorized dealer for this warranty and is using unethical soliciting practices to sell this product and the company CARS is taking no responsibility 
  
  
  
  Regards,
  
  
  
  ******* *****

  Business Response

  Date: 05/01/2023

  May 01, 2023
  
  RE:         2012
  NISSAN FRONTIER SV V6
                 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 about the car dealership they purchased their Vehicle Service
  Contract (“VSC”) from and responds as follows:
  
  It is the consumer’s
  responsibility to read the Terms and Conditions of a VSC prior to agreeing to
  them.
  
  Per CARS’ original response
  issues with the car dealership where the customer purchased their VSC would
  need to be addressed directly with that business. CARS cannot respond on their
  behalf.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

• Initial Complaint

  Date:04/18/2023

  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.

  Yes I have have a contract with C.A.R.S protection plus contract ********** I had to call four times and recieved deceptive and false Information for them to cancel my contract . My payment was on april 16th a Sunday and not taken out I called Monday morning to see why and make payment I was advised that they are closed on Sundays and payment should be taken out within 48 hours and refused to take payment over phone . I called back later to confirm and was advised again to wait . Called Tuesday morning still has not been taken out and funds are available . Advised nothing wrong with car when they asked. Except abs light just came on and I have not took to dealer as i was asked about that as well again I was only calling about my payment because I didn't want to lose my contract . I called again after a few hours and was advised payment declined which is a lie as I've had funds available this entire time . They advised they will send a new payment form to process payment. It never came via email . Called again and this time. I was advised card declined. And my contract is not renewable because of Abs light . They are misleading . Falsely misrepresent policy and procedure and cancelled my contract without notice or proof of payment being declined or calling to seek payment as there is no record my payment didnt go thru . All I want is a total refund of the money I've already paid into this scheming company my contract wasn't canceled until today and they sent a msg proving that not until I called about my payment and they asked about my car did they cancel. I want my money back they did absolutely nothing. Except lie and deceive I work paycheck to paycheck its unfortunate they are still I business.

  Business Response

  Date: 04/24/2023

  April 24, 2023
  RE:         2009 NISSAN MURANO SL
                 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 the declined payment for their attached Vehicle Service Contract
  (“VSC”) and responds as follows:
  
  CARS did not cancel the
  customer’s VSC. The customer was set up to have a monthly payment automatically
  withdrawn for their VSC and on April 16, 2023, the payment method the customer
  used to set up the auto-withdrawal declined, rendering their VSC expired. CARS
  has highlighted this information under recurring payment terms: If We
  attempt to process payment from the account listed below and payment is
  declined, a new Service Contract will NOT begin, and coverage will terminate at
  the end of the current term.
  
  CARS has attached the declined
  payment receipt.
  
  It is the customer’s
  responsibility to ensure the payment method on file is valid and if the
  customer feels the payment was declined in error, they will need to contact
  their financial institution.
  
  The customer is correct that
  there can be a delay in a payment decline which occurs over a weekend as
  financial institutions can take up to 48 hours to send the information to CARS.
  CARS does apologize for any frustration this may have caused the customer.
  
  Regarding the customer’s request
  for a full refund. There is no refund available as the customer was provided
  with the two (2) months of coverage that was paid for.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachments

  Customer Answer

  Date: 04/25/2023

  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:04/18/2023

  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 originally got this warranty not even a a year ago and it’s been a problem from the start. I the ultimate coverage which from my understanding was the top warranty they have. 2 months into having my 2012 GMC Acadia I had to take it to the shop and the repair wasn’t covered which was a cracked exhaust manifold. Fast forward to now my truck has been in the shop for almost a week and I’ve called along with the repair and neither one of us have been able to get in contact with claims. Messages have been left and emails have been sent with no response. Only people you get a chance to talk to is customer service and their just going to transfer you to the same department you can’t get in contact with. Feel like they just take your money with no intent of doing their part. It shouldn’t be this hard filling a claim with a warranty company and that’s your purpose of being in business. Had to get a 1600 dollar loan just to get my truck fixed.

  Business Response

  Date: 04/24/2023

  April 24, 2023
  RE:         2012 GMC ACADIA SLT-1
                 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 obtaining repairs for their vehicle and responds as follows:
  
  Regarding the customer’s first
  issue of the denial of a mechanical claim for an exhaust manifold, on July 20,
  2022, a repair facility opened a mechanical claim on behalf of the customer’s
  vehicle for an exhaust manifold and a catalytic converter. Neither of those
  components are listed for coverage on the customer’s attached Vehicle Service
  Contract (“VSC”); therefore, CARS was unable to assist. The customer can locate
  the complete list of covered components in the Terms and Conditions section of
  the VSC and if a component is not listed, then it is not covered.
  
  Regarding the customer’s current
  issue of their repair facility being unable to reach CARS to open a mechanical
  claim, as there was no contact information provided for the customer’s repair
  facility in their complaint CARS cannot confirm that the repair facility has
  tried to contact CARS. CARS apologizes if the customer’s repair facility is
  having difficulty reaching CARS via phone. The repair facility also has the
  option to initiate a mechanical claim using an online claim submission form via
  CARS’ website at carsprotectionplus.com. This will result in a CARS claims
  adjuster contacting the repair facility to get the claims process started.
  
  Please have the customer instruct
  their repair facility not to perform any repairs before a mechanical claim is
  authorized as repairs done without prior authorization from CARS will not be
  covered. See highlighted Provision 3. (c.): COMPONENTS AND EXPENSES NOT
  COVERED (Applies to all SCHEDULE OF
  COVERAGE levels): Any repair done without prior authorization from Us.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:04/18/2023

  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.

  We have been dealing with this company for two months now over a transmission. Instead of them covering a refurbished transmission from the beginning, we’re now awaiting our third used transmission to be sent as the first two were complete junk because they won’t cover the charges for a refurbished one and expected us to pay $2500 if that’s what we wanted. When we call to speak to a manager we get voicemails and rarely ever a call back. We’re a family of 5 and desperately need our vehicle fixed and back asap!

  Business Response

  Date: 04/24/2023

  April 24, 2023
  RE:         2015 GMC YUKON XL SLT 1500
                 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 CARS’ supplied parts and responds as follows:
  
  CARS apologizes for the issues
  the customer had with CARS’ supplied parts. CARS has reviewed the customer’s
  contract and mechanical claim and will offer a rental benefit above what the
  customer qualifies for according to the Terms and Conditions of their attached
  Vehicle Service Contract. CARS has highlighted the rental benefit information
  at Provision 2. (a., vii.): SCHEDULE OF COVERAGE: POWER TRAIN: RENTAL BENEFITS: You will be reimbursed $25.00 for each eight hours
  of Mitchell’s ProDemand labor guide time to repair or replace the covered
  component with a maximum benefit of $300.00 per claim, if proof of rental is
  provided with an authorized claim. Any time not related to the actual repair
  and replacement of the covered component is not included in this benefit.
  
  The customer’s mechanical claim
  has 9.1 hours of authorized labor time, qualifying them for $25.00 in rental reimbursement
  when proof of rental is provided; however, CARS will provide the contract
  maximum of $300.00 per claim if the customer can provide proof of rental costs
  in that amount or more. Please have the customer submit any rental receipts to
  CARS or via the BBB portal.
  
  CARS prides itself in providing
  quality products and can assure the customer that the issues they had with
  CARS’ supplied parts are the exception and not the norm.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:03/21/2023

  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.

  Cars protection plus had my garage install a transmission of their choosing, and 2 months later it's not working properly. My garage would have stood behind the transmission of their choosing for a year. Cars protection plus won't stand behind their transmission for 2 months? They claim that the contract with me ended 2 weeks ago and they won't be responsible for any repairs that have occurred after that date. They forced me to use their transmission, and now, 2 months later won't even begin to give me any resolution. I would have been covered by my garage, but this national company won't do anything except be extremely rude, unpleasant and unprofessional on the phone. Customer Disservice should be required to be the name for the people who answer their phones.

  Business Response

  Date: 03/29/2023

  March 29, 2023
  RE:          2013 FORD
  F-150 KING RANCH
                 CONTRACT
  NO.: *********
                 OUR
  FILE NO.: ******
                 BBB
  COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The Cars Protection Plus Inc. (“CARS”) Customer Care
  Department is in receipt of the customer’s BBB complaint regarding a CARS’
  supplied part and responds as follows:
  
  On January 04, 2023, a repair facility opened a mechanical
  claim on behalf of the customer’s vehicle for a failed transmission.
  
  On January 12, 2023, CARS’ claims adjuster contacted the
  repair facility and reviewed the customer’s options on how to proceed with the
  repairs. The customer had the option to have CARS ship CARS’ supplied
  transmission and assist with the labor or take the claim allowance and have the
  repair facility supply the transmission. During this conversation CARS’ claims
  adjuster explained that the warranty on CARS’ supplied part would expire before
  the warranty on the repair facility’s supplied part. The customer’s repair
  facility stated the customer wanted CARS to ship CARS’ supplied part as the
  customer did not want to pay any additional money out of pocket and the repair
  facility’s part was more expensive.
  
  The customer chose to use CARS’ supplied transmission.
  
  Information on the warranty on CARS’ supplied parts has been
  highlighted in the customer’s attached Vehicle Service Contract at Provision 5.
  (f.) 5. SERVICE CONTRACT CLAIM PROCEDURES: FAILURE BY YOU OR YOUR REPAIR
  FACILITY TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM
  DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: STATE
  PROVISIONS: PENNSYLVANIA: f. If We supply a third-party component on Your
  Vehicle, the warranty on that part expires seven days after the expiration of
  Your Service Contract Term, regardless of any delays or downtime.
  
  The customer’s Vehicle Service Contract expired on March 05,
  2023, and the warranty on CARS’ supplied transmission expired on March 12,
  2023.
  
  The customer did not contact CARS until March 21, 2023
  regarding the current issues; therefore, CARS cannot assist with the repairs.
  
  CARS hopes this information is helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:03/16/2023

  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 wish to file a complaint regarding claim ***********. My contrac* * ********* includes levels 1 through 3. I purchased this expense warranty plan when I purchased my truck on 10/29/22. After about 2 months the ABS light came on and then there started to be some other issues. I took my truck to ******* *hevrolet of Dubuque on 02/17/23. They contacted C.A.R.S and were denied most of the repairs that needed to be done and should've been covered under warranty. ******* technician did not understand why the following items were denied warranty coverage based on my plan. CARS did not approve the LF axle seal but did approve the RF hub. ABS is stated under level 2 item b,iv. Therefore, the ABS is not completely fixed and there is still no traction control or ABS breaking. The other items that were denied was the manifold gasket, the oil pan gaskets and engine & transmission cooler lines, along with the replacement oil and coolant that had to be added to replace the items listed above. Gaskets, transmission issues & coolant issues are stated under Level 1 item a.i, item a,iii, item a,v and Level 2 item b,iv, The replacement fluids are stated under level 3 item c,vi.
  Here is the breakdown of the items that should've been covered that I paid for:
  1) Engine oil cooler issues & lines $354.08
  2) Transmission oil cooler issues & lines $383.01
  3) Oil pan gaskets $492.32
  4) Oil replacement $84.47
  For a total of $1,313.88 that I have paid to ******* *hevrolet of Dubuque Iowa. Service phone # 563.514.4868
  The LF axle issue & seal has not been replaced yet because it would've cost me an additional $351.89 more than the $2,276.95 that I have already paid. The LF axle issue & seal still needs to be done to completely fix the ABS that should be covered under this expensive warranty plan.
  
  Please verify receipt of this complaint.
  
  Update by ***** *********
  Mar 16, 2023
  12:49 pm EDT
  I still have not heard back nor received and email from anyone regarding this complaint.

  Business Response

  Date: 03/20/2023

  March 20, 2023
  RE:          2011
  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 regarding denied
  components on a mechanical claim and responds as follows:
  
  CARS has reviewed the customer’s mechanical claim and below
  you will find information on the vehicle’s issues reported by the customer’s
  repair facility, CARS assistance toward the issues and how the assistance was
  determined using the Terms and Conditions of the customer’s attached Vehicle
  Service Contract:
  
  COMPLAINT CAUSE CORRECTION
  Fluid leak, ticking noise Oil pan gasket Not covered on VSC
  Fluid leak, ticking noise Oil cooler lines Not covered on VSC
  Fluid leak, ticking noise Transmission cooler lines Not covered on VSC
  Fluid leak, ticking noise Valve cover gasket Not covered on VSC
  Fluid leak, ticking noise Transmission output shaft seal Not covered on VSC
  Fluid leak, ticking noise Exhaust manifold gasket Not covered on VSC
  ABS light on R/F wheel bearing Assistance provided
  ABS light on Wiring harness Not covered on VSC
  Steering rack leaking Power steering rack Assistance provided
  Steering rack leaking Power steering fluid w/rack Assistance provided
  Steering rack leaking Alignment Not covered on VSC
  Preventative maintenance Oil change Not covered on VSC
  
  CARS has highlighted the information on seals & gaskets
  coverage at Provision 2. (a., v.): SCHEDULE OF COVERAGE: LEVEL1: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.
  
  CARS has highlighted the information on fluids coverage at
  Provision 2. (c., vi.): SCHEDULE OF COVERAGE: LEVEL 3:FLUIDS: All fluids, including but not limited to: engine oil; engine
  coolant; transmission fluid; brake fluid; and power steering fluid, are covered only when required in conjunction with a covered component.
  
  This customer’s Vehicle Service Contract is inclusionary,
  meaning there is a list of covered components in the Terms and Conditions
  section. If a component is not listed, then it is not covered.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by CARS 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 still does not address, nor does it even mention, the fact that they wouldn't cover the LF axle seal to completely fix the ABS. How can an ABS system be safe and completely fixed if not both sides of the vehicle is fixed. How do you cover the RF and allow it to be fixed without doing anything to the LF?  Additionally, all of the gaskets, lines & intake manifolds are due to the "coolant leaks" they mentioned.

  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** *********

  Business Response

  Date: 03/28/2023

  March 28, 2023
  RE:          2011
  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 response rejection regarding denied
  components on a mechanical claim and responds as follows:
  
  In CARS’ original response there was a complete list of the
  components requested by the customer’s repair facility along with information
  on the assistance CARS was or was not able to offer for each component. CARS
  also provided information on the customer’s seals and gaskets coverage and
  highlighted it in the provided Vehicle Service Contract at Provision 2. (a.,
  v.): SCHEDULE OF COVERAGE: LEVEL1: 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.
  
  The customer’s Vehicle Service Contract does not offer
  coverage on symptoms (i.e., the ABS system not working or coolant leaks); it
  offers assistance on the cause of the issue if it is a listed covered
  component. There was no authorized repair to the left front axle or left front ABS system; therefore, there would
  have been no assistance on a seal related to that failure.
  
  The customer’s repair facility did not request assistance on
  an intake manifold gasket. If there is a failure to the intake manifold gasket
  resulting in a coolant leak, please have the customer’s repair facility contact
  CARS.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

  Customer Answer

  Date: 03/28/2023

  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 contacted our repair center and was informed that they did request the LF speed sensor along with the RF speed sensor and was denied the LF but not the RF.  This did not make sense to them and so they so they contacted CARS again and again was denied the LF speed sensor. We have purchased a LF speed sensor for $82.28 from O'Reilly Auto.  See information below:

  Transaction date Mar 24, 2023
  Posted date Mar 26, 2023
  Merchant info O'REILLY AUTO PARTS 2324
  Description LF Speed Sensor

  Automotive parts and accessories stores

  Method
  Card number
  ********)
  Category
  Automotive
  Memo
  LF Speed Sensor

  I would like a refund from CARS for the $82.28.
  

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

  Business Response

  Date: 04/03/2023

  April 3, 2023
  RE:          2011
  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 second BBB response rejection regarding
  denied components on a mechanical claim and responds as follows:
  
  CARS has reviewed recorded calls as well as the attached
  final invoice received from the customer’s repair facility and there was no
  reported failure to the left front (“LF”) wheel speed sensor.
  
  On February 17, 2023, during the repair facility’s initial
  call to CARS, the repair facility reported a failure to the wiring harness of
  the LR wheel speed sensor. This information was provided in CARS’ original
  response. The wiring harness and any damage caused by it are not covered on the
  customer’s Vehicle Service Contract. CARS has highlighted this information at
  Provision 3. (f.): 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all
  SCHEDULE OF COVERAGE levels): f. Damage/failure to a covered component
  caused by a NON-covered component.
  
  The repair facility did not include this repair on the final
  invoice.
  
  If there is a failure to the LF wheel speed sensor, the
  customer’s repair facility would need to follow the claims procedures in the
  Terms and Conditions of the customer’s Vehicle Service Contract. The customer’s
  Vehicle Service Contract does not offer assistance on any repairs done without
  prior authorization from CARS; therefore, there would be no reimbursement if
  the repair has already been completed. Please see highlighted Provision 3.
  (c.): 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF
  COVERAGE levels): c. Any repair done without prior authorization from
  Us.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

  Customer Answer

  Date: 04/04/2023

  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.
  

  At this point there will not be any real satisfaction in this issues at hand.  There is so much "UNDERLYING" wording in the contract that it is almost impossible to get what is believed to be covered actually covered.  A complete refund of the extended purchase contract is the only way to get resolution.

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

• Initial Complaint

  Date:03/15/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The refund process with this company is exhausting. They do everything they can to make this process difficult and now after 6 calls, being told to call another (wrong) number by customer service,
  over 3 hrs on hold and 2 weeks the refund is processed and wouldn't you know it they sent my money to the dealer NOT me. This company is a scam and what there doing cant be legal. Dont do business with this place or you will be here like me wishing you hadn't! 0/10 customer service 0/10 value 0/10 likelihood to do business agin 0/10 would refer a friend or enemy for that matter!

  Business Response

  Date: 03/20/2023

  March 20, 2023
  RE:          2005
  FORD F-350 SUPER DUTY XLT
                 CONTRACT
  NO.* ********
                 OUR
  FILE NO.: ******
                 BBB
  COMPLAINT* ********
  
  Dear BBB of Western Pennsylvania,
  
  The Cars Protection Plus Inc. (“CARS”) Customer Care
  Department is in receipt of the customer’s BBB complaint regarding the
  cancellation of their Vehicle Service Contract and responds as follows:
  
  CARS has reviewed recorded calls and on February 22, 2023, a
  CARS’ customer service representative did provide the customer with an
  incorrect phone number to contact regarding cancelling their Vehicle Service
  Contract. CARS apologizes that the customer was given incorrect information by
  a CARS’ customer service representative and will address the issue with that
  employee.
  
  This customer contacted CARS again on February 24, 2023, and
  requested to cancel their Vehicle Service Contract as the vehicle had been
  sold. CARS’ customer service representative reviewed the cancellation
  provisions in the Terms and Conditions of the customer’s Vehicle Service
  Contract, provided a cancellation form via email, had the customer confirm it
  was received and provided the email address the cancellation form needed to be
  sent to once completed.
  
  CARS initially received the returned cancellation form on
  March 01, 2023; however, it was incomplete. Unfortunately, the customer had
  neglected to provide the lender information requested on the cancellation form
  and CARS could not process the cancellation. CARS reached out to the customer
  via phone to request the lender information be provided with or on the
  cancellation form and received the completed cancellation form and lender
  information on March 08, 2023.
  
  The customer’s Vehicle Service Contract was then cancelled
  with a cancellation effective date of March 01, 2023, the date CARS received
  the first incomplete request. On March 10, 2023, per the customer’s Vehicle
  Service Contract, the refund check representing CARS’ portion of the refund due
  was mailed to the dealership where the vehicle was purchased. Please see
  highlighted Provision 7.: CANCELLATION PROVISIONS - ALL REQUESTED
  CANCELLATIONS/REFUNDS MUST BE IN WRITING AND WILL BE PROCESSED THROUGH YOUR
  LIENHOLDER, IF ANY, OR YOUR SELLING DEALER.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment