Complaints

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:06/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 7, 2023, I purchased a Platinum Coverage vehicle service agreement for my 2014 Land Rover LR2 for $2,849.00. I filed a claim for repairs to the timing cover gasket, vacuum pump, valve cover gasket, and related components. I provided inspection reports and maintenance receipts confirming proper maintenance.Capital Auto Protections Response:The claim was denied due to alleged pre-existing conditions and long-term failure caused by lack of maintenance. -details found in attached doc My Response:1.Maintenance and Inspections: Inspection reports from certified mechanics confirmed no issues at the time of inspection. I adhered to maintenance schedules and provided receipts. Lack of pictures does not invalidate the assessments.2.Coverage Details: Platinum Coverage states seals and gaskets are covered if part of a covered repair. Failures were due to material issues related to covered components like the alternator and steering rack, thus qualifying for coverage.3.Pre-existing Conditions: The contract defines pre-existing conditions as those existing before the agreement. Issues arose after the contract, not qualifying as pre-existing conditions.4.Handling of the Claim: The claims representative made unsubstantiated allegations about the inspection reports and my maintenance practices. Reports substantiate failures due to material issues, not improper maintenance or pre-existing conditions.5.Long-term Failures: Long-term failure is not a denial condition in the contract. It specifies breakdowns from neglect or lack of maintenance are not covered. I provided documentation of regular maintenance, so the failures qualify for coverage.Desired Resolution Approval for necessary repairs to my vehicle as per my service agreement, covering the timing cover gasket, vacuum pump, valve cover gasket, and related components.Attachments:1.Inspection Reports 2.Maintenance Receipts 3.Vehicle Service Contract 4.Correspondence with Capital Auto

  

  Business Response

  Date: 07/17/2024

  Apologies for the delayed response. We have been in contact with ************************ multiple times since her initial complaint on June 25th, 2024. The vehicle was taken to the shop due to it not starting, diagnosis by the Licensed Repair Facility was a new alternator, that claim was APPROVED. The Licensed Repair Facility completed an additional inspection of the vehicle, and found other items in need of repair that **************************** mobile mechanic did not. We do not know why **************************** mobile mechanic failed to inform her of the other issues as the inspection completed(report attached) with photographs while at the Licensed Repair Facility showed the issues had been long term. Also, in a conversation between our claims manager and ************************, she admitted that her vehicle had been making a noise but hadn't been able to take it in. The additional claims that originated from the APPROVED claim were not denied as "Pre-Existing". Please see final claim denial letter attached, that was mailed to ************************.

  Customer Answer

  Date: 07/18/2024

  Complaint: 21897682
  
  I am rejecting this response because:

  To: ********************************************

  
  Subject: Re: Response from Capital Auto Protection - Complaint ID #********

  
  Dear BBB Representative,
  I am writing to address the recent response from Capital Auto Protection regarding my complaint. The assertions made by the company are not only false but also misleading, and I am deeply disturbed by their continued attempts to deny my legitimate claim through fabricated information.

  
  Key Points of Dispute:

  
  False Claims of Vehicle Noises:
  At no point did I ever state that my vehicle was making noises prior to the breakdown. This is a complete fabrication by Capital Auto Protection. My vehicle was in excellent working condition with no signs of mechanical issues before the incident.
  The car was driving smoothly on the highway when it suddenly shut off, alarms started going off, and the car lost power. The only noise occurred during this breakdown, and I immediately reported this to Capital Auto Protection.
  The company's claim that I mentioned ongoing noises is entirely false and misrepresents the situation. If youll notice all ongoing conversation, that was only mentioned in the most recent letter mailed to me, as their final hope for fabricating a valid denial. 

  
  Misrepresentation of ************************************ claim that the licensed repair facility found long-term issues that my mobile mechanic did not is misleading. The licensed repair facility only performed the inspection and did not make any statements regarding long-term issues. Capital Auto Protection made this call on their own by looking at the photos.
  The sudden breakdown was due to a specific failure, not ongoing neglect or long-term damage. The representative I spoke with claimed he knew what he was talking about because he used to be a mechanic", but his conduct was unprofessional and dismissive.

  
  Contradictory Denial Reasons:
  The initial denial of my claim was based on alleged pre-existing conditions and long-term failure. However, the latest denial letter cited failure to take reasonable precautions and supposed signs of mechanical issues that never existed.
  This inconsistency indicates bad faith and an attempt to avoid honoring the contract by any means necessary.

  
  Approval of Alternator Claim:
  While it is true that the claim for a new alternator was approved, this does not negate the fact that other related repairs were unjustly denied.
  The failure of the timing cover gasket, vacuum pump, valve cover gasket, and related components is directly related to the covered components and should be approved under the Platinum Coverage agreement.

  
  Unprofessional and Dismissive Behavior:
  Throughout this process, Capital Auto Protection representatives have been extremely unprofessional and dismissive whenever I tried to explain the situation.
  My emails attempting to resolve this issue have been blatantly ignored, and a delayed response without addressing the core issues is unacceptable.

  
  Ignoring My Attempts to Resolve:
  Despite numerous attempts to communicate and resolve this matter, my efforts have been consistently ignored by Capital Auto Protection. This includes multiple emails and phone calls that have not been returned or acknowledged.

  
  Support from the Dealership:
  The dealership that inspected my vehicle immediately after the breakdown has expressed their support for my claim. They were shocked and upset by the denial, stating that my claim was valid and they fully expected it to be approved. They even mentioned their gratitude that I am fighting this company, as they believe Capital Auto Protection is acting fraudulently.

  
  Personal Impact:
  As a 100% disabled veteran and a single mother, the safety and reliability of my vehicle are crucial. Capital Auto Protection's refusal to honor their agreement, despite clear evidence and adherence to the contract terms, has left my vehicle unsafe and me without a reliable means of transportation.

  
  Formal Request for Resolution:
  Given the company's consistent misrepresentation and the impact on my life, I am left with no choice but to escalate this matter further. I am hereby notifying you of my intention to file formal complaints with the following agencies:
  Texas Attorney Generals Consumer Protection Division
  Arizona Attorney Generals Consumer Protection ********************************** (FTC)

  
  Additionally, I will be consulting with legal counsel to explore all available legal remedies. This is not a threat but a definitive plan of action due to the blatant lies and unethical practices demonstrated by Capital Auto Protection. Your companys actions are morally, ethically, and legally wrong, and I will not hesitate to pursue all necessary avenues to ensure justice is served.

  
  Capital Auto Protection has a choice to make:
  Cease the falsehoods and fulfill their contractual obligations, or
  Face legal action and further complaints to state and federal consumer protection agencies.

  
  Thank you for your attention to this critical issue. I look forward to a prompt and fair resolution.

  
  Respectfully,

  *******************************