Complaints
Customer Complaints Summary
- 25 total complaints in the last 3 years.
- 9 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/11/2024
Type:Order IssuesStatus: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.
see Attached documentBusiness Response
Date: 10/11/2024
Hello, there was no attachment found with the details of this complaint as indicated on the customer's comment. However, the contract for this customer was canceled on September 26, 2024 and the proceeds from the
refund were sent to America First Credit Union as the lienholder on the
vehicle. Please provide further details if there are any additional questions or concerns.Initial Complaint
Date:09/28/2024
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased 3 oil change package from this company. Upon attempting to redeem 3rd oil change, notified dealership had been sold and would not honor the package. Contacted the 4 nearby participating dealerships but was told they do not service my car make. Called TCA and rep laughed and stated he “didn’t understand why those dealerships wouldn’t accept the plan”. With 3 days left and no dealership to service my car, no time to cancel contract because they only accept cancellations in writing I am left with the remainder and no oil change. They knew this was a problem and did absolutely nothing to notify me in advance so I could potentially cancel this contract. I showed up to the dealership, with an appointment, and was notified it couldn’t be serviced. In fact, the appointment was made by Larry H Miller 104th, which didn’t even exist anymore, yet they still had the scheduling platform open. TCA is owned by Asbury automotive but they sell these packages under the guise a completely separate entity.Business Response
Date: 10/03/2024
TCA contacted the dealership
who agreed to perform the oil change service for the guest. Our claims manager
called and left a message with ******* letting her know where to take her
vehicle.Initial Complaint
Date:07/05/2024
Type:Product IssuesStatus: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 sold my Jeep grand Cherokee in March and I am supposed to be getting a refund on the warranty of $3200. I was told it takes 6 to 8 weeks then I was told that they had already processed processed it now I’m told that the company system was hacked, so there was no no timeframe on when they would be issuing me my refund check. I have called a number of times with the same results, I’ve even asked them if they could just direct deposit the money into my account. I was told no that they have to write out an issue a check so my complaint is is that I purchase something was supposed to be refunded the remainder of it because I had sold my vehicle so I was not using the warranty when I purchased. It did not take 6 to 8 weeks to take the money out of my bank account and I did not tell them my system got hacked so I did not know when I was going to be able to pay for the item that I purchased so my question is is why is it OK for this company to tell me that they do not have a timeframe that they can tell me when I’m going to be getting my refund , and why is it OK for this company to sit on my money that they should be issuing back to me? The gentleman by the name of Hunter that I have been speaking to is extremely rude when i call.Business Response
Date: 07/08/2024
The refund was sent on 7/5. We do apologize for the delay. If you have any further questions please reach out to me.Initial Complaint
Date:05/22/2024
Type:Service or Repair IssuesStatus: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.
We paid for a 3 year/36,000 mile extended warranty on our vehicle. There is some maintenance that needs to be done, but LandCar is unwilling to pay because I don't have receipts from previous oil changes. This was not communicated beforehand that these would be needed for future claims. Landcar needs to pay the claim. I paid for the policy, they need to pay the claim.Business Response
Date: 06/03/2024
The claim for these repairs have been authorized. Any questions can be directed to our claims manager **** at ************.Customer Answer
Date: 06/03/2024
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. Total Care Auto proceeded with paying for the repairs last week.
Sincerely,
*******************************Initial Complaint
Date:05/13/2024
Type:Billing IssuesStatus: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 car was totaled in an accident and insurance had paid off the car with a small balance left of $516, yet gap only wants to pay $83. I have paid $800 towards the insurance and they can’t even pay a fraction of that.Business Response
Date: 05/14/2024
On February 2, 2021, ***** ***** ******* signed the GAP Addendum. The “GAP Agreement” section states, “Subject to the full terms, conditions, and exclusions set forth on this GAP Addendum, in the event of a Constructive Total Loss to the Covered Vehicle, We agree to waive Our rights against You for the GAP Amount.” It also states " BY YOUR SIGNATURE BELOW, YOU ACKNOWLEDGE AND AGREE THAT YOUR ACCEPTANCE OF THIS GAP ADDENDUM IS VOLUNTARY AND IS NOT A CONDITION PRECEDENT TO, OR A CONSIDERATION REQUIRED TO OBTAIN CREDIT. YOU ALSO ACKNOWLEDGE THAT YOU HAVE READ AND UNDERSTAND THIS GAP ADDENDUM AND ITS PROVISIONS AND THAT NO OTHER VERBAL REPRESENTATION HAVE BEEN MADE TO YOU THAT DIFFER FROM THESE WRITTEN PROVISIONS.” Please see the attached GAP Addendum GAP-VW7756150.
As noted above, conditions to the GAP Addendum may apply (as it did in this case). The GAP does not provide coverage “If the Primary Carrier Constructive Total Loss Settlement or the ACV is greater than or equal to the Net Payoff, no waiver of debt will be made under this GAP Addendum.”
Under “DEFINITIONS”, “NET PAYOFF. Your outstanding balance as of the Date of Loss. The Net Payoff will not include any amounts for currently due and unpaid monthly charges, unearned finance charges/interest or lease charges, charges arising from Your failure to perform any term or condition of the finance or lease contract, any fees or amounts charged in connection with early termination of the finance or lease contract, or other amounts received and applied against your finance or lease contract balance after the date of loss such as a refund of unearned credit insurance premiums or refunds on service contracts or prepaid maintenance contracts.”
Please see an explanation of how the conditions of the GAP Addendum applies to ***** ***** ******* below:
Net Payoff/Balance of Auto Loan as of Date of Loss (4/2/24) when all the payment
are paid on time and in full per the terms of The Financing Contract……………………. $15,395.10
The Insurance Check Amount………………………………………………………………………. - $15,620.24
The customer also had the pro-rated refund amount for his Key Replacement Contract applied to his auto loan for $80.25.
If all the auto loan payments were paid on time and in full per the terms of the Financing Contract and GAP Addendum Contract, the Insurance Settlement Check would have satisfied the auto loan in full, therefore there is no waiver amount for GAP to pay.
GAP’s decision that no payment will be made under this GAP Addendum remains the same. Therefore, GAP denies paying the disputed amount of $800.Customer Answer
Date: 05/14/2024
Complaint: ********
I am rejecting this response because:
My remaining balance as of 4/2/24 was of $16,392 with Volkswagen Credit
Even after cancelling the remaining amount of warranty which is $254.86. There is still a remaining balance of $16,137.14
I have a balance with Volkswagen of $517. This is what GAP insurance is for and you guys don't want to pay. I would like for this balance to be paid, if not I will go to the attorney general and report this with all the paperwork I have and screenshots of numbers to justify my information.
Sincerely,
***** *****Initial Complaint
Date:01/30/2024
Type:Service or Repair IssuesStatus: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.
So I bought a car plan. Paid just under $4k. Car brakes I send to ******************************************** ******, **. TCC said send it to closes ************ dealer. They lets set on there lot for 3 weeks did nothing. Then they send it to ******************. It sat there for 3weeks. While all three groups LHM ,TCC , MBD, they pointed the fingers at each other. I asked every group for help. So I end up having to pay MBD $516 to get my car back..They told it was the fuel. Pump. I already knew that I own OBD tool $516 down the drain. Towed the vehicle to my house.aka shop . I was able to make the repairs in 4.5 hour like the book said it would. I would not recommend this product to anyone especially if you cant do the work your self.Business Response
Date: 01/31/2024
The customer contacted TCA several times about his 2013 GL-Class, starting on 12/11/2023 and the last call was on 1/17/2024. It was towed to ********* Jeep, and they were unable to diagnose the issue, On December 27th TCA towed the vehicle to ************. TCA never received a call from *********************** with a diagnosis or an estimate for repair. We have not control of the workload or time it takes for the dealerships to diagnosis vehicles. On two occasions, once on 1/10/2024 and 1/17/2024. TCA reached out to **** at ************** at *********************** and left a message and TCA did not get a call back either time.
When the customer would call in, we explained that we were waiting for a call back from the MB dealership and TCA does not diagnose or repair the vehicle we simply authorize and pay claims when they are presented to us.
TCA did not hold up the diagnosis or the repair on this claim we were never contacted for a repair by the repair facility.Further questions can be directed to our Claims Manager **** at ************
Initial Complaint
Date:12/07/2023
Type:Service or Repair IssuesStatus: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 this gap insurance at the time I bought my car on 03/16/2018. First I had issues with them because they let the dealership (Larry H Miller Nissan) cancel out my gap insurance, after so many complaints they reinstated it. I've also been in a car accident and my car was totaled out. Geico adjuster paid $5,529.74 towards my loan with Regional Acceptance Corporation. I filed a claim with the gap insurance (Total Care Auto) they denied my claim, their explanation makes absolutely no sense. This was supposed to be a guaranteed auto protection gap insurance. That's also what the paperwork that I've attached states at the top. I would like them to pay off what's left as that is the reason for doing business with them, and that is what they are supposed to cover in the event of a car accident.Business Response
Date: 12/08/2023
The reason why there was no payment made to this GAP claim was due to 6 missed payments and late fees. Per the terms of the contract we will only pay for 2 missed payments and we don't cover late fees. I have attached a copy of the GAP letter that was sent along with a copy of the payment history. You may also reach out to our GAP department at ###-###-#### with any further questions regarding this claim.Customer Answer
Date: 12/08/2023
Complaint: ********
I am rejecting this response because: It shouldn't matter what I've missed in the past for the last year or two, I have been paying more than just my car payment, if you look at the bottom pages it shows all the payments I've made that were over the amount due, I was trying to pay it off sooner and get ahead. And most of the missed payments were due to COVID. The reasoning behind the denial is nonsense, and you're using something ridiculous to get out of paying anything.
Sincerely,
***** ******Initial Complaint
Date:11/30/2023
Type:Service or Repair IssuesStatus: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 was upsold a Total Care Vehicle Service Contract and Maintenance Services by Larry H. Miller Chrysler Jeep Dodge Bountiful on 9/20/22. I took my car to there for service 10 Nov 2023, at which time additional services were recommended totaling $1,440.94. I was not given pricing beforehand and was not told Total Care did not cover them.
My research suggests the dealer gouges prices, and all attempts to resolve this have failed. The services include $361 to replace sparkplugs, $105 for cabin filter replacement, $294.70 to replace differential oil, and $382.50 for fuel injector service. You apparently cover some lubricants and filters, but exclude mine.
Now I will not return to the dealer normal service and repair due to price gouging and fear of retaliation for reporting and cannot therefore make further claims for coverage by your company which would likely be denied, I am seeking a full or partial refund of normal and maintenance services.Business Response
Date: 12/01/2023
Unfortunately we are unable to reimburse you for items that are not covered by the contract. If you with to cancel your contract for a prorated refund you are able to do so by completing the attached form and sending it in to our office. If you would like to discuss the cancellation or have any questions regarding the cancellation please reach out to our team directly at ###-###-####. You can also email the completed form to ************************
Customer Answer
Date: 12/01/2023
Complaint: ********
I am rejecting this response because:
Covered contents include filters, lubricants, and fuel system, but exclude sparkplug replacement ($361), fuel induction service ($382,50), cabin air filter replacement ($105), and differential oil replacement ($294.70).
I may go through your procedure to request a prorated refund, but I'm not confident your response will be acceptable. I have questions about the conflict of interest of Asbury Automotive Group ownership of Total Care Auto.
Asbury upsold your products, and I will never get coverage since I will not deal with the dealership in light of it's upselling, price gouging, and misrepresentations.
Sincerely,
***** ******Business Response
Date: 12/04/2023
We have attached copies of the customers service contract and maintenance which states what is and what isn't covered by the contract.
TCA considers this matter closed. If you would like to discuss the cancellation or have any questions regarding the cancellation please reach out to our team directly at ###-###-####. You can also email the completed form to ***********************. You may also contact our claims department directly at ###-###-#### to discuss coverage questions.
Customer Answer
Date: 12/05/2023
Complaint: ********
I am rejecting this response because:It may not be actionable, but it is deceptive for a dealership group to own Total Care Auto and promote its warranties as 3rd-party.
The dealership sold Total Care Auto warranties in an amount $3,671. That's upselling and price gouging.
I have applied for refund of the remaining warranty.
Sincerely,
***** ******
Total Care Auto Powered by Landcar is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.