Complaints

This profile includes complaints for CARco Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CARco Inc

  PO Box 1268 Exton, PA 19341-0963

• 

  CARco Inc

  415 Eagleview Blvd Ste 100 Exton, PA 19341-1143

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

• Initial Complaint

  Date:12/28/2024

  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.

  I had purchased a 2019 *** 540i from a dealership last April and used CarCo as my gap company as the dealership provided them. A couple months after I had gotten into an accident and totaled out the car. My insurance company had already gotten to action to start the process of getting the financing company paid out without my notice. The dealership had been notified the car was totaled out as well. No one had notified me there was still a balance remaining on the account that the gap insurance was supposed to cover. I had been trying to purchase a new vehicle and found out the loan is still open. I contacted the gap insurance agent and submitted all the documentation from the purchase of my *** and from the accident to get the gap insurance to pay out. They responded back and let me know I didnt provided the bill of sale or the breakdown for the check that was issued. I contacted the dealership and financing company and neither of them had a bill of sale, both provided me the buyers order and purchase contract. The breakdown I submitted as well as a market valuation report about the specific car compared to others in the area. I have tried to call to receive an explanation but was left on hold for about 10 minutes before the computer told me no one was available and to call back. I want this account to be paid out so that I can get a new truck for work as I am very busy and need the space.

  Business Response

  Date: 01/08/2025

  After receiving all the required documents, the claim was processed on 12/18 and a check was issued and mailed on 12/20.  The customer should contact ********* to follow up for confirmation when they have received and applied the payment.  The customer is welcome to contact us if they would like further information regarding their completed claim.

• Initial Complaint

  Date:11/12/2024

  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.

  I bought windshield warranty from dealership with company Carco. I filed claim in September and took my vehicle to dealership to get estimate as directed by Carco. The dealership told me they left several messages and got no response. When I called Carco directly I was told there were no messages and since it has been over 30 days they would not honor my warranty. I was speaking with center manager, and asked to speak to her boss. She told me she was the boss and that was that. The dealership service manager is who was trying to contact Carco, and now both sides have different stories.

  Business Response

  Date: 11/21/2024

  We cannot locate an enrollment or any active policy for anyone by this name.  If the customer would to provide more information such as their vehicle's year, make, model, and VIN, we can research this further.

• Initial Complaint

  Date:11/05/2024

  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.

  The date we purchased the vehicle was 07/01/2022. We had a GAP contract on the vehicle, but I don't know what the amount for the contract was. I was told on the day of purchase that if anything happened to the vehicle, *** would pay any remaining balance on the vehicle. *** was committed to provide extra coverage on the new vehicle we purchased. The nature of my dispute is, the vehicle was in an accident and the adjuster declared it to be a total loss on 12/05/2023. I reported the accident to the dealership and I was given a list of forms that I was to send GAP in order for them to pay off any remaining balance on the vehicle. I collected all the forms and the dealership faxed all the forms to GAP in January, 2024. GAP sent me a letter stating they were missing the Evaluation Report and the Estimate from the Insurance Company. These two forms were sent in with the original documents I had the dealership fax them. We resent the forms they claimed were missing. I called to check on my claim in March, 2024. I was told again that two forms were missing. I called Kia ******* America and the representative faxed the forms to GAP while I was on the phone. This was March 2, 2024. I called Kia ******* America back in July to see if GAP paid off the remaining balance on the vehicle and I was told that GAP had not paid the balance on the vehicle. I waited some more because I was told it would take another 30 days. I called Kia ******* America on today, 11/05/2024 to see if GAP paid the balance. I was told that *** had not paid the balance off yet. I called GAP back to find out why they hadn't paid the vehicle off yet. I was told the they were waiting on the service contract. I told them that every time I called, you give me a different form that they needed. I figured they were giving me the run around because the service contract on the vehicle was cancelled on December 5, 2023. This delay in payment caused *** to put the balance on our credit reports.

  Business Response

  Date: 11/15/2024

  We are not the Administrator listed on this GAP contract.  The Administrator is United States Warranty Company, no Comprehensive Auto Resources Company.  We work with United State Warranty Company, but our office has not had any interactions with this customer.  They will have to contact United States Warranty Company, also known as Protective, to resolve the issue with the documents.

  Customer Answer

  Date: 11/15/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *******
  
  

• Initial Complaint

  Date:11/04/2024

  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.

  As other people have mentioned in previous complaints, I have sent all the paperwork necessary and theyre giving me the runaround about how they didnt get it. They wont converse with the financial institution or insurance company and theyre making me spend more money on making car payments so that way the gap that theyre responsible for is less of a burden.

  Business Response

  Date: 11/08/2024

  Unfortunately, just as we indicated to the customer via email on 10/31/2024, we still need the following documents:  1.  Buyers Order/Bill of Sale, 2.  *** Contract, 3.  *************** Contract, and 4.  Payment History.  As of now, we cannot proceed without them as they are required to process the claim.  The amount of the *** payment is always backdated to the date of loss so the amount we are responsible for does not change and as always we will fulfill that obligation upon receipt of the necessary paperwork.  We are a third party so as stated in the *** contract, the customer is responsible to obtain and submit the necessary documentation.  Our document checklist provides helpful tips and information on what to request and who to contact to request the documents.  If the customer needs additional guidance or assistance with the process, they are welcome and encouraged to contact the Administrator who is assigned to their claim.

• Initial Complaint

  Date:10/03/2024

  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.

  This GAP company made me jump through hoops to collect every bit of information for them and once provided drug their feet as my loan continued to build interest. My car was deemed a total loss on 8-22-24 and it is now 10-3-24 and the loan still hasnt seen payment, is still building interest and now is overdue payment. Their customer service is trash, you sit on hold forever and want to argue with you on whether or not you submitted a refund request for a warranty. Why am I requesting the refund. They should be requesting it first off and second it was submitted by myself, the dealer and the lender. I mean how many times did it need to be sent while they dragged their feet and the loan continues today to build interest. I have never missed a car payment until now.

  Business Response

  Date: 10/18/2024

  We are sorry to hear the customer is dissatisfied with the claim process, but it is not clear what we could have done differently.  Our customer service team simply relays the information necessary to complete the claim process.  We are a third party and do not have the right to request information on the customer's behalf.  That is why the *** Addendum is clear that it is the customer's responsibility to provide all the necessary documentation to complete their claim.  Regarding the cancellation of the warranty, we most certainly cannot request cancellation on their behalf as our company did not sign the original warranty or loan paperwork.  Cancellation of ancillary products is between the customer and another party.  We are sorry to hear the customer is upset about having to carry out these financial responsibilities, but we can only relay the information as it pertains to the completion of their *** claim.  Also, their claim was submitted for payment on 9/30/2024 which was prior to this complaint.  The payment was mailed to the lien holder on 10/4/2024.  Also, after receiving confirmation of the aforementioned refund amount, the claim was submitted for supplemental payment which is currently in process with our Accounting Dept.

• Initial Complaint

  Date:08/30/2024

  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.

  In November of 2021...I purchased a 2019 ****** Altima from Auto Flex Leasing who financed me through Regional Acceptance. Auto Flex explained to me that it would be in my best interest to purchase ************* through CARCO because if anything was to happen to my car like a total loss then CARCO ************* would pay my remaining balance after my insurance paid what the car was worth. Well now that I have a total loss with a remaining balance of $10,000 CARCO only paid $4100 towards my gap insurance payment. CARGO needs to pay off the remaining balance of my total loss car just like they told me they would upon signing the *** contract...THAT WAS THE PURPOSE OF ME PURCHASING THE INSURANCE.

  Business Response

  Date: 09/17/2024

  Unfortunately, as stated in the definition of "Net Payoff" in the *** contract, *** only covers the remaining balance "according to the original payment schedule" and does not include any past due, missed, or skipped payments.  Over the course of the loan several payments were not made according to the original payment schedule and are not covered by ***.  If you would like more details regarding the amounts not covered, you are welcome to contact our office for a more detailed explanation.

  Customer Answer

  Date: 09/23/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22218822
  
  I am rejecting this response because:
  
  
  Regards,
  
  Mickeiko *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/17/2024

  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.

  Vehicle purchase 4/16/24 Vehicle totaled 6/5/24 I have tried contacting Cargo 6/18/24 and many times as have my finance company. I reached out to dealership as to request full refund. I have completed All requests online, email and Certified mail that CARCo insists still no response or payment refunded. I am requesting an immediate refund from CARCO.

  Business Response

  Date: 08/28/2024

  The policy has already been cancelled with an effective date of 6/5/2024.  The customer needs to reach out to the dealer as they are the party that issues the refund check.  When a policy is cancelled we return our portion of the *** enrollment charge to the dealership that sold the policy and the dealer refunds the full cancellation amount to the customer or lien holder.  The refund does not come from us.

• Initial Complaint

  Date:08/13/2024

  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.

  Purchased GAP policy due to rolling negative equity over into new car purchase. Car was involved in a crash in April/2024. Carco is refusing to pay because I thought my daughter said she was going to try DoorDash out in November 2023. What I didnt know is that she went with a friend to try it. I have no DoorDash account, the car has never been used for such business or any other business, no isnt has been purchased for commercial, no signage has ever been placed on the vehicle for business as the contract states it has to be in order for the contract to be void. Carco wants a letter from ******** stating the car was never used and ******** claims they cannot give me such letter because I DO NOT HAVE AN ACCOUNT! ********************** is simply trying to get out of paying the claim due to me misspeaking about what my daughter did. I explained to them I do not follow my 30year old daughter around to see her every move. The claim needs to be paid and they need to stop wasting time to try to find more excuses to not pay claims.

  Business Response

  Date: 08/16/2024

  The GAP policy specifically excludes any use of the vehicle "for livery or delivery".  When ******************** submitted paperwork with her claim, she indicated that the vehicle was used for Door Dash "for a few weeks".  After the claim was denied, she changed her statement regarding the vehicle's usage.  We have multiple statements from ******************** regarding the use, and each time the details changed.  However, we eventually agreed to proceed with the claim.  It is currently in process, but we have reversed the denial.  ******************** is welcome to follow up with us sometime next week after the claim has been finalized.

• Initial Complaint

  Date:07/31/2024

  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 have an extended auto warranty with Endurance, which is supposed to cover tire replacement, endurance then referred me to carco, after multiple disconnected calls with carco representatives, and extremely long hold times, I was finally able to speak to ******** I believe it was, she instructed me to take the vehicle to get it inspected, i then had it towed to a tire repair shop which I was told works with carco, after towing my vehicle to the tire repair shop ******** talked to the shop and told them she would not be covering anything, I still have no explanation as to why.

  Business Response

  Date: 08/13/2024

  The customer called and reported the claim on 7/31/24. We advised to have the repair facility call us for authorization. ***** from Discount Tire called and reported that the tires are damaged from mechanical issue causing uneven wear.  One of the tires was worn so badly that it blew out.  He advised the tread on the tires was at 2/32 and 3/32.  One tire was at 6/32, however, it had no road hazard damage.  We denied the claim to ***** at Discount Tire and advised to have the customer call us if he had any questions. 
  
  Customer called immediately being rude and argumentative.  ******** said that ***** at Discount Tire did not inspect the tires so he cannot confirm the damage and tread of the tires. ******** claims that his tire popped from a pothole.  We explained the tread exclusion and advised that his tires were reported at 2/32 and 3/32.  ******** argued that his tread was not that low.  ******** wanted his denial sent to him via email.  We agreed to send the customer the denial in an email.  ******** then demanded to speak to our corporate manager.  He was advised he was speaking to the department manager, and they would be the one he would need to speak with for the tire claim.
  
  We emailed the customer the denial and he replied saying he had a second opinion from another shop and asked how to go about filing a new claim.  We advised the new repair facility would need to call us to confirm damage and tread and that we would require photos of damage and tread before we could accept the claim for coverage.  We advised the customer to send photos via email.  ******** said he would be in contact soon to re-file the claim. No photos were ever sent to **, and no shop called us.  The customer then requested a copy of his contract.  He was advised he would have to contact Endurance to request a copy of his contract.  No further communication.

  Customer Answer

  Date: 08/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:07/29/2024

  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.

  I purchased a carco policy in August 2021. I made a claim in October of 2021 for a key fob. The key fob due to Covid supply dates was back ordered to an undetermined date. The dealership had contacted Carco to explain this twice within this period of time. The key fob was replaced in September of 2022. ***** refused reimbursement bc the policy had exp. Knowing that I needed and was waiting for a replacement. Endurance the company I purchased the initial policy from told me to contact them again and that the fob should have been covered. That is why I am writing this today as I asked to speak with a manager and I was hung up on.

  Business Response

  Date: 08/13/2024

  First of all, the dates provided by the customer are incorrect and are off by one year.  The customers contract was effective from 8/5/2022 through 8/5/2023.  The customer filed the key claim with us on 10/11/2022.  We advised the customer to have the dealership call us for authorization and we emailed the customer the documents needed for the key claim.
  
  There was no further communication until 9/14/2023 when the dealer called to get authorization for the key replacement.  The claim was denied since the replacement was being requested after the expiration date of the membership term.
  
  The customer called on 9/19/2023 and we explained the denial.
  
  No further communication regarding this claim until 7/29/2024 when the customer called and argued that claim should have been covered.