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:04/03/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Contract holder name: ****, ***********************, ********** ********************* Contract # *********** Customer ID #********** Sale date: 11-12-2021 Cancel date: 8-29-2022 You were notified: 8-26-2022 Truck is a total loss due an accident. I received and returned your notarized document stating the truck is a total loss. You may check the vin number to verify information. I also provided ******** Insurance information with claim number and agents phone number. Your promotional information dated August 22, 2022, for "********* Elite Benefits - What to Know." Page two, states "Up to $1,000.00 in Total Loss Replacement. I have used ********* web site e-mail to request payment on 11-29-2022, 12-20,2022 and 1-21-2023. I have not received correspondence until last week. Your "Office of Existing Policy Management" sent the following letter with the heading " RE: Lapsed Policy, Contract # ***********" ****, Our records indicate that we have made several attempts to reach you - your immediate response is required regarding your policy. The policy has lapsed, and you are out of coverage. Respectfully request your collections department and payment department have a meeting to resolve these issues. Thanking you in advance. **************

  Business Response

  Date: 04/13/2023

  As the claims administrator, we (Comprehensive Auto Resources Company, **** have no record of a claim for this customer and have not had any direct correspondence with them.  They are welcome to file claim documents which they can send to ************************************ and we can investigate the matter from a claims perspective, but the customer's concerns should be directed to ************************* who sold the contract and apparently sent notice regarding their coverage.  Our office does not send letters to customers such as the one described in the complaint.

  Customer Answer

  Date: 04/28/2023

  [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: ********
  
  
  
  I am rejecting this response because:

  
  
  Hello:  

  
  

  Asking for assistance with determining your office will handle this complaint.   This started around March 23, 2023 and has been ongoing due to my not having chosen the correct office

  to begin with.

  
  

  "Comprehensive Auto Resources Company" responded as "CARco"  in a BBB letter dated 4-14-2023.  This company is "CLAIMS  ADMINISTRATOR"  for *********  extended auto warranty policy.

  
  

  Attached  two files have documents showing policy purchase and cancellation due to the truck having been a total loss due to an accident.  ********* asked for the reason for cancelling the policy and that I complete their form and have it notarized stating the truck was a total loss.  Confirmation of loss can be verified thru my insurance company which was offered or by running vin number.  Weeks went by in between phone calls. 

  
  

  I then sent 3 E-mails requesting the $1000.00 I am eligible for due to the fact the truck was a total loss.  ********* web site did not allow the date of e-mail sent to be displayed on print out.  I included

  date and entered it in each e-mail.  No response to e-mails.

  
  

  Unfortunately "********* Dealer Service" did not send my requests to the policy administrator.  Attached is an ********* document with a math formula showing NO refund is due on monthly payments

  paid.   Not responding to my request for $1000.00 I am eligible for, AS  STATED  IN  THEIR  ADVERTISING, on line. 

  
  

  I am asking the policy administrator to review the documents attached to this file and ask ********* to confirm information is correct.  ********* has not responded to my requests over several

  months.  Policy administrators could request information from ********* to settle this. 

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

• Initial Complaint

  Date:02/27/2023

  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.

  See attachment 

  Customer Answer

  Date: 02/27/2023

  Are van was totaled on Dec 22 2022 I was not at fault I have a police report I was injured three of my air bags deployed and one passenger bag deployed where my adult son sat . The next day we called our insurance **** and ******** are financial we made sure we had cap insurance and we did indeed we called are gap insurance told them we had a accident and the car was most likely totaled they said we had gap so three weeks later we got a letter from ******** saying we owed a payment on our loan because the gap had not payed after calling them we got a email saying there was a problem with the numbers adding up after many phone calls **** found a 27 dollor mistake it was corrected again seval weeks go bye and we get another letter saying we missed two payments so it canceled our gap insurance! Are payments all were made every month the day the car was totaled it was two days late and we would have made the payment on Friday our payday and because two days late they canceled our gap

  Business Response

  Date: 04/25/2023

  The GAP claim was filed with our office on 1/13/2023.  After receiving all the required documents on 1/19/2023, the claim was processed on 1/20/2023.  However, the claim resulted in no GAP payment.  The reason there was no payable GAP amount was due to the fact that the customer missed one of their scheduled payments and GAP does not covered any missed, skipped, or deferred payments.  This includes any deferrals granted by the lienholder.  Per the customer's signed GAP contract, GAP only covers the remaining balance "according to the original payment schedule of the Financing Contract".  It also states:  "this amount does not include ... past due payments/skipped payments as described in the Financing Contract".  This has been communicated to the customer, but they have refused to accept the terms of their GAP contract so we are unable to assist them any further.

• Initial Complaint

  Date:02/11/2023

  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.

  Sometime last year I purchased a vehicle used 2017 ******* ******. I also purchased GAP insurance through Carco GAP. $1,000s of dollars that was attached to my loan/ partially paid in cash for the CarcoGAP. My car was stolen on 12/28/22 and I submitted a claim on 1/6/23 (******) per the new year holiday closings and had to do some digging to find out my GAP. I continued to check the status of the claim and I worked with a woman named ****** who requested documents. Submitted all the proper paperwork and she kept making me do extra things that werent on the checklist. Example get my statement noterized. I did EVERYTHING. Then they tell me I never canceled the service warranty I had done so immediately when they told me. They still denied my claim because the warranty wasnt cancelled. I had to go back to the dealer to confirm. They did and I still received NOTHING! So now I had so much insurance and still walked away with no car and debt! This company should be SHUT DOWN immediately and also *************** that targets financially challenged homes and leave people in worse predicaments than before. Ultimately, there was NO RESOLVE!

  Business Response

  Date: 02/14/2023

  There are several issues and inaccuracies with this complaint.  First of all, the GAP contract was financed for $895.00, not “$1,000s of dollars”.  Second, when processing a claim, we must abide by the terms and conditions of the contract.  Per the GAP contract, one of the required documents is “a legible copy of the police report, which must include confirmation of the Collateral shown on this Addendum.  If a police report is not available, and the cause of loss to Collateral was not due to theft, fire, or vandalism, a signed and notarized brief description of the loss (including confirmation of the Collateral) will be acceptable.”  *** ******'s loss was due to theft, meaning a police report is required.  However, she indicated to us that she could not obtain a copy of the police report so in order to ease the process, we made an exception and accepted a notarized statement from her instead.  The requirement of the police report was made known on the checklist and we did not make her “do extra things”.  Third, we did not deny the claim.  It was processed, but resulted in no GAP payment because there were several scheduled car payments that were not made by *** ******.  Per the GAP contract, GAP provides coverage to the remaining balance “according to the original payment schedule” and does not cover “past due payments/skipped payments as described in the Financing Contract”.  By the time the loss occurred on 12/28/2022, there were 14 scheduled payments due according to the original payment schedule, but *** ****** had only made 11 of them.  Therefore, those 3 payments remain *** ******’s responsibility, not GAP’s.  *** ****** has refused to accept the terms and conditions of her contract and has rejected our multiple explanations to her about this.

• Initial Complaint

  Date:12/14/2022

  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 sent a request on 10/18/2022 for my GAP insurance to be canceled due to a total loss accident on 9/21/22. I did not receive any communication on I followed up on the claim in November. I was told that a check was sent to the dealership where I purchase the car on 10/25/2022. I still haven't received my refund I contacted the dealership they stated that they did not receive the refund. I contacted CARCO about getting the details for the check a and they stated they couldn't give me the information because it has other payments on it. I contacted CARCO again today about my refund and they are telling me I need to contact the dealership to get my refund and I told them that the dealership does not have the refund or they did not receive paperwork for the check and its not applied to my account. I told them that they need to handle this with the dealership since the check was from them to the dealership and I don't have the details to provide to the dealership.

  Business Response

  Date: 12/22/2022

  When it comes to *** refunds, we do not issue them directly to the customer.  When a cancellation request is processed we send our portion of the refund to the dealership and they issue the appropriate amount to the customer or lien holder.  In this case we send our portion of this customer's refund to the dealer, *********************, via check #***** which was issued on 10/25/2022.  The dealer deposited the check and the funds cleared our account on 11/9/2022.  A copy of the deposited check is attached.  Please note that this check includes the refunds for several other customers who purchased *** through this dealership.  If the dealer needs to contact us for assistance with the next steps or clarification regarding the cancellation process they are welcome to call us at ************.  Otherwise, from this point the process is handled by the dealer who sold the GAP  policy.

• Initial Complaint

  Date:11/16/2022

  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.

  Carco has been giving me the run around instead of paying the balance of the car off. They issued a check 10/3 to my finance company and it hasn’t been received and there isn’t a tracking number. Not to mention it took almost one month for the claim to be filed. So we are now approaching 3 months and I’m still paying on a car that is is the grave yard. And now they are “attempting” to send another one via REGULAR STANDARD mail from Cali to Atlanta…:/ like that’s ever going to make it. There should be a tracking number at least. It’s feeling like I’ve been scammed. I’ll gladly remove my complaint if they do their part and just pay what is owed.

  Business Response

  Date: 11/17/2022

  Per the claim notes we received the claim on 8/25/2022 and were in constant contact with the customer via email to inform them what documents were needed to process the claim.  We received the final required document on 9/28/2022, printed the check on 9/30/2022, and it was mailed to the lien holder on Monday, 10/3/2022.  On 10/28/2022 the customer called to inquire about the check, and we informed her that our company policy is to wait 45 days before reissuing a payment.  On 11/14/2022 the customer contacted us to follow up and we confirmed that the check had not been deposited so it was submitted to our Accounting Department to place a stop payment and reissue the claim payment.  The reissued check is being sent via Priority mail on 11/17/2022 and the customer will be provided with the tracking number in a separate email by the employee who processed the claim.