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Business Profile

Auto Service Contract Companies

Protect My Car

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Service Contract Companies.

This business has 1 alert

Complaints

Customer Complaints Summary

  • 449 total complaints in the last 3 years.
  • 18 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/16/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 January 17th 2025 protect my car withdrew their $90 auto payment from my bank account my engine died on the road Jan 19th I called for tow service through PMC the tow service said they were told to not to tow service me past 157k cut off why was the auto deduct was still going my car was now broke down at 177k with paid for and reported mileage & to PMC for PMC paid oil change. At the dealership was told the same 157k limit & no understanding or warnings why auto deduct kept going for 20k miles beyond & 3 years of payments beyond. The dealership was told by *** would be in touch with me (never done no refund) meanwhile I paid to diagnose cost ($270 & $350 for towing fees) of 7k in repairs by ******* ******* in ** to replaced engine repair nothing has happened I am limited in movement because of my heart condition and health problems recorded at & by the VA-**************.

  • Initial Complaint

    Date:06/02/2025

    Type:Service or Repair Issues
    Status:
    Unresolved
    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 protect my car. I am having issues with them. My car is at ******** at **********. For over a month because they have not given them the go ahead to fix my car.

    Customer Answer

    Date: 06/23/2025

    Finally got a hold of them.  Was able to take my car to a different place.  The car is at Cars unlimited.  They know the reputation of protect my car and they said that it will take a couple of months to get the work done. Because they are not going to take all day to be on hold.  

  • Initial Complaint

    Date:05/08/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    June 2024 Engine replacement. They sent out an inspector and he said that the engine needed to be replaced. They denied the claim without a written explanation.Called and requested a letter and they said they would send one Nothing as of today

  • Initial Complaint

    Date:01/21/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 been with pmc for a few years. The only issue I have ever had with them before this was just the hold time. I looked past that because they hace paid a few claims and oil changes for me with minimal issue. My most recent claim is what I'm discussing now. Car was towed on 12/12/2024 due to a blinking check engine. They sent out an inspector on 12/18/2024 who stated that the engine needed ***laced instead of ***aired. As of today after speaking to multiple **** with promises of submitting my claim for approval, and 1 rude *** who keeps hanging up on me because of the bad language I used against him because he tried to argue with me on the phone after my car had already been in the shop for a month, to them just not communicating with me at all. I've called with a blocked number, and it seems the 2 **** that I previously spoke to, ***** and ******** are no longer taking my calls or always on a call or they will return my call which they never do. They don't rrespond to emails either. I always get routed to the guy that I had to curse out and I did it because I was frustrated. I have been. Hung up on 4 times on 1/20/24 alone and the *** flat out refused to get me to a supervisor. The body shop has tried to contact the company but they don't have hours to sit on hold. They don't get responses to their emails either.

  • Initial Complaint

    Date:12/27/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Protect My Car knowingly continued to charge my account even after they were provided with my mileage on August 9, 2024. They only refunded me October and November. Their representative *** intentionally gave me false information about my contact. I was told it was my fault I was overcharged by the Supervisor *****. My fear is that this is happening to more than just me. I know that if this is investigated and will result in multiple people being charged for a contract thats no longer valid.

  • Initial Complaint

    Date:12/12/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 have had this service for several years and they have been great! I have referred several people to them because of the great service I have received over the years. I truly tried to file a claim as always and the phone lines were literally broken! I'd call and no one would answer and I was on the phone on hold for a hour or more with no answer and no return call of course. They will say I used online before why not use it again, I tried and it didn't work either and I still can't to this day. They haven't offered me anything and I have been a loyal paying customer for several years. I was not even advised of arbitration. I called to get a this resolved and they would not speak to me. All I could do is call the number of representative answered I'd asked for someone I could speak to. They said they would put a note in and have someone call me back. No one ever did that tells me they ignored me in the situation of getting my car repaired.

    Business Response

    Date: 01/08/2025

    *** has reviewed the customer's statement, as well as the **************** Our customer purchased an "Ambassador Platinum contract, on 4/20/2022 with a starting mileage of ******* for a 2014 ********** Passat.

    In response to Mrs. ******** statements regarding the difficulty in contacting PMC along with the denial of Mrs. ******** engine repair.

    These statements have been addressed numerous times as Mrs. ******* has a history of filing BBB complaints and also filing identical complaints to the *****************************, which *** has also responded.

    There has been no new information provided to reverse PMCs decision.


  • Initial Complaint

    Date:12/05/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Protect my car..is not responding to my email or reference to claim.

    Business Response

    Date: 12/31/2024

    PMC has received *** ****** reimbursement request. 

    Reimbursements are processed in the order they are received and completion time will vary due to volume. 

    *** ***** stated that PMC had never responded to his e-mail. PMCs reimbursement e mail is set up to automatically send a generic reply to confirm PMC received the customers e mail. *** ****** e-mail address on file ********************************

    Note: While reviewing this BBB complaint, PMC noticed the invoice submitted by *** ***** has the totals cut off on the right side. Please resubmit the complete invoice and contact PMC so we can proceed with the review. This will not delay any reimbursements due to *** *****.


    Customer Answer

    Date: 01/03/2025

    Please be advised that I submitted copy, es requested to PMC

    Business Response

    Date: 01/15/2025

    PMC responded to the original, identical complaint. See below.

    "PMC has received Mr. ****** reimbursement request. 
    Reimbursements are processed in the order they are received and completion time will vary due to volume. 
    Mr. ***** stated that PMC had never responded to his e-mail. PMCs reimbursement e mail is set up to automatically send a generic reply to confirm PMC received the customers e mail. Mr. ****** e-mail address on file ********************************
    Note: While reviewing this BBB complaint, PMC noticed the invoice submitted by Mr. ***** has the totals cut off on the right side. Please resubmit the complete invoice and contact PMC so we can proceed with the review. This will not delay any reimbursements due to Mr. ***************** was a request for a completed invoice. PMC has since received a completed invoice and will process the claim.

    PMC's response asked ******** to contact PMC when the documents were sent, at no time did PMC suggest filing a new complaint with the BBB as there was a solid solution given. 

    PMC would kindly request this second complaint be removed.

  • Initial Complaint

    Date:09/24/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 company should be rated as less than 1 star. They are absolutely horrible. The customer ********************** ***** sound like they are at home and dont care. I have called several times for a claim. I had my shop call and they have not resolved my issue. I ask for a manager to call me the first ***** said they were the only person and no one else was available. I called back and they said they would do a manager call back in 24 - 48 hours. I did not get a call so I called back and ask for another call back. The ***** said they did not see a prior request and that she was not responsible for other *****s actions. This has bee. the worst experience ever. I am still waiting to get an update. Don't not purchase from this company. They are a nightmare. It is not worth it.

  • Initial Complaint

    Date:09/18/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 18, 2024 I had taken my car to the dealership fir service which included an oil change. Protect My Car pay for it every year. On this particular day when I called them (before 4pm) the line kept disconnecting the call never went thru. I called several numbers I had for them and nothing. I paid for everything out of pocket. On line it stated a claim for reimbursement can be done online so i started a claim since i couldn't reach anyone. On Monday I called Protect my car and spoke to ******** he was very apologetic and assured me he was going to put a rush on my reimbursement ($199.00) several weeks have pasted I called them back and talked to ***** she stated she will put a rush on my reimbursement. Waited a couple more weeks (8/30/24) talked to ***** again she stated something was entered wrong, she corrected and my check will go out at the end of the week ( Friday) well here it is Sep 17th 2024 and I have not received anything on top of that I was told by ***** there is a new company that has taken over and she gave me this phone number ************ and she also stated that protect my car will not renew any more contracts from this day on. I just want my reimbursement for my oil change my claim # is ******

    Business Response

    Date: 10/02/2024

    *** has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Driveline policy, on 7/13/2020 with a starting mileage of ******* for a 2011 ************* GLK.

    Mrs. ********* states she tried several numbers and was unable to contact us.

    PMC handles between 400 to 500 calls per day, mostly inbound. PMCs hours of operation are 8:00 AM to 5:00 PM EST. Monday through Friday.

    Reimbursements are processed in the order they are received and completion time will vary due to volume.

    Mrs. ********** reimbursement was processed and a check was mailed on 8/30/2024.

    Lastly, the statement that a new company took over PMC is possibly a misunderstanding. *** temporarily partnered with another company in order to assist with their sales process.

    Customer Answer

    Date: 10/02/2024

     
    Better Business Bureau:

    Protect My Car gave me a refund for the services that were done. 

    Sincerely,

    ****** ****-*********

  • Initial Complaint

    Date:09/03/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 company does not pick up the phone! During the days of 8/29-8/31/24 we have waited hours on the line OR the phone just gets disconnected when trying to resolve a claim. ALL their phone numbers do not work, including roadside assistance and customer **********************. As a result, I will have to pay out of pocket for a confirmed COVERED SERVICE but the car dealer wont release my car to me without resolving with protect my car.

    Business Response

    Date: 09/25/2024

    *** has reviewed the customer's *********, as well as the accounts on file. Our customer purchased contracts for three separate vehicles.

    Mr. ***** states that *** did not answer the phone from 8/29/2024 to 8/31/2024.

    PMC handles between 400 to 500 calls per day, mostly inbound. PMCs hours of operation are 8:00 AM to 5:00 PM EST. Monday through Friday.

     PMC also has an online portal for shops to start a claim without ever having to call PMC. The shop simply starts a claim online and a PMC claims agent will then reach out to the shop shortly after.

    PMCs CRM indicates Mr. ***** contacted PMC on 8/27/2024 @ 2:59 pm, and again on 8/30/2024 @ 10:57 and 11:53 am regarding questions on an alternator. This also addresses Mr.***** ********* that our phone numbers do not work.
    That being said, it is unreasonable to think that a shop and a customer could not contact PMC in this.

    It appears the relationship between PMC and Mr. ***** has always been positive, as a total of 19 mechanical and maintenance claims have been approved and paid on all three vehicles.

    The 1st exclusion in the contract states authorization prior to the repair is required (see below exclusion).

    This CONTRACT provides no benefits or COVERAGE, and WE have no obligation under this CONTRACT, for the following: 1. Any REPAIR or REPLACEMENT of a covered component performed without prior AUTHORIZATION by PROTECT MY CAR to the LICENSED REPAIR FACILITY.

    However, if this repair was indeed an alternator, PMC can consider it an emergency repair and process the claim as a reimbursement,  and send Mr. ***** a check for our portion of the repair.

    Please submit the invoice to: ****************************************

Protect My Car is NOT a BBB Accredited Business.

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