ComplaintsforMPP Co. Inc.

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have been contacting mpp for months requesting a copy of a denial letter I need for a court related issue I’m working. separate from my complaint on MPP. Me and my wife have called over 20 times requesting the denial letter. We left messages for multiple different managers but never once received a call back.

  Business response

  04/02/2024

  March 28, 2024

  Better Business Bureau

  Re: ***** ********

  Complaint ID ********

  Dear Sir/Madam,

  We are in receipt of your letter regarding the above referenced customer and ID.  Since this is a vehicle service contract coverage and not insurance, our normal procedure of communicating any non-participation in a mechanical claim is by verbal to the customer and repair facility.  In reviewing the notes on the claim, we do show where customer had contacted our claims department previously for written response to the denial of the claim.  We do apologize that that was not completed at that time.  Upon receipt of your letter and investigation, we sent the customer a written denial of participating in the current repairs of his vehicle and stating the reasons in accordance with the provisions of the vehicle service contract.

  We apologize for that previous oversight and will take steps to try and prevent that in the future.  We hope our response satisfies the customer and Bureau of their concerns.

  Sincerely,

  ****** ****

  MPP Co., Inc.

  Customer response

  04/02/2024

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  03/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I’m having to replace tire constantly. I’ve had MPP for years and now for about the past 3 years, I’m having problems where they continually won’t hold air pressure. I’ll get my car serviced and they change the tire and barely get off if lot and the AP indicator light comes on to replace another. Please look at the record of how many tires I’m having to replace. I live with my daughter and granddaughters and they never have tire problems, they drive Cadillacs and never once do they have tire problems. We pretty muchly drive in the same areas with exception of my granddaughter who works in Rockwall. Not sure if my tires I’m getting are retreads or what. Just looking for answers why I’m constantly having tire issues. Thank you.

  Business response

  03/28/2024

  March 28, 2024

  Better Business Bureau 

  Re: ***** ***************

  ID: ********

  Dear Sir/Madam,

  We are in receipt of your letter regarding the above referenced customer and ID.  In reviewing our records, we do find that on or about September 8, 2022, *** *************** did purchase a 2023 Nissan.  At the time of vehicle purchase, she did also purchase a vehicle service agreement and also a **** **** service agreement from our company.  *** **** **** service agreement does cover road hazard replacement and/or repairs.  In *** ***************** complaint, she questions the integrity of the tires.  Our records do show that on September 19, 2023 and March 7, 2024, she had experienced road hazard damage to her tires.  One was from a nail and the other from a screw.  We show that on both of those occasions, we paid to replace her tires.

  While it does appear that *** *************** has some unlucky events with road hazards, the good news is that she had purchased a service agreement from our company to pay for those replacement tires.

  We hope our response satisfies *** *************** and the Bureau of their concerns.

  Please let us know if you should have any questions.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

   

• Initial Complaint

  03/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased my vehicle October 2021 and I purchased gap insurance with MPP CO in the midst that my vehicle is involved in an auto accident. In December 2023, my vehicle was involved in an auto accident with a drunk driver. My insurance paid their amount and I contacted MPP Co for my Gap warranty claim on January 10, 2024. MPP requested over 50 documents, all of which was supplied. After 2 months of constant communication efforts, I finally received an email regarding the warranty status which indicated I would only receive the prorated gap warranty funds of $396. **** ******, the claims adjuster cancelled my policy without discussing the claims finding with me. He is rude and created a false narrative and deducted a $2265 amount blaming the insurance company. This amount should have been used to payoff the remaining balance of my vehicle. There is not a $2265 adjustment on any of my documents such as the vehicle valuation, that he claims. They gave me the run around since day 1 and didn't want to pay the policy. This company is a scam and after reading the reviews and complaints, I'm not the only person they have done this to.

  Business response

  03/28/2024

  Tell uMarch 28, 2024
  
  Consumer Relations
  Better Business Bureau
  Re: Shatara Houston
  ID 21450972
  
  Dear Sir or Madam,
  We are in receipt of your letter regarding the above referenced customer and ID. We do show that on or about October 16, 2021, *** ******* did purchase a 2021 Acura. At the time of vehicle purchase and installment sales, she also opted to purchase a GAP Debt Waiver Addendum in conjunction with that installment sales. The GAP Debt Waiver, subject to specific terms and conditions, agrees to waive or cancel a portion of the debt equal to the difference between the Actual Cash Value and Net Outstanding Balance, both defined in the ********* in the event of a Constructive Total Loss. On or about January 3, 2024, *** ******* contacted our office and advised the vehicle was totaled. We advised her of the documentation she would need to remit and sent an email stating the same. After going back and forth retrieving the required documentation, it was noted that *** *******’s auto insurance company deducted $2,265.00 (-$2,323.00 plus $58) for condition adjustments.  This is evident on the valuation report from *** ********* auto insurance company.  Unfortunately, the *** **** ****** ******** does not include amounts deducted for condition adjustments so that was added back into the settlement amount that was paid.  Additionally, it was noted that there were unpaid monthly payments totaling $1,946.94 which were deducted.  After calculating the net GAP Debt Waiver Addendum benefit to waive, the result was $244.63.  We also calculated what the cancellation refund would be if no benefit was waived and that amount was $396.16. Since the actual amount to be waived was less than the unused portion of the *** **** ****** ********* we issued the refund instead since it was the larger amount.
  
  While we sympathize with *** *******’s situation and that there continues to be a remaining balance, however, it is a result of her auto insurance carrier deducting the condition adjustments and any unpaid past due amounts.
  
  We hope our response satisfies your and *** *******’s concerns. Please let us know if you should have any questions.
  Sincerely,
  ****** ****
  MPP Co., Inc.

  Customer response

  04/01/2024

   
  Complaint: ********
  
  I am rejecting this response because based on the communication with my insurance company, Travelers,  there was not a deduction made on behalf on my vehicle and if there was, the gap insurance was supposed to cover any difference the insurance company did not pay.  

  My lawyer agreed with Travelers,   that under the terms of gap insurance that MPP should have paid the remaining amount.  

  MPP did not uphold the terms that the coverage was advertised and sold. 

  I think that I'm being discriminated against. 

  Sincerely,
  
  ******* *******

  Business response

  04/11/2024

  April 11, 2024
  Dear Sir or Madam,
  We are in receipt of your letter regarding the above referenced customer and ID and her rejection of our original response.  As previously noted, the *** **** ******* subject to specific terms and conditions, agrees to waive or cancel a portion of the debt equal to the difference between the Actual Cash Value and Net Outstanding Balance, both defined in the ********, in the event of a Constructive Total Loss.
  Also as previously noted, the Actual Value does not include any amounts subtracted for condition adjustments, and Net Outstanding Balance does not include unpaid installment payments.  *** ********* auto insurance company deducted $2,265.00 (-$2,323.00 plus $58) for condition adjustments. This is evident on page 12 of the valuation report Ms. Houston included with her complaint.  They clearly deduct $2,323.00 from each comparable vehicle for condition adjustments.  The Base Vehicle Value is comprised from the average of all of the comparable vehicles, after the deduction of the condition adjustments.  Additionally, it was noted that there were unpaid monthly payments totaling $1,946.94 which were deducted.
  After calculating the net *** **** ****** ******** benefit to waive, the result was $244.63. We also calculated what the cancellation refund would be if no benefit was waived and that amount was $396.16. Since the actual amount to be waived was less than the unused portion of the GAP Debt Waiver Addendum, we issued the refund instead since it was the larger amount.
  While we sympathize with Ms. Houston’s situation and that there continues to be a remaining balance, however, it is a result of her auto insurance carrier deducting the condition adjustments and any unpaid past due amounts.
  Sincerely,
  ****** ****
  MPP Co., Inc.

  Customer response

  04/15/2024

  Thats interesting because every company that sells *** Insurance  on behalf of your company informs their customers that when they sign up for gap insurance that the remaining balance of your vehicle that the insurance doesn't cover.
  

  How convenient is it that now one of your customers actually requires your company to pay,  that now it's 'a portion of the claim'. 

  It's really interesting that your take $500 to $2000 from each client for *** *nsurance coverage, and never reimburse them the unused funds, but when it's time to pay a client claim, you request documents that a majority of the people can't provide.  

  Your company is a scam!  Thank you for that information.  I plan to make it my mission to make sure EVERY social media website and news outlets knows about e,  specifically your company. 

  The attached brochure from your company website seems to state otherwise.  

   

  Business response

  04/16/2024

  Dear *** ********

  Again we regret that you are not satisfied with our response.  We noticed in your last response you conveniently left out the part of the brochure where it discloses that GAP coverage may not pay all of the balance due to such items as past due payments which you had.  We are attaching the portion that you omitted.  Additionally, had your auto insurance company not deducted the condition adjustments it did and all payments were current at the time of loss, you would not have any remaining balance once your auto insurance carrier paid.  We refunded the unused portion of the amount you paid for GAP because it was more than the calculated GAP benefit would have been. While it is certainly your right to voice your opinions over social media, it is our right to respond and defend ourselves to any such reviews with the facts.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

• Initial Complaint

  02/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On February 26, 2023 we purchased a 2017 ****** ***** with a custom lift package and several modifications. At the time we were unaware of exactly how many modifications had been done to the truck. We were offered a warranty by the dealership through MPP. We filed a claim for a fan clutch and were told it was not covered. Then on January 24, 2024 we filed a claim for a fuel pump and we were then informed that there were numerous modifications to the truck and that nothing would be covered by the warranty and we should have never been sold the warranty. On February 9, 2024 I called the dealership we purchased the vehicle from and explained the situation and they stated to take it to a Nissan dealership and have them file the claim and it should be covered. It again was denied. On February 26, 2023 I was offered money from the dealership to help offset the difference when cancelling the warranty after they had spoken with MPP. On February 27, 2024 I spoke with **** and asked for something in writing stating why the claims were denied and what the adjusters had notated. He read off some of the notes and then said it was "above his pay grade" and said his supervisor was available and would transfer me. I was then transferred to a VOICEMAIL for ***** who has not returned my call. I wanted a complete refund for a policy that should have never been sold to me and all I have gotten is the run around and complete excuses.

  Business response

  03/12/2024

  Better Business Bureau

  Re: ***** ******

         ID ********

  Dear Sir/Madam,

  we are in receipt of your letter regarding the above referenced customer and ID.  Our apologies for any delay in responding, we wanted to make sure our investigation was thorough.  In our records, we do find that on or about February 16, 2023, ****** ************** ****** did purchase a 2017 Nissan.  At the time of vehicle sale, they also purchased a vehicle service agreement from our company.  On or about January 24, 2024, the vehicle was taken in to a repair facility with the complaint of reduced engine power and other engine problems.  We sent an inspector and did discover that the vehicle was modified with an engine tune program boosting the horse power.  Unfortunately, the vehicle service agreement does not cover any damage "IF YOUR VEHICLE HAS BEEN ALTERED OR MODIFIED (EXCEPT FOR ALTERATIONS OR MODIFICATIONS RECOMMENDED BY THE
  MANUFACTURER), INCLUDING BUT NOT LIMITED TO, MODIFICATIONS TO PERMIT TRAILERING, TOWING OR SNOWPLOWING; LIFT KITS; OR HIGH-PERFORMANCE ENGINE MODIFICATIONS".  Upon that discovery, we denied the claim for repair to the customer and repair facility.  In our investigation, we contacted the selling dealer who advised that to their knowledge, the vehicle was not modified when they sold the vehicle to the Debords.  However, to satisfy the customer, they agreed to refund the purchase price of the vehicle service agreement to the customer which would go to the lienholder of record since they still have financial interest in the vehicle.  The refund amount will be the amount paid, less any claims paid for the inspection fee.

  We hope our response satisfies the customer and the Bureau.  Please let us know if you should have any questions.

  Sincerely,

  Gerald Lamb

  MPP Co., Inc.

   

   

   

   

  Customer response

  03/20/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  I have not recvd any kind of refund from anyone to date and I have stopped receiving any kind of communication from both the dealership and MPP. This is false information provided by the business. 
  
  Sincerely,
  
  ***** ******

  Business response

  03/25/2024

  We are in receipt of your letter and regret that *** ****** has rejected our response.  We contacted the selling dealer and unfortunately, they thought that our company was refunding to her lienholder so they stopped payment on their check to the lienholder.  The dealership has since contacted customer and arranged a meeting with *** ****** to settle the matter to her satisfaction.

  We hope our response satisfies both the Bureau and *** *******

  Please let us know if you should have any questions.

  Sincerely 

  ****** ****

  MPP Co., Inc.

   

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  If you enjoy wasting money on a protection plan from a company with abysmal customer service and communication, fraudulent and non-transparent business practices, who is out to scam you, MPP is for you. We bought a used **** ****** ******** *rom an authorized ****** dealer in June 2020 with the *** ******** ***** plan. In 4 years of owning the vehicle, we have put only 20,000 miles on it. A MONTH AGO, because the customer service representative *****, at ext. *** has been so inattentive, aloof, and ineffective, the car flashed the change oil light and check engine light at the same time and broke down immediately. We were given the run around of where to take the vehicle, since it was bought from ******* and had to transfer to ******, because "they are the experts" as MPP stated. However, they haven't listened to any of their 'expertise' instead making up what they call 'facts' to fabricate a fraudulent scam of a narrative. They asked us to provide service receipts and records, which we did for the past year, two of which we did on our own, which MPP didn't accept because they're elitist, and the most recent one from ****** **** *** ****. We were told that this wasn't enough, because the oil was empty, which if we're going by common sense, means something is WRONG. After all, oil doesn't just disappear. Instead, they sent some 'inspector,' no idea of his qualifications, to test the oil, and now trying to pin a $12,000 repair on us and refuse to support their product. Throughout this process, there has been very poor communication, incompetency as we were not provided a case number, and no support whatsoever. ***** kept telling us that they wouldn't cover it, and low and behold, they didn't because they wouldn't look at factual data. We have taken care of this car and instead of listening to the 'experts' at ****** that MPP claimed were necessary they fabricated their own narrative to avoid paying. BEWARE save your money, and avoid this company AT ALL COSTS.

  Customer response

  02/26/2024

  Update 1: 

  When we initially found out they would not cover it, we authorized ****** to tear down the engine to do the full diagnosis on the vehicle, which MPP should have covered but didn't because they're are trying to say we caused this through lack of maintenance, which is not possible because the most recent oil change was done by a professional service, who didn't note any oil leaks or anything out of the ordinary. Upon this teardown, which again MPP wouldn't cover because of the 'conclusive' oil test they ran, without our consent, the 'expert' Subaru technicians found golden unworn oil in the engine itself and found a thrown rod. We filed an appeal due to this new information as the last oil change happened at the end of November after Thanksgiving and there was no way with how little this vehicle travels that all of the oil could be gone. MPP would not even compare the mileage from the last service to where it is at now and take that into consideration, as again, oil should not just disappear that quickly and common sense would indicate that there is a larger problem. Not for MPP, the appeal we sent over was immediately denied, minutes after it was sent. The appeal was supposed to be sent up to a 'supervisor' but it really looks like ***** just decided that he didn't want to deal with it and doesn't care to help paying customers, and gave no explanation whatsoever as to why the appeal was denied even though there was evidence of fresh oil. 

  Update 2: 

  As of today 2/26/23, I have called 3 business days in a row and left a message for *****, stating that I expected a call back as I would like to discuss the findings with him and a supervisor about the lack of transparency and have received no response. I will continue to try to contact them as this is not right, but this will be the 4th call that ***** has not returned, as I called him earlier in the process but never received a call back then either, he only responds to my partner, who is male, though my name is the primary name on this account and he is a cosigner. 

  Business response

  03/13/2024

  March 13, 2024
  
  Better Business Bureau
  
  RE:         **** *****               ** ********
  
  Dear Sir/Madam,
  We are in receipt of your notice regarding the above referenced customer and ID.  In reviewing our records, we do find that Ms. Jones purchased a 2014 Subaru with 36,934 miles on May 12, 2020.  On January 31, 2024, Ms. Jones contacted our office and advised that the vehicle died while driving, wouldn’t re-start so had it towed to their home.  We provided a number for towing and advised to have the vehicle towed to the nearest Subaru dealer and have them contact our claims department.  On February 6, 2024, we were contacted by a Subaru dealership advising that the vehicle was in their repair facility with a complaint of low power and a knocking noise.  They advised that the engine oil level when it came in was low, barely reaching the tip of the oil dip stick.  We advised that we would need the customer to authorize further tear down to verify cause and extent of the failure but in the meanwhile, we would send an inspector to verify the current condition.  We advised the repair facility to obtain service records from the customer and have them ready to be reviewed.  We also talked to the customer on that date and they advised that they do their own maintenance and do not have any records.  On February 8, 2024, the inspector arrived at the repair facility and verified the vehicle and current odometer reading of 63,784.  He also noted that there were no service stickers visible and the vehicle still had the temporary license/purchase tag on the vehicle from when the customer purchased the vehicle on May 12. 2020.  The inspector found the oil in the vehicle to be very sludge-like and barely registering on the dip stick but there were no visible oil leaks where the oil could have leaked out.  He verified the customer’s complaints of the engine’s lower power and knocking noise.  He took a sample of the oil that remained in the engine for analysis.  His finding was the vehicle had every appearance of being improperly maintained and the repair facility agreed with his analysis.  We advised the repair facility and the customer that we would need the engine torn down to a level where it can be determined what caused the failure and would also need to review customer’s service records as required to maintain the vehicle in accordance with their vehicle service agreement.  On February 13, 2024, we received the analysis, from a laboratory that specializes in oil analysis, of the oil sample taken during the inspection and found the Total Base Number and Total Acid Number to indicate the oil was well past its life cycle.  Meaning, it has been in the engine for a long time.  On that day, we contacted the repair facility and customer to advise that the appearance of the vehicle, no evidence of any maintenance, and oil sample analysis shows the vehicle was not properly maintained and without proof of maintenance to dispute the appearance and oil analysis, and engine tear down to see the failed internal engine parts, we had no choice but to deny the claim as it stood.  We advised if the vehicle was ever in a condition of tear down and the customer could produce maintenance records, we would gladly re-inspect the vehicle.
  
  On February 28, 2024, *** ***** contacted our office disputing the inspection report and oil analysis.  Its hard to dispute chemical facts on the condition of the oil, especially without any proof to show the vehicle was maintained.  She advised that the engine was now tore down and the repair facility says the engine failure is not due to lack of maintenance.  We advised we would send an inspector again to inspect the current condition of the engine.  On March 4, 2024, the vehicle was re-inspected.  The inspector found the engine out of the vehicle and the repair facility had power washed it.  The rods and pistons were out of the engine block and there was scoring on the sides of the pistons and cylinder walls.  The inspector said you could barely turn the crank by hand from no lubrication.  The technician from the repair facility verified that barely any oil in the engine when it arrived, and it was black from sludge on the inside of the engine when they tore it apart.  The repair facility agreed that the vehicle was not maintained properly.  After reviewing both inspections, oil analysis, discussions with the repair facility and lack of documentation of any maintenance, we advised both the repair facility and *** ***** that our decision to deny the claim still stands.  *** ***** advised she would send in service records, however, we have yet to see any documentation.  Even if she did produce some sort of handwritten log, it would be hard to dispute physical and chemical facts that the vehicle was not maintained in accordance with the manufacturer’s recommendations.
  
  In the complaint, *** ***** states that our representative was aloof and inattentive.  While we found no evidence of this, we took the opportunity to remind all of our adjusters about customer service.  We hope that our response satisfies the Bureau.  While we sympathize with *** ***** in this situation, the vehicle service agreement requires customers to maintain the vehicle in accordance with the manufacturer’s suggested services and to maintain service records for proof.  We found no evidence that the vehicle was maintained in the 45 months and 26,850 miles whiled owned by *** ******  Please let us know if you should have any questions.
  
  Sincerely,
  ****** ****
  MPP Co., Inc.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  i have called and emailed on several occasions with no response . i cancelled the plan and am seeking full reimbursement. when i spoke to the representative they stated they had my email its been a little over 3 weeks . mpp doesn’t respond to any emails not can they confirm refund? i need some type of proof this is cancelled and its been fully refunded as bank doesn’t show receiving it

  Business response

  01/16/2024

  January 16, 2024.

  Better Business Bureau

  Re: ***** ****** ** ********

  Dear Sir/Madam,

  we are in receipt of your letter regarding the above captioned customer and ID.  In reviewing our records, we do show that we received an email from *** ***** on December 21, 2023.  However, with the holidays, our processing was a little slower during that time period.  We do process about 10,000 cancellations a month and want to ensure that we process those as quickly as we can.  We processed *** ******* cancellation for a full refund and forwarded it to her lienholder of record on January 11, 2024.  We contacted *** ***** to apologize for any delays and advised her that it was on its way.

  We hope our response satisfies *** ***** and the Bureau's concerns.  Please let us know if you should have any questions.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

  Business response

  01/29/2024

  January 29, 2024

  Better Business Bureau 

  Re: ***** *****

  ** ********

  Dear Sir/Madam, we are in receipt of your letter and do regret that *** ***** has rejected our initial response.  As noted in our response, we issued a check for *** ******* refund on January 11, 2024.  Unfortunately. we can not control the mail delivery process nor how a bank processes the checks they receive, and there was another bank/government holiday right after that date.  However, the check has now cleared our bank and the funds should be applied to *** ******* lienholder in whatever manner is their process.  *** ***** should contact her lienholder to verify how that was applied.  We hope our response satisfies everyone's concerns.

  Sincerely,

  ****** ****

  MPP Co., Inc.

  Customer response

  01/30/2024

  
  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. Check finally posted after a month
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  12/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My name is ****** *********, and I am a customer who purchased an MPP coverage alongside my 2020 Toyota Corolla. I am reaching out to bring a concerning situation that your attention in the hope of preventing other customers from facing a similar predicament, like the situation I am currently facing based on a clerical error on behalf of one of your representatives.??On Thursday, November 30, my vehicle experienced issues, I have the vehicle transported to my home, to allow me time to make an informed decision and avoid any unexpected cost. As I purchased coverage through MPP at the time I purchased my vehicle, I contact MPP on Friday, December 1, seeking guidance on the covered services to asses all risks before moving forward with repair for my vehicle. When I contacted MPP on December 1 I explained to the representative the potential water pump issue and I asked the representative all the questions I felt were necessary to view all potential risks factors, in the hopes I would not inquire any hidden cost, I was not prepared to make. During this recorded conversation, I was wholeheartedly guaranteed by the representative. Yes, it would be covered, and he assured me I didn’t have anything to worry about as MPP would cover the water pump if that was indeed the problem. I ensured to ask the questions I felt were necessary, such as a deductible that I had to pay . The representative assured me that if I took my vehicle to ***** ****** ** *********, where I purchased the vehicle my deductible would be waived if it was indeed a covered service, which the water pump is. He did also explain that when the vehicle arrived at the dealership, there would be a diagnostics, but again he explained that as the water pump is a covered service, MPP would cover the cost of my diagnostics. I made this phone call to MPP before having my vehicles transported, because I wanted to assess the risk before taking it to the dealership and being caught with surprise cost. The representative at MPP also took the time to assure me as my vehicle would have to be towed, I had nothing to worry about as MPP would cover the cost of towing and MPP would reimburse me up to $100 to have the vehicle transported. After speaking on the phone with a representative, I felt that I could trust your company. The representative implied I had nothing to worry about, and that everything would be covered. I later discovered that all of the assurances the representative made to me, were actually not true. It wasn’t until I had my vehicle taken to the dealership based on guidance of your representative, that I was made aware that my vehicle is no longer under warranty due to surpassing 36,000 miles.??At this point, MPP is attempting to wash their hands from all the wrongdoing. The miscommunication and lack of review of information has resulted in significant financial strain. This is the scenario I wanted to avoid, which is why I contact MPP before making any decision on how to move forward with my vehicle repairs. While a manager has offered reimbursement for the towing fee, I find this inadequate in comparison to the substantial costs incurred based on the misinformation provided by your company. The Manager, confirmed to me that the representative did not indeed provide me sufficient information during my initial conversation also the manager explained the mileage and the warranty is something that should have been discussed, in my initial phone call. Which it was not. The Manager also discussed with me how I should have never been advised to call the roadside assistance and I should not have paid out-of-pocket for the initial tow of my vehicle, and the representative advised me incorrectly on how to get the vehicle towed during my initial phone conversation. MPP has admitted the this was not handled correctly and as a courtesy, the manager is offering to reimburse me for the fee that I incurred of the tow of my vehicle as “goodwill”; However, I do not feel that that is sufficient based on the misinformation and lack of accurate guidance that I was provided by your company and the fees I have incurred because of your representative.??I strongly urge MPP to conduct comprehensive training for representatives, emphasizing the importance of confirming warranty coverage before guiding customers towards costly decisions. It is my sincere hope that by addressing this issue, no other customer will find themselves in a similar distressing situation. ??Thank you for your prompt attention to this matter ****** *********

  Business response

  12/23/2023

  December 22, 2023

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

   

   

  Dear Sir/Madam

  We are in receipt of your letter regarding the above reference customer and ID.  in reviewing our records, we do show that on or about May 7, 2022, *** ********* purchased a 2020 Toyota.  At the time of purchase she also purchased a vehicle service agreement from our company for the term of 36 months or 36000 miles, whichever occurred first.  On or about December 5, 2023, *** ********* contacted our claims office and advised that her vehicle had stopped.  She said that she thought it was either water pump or a tension belt.  Our representative advised that a water pump was  covered component under her vehicle service agreement, however the tension belt would not be.  We also advised that she had a tow allowance since the vehicle needed to be towed and that if she was to return to the selling dealership, the deductible on a covered repair would be waived, otherwise it would be $100 deductible.  We received a telephone call from Texas Toyota advising the vehicle was in their repair facility with a bad waterpump.  They advised us that her odometer currently read 91,057 miles.  As noted above, *** ********* purchased a plan term for 36,000 miles over the odometer reading at the time of sale.  The odometer reading at the time of sale was 47288, so the plan term would expire at 83288 miles.  Unfortunately, the plan term had expired by mileage and we could not assist so the claim was denied.

  In *** *********** complaint, she said that we assured her that the repair would be covered. What our adjuster said is that the waterpump is a covered repair.  However, he did not imagine that the customer would drive over 43,000 miles in 18 months and be out of coverage.  While we were not able to cover the waterpump for *** ********* as the plan was expired, we did agree to reimburse her for her towing expense as a gesture of good will.

   

  We hope our response satisfies the customer's and Bureau's concerns.  Please let us know if you should have any questions.

  Sincerely

  ****** ****

  MPP Co., Inc.

   

  Customer response

  12/23/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  It is deeply concerning to note that the guidance provided by your representatives seemed to be based on “imagination” rather than accurate and detailed information. 
  As a customer that was asking for clarity on the coverage and guidance on potential repairs PRIOR to making any decisions on how to move forward with my repairs, I expected reliable and fact-based information when I called your company prior to making my decision.
  Emphasizing that the adjuster I spoke to “did not imagine that the customer would drive over 43,000 miles in 18 months and be out of coverage”, shows the concern I am attempting to have addressed. The adjuster had the warranty information on his computer when he looked up my vehicle using the vin, he should’ve provided fact-based information, not imaginative.
  
  Furthermore, the difficulty in reaching anyone from your company for clarification compounds the issue. Despite my daily attempts to contact MPP, I have received no response from management which creates the impression that my concerns are being disregarded. This lack of communication is concerning and reflects poorly on the professionalism of your company.
  
  I have been informed by your representatives who answer my calls but are unable to assist in this matter, that notes were left on management's desk, yet I have not received a single callback. One representative even mentioned he printed out my claim, wrote my phone number on it and also left it on management’s desk- still with no response to me. This absence of follow-up and resolution raises questions about the leadership and management within your organization.
  
  Representatives answering my calls have expressed challenges your company if facing with staffing shortages, (this is not a good impression as a consumer) it is crucial that your company addresses these issues promptly. Adequate staffing levels and comprehensive training for all your employees are essential to ensuring that customers receive accurate, fact based information and timely assistance.
  
  I urge you to investigate this matter thoroughly, consumers calling to seek guidance from subject matter experts, need to be provided the necessary clarification regarding warranty (if a vehicle is out of warranty, that information must be provided from the start, as that would be the end of a conversation), and take steps to improve leadership within your company as training is clearly needed so that leadership feels more comfortable handling customer concerns at this level. I would like to note, the only way I have received any communication back from MPP is by contacting the Better Business Bureau - consumers should not have to escalate it to this level, to have concerns addressed.
  A resolution to this situation is not only crucial for my satisfaction as a customer but also reflects on the reputation of your company.
  
  I appreciate your prompt attention to this matter and look forward to a swift resolution.
  Sincerely,
  
  ****** *********

  Business response

  01/05/2024

  January 5, 2024

  Better Business Bureau 

  Re: ****** *********

  ID: ********

  Dear Sir/Madam,

  We are in receipt of your letter regarding *** *********** rejection of our response to her complaint.  In reviewing *** *********** response, we do admit that our representative did not inquire about the current odometer reading in order to determine whether or not the vehicle service agreement term was still in force.  That is an educational matter we will address.  However, that does not take away from the fact that the coverage was expired.  As far as repair facilities, *** ********* is the one that suggested that she take it back to the selling dealership for repairs.  We advised that she could take it to the repair facility of her choice, however, if she did return to the selling dealership, the $100 deductible would be waived for covered repairs.  After reviewing the matter and *** *********** response, we contacted the repair facility and authorized payment for the water pump.  We contacted the customer and advised her of our actions.  We would like to apologize to *** ********* for not being clearer regarding the odometer and any misunderstanding.

  Please let us know if you should have any questions.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

   

   

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Took my 2017 Infiniti QX60 to ****** ******** in Grapevine, Tx. On November 18, 2023 for a problem with my camera sensors all of suddenly just going off randomly driving down the street. They started doing this around November 14th. Also had noticed a randomly popping noise when making a tight right turn. The dealership determined around about the November 24th that the sensors were bad and the popping noise was the strut assembly. Both items are covered by warranty but on calling MPP they were told MPP needed to have an inspector come out and inspect. He came out on the 28th and on the 29th both claims were denied. The camera sensors were denied because of supposedly overspray and this vehicle has never been in a front end collision of any kind and the sensors were working correctly up until November 14th. The popping sound from the strut assembly was denied because he couldn’t duplicate the problem after both I and the dealership heard the noise clearly. I am requesting a different inspector be sent out immediately because according to my dealership this particular inspector has gotten it wrong a few times on different issues before. I would like my claim covered per my contract. Contract # ********

  Business response

  12/07/2023

  December 7, 2023
  
  Better Business Bureau
  
  Re:         ****** ***
                ID ********
  
  Dear Sir or Madame,
  We are in receipt of your letter regarding the above referenced customer and ID.  On or around November 24, 2024, we received a call from ****** ******** advising that *** ***** vehicle was in their service facility with the complaint of collision sensor inoperative and noise in front when turning.  They advised that both front sonar sensors were faulty and both front struts were making noise.  We assigned an independent inspector to verify the cause and extent of the reported failure.  Upon inspection of the vehicle, the inspector noted that the sensors were operable but erratic.  It appeared the front end may have been in a previous collision and the sensors were missing gromets and had paint overspray.  He inspected the struts and found no noise or failure.  The repairs were denied as non-covered repairs.  On December 1, 2023, Mr. Roe contacted our office and provided pictures dated from 2021 where the sensors were identical as noted by the inspector however, they were operating correctly then.  Our claims department authorized the repairs to the sensors and as goodwill authorized the claim for the struts as well.
  
  We hope our response satisfies the Bureau and Customer of any concerns.  Please let us know if you should have any questions.
  
  Sincerely,
  ****** ****
  MPP Co., Inc.

  Customer response

  12/07/2023

  
  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.
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid over $4000 for an extended warranty on my truck. I filed a claim to have the phaser replaced because on multiple occasions my truck has lost power when I tried to accelerate. I came to find out that the significant noise that happens when the truck is cranked is the same issue related to the truck losing power while driving. The extended warranty company denied coverage because they said that the noise goes away within a few seconds and that the oil change was delinquent according to the sticker. My truck gets full synthetic oil change every oil change which extends the life of the oil beyond the 3-5k miles noted on the sticker placed on the truck by most vendors. I scheduled an oil change within a day or so of the truck notifying me that the 'oil needed to be replaced soon.' Not to mention I have 2 cars, and I dive my other vehicle much more often than this truck. They were seeking any reason to deny coverage. It's a known issue for this model truck and it is a safety hazard to drive. I either want all of my money back for the policy or I want them to honor the claim. I have taken exceptional care of this vehicle and there is a significant mechanical issue that should be covered.

  Business response

  11/20/2023

  November 20, 2023
  Better Business Bureau
  
  Re:         **** *******
                ** ********
  
  Dear Sir/Madame,
  We received your letter regarding the above referenced customer and ID.  In reviewing our records, we do show that on or about November 7, 2023, we received a call from David McDavid Ford advising that *** ********* vehicle was in their repair facility with a complaint of rattle on cold start-up.  They advised there are no codes set, no check engine light, run-ability problem and goes away in a few seconds.  We advised that there does not appear to be a failure, just normal for an engine with 91,000 miles.  *** ******* contacted our office and voiced her displeasure in our decision and we advised we would send an inspector to verify.  The inspector reported that the engine does have a rattle that lasts about 2 seconds upon cold start but goes away.  He verified that there are no failure codes set, no check engine light set or any other engine problems seen or heard.  The repair facility agreed it was just the initial rattle on start up and no other problems and signed off on the matter.
  In the complaint, *** ******* claims the rattle noise is a known issue with her model of vehicle.  While the manufacturer has recognized that some customers complain of the cam phaser rattle on cold start ups and have provided some suggested solutions, they do not see the problem as more than a nuisance or otherwise they would have provided a recall to correct it.
  While we do sympathize with *** ********* situation, we do not see where her complaint is a failure under the vehicle service agreement.  Please let us know if you should have any further questions.
  
  Sincerely,
  ****** ****
  MPP Co., Inc.
  

  Business response

  12/06/2023

  December 6, 2023
  Better Business Bureau
  
  Re: **** *******
  ID ********
  Dear Sir/Madame,
  We received your letter regarding the above referenced customer and ID.  We regret that Ms. Johnson has rejected our previous response.  The claim was denied as there was no covered failure proven.  While there is a rattle noise upon start up, it goes away after a short period of time.  There were no failure codes detected or check engine light on as would be the case with an engine failure.  In the complaint, *** ******* notes that this is a common occurrence on her model of Ford trucks.  There may be numerous customers that complain about the noise on start up and goes away but the manufacturer doesn’t recognize it as a mechanical failure or they would recall the model to correct the problem.  It’s a known noise for vehicles that have high mileage.  Regarding denying the claim due to failure to maintain the vehicle as recommended by the manufacturer, this was mentioned but was not the deciding factor in the denial.  Had there been a valid claim regarding an engine failure, we would have required the customer to prove it was maintained as per the factory recommendation.  The vehicle is equipped with an oil life indicator which indicates when the oil should be changed but should be changed every 5,000 miles or every 6 months.
  Regarding *** ********* demand to either repair her vehicle or completely refund the amount paid for the coverage.  Unfortunately, there is not a covered failure to repair and she has utilized 83% of the mileage limitation on her service agreement in order to refund the total amount paid.
  Again, while we sympathize with *** *******, we do not have a covered under the service agreement at this time.
  Sincerely,
  ****** ****
  MPP Co., Inc.

  Customer response

  12/07/2023

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

  MPP has done everything to not honor the contract that they received $4550.00 for. As you can see through their bogus justifications and explanations their position from the beginning was to deny service.  I am good with that, simply return the entire $4550 that was paid to you to provide this sort of coverage.  I will also be filing a claim and utilizing this documentation to show that they engage in deceptive business practices, and that MPP steals people's hard earned money as often as they find a person who will not fight them back.  I would like to settle this immediately.  I want the money that was paid for this contract to be returned and for the contract to be voided!  
  
  Sincerely,
  
  **** *******

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased gap insurance for a vehicle I financed. When the car was totaled, I filed a claim with MPP for the difference that the car insurance didn't cover. The total owed to the finance company is $1541.82. A person from MPP named ******** **** told my finance company, ***** ********* ********, that the amount was too high and that they were not going to pay but rather give a gap refund in the amount of $362.65. I was provided a number to call for Rosemary but every time I called, no one would answer. It would tell me to leave a message and no one ever retuned my calls. I emailed Kerry Freed from MPP and this person told me they don't cover certain costs. None of the costs listed to me were related to my situation. This feels like fraud since I paid for a service that was not provided. Please help. The claim number with *** ** *****. Thank you.

  Business response

  09/19/2023

  September 20, 2023
  Consumer Relations
  Better Business Bureau
  Re: ***** ******
  ID ********
  Dear Sir or Madam,
  We are in receipt of your letter regarding the above referenced customer and ID. We do show that on or about July 5, 2021, *** ****** did purchase a 2013 Toyota Camry. At the time of vehicle purchase and installment sales, she also opted to purchase a GAP Debt Waiver Addendum in conjunction with that installment sales. The GAP Debt Waiver, subject to specific terms and conditions, agrees to waive or cancel a portion of the debt equal to the difference between the Actual Cash Value and Net Outstanding Balance, both defined in the Addendum, in the event of a Constructive Total Loss. On or about April 21, 2023, the lienholder contacted our office and advised the vehicle was totaled. We advised them of the documentation they would need to remit and sent an email stating the same. After going back and forth retrieving the required documentation, it was noted that *** ******’s auto insurance company deducted $1,507.00 for condition adjustments. Unfortunately, the GAP Debt Waiver Addendum does not include amounts deducted for condition adjustments so that was added back into the settlement amount that was paid. Additionally, it was noted that there was one unpaid monthly payment in the amount of $176.66.  After calculating the net GAP Debt Waiver Addendum benefit to waive, the result was $292.74. We also calculated what the cancellation refund would be if no benefit was waived and that amount was $362.65.  Since the actual amount to be waived was less than the unused portion of the GAP Debt Waiver Addendum, we issued the refund instead since it was the larger amount.
  While we sympathize with *** ******’s situation and that there continues to be a remaining balance, it is a result of her auto insurance carrier deducting the condition adjustments.
  We hope our response satisfies your and *** ******* concerns. Please let us know if you should have any questions.
  Sincerely,
  ****** ****
  MPP Co., Inc.

  Business response

  09/25/2023

  September 25, 2023
  Consumer Relations
  Better Business Bureau
  Re: ***** ****** ** 20585347
  Dear Sir or Madam,
  We are in receipt of your letter regarding the above referenced customer's rejection to our previous response.  The GAP Debt Waiver Addendum purchased by *** ****** is subject to specific terms and conditions.  It states that it will waive or cancel a portion of the debt equal to the difference between the Actual Cash Value and Net Outstanding Balance, both defined herein, in the event of a Constructive Total Loss.  Unfortunately, the GAP Debt Waiver Addendum does not waive past due amounts at the time of loss nor does it waive amounts deducted by his auto insurance carrier for condition adjustments.  Had *** ****** been current on all past due amounts and had his auto insurance carrier deducted the conditions adjustments, his outstanding balance with his lienholder would have been fulfilled.  His complaint really should be with his auto insurance carrier for deducting the condition adjustments if he feels his vehicle was in good condition.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

   

   

   

  Customer response

  09/26/2023

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

  This is not what the salesperson told me. Their salesperson told me that it was covered no matter what. His exact words.
  
  Sincerely,
  
  ***** ******

*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. ↩