Complaints

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

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  MPP Co. Inc.

  8500 Shawnee Mission Pkwy Merriam, KS 66202-2967

  
• 

  MPP Co. Inc.

  PO Box 634 Shawnee Msn, KS 66201-0634

  

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:06/04/2024

  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.

  We hired MPP when we bought the vehicle at Crest Volvo Frisco in May/2022. During a trip in May/2023, we had a windshield crack and it had to be replaced. It was done by ********. No MPP or Crest or Insurance claim was raised, as this was not covered. One year after the windshield replacement, some of the car safety systems stopped working and Crest Volvo had to recalibrate those systems, which according to them was due to the windshield replacement. My understanding is that is malfunctioning of a safety system, hence I called MPP to file a claim, which at first I was told Crest Volvo should have filed the claim themselves. I've spoken to Volvo Crest and learned that MPP actually not willing to accept the claim. I called MPP again and was told they would not honor it based on the fact the there was no parts malfunctioning.

  Business Response

  Date: 06/14/2024

  June 14, 2024

  Better Business Bureau

  Re: Complaint ID ********

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

   

  Dear Sir/Madam,

  We are in receipt of your letter regarding the above referenced customer and ID.  In the customer's complaint, they state they had the windshield replaced back in May 2023 due to a crack.  We do not show any record of receiving a claim call at that time.  While the windshield replacement nor the recalibration of the Active Safety Domain Module are not covered under the vehicle service agreement purchased by the customer, we would have directed him to file a claim with his auto insurance carrier.  Applicable to any comprehensive deductible he may have with them, they would have replaced his windshield and paid to recalibrate the Active Safety Domain Module.  When the windshield was replaced, the customer was most likely told it needed to be recalibrated. 

  While we sympathize with the customer in their situation, recalibration of any component is non covered under the vehicle service agreement.

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

  Sincerely,

  ****** ****

  MPP Co., Inc.

• Initial Complaint

  Date:06/03/2024

  Type:Billing 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.

  December of 2023 my husband and I bought a 2024 Silverado 2500 from ******* Chevrolet. They convinced us to add MPP coverage in case anything was to go wrong. On April 22, my husband was driving home at night and on the road was a big rock. He wasn’t able to swerve around it in time and it hit his front right tire. The next morning we inspected it and saw the rim was bent from the inside. On April 23, I took the truck to the dealer to get it fixed. They said MPP denied the claim because there was no tire damage and there was no air leaking. Fast forward to May 31st, I noticed the air pressure was going down. We didn’t move the truck for that weekend and on June 3rd, when my husband was going to go to work, he noticed the tire was completely flat. He swapped on the spare and I took it to the dealer. Again the reps there contacted MPP to try to get it approved. The denied it. I called MPP and the lady I spoke to said there was no note of tire damage and I advised her that I had video of the tire leaking. She said the rep said there was no tire damage. I go back to the rep and she talks to them again and so does her manager. They all got the claim denied. I told her then to at least take my spare off, air up the original and put it back on. She said IT WAS NOT SAFE and they were not willing to do that. So the dealer agrees it’s unsafe and should be covered because it leaks air, but they won’t budge. What’s the point of paying so much extra money if they won’t cover expensive repairs like this. They quoted me over $1500 for rim and tire replacement. Totally unacceptable. The rep said she had never had them deny something like this. Well I guess all those times it was some smaller car whose rim wasn’t so expensive to cover

  Business Response

  Date: 06/14/2024

  June 14, 2024

  Better Business Bureau

  Re: ***** ******** ***** ***** ******** Complaint ID: ********

  Dear Sir/Madam,

  We are in receipt of your letter regarding the above referenced customer and ID.  In reviewing our information, we do show that on or around December 23, 2023, **** ***** ****** did purchase a 2024 Chevrolet Pickup.  At the time of vehicle purchase he also opted to purchase a vehicle service agreement that included tire road hazard protection.  On April 16, 2024, the customer took the truck into their selling dealer with a slit in the left front tire.  We paid for a replacement tire under the service agreement.  On April 23, 2024, the customer took the truck into their selling dealer with a slit in the right rear tire and the right front wheel bent but no damage to the tire itself.  We paid the the replacement of the right rear tire under the service agreement.  Unfortunately, there was no damage to the right front tire due to a road hazard, only wheel damage which is only covered if the related tire is damaged.  The replacement to the right front wheel was denied as non covered.  On June 3, 2024, the customer brought the same right front tire/wheel into the dealership.  However, we advised there is no tire damage, only a bent wheel and denied the replacement as non covered.

  In the complaint, the customer states they hit a rock in the road causing the wheel damage.  When the customer brought the truck in on April 23, 2024, they stated they hit a rock.  On June 3, 2024, they claim to have hit a pot hole.  In looking at the picture sent of the bent right front wheel, the damage looks more consistent with damage that would occur by going off-road instead of hitting a rock or pot hole in the road with the heavy duty tires on the vehicle.  

  While we sympathize with *** ******** and *** ******** situation, the replacement is just not covered under the service agreement.  As you can see, we have paid for the other covered tire replacements.  We hope our response satisfies the Bureau and customer's concerns.  Please let us know if you should have any questions.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

  Customer Answer

  Date: 06/24/2024

  I NEVER stated we hit a pot hole. It was a HUGE ROCK (the ones that falls off cliffs). The rock was in the middle of the road, it was so big it also damaged one of the motors of the step bars in the same side. No one went off the road. They just don’t want to cover the damages. The tire was damaged as it wouldn’t hold any aire. And like I said, the dealer wouldn’t even put that thing back on my truck. I had to send the rim out to get repaired so I would at least like them to reimburse me for that 

• Initial Complaint

  Date:05/23/2024

  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 2014 **** ******** on Jan 16, 2024 and opted for a service contract through MPP Co., Inc for $2500. The mileage was 94,257. Within 3 months I had mechanical issues and in April had my vehicle towed to **** **********. It took almost 1 month for repairs to be okayed through MPP and within one day **** ********** repaired my vehicle. Because of the extreme procrastination on MPP’s part I had to borrow a vehicle to drive in the interim. I also incurred expenses on my end due to MPP not allowing for the total work done through **** **********. After picking up my vehicle and due to the exhaustive process of getting approval through MPP for repairs I opted to cancel my service contract.
  
  My lienholder received $425.72 on May 20th. My mileage at this point was 95,206, less than 1,000 miles from the time I purchased my **** 4 months prior.
  
  Upon questioning why I only received $425.72 from the $2500 originally paid for the service contract I was told by Quinn (MPP customer rep) that the cost of my repair claim was deducted from the $2500. The total repair claim was $1613.88. If deducting this claim amount from the total service contract paid of $2500 I should have received $886.12, not $425.72. MPP still owes me $460.30.
  
  Upon calling MPP on May 23rd I was not able to speak with anyone in finance or service contract cancellations. Only a customer service rep and could not resolve the issue.
  
  I would appreciate assistance in resolving this issue. Thank you.

  Business Response

  Date: 05/30/2024

  May 30, 2024

  Re: ***** ****, ID ********

  Dear Sir/Madam,

  We are in receipt of your letter regarding the above referenced customer and ID.  We do show that on or about January 16, 2024, *** **** did purchase a 2014 Jeep.  At the time of vehicle purchase, she also opted to purchase a vehicle service agreement from our company.  On or about February 2, 2024, *** **** contacted our office and advised the check-engine light was on and displaying a code.  We advised her of the claims procedure to take it to the selling dealer or if not convenient, to the nearest **** dealer and to have them contact our claims department prior to any repairs being made.  On February 22, 2024, *** **** contacted our office again and advised of the check-engine light on.  Again, we explained the coverage and procedures for a claim.  She needed to get the vehicle to the repair facility and have them contact our office so we could get the details prior to any repairs.  On April 2022, 2024, we received a call from **** **********.  They advised that *** ****'s vehicle was in their repair facility with a complaint of a ticking noise.  They advised that the check-engine light was not on.  We advised that we would need their diagnosis of what caused the failure extent of repairs needed.  On April 24, 2024, *** **** called back to inquire whether or not she had a deductible.  We advised her of the coverage under her vehicle service agreement.  On April 30, 2024, the repair facility called and advised the 2 & 3 cylinders are failing but couldn't determine the cause.  They advised they would send a video of the failure.  On May 1, 2024, *** **** contacted our office to inquire on the status of the claim.  *** **** stated that the vehicle was already repaired.  We advised that other than the shop saying the two cylinders had failed, we have not received any additional information.  The repair facility forwarded the video later that day, however, nothing could be determined from what they sent.  They sent an additional video and some pictures that better helped to see the failure.  On May 2, 2024, we authorized payment towards the repair to *** ****'s vehicle and paid the repair facility by credit card.

  In *** ****'s complaint, she states that it took almost 1 month for the repairs to be authorized by our company while it took only one day for **** ********** to repair it from when she brought the vehicle in.  Any delays in the repair was due to *** ****'s procrastination on getting the vehicle to a repair facility and having them contact our claims office.  Once the vehicle did get to a repair facility, the repair shop delayed in getting us any information in which we could determine there was a covered failure or not even though the vehicle was already repaired by the time they contacted our claims department.

  On May 15, 2024, *** **** contacted our office to request cancellation of her vehicle service agreement.  We forwarded her an email with a link that she could complete and return with the cancellation information.  We received her response and processed the refund to her lienholder of record.  In her complaint, *** **** believes she should have received more refund than what was forwarded to her lienholder.  She is under the impression that she should have received a full refund of the amount paid ($2,500).  However, a full refund is only allowed within the first thirty (30) days of purchase, and if there are not claims.  It was 4 months since the date of purchase when she requested the cancellation and we paid $1,613.88 for her claim.  Per the provisions of her vehicle service agreement, the refund shall be pro-rata based on time or mileage used, less a $50.00 processing fee, less any claims paid.  The refund in the amount of $452.72 paid to her lienholder is the correct amount per the cancellation provision.  While we sympathize with *** **** in her situation, we handled the claim and cancellation in accordance with the provisions of her agreement.

  We hope our response clarifies how we handled the claim and calculated the refund amount to the satisfaction of *** **** and the Bureau.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

   

   

   

   

  Customer Answer

  Date: 05/30/2024

  While I appreciate the detailed explanation MPP provided regarding my 2014 Jeep, it is incorrect.  Once my **** was towed to **** ********** they supplied all requested information to MPP including a video of the faulty engine.  They were in constant contact with me indicating their displeasure with MPP and getting the okay for repairs.  Once a representative was sent to their location after waiting a week.  Later they had difficulty getting a response from the representative assigned to my vehicle.  In spite of all this I still don’t have a valid response to my initial concern in regards to my total refund received amounting to $425.72.  When deducting repairs of $1613.88 from the initial service contract payout of $2500, the balance is $886.12.  I understand there is a $50 processing fee, therefore, I am owed $836.12.  I received $425.72.  $410.40 is still due.  Please review this situation and pay my lienholder this amount to satisfy the money owed me.  Thank you

  Business Response

  Date: 05/31/2024

  May 31, 2024

  We are in receipt of *** ****'s rejection to our initial response.  As previously explained, because the request to cancel was not within the first 30 days and there was a claim paid, the cancellation is pro-rata based upon time or mileage remaining, whichever is less.  When *** **** requested the cancellation on May 15, 2024, she had used 120 days of the allowed 731 days of the plan term.  That equates to .164159 percent of the time used with .835841 percent remaining.  .835841 percent of $2500 is $2,089.60, less the $50 processing fee, less the $1,613.88 in paid claims, equals $425.72 refund.  That is the amount we forwarded to *** ****'s lienholder.

  We hope this explanation better serves to clarify the refund amount due.

  Sincerely,

  ****** ****

  MPP Co., Inc.

• Initial Complaint

  Date:05/06/2024

  Type:Billing 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 notified the business of my loan being paid off, completed the paperwork along with the requested paperwork on March 18th. They told me I was sue a refund and confirmed $793.98 but they claim to have paid it to ******* ****  ******* *** claims no refund was received and that I should have been paid directly. I have reached out multiple times for status and no one will tell me where my money is and when I will be getting it. I provided proof of pay off and I can not get anywhere with either business. Since the funds originate from MPP they should be paying me directly.

  Business Response

  Date: 05/08/2024

  May 8, 2024
  

  RE* ****** ******
  ID ********

  
  Dear Sir/Madam,
  We are in receipt of your letter regarding the above customer and referenced ID.  Most lenders (banks/finance companies) are regulated by state laws and when a Retail Installment Sales Contract terminates early, they are required to ensure the customer receives the refund credit for any GAP Debt Waiver refunds since it is an addendum to the RISC. Most lenders will charge back the selling dealer for the refund and the dealer is to  collect the refund from the GAP provider. As is our process, we forwarded the refund to the selling dealer and the lender will deduct that amount from the dealership. Upon receipt of your letter, we checked with the selling dealer and they advised that they did receive the refund sent back in March, however, the lender had yet to deduct that refund from their account. The dealer advised that should be any time and once completed, it should be credited to *** ****** from them.
  

  We certainly regret if there were any misunderstandings or delays and appreciate *** ****** letting us know her lender had not processed that refund from the dealer as of yet. We hope our response satisfies the Bureau and *** ******.
  Sincerely,
  ****** ****
  MPP Co., Inc.

  Business Response

  Date: 05/15/2024

  Better Business Bureau
  RE: Denise Bender, ID ********
  Dear Sir/Madam,
  We regret to hear that *** ****** has rejected our response.  However, we processed the cancellation and forwarded the refund in line with directions of the lienholder who are ultimately responsible for refunds on GAP Debt Waiver Addenda.  The lienholder mailed their check for the refund direct to *** ****** on May 6, 2024. *** ****** should contact her lienholder regarding the disposition of the refund check if she has not received it already.

  
  Sincerely,
  ****** **** 
  MPP Co., Inc.

  Customer Answer

  Date: 05/16/2024

  
  
  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

  Date:04/11/2024

  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 called to cancel my extended warranty policy multiple times. I was told my information was not in the system for the first 2 weeks and had to continue to call back multiple time in order to request a cancellation form. On 4/08/24 my information was finally in their system and I completed the electronic cancellation form the same day. The correspondence said my policy would be cancelled in 24 to 48 hours after completing the form, however on 4/11/24 my policy was still active. I called again on 4/11/24 to request a copy of my cancellation form and confirm they had received the cancellation request. I was informed they received the cancellation request on 04/08/24, however it can take 5-7 business days to cancel and that they could not provide a written copy of my cancellation request. It is unacceptable that the business could not provide written confirmation of my cancellation request for my records to ensure I have proof of my request as well as confirmation of my refund. Instead I was told to call back yet again after 5-7 business days to ensure my warranty was cancelled. This is very poor and predatory business practice that other consumers should be aware of.

  Business Response

  Date: 05/23/2024

  Dear Sir or Madam.  We are in receipt of your letter regarding ******* ****** and file ********.  We apologize for any delays in responding as we thought we responded long ago.  We did receive your original letter regarding *** ******** request her vehicle service agreement with us.  We do show that *** ****** purchased a vehicle and a vehicle service agreement on March 26, 2024.  Once purchased, it may take a selling dealership a couple of weeks to remit the data to our company for processing.  *** ****** must have originally contacted our office during that period prior to us having any record of her purchase.  We do show that she contacted our office on April 8, 2024 to request cancellation.  We forwarded an electronic link for her to complete and return to us to process her request.  We received that response back and processed her cancellation request on April 12, 2024.  We mailed our check in the amount of $3,999.000 (representing the full amount paid) to her lienholder of record on April 15, 2024 and that check has since cleared our bank.

  Again, we apologize for any oversight and hope that our response satisfies *** ****** and the Bureau of any concerns.  Please let us know if you should have any questions.

  Sincerely,

  ****** ****

  MPP Co., Inc.

   

• Initial Complaint

  Date:03/22/2024

  Type:Customer Service 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 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

  Date: 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 Answer

  Date: 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

  Date:03/20/2024

  Type:Customer Service 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’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

  Date: 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

  Date:02/28/2024

  Type:Customer Service 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:02/22/2024

  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.

  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 Answer

  Date: 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

  Date: 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

  Date:02/19/2024

  Type:Billing 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.

  2/19/2024 a follow-up call was made to MPP in regards to rejected documents. We asked questions, addressed concerns and the tone to our questions answered by ***** was unacceptable. ***** was rude, abrupt, yelling, and being condescending. We asked to speak with a manager to address our concerns over interaction with ***** and was transferred to **** who immediately defended *****'s actions. **** stated ***** lost her pet yesterday and she is going through something, people go through things and you shouldn't take offense. I advised **** we are going through things, my daughters credit is being ruined over information already provided by ******. **** did explain why the correct settlement breakdown was needed but again defending horrible customer service, talking over customers and not listening to them as a manager is just as horrible as dealing with a bad attitude customer service rep. We are told not to bring our personal lives to work! Not to mention ****** provided all the requested documents except the damage estimate, declarations page and police report, so MPP demanding I upload the documents already provided to their portal or my claim would be denied is outrageous and a delay tactic. When I addressed these concerns ****s reply it to make the payments until the claim is completed, however ****** advised no payments were to be made since vehicle was totaled and I have Gap insurance.

  Business Response

  Date: 02/27/2024

  February 27, 2024
  
  Better Business Bureau
  
  Re:         Taylor ********
                ID
  21314852
  
  Dear Sir/Madam,
  We are in receipt of your letter
  regarding the above referenced customer and ID. 
  In reviewing the information, we do show that Ms. ******** experienced a
  total loss of her vehicle and had filed a claim with our Company for the GAP
  Debt Waiver amount after her Primary Insurance Carrier paid the Actual Cash
  Valu settlement.  We do show
  correspondence going back and forth for the required documentation in order to
  determine any GAP Debt Waiver amounts to her lienholder.  On the day that we received the complaint, we
  did receive the final required documents from Ms. ******** in order to complete
  the review.  Her claim was reviewed and
  our check was issued to her lienholder of record on February 21, 2024 and
  mailed on February 22, 2024.
  
  In Ms. ********’s complaint, she
  states she received poor customer service and felt was sending in documentation
  that was already sent and unnecessary.  While
  we understand dealing with a totaled vehicle is very stressful for the
  customer, one of the services we provide should be assurance that we will
  assist in trying to take care any amounts due under the GAP Debt Waiver
  Addendum.  We will certainly look into
  that and address the situation. 
  Regarding requesting unnecessary documentation in order to delay paying
  a claim, that is certainly not occurring. 
  Our goal is to process any claim as fast as possible.  The longer we keep a claim open, the more
  work we end up doing and less customer satisfaction.
  
  We hope our response satisfies the
  Bureau and Ms. ******** of their concerns.
  
  Sincerely,
  ****** ****