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:01/11/2024

  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 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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:12/14/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date:11/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  
  
  ***** ******

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MPP is the company that my mother pays $100 monthly to provide mechanical failure repair coverage to her 2020 Nissan Altima.
  On May 1st, the car overheated while driving, I was driving it. I stopped immediately. AFTER stopping, the radiator blew up!! It was so loud that it frightened me so much that I called 911.
  
  MPP refuses to fix it because they say there is evidence of a collision.
  
  There was no collision I can get the 911 report to prove it The car overheated and then the radiator blew.
  
  MPP examiners have their head on backwards because they're thinking the problem is there's a hole in the radiator That is not the problem That is the result of whatever else the problem is!!
  We did not have a hole in the radiator and then the car heated up because of that That is not what happened.
  The car overheated and after it overheated the radiator blew a hole in it!!
  That is clearly a sign of the coolant system failing. MPP refuses to cover it.
  
  Mpp should at least cover the cost of further diagnostics by the dealership. Then if it turns out it is a powertrain issue then Nissan can cover it. As it is the car has been sitting at the dealership for 2 months with no one doing anything about it!!
  And MPP cannot get it through their heads that the hole was not caused by a collision as I said I can get a 911 report to prove that if necessary!!

  Customer Answer

  Date: 07/05/2023

  I am not power of attorney, I am the complainant. The complaint regards a car that is owned by my mother. My mother is 86 years old and has memory issues so she cannot remember details. Therefore I am filing the complaints because I can remember all the details and also I was the one driving the car when it broke down.

  Business Response

  Date: 07/12/2023

  **** *** ****
  
  ******** *********
  
  ****** ******** ******
  
  
  
  *** ***** ****** ****** ******* *******ID: ********
  
  **** **********

  We are in receipt of your letter regarding the above referenced customer and ID.  We do show a vehicle service agreement on a 2020 Nissan purchased on February 19, 2022 by ***** ****** ******.  On or about May 2, 2023, ***** ****** contacted our office and advised vehicle overheated and radiator blew up.  We advised her to have the repair facility contact our office so we could initiate a claim.  The repair facility contacted our claims department and advised the vehicle was in their shop with overheating and needed to replace the radiator.  However, they could not advise us what caused the radiator to fail and how it was damaged.  They advised they would call back when they diagnosed the problem.  We sent the repair facility an email on May 12, 2023 for an update on the cause of damage but did not receive a response until May 15, 2023.  Repair facility emailed stating the radiator blew up from being over pressurized.  Our claims adjuster responded back that it was impossible for that to happen and needed a real diagnosis and some pictures of damage.  Repair facility emailed again on May 30, 2023 with pictures but were not clear enough to determine what had failed.  The picture showed either a long term radiator leak or an ac condenser leaking.  We emailed back asking for clarification.  We received no response back from the repair facility until June 29, 2023 at which time we decided to send an inspector.  The inspector determined the radiator was damaged from an outside impact.  After reviewing the inspection report we denied the damage repair as impact damage which is not covered under Ms. Graham's vehicle service agreement.  Customer contacted our claims department and we explained the reason for denial.  Customer advised that they had called Police/Fire Department when it overheated and the police report does not show collision with another car.  We advised that there is definitely damage to the radiator from impact from an outside source.  We are not saying that it occurred at the time of overheat or if the impact was with another vehicle.  But an outside source did impact the radiator at some point causing it to leak and thus overheat.  We did advise that if the customer would authorize the repair facility to remove the radiator so it could be inspected closer, we would gladly send the inspector out again.  We have emailed the repair facility multiple times since then for a status and have not received any response back at this date.  Once the repair facility can do that, we would send the inspector as agreed.

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

  **********
  
  ****** ****
  
   

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new vehicle at the end of April but upon reading the documents provided, the MPP contracts did not align with what I was told at the dealership. I spoke with the Finance Director who emailed the cancellation request to MPP on May 15th. I followed up with Hyundai Motor Finance on June 7th, who stated they had not received it. I then called MPP and was told that they had not received the email from the dealership and I needed to fill out the cancellation request, which I did, on the same day. I just called Hyundai Motor Finance (today is June 28th) and they still have not received the refund. I called MPP and have now been on hold for 32 minutes, waiting to speak with someone. The full amount due is $ 4,365.00. I need an update on why this has not been completed. This has been going on two months, and still isn't resolved, which is ridiculous since I've provided all information needed, in the time frame outlined in the contract for a full refund.

  Business Response

  Date: 07/06/2023

  **** ** ****
  
  ******** *********
  
  ****** ******** ******
  
  
  
  *** ********* ********
  
         ** ********In researching our records, we do show that on or about April 27, 2023, Ms. ******** purchased a 2023 Hyundai.  At the time of vehicle purchase, she also opted to purchase a vehicle service agreement and Club Plus service agreement from our company.  On June 7, 2023, Ms. ******** contacted our office regarding cancellation status of those agreements.  We advised we have had no contact from dealership or customer prior to that date regarding cancellation.  We forwarded a link to Ms. ******** to complete and return to process her cancellation request.  We received the cancellation link back and processed the cancellation refund request.  Our checks were issued for 2 separate products totaling $4,365.00 to her lienholder of records on June 14, 2023 and mailed a few days later.  Ms. ******** contacted our office again on June 28, 2023 inquiring about the status of her refunds.  We advised the checks were issued and sent to her lienholder and that sometimes lienholders take several days to update accounts.  Those checks have since cleared our bank as processed.

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

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

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2019 Ford F150 XLT truck to dealer Maxwell Ford in Austin, TX for a strange noise. The diagnosis was: REPLACE ALL FOUR VCT UNITS TO CORRECT ENGINE RATTLE. I have Platinum Coverage with MPP but they refuse to cover the repair because my car is still running, I don't have any lights on and additionally the noise goes away in a while.
  The dealer tells me that if I don't fix this, the engine could be damaged. So should I wait for this to happen and MPP says again that I don't have coverage?
  I need this problem fixed, that's I'm paying for this protection.

  Business Response

  Date: 07/03/2023

  Dear BBB Consumer Complaints,

  we are in receipt of your letter regarding **** ****** and Complaint ID *********  On or about June 22, 2023, we received a call from a Ford dealer advising Mr. ****** had his vehicle in their shop with a complaint of rattle noise upon cold start.  The rattle would disappear once warmed up and did not have any Service Engine Soon or Check Engine lights on.  The repair facility wanted to replace all of the cam phasers as a suggested preventive measure by the manufacturer.  The rattle noise is a common problem with the Ford F150s and the manufacturer suggests through bulletins to try this preventive measure to see if the noise would go away.  Unfortunately, there is no covered mechanical failure at this time, only suggested preventive measures provided by the manufacturer.  The rattle goes away when the engine warms up and has no effect upon the performance of the vehicle.

  While we sympathize with Mr. ******'s situation, we do not find any covered failure at this time.

  Please let us know if you should have any questions.

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

• Initial Complaint

  Date:06/15/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  GAP POLICY CLAIMS ISSUE
  I purchased a GAP policy with MPP for my 2018 Hyundai, Tucson and it was totaled on March 12, 2023. I was informed on June 15, 2023, by the GAP claims adjuster that they only covered $2,411.95, which leaves a balance of $1,641.95. MPP also applied the prorated amount of my GAP policy of $1,784.25 towards the loan balance. I was given the run around have never dealt with a company as shady as MPP and I would advise others to stay clear of this company. It took MPP 3 months to pay only a portion of the loan balance.

  Business Response

  Date: 06/27/2023

  **** *** ****
  ***** ******
  ****** ******** ******
  
  ***         ** ********
                ***** *******
  
  **** *** *******
  
  We are in receipt of your letter regarding
  the above referenced ID and customer.  In
  reviewing our records, we do find that on or about August 28, 2021, Ms. *******
  did purchase a 2018 Hyundai.  At the time
  of purchase, Ms. ******* also opted to purchase a GAP Debt Waiver Addendum in
  conjunction with her Retail Installment Sales Contract.  Subject to specific terms and conditions, the
  GAP Debt Waiver Addendum 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 April 3, 2023, we were
  contacted by Ms. *******’s lienholder advising that the vehicle was in an
  accident on March 12. 2023 and considered a total loss.  We advised them of the documents required to
  remit in order to review the claim and sent a letter to Ms. ******* describing
  the same detail.  On April 4, 2023, Ms.
  ******* contacted our office and advised the vehicle was totaled and wanted to
  file a claim.  We advised her that her
  lienholder did contact us already and provided her with the required
  documents.  We corresponded back and
  forth with Ms. ******* and her lienholder trying to collect all of the required
  documentation.  The biggest delay was
  trying to obtain a copy of the police report. 
  For some reason, the police department where the accident occurred wasn’t
  the most cooperative which is unusual. 
  We did finally receive all documents to review.  In our review, it was discovered that Ms. *******
  had a Past due amount of $454.05 at the time of loss and that her auto
  insurance carrier deducted $1,911.00 from the actual cash value settlement for
  condition adjustments.  Unfortunately, the
  GAP Debt Waiver Addendum does not include any installment payment or deferred
  payments that remain unpaid at the time of loss within the definition of Net
  Outstanding Balance.  Additionally, the Actual
  Cash Value does not include deductions for condition adjustments.  Both of these totals were deducted from the total
  amount to be waived which resulted in the $2,411.95 referenced in the complaint
  by Ms. *******.
  
  While we sympathize with Ms. *******’s
  situation, we do process the GAP Debt Waiver claims as fast as we can obtain
  all information to do so.  In this
  matter, we were not notified of the loss for almost a month after the accident
  occurred and we unfortunately experienced an unusual delay from the police
  department with jurisdiction.  Regarding
  the amount waived and any remaining balance Ms. ******* may have, if there were
  not any unpaid payments and her primary insurance carrier would not have made
  deductions for condition adjustments, the settlement amount would have been
  sufficient to clear her balance.
  
  We hope our response satisfies the
  Bureau and clarifies how the claim was adjusted.  Please let us know if you should have any
  questions.
  
  **********
  ****** ****
  *** **** ****
  

  Customer Answer

  Date: 06/27/2023

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

  I did not sign a GAP Debt
  Waiver Addendum; I have my actual sales contract that shows I added GAP coverage
  at the time I purchased the SUV on August 2021.
  
   I was contacted by Ms.
  Freed GAP Claims adjuster on April 4, 2023 requesting several documents
  including the police report. I made several attempts to get the police report,
  April, 5th April 10th and April 18th. On April
  24th I was contacted by the Houston Police Department stating that
  the police report was ready but they could not release it to me. The sergeant
  gave me a direct phone number for Ms. ***** to contact them and request the report.
  I emailed and left a message for Ms. ***** on April 24th letting her
  know that the police report was ready, she then informed me that they had to
  request the police report from MPP’s reporting service. So basically Ms. *****
  could have requested the police report on April 4th instead of
  sending me on a wild goose chase.
  At no point and time was I ever
  late on any payments.
  
  
  
  ********
  
  ***** *******

  Business Response

  Date: 06/28/2023

  We regret hearing that Ms. ******* has rejected our response.  The selling dealership forwarded a signed copy of the GAP Addendum and you acknowledged that you had it added GAP Coverage at the time of vehicle purchase.

  Ms. ***** contacted the ******* ** on 4/14/23 and was told the
  report was incomplete.  ******* ** advised Ms. ***** that the vehicle owner would
  need to contact them so it could be completed.  Ms. ***** followed their instruction
  but ended up ordering the report anyway and finally received it on 5/10/23. 

  The March payment coincidentally was due on the same day as the date of loss but remained unpaid so it was deducted.

   

   

   

  Customer Answer

  Date: 06/30/2023

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

  We have established that I did in fact purchase GAP coverage that MPP is refusing to pay. I was never late on any payments, the March payment you are referring to was a SKIP A PAY that the credit union allows once a year with no late fees or penalties. 
  
  
  
  R*******
  
  ***** *******

  Business Response

  Date: 07/03/2023

  We regret to hear that Ms. ******* has rejected our second response.  Unfortunately, the GAP Addendum does not cover deferred payments (a payment that has been postponed, skipped, or waived by the Lienholder).  While the lender does not charge any late fees or penalties to the debtor, it has the same effect as a Past Due amount where no principal is applied to reduce the balance.  Again, we sympathize with Ms. *******'s situation but the deferred payment is not covered under the GAP Debt Waiver Addendum.

  We hope our response satisfies the Bureau and Ms. *******'s concerns.

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

• Initial Complaint

  Date:05/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the extended gold warranty for my 2018 Chevy Silverado from the ***** ****** ** ******** ** on 11/07/2020. This is a 60 month warranty. I paid $4,000.00 for this extended gold warranty. Contact * ********* In September 2022 I took in the vehicle to the Chevy dealer in Deland, FL due to transmission issues. The Chevy dealer determined that the transmission was faulty and needed to to be replaced. This warranty company put in a used and defective transmission from their junk yard on October 10, 2022. Also they stated that they would NOT honor a 1 year warranty on the replaced transmission which is against Florida law. Florida law states the warranty must be for a minimum of 1 year. May 7, 2023 the used transmission that this company put in my truck which was not even re-built failed and I was getting notifications on the dashboard after driving the vehicle for 5 minutes that ACTION REQUIRED "TRANSMISSION HOT IDLE ENGINE". After idling the engine and having the warning message go away it came back again after another 5 minutes of driving. On May 9, 2023 I had the truck towed to **** ***** Chevrolet in Orlando, FL for an inspection and assessment on the transmission. It was determined that the replaced transmission the warranty company got for my truck in October 2022 was defective and needed to be replaced. The Chevy dealer has had my truck for 2 weeks and this warranty company has still not inspected the vehicle or approved the repair. According to **** ***** Chevrolet this warranty company's parts department is a literally a junk yard. They put in parts they recover from their junk yard. I have been without a vehicle for 2 weeks and it is not determined how much longer it will take for this warranty company to inspect and approve the transmission so I can get my truck back. The warranty company will not allow **** ***** Chevy to put in one of their own rebuilt transmissions, **** ***** will have to accept a transmission from their junk yard as replacement.

  Business Response

  Date: 05/26/2023

  May 23, 2023

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

  *** ******

   

  Dear Ms. *******

  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 November 20, 2020, Ms. ***** purchased a 2018 Chevrolet Pickup.  At the time of vehicle purchase, she also opted to purchase a vehicle service agreement.  On September 27, 2022, we received a call from a repair facility advising that Ms. *****'s vehicle was in with a complaint of trans shifting rough and has burnt smell.   They advised they wanted to replace the transmission with a remanufactured transmission.  We sent an inspector to verify the cause and extent of the failure and concurred the vehicle was in need of a replacement transmission.  Because of the cost differences, we opted to send in a remanufactured transmission of equal kind and qualify.  The remanufactured transmission cured the problem.  On May 15, 2023 (8 months and 12,000 miles later) the repair facility called and advised that the transmission was overheating and needed replaced again.  We contacted the vendor from which we purchased the transmission and have a replacement transmission being delivered.

  In Ms. *****'s complaint, she states that we refused to honor the warranty on the transmission.  The transmission that we procured was a remanufactured transmission, same as the shop would have replaced with, and not a used transmission.  It was purchased from a reputable company and they stand behind their warranty for the remaining term of Ms. *****'s vehicle service agreement.  Upon receipt of your letter, we contacted Ms. ***** to update her on the replacement and she seemed satisfied with our actions.

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

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