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: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.

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

• Initial Complaint

  Date:05/22/2023

  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.

  Date of the transaction: 04/13/2023
  Amount paid: $4100
  Nature of dispute: Service cancellation and refund request
  Business's attempt to resolve: No
  Account/order/tracking number details:
  - Name* ***** ****** * Account Number: ******** * ******* **** *** ***************** - Service Plan: NEW PLATINUM
  - Expiration Date: 04/13/2027
  - Expiration Mileage: 48000
  
  Dear BBB,
  
  I am writing to file a formal complaint against MPP Co. Inc. regarding the cancellation of my service and the refund request of $4100. I followed the terms and conditions outlined in my purchase agreement but have faced significant difficulties in resolving this matter.
  
  On 04/14/2023, I promptly canceled the service and requested a full refund as per the agreement. However, my attempts to resolve the issue with MPP Customer Service have been met with unhelpful and uninformed representatives. They provided incorrect refund numbers and conflicting information about my service contract. I have attached proof of purchase documents to clarify any discrepancies.
  
  As part of my efforts to address this matter, the dealer provided me with a cancellation form, which I have completed accurately, including all required information and lien holder details. I have made every effort to fulfill my obligations and provide the necessary documentation to facilitate a smooth refund process.
  
  Therefore, I kindly request your immediate attention to this complaint. I would greatly appreciate it if you could thoroughly review my case, considering the proof of purchase provided, and take appropriate action to initiate the refund process promptly. The refund amount of $4100 holds significant value for me, and I firmly believe it is only fair that I receive it back in full.
  
  I anticipate your prompt response and a successful resolution of this matter. Thank you for your attention and assistance in addressing this issue.
  
  Enclosed Documents:
  1. Service contract
  2. Cancellation form
  3. Policy card
  
  Sincerely, ***** ******

  Business Response

  Date: 05/30/2023

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

   

  Dear *** *******

  We are in receipt of your letter regarding the above referenced complaint and customer.  We do show that on or about April 13, 2023 Mr. ****** purchased a 2023 Ford.  At the time of vehicle purchase, he also opted to purchase a vehicle service agreement with added scheduled maintenance.  We were advised by the selling dealership that they had recontracted Mr. ****** on a different plan without the maintenance so the cost was going to be lower.  We were contacted by Mr. ****** advising he wished to cancel the vehicle service agreement.  However, when we presented a full cancel refund quote, he disagreed with the total amount because of the cost differences noted above.  The total refund he was expecting was $4100 and we were quoting him a total refund of $1997.  We advised that we could only refund based upon what the dealership had shown as the recontracted amounts paid.  Upon receipt of your letter, we contacted the selling dealership and they verified that while the total cost was originally $4100, the customer was recontracted for different coverage and different cost after the initial sale.  After much review by the dealership, the dealer agreed if we were to refund the total amount of $1997 to Mr. ******'s lienholder, they would issue a check in the amount of $2103 to make up the difference totaling $4100.  As agreed, we issued our check to Mr. ******'s lienholder and the selling dealer issued a check for the remainder of the balance.

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

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

  Customer Answer

  Date: 05/30/2023

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

  
  Dear Ms. *******
  
  Thank you for your response. I understand that there may have been some miscommunication regarding the contract and refund amount. However, I would like to clarify certain points to ensure that my concerns are addressed accurately.
  
  Firstly, during my conversation with ***** *** ******* Director at Westway Ford on May 5th, he clearly stated that there would be no contract resign if it meant incurring additional costs to him. This leads me to question the validity of any contract resigning that supposedly took place on May 10th at the dealership, especially considering the amount mentioned was $1,461, which contradicts my original contract.
  
  Furthermore, I have diligently followed up with MPP on multiple occasions, and each time I have received varying refund amounts. The latest figure provided is $2,103, which is significantly lower than the amount I genuinely paid, which is $4,100. Additionally, I have not signed any second MPP contract form at the dealership, as it does not make sense for me to sign another contract while I am fighting for the return of my original $4,100. This situation creates a perplexing loop whenever I inquire about my refund based on the terms of my first contract. I have attached the itemized amount financed that I paid for your reference.
  
  I have also raised this question in the ongoing email correspondence with MPP, but have not received a response for over a week.
  
  Given these circumstances, I reiterate my strong desire to receive my hard-earned money back in full. I find the interactions between MPP Inc and Westway Ford regarding this matter constantly suspicious. The current treatment I am receiving from both companies is unacceptable, and it seems that my electronic signatures have been exploited, which I strongly disagree with. I have attached all my email communications with MPP for your reference.
  
  I kindly request your assistance in resolving this matter promptly and ensuring that I receive the full refund amount $4100 owed to me based on my initial contract. 
  
  ***** **********
  ***** ******

  Business Response

  Date: 06/05/2023

  June 5, 2023

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

  We are in receipt of your follow up letter regarding the above complaint and customer.  We regret to hear that Mr. ****** has rejected our response.  As previously noted, we have issued a refund totaling $1997 based upon the amounts the dealership had shown as recontracted amounts paid.  The dealer has a check in the amount $2103 representing the difference for a total refund or $4100.  Mr. ****** only needs to contact the dealership to make arrangements to receive the additional check.  That check plus the amounts that we have already refunded will total the $4100 he is expecting. 

  We hope that our response clarifies the matter for Mr. ******.

   

  **********
  
  ****** ****
  
   

  Customer Answer

  Date: 06/05/2023

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

  Dear BBB,
  
  I want to address a distressing situation involving Westway Ford's withholding of my check in the amount of $2103. It is clear to me that their intentions in this matter are questionable and unacceptable. Despite my continuous efforts since April 14th to resolve this issue, the refund remains withheld.
  
  The General Manager of Westway Ford, ****** ******, explicitly stated that the check would only be released once I close the case with BBB and sign a release form. This behavior indicates a deliberate attempt to hold my money hostage through the MPP contract, alongside the signing of various dubious contracts related to the MPP product.
  
  I demand the immediate release of the outstanding balance of $2103, which is owed to me by either MPP or Westway Ford. The method by which this amount is reimbursed is a matter for the involved businesses to determine. my primary concern is receiving what is rightfully mine.
  
  I have attached evidence substantiating the unethical act of withholding my funds, which is an affront to any customer. This evidence should leave no doubt regarding the urgency and importance of resolving this matter promptly.
  
  
  
  ********
  ***** ******

  Business Response

  Date: 06/07/2023

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

  We regret to hear that Mr. ****** has rejected our response.  As previously indicated, Mr. ****** chose to recontract the vehicle purchase.  Originally, the vehicle (and Vehicle Service Contract) was being financed through ** ****** ***** ****.  In that purchase agreement, the Vehicle Service Contract was priced at $4100.  However, Mr. ****** chose to have the vehicle financed through his credit union so everything was recontracted.  In the new purchase agreement, the cost for the Vehicle Service Contract (with lesser coverage) was amended to $1461.  He also opted to purchase a Club Plus Vehicle Service Agreement for the amount of $536.  The new purchase agreement for the vehicle, Vehicle Service Contracts and all fees totaled $34,370.13.  We are attaching a copy of that recontracted purchase agreement showing those amounts and a copy of the check from Mr. ******'s credit union in the amount of $34,370.13 verifying that the vehicle and all Vehicle Service Contracts were recontracted for the new amounts.  Our company refunded the $1461 and $536 totaling $1997, which was the amount actually paid, to Mr. ******'s credit union.

  While the dealership has no obligation to do so, they have elected to return an additional $2103 to Mr. ****** as a gesture of goodwill and have made those arrangements with him.

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

  Customer Answer

  Date: 06/10/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  
  I'm accepting the resolution because, upon signing the legally binding release form and closing this case with BBB, I will receive a check of $2103. That is the remaining amount I should receive as part of this resolution. That is the reason behind my acceptance. 
  
  
  
  ********
  
  ***** ******

• Initial Complaint

  Date:05/11/2023

  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.

  This Business is very misleading I am to Canceling extended warranty with
  MMP several weeks ago with ***** who I spoken with an assured this would be Refunded through Capital one auto Finance in the Of $935.00
  Which is my Finance company. I would never recommend this company as they
  Unprofessional, unpleasant ton deal with. I. Asked ***** for a confirmation
  Email on the cancelation which I faxed, emailed in attachment. No reply back
  Acknowledging the email. So now I need BBB to get involved.

  Business Response

  Date: 05/16/2023

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

  Better Business Bureau

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

   

  Dear Ms. ******,

  We are in receipt of your letter regarding the above referenced customer and ID.  Our records show that Mr. ****** purchased a vehicle on March 11, 2023 and at the time of vehicle purchase, also purchased a vehicle service agreement from our company.  Mr. ****** contacted our office on May 5, 2023 inquiring about cancellation.  We advised that we did not show any record of a previous cancellation request.  Mr. ****** forwarded his cancellation request and we processed the cancellation that day.  We issued a check in the amount of $935.00 representing the full amount paid to Mr. ******' lienholder of record on May 9. 2023.  

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

  Sincerely,

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

• Initial Complaint

  Date:04/13/2023

  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.

  Filed a claim with GAP (MPP) for a total loss vehicle . Claim was denied due to terms/conditions stating if loan term maturity was extended for late payments ,extensions or deferment payment it is an automatic denial. Loan with financial intuition was in good standing up until 2020 COVID PANDEMIC and financial intuition offered deferment payments to help all customers impacted with a NATIONWIDE PANDEMIC .How are we being penalized for a nationwide impact . Why are addendums not being updated or revised to help cope with a NATIONWIDE PANDEMIC . Who is taking accountability for the misguidance customers are receiving and it is discouraging to get no clarity and be dismissed when asking for clarity .Is race a factor ???? Would a white business individual who was impacted by the pandemic and might have had to file bankruptcy requested payment extensions be denied as well ?????

  Business Response

  Date: 04/17/2023

  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 17, 2018, *** *********
  purchased a 2015 Chevrolet Tahoe.  At the
  time of vehicle purchase, she also opted to purchase a GAP Debt Waiver in
  conjunction with her retail installment sales contract.  The GAP Debt Waiver is an addendum to the
  retail installment sales contract that, subject to specific terms and conditions,
  agrees to waive all or a portion of the remaining Net Outstanding Balance after
  the Actual Cash Value from the customer’s auto insurance is applied due to a
  Constructive Total Loss.  On December 22,
  2022, the customer called advising that they were involved in an accident that
  day and believed the vehicle to be totaled. 
  We advised of the documentation that would be required to file a claim
  under the GAP Debt Waiver and sent a letter describing the same.  On January 23, 2023, customer called in and
  advised that her auto insurer was not going to pay anything as a result of the
  total loss as she did not have collision coverage.  We advised the customer that the GAP Debt
  Waiver provisions stipulate that the Actual Cash Value will be determined by
  using N.A.D.A Retail Value when there is no collision insurance in place at the
  time of the accident.  After some
  correspondence back and forth, we received the required documentation to review
  the customer’s claim.  After reviewing
  the documentation received, it was discovered that there were $9,864.73
  in Past Due Amounts/Deferred Payments and uncollected service charges.  Unfortunately, the Net Outstanding Balance in
  the GAP Debt Waiver does not include Past Due Amounts, Deferred Payments, or
  uncollected service charges.  After
  deducting these amounts, the net result was a Zero GAP benefit due.  As a result of the Zero GAP benefit due, we
  have processed a refund of the unearned amount paid for the Debt Waiver
  ($349.27) and are forwarding to her lienholder of record.
  In the customer’s complaint, she indicates that the 2020 Covid
  Pandemic was the reason her account with her lienholder was so far in arears.  While we certainly are sympathetic to the
  customer’s situation as well as others affected as a result of Covid, the GAP
  Debt Waiver is not unemployment insurance or health insurance.  The GAP Debt Waiver only agrees to waive
  remaining Net Outstanding Balances due in accordance with the terms and
  conditions of the Addendum, which includes making all payments originally
  scheduled in the retail installment sales contract to reduce the balance
  monthly during the term.  Had the
  customer made all payments as originally scheduled, as well as had collision
  insurance in place at the time of the accident, there would be no remaining
  balance on her loan.  Additionally, in
  her complaint, the customer indicates that race had an impact on our claim decision
  and questioned if we would have made the same decision had it been a white
  business individual who filed bankruptcy. 
  Nothing could be further from the truth. 
  We collect information and process claims in accordance with the terms
  and conditions of the GAP Debt Waiver without any outside factors influencing
  our decision.  We hope our  response helps to clarify our position to the customer and to the
  Bureau.  Please let us know if there are
  additional questions.

• Initial Complaint

  Date:03/30/2023

  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.

  I paid $3418.65 for my extended warranty policy with MPP. I just hit 79,000 miles on my car which is known to have turbo seal problems with aging, just like any other car does when it gets older. They sent an adjuster out to inspect my car who made it seem like there was no way I would be denied for new turbos because everything else was great. I get a call the next day from Infiniti saying that MPP is denying me because I was 3,000 miles late on an oil change back in 2020. That is 3 years ago. I have had zero problems with my car until now and take very good care of my car. They will make up any excuse to not help you. There is absolutely no way in this world that being late on an oil change 3 years ago would be the cause of this and anyone who says it is (***** with MPP) does not know what they are talking about. I spoke with multiple automotive shops and they all agreed with me that they are ridiculous and just do not want to pay. They went all the way back to 2020 just trying to find anything wrong that they possibly could and that is all they(MPP) could come up with. So sad this company is still in business after reading the horrible reviews and complaints about them. What a huge scam.

  Business Response

  Date: 04/03/2023

  We are in receipt of your letter regarding the above referenced
  customer and ID.  In reviewing our
  records, we do show that on or about January 5, 2019, *** ***** purchased a
  2018 Infiniti.  At the time of vehicle
  purchase, she also opted to purchase a vehicle service agreement from our
  affiliate, *** ****** ******** *******.  On March 27, 2023, we received a call from Infiniti of Palm Beach advising
  *** *****’s vehicle was in their service facility with a complaint of white
  smoke from tail pipe.  Without any
  teardown, the repair facility stated the car needed both turbos replaced.  The major cause for seals in a turbo to fail
  is lack of maintenance and/or lubrication so we did request copies of
  maintenance records from *** *****.  Additionally,
  we advised the repair facility that we would send an independent inspector to
  assist in verifying the reported failure.  Upon arrival by the inspector, they found no reported turbo noise or
  lack of performance as typical of a turbo failure.  They did find a minimal amount of blue smoke
  from the left tail pipe but dissipated after the engine warmed up.  They removed the turbo charger pipes from the
  intercooler and did find a small amount of oil in the tubing.  Engines equipped with a turbocharger(s) will
  consume more engine oil than normally aspirated engines (non-turbocharged). The
  additional oil that is consumed in a turbocharged engine is mainly due to the
  turbocharger lubrication requirements. Some of the engine oil normally migrates
  past the turbocharger turbine bearing seals and will enter the intake tract of
  the engine.  Oil residue found in the
  tubing is a normal condition for properly operating turbocharged engine. The
  additional engine oil consumption of a turbocharged engine, as compared to a
  normally aspirated engine, is normal and not a defect or failure, especially on
  higher mileage engines.  While most
  manufacturers suggest the oil/filter to be changed every 5,000 to 7,500 miles
  on turbo charged engines, Infiniti publishes their suggested intervals as every
  10,000 miles.  In the complaint, *** ***** mentions the one extended service interval of 13,000 miles between
  services, however, there were two other occasions after that where the interval
  was over the suggested 10,000 miles.
  After reviewing the inspector’s findings, the claim was denied
  due to the failure to maintain the vehicle as recommended by the
  manufacturer.  Additionally, the reported
  failure (minimal blue smoke from one tail pipe) is normal for a turbo charged
  engine at that mileage.
  While we sympathize with *** *****’s situation, we find that
  there is not a covered failure under the agreement.
  Sincerely,
  ****** ** ****
  *** **** ****
  ***********

  Customer Answer

  Date: 04/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: being late on an oil change 3 years ago does not affect my turbos now. I would not recommend anyone to purchase an extended warranty with this company and wish I could have read their reviews first. 
  
  Regards,
  
  ******* *****

  Business Response

  Date: 04/10/2023

  We are in receipt of your letter regarding *** *****'s complaint.  We regret to hear that she has is not satisfied and has rejected our response.  In her letters, *** ***** is questioning how an extended service interval three years ago could effect the turbo seals today.  That extended service interval was actually two years ago.  That extended service interval and subsequent extended service intervals would certainly have an effect on the smoke on start up complaint.  Three of the last four service intervals (including the one in question) have exceeded the mileage interval recommendations even by Infiniti standards.  While we continue to sympathize with *** *****'s situation, her complaint is not covered under her vehicle service agreement.  Sincerely  ****** ****

• Initial Complaint

  Date:03/16/2023

  Type:Product 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 auto warranty with MPP was paid over the course of (12) months. The total of the service contract equals:$2304.96 per my records. I traded in my vehicle that was covered under this plan at the end of January, 2023. Based on my estimate, this should leave me with: (4) months of coverage refunded, minus MPP’S $50 cancellation fee. MPP is wanting to issue a refund for about $365. Which is a sea repent of almost: $400+
  
  **Monthly payment was: $192.08**
  All records are available.
  
  The agent I spoke with: (******) gave some quick math that did not add up. They then referred me to (******* ******), which is the payment plan provider for MPP. I as the consumer should not have to chase down other companies to get correct billing and accounting representation on behalf of a service I paid for. Regardless of how the calculation is done, there is still the issue of almost $400+ being lost on this contract.
  I would like a prompt resolution to this matter.
  
  Thank you,
  *** ***** *******

  Business Response

  Date: 03/28/2023

  We are in receipt of your letter regarding the above referenced customer and ID.  *** ******* was a previous customer and was offered to purchase another vehicle service agreement after his previous one had expired.  On June 7, 2021, *** ******* agreed to purchase a 24 Month/24000 Mile Preowned Plan for the amount of $2430.00 and pay for it over a 12-month payment plan.  After collecting a down payment, *** *******'s monthly was $192.08 for 12 months.  While the payment plan was for 12 months, there were cancellations and reinstatements and late payments so *** ******* did not complete his payment plan until December 2022.  *** ******* contacted our office on February 14 2023 advising he traded the vehicle in on February 1, 2023.  We sent *** ******* a link to complete the cancellation request online multiple times and finally received the cancel request completed to process.  Once processed, a check was issued to *** ******* in the amount of $369.42 representing the unused portion of the amount paid in based on time used.  In *** *******'s complaint, he feels the calculation for his refund is incorrect and that he should have received more.  *** ******* purchased the vehicle service agreement on June 7, 2021 which was for 24 months (or 24,000 miles) which would expire June 7, 2023.  *** ******* traded his vehicle on February 1, 2023 so was covered for 604 days.  That left 126 days remaining of coverage out of 730 days in the term of his contract which is .172603 %.  If you multiply the remaining percentage of coverage times the amount paid (.172603 x $2430.00), it equals $419.42, less the $50.00 cancellation fee for a total refund of $369.42.  That is the amount of the check we issued to him.  We hope our response and explanation helps to clarify to *** ******* and the Bureau that his refund was calculated correctly and no additional money is owed.  Please let us know if you should have any questions.  Sincerely,  ****** ****

• Initial Complaint

  Date:02/27/2023

  Type:Product 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 have MPP for GAP insurance. On 01/17/2023 my vehicle was stolen. On February 16th 2023 my vehicle was declared a total loss and on February 20th 2023 my primary insurance company paid directly to the lien holder a payment of $35,000. I filed a claim for 16,000 with the GAP insurance they requested an extensive list of documents one of which is the original police report, however ******** police department has a backlog of 800 public records request, estimating 16 weeks to provide a copy of the police report. MPP Refuses to process the claim, even though they can confirm the theft, **** now owns the vehicle, they have made there Total loss payment, there is no reason to delay this claim due to a city backlog they can easily confirm it was filed, they can confirm the stolen vehicle, and they can confirm the payment from the primary insurance. Pay the claim and stop playing games. You have been provided WITH more information then the primary insurance company who could validate the claim. Use the preliminary/victim impact form and process the claim.

  Business Response

  Date: 03/06/2023

  we are in receipt of your letter regarding *** ****** complaint (ID ********).  *** **** contacted our office advising that his vehicle was stolen and deemed a total loss by his insurance company.  We advised *** **** of the documents that would be required for us to review his claim.   After corresponding back and forth, we received all required documents except for the police theft report.  Unfortunately, as per the provisions of the GAP Debt Waiver Addendum purchased by *** ****, a police report is required in all theft situations.  He advised there was a back log and it would take several months to obtain.  Instead of denying the claim altogether as is allowed under the Addendum without providing a copy of the police theft report , we held the claim open until such document could be obtained.  A day or so after receiving your letter, we received a copy of the police theft report as required and were able to process his claim.  Our check for the benefit under the GAP Debt Waiver Addendum was processed and sent to *** ****** lienholder on March 3, 2023.

  We understand *** ****** frustration, however, the police theft report is a required document under all theft conditions.  We hope our response satisfies the Bureau and *** ****** concerns regarding the matter.

  Sincerely,   Gerald Lamb

• Initial Complaint

  Date:02/24/2023

  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.

  I requested a Cancellation on my Insurance Policy (Mechanical Protection Plan) and a refund for the money paid.
  This was a little over a month ago, and I have not received any communication from MPP, they said they were going to send me an email confirming my request, but the email never arrived, and every time you call to their phone number ************** the system loops you in the menu and you can never talk to anyone.

  Business Response

  Date: 03/14/2023

  We are in receipt of your letter regarding **** ******* and their complaint.  Our records show that *** ******* purchased a vehicle on October 13, 2022 and at the time of vehicle purchase, also purchased a vehicle service contract from our company.  On October 18, 2022, *** ******* contacted our office to request cancellation of the vehicle service contract.  We sent *** ******* a web link that she could complete the request in writing.  We processed *** *******'s request and a check was issued for the full amount paid on October 20, 2022 to *** *******'s lienholder of record.  That check has since cleared our bank.  Upon receipt of your letter, we contacted *** ******* and sent her copies of the cancellation information and that she should contact her lienholder to verify how the funds were applied to her loan balance.  She thanked us and seemed satisfied with our response.

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

• Initial Complaint

  Date:01/24/2023

  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.

  On December 23 I brought my car into ***** ******** DelrAy beach Florida …..I had a muffler and exhaust manifold problem …I had a Warrenty contract with mpp warranty out of shawnee mission Kansas ….I paid around $2,000 for this warranty ….first of all they signed me up telling my basically what was covered but they never sent a written plan ….I found out I had a muffler problem ….then I looked on the website a saw I had a manifold exhaust protection…..they made every excuse not to cover any of the parts needed to fix my exhaust system …..every part to make the manifold to work they would not cover….I paid $4400….when I tried talking to them they were rude and doubled talked me …..basically I got screwed out of $4,400 and motor protection plan just turned their backs on me …..they sold me the contract and the exhaust manifold was on the contract….I had muffler and exhaust protection but they claimed every part needed to fix it was not covered ….I’m not exactly sure the proper name of the company but they go by map ….I believe it stands for Maintenance protection plan …..very bad business and I couldn’t honestly wouldn’t reccomend this business to anyone …..I want my money back due their duplistic sales and sneaky practices…I paid for the silver contract which clearly mentions exhaust and muffler…..I will send you the part of the contract that mentions mufflers and exhaust if needed

  Business Response

  Date: 01/30/2023

  We are in receipt of your letter regarding the above referenced customer and ID.  Our records show that on January 2, 2023, we received a call from both *** ***** and the repair facility.  *** ***** inquired if the catalytic converter was a covered component and we advised it was not.  When we received the call from the repair facility, they inquired about the same and we also advised catalytic converter is a non-covered component under the vehicle service agreement.

  In reviewing the repair order *** ***** attached to the complaint, it appears they replaced the muffler, and exhaust valve and springs.  Also in the complaint, *** ***** says his agreement mentions exhaust and muffler.  He is correct in that statement, however, what it says is that exhaust and muffler are not covered components and specifically excluded.  While we sympathize in *** ***** situation, the components are not covered under his vehicle service agreement.

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

• Initial Complaint

  Date:01/05/2023

  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.

  Last 4 of VIN#******
  
  MPP isn't allowing me to cancel my contract and they are keeping my $1100 which is totally unfair. MPP is lying to me telling. MPP is informing me via phone that the dealership financed my warranty with capital one. The dealership **** **** **** in Mesquite, Tx has informed MPP on multiple occasions that I paid cash for my warranty policy. The warranty policy wasn't financed with ******* ***. MPP is refusing to refund me my $1100. This is totally wrong. I will not do business with this shady warranty company if I was you. They lie and will not cancel your policy. They just give you the run around when you call them hoping you go away.

  Business Response

  Date: 01/10/2023

  January 10, 2023

  Re: ******** - ****** ****

  We are in are receipt of the letter regarding *** ****.  *** **** contacted our office by telephone on December 27, 2022 requesting cancellation of his vehicle service agreement.  We explained the cancellation process and advised that we have record of a lienholder that financed the vehicle service agreement within the loan.  *** **** advised that he paid cash outside of the loan for the vehicle service agreement.  We advised that we would need to contact the selling dealership for verification before we could send the cancel refund check directly to him as we are obligated to the lienholder to send all refunds as long as there remains a lien.  We attempted to verify the information with the dealership however would not receive any return correspondence.  *** **** contacted our office again after the holidays on January 5, 2023 to get a status update on the cancellation process.  We advised that we still have not received any verification from the dealership and attempted to do so again.  We finally received verification from the dealership that the vehicle service agreement was not funded within *** ****'s loan and was able to complete the process.  We contacted *** **** to apologize for any delay and to inform him that we were processing the cancellation back to the date of his first contact and overnighting the check directly to him once issued and printed.

  As noted, we are obligated to return any cancellation refund to the lienholder of record as long as there remains a lien.  It is not our policy to deliberately avoid or stall the cancellation process as thought by *** ****, we have guidelines that we do have to follow to ensure the correct party receives any applicable refund.  We do apologize for not following up better with the selling dealer and will endeavor to do so in the future.  *** **** seemed satisfied with our response.

  Please let us know if you should have any additional questions.

  Sincerely,

  ****** ****

  MPP Co., Inc.