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.

close

Find a Location

MPP Co. Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:12/08/2022

  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.

  On 10/27/22 we bought a new ford f250 from town east ford in Dallas Texas. We were offered a warranty protection for our new vehicle. We were not sure we wanted the extra service contract warranty from MPP co. The finance guy said we have 30 days to cancel it if we choose not to keep the extended coverage. We called mpp and they keep giving us the run around about cancelling.
  
  We simply want to excercise our 30 day cancellation option. We paid $2250 for this warranty and we want to cancel and get a refund.

  Business Response

  Date: 12/20/2022

  We are in receipt of your letter regarding the above referenced customer and ID.  In researching our records, we show that on or about 10/21/2022 that ****** ******* purchased a 2022 Ford.  At the time of purchase, he also opted to purchase a vehicle service agreement from our company.  On November 8, 2022, ******* ******* called and identified herself as the co-buyer.  She stated that the vehicle was sold and they wanted to cancel the vehicle service agreement.  We advised that in order for us to send the cancel refund check directly to them, we would require a copy of the paid-in-full letter, otherwise the refund would have to go to the lienholder.  She advised she would call back once they had that.  Valerie called back on 11/9/2022 and advised she misspoke and that the vehicle was not sold and only wanted to cancel the vehicle service agreement.  We advised her that we required a written request and would send her a link, that would expire within 48 hours, to respond in writing to cancel the contract.  Unfortunately the customer allowed the link to expire and we received nothing further.  On December 8, 2022, Valerie called back to check on the status of the cancellation and refund.  We advised that we did not receive the written request through the cancellation link so the contract was not cancelled.  We advised we would resend the cancellation link and once we received it back we would process and send the refund to the lienholder.  ******* stated that they did sell the vehicle after all and wanted to have the refund sent directly to them.  We advised we would require the paid-in-full letter and ******* stated she would verify with her husband and call back again.  On 12/9/2022, we received the BBB complaint letter from you.  Upon receipt of your letter, we contacted *** ******* to verify whether or not the the loan was paid-in-full so we could send the refund to them directly or to the lienholder if it was not.  *** ******* advised us it was not our business whether or not the loan was paid-in-full and to cancel.  Using the the letter from the BBB as written request, we processed the cancellation and issued a check to Ford Motor Credit for the full amount paid, $2,250 as instructed by *** *******.  On 12/16/2022, we received a paid-in-full letter from *** ******* so we stopped payment on the original check issued to Ford Motor Credit and re-issued a check payable to *** *******.

  We hope our response satisfies your concerns.  Please let us know if there is anything further.

  Sincerely,

  ****** ****

  MPP Co., Inc.

  Customer Answer

  Date: 12/21/2022

  [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:
  
  I have still not received the refund. 
  Also the response given is inaccurate. We never received a link to request cancellation. They advised us without a bill of sale identifying the buyer of the vehicle they wouldn’t cancel. I spoke to the dealership where we purchased the truck and they advised we had 30 days to cancel for any reason as long as we didn’t use the protection plan. We then phoned back and advised we do not owe them an explanation of the status of the vehicle and advised we would t provide a bill of sale. We advised we spoke to the management at the dealership and we’re advised if thr 30 day clause. MPP then stated they’d cancel it but send payment to ford motor credit. This was on 11/9/22. We said that’s fine bc FMC will forward us the check. 
  we didn’t receive and had to file this complaint. The next day mpp contacted us and said they’d provide the refund. They then said they didn’t need bill of sale, only paid off letter. We provided it and provided two addresses where they could send the check and have yet to receive the check. We contacted them twice for tracking and status of refund check and never got a response. 
  
  Regards,
  
  
  
  ****** *******

  Business Response

  Date: 12/29/2022

  We regret that *** ******* is not satisfied with our response, however, everything we responded to was correct.  We did send a link that was never completed, and on two separate occasions when talking with *** ********* wife, she said she would have to call back to make sure the loan was paid in full in order for us to send the check directly to them instead of the lienholder.  We did finally receive a written request in the form of the complaint and issued the check to the lienholder.  *** ******* contacted us again and finally did send a pain in full letter so we cancelled that payment and reissued another check directly to him.  We have made every effort to try and send the check directly to *** ******* so he wouldnt have to try and get it from his lienholder.  *** ******* would have received that check long ago had he been cooperative in our efforts to assist him.

  Regards,

  ****** ****

  MPP Co., Inc.

• Initial Complaint

  Date:12/01/2022

  Type:Order 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 tried filing a claim for a failed fuel pump on my truck and was denied. The adjuster kept claiming that the reason it was denied was because there was nothing wrong when in fact my fuel pump is failing. It will occasionally not start the truck up and would take multiple tries before it would start up. I took it to the dealership and they diagnosed it as a fuel pump failure and informed me that there is an updated part that would fix the problem. The adjuster took this as nothing being wrong with the current fuel pump and I was just getting an updated part and denied my claim. He also claimed the reason it wasn't working was because I had E85 in the truck. This should not be an issue whether I had E85 or not because the truck is a flex fuel vehicle. The advisor at the dealership clearly explained to me that the fuel pump is in fact failing which is why I am having all these problems. He said he tried to tell the adjuster the same thing but the guy would not listen. The diagnostics ran on the truck showed multiple codes pointing to a fuel pump failure. Either way, this warranty is worthless when they will try to find any reason to deny you even when the claim is legitimate.

  Business Response

  Date: 12/12/2022

  Complaint ID ********

  ***** ******

  Dear *** ******

  we are in receipt of your letter regarding the above referenced customer and ID.  Upon receipt, we reviewed the information in the claim.  In our review, we found that the adjuster misdiagnosed the information received and was incorrect in their determination.  Once we reviewed the information, we immediately contacted the repair facility and *** ***** to inform them.  Our claims department authorized $1,332.91 for the repair.Thank you for bringing this to our attention as we always want to pay what we owe under the contracts.  Our apologies to Mr. Duong for our misdiagnosis and hope this satisfies his concerns.

  Please let us know if you should have any questions.

  Sincerely,

  ****** ****

  MPP Co., Inc

  Customer Answer

  Date: 12/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ***** ******

• Initial Complaint

  Date:10/14/2022

  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.

  We sold our vehicle and they owe us over 3000.00 for a prorated warranty. They’ve mailed a check supposedly twice from Kansas to iowa and somehow both times is lost. They keep saying they have to wait 30 days to get another one sent…. I was hung up on by a manager and ALL customer service reps where horribly rude. I just wanted is owed to me. If i owed them they would want it timely

  Business Response

  Date: 10/27/2022

  Dear Ms. *****,

  we are in receipt of your letter regarding the above referenced customer and ID.  In reviewing our records, we see that Ms. ***** contacted our office originally on August 11, 2022 stating that she no longer needed the service agreement and wanted to cancel.  We forwarded an link where customer could provide written request and copy of the paid-in-full/lien release if she wanted the refund to come directly to her.  On August 24, 2022, customer contacted our office again stating the vehicle was traded and wished to cancel the service agreement.  She advised she would obtain a copy of the odometer statement to verify mileage at time of trade-in and copy of the paid-in-full letter with lien release.  She advised she would contact us upon receiving those items.  On August 30, 2022, customer contacted our office again and advised she had the needed documentation.  We forwarded another link in which she could request the cancellation in writing and attach the documents so the refund check could be sent direct to her instead of her lienholder.  We processed her request on September 1, 2022 and physically printed the check on September 2, 2022.  Ms. ***** contacted our office on September 9, 2022 to check the status of her refund.  We advised that the cancellation was processed and check was issued to her address of record.  We advised that since there was a holiday (Labor Day) that she should allow additional time for mail delivery.  Ms. ***** contacted our office again on September 16 and September 27 to verify status and advised that she had not received the refund check.  We advised her that it is our policy to wait for 30 days before placing a stop payment on a check to reissue another.  She advised she would call back upon 30 days if she has not received the check by then.  On October 3, 2022, Ms. ***** contacted our office again to advise that she still has not received the check and requested that we place a stop-payment on the previous check and re-issue another.  At her request, we started the process to do so and issued a replacement check on October 4, 2022.  The second check was sent to the same address of record.  Ms. ***** contacted our office on October 7 and on October 14, 2022 to advise that she still has not received the refund check.  On the last call, both Ms. ***** and another gentleman whom we assumed to be her husband, were being very abusive on the phone.  Unfortunately, there was another holiday (Columbus Day) where the post office was closed which did not help matter.  They didn't want to hear any excuses and felt we were responsible for mail delivery.  The gentleman used abusive and foul language which our representative requested they cease using or they would have to terminate the call.  After the third request, our representative terminated the call.  We have attempted to contact the customer multiple times since then to verify whether or not the check was finally received however we were unable to connect with them on the phone or email and have not received any return communication.  However, we have verified with our bank that the second check did clear our bank on October 19, 2022.

  While we do understand Ms. *****' eagerness to receive her refund, we process approximately 10,000 cancellation and refunds on a monthly basis.  We take care that each and every one of them are processed correctly and efficiently as possible.  Unfortunately, we can not control how mail is delivered whether it is in a large city or a small rural community.  We hope our response satisfies the Bureau and Ms. *****.  Please let us know if you should have any questions.

  Sincerely,

  ****** ****

  MPP Co., Inc.