Complaints

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:08/07/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am writing to formally dispute the no refund due after canceling my extended warranty. My original full payment for the warranty since signing up is $2,179.00 plus the $366.00 down payment made on 9/6/2024. I was told when signing up with this policy I could cancel anytime with a full money back guarantee if the policy was not used upon cancellation. I noticed recently I never received a copy of the policy. I called and received a copy to find the vehicle was listed wrong, after several calls finally was corrected ONLY in APC system. Upon cancellation, I now am told I have $0 refund among being bounced to 3 different companies that took over an hour to get to the right place to handle my cancellation confirmation questions. I am requesting a full refund because the correct service was not provided. Since the terms of the agreement were not properly fulfilled, I believe I am entitled to a full reimbursement of the amount I paid. Please review my account and the cancellation terms. I respectfully request that the balance of $2,179.00 plus the $366.00 down payment I was required to make be refunded promptly. Thank you for your prompt attention to this matter. Sincerely, *********

  Business Response

  Date: 08/17/2025

  APC reached out to *** ********* and resolved this complaint.  We reviewed the sales call with *** ********* and our agent properly explained that she would be eligible for a prorated refund based on time and mileage used if contract was canceled after the free review period.  At no point did our sales agent tell the customer that they could cancel anytime with a full money back guarantee if the policy was not used upon cancellation.

  The vehicle identification number (***) for this contract was correct so the customer had a valid and active contract which could have been used if a claim needed to be filed.  We explained to our customer that the model year and trim level does not affect claims processing because the *** is what is used by dealership and claims department.

  *** ********* purchased a 4 year or 48,000-mile contract on 9/24/24 and reported mileage of 102,586.  The total cost for the contract was $6902.87. She canceled contract on 7/1/25 and reported the mileage at that time as 126,899.  The contract was being paid through a payment plan and at the time of cancellation customer had paid $2327.10.  Based on the reported cancel mileage by the customer she would have owed an additional $1217.91 for the number of miles that were used in the contract. As a courtesy, APC waived the balance and did not make any attempt to collect additional money from *** *********.

  During our conversation to resolve the complaint, APC agreed to remove the mileage component and calculate the refund based on the amount of time the contract was active.  This resulted in a refund of $868.16. Customer said she was satisfied with this resolution and response favorably upon receipt of the refund check. 

  Customer Answer

  Date: 08/18/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ********* *********

• Initial Complaint

  Date:07/29/2025

  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 purchased an extended warranty from *** roughly two months ago. I received several emails from this organization that made it look as if the warranty I purchased was associated with the dealership that I purchased the vehicle from. They never sent my information to the claims provider and it took me a week of making calls across agencies to get *** to send my contract information over to the claims provider. In this process, I was told by the claims provider and dealership that I had been a victim of a scam and that my policy did not exist. After jumping through all of these hoops, I filed for a claim on my truck's transmission that failed (I have owned the vehicle for three months) and my claim was denied. In addition to the fear of being scammed, APC misrepresented the terms and conditions of the policy which has cost me an $8000 repair. At the time of purchase, I was told by the representative that the waiting period for warranty activation was 30 days OR 1000miles from the time of purchase. Whichever came first. My claim was denied because, while it had been 30 days, I had only driven 830mi since the time of purchase. After all of this, in the process of trying to cancel the policy, I learned that I will not receive a refund to my payment method, as the representative had informed me, but that a credit will be provided to my lienholder to make a payment on the vehicle. Everything about this experience has been strikingly reminiscent of fraud. In an ideal world, APC would cover the cost of the transmission repair and provide a full refund to the payment method I used to purchase the policy. I have been without a vehicle for a month now, and am facing further financial hardship as my job requires reliable transportation, which I no longer have. I have provided the policy number, and supporting information can be viewed in ***'s call logs. I called on 7/16, 7/17, and 7/18 regarding this issue and spoke with a representative named ********

  Business Response

  Date: 08/04/2025

  We reached out to ************** and resolved the complaint against ****  The contract purchased by Ms. *********** on 5/29/25 included a waiting period of 30 days and ***** miles to rule out any pre-existing conditions. We reviewed the recorded call with the customer and found that our representative indeed stated the waiting period was for 30 days AND ***** miles.  The customers vehicle developed transmission issues,and a claim was filed on 7/16/25.  At that time, the vehicle had only been driven 830 miles, so the contract administrator denied the claim.
  

  Since the claim was denied for failure to meet the waiting period, we agreed to give Ms. *********** a full refund of all payments that she made.  The down payment of $500.00 and two (2) monthly payments of $195.88 were refunded back to her Discover card ending in 2360.
  

  We also explained that it was the contract administrator, not APC who mistakenly told her that the refund would be sent back to the lienholder.  Vehicle service contracts purchased at the time of vehicle purchase are often included in the financing; hers was not. Ms. *********** purchased the contract separately and it was not included in the financing of her vehicle.  The payments made by her were refunded in the same way they were collected. 
  

  Ms. *********** stated that she was satisfied and complimentary of her experience in working with *** to resolve this matter.  

• Initial Complaint

  Date:07/29/2025

  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.

  Since the beginning of 2025, I began receiving emails and lettersseemingly from my car dealershipregarding the expiration of my factory warranty. My 4-year warranty on my 2021 Range Rover was nearing its end, so I decided to purchase an additional 4-year extended warranty. I called the number provided in one of the letters and spoke with a representative named *****, believing I was dealing directly with ********** or a trusted ************ wasnt until I contacted my actual ********** dealership for an unrelated matter and casually mentioned the extended warranty that I learned the truth: the warranty had not been issued by ********** or any of its authorized partners. This discovery prompted me to review the documents more closely, and I realized that the company behind the warranty was a third-party vendorAutomotive Product Consultants. When I asked my dealership about them, they confirmed they had never heard of this company.Automotive Product Consultants misrepresented themselves as my dealership by using official-looking letterhead and including *********** logo in their emails. At the time, everything appeared legitimate, and I had no reason to question the authenticity of the communication.Once I realized I had been misled, I immediately contacted the company to request a full refund. Despite my efforts, I have yet to receive the refund.I believe this company is engaging in deceptive and possibly fraudulent practices and should be investigated by the appropriate authorities, including the ***. Many consumers have likely been misled into thinking they were dealing with their dealership, as I was. I only discovered the truth by chance. If I had the resources, I would pursue a class action lawsuit, as this appears to be a widespread issue that undermines consumer trust and misuses reputable brands like **********.

  Business Response

  Date: 08/19/2025

  We tried to reach out to the customer to explain the transaction and the fact that the employee at the dealership misinformed her of our relationship with them but we have not heard back from the customer. We have a contract with Sonic Automotive Group, a public dealership group that owns ********** *************. ********** of ************* is dealership where the customer either purchased or serviced her vehicle. We have been doing business with Sonic since 2019. ********** ************* was added to the program in May of 2022. We have been providing services to this customers dealership for over 3 years. Our business is to be a service provider to new car franchise dealers. We are in contract with over ***** new car franchise dealership locations across the country. Our website, **************, demonstrates the fact that our entire business is to provide services to auto dealers. In fact, we are a 5 time Dealer's Choice award winner. This means that auto dealers voted our company as the best at what we do for them. We are not a scam. We are not using anyone's logo without permission or anything like what the customer stated in the complaint. We have contracts with every dealer we do business with and these agreements are very restrictive as to what we can and cannot do in servicing the program. The issue here is that an employee of the dealership misinformed the customer. Our product support team has already contacted the dealership to retrain the employees of ********** South Atlanta on their program with us. We have been powering programs for dealerships for 24 years. Our program is run compliantly in all facets. We have partnered with over 40 product providers including some of the largest insurance companies in the **** We would not be able to secure the volume off dealers and product providers we are doing business with if we were doing something wrong. All of these companies have done their due diligence before doing business with us.

  The customer called on 7/28/2025 to cancel the contract. We cancelled the contract and credited the customer's down payment back to her debit card the same day. Thus, by the time we received this complaint the customer had already received her refund. It would have posted to her account on 7/29/2025.  At this point we have provided the refund the customer claims she did not receive in her complaint. if this is not the case the customer should reach out to us directly. 

   

• Initial Complaint

  Date:06/09/2025

  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.

  When I bought a used car at a ****** Automotive Group dealership in ************, IN, I was set up with a payment plan called zpay that I would make monthly payments to that could be used later at some point to replace parts to the car that became worn or broken. I made a down payment of $225 on May 18, 2024 to an insurance company called C.A.R.S Protection ********** I made monthly payments to this company by withdrawals from my bank checking account. Each payment was $161. It started on 8-12-2024. The dealer address on one of the documents I have from the company says Automotive Product Consultants, LLC 770 ************************* ************, MO *****. Every payment went through on the 12th of the month. Last weekend I took my car back to the dealership for some repair and maintenance work and brought some documents detailing the payment plan called zpay that I think is with Prime Protect and the employee at the desk did not recognize zpay or Prime Protect. He said the dealership only works with Ethos Group. At one point in the conversation the salesman who was present when I bought the car overheard some of the conversation and asked if he could look at the paperwork regarding zpay and Prime Protect. He took it with him and closed the door. A few minutes later, he came back and said that it was not a legitimate account or business or contract. He said it was a scam and he doesn't recognize it at all. This was not the salesman that got me setup with zpay, it was another employee at this same dealership though. In total, I have paid this company $1,835 . I have gone to my bank, and ended the monthly payments. I want all of my money back. The sheet about **** says I have an online account number that is ********** for ***************** The policy number is PPE536593.

  Customer Answer

  Date: 06/12/2025

  When I bought my car last year the employee who got the paperwork together got me set up on a payment plan to this company and I started making monthly payments to use for car repairs or replacements. A couple weeks ago when my car needed work done another employee at the dealership looked at the paperwork of this company and said it was a scam.

  Business Response

  Date: 06/18/2025

  We reached out to the customer and resolved this complaint.  Customer stated that she filed complaint before contacting us to cancel because dealership told her it was a scam.  We explained our affiliation with CARS Protection Plus and told her that dealership would have been paid for covered repairs if they had filed a claim.  She understands this is not a scam but did proceed with terminating the contract.  Customer is due a prorated refund of $1032.82 and said that complaint will be resolved when she receives the check. 

• Initial Complaint

  Date:05/21/2025

  Type:Product 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.

  To Whom It May Concern,I am writing to formally dispute the partial refund I received after canceling my extended warranty. My original full payment for the warranty was $3,231.15. Upon cancellation, I was only refunded $1,475.54, leaving a significant discrepancy of $1,755.61.I am requesting a full refund because the correct service was not provided. Since the terms of the agreement were not properly fulfilled, I believe I am entitled to a full reimbursement of the amount I paid.Please review my account and the cancellation terms. I respectfully request that the remaining balance of $1,755.61 be refunded promptly.Thank you for your prompt attention to this matter.Sincerely,[SharonWilson]*************]

  Business Response

  Date: 06/11/2025

  We reached out to Ms. ****** and resolved this complaint.  Ms. ****** purchased a vehicle service contract through a partner dealership but took the vehicle to a different dealership for repairs. The non-partnered dealership didn't file a claim for the repairs so she paid out of pocket to fix the vehicle.  We agreed to refund customer the additional $1755.61 that she paid towards coverage.  A check for $1755.61 was mailed from our office today (6/11/25) so has now been refunded in full. 

  Customer Answer

  Date: 06/13/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:04/14/2025

  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 received a call and was under the impression it was the ***** dealer. This 3rd party deceived me into signing up for a warranty that I did not need. We cancelled service and are requesting a refund in regards to payments made.

  Business Response

  Date: 04/30/2025

  We reached out to the customer and the issue has been resolved.  The vehicle service contract purchased through *** was canceled and customer was refunded in full.  We confirmed with the customer that they received the full refund and were satisfied with the outcome. 

  Customer Answer

  Date: 06/13/2025

  This complaint has been resolved by the business and I am satisfied.

• Initial Complaint

  Date:12/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Automotive Product Consultants continually tries to send me emails falsely claiming to be a local car dealership. They say I've opted out of a warranty and that we spoke about warranty protection for a car I don't even own. I have tried to call their number to remove myself from their list and they will not stop contacting me! I had to sign up to block spam snail mail to stop the paper mail as well. They are scammers posing as real dealerships!

  Business Response

  Date: 01/17/2025

  We did email the customer and also mailed the customer on behalf of **************** The customer claims that we have nothing to do with the customer. That is completely false. Our company provided sales and marketing services to over ***** new car franchise dealers across the **. In addition, we power programs for 8 vehicle manufacturers. We are not a fraud nor a scam. According to our records the customer opened two emails that we sent but did not click on the opt out link. The customer did however call in on 11/27/2024 to be added to the marketing suppression list. We did process her request, and the customer will no longer receive vehicle service contract marketing solicitations from ******** ******* The customer information we received came directly from ******** ****** and represents data from a service record from 8/4/2022. Although the customer may not own the vehicle anymore, ******** ****** would not necessarily have that information. We have been proving services to ******** ****** under a written agreement since July of 2021. At this point, as stated previously, the customer has been added to the marketing suppression files.

• Initial Complaint

  Date:11/29/2024

  Type:Sales and Advertising 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 ***** ******. This formal complaint is to officially document and communicate the fact that I do not wish to do business with National Vehicle Headquarters , its affiliates, or subsidiaries now or in the future. Your company has began sending me unsolicited junk mail offering me discounts for your service. I am not interested in doing business with your company now or in the future. Please remove me from your mailing list permanently and immediately. I need a written confirmation that you received this letter and that you will no longer send me mail or junk mail to my address on file or that is the subject of this formal complaint. In closing, I need this acknowledgement from your company within two weeks from the date of this formal complaint citing the date I was removed from your mailing list? If you fail to respect my wishes and or decide not to comply with my request. I will seek to resolve this matter with more formal proceedings.

  Business Response

  Date: 01/02/2025

  We sent the below email to the customer on 12/5/2024 and did not receive a response:

  Mr. ******,

  
  I am in receipt of the complaint you filed with the Better Business Bureau. After receiving the complaint, I had our team remove you from our system and add a scrub key to our suppression files so as to not market you in the future. In addition, I went a step further for you. I contacted the company that provides marketing services to us and requested that they make sure you are added to their suppression files as well. They provide services to dozens of companies and most certainly you would have been marketed by other companies that utilize them as well. We added you to our suppression on 12/2/24. The marketing company added you to their suppression beginning on 12/3/24.
  
  I hope this satisfies your request of a written response. If it does not, please let me know what else it is that you need.
  
  As the President of this company, I personally handle all formal complaints. We do not get many and I take each of them very seriously.If you have any other questions my contact information is below.

• Initial Complaint

  Date:10/16/2024

  Type:Sales and Advertising 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 company is sending emails impersonating my local dealer.Complete scam making me think it is my dealer. Even company logo on email. Gives phone number ********** that has nothing to do with dealer.I have informed my dealer to take legal action as some of my friends also received similar ********* appears they have obtained customer data in an illegal manner.

  Business Response

  Date: 11/01/2024

  After receiving the complaint we talked to the consumer. We explained that *** of Tulsa is owned by the Group 1 Automotive. We have had a *********************** Agreement with Group 1 for over 6 years. I have attached a few snippets of the Group 1 agreement to this response. We do have some confidentiality provisions in place that preclude uploading the entire agreement. However, our company's business model is to provide services on behalf of car dealerships and we do business with over ***** dealers across the country. We have NOT obtained the dealer's data in an illegal manner, the dealership actually provides us the data in order for us to administer this program for them. In fact, we have certified interfaces with most of the companies providing dealership management systems to new car franchise dealerships. 

  While on the phone the consumer did then pivot to the fact that since we are a service provider for the dealership we should disclose that on our marketing materials. We informed the consumer that we actually do. The consumer attached a copy of an email we sent but it cuts off the disclaimer at the bottom. I have attached the full disclaimer that was printed on the letter and the email the customer received identifying our company as a service provider to the dealership.

  The consumer then requested to be removed from future marketing. We added the consumer to our suppression files to prevent future marketing.

  Customer Answer

  Date: 11/01/2024

  Complaint: 22432387
  
  I have reviewed the business' response and am rejecting it because:

  I find this practice deceitful and misleading by both parties. I do however appreciate that my information has been removed.

   

  I will escalate this to the *** to investigate this misleading practice.
  
  
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:09/30/2024

  Type:Sales and Advertising 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.

  The company associated with the phone number ************ has been sending me harassing emails regarding a 2016 vehicle totaled in 2021. Despite my repeated blocking of the email and non-response, they continue to send me 'warning' emails, including "2ND ATTEMPT" and "3RD ATTEMPT." The emails also claim to be from my Dealership, which is also incorrect as I have not bought a car from that dealership since 2016. They have also repeatedly called my phone regarding an expired service contract. I have pressed 1 to be taken off the list, and I have clicked 'unsubscribe' on the email. THEY STILL WILL NOT STOP!

  Business Response

  Date: 10/31/2024

  We reached out to the consumer by phone and email to explain the following.

  We are a service provider for automobile dealerships. We are under contract with over ***** automobile dealerships nationwide. In your case,we are providing services to **** ******** ******. You stated in the compliant that you have not purchased a vehicle from this dealership since 2016 which is 100% correct. Our services for our clients involve marketing historical customers who either purchased a vehicle or serviced their vehicle at the dealership and DID NOT purchase a vehicle service contract from the dealership.The solicitations you received were for the 2016 ****** Corolla you purchased in 2016 from **** ******** ******. Vehicle service coverage is eligible on vehicles up to 15 years old. If you no longer own the vehicle the dealership may not be aware of the change of ownership. We are finding in this economy more and more people are holding on to their vehicles longer. The average age of vehicle on the road today is at an all time high of 12.6 years. Thus, the 2016 ****** is eligible for coverage.
  
  As for the emails. We utilize an email platform owned by the company **********. The system has a very robust tracking system. When I had the team pull up the emails we sent you the system tells us that a few of the emails were opened, but that the opt out link was not clicked. If you did indeed click the opt out link in the email please let us know. The system automatically adds opt-outs to a suppression file such that emails will no longer be sent to that address. We take consumers wishes very seriously. We never want to email someone who has opted out. But we do not show the opt out link was actually clicked.
  
  That said, we have opted out your email address. We also added you to the permanent suppression file in our internal database so as to opt you out from any and all marketing in the future.
  
  I am the President of this company. I take these complaints very seriously. If you did indeed click the opt-out link let us know as we will then submit a technical request to ********** since their system manages the opt-out link. We have never seen this as an issue in the past, but we want to be extra cautious. There are two levels of opt-out within the link. One opt-out is at the delivery level and the other opt-out level is to opt-out of emails from any company using **********s technology.