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:03/05/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called secur vehicle solutions to cancel my program and the guy on the phone kept asking me why i wanted to cancel instead of just cancelling it. after sitting on the phone for 10 minutes he then tells me i have to write a letter in order to cancel my program. ive been enrolled in the program since 2/27/24 thats less than 30 days. im seeing that this place is a scam. i have changed my card information and will be taking further action.

  Business Response

  Date: 04/17/2024

  She did not want to follow our cancellation procedure of 30 days written notice. We cannot refund her any money since she changed her card information.

  Customer Answer

  Date: 04/17/2024

  Complaint: 21389415
  
  I am rejecting this response because:
  I am still getting transactions declined from you STILL trying to take the money! i changed my card information and youre still charging my card which doesnt make sense! 
  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/01/2024

  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.

  On October 29th 2020 I purchased a four-year extended warranty on August 25th I traded my car in and I immediately called to get a refund because I paid $3, 269 in full up front. At first I was going to transfer the service over and then I decided not to because my car only had ****** miles on it and the cost was too expensive so I asked him to send me a refund. I waited and waited I called again I spoke to someone named ******* she transferred me to her supervisor named **** they both tried to get me to purchase another agreement and I did not want one I finally sent an email to a higher up in the company and he responded and said that I needed an odometer statement showing the date that I traded the car in and the mileage at the time. I will be filing another claim against the dealer as I called several times I went into the facility and they still did not forward me the odometer reading statement that I needed to get to vehicle protection. The minute I tracked down the paperwork and I found it myself I sent it to vehicle protection via certified mail they are now only going to cancel my contract at the date that they received the odometer statement not the date that I traded the car in. She said her record show that I was told back in August about the odometer statement and this is not true I know for a fact this is not true I knew nothing about needing an odometer statement they can pull up all the recorded calls if they want this is not true I was not told about this they just kept pushing me and pressuring me trying to get me to buy another warranty. I salesman called me 2 weeks ago and was extremely rude and actually called me a smart **** name before I just finally hung up on him. I'm sure that call was recorded also he belittled me and then he called me a sarcastic name. I have a witness my electrician that is helping do work on my remodel was in the car with me in the car with me and the phone call was on speaker phone we were both appalled at his behavior. Now today I called and they refused to give me any sort of refund back. I will file the next claim against the car dealer **********************

  Business Response

  Date: 03/01/2024

  We have been working with this customer for awhile now. She called in and informed us that she traded in the vehicle. We then went over the options with her. We did offer her coverage on her new vehicle but she declined. We explained she would need to send in a letter of cancellation or the trade in paperwork. We did not receive anything until 2/22/2024. This policy was activated on 10/29/2020. All policy would be due a pro-rated refund which is calculate from time, mileage, and any claims paid. This policy also had claims paid out in the amount of $1419.54. Unfortunately there would be no refund due. 

  We have only reached out to this customer to make sure she had the information to get this canceled properly. Who ever she spoke to about activating a policy recently was not affiliated with us or our team. If she has any other questions she can give us a call and we can try to explain it again. 

  Customer Answer

  Date: 04/12/2024

  If I called them to cancel my policy, why should anything be based on what I did with the old car? If I want to cancel, I want to cancel. AND Im sure all their calls are recorded and when I purchased my new vehicle in July I believe I first called them in August and they said no such thing about me needing a trade in statement. They wanted me to buy a new agreement so bad. They actually tried hitting my credit card at least 7 times after I told them I did not want an agreement (that card had been cancelled so I just watched them try to process knowing it would never go through) THEN one of their reps called me and was EXTREMELY rude, telling me i was "stupid" and "did not understand how things work and I should have an extended warranty no matter how little miles I have on my new car. I have a witness who was in my car at the time. It took me from November/December to February to receive the trade in statement from ******** Buick in *****, ** (actually, they totally ignored my phone calls and emails and never sent it) I found the paperwork myself. AND vehicle protection would not accept me emailing it to them. I had to find the time to get to the post office and it had to be mailed. (that was just stalling time as what I sent them was a copy itself???). and if the trade in paper was the missing link, why would it matter when I got it to them. It proved that I traded the car in. Again, why should it have mattered what I did with that car. If I wanted to cancel, I wanted to cancel. I think that ********************** should also be included in this claim as this is not the only issue they created. I went there to have my car serviced and they "lost it". When I went to pick it up, the service man could not find it. I had no ride as I was dropped off because I had sent an email to the service manager advising not to do any further repairs AND a salesman had also relayed the info to him. After 3 hours they finally found my car BUT it was parked in an area that nobody left at the store had keys to. They gave me a loaner. THEN, I had filed an insurance claim on the broken a/c because it was caused by road damage and not mechanical failure. I made all arrangements to have allstate inspect the vehicle. I sent several emails to people at ********* Buick to clarify this and when allstate arrived the service manager told them I did not want to file a claim any more as I traded in the vehicle. This cost me $3,400. when I went in to discuss this the sales manager kept saying I was committing "insurance fraud". I have an email that I contacted Allstate and asked this question and they said if the accident happened when I had coverage, that I had every right to file a claim (even if I was trading the vehicle in). Between ******** Buick and Vehicle protection, they have cost me LOTS of money that I just did not have. Also, I do not see anywhere in my protection package that they deduct money if you have a claim. Isnt that what insurance is for. Why would that be a charge towards myself. None of this makes sense and I believe that they do not have the correct information and I am due a refund (from both of them). Thank you in advance for your support.

• Initial Complaint

  Date:02/02/2024

  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.

  Vehicle Protection Center has been calling me every couple days for over a month and leaving voicemails. I called today to tell them to stop calling me. The woman I talked to asked if I knew a *********** told her that I have never heard of this person. She insinuated I was lying by asking me how did he called from my number then? I told her I have no clue and I've had my cell number since 2001, I dont know a **** and to stop calling me. This company needs to be held accountable for their bad business practices.

  Business Response

  Date: 02/22/2024

  We do not show a policy for this person in our system. If we have a wrong number for a current customer that we are trying to get a hold of I do apologize. 

  Customer Answer

  Date: 02/26/2024

  The number that was listed on my phone was ************. The phone number that they had me call back was ************.

  Business Response

  Date: 03/12/2024

  If this consumer doesn't have a policy with us, we will remove his name.

  Customer Answer

  Date: 03/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/29/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 cancelled with them and followed their guidelines for refund. They have said that they received my cancellation within the 30 days, so I am due $1000 to be returned to me. I have called multiple times afterwards and they said that it will take 90 to 120 days to get my money back because they have a lot of cancellations. This isn't right for it to take this long, and many of their excuses for why it is taking so long is similar to other complaints for this company (short staff of 3 people, etc.). I would like my refund.

• Initial Complaint

  Date:10/21/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 sent this originally to Mepco but they said they could not do anything so I'm sending something here. I'm asking for a refund and they are not willing to provide a receipt to guarantee that they will provide their refund to me. I would ultimately like a refund and they are saying that they will give it to me but I don't believe they will. I gave them written notice of my cancellation on September 9th and 11th and it was within the 30 day guarantee of their cancellation and refund policy. I disputed their downpayment via Chase and the company said they would not give me my refund without me lifting the dispute first. I didn't believe they would give me my refund back and refused to let the dispute go. The company reached out to **** and said that with them providing documents that I consented to the purchase that they were within their right to go ahead with cancelling the dispute. **** sided with them and said that the dispute can be taken back. They now have my $245.00 again and I have not contacted them about this as of writing this but I see no reason why they would give me my refund back without a fight. You have had many complaints filed about this company and have to know how shady this business is. I was told by the bank I need a receipt guaranteeing they will provide a refund to me in writing.

• Initial Complaint

  Date:10/13/2023

  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 purchased an extended warranty. It wasn't in my budget anymore. I canceled my contract on March 3rd 2023. I started calling in July asking for a refund. About the 90 day mark I was told I would receive it. The man on the phone was rude and argumentive, say we are a staff of 3 when we need 9 people to issues refunds. He said it is pending. I called today 10/13/2023 7 months after and he became aggressive on the road say it is pending nothing I can do about it. I asked for a time frame and he said I don't know it is pending. I just want my refund of full balance.

  Business Response

  Date: 10/30/2023

  Everything has been filed just waiting for the refund check to be issued and mailed.  As soon as we receive the check we will call to verify correct mailing address. 

• Initial Complaint

  Date:10/06/2023

  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.

  A month ago I received a notice in the mail requesting immediate response concerning the warranty on my truck. This mail piece contained information about me as well as my vehicle so I called the number (**************). I was surprised that it was not my actual warranty company but a different one claiming that their offer would cover expensive repairs on my vehicle and I would only have to pay up to 30%. I declined their offer three times after they kept lowering their price for this coverage until they finally talked me into agreeing on a $175 down-payment. Coverage would begin 30 days later and after I put 1,000 more miles on my truck. Yesterday I opened the mail to find an explanation of the policy I purchased. I quickly realized that I was lied to and so I called them and asked for my money back and to cancel my account. The customer service woman by the name of Heather was very rude to me and laughed and insulted me after I threatened to call the Better Business Bureau. I became angry and told her she didn't even know me or who she was messing with and within 20 or 30 minutes later I was receiving spam emails and calls from a health care provider in Missouri, nerdwallet.com, and another scammy looking email about my truck. I rarely recieve spam email, let alone all kinds of spam in such a short time window and the location being Missouri and about my Truck I don't believe is a coincidence which is what the manager told me after I called back. This manager said his name is Thomas Lankowitz and he rufused to give me his or her license numbers. These people are criminals and their organization needs to be shut down!

  Business Response

  Date: 10/11/2023

  We have received his cancelation request and will process his refund. 

• Initial Complaint

  Date:09/27/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  March 2019, My mother, ****** J. *****, paid for a membership to this company. 6 mths later the car, being unrepairable, was signed over the the Subaru dealership. She mailed a letter of cancelation to the company and never heard anything. She called and left msg. She resent the letter 1/14/20. She called in February, they confirmed they had received letter and were working on the refund.
  She even sent letter to the company, who paid the claims, in April. They will check for claims and send check, try to speed process, covid, checking into it. She called every few months and these were the excuses. This goes on and on. She documented every call she made; who she spoke with. Her last call was May 2023, told, "its in processing 30 days." Still no check. She got sick in June and passed August 2023. No idea she had been dealing with this all these years. Now, they state she was told to send a notarized letter of mileage. No way to prove/ disprove that statement, she's gone. I get the impression they have no intention of refunding money. She was an intelligent woman of sound mind and we have friends who are notaries. They keep changing the procedures. None of which are listed. "You may cancel Your membership at any time by simply calling the # or writing to membership office." Nothing about this was simple. I'm writing this for her. They now also sell policies under the name Protection Group.

  Business Response

  Date: 10/13/2023

  We show from our system that the refund is in process.  

  Customer Answer

  Date: 10/17/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is the same response they have given many times over the past 3 years.  This is their delay tactic.  Then the refund never shows up. Many responses to phone calls from my deceased mother; 30 days in  processing, looking into any claims, then we'll send a check. 

  Sincerely,
  
  
  
  *** ******

  Customer Answer

  Date: 10/17/2023

  I will not accept or give a satisfactory response for other consumers to view until i receive a refund from the business and check is cashed and the monies are in my mothers account to help pay her remaining bills. 

• Initial Complaint

  Date:09/26/2023

  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.

  We have canceled this policy but yet they keep trying to take money from my account. We have called and no one is trying to help us. We received an email indicating the policy was canceled but we still get calls daily for payment. We had to stop payments through our credit card and block them. Now they are calling and harassing us for payment.

  Business Response

  Date: 09/27/2023

  This customer called us and activated a policy. He then called back and said he got a better deal. We went over his options, including cancellation. Then a women called in stating she was his wife. She made some demands and we explained all the information was given to *** ********

  The policy is currently active and we have reached out to him in reference to his monthly payment. This customer knows how to cancel this policy but as of today, he has not. 

  Customer Answer

  Date: 09/29/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
   We have canceled the policy numerous times. And continue to request that the policy be immediately canceled. We are currently getting an attorney involved in this matter. 
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Customer Answer

  Date: 09/29/2023

  Maybe they will accept this from you 

• Initial Complaint

  Date:03/02/2023

  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 bought an extended warranty for my 2010 Toyota Highlander in August 2021, for your plan for 2999. 00. The company was vehicle protection center. In September 2021 I traded my 2010 Toyota for a 2018 Toyota Highlander with warranty from factory. I called the company and canceled the warranty protection September 18 of 2021. in their service book it states I can cancel membership at any time by simply calling or writing to membership office at ***** ************** ********* **** I called and they told me to send title transfer a copy to protection group. They received my paperwork on October 4 of 2021. I have been calling them for the last 16 months trying to get refund or why I’m not getting it, they just asked me off. The Minnesota Attorney General tried to get a response from them three times with no response. They suggest a ride and let your office no the problem I’m having with this company on getting my refund.

  Business Response

  Date: 03/20/2023

  We spoke with this customer and explained the situation. We have rectified the issue and the customer seemed to be content.