Complaints

This profile includes complaints for US Automotive Protection Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  US Automotive Protection Services

  100 Mall Pkwy Ste 121 Wentzville, MO 63385-4872

• 

  US Automotive Protection Services

  PO Box 308 Wentzville, MO 63385-0308

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:09/03/2025

  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.

  Prior to 8/27/25 I had been bombarded by US automotive protection services with letters titled FINAL NOTICE pressuring me to finalize my new car coverage saying this coverage was required. On 8/27/25 I spoke with **** and he pressured me to act quickly that and made it seem like this was something I had to have for a brand new vehicle. I told him I would like to speak with my husband on this matter and he refused to let me get off of the phone saying I couldnt call him back. He was bullying me and mocking me for wanting to consult with my husband on this decision. He assured me if I paid the $50 that day I could review the full coverage and booklet that would soon come in the mail. He guaranteed me that if I decided I didnt want this coverage that it was "SUPER EASY" to just call cancel and they would refund me my money NO PROBLEM and no questions asked. I felt uneasy after the call in how pushy and rude the guy was so I called my ********* and cancelled my card # I gave worrying that I had just been scammed. No booklet has ever been received in the mail. I received an email today 9/3 saying my auto draft payment of $168 had been set up no written contract or signature was ever provided to me. I responded back with two emails saying I had not agreed to this and Im formally requesting to cancel. They emailed back and said to call this customer service # I spoke with ***** and he gave me the run around about why I wanted to cancel. He says he "cancelled" the plan however given my experience I don't believe him and I would like official confirmation that this has been cancelled and would like to be put on their do not contact list.

  Business Response

  Date: 09/04/2025

  Ms. ************** you for reaching out. We reviewed the account activity and call recordings associated with your interactions on August 27, 2025, and September 3, 2025. Our review found no wrongdoing; the calls were conducted in a manner consistent with our policies and compliance standards.
  As discussed with our representative, your coverage was cancelled, and the refund was issued in accordance with the terms explained on the call. No further charges will be made to your account. We have also placed your contact information on our do-not-contact list.
  If you need written confirmation of the cancellation and refund, we have sent it to the email on file and can resend it upon request. For any additional questions, please contact us.

  Customer Answer

  Date: 09/09/2025

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

• Initial Complaint

  Date:08/28/2025

  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.

  On August 27, 2025 we received a letter addressed to my wife (although both of us are listed on the title for this car.) The letter is presented as a faux legal document accusing us of either not having insurance coverage for the car, or allowing it to lapse. The letter is structured in such a way as to lead one to believe it is from an official source, not a business. It is headed "Final Notice" and includes the make and model of our car. It includes thinly veiled threatening language such as *** reserve the right to revoke your eligibility for service coverage if you do not meet our criteria." The identity of the sender is only listed in very fine print at the bottom of the page. The letter is clearly meant to deceive the reader into thinking that their insurance coverage is about to lapse and that the car owner may be facing legal and financial penalties. The deceptiveness of this letter is obvious. This business is unethical and their tactics are borderline criminal.

  Business Response

  Date: 09/04/2025

  Mr. ***************** you for bringing your concerns to our attention. We want to clarify that the letter you received was a legitimate marketing communication from our company regarding vehicle service contract options. It was not a legal notice, nor was it intended to suggest that you lacked insurance coverage or that you were facing legal or financial penalties.
  The mailer was designed to emphasize the time-sensitive nature of eligibility for service coverage, and it included your vehicles make and model to ensure accuracy and relevance. However, we understand that you felt the presentation was misleading. Our intent is to provide information about available protection options, not to deceive or cause concern.
  We have removed your household from our mailing list, and you will not receive further correspondence from us.

  Customer Answer

  Date: 09/04/2025

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

• Initial Complaint

  Date:08/26/2025

  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.

  On 8/25/2025 I received a letter form this company impersonating the ***. The letter uses misleading language, saying "Private & Confidential", "TIME SENSITIVE", and "RESPONDE TO THIS NOTICE REQUESTED". The letter does NOT list the company name, return addrress, website address, or email address. It only lists a toll-free number.

  Business Response

  Date: 09/04/2025

  Mr. ************** you for sharing your concerns. We want to clarify that the mailer you received is a legitimate communication from our company. While the letter is intended to emphasize the time-sensitive nature of the service options available, it does not state or imply that it is from the *** or any other government agency.
  We believe the language used in our mailings is clear and accurate when read in full. Our intent is to provide consumers with information about vehicle service plan opportunities, not to mislead or confuse.
  We have honored your request to be removed from our mailing list, and you will not receive any further correspondence from us.

  Customer Answer

  Date: 09/04/2025

  Complaint: 23798382
  
  I have reviewed the business' response and am rejecting it because:
  

  My request was not that you remove me from your list. I want you to stop misleading other Americans who may be more vulnerable to your deceptive advertising. I am not convinced that you are actually going to change your long-time practices and become and honest company.
  
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:08/14/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I open this policy up in July 2024. I pay monthly $137.42. I cancel this policy and want a refund because I was scrammed to open up this policy. I have stopped the payment for this month with this company until this is resolved.

  Business Response

  Date: 08/25/2025

  To Whom It May Concern,
  Thank you for the opportunity to respond to Ms. *************** concerns. We take all customer feedback seriously and appreciate the chance to clarify the actions taken.
  We received Ms. *************** written cancellation request today. Her policy has been successfully canceled, and a prorated refund is being processed. The refund check will be mailed to the address on file: **************************************************
  We want to assure both Ms. ************** and the Better Business Bureau that this is not a scam. US Automotive Protection Services is a legitimate provider of vehicle service contracts, and we are committed to ensuring that our customers understand the terms of their agreements and feel confident in the service they receive.
  We regret any confusion or dissatisfaction that may have led to this complaint, and we appreciate Ms. *************** communication allowing us the opportunity to resolve the matter. If there are any further questions or if additional assistance is needed, we encourage her to contact our *************************** directly.

  Customer Answer

  Date: 08/27/2025

  Accept Business Response

• Initial Complaint

  Date:08/08/2025

  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.

  I continually get mail from this company regarding a vehicle I dont own. They dont include a vin or any other data except to say that my coverage is about to expire.

  Business Response

  Date: 08/25/2025

  To Whom It May Concern,
  Thank you for bringing Mr. ******************** concerns to our attention. We take consumer privacy and satisfaction seriously and appreciate the opportunity to respond.
  We apologize for any inconvenience Mr. ******************* has experienced as a result of receiving marketing mail from our company regarding a vehicle he does not own. As requested, we have removed his name and address from our internal mailing database to ensure that no further correspondence is sent.
  Please note that some of our marketing efforts utilize third-party data sources, which may occasionally include outdated or inaccurate vehicle ownership information. We are continuously working with our vendors to improve the accuracy and integrity of our mailing lists to prevent instances like this from occurring.
  If Mr. ******************* receives any further mail from our company, we encourage him to contact us directly so we can address the matter promptly.

• Initial Complaint

  Date:08/07/2025

  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.

  I have received multiple notices over the last month regarding the warranty on a 2022 ******** XT4 Luxury. The notices have arrived in different styles: official looking letters, typical business letters, and now a pink postcard. No return address is given, just the phone number which is: ************.The problem with this scam is that the notices are always addressed to my mother, who never owned a ******** and who has been deceased for over a year.

  Business Response

  Date: 08/22/2025

  We will remove the contact and address from our database, consumer will no longer receive notices from our business.

• Initial Complaint

  Date:07/29/2025

  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.

  On July 23, 2025, I authorized a $50 down payment with an additional $50 for August 24, 2025 for total of $100, over the phone to USAPS (************* Automotive Protection Services) under the condition that I could cancel the plan with no issue before receiving any booklet or service. I was also told I would receive a confirmation email and a protection card by mail.On July 24, I decided to cancel the coverage and requested a refund. Despite emailing and calling, the company refused to cancel or refund the $50. They continued to pressure me into staying and even insisted the booklet would change my mindeven though it would take 1015 business days to arrive. No written contract or signature was ever provided by me, only verbal agreement.I spoke to a representative named ****, who was combative, dismissive, and refused to honor my cancellation request. I have since submitted a formal complaint to the ***, and now I am filing with the BBB. I also rescinded authorization for the next scheduled automated payment and request that no further charges be made to my credit card.

  Business Response

  Date: 07/29/2025

  Dear BBB Representative and Mr. ************** you for the opportunity to respond to Mr. ***** concerns. We have reviewed his account and can confirm that the coverage was cancelled per his request and a full refund was issued on July 28, 2025.
  We apologize for any frustration Mr. **** experienced during the cancellation process. No further charges will be made to his account, and no active policy remains in place.
  We consider this matter resolved and appreciate Mr. ***** feedback as we continue to improve our customer experience.

  Customer Answer

  Date: 07/30/2025

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

• Initial Complaint

  Date:07/24/2025

  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.

  My name is ******** ********, and I am filing this complaint against US Automotive Protection Services regarding a denied warranty claim under my Diamond coverage plan for a 2019 Infiniti Q50 3.0T.I submitted a claim for a mechanical failure (turbocharger issue), along with receipts showing that I regularly purchased oil and filters for proper maintenance. I performed the maintenance myself and kept all receipts as proof.Despite this, my claim was denied on the grounds that I did not submit a formal service log showing VIN, mileage, and service dates. As a consumer, I was never informed that these specific logs were required for self-maintenance. The policy documents do not clearly state that missing such records would invalidate my coverage. I submitted everything I had in good ******** is extremely unfair and misleading for a warranty provider to deny coverage over technicalities when clear evidence of regular maintenance exists. I believe this company is not acting in good faith and is trying to avoid fulfilling a valid claim.I am requesting that the BBB assist in mediating this issue and that US Automotive Protection Services reopens my claim or offers a fair resolution.Thank you for your time and attention.Sincerely,******** ******** ***********][***************************************][***********, **]

  Business Response

  Date: 07/29/2025

  Dear BBB Representative and Mr. ****************** you for the opportunity to respond to Mr. ********* concerns regarding the denial of his recent claim.
  Mr. ******** submitted a claim related to a turbocharger failure on his 2019 Infiniti Q50 under a Diamond coverage plan. We reviewed the documentation provided, which included two receipts showing the purchase of oil and a filter. While we appreciate that Mr. ******** has made efforts to maintain his vehicle, the receipts did not include key elements required for validating self-performed maintenance under the terms of the contractspecifically, documentation that clearly showed the **** mileage, and service dates corresponding to the covered vehicle.
  The policy requires that maintenance be performed in accordance with the manufacturers specifications. In the case of self-maintenance, the agreement allows for it but also requires a verifiable log or documentation that demonstrates the work was performed on the covered vehicle at proper intervals. This is standard within the vehicle service contract industry, and this requirement is outlined under Exclusion I: Lack of Manufacturers Required Maintenance.
  Because the submitted receipts did not provide sufficient proof that the necessary maintenance was performed properly on the covered vehicle, the claim was denied in accordance with the policy. This determination was communicated to Mr. ******** on July 21, 2025, and further clarification was sent on July 24, 2025, by our team.
  We understand Mr. ******** believes the documentation he provided should have been sufficient. However, in the absence of required service logs or formal repair documentation that includes verifiable mileage, dates, and vehicle identifiers, we were unable to validate maintenance history to the standard required for coverage approval. This is not a judgment on Mr. ********* intent, but a necessary condition of claim eligibility under the service agreement.
  We sincerely regret that Mr. ******** is dissatisfied with the outcome and assure him that our decision was made in good faith and strictly in accordance with the coverage terms.

• Initial Complaint

  Date:07/23/2025

  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.

  I don't want these scammers to contact us in ANY way, shape or form, EVER AGAIN! We DID NOT give them any information, EVER!!

  Business Response

  Date: 07/29/2025

  Dear BBB Representative and Ms. ***************** you for bringing this matter to our attention. We understand and respect Ms. ******** request.
  Her contact information has been immediately added to our internal Do Not Contact list, and no further communication will be made.
  We apologize for any inconvenience and appreciate the opportunity to resolve this promptly.
  

• Initial Complaint

  Date:07/15/2025

  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.

  I have made several phone calls to this company informing them that I already have a warranty on my vehicle and I'm not interested in any service they offer. I have also informed them several times to stop all forms of contact with me and put me on their DO NOT CONTACT list and they refuse to do so. Instead every time I reach out to them about this issue, they choose to be pushy and agrumentative. STOP CONTACTING ME!!!!! I DO NOT WANT ANYTHING YOU HAVE TO OFFER!!!!!

  Business Response

  Date: 07/29/2025

  Dear BBB Representative and Mr. **************** you for bringing this to our attention. We understand and respect Mr. ******* request to not be contacted.
  While companies across the vehicle protection industry send similar notices using publicly available vehicle information, we have placed Mr. ******* contact details on our internal Do Not Contact list to ensure he does not receive any future communication from us.
  We apologize for any frustration this has caused and appreciate the opportunity to resolve the matter.