Complaints

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

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• 

  Atlas Vehicle Protection LLC.

  8921 Veterans Memorial Pkwy O Fallon, MO 63366-3093

• 

  Atlas Vehicle Protection LLC.

  223 Salt Lick Rd # 20 PMB PMB Saint Peters, MO 63376-5974

• 

  Atlas Vehicle Protection LLC.

  223 Salt Lick Rd # 20 PMB PMB Saint Peters, MO 63376-5974

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:11/09/2024

  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.

  FRAUD

  Business Response

  Date: 11/11/2024

  To whom it may concern, 
  We appreciate you taking the time to voice your concerns regarding the vehicle service opportunity you have been received. And we apologize for any inconvenience the letter may have caused.  Just like most companies that provide the same services, consumer information is obtained from a variety of sources, including, but not limited to, public and freely available records and databases, online form submissions, web advertisements, and referral partners. Furthermore, the information in the letter does not indicate that your personal information was stolen, or any purchase was made in your name. We do try to provide the most accurate information and will review this with our marketing team. I would like to assure you your name has been removed from our mailing campaign. Please keep in mind that there are other companies in our industry that could send you additional letters, but rest assured they will not be with Atlas Vehicle Protection. If you have any further questions or concerns, feel free to reach out to our support team on ************. Our hours of operation are Monday-Friday 8-5pm cst. Please note our phones shut down for lunch from 1pm-2pm cst. We have also reached out to you with your request and left a voicemail with our companys name and direct phone number. We have not received a phone call back, so we hope this response will satisfy your concerns. 
  Sincerely,
  
  Atlas Vehicle Protection

• Initial Complaint

  Date:10/26/2024

  Type:Sales and Advertising 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 letter from Atlas Vehicle Protection stating that "attached are your new ID cards for your 2022 ****** IMPREZA service contract. You MUST CALL NOW to activate your cards for the protection of your vehicle to be VALID. Our records indicate that the manufacturer's new car warranty may have expired. So, your exact mileage is required upon calling to activate your new service contract." The cards identified Agent: ******* R Small of Atlas Vehicle Protection and to call the number **************. It had a policy reference number of FNL42906699.First of all, I never bought a 2022 ****** Impreza. I immediately thought my identity had been stolen, but it had not. Upon further research, other people had received similar letters as a scam to get more information. While I understand businesses working to try to expand their customer base, these types of phishing scams are an inappropriate mechanism, causing distress on the receivers of these letters who fear they may be victims of identify theft, etc.

  Business Response

  Date: 10/28/2024

  To Whom This May concern, Atlas Vehicle Protection apologizes for any inconvenience our advertising mail has caused you.  Just like most companies that provide the same services, consumer information is obtained from a variety of sources, including, but not limited to, public and freely available records and data bases, online form submissions, web advertisements, and referral partners. Furthermore, the information in the letter does not indicate that your personal information was stolen, or any purchase was made in your name. We do try to provide the most accurate information and will review this with our marketing team. I would like to assure you your name has been removed from our mailing campaign. Please keep in mind that there are other companies in our industry that could send you additional letters, but rest assured they will not be with Atlas Vehicle Protection. 
  Sincerely,
  Atlas Vehicle Protection

  Customer Answer

  Date: 10/29/2024

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

• Initial Complaint

  Date:10/15/2024

  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.

  The address ************************************************************************************************* is a *** store, not the actual physical location for the Atlas Vehicle Protection place ****** it. Received a letter from this warranty company 10/10/24 with attached ID cards for a 2020 ****** PRIUS policy Ref. #**********. Contacted them this afternoon 10/15/24 at ************** & reported to them that theres a fraud issue: I dont live in **, nor do I own a 2020 ****** Prius. Just told to disregard the letter. Please be advised that this is unacceptable & that the director needs to hold its staff accountable for any & all personal info. Have them verify individual identities please.

  Business Response

  Date: 10/18/2024

  To whom it may concern, Atlas Vehicle Protection apologizes for any inconvenience that the notice you received has caused. Atlas Vehicle Protection receives information from several different sources for our marketing. We have started a review of our marketing sources to see why this information was incorrect and to ensure that we are providing the most accurate information possible. Atlas Vehicle Protection has removed you from our mailing list and you will no longer be receiving any additional notices from our office. Please note that there are other companies in our industry that you might receive additional notices from. Again, we apologize for this inconvenience. If you have any additional questions or concerns, please contact our Customer Support Team at ************. Monday Friday 8AM 5PM CST, please note that our phone turns off from 1PM 2PM for lunch. Thank you very much for reaching out to us about your concerns. 

• Initial Complaint

  Date:10/11/2024

  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.

  My car has been at ****** automotive services since May 6, 2024. I was offered a warranty in November 2023, paid $300 upfront, and continued with monthly payments of $130 until June. As a single mom, this coverage was crucial for **** let my coverage lapse for one month but reinstated it on March 28, 2024, paying through April. I believed my warranty would be active after 30 days of reinstatement, so I took my car in on May 6. After my water pump went out. Water pump is covered under my contract and my water pump going out created water in my oil and coolant, given the water pump is inside of the engine ran by the tensioner. So I need a new engine. My contact will be attached. However, I was denied coverage due to a 1,000-mile stipulation that was never even a thing after reinstatement. I was informed my claim was denied, after calling once again. They had figured out the thousand miles stipulation wasn't involved no one let me know or communicated with me that they were going to approve my repair. The lady said they denied it because of no oils receipts and they needed three of them and because I let my contract lapse and I didn't reinstate because they denied coverage for my car. why would I pay for my car if I don't have it. And It was still at the mechanic shop which is still at the mechanic shop since that day I took it there. It was denied. when I went to pay my $130 before I even knew they were going to approve it. They hang up on me. They didn't want me to pay it so they could lapse my warranty not to pay for my engine to get replaced. Otherwise why wouldn't they not contact me about my approval and the oil change receipt I do have a valid oil change receipts within my contract directions. So because I didn't pay my contract when my contact should have been approved way before it was canceled due to their mistake or miscommunication of a thousand miles having to be ********* therefore I feel as if they need to fix my car. As I held up my part!

  Business Response

  Date: 10/14/2024

  To Whom it May concern we do apologize for any inconveniences and also understand everyone is entitled to their opinion regarding a situation when it comes to a consumer's experience. We also take the time to respond to the reviews accordingly because there is more than one side to every situation. Please understand that Atlas is just the activation center, and we do not approve or deny claims on are end. You were set up with ************** there the ones that held the coverage on your vehicle, and they are the ones who judicate claims. Upon further investigation, the claim was denied due to not being outside of your ***** period which was gone over with you on the day you reinstated. We understand your frustration and have tried to reach out to you more than once to clarify the issue but you're not available. You never reached out to Atlas for assistance with the claim denial, so we were unaware there was any concerns at hand. Upon further discovery we did review the call, and the representative did go over the ***** period with you in full. Please feel free to reach out to us to see if there is anything else that can be done thank you.

• Initial Complaint

  Date:08/30/2024

  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 the ****************** on 08/23/2023 and has timely paid my monthly dues. On 08/29/2024, I called them to request service based on my coverage and they told me that I was not covered due to an accident that the car had before my ownership and the beginning of the policy. I told them that I didn't know that there was an accident prior to my ownership and that they should have found out prior to issuing the policy. I also told them that if I was never covered due to this issue prior to issuing the insurance policy, I wanted the money back because I never qualified for them to write the policy in the first place. The agent told me that she was going to contact her supervisor and she was going to call me back. I never received the call back. I would like my money back based on the fact that they were never supposed to write a policy on a car that didn't qualify for insurance. I'm 77 years old and I feel they took advantage of me been a senior to make me buy the insurance based on their lies.

  Business Response

  Date: 09/02/2024

  We have already been in touch with this customer and have everything resolved. We have sent her funds to her overnight and handled all the dispute with the customer, we will be in further touch with them to make sure the funds were received and to make sure the customer doesn't need any further assistance.

   

   

• Initial Complaint

  Date:09/11/2023

  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.

  I was called on 6/14/23 regarding an extended warranty for my 2012 Buick Verano. At first, I was not interested until I was told to hear the caller out. I was offered a discounted start up rate of $100 in which I was told that my car would be repaired in the event of any repairs needed after the required waiting period was fulfilled. 2 months and 2 payments later of about $130 my car stopped while driving on expressway. I had it towed to a local repair place and the repair facility contacted my "extended warranty provider". 3 weeks later someone came out according to the repairman. I was told that he checked a couple of things and wanted him to remove a part that was inside of the engine, in which was no issue but asked didn't see how it pertained to seeing what was wrong. Days and calls later with no response, I decided to call and was first told by the company that an email had to be sent and that I would have to wait on a call back. That seemed weird to be as it has already been at the repair place for almost a month now. I finally spoke with someone who advised me that my claim was denied due to "preexisting issue". I didn't understand how that logic came about when the car was drivable and the miles showed it, over 1000 miles to be exact. I then asked can I dispute the decision and was told no. I believe this is FRAUD as this is supposed to be an extended warranty and the car is not a NEW CAR. On top of that I was called and offered not be seeking coverage. This inconvenience has caused me to miss work, money and just a general sense of trust. Please HELP ME resolve my issue. The repairmen says that it doesn't seem right as well. Any help will be gladly appreciated. Thank you in advance.

  Business Response

  Date: 09/18/2023

  To
  Whom it May Concern,
  
  We apologize that the claim was denied due to long term normal wear and tear
  and doesn’t fail within a month. After contacting Integrity Vehicle Group
  regarding the denial reason, and because they are the company that handles your claims. Atlas Vehicle Protection is your
  selling agent. Your vehicle was set up with coverage on June 14/2023, with 97,321
  mileages. Your policy that was mailed to you back 6/20/2023, included all the
  items that are covered under the policy you purchased.
  
  The Inspectors unfortunately do not approve
  claims, they only send the Inspection Reports to the claims adjusters who then
  approve or deny a claim based off the list of covered components and terms and
  conditions. It was proven the failure was a long-term failure /preexisting
  condition prior to the policy being activated. Due to the diagnostic and the
  shops’ findings, the specific failed component is proven not to fail in such a
  short time. For this reasoning, the claim will remain denied.
  
  Atlas Vehicle Protection strives to provide the highest
  customer satisfaction with all our customers, so regarding these concerns we
  have started an internal investigation to ensure that all processes and
  communications with our customers meet the highest level of standards.
  
  To resolve this issue, we have
  issued a pro-rated refund to Ms. ****** per the terms of the purchased
  contract. This will be sent via check through USPS and should be
  delivered in the next 10 to 15 business days. If you have any additional
  questions or concerns, please contact our Customer Support Team @ ************
  Thank you,