ComplaintsforUS Automotive Protection Services

Auto Service Contract Companies

Current Alerts For This Business

Pattern of Complaint:

Better Business Bureau is advising consumers to use caution when considering doing business with US Automotive Protection Services. BBB has received a pattern of consumer complaints and negative customer reviews alleging misleading advertising, high-pressure sales tactics, failure to cancel contracts after a consumer has requested cancellation, failure to provide refunds, failure to make repairs and poor customer service.

On April 3, 2023, BBB sent a letter to the company with its concerns. The company did not respond.

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Initial Complaint
08/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I would like to discontinue all communications with this "business".
Business response
08/09/2024
Dear ******************,
Thank you for contacting us. We have promptly removed your name and address from our mailing list. You will no longer receive any communications from our company.
We apologize for any inconvenience this may have caused and appreciate your understanding.
If you have any further questions or need assistance, please feel free to reach out.
Customer response
08/09/2024
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
08/05/2024
Complaint Type:
Billing Issues
Status:
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.
Received a notice in the mail that I owe them $199. I have never worked with this company before and do not know who they are. They did not leave any contact information on the letter other than the phone number. I do not know how they got my information. They dated it July 12 when i received the letter today (aug 5th) and supposedly have till aug 12th to pay as it is the "final notice" when I've never worked with them, don't know them, and never received a notice before from them.
Business response
08/06/2024
Dear **************,
Thank you for bringing this matter to our attention. We apologize for any confusion or inconvenience this may have caused.
We would like to clarify that the notice you received was not a bill but an offer for coverage. Our intention was to inform you about the available protection plan options for your vehicle.
According to our records, we have already removed your information from our mailing list, and you will not receive any further offers from us.
If you have any additional questions or concerns, please do not hesitate to contact us.
Initial Complaint
08/03/2024
Complaint Type:
Product Issues
Status:
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.
In the month of May 2024, I received a pink slip "Motor Vehicle Notification" in the mail with my full name, address, my car VIN, make, and model, stating that I needed to activate the protection plan for my vehicle. It uses urgent phrasing such as "Final Notice" and "By neglecting to activate your protection program you will be responsible for paying all repairs out of pocket". This is my first time dealing with such a thing and I was under the impression that it was necessary to receive notices and repairs for potentially dangerous factory defects. It was not. Upon paying ****** and receiving the booklet, this was apparent. But when I called, the lady tried for so stupidly long to convince me to take a lower price, but I refused. She would not issue the refund. In fact, I made this call before the next payment was charged to my card. And they still charged me another ******! This is in total ****** taken from me with no refund and I demand it back for that stupid scam and refusal. It's more than two weeks' pay for me.
Business response
08/06/2024
Dear ****************,
Thank you for bringing this matter to our attention. We apologize for any inconvenience you have experienced and would like to address your concerns directly.
You purchased coverage on May 31, 2024, and contacted us to cancel on July 1, 2024. Our representative did cancel the coverage during that phone call. However, the first monthly payment was scheduled for the same day and had already been processed, as was explained to you during the call. It was also explained that after 30 days, any refund would be prorated and that we would need a cancellation letter to process any refund due.
We understand your frustration and will proceed with processing any refund due to you without requiring the cancellation letter. The refund will be mailed to the address we have on file:
*************************
****************
********************
We apologize for any inconvenience and appreciate your patience. If you have any further questions or need additional assistance, please feel free to contact us.
Customer response
08/08/2024
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.
If for some reason I never receive a refund, I may make contact again. Thanks so much for your assistance.
Sincerely,

*************************
Customer response
08/12/2024
Today, 8/12/24, I received a check as refund from US Automotive Protective Services. However, I do not understand why this is not the full amount of the refund and I would like to understand why.
Business response
08/16/2024
Dear ****************,
Thank you for your recent communication and for giving us the opportunity to address your concerns regarding the refund you received.
We understand your confusion about the refund amount and appreciate your patience in this matter. To clarify, when you initially contacted us to cancel the coverage, the refund process was explained to you. The refund issued was calculated based on the terms of your policy and the timing of your cancellation request.
Since the policy was purchased on May 31, 2024, and you requested cancellation on July 1, 2024, the refund was prorated according to the coverage period used. The initial payment of $100.00 and the subsequent $189.00 charged were for coverage and administrative costs during the period before cancellation. The prorated refund reflects the unused portion of the coverage as per our policy terms.
We have processed the refund as per the terms of the agreement and have issued the amount that corresponds to the unused portion of your coverage. Please contact our customer service team at ************ if you have any questions. We are here to assist you and ensure all your concerns are addressed.
Thank you for your understanding.
Customer response
08/16/2024
Complaint: 22087423

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

I am going to restate that the service was not as all required for me to purchase, as the pink slips particular wording made it seem, it was not required for me to be able to perform factory defect repair work on my vehicle, and I did not use or want this service at all. I still want a full refund. I canceled it as soon as I realized what it really was, when I received the booklet in the mail, and the next months payment had not been charged to me yet.

Sincerely,

*************************
Business response
08/26/2024
Dear ****************,
Thank you for your continued communication regarding this matter. We understand that you are dissatisfied with the prorated refund and would like to provide further clarification.
After thoroughly reviewing your case and the timeline of events, we can confirm that all procedures were followed according to the terms of the agreement. As previously explained, the refund you received was prorated based on the coverage period that was active before your cancellation request.
We appreciate your perspective; however, as the service was available to you during the time before cancellation, the refund remains prorated. There was no wrongdoing on our end, and we have issued the appropriate refund in accordance with the policy terms.
We regret that this resolution does not meet your expectations, but we must adhere to the agreed-upon terms and conditions of the coverage plan.
If you have any further questions or require additional assistance, please feel free to reach out to our customer service team at ************. We remain committed to addressing any concerns you may have.
Thank you for your understanding.
Customer response
08/27/2024
Hello. Please excuse me for requesting to reopen this thread, but I am still very much upset by the solution that was reached. I have not cashed the check I was sent because it is not the full amount I require refunded. I am holding onto it in a secure location.
I have proven with a photo of the pink slip in the mail that this business is responsible for intentional deceptive trade practices which is illegal under federal and state law. If this matter cannot be resolved peacefully, I presume that I could then take legal action. This is entirely not preferable, but this is a matter that I consider theft and I still want my refund in full for both charges upon my account.
Initial Complaint
07/29/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date of transaction: July 26, 2024 Amount paid: $100.00 with future $218/18 months. They attempted to provide me a diamond package car warranty. I have received this final notice a handful of times. Somehow I finally fell for this scam. FINAL NOTICE Notice Date: July 5, 2024 Phone Number: ************** Record ID: ********** Coverage: PENDING Respond By: July 26, 2024 Call to verify the above information Before the respond date expires!Read below for more information Record ID: *********** RESPONSE TO THIS NOTICE REQUESTED **TIME SENSITIVE***ATTENTION: ******************* This letter is to inform you that the coverage on your 2018 CHEVROLET CRUZE may be expiring or may have already expired. Please contact ************** today to get your coverage up to date.Without coverage in place, you are at risk of being financially liable for any and all repairs. However, you still may have time left to activate coverage on your vehicle before it's too late. No inspection will be required and final acceptance is subject to your ability to meet eligibility requirements.We reserve the right to revoke your eligibility for service coverage after 5 days.Call IMMEDIATELY as this will be our FINAL ATTEMPT TO NOTIFY YOU 1-888-***-6870.With some fake voucher to the amount of $199. What I didnt notice and what was not foreclosed to me until the end of the call after receiving bank information was that they were not connected through my dealer or leasing company. I already pay for insurance and it provides me with everything whatever warranty would. The man was very hostile, rude, and impatient over the phone, as I was trying to to check the legitimacy of this company to my leasing company, without giving me time to think I ended up giving him my debit card information. All I want is a refund amount of $100 and a cancellation of whatever coverage this is.
Business response
08/06/2024
Dear ******************,
Thank you for reaching out and sharing your concerns. We understand your frustration and would like to address your complaint directly.
We want to assure you that our service is not a scam. Our extended coverage works similarly to other car warranties, where you continue to visit your dealer for any required services. However, we acknowledge the concerns you have raised regarding the communication and conduct during your interaction.
As per your request, we have canceled your coverage effective today and issued a refund of your down payment of $100 back to your card. We apologize for any inconvenience you have experienced during this process.
If you have any further questions or need additional assistance, please feel free to contact us.
Thank you for your understanding.
Customer response
08/08/2024
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
07/29/2024
Complaint Type:
Customer Service Issues
Status:
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.
I mistakenly signed up for a warranty policy with this company and have been needing to cancel but can&#**;t reach anyone in customer service. I changed my bank card number so they could not charge me. I would just like this account closed.
Business response
08/06/2024
Dear ****************,
Thank you for bringing this matter to our attention. We apologize for any inconvenience you have experienced.
We confirm that your warranty coverage was canceled, and a refund was processed on July 30, 2024, as per your request. If you have any further questions or need additional assistance, please do not hesitate to contact us.
Thank you for your patience and understanding.
Initial Complaint
07/25/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I bought a new Tesla Model Y on 1 July 2024. US Automotive Protection Services stole my information and mailed me a fraud Yellow "Notification" on 8 July, asking me to provide information for my car warranty through a number. I thought it was from Tesla/DMV for document processing, so I called them and provided my credit card information. The next day I noticed I signed up a warranty service (contract # MRT241785) with this company and it charged me 100$ for down payment. As my new car has the warranty from Tesla itself, I called the company to cancel it, someone answered the call and told me I was in the wrong department. I tried to call other departments together with the same number for more than 10 times, but never connected. I searched the company, noticed its bad reviews, and worried about my cancellation and refund.
Business response
07/26/2024
Dear ******************,
Thank you for bringing this matter to our attention. We apologize for any confusion or inconvenience you have experienced.
Our records indicate that you contacted us on July 8, 2024, and were transferred to the correct department to handle your cancellation request. Unfortunately, it appears that you hung up before a representative could assist you, possibly due to high call volumes on that day, which is a common occurrence on Mondays.
Upon receiving a notification from your card company regarding a dispute of the $100 charge, we promptly refunded the amount and canceled the coverage on July 12, 2024. Since then, there has been no further interaction with you.
We assure you that we strive to provide excellent service and are committed to resolving any issues our customers may face. While we may not be Tesla, we work closely with them and other reputable companies to ensure quality service for our customers.
Your account has been closed, and the $100 charge has been refunded. If there is anything else we can do to address your concerns, please do not hesitate to contact us.
Initial Complaint
07/25/2024
Complaint Type:
Product Issues
Status:
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.
They sent me a notice letter about my cars warranty plan. So I gave them a call and they said its only $100 on 6/26/2024 for a 4 year coverage plan on the car which at the time I thought it was a good idea cause i had just bought the car, also mentioned they would send the policy book within the week and I never received anything. But then today 7/25/2024 I was charged $200.78 for the plan of an 18 month installment fee which I dont recall agreeing on. I gave them a call same day asking for a cancellation and refund and they told me it was past the cancellation date of ********************************************************************************************** the coverage plan that I didnt want to continue. They told me that I would have to send them a written statement to cancel my plan and refund the money which they responded that it would take 30 business day to even process. Terrible customer service provided. I asked to go through with the refund process and the person on the line said how bout you take advantage of the time you have on the plan till next month and if you still dont want to continue we can go through the cancellation process then. I had told him 2 or 3 times i wanted to cancel and get my refund and he never walked me through the process and he still told me to wait till next month. On top of that I called again to speak with a manager and they sent me a senior representative and after asking for a refund and cancellation they told me that they couldnt do a refund because it was all through the computer and due to it being an authorized automatic payment all they could do is cancel the plan which makes no sense what so ever cause I have not heard any other company do that. I would just like to get my refund and cancel anything that I have with them
Business response
07/26/2024
Dear ********************,
Thank you for bringing this matter to our attention. We apologize for any inconvenience you have experienced.
Our records indicate that your coverage was purchased on 6/24/2024. According to the terms of the policy, which were emailed to you on the day of purchase and mailed to you on 6/27/2024, the contract is fully refundable within the first 30 days. After the initial 30 days, the refund becomes prorated.
Your request for cancellation on 7/25/2024 falls outside the initial 30-day full refund period. Therefore, any refund due will be prorated based on the time the coverage was in effect. As per policy requirements, we require a written cancellation request to process the refund.
We will proceed with processing any prorated refund that is due at this time. The refund will be mailed to the address on file. Please note that Paylink, the finance company managing your payments, does not handle cancellations or refunds of policies; this is managed directly by our office.
We strive to provide excellent customer service and regret any frustration you may have felt. If you have any further questions or concerns, please do not hesitate to contact us.
Initial Complaint
07/24/2024
Complaint Type:
Billing Issues
Status:
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.
Stop sending in the mail solicitation by US automotive protection services I'm tired of the letters to the house
Business response
07/25/2024
Dear ******************,

Thank you for bringing this matter to our attention. We apologize for any inconvenience our mailings may have caused you.
We have removed your information from our mailing list, and you will no longer receive any solicitations from US Automotive Protection Services.

If you have any further questions or need additional assistance, please do not hesitate to contact us directly.
Initial Complaint
07/23/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have requested to cancel my policy with this company and every time I call for my $100 deposit back, they place me on hold and don&#**;t come back to the phone.
Business response
07/24/2024
Dear ****************,
Thank you for bringing this matter to our attention, and we apologize for any inconvenience you have experienced.
We are pleased to inform you that we spoke with you today regarding your coverage. We understand that you are currently comparing our coverage with the one included in your loan before making a final decision on cancellation.
Please rest assured that we will honor whichever choice you make. If you decide to cancel, we will process your request promptly and refund your $100 deposit. If you choose to retain the coverage, we are here to support you in any way we can.
Should you have any further questions or need additional assistance, please do not hesitate to contact us directly.
Initial Complaint
07/23/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been trying to cancel the services from this company for a couple of weeks. I called on June 25th, 2024 at that time I was told it would be canceled. Since then I have received a notice of delinquency. I've sent emails stating that I want to cancel but do not get a response back. When I call, they state that they need a bill of sale saying that I don't have the vehicle any longer. I've called numerous times and always get the run around saying I need this and that but its always different depending on who I am talking to. I just want to CANCEL the services because I no longer need them! The business is not resolving the problem. I do not understand the need for a bill of sale as I am just trying to cancel the services I no longer want. I have read that this company has a history of making it extremely difficult to cancel services and prey on those who fall for this scam.
Business response
07/24/2024
Dear ******************,
Thank you for bringing this matter to our attention. We apologize for any frustration you have experienced in attempting to cancel your services.
We would like to clarify that the requirement to provide a bill of sale is stipulated in your contract. This document is necessary to verify the ending mileage of the vehicle, which is crucial for calculating any applicable refund. We assure you that there is no intent to cause you any difficulty; we are simply following the contractual obligations.
The delinquency notice you received was issued because your payments were put on hold while we awaited the necessary cancellation documents. To expedite the process, we will proceed with canceling your coverage immediately. However, if you are seeking a refund, you will need to submit the documentation outlined in your contract, including the bill of sale.
If you have any further questions or need additional assistance, please do not hesitate to contact us directly.
Customer response
07/26/2024
Better Business Bureau:

A refund was never requested. Your cancellation of the contract is satisfactory. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************

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