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: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 I also rescinded authorization for the next scheduled automated payment and request that no further charges be made to my credit card.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:07/10/2025

  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.

  Recently bought a used car and am getting bombarded by their f****** ANNOYING scare tactic JUNK MAIL stating I need to call them to ensure "no lapse in coverage". B**** I HAVE NO COVERAGE, IT'S A USED CAR, SOLD AS IS AND IS 10 YEARS OLD, F*** OFF. I HATE the fact that merely registering my car with my state's vehicle department means it's open season to have my info sold to these shitstains of society. They can seriously go f*** off, I know better but someone else who may not can get roped into their scam.

  Business Response

  Date: 07/14/2025

  Dear Mr. *************** you for reaching out to let us know about your concerns. I understand how frustrating it can be to receive unwanted mail, and I apologize for any inconvenience our notices have caused.
  We take these matters seriously and will be glad to remove your information from our mailing list as quickly as possible. To ensure we locate your record accurately, we will need either the complete mailing address where you are receiving the mail or the record ID number printed on the mail piece itself (usually shown near the address panel or in the reference section).
  If you can reply with either of those details, we will process your removal request immediately. In the meantime, please know that your feedback has been noted, and we respect your preference not to receive any further communications from us.
  Thank you again for bringing this to our attention, and we appreciate your patience while we resolve your request.

• Initial Complaint

  Date:07/06/2025

  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.

  Continued unsolicited mail from this spam company. Remove names and address from any database and any future contact.

  Business Response

  Date: 07/14/2025

  Dear BBB Representative:
  Thank you for providing us the opportunity to address Ms. ******* concerns.
  We sincerely regret any frustration caused by receiving unwanted mailings. We have permanently removed Ms. ******* name and address from all internal mailing lists and marketing databases to ensure no further contact is made.
  Please be assured that no additional solicitations will be sent. If she should receive any further communication in error, we welcome her to notify us immediately so we can investigate and resolve it promptly.
  We appreciate the opportunity to address this matter and confirm the request has been completed in full.

• Initial Complaint

  Date:07/04/2025

  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.

  I purchased an extended warranty for my 2014 **** Edge- Gold Plan. Supposedly all ***airs should be covered under the plan according to the *** and employees. I started the plan in Feb 19 2025 and paid ****** a month for it. My vehicle has issues with the engine, air condition, front headlight, window wiring, horn and front end with left side in terms of steering. I talked several *** before I took my car to **** Dealership to get it ***aired. Under the warranty I was only going to have to pay $100 deductible to get the parts fixed. Well my car has been at the dealership since June 13 and havent had a vehicle since. I have to pay $973 to get my car out of the shop and the dealership couldnt fix anything because the warranty company said its not covered. Ive been on the phone with them several times last week and this week to get my vehicle fixed under warranty and they arent paying anything. The dealership wanted $6200 for me to get the ***airs done. I called the warranty company yesterday to cancel the policy and get my money back since I never used it. The warranty company gave me a hard time on canceling the policy and the advised me that I cant get my money back that *** paid for this warranty. The *** exact words was we are like car insurance even if u dont use it u still have to pay and u cant get your your back. Im very irritated and ****** that I signed up for this warranty plan and didnt get what I paid for and also that I cant get my money back since I never used the service. I told them I was going to put a complaint into the BBB and they said go ahead and nothing going to *********** no rental car while my car has been in the shop which I was supposed to be to get one while the work is getting done. I want my money back and also I want to put this company on blast for misleading customers and false advertising. This is not how you do business or handle business and keep customers.

  Customer Answer

  Date: 07/05/2025

  I need to remove the photo with my personal information on it dont want that going public or give the public my information just my complaint and the other photos are fine but the one photo with my policy number and personal information to please be removed thank you 

  Business Response

  Date: 07/14/2025

  Dear BBB Representative:
  Thank you for giving us the opportunity to respond to Mr. ********* concerns regarding his vehicle service contract and the associated claim.
  
  Background and Claim History
  1. Policy and **************************start="494" data-end="497"> Mr. ******** purchased a Gold Level vehicle service contract on February 19, 2025. The Gold Level plan provides coverage for a defined list of components, which are itemized in the contract materials and Declarations Page. It does not provide bumper-to-bumper coverage for all vehicle systems.
  2. Claim Filing and *******************start="834" data-end="837"> On June 25, 2025, Mr. ******** filed a claim after taking his 2014 **** Edge to a **** dealership, reporting multiple concerns including:
  Slipping transmission
  Air conditioning issues
  Headlight, window wiring, and horn malfunctions
  Steering concerns
  3. Independent Review and **********************start="1150" data-end="1153"> After receiving the estimate and discussing details with the repair facility, the claims team confirmed the diagnosis:
  The primary issues were related to Ignition Coil #2 and a restricted catalytic converter.
  No mechanical failure was reported with the transmission itself.
  Based on this diagnosis and comparison to the Gold Plan coverage list, it was determined these parts were not covered components under the plan.
  As a result, the claim was denied under Exclusion #1 (Components Not Listed for Coverage).
  4. Notification and Communication
  The claims team contacted Mr. ******** by phone and email to explain the denial in detail.
  The dealership verified that the estimate matched the diagnosis.
  Multiple customer service team members explained the coverage provisions and addressed his questions.
  
  Response to Misrepresentation Allegation
  We understand Mr. ******** believes he was told all repairs would be covered similarly to a manufacturers warranty. We take such concerns seriously.
  While we cannot comment on every detail of the sales conversation, the written contract materialsincluding the Declarations Page and the vehicle service agreementclearly define which components are covered and list the exclusions. These documents were provided at the time of purchase, and they govern all claim determinations.
  
  Rental Car Coverage
  Under the Gold Plan, rental reimbursement is only provided if a covered repair is authorized. Since this claim was denied as not involving covered components, rental reimbursement was not applicable in this case.
  
  Cancellation and Refund Request
  1. Cancellation Request Handling
  Mr. ******** contacted the company on multiple occasions between June 26 and July 3, 2025, requesting cancellation and a refund of all amounts paid.
  Customer service representatives explained that vehicle service contracts are not like insurance and that prior coverage periods are not refundable after the time has elapsed.
  This is because the contract provides coverage during that time, regardless of whether the customer files a claim.
  2. Refund ***************start="3361" data-end="3364"> As stated in the contract, any refund upon cancellation is calculated as either:
  A pro rata refund based on time or mileage remaining, minus any claims paid, or
  A flat cancellation fee, depending on the terms of the agreement and the cancellation date.
  Since no approved claims were paid, a pro rata refund is pending and will be issued accordingly.
  
  Next Steps and Customer Support Commitment
  1. Refund Processing
  The policy cancellation is already in process, and the pro rata refund calculation is underway.
  Once the refund is finalized, confirmation and payment will be issued directly to Mr. *************** Documentation
  *************** needs a replacement copy of the Declarations Page or coverage booklet for his records, these can be provided upon request.
  3. Further ******************start="4216" data-end="4219"> *************** wishes to submit additional documentation or believes the repair included covered components not listed in the original diagnosis, the company remains open to re-reviewing the claim with supporting materials.
  4. Contact ********************start="4473" data-end="4476"> For questions about the cancellation or refund status, Mr. ******** may contact:
  US Automotive Protection Services *************************start="4616" data-end="4619">
  We regret Mr. ********* disappointment and appreciate the opportunity to clarify how coverage determinations were made in this case. Our team remains committed to resolving any remaining questions fairly and professionally.

  Customer Answer

  Date: 07/14/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.  I want my money refund and policy canceled!
   
  Sincerely,
  
  ****-******** ********

• Initial Complaint

  Date:06/27/2025

  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.

  Refuse to close account Paying for over a year and not Able to use the account at my ************* dealership Tried to close account and the sent It to someone else to try and collect my money(pay link direct Stop payment at this *************************************

  Business Response

  Date: 07/03/2025

  Dear Better Business Bureau and Ms. *************** you for giving us the opportunity to respond to Ms. ****** concerns about her vehicle service coverage. We regret any frustration she has experienced and would like to provide the following clarification. Our records confirm that ****************** contract was formally cancelled on May 30, 2025, in accordance with her request. Upon receipt of the cancellation notice, all coverage was terminated, and no further payments were processed by our office.
  Per the terms of the agreement, a prorated refund was calculated based on the time and mileage remaining on the contract, less any applicable administrative fees. That refund has already been processed, and the refund check is currently in the final stage of issuance. The check is being mailed to the customers address on file at ***********************************. We expect the check to arrive within approximately 710 business days, depending on postal delivery timelines.
  We also understand Ms. ****** concern about not being able to use the coverage at her preferred ************* dealership. While many dealerships do accept our contracts, each repair facility operates independently and retains the right to decline third-party administrators. In these instances, customers are able to utilize any ASE-certified repair facility as outlined in the agreement. We recognize this situation can be inconvenient, and we sincerely apologize for any confusion it caused.
  Ms. ***** has requested no further contact from our business, and we will fully honor this request. Once the refund check has been delivered, her account will be marked as Do Not Contact, and no further communication will be initiated by us. Should Ms. ***** wish to confirm receipt of her refund or request any supporting documentation, she is welcome to reach out to us by phone or email at her discretion, but we will not proactively contact her after the refund has been completed.
  We regret that this experience did not meet Ms. ****** expectations and appreciate the opportunity to clarify the status of her account. We consider this matter resolved upon delivery of the refund check.

• Initial Complaint

  Date:06/20/2025

  Type:Billing 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 inferred was updated car warranty. Car dealership unaware of company. was advised updated policy wouldbe emailed and kcould cancel untime within 30 days. No policy has been recieved and agent **** ******* advuses ahe kcan niot cancekl as I do not understand the policy My card was immediately charged $100 and was told in July further charges would be made

  Business Response

  Date: 06/25/2025

  Thank you for the opportunity to respond to this complaint.
  We have reviewed the account associated with Order Number **********. The customer enrolled in coverage on June 20, 2025. However, following the initial call, the customer contacted us again later that same day and requested to cancel the policy. We honored the cancellation request immediately, and the policy was voided that same dayJune 20, 2025.
  At the time of enrollment, a one-time payment of $100.00 was processed. Since the cancellation occurred within the same day, that amount was promptly refunded back to the original payment method. No additional charges were made, and no future billing is scheduled or pending.
  We apologize for any confusion the customer experienced and want to assure them that the coverage was canceled per their request, no policy remains active, and all funds have been returned.

• Initial Complaint

  Date:06/19/2025

  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.

  Called company to ****** extended warranty. They temporarily stopped billing, but would not cancel this policy without odometer verification and bill of sale as this car was sold back in October of 2024. They threatened to continue to bill me if I didnt send all of these documents along with a notoriety letter canceling. I couldnt believe that I had to go through all of this just to cancel a policy Im no longer using. It seems like very shady practices.

  Business Response

  Date: 06/25/2025

  Thank you for the opportunity to respond to this complaint.
  We have reviewed the account associated with Order Number MRT235346 and would like to provide some clarity regarding the cancellation process.
  On record, the customer contacted us to cancel their policy after the sale of the covered vehicle in October 2024. At that time, the policy was placed on a temporary billing hold as a courtesy, pending receipt of the required documentation to process the cancellation and determine any applicable refund.
  As outlined in the contract, cancellation due to the sale of the vehicle requires verification to protect both the customer and the administrator. Specifically, we request:
  A copy of the bill of sale or proof of transfer of ownership.
  A photo of the vehicles odometer at the time of sale or last possession.
  A signed, dated cancellation request.
  This process is in place to ensure accuracy and compliance with policy terms and industry standards. At no point was there any intent to be deceptive or burdensome. Our representatives are instructed to provide clear guidance and support through the cancellation process.
  We understand that the customer may have found the requirements inconvenient; however, the documentation is necessary to prevent unauthorized cancellations, verify final mileage for refund calculations, and confirm vehicle status. We apologize if the process was perceived as threatening, as that was not our intention.
  To resolve this matter, we are happy to cancel the policy upon receipt of the requested documents. Once the documentation is received, we will finalize the cancellation and ensure that no further billing occurs.

• Initial Complaint

  Date:06/18/2025

  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.

  My warranty company was first denied by the actual ****** dealership because of their previous experience with my warranty company then the warranty company came up with excuses reason to deny me of the same service claim when I took my vehicle to an *** repair location and I tried to get addressed later. They even told me they didnt believe me and didnt know if I had it repaired already and just trying to get them to fix something that already has been fixed. So, I could split the money with the repair shop. The service was for the A/C possibly of being replaced nothing to do with the drivability of the vehicle, but they said my claim was being denied because of continuous use of the vehicle during the winter months when A/C is not a factor. I have already requested a refund of monies paid for a warranty that they want to honor. I have already request copies of the denial of the first repair request with the dealership and requested a copy of my denial letter of the *** repair shop as of today June 6, 2025. no response back from the ****************. I first requested service with the ****** Dealership on July 2, 2024, and this was when the dealership came back to me and said they were sorry, but they have had bad experience with my warranty company and wasnt going to work with them. I called the warranty company that day and told them what happened, and I was just told when I was ready to take my vehicle to an *** location. I was not told anything about a time limit was involved or a cutoff date for my service to be completed. I spoke with the ************** Advisor named ****. He stated that he didnt see why the Merit section would deny my claim especially since the A/C wouldnt have been used in the winter months, but he couldnt get them to reverse their already denied decision on my claim. **** offered me two free months of service to extend my contract. I told him what good are those two months when I am being denied service today? I asked to cancel.

  Business Response

  Date: 06/25/2025

  Thank you for the opportunity to address the concerns raised in this complaint.
  After reviewing the customers file and the complete communication and claim history, we would like to provide the following clarification regarding their experience.
  Claim History and Denial Explanation:
  The customer first attempted to file a claim related to their air conditioning system on July 2, 2024, by visiting a ****** dealership. At that time, our records indicate the customer was informed of the required documentation needed to evaluate the claim. Unfortunately, no documentation was submitted within 60 days, and the claim was closed on September 16, 2024, due to inactivity.
  In April 2025, the customer contacted us again regarding the same A/C issue. By that time, the vehicle had been driven approximately ***** additional miles since the issue was first identified. This continued operation of the vehicle with a known issue resulted in the claim being denied under the continued operation clause of the contract, which excludes coverage for damage caused by failure to repair an issue once it becomes known.
  Our claims team explained this policy clause to the customer multiple times. The denial decision was confirmed after review by management. Additionally, the customer was informed that actual service and maintenance recordsnot just a Carfax reportwere required to validate any claim. The customer declined to provide these records despite several requests.
  Dealership Refusal and Communication:
  Regarding the ****** dealerships refusal to work with the contract, we understand this can be frustrating. However, customers are not limited to dealerships for covered repairs. Our team encouraged the customer to visit any ***-certified repair facility. The contract does not guarantee that every dealership or service center will accept third-party administrators, as each location operates independently.
  Refund and Cancellation Request:
  We are aware that the customer has requested to cancel their policy and receive a refund. While we respect their decision to discontinue coverage, we must follow the cancellation terms outlined in the agreement. To proceed, we require a signed cancellation request from the contract holder. As of this response, we have not received that document. Once received, we will promptly issue a prorated refund based on time and mileage remaining, minus any administrative fees and claim considerations.
  Conclusion:
  We regret that the customer is dissatisfied with the outcome of their claim. However, the denial was made in accordance with the contract terms. We remain committed to resolving this matter professionally and encourage the customer to submit the signed cancellation request so we may proceed accordingly.

  Customer Answer

  Date: 06/25/2025

  A lot of the information provided by US Automotive is inaccurate. From the first claim I was not told I had 60 days to get my claim processed. Plus the Dealership denied the claim with US Automotive from previous bad service that wasnt against me. Everything they asked me to submit for the claim on the second date was faxed to them from the *** repair location.. I am going to fax copies of my notary and tracking documents I sent requesting a refund and copies of my claim paperwork. They still havent responded.

  Customer Answer

  Date: 06/25/2025

  A lot of the information provided by US Automotive is inaccurate. From the first claim I was not told I had 60 days to get my claim processed. Plus the Dealership denied the claim with US Automotive from previous bad service that wasnt against me. Everything they asked me to submit for the claim on the second date was faxed to them from the *** repair location.. I am going to fax copies of my notary and tracking documents I sent requesting a refund and copies of my claim paperwork. They still havent responded.

  Customer Answer

  Date: 06/25/2025

  On July ******, my first attempt of having service done on my vehicle. Since the ****** dealership informed me that they couldnt honor my warranty because of previous service with my warranty company.. I was surprised but said okay. I called the warranty company and reported and was only told when I was ready I could go to an ASE location, no rush or time stated. So now based on their on statement of cancel of my claim on September 2024,,if I or a claim was never established, how can a claim be denied or cancelled. When I went to the *** in April 2025, technically that should have been my first time someone is actually and physically about to perform a service on my vehicle. 

  Customer Answer

  Date: 06/26/2025

  Complaint: 23487484
  
  I have reviewed the business' response and am rejecting it because:

  I, ****** *********, purchased the warranty plan from a card advertising I received on November 6, 2023.  When I took my 2011 ****** Highlander in to my regular service location (****** ****** of Stone Crest), I was told that they did not want to work with my warranty company based on past previous history of financial and replacing of actual ****** part replacement.  It was very disappointing to find out that my warranty was actually denied by a brand dealership.  I kindly request a refund for my monies paid for a warranty that wasn't approved by my dealership.
  
  
  Sincerely,
  
  ****** *********

  Customer Answer

  Date: 07/01/2025

  The moral of this action, if I had been rendered service we would not be at this point.  Since no service was rendered I am requesting a full refund of my money paid.  I am being charged over 31% against my money paid, for zero (0) service rendered!

  These are the facts:

  Term:  60 months/******* miles

  Start odometer was: 128,120

  Expiration odometer is/was:  229,120

  Since the first attempt to have service was actually one (1) year from today - July 2, 2024 - that attempt was cancelled by the dealership and a work order claim was or should not have been established - no work was ever started or completed - so that null and voided.  Zero claims at this point.

  So my first claim should have been April 2025, when the ASE mechanic was trying to get my approval which was denied.

  My question now is why anything is being prorated when on claim was worked/approved/processed? Mileage is still great - ***** miles from ******* = ****** miles on my contract you took ******% of the money I paid for my warrants:

  paid $1943.36

  discount (Ins. 31.784%)

  Discount/Intesproc $609.80 (charged me)

  Refund $11,333.56

  I paid $1943.36

  Discount/Percentage - 31.784%

  Being charged - $609.80 (s/b null/void - no service rendered/provided/or completed)

  Refunded $1,333.56 (i want my full refund)

  Customer Answer

  Date: 07/01/2025

  I faxed copies of all my withdrawals to ******* for my warranty. I noticed that they were charging me over 31% for service not rendered. There was never a claim established because of denial from the dealership then they denied me with an ****************** Expert. Therefore, a claim was never established. You are not supposed to charge anyone for no service rendered. 

  Business Response

  Date: 07/03/2025

  Dear Better Business Bureau and Mr. ******************* you for providing the opportunity to address Mr. ********** additional concerns regarding his service contract and refund request. We appreciate the chance to clarify these matters thoroughly.
  
  Contract Coverage and Service Eligibility
  We understand the disappointment Mr. ********* experienced when ****** ****** of Stonecrest declined to perform repairs under the contract. As previously explained, while we maintain relationships with many reputable dealerships, each repair facility operates independently and retains the right to decline third-party administrator contracts at their discretion. This decision is entirely at the dealerships discretion and not a reflection of the validity of Mr. ********** contract itself.
  Importantly, the contract did not restrict Mr. ********* to using only that dealership for repairs. He was explicitly advisedboth verbally and in writingthat he could take his vehicle to any ASE-certified repair facility. Indeed, our records indicate that after ****** ****** declined service, our team provided instructions on how to proceed with claim processing through an ASE repair location of the customers choice.
  When the customer subsequently presented the ******************** at an ASE facility, the claim was reviewed and denied due to documented continued operation of the vehicle with a known issue for approximately ***** miles, which is an exclusion under the continued operation clause in the contract. This clause expressly excludes coverage for additional damage resulting from failure to repair a known defect.
  
  Refund and Cancellation Processing
  While we regret that Mr. ********* did not find the policy beneficial, we do want to note that his cancellation and refund have already been processed in full compliance with the contract terms. Specifically:
  On June 25, 2025, we mailed Refund Check #***** in the amount of $1,333.56 to the address on file.
  This amount reflects a prorated refund of unused time and mileage on the policy, minus applicable administrative fees, consistent with the cancellation provisions clearly disclosed in the agreement.
  We have confirmed with our accounting team that the refund check cleared our account as issued.
  Because the policy remained active and eligible for claims until cancellation, and the customer retained the benefit of contract coverage during that period (even though no claims were ultimately approved), the prorated refund was the full settlement per the signed agreement.
  
  Regarding the Statement of Charging for ********** Rendered
  The customer states that there was never a claim established and therefore no charges should have applied. Respectfully, this is not consistent with the nature of the coverage. The vehicle service contract is not structured as a pay-per-use warranty; it is an agreement to provide coverage and financial protection against eligible mechanical failures over a defined term, in exchange for monthly installment payments. The contract remains active and available for claims processing unless and until a formal cancellation is completed.
  Though the claims in question were ultimately denied in accordance with contract exclusions, the policy remained in force, entitling the customer to submit claims, obtain roadside assistance, and access other benefits throughout the period of active coverage. The absence of a paid claim does not invalidate the contractual obligation to pay for coverage, nor does it entitle a customer to a full refund beyond the prorated amount defined in the agreement.
  
  Supporting Documentation
  We have reviewed the faxed payment records sent to *******. These payments are consistent with the installment schedule the customer agreed to when purchasing the contract. No unauthorized charges have been identified.
  
  Resolution
  At this time, a prorated refund has been processed and issued as outlined above. No further refund is due under the terms of the agreement.
  Should Mr. ********* require additional copies of the cancellation confirmation, the refund check stub, or a full copy of the signed contract for his records, we will be glad to provide them upon request.
  We sincerely regret that the coverage did not meet his expectations and appreciate the opportunity to clarify these points.

  Customer Answer

  Date: 07/07/2025

  To whom this may concern: After my last fax to the BBB on July ****** showing the discrepancy in receiving my full refund from US Automotive Protection services, I will give it until July 12, 2025 to receive my additional money. If I dont receive anything on or by that date on July 14, 2025 I will be moving forward to seek legal assistance and go forward with small claims court. 

  Customer Answer

  Date: 07/07/2025

  Based on their own words/statement: The vehicle service contract is not as a pay-per use warranty: its an AGREEMENT to provide coverage and financial protection against eligible mechanical failures over a defined term, in exchange for monthly installment payments. The AGREEMENT started on shaky grounds when the dealership didnt want to take my vehicle because of past problems with the warranty from other customers and the AGREEMENT just wasnt even a factor when I finally got it to the ***..which would have been my first time trying to physically have someone put hands on the problem but I was denied service by the warranty company. The *** was ready to do the job and you shut it down. Therefore, you didnt honor the agreement and I still want my full refund.

  Customer Answer

  Date: 07/07/2025

  This is a false statement below because the first attempt with the dealership should have been a mute or null/void attempt because the dealership never honored the warranty therefore no registration of any work was performed. Therefore, my first actual work to be done was with the *** in April 2025,, and you denied me based on false claim that should not even be counted against me or my warranty. When the customer subsequently presented the ******************** at an *** facility, the claim was reviewed and denied due to documented continued operation of the vehicle with a known issue for approximately ***** miles, which is an exclusion under the continued operation clause in the contract. This clause expressly excludes coverage for additional damage resulting from failure to repair a known defect/false statement 

  Customer Answer

  Date: 07/07/2025

  I see what happened clearly now.. there was the unexpected dishonoring of the warranty from the dealership and by right that should have never turned into a claim to count against me or my warranty at the time because ****** never established the work order.. it should have been null and void but US Automotive said it was still an open claim used that against me inadvertently. So in April 2025, now they want to falsely say there was grounds for them to deny my claim because of the other claim which was never established.. my question to that how and why would there be an open claim against me and the warranty if the dealership didnt want to honor the warranty and I left the dealership without anything being done to the vehicle? So everything used against me to deny me approval for service with the *** was done under false pretense.. none of that should have mattered since the *** were going to be the first service people performing an eligible service on my vehicle. I never wanted it to come to this because I did want the warranty for the extra protection for my vehicle but now I feel betrayed with the way everything happened.

  Customer Answer

  Date: 07/08/2025

  Complaint: 23487484
  
  I have reviewed the business' response and am rejecting it because:

  the moral of this action, if I had been rendered service we would not be at this point.  Since no service was rendered I am requesting a full refund of my money paid.  I am being charged over 31% against my money paid, for zero (0) service rendered!

  These are the facts:

  Terem:  60 months/******* miles

  Start odometer was:  128,120

  Expiration odometer is/was:  229,120

  Since the first attempt to have service was actually one (1) year from today - July 2, 2024 - that attempt was cancelled by the dealership and a work order/claim was or should not have been established - no work was ever started or completed - so that null and voided.  Zero claims at that point.  

  Sorry first claim should have been April 2025, when the ASE Mechanic was trying to get my approval, which was denied.

  My question now is why anything is being prorated when no claim was worked/approved/or processed? Mileage is still great - ***** miles from ******* = ****** miles on my contract you took *******% of the money I paid for my warrants:

  Paid $1943.36

  Discount/Ins. ******% (present)

  Discount/Interproc. $609.80 (charged me)

  Refund $11,333.56

  
  
  
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:06/12/2025

  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.

  On 11/8/24 I responded to a "Motor Vehicle Notification, Vehicle Service Division" letter by making a call to the number listed on the notification. I talked to ***** at US Automotive Protection Services. My husband, ***, and I thought this was the original warranty on our recently purchased, 2021 ****** Highlander, and we wanted to extend it. We purchased the "Diamond" plan for 60 mos. or ******* miles for $123/mo. for 24 mos. We also paid a $100 activation fee. The plan was to expire on 12/8/2029 or ******* miles. The benefits were: parts & labor at any licensed repair facility, rental, towing and roadside assistance. Our payments were being made to Pay Link Direct every month, for Policy No. ************ complaint is that I want to cancel the service. I had an intuition on 6/6/25 to check the Better Business Bureau's website about the quality of protection that we had. I found out that the business got an "F" rating, and I read all of the complaints listed. Since we hadn't had any claims to file, so far, I figured that I should be able to cancel the contract. When I checked our Pay Link account online, I saw that there was no place to cancel. Then I saw where I would have to pay over $2,000 to pay the balance of the contract if I wanted to cancel. I figured that since they already had over $1,000 of my money, plus the $100 activation fee, and they didn't have to pay any claims, they wouldn't be out any to let me go.Since there was no way to cancel the service, I cancelled the debit card from which the fee was being paid. Then, when I received an email from Pay Link, I replied that I intentionally stopped payment and that I had contacted US Automotive Protection Services and informed them that I had stopped payment.I had emailed the message to US Automotive Protection Services on their "Contact Us" Link. However, they have called every day and left messages on my phone to call them. I resent the same message referencing the vehicle.Thank you!

  Business Response

  Date: 06/25/2025

  Thank you for the opportunity to respond to Ms. ******* concerns.
  We have reviewed the account associated with Policy No. MRT260223 and can confirm that Ms. ****** enrolled in coverage on November 8, 2024, after contacting our office regarding the "Motor Vehicle Notification" she received. At the time of enrollment, our licensed representative explained the coverage details, terms, and conditions, including the cancellation process. These terms were also outlined in the contract, which Ms. ****** received and accepted.
  We regret to hear that Ms. ****** now wishes to cancel her policy. We want to clarify that all policies include a right to cancel at any time. As stated in the agreement, cancellation requests must be submitted in writing and signed by the contract holder. This ensures the request is properly documented and processed in a timely manner. Once a valid cancellation request is received, any refund due is calculated in accordance with the terms outlined in the contract, which are based on either time or mileage used, whichever is greater, and may include applicable administrative fees.
  To date, we have not received a signed cancellation request via mail, fax, or email. We have reached out to Ms. ****** multiple times to assist with the cancellation process and to guide her through the proper submission of the necessary documentation. We would be happy to complete the cancellation as soon as we receive the required signed request.
  We appreciate Ms. ******* feedback and are committed to resolving this matter fairly and promptly. We encourage her to contact our *************************** directly at **************.

  Customer Answer

  Date: 06/30/2025

  I mailed the following letter today by certified, return receipt mail, and I am awaiting a reply.:

  June 30, 2025
  
  
  
  ***** ******
  US Automotive Protection Services
  ************************
  **********, *******;63385
  
  RE: Agreement No. MRT260223
  
  Dear Mr. ***************** are writing to cancel the above-mentioned agreement with US Automotive Protection Services, effective immediately.  As of June 6th, my husband, ***, and I chose not to have any phone conversations with the company, because we have no desire to argue the point!
  
  On June 6, 2025, I, ********, decided to check with the Better Business Bureau to find out the quality of protection we had on our 2021 ****** Highlander.  I was horrified to learn that we were dealing with a company who received an F rating with the BBB for false advertising, poor service and other complaints!
  
  We made the decision at that point to cancel the agreement.  When I tried to cancel the ******* account, it said we had to pay over $2,000 to get out of the 4-year contract!  We are not about to pay any amount of money to the company, when they already have over $1,000 of our money and we had not filed one claim!  We have no intention of filing any claims, ever! We stopped payment by closing that debit card account.
  
  We had forgotten that I had placed the policy booklet in the vehicle, as requested, until a couple days ago, so I communicated with US Automotive Protection Services on their website.  I learned from your communication with the Better Business Bureau that we had to cancel the contract in writing, so here it is!  Please cancel the policy immediately, and do not try to contact us by phone!
  
  Sincerely yours,
  
  
  
  ******* and ******** ******
  

  
  

• Initial Complaint

  Date:06/05/2025

  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 been trying to cancel this coverage for months now to no avail. They keep trying to charge me for months of coverage I did not ask for, actually quite the contrary. I just need this service cancel immediately because every time I try to cancel on the phone they just keep giving me the run around.

  Business Response

  Date: 06/10/2025

  Thank you for the opportunity to address Mr. ******* concerns.
  We sincerely apologize for any frustration he has experienced and appreciate the chance to clarify the matter. Our records indicate that Mr. ****** initially contacted us regarding cancellation as early as March 2025. Since then, he has had multiple interactions with our representatives, during which we made efforts to explain the benefits of the coverage and explore potential solutions that might meet his needsincluding options to adjust the term or pause the account.
  It is also noted that Mr. ****** indicated he sold the vehicle on May 29, 2025. At that time, our representative provided guidance on how to formally cancel the policy and submit a refund request, and confirmed that payments were stopped to avoid further billing.
  As of June 10, 2025, following receipt of this BBB complaint, we have fully canceled Mr. ******* policy associated with account number *********. A refund is being processed in accordance with the terms and conditions of the contract, and we consider this matter resolved.
  We apologize again for the inconvenience and hope this resolution brings closure to Mr. ******* concerns. Should he need further assistance, he is welcome to contact our *************************** directly.