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.

close

Find a Location

US Automotive Protection Services has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/06/2025

  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 received a postcard in the mail regarding the coverage of on your 2023 DODGE CHALLENGER. It goes on to state Im receiving the notice to make sure there is no lapse in coverage. They ask for my mileage of the said vehicle. It goes on to say neglecting to activate coverage, I will be financially responsible for any and all repairs after the factory warranty expires. My warranty doesnt expire for a few more years and I also carry insurance coverage. At the bottom of the card it states US Automotive Protection services is not affiliated with any auto dealer or manufacturer. The way this card is worded made me think my insurance or warranty had been canceled. So, curious to find out what is going on, I called their toll free line on May 6, 2025 at approximately 10:20am EST. I was connected with **** who asked for the Record **. I gave him the ** number and he asks the mileage of my car. I have very low miles because it is not a daily driver. He proceeded to tell me the cost of repairs is going up and that he can get a warranty for 5 years with a down payment of $100 today and $199 per month. He was very pushy and immediately asked what card number I will be using. I asked him if he was associated with my dealership, to which he replied all the manufacturers use us. I told him I would have to call back at a later date. He then lead me to believe that this off was only good until 12:00pm. I told him Ill have to figure out how I can pay and would have to call him back. In that time I researched the company and they have negative remarks at the US BBB. Also, reviews I had read online speak of scare tactics used, such as the mailings and saying Ill be liable. I called back and then spoke to ****. I told him that I was giving the company a cease and desist order to never contact me in any way again. I told him I was contacting the *********************************, the ***************************** And the Better Business Bureau.

  Business Response

  Date: 05/07/2025

  Dear Mr. ***************** you for bringing your concerns to our attention. We take all feedback seriously and appreciate the opportunity to address your complaint.
  First and foremost, we sincerely apologize for any confusion or frustration our mail piece or telephone interaction may have caused. Our direct mail campaigns are designed to inform vehicle owners of extended coverage options as their manufacturers warranties approach expiration. However, we understand how the language used can be misinterpreted, especially if your factory warranty is still active. We are currently reviewing the wording of our outreach materials to ensure they are clear, transparent, and in no way misleading.
  We acknowledge your cease and desist request and have added your contact information to our internal Do Not Contact list. You will not receive any further communications from our company by mail, phone, or electronic means.
  Please rest assured that no transaction was processed, no contract was activated, and no card information was collected from you. You will not incur any charges now or in the future from us.
  We value your feedback and will use this experience to improve our communication and customer service practices.

  Customer Answer

  Date: 05/11/2025

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

• Initial Complaint

  Date:04/29/2025

  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.

  On 12/19 I received a call from ***** asking if I wanted auto coverage. I asked to be put on do not call. 1/22 - received a call, asked to be put on DNC list. 2/5- received another call, requested to be put on do not call list. 4/29 - received letter in the mail. I asked if I was being reordered and they confirmed after we already started speaking. MA is two consent state. I want a copy of that recording sent to me and the original destroyed.

  Business Response

  Date: 05/01/2025

  Dear Mr. ******************** you for your submission.
  After a thorough review, we can confirm that our company does not engage in outbound solicitation calls. The phone calls you referenced were not made by US Automotive Protection Services, and we are not affiliated with any entities that may have contacted you in that manner.
  We did send a promotional offer by mail, which you responded to by calling us on April 29, 2025. During that call, you were upset and used profane language. A manager promptly took over the conversation and confirmed that your information would be removed from our mailing list, which was completed as promised.
  As there was no unauthorized recording or misconduct on our part, and because we do not conduct outbound phone marketing, we are confident that no wrongdoing occurred. We do not possess or retain any call recordings that would require release or destruction.
  If you have any additional questions or concerns, you may contact our *************************** directly at **************.

• Initial Complaint

  Date:04/29/2025

  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.

  They sent me a letter in the mail pushing me to contact them to activate my warranty and I did. After realizing they were not affiliated with the dealership I got the car from and seeing many negative comments online I decided to call and cancel. They would not let me cancel after I said clearly to cancel multiple times. I spent a long time on the phone trying to get this dealt with but they had no desire to help me. I then contacted ******* and they updated my account with my intent to cancel but told me I needed to contact the business as well which I tried to do again but was left on hold and was not able to speak to a representative. I just want to cancel my policy and get a refund but the business is very predatory and will not allow me to no matter how much I ask.

  Business Response

  Date: 05/01/2025

  Dear Ms. ************** you for bringing your concerns to our attention.
  We regret any frustration or inconvenience you experienced. Please be advised that your coverage has been successfully cancelled and the down payment has been fully refunded. You should see the refund reflected through your original payment method shortly, if you have not already.
  We apologize for any delay or difficulty you encountered while trying to reach us and appreciate your patience throughout the process. Should you have any additional questions or need further assistance, please do not hesitate to contact our *************************** at **************.

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. I hope to receive a confirmation of the cancellation in the mail. 
   
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:04/25/2025

  Type:Customer Service 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 purchase warranty insurance 2-27-24 at a monthly $243.00. I feel that I am not getting my money worth. and would like a full refund of $2916.00 and want my service warranty cancel policy.

  Business Response

  Date: 05/01/2025

  Dear Ms. **************** you for bringing your concerns to our attention.
  We are sorry to hear about your dissatisfaction and would like the opportunity to address your concerns directly. To further assist you and review your request, we kindly ask that you contact our *************************** at **************. Our representatives are available to speak with you and work toward a resolution.
  We are committed to providing quality service and hope to resolve this matter promptly with your cooperation.

• Initial Complaint

  Date:04/22/2025

  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.

  Received mail claiming that coverage on my car "may be expiring or may have already expired", and telling me to "Call IMMEDIATELY as this will be [their] FINAL ATTEMPT TO NOTIFY [me]". No such coverage ever existed, and this is extremely misleading and a high-pressure sales tactic for their auto coverage. Additionally, attached was a "Registration Fee Voucher" which is written and printed to appear just like a check, 'to the order of' me, and the small print says 'this is not a check'. I'm not sure the legality of this.

  Business Response

  Date: 04/24/2025

  Thank you for bringing your concerns to our attention.
  We apologize for any frustration or confusion caused by the mailer you received. Our intent is to inform vehicle owners of potential coverage options, not to mislead or pressure. We understand how certain language or formatting may be interpreted differently, and we continually review our materials to ensure compliance with applicable advertising standards and clarity for recipients.
  We have processed your request and removed your information from our mailing list. Please allow a short period for any mail already in transit to arrive. No further communications will be sent.
  We appreciate your feedback, as it helps us improve our outreach and customer experience.

   

• Initial Complaint

  Date:04/10/2025

  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 mail claiming that I needed to activate my cars warranty before a certain date or I would not have coverage. I called the number on the letter and asked is this related to the warranty the dealership described to me when I purchased my car. They told me yes, I had to make a deposit and then make reoccurring payments every month for $192 every month. I eventually called my dealership and asked if the warranty was included in my cars monthly payment through ***********. They told me it was. When I explained I got a letter in the mail about the activation on my warranty they told me that it was a common scam tactic companies like US Automotive Protection Services employ to make you think you need you to activate a warranty you already purchased through the dealership. After looking online I found that this company is a not trusted by the BBB and many people have gone through the same thing. My plan started on 04/19/24. If possible I would like to refund for all payments made and a cancelation of the contract and any further payments. I tried calling but was put on indefinite hold.

  Business Response

  Date: 04/11/2025

  Dear BBB Dispute Resolution Team,
  Thank you for forwarding Mr. ****** concerns regarding his vehicle protection plan. We appreciate the opportunity to address the matter.
  We are sorry to hear that Mr. ***** feels misled by the mailer and enrollment process. Our intention is never to cause confusion but to inform vehicle owners of the availability of extended protection plans. US Automotive Protection Services is not affiliated with any manufacturer or dealership, and we understand how the distinction between third-party coverage and dealer-provided warranties can sometimes be unclear.
  Upon review of Mr. ****** account, we can confirm that his contract began on April 19, 2024. In response to his cancellation request, we will be processing a prorated refund in accordance with the terms of the agreement. The contract will also be canceled, and no further payments will be charged.
  We sincerely apologize if Mr. ***** experienced a long hold time when attempting to contact us. We are committed to improving our customer service and appreciate the feedback.
  Should Mr. ***** have any additional questions regarding the refund or cancellation, we welcome him to reach out to our office directly.

  Customer Answer

  Date: 04/15/2025

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

• Initial Complaint

  Date:04/04/2025

  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 received a letter in the mail from this company that stated "the coverage on your {vehicle} may be expiring or may have already expired, please contact ************** to get your coverage up to date". The letter included a $199 "registration voucher" at the bottom that looked like a check.This company is not affiliated with the car manufacturer or dealership that I purchased my vehicle from, nor do I carry any coverage with this company. The letter was deceptive and aggressive, including a note that "we reserve the right to revoke your eligiblity for service coverage after 5 days" and in bold "Call IMMEDIATELY as this will be our FINAL ATTEMPT TO NOTIFY YOU". It would be extremely easy for a person to read this and think this company had a valid claim on coverage for their vehicle. This is deceptive and predatory marketing.

  Business Response

  Date: 04/09/2025

  Dear BBB Dispute Resolution Team,
  Thank you for the opportunity to respond to Ms. ******** concerns regarding the marketing material she received.
  We apologize for any confusion or concern caused by our mailer. While our company is not affiliated with any vehicle manufacturer or dealership, our marketing pieces are designed to inform consumers of the availability of extended vehicle service coverage, particularly for vehicles that may no longer be under manufacturer warranty.
  The language included in the mailer is meant to encourage recipients to inquire about coverage options. However, we understand how the tone or formatting could be perceived as aggressive or misleading, and we take that feedback seriously.
  In response to Ms. ******** request, we have permanently removed her name and address from our mailing list. Please note that due to printing schedules, it may take up to 30 days for all mailings to fully cease.

• Initial Complaint

  Date:04/04/2025

  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.

  This company sent me a letter threatening some kind of coverage expiring and demanding I call them immediately. The letter contained no identifying information and is clearly a spamming scheme. This company should be reported to the government and needs to stop sending out spam letters to consumers.

  Business Response

  Date: 04/09/2025

  Dear BBB Dispute Resolution Team,
  Thank you for bringing Ms. ********* concerns to our attention.
  We sincerely apologize for any frustration or confusion caused by the marketing letter she received. Our company sends mailers to inform vehicle owners of available extended service coverage options, particularly when a manufacturers warranty may be expiring or has already expired. While our intent is to provide useful information, we understand how the language and presentation of the letter may have been interpreted differently.
  We take consumer privacy and preferences seriously and have removed Ms. ********* name and address from our mailing list effective immediately. Please note that due to printing schedules, it may take up to 30 days for all mailings to fully cease.

• Initial Complaint

  Date:04/04/2025

  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.

  This company continues to mail through the ****, my elderly parents, notices to buy additional auto warranties for a vehicles they no longer have. The first time my father called them, concerned his warranty was up for his current vehicle and this company used high pressure threatening tactics to get him to purchase a $3200 policy. This policy turned out to be for a car they hadn't owned for 2 years. It took me almost 4 weeks to get the money refunded for that phony policy. The postcards from them continue to be mailed to my parents. I have now called them at *************** the number on the card that comes in the mail), three times, to have their names taken off of their mailing list and send them NO unsolicited mail. I have attempted to use the DMAChoice service to opt them out of all direct mailings from them and that has not work either. I want this fraudulent company to STOP preying on the elderly with continued direct mailings and high pressure sales tactics. I want my parents to be taken off of their mailing list as I have directed them 3 previous times.

  Business Response

  Date: 04/09/2025

  Dear BBB Dispute Resolution Team,
  Thank you for the opportunity to respond to Mr. ****** complaint regarding unwanted mailings and a previous policy purchase.
  We sincerely apologize for any confusion or inconvenience this situation has caused Mr. ***** and his parents. Our intention is never to pressure or mislead, and we take all concerns of this nature very seriously.
  Our records indicate that the previous policy in question was fully refunded, and we regret any delay that occurred during that process. In regard to the continued mailings, we understand the frustration and can confirm that we have now removed Mr. ****** parents names and address from our mailing list. Please note that due to marketing schedules, it may take up to 30 days for all mailings to fully cease.
  Additionally, we will investigate any internal call logs or sales conversations to ensure our representatives adhered to proper practices. Our company does not condone the use of high-pressure sales tactics, especially when dealing with elderly customers.
  We appreciate Mr. ***** bringing this matter to our attention, and we will take the appropriate steps to ensure it does not happen again. If there are any further questions or concerns, we would be happy to address them directly.

• Initial Complaint

  Date:03/31/2025

  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 attempted to cancel over the phone with this automotive company and spoke with a representative named ****, who insists that i answer personal questions relating to why i should cancel the warranty. I told him several times that i would like to cancel and gave him multiple chances to do so, but he would not cancel it. I have paid almost $1000 into this AND WOULD LIKE TO CANCEL THIS POLICY INDEFINITELY (not temporarily).

  Business Response

  Date: 04/04/2025

  Dear Mr. ******************** you for bringing this to our attention. We apologize for any inconvenience you experienced during your cancellation request.
  We can confirm that your coverage was officially canceled on April 1, 2025. A prorated refund is currently being processed and will be issued shortly based on the terms outlined in your agreement.
  We appreciate your patience and will ensure that no further charges occur. If you have any questions about your refund or need anything else in the meantime, please dont hesitate to reach out to us directly.