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:03/30/2025

  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.

  They called me and told me that my coverage was cancelled so I had to renew. But I found out that they are not my company ****** **** that I have a policy through, and it does not expire until next year. I have paid 6 payments of ****** to them NOW. Going to call credit card company and see if they can stop payments.

  Business Response

  Date: 03/31/2025

  Dear Ms. **************** you for bringing your concerns to our attention. We understand your frustration and appreciate the opportunity to clarify.
  Our records indicate that on September 3, 2024, you contacted us directly and chose to activate vehicle protection coverage under contract number MRT251196. At that time, the plan detailsincluding benefits, pricing, and coverage limitationswere reviewed and agreed upon during the call. Confirmation was also sent to the email address you provided.
  We understand from your recent complaint that there may have been some confusion regarding whether our company was affiliated with your dealership. Please be assured that our coverage is not through ****** ****, nor do we claim to be. Our representative also explained the benefits of third-party coverage versus dealership-based warranties, including broader component coverage and nationwide repair options.
  As of March 31, 2025, you spoke with a representative and confirmed your understanding of the policy, stating that you would like to keep the coverage in place after the differences were clarified.
  At this time, no changes have been made to your account. If you would still like to cancel your policy or if you have additional questions, wed be happy to assist you directly. You can reach us at **************.
  Were here to help and want to make sure youre completely comfortable with your coverage and the decisions made regarding your vehicle protection.

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My checking account was charged $495 for an extended car warranty for a vehicle which was totaled in 2023 and I no longer own. Obviously, I do not need a car warranty for a truck which I no longer own. I am 87 years old and am on a fixed income. I no longer drive. My attorney attempted to call the company at ************ and was disconnected each time. Please refund immediately.

  Business Response

  Date: 03/31/2025

  Dear Mr. ************* you for bringing this matter to our attention. After reviewing your account, we can confirm that only a single charge of $100 was processed. That amount has already been refunded in full.
  Additionally, we have canceled the coverage to ensure that no further charges will occur.
  As a matter of company policy, we are only authorized to speak directly with our customers and do not communicate with third parties, including attorneys.
  If you have any further questions or need additional assistance, please feel free to contact us.

• Initial Complaint

  Date:03/18/2025

  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 in mail shortly after purchse of vehicle. The advertising is misleading on this card, making you believe they have control of your vehicle warranty. They are in fact insurance!

  Business Response

  Date: 03/24/2025

  Dear Mr. ***************** you for reaching out regarding your concerns.
  Our mailers are intended to notify vehicle owners about optional extended coverage available once their manufacturers warranty has expired or is nearing expiration. While we are not affiliated with your vehicles manufacturer or dealership, the goal is to inform consumers of available protection plans.
  We understand your concerns about the mailer you received. Please be assured that you have been removed from our mailing list, and you will not receive any further communications from us.
  Thank you again for bringing this to our attention.

• Initial Complaint

  Date:03/11/2025

  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.

  On or about October 9, 2024, I suddenly received a letter titled FINAL NOTICE indicating that my car insurance will expire so Please contact ************** today to get your coverage up to date and Respond By: October 10, 2024,. The letter showed MOTOR VEHICLE NOTIFICATION Vehicle Service Division as the name of the sender. I thought I had to renew the insurance because I had purchased my car from an private individual a few months earlier and I had just transferred my cars ownership registration at the *** then. So, on October 10, I called the number, and the person (of US Automotive Production Services) explained I must renew the existing insurance over this phone and he took advantage of my misunderstanding and tricked me into getting my credit card number. As a result, US Automotive Production Services billed my credit card $100 for the down payment. (Additionally, since November 2024, another company, **************, has been billing my card $210 per month. )Then, I confirmed that I did not have any contract with those companies. Besides, I searched for these fraudulent actions on the Internet, and I found several news and articles about the same fraud, including *** news introducing pictures regarding the same letter I received. Thus, I realized that I was a victim of the fraud. Since then, I have started getting a lot of scam calls every day, so I changed my phone number to avoid other frauds. I wanted to ask the companies to stop billing due to the contract invalidity, but I wanted to avoid noticing my new phone number and additional frauds by them so I couldnt contact them myself . Therefore, I will not allow BBB to disclose my current phone number to those companies, although I will report my previous phone number, which I have already told the fraudulent company if it is necessary to identify my information.I have already paid $100 to US Automotive Production Services, but this is invalid payments due to fraud and I claim a full refund.

  Business Response

  Date: 03/18/2025

  Dear Mr. ************* understand your concerns regarding your policy and appreciate the opportunity to clarify the situation.
  Our records indicate that your coverage was canceled per your request on March 13, 2025. However, a prorated refund has not yet been issued due to ongoing disputes received from your bank. When a dispute is filed, the funds originally charged are held or taken back, which delays the refund process. Unfortunately, we are unable to proceed with issuing any refund until the dispute resolution process is completed between your bank and the payment processor.
  We recommend that you contact your bank to follow up on the status of your dispute, as they will determine the final outcome. If the dispute is resolved in your favor, the funds will be returned directly to you through your bank. If the dispute is not resolved in your favor, please reach out to us so we can assist further.
  If you have any additional questions or require further clarification, please dont hesitate to contact us.

  Customer Answer

  Date: 03/21/2025

  Complaint: 23049727
  
  I have reviewed the business' response and am rejecting it because:
  
  As the response, US Automotive Protection Services (USAPS) argues that a prorated refund has not yet been issued due to ongoing disputes received from your bank. we are unable to proceed with issuing any refund until the dispute resolution process is completed between your bank and the payment processor. However, this is different from the fact. The banks dispute resolution process has completed as the screenshot that I attached proves. Thus, I cannot accept the reason for their rejecting refunds.

  In addition, although I have separately submitted the complaint for only $100 against *****, I will not accept their response in this complaint procedure until I confirm that I have received the refunds in full amount of $1,150 from either USAPS or PayLink Direct. 
  

  Therefore, I reject the response and require them to refund $1,150 in full from either USAPS or ******* Direct prior to closing of this process. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/24/2025

  Dear Mr. **************** you for your follow-up regarding your complaint.
  We would like to confirm that the dispute filed with your bank has now been resolved. Based on that resolution, we are proceeding with issuing a prorated refund in accordance with the terms and conditions of your contract. This refund amount is calculated based on the total amount paid toward the policy and the time and mileage used prior to cancellation.
  To clarify, there has been no wrongdoing on the part of U.S. Automotive Protection Services. The purchase of the service contract was completed with your authorization, and the terms of the coverage and cancellation process were fully disclosed at the time of sale.
  While we understand you are requesting a full refund of $1,150, our obligation is to refund the unused portion of the policy based on the prorated terms outlined in your agreement. That is the refund amount that will be issued.
  Please allow time for the refund to be processed and mailed. If you have any further questions, we are happy to assist, but this will serve as our final response regarding this matter.

  Customer Answer

  Date: 03/29/2025

  Complaint: 23049727
  
  I have reviewed the business' response and am rejecting it because:
  
  USAPS argued that I purchased the service contract and that the terms of the coverage and cancellation process were fully disclosed at the time of sale.
  However, this is wrong. As I explained, they, over the phone, deceived me that I had existing insurance contract with them and its renewal deadline was approaching, but the contract actually did not exist. In addition, they did not disclose the terms and conditions of the contract at the time of phone call .  I am still going to demand them a full refund of $1,150 on the grounds that they fraudulently charged me.
  

  However, if they accept to refund $900 through the bank of my credit card, I would concede that this dispute is fully resolved for early dispute resolution.

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

• Initial Complaint

  Date:03/06/2025

  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 got mail that my car warranty was expiring so I went to purchase the extended car warranty last 3/20/2024. I made payments totaling about $1800 and decided to cancel the policy 2/3/2024. I called their number 2/3/2025 but I was told that the department for cancelling policies already went home & to try calling again the next day. I emailed the customer service on 2/3/2025 and then called again on 2/4/2025. I spoke to ***** ***** then ****** **** at ext 6794 to cancel my policy. I was asked multiple times why I am cancelling and I answered that I no longer need this policy/coverage. I had to be firm and ask for confirmation for the cancellation as I didn't want any more charges made through *******, I was given confirmation number 071JD12258. I was not given an email confirmation for the cancellation. I was told to have a notarized letter with the policy number, reason for cancellation and odometer reading to cancel the ************* to US Automotive Protection Services which I did and per *** delivery confirmation it was received 2/5/2025. A manager named *** called me on that same day and asked me again why I am canceling & told me about the unwanted costs of repair for reported defects of *****. I stood firm & said I am still cancelling. She said I needed the notarized letter for cancellation & the refund will be prorated basing on odometer. I said I understand & will have that sent. Until now, I haven't heard back from them. I still don't have the refund even if I did due diligence of emailing, calling & mailing them. I have read that they make claims filing difficult as well as canceling policies & getting refunds. I do not like their approach of having to pass the customer around & having the go around of things. I put effort and cost in sending that notarized letter. It is my right to cancel and get the due refund. This business feeds of on people who don't have yet the full knowledge on car warranties & make it difficult for the canceling and refund.

  Business Response

  Date: 03/18/2025

  Dear Ms. ******************* you for reaching out regarding your policy cancellation and refund. We understand your concerns and would like to provide clarity on the status of your request.
  Our records show that you initially requested to cancel your policy on February 3, 2025, and followed the required steps to submit a notarized letter, which was received on February 5, 2025. As per our standard process, a prorated refund was calculated based on your odometer reading at cancellation.
  We can confirm that a refund check (#*****) for $1,230.68 was processed on February 27, 2025. If you have not yet received it, please allow standard mailing time. If you require additional tracking information or further assistance, please let us know.
  We apologize if the cancellation process felt inconvenient. Our team aims to ensure that all customers are fully informed about their coverage and cancellation options, which is why we discuss policy details before processing a cancellation request. However, we respect your decision and appreciate your patience as we completed the refund process.
  Please dont hesitate to reach out if you have any further questions.

• Initial Complaint

  Date:03/06/2025

  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 MARCH 5, 2025, I MADE THE ***** OF FALLING FOR THE EXTENDED WARRANTY SCAM. I ****** HAD ONE AND THIS COMPANY TOLD ME CARSHIELD WAS NOT PAYING CLAIMS AND HAD A LAW SUIT AGAINST THEM. THE COMPANY TALKED A GOOD GAME AND STATED THAT IF I DIDNT WANT TO KEEP THE POLICY I COULD CANCEL WITHIN 30 DAYS. WELL I TRIED TO CANCEL AFTER READING NEGATIVE REVIEWS ABOUT THE COMPANY. I INITIALLY WAS TOLD THAT IT WOULD TAKE 24 HOURS FOR ME TO GET AN ACCOUNT NUMBER WHEN I FIRST CALLED TO GET THE REFUND. TOODAY I WAS TOLD THAT IT SHOULD HAVE ONLY TAKEN ***** MINUTES TO GET AN ACCOUNT NUMBER. *** STATED THAT I WOULD GET MY REFUND IN 3-5 DAYS, BUT AFTER READING PRIOR COMPLAINTS, I AM SCARED THAT I WILL EXPEREINCE THE SAME. PLEASE HELP

  Business Response

  Date: 03/18/2025

  Dear Ms. ************* received your complaint regarding your extended warranty purchase, but we want to clarify that U.S. Automotive Protection Services is not affiliated with U.S. Auto Protection, the company you are referencing. While the names are similar, we are entirely separate businesses.
  Unfortunately, we do not have any record of your transaction or policy and are unable to assist with your request. We recommend reaching out directly to U.S. Auto Protection to resolve this matter. If you have initiated a dispute, you may also need to contact them to follow up on the status of your refund.
  If you need help locating the correct contact information for U.S. Auto Protection, we suggest reviewing any emails, paperwork, or billing statements related to your purchase.

• Initial Complaint

  Date:02/25/2025

  Type:Billing 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.

  Date of the transaction 2/14/2025, $100 was the original amount and then we received information that $189 was going to be charged by this company's ****** PayLink with recurring payments coming up made to the same card to a total of $3502. They were selling a mechanical breakdown insurance agreement/policy for a car. The dispute is, the car they processed it for was a vehicle I have NOT owned for over 2 years and I do not want this policy, I was tricked by the sales person (****** *******) to get this policy as I needed it right away or I could have to pay thousands of dollars for repairs to my vehicle. The vehicle that the policy was written for was traded in on the vehicle my wife and I are driving now. I called the company and had to go through 2 different people to try to get this resolved. I also asked that I be taken off of their mailing list. I asked the last representative (******) that I spoke to to send me an email (my email address ************* was provided to her) of them reversing the charge and crediting my credit card. No email was ever sent and I still don't know if the charge has been reversed and additional payments will continue to be charged to my ***** I have contacted my bank with the card ****** I used to dispute the charge as a result of this. This all stemmed from a postcard sent to my new residence in my retirement community home. They are taking advantage of senior citizens by pushing the fear of large payments having to be made if they don't purchase their plan.

  Business Response

  Date: 03/04/2025

  Dear BBB Dispute Resolution Team,
  We appreciate the opportunity to address the concerns raised by *** and Mrs. ***** regarding their policy.
  Upon receiving their request on February 28, 2025, we promptly canceled the coverage and issued a full refund to the original payment method. There will be no future charges associated with this policy, and their information has been removed from our mailing list to prevent any further correspondence.
  We regret any confusion or frustration experienced during the sales process and appreciate their patience while we resolved the matter. If *** and Mrs. ***** have any further concerns or require additional confirmation of the refund, they may contact our customer service team at ************** for assistance.

  Customer Answer

  Date: 03/05/2025

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

• Initial Complaint

  Date:02/24/2025

  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.

  I have been scamed out of my money on a warranty for my car. I have proof all of the money they took from me promising me car fixes, and for a year now, I have paid $ 1,********* date for a 2010 ****** Sentra white 4 door. An US Automotive Protection Services & this company is not wanting to fix my car. The clutch and other things. That doesn't just wear out. 4 years and this company will not cover my car. Clutch. I had to stay 14 days in a motel. Rent a car for over a week. This company isnt covering nothing. Had I known this I would of cancel Last March 1, 2024.but didnt even get any details about this company until now. I even have argued about 3 different times. I have paid for rental cars, motel rooms ect. And not 1 covered part in 1 year.

  Business Response

  Date: 02/25/2025

  Dear Ms. **************** you for reaching out regarding your concerns. We take these matters seriously and want to assist you in resolving this issue.
  After reviewing our records, we do not have any record of a claim being filed under your contract. In order to review your situation and determine how we can assist you, we ask that you reach out to our **************** team at ************** as soon as possible.
  We understand your frustration and want to ensure you receive the appropriate support. Please contact us at your earliest convenience so we can further investigate and address your concerns.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 asked me about a getting extended warranty and im pretty sure it was a scam they charged me 100 and said they were going to charge 200 not sure when but i want my money back it was us auto protection service or something

• Initial Complaint

  Date:02/24/2025

  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.

  They sent a billing through ******* which had my credit card number. Called ******* and they said they wouldn't pay them but I needed to get hold of them. Impossible by phone. Tried and Tried their music could be a torture device for the Special Ops after holding forever and calling more than once. Decided to see what the BBB has on them. I never complain but they are taking advantage of the elderly by connecting this to your credit card for more than once. Older people do not realize that they are being taken advantage of. Their billing doesn't even have the facts on their letter that say when due or they are withdrawing from your credit card. Has no reference to how many times they are taking it out and also how they get your credit card number and vehicle information to begin with.

  Business Response

  Date: 02/25/2025

  Dear Ms. ****************** you for reaching out regarding your concerns. We take these matters seriously and want to provide clarity on your account.
  At the time of purchase, credit card information is provided by the customer, and authorization is given during that call when all details, including payment terms, are reviewed. Following this, the full policy terms, including payment schedules, were sent to you, and ******* also sent out related documents.
  That being said, we understand your concerns and have processed the cancellation of your coverage. Additionally, we will be refunding your deposit. You will receive confirmation of this cancellation, and no further payments will be processed.
  If you have any additional questions or require further assistance, please feel free to reach out.