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:09/13/2022

  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 pink piece of paper in the mail stating that I needed to update my warranty. I called my auto dealership only to find out that I did already have an existing warranty. This company is offering something other than my manufacture warranty which I do not want.
  
  I have called them to request a refund. The person over the phone said he would honor my request for a refund but I am writing this complaint here to ensure that this refund takes place.

  Business Response

  Date: 09/20/2022

   

  This was refunded the same day we spoke with you and I don't feel it warrants an automatic complaint before even confirming any wrong doing on our behalf. You were also sent email confirmation of the refund and I request that you drop this complaint as we have done everything you requested. 

   

• Initial Complaint

  Date:09/12/2022

  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 notice today from "Vehicle Services Division" instructing me to call them at ************** with my VIN number and current mileage before 9/19/22 to renew my factory warranty. This is an attempt by them to collect funds that they are not entitled to. Please shut them down! At the very least, I do not want any further mail from this company under any name they have used or will use in the future.

  Business Response

  Date: 09/20/2022

  *** ********,

   

  This is simply an offer for coverage but I have removed you from our mailing list going forward. If you have anymore questions or concerns please let me know.

   

  Respectfully,

• Initial Complaint

  Date:09/12/2022

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 out flyers and my mother-in-law (89 years old) did not know what it was all about, but they got enough information from her to take $100.00 for coverage. We were in the process of selling the car, which was done on several days later. They need to reimburse her for the $100.00.

  Customer Answer

  Date: 09/22/2022

  Here name is **** *****.  Address is: *** ********* ***** ******* ** *****.  Please let me know if you need any additional information.

• Initial Complaint

  Date:09/08/2022

  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 purchased a vehicle service contract and have since sold the vehicle. I paid in advance and after I sold the vehicle I requested in writing by certified mail with return signature. They never contacted me or sent me a refund that I am due. I have filed consumer complaint through the Department of Insurance in the state of Kentucky. I want a formal response from these people with a check for the amount of money due me since July 2022.

  Business Response

  Date: 09/20/2022

  Mr. *******,

   

  I do show we received your cancellation request and processed it. A refund check in the amount of $1660.21 was mailed to **** ***** ***** **** ** ******* ** *****. If for some reason you haven't received this then we will void it and reissue a new check. Please let me know as soon as possible so we can get this matter resolved.

   

  Respectfully,

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

  Customer Answer

  Date: 09/22/2022

  Complaint: ********
  
  
  
  I am rejecting this response because:  I received a personal hand written check from someone named Michelle in that company.  There was no other documentation explaining how the dollar amount was derived. The dollar amount does not meet what I expected according to the terms of my contract.  I explained my expectations in the attached correspondence.  Please explain in detail how you derived on that dollar amount.  My request to cancel was sent the beginning of July 2022.
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:09/08/2022

  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 mailer advising me that my warranty was null and void. Included was a number to call and a confirmation number. Decided to call the number just to make sure. One of the best kept secrets was the name of the place. The sales rep. I spoke with was urgent about my "failure to activate coverage when needed" and they were my only salvation. A review of my Warranty Agreement showed this was all false. Also, the confirmation number was actually for a different vehicle. This was, I guess a default when I didn't activate coverage. On to the next one I guess. Maybe alert others to this latest game.

  Business Response

  Date: 09/20/2022

  *** ****,

   

  This is simply an offer for coverage and I do show there was originally a printing error regarding the vehicle that was listed on the mailer. Nonetheless, you have been removed from our mailing list and won't receive any more mail from our company.

   

• Initial Complaint

  Date:09/07/2022

  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.

  I went through this company as I was told on the phone when I called them after I got a flyer in the mail everything that was included. I ask questions and they ask questions and one of the questions was do you maintain your vehicle maintenance? When they ask you that question everyones answer will be yes As whether you take it to a shop or you do it yourself youre still maintaining your vehicle maintenance. I have a child that is handicap and it is very hard to do many things due to having lack of help from anyone outside the home. So I have a brother who does my oil changes in anything that needs to be maintained on any car i have ever had. So yesterday when I called them to make a claim due to having the Warranty and I even got it towed into a shop and everything to get a call that they are not gonna cover it because I dont take my car into the shop. Then theyre trying to say that they sent some flyer in the mail which I never received and they said basically that thats not their problem and that we shouldve called if we didnt receive it. She said that they dont go Every detail is our responsibility to read the book. And then when I requested that they cancel it due to lack of information they told me that I have to go through this whole process that takes up to 30 business days and they will prorate my refund which I dont understand how they can prorate something when I have not even used it. And then theyre wanting me to get an otormeter form notarized before they can even do anything and I have to mail that back to them and I explain to them that I dont want to mail it to them I would rather email that that way theres a paper trail. And also look at the book from them that *** never received.

  Business Response

  Date: 09/20/2022

  ****************, 

  
  I apologize for any misunderstanding in the coverage. It would be impossible for us to go over all the terms of the policy on the initial call. This is why we offer a 30 day review period so you have the opportunity to look it over yourself. I do show the policy being emailed over to you the same day it was purchased. Per the terms of the policy, it is required to have all maintenance receipts when requested at the time of a claim. We were informed there was no documentation that could be provided to review. Unfortunately this is what resulted in the denial of your claim. We did stop the coverage per your request on 9/6 but your policy also requires written notification including an odometer statement to process any type of refund that might be due. That is why you are be required to send this information. We will accept this as your written cancellation and process the refund. That will be mailed to the address in file. If you have anymore  questions please let me know. 

   

  Respectfully,

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

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

  Customer Answer

  Date: 09/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/03/2022

  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.

  Sent an official looking postcard impersonating the *** or Car Insurance company trying to scam people into giving them money.
  
  Should be shut down for fraudulent and predatory activity

  Business Response

  Date: 09/12/2022

  To Whom it may Concern,

   

  I do show that you have been removed from our mailing list per your request. If you have anymore questions or concerns please let me know. 

   

  Respectfully,

   

• Initial Complaint

  Date:09/02/2022

  Type:Order 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.

  I have an extended warranty on my 2014 ***** Impala. I bought the policy on 12/23/2021 over the phone after receiving an advertisement in the mail. My car recently broke down and it's not drivable. I have issues with the power steering. I had the car towed to the repair shop. When I signed up for the warranty I gave them the correct car information. When my repair shop called I found out they put the wrong car information on the policy. They put a **** ***** Impala instead of the 2014 ***** Impala. I did own a ***** Impala but it was sold in July 2015 when I bought the 2014 car. I did have an extended warranty on it with a different company. I was told they are refusing to pay for $1600 of repair. I was told they had to reissue the policy with the correct car year and Vin. I was told the new policy will be effective in 30 days and **** miles driven

• Initial Complaint

  Date:08/31/2022

  Type:Customer Service 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.

  I obtained ***** of ******** on behalf of my mother and discovered that she had 3 extended warranty policy payments being pulled on her credit card. She is on a fixed income and no longer drove her car. After some digging, I contacted US Automotive Protection Services which one of the policies was from. On 8/2, I called explaining that I had *** paperwork that I would like to submit and asked how I could do that. They said I could email it through their customer ******************** email which had the same domain as their website. I sent it on Aug 2. I called back the same day to see if they had received it. I spoke "S" who explained she couldn't confirm because she didn't have access to that email address. I overheard her asking someone in the office how to get access. There was back and forth between the woman and her supervisor (?). S then proceeded to instruct that I could forward my *** to her work email which ended in @gmail.com. Because I needed to cancel this policy, I did as instructed, but I had concerns. S immediately confirmed that she received the documents and I was able to cancel the policy at that time. While I am thankful that they cancelled the policy, my complaint is that talking to of the other extended warranty companies, I learned (or was told) that sending *** documentation through email is a violation of state law.Because I sent the *** to this gmail account, I fear our SSN and other id info is not safe. In response, I have run a credit report for my mom and myself to make sure credit is not compromised and will have to continue to monitor going forward. I made the call to do this so that is on me, but I hope that this doesn't happen to others in the future. I would like US Automotive to verify that my email sent to that gmail account has been deleted and explain what steps they will take to make sure our secured information is not compromised going forward.

• Initial Complaint

  Date:08/29/2022

  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.

  My underage, teenage daughter, received a red notice for her warranty in her name regarding a make and model of car that has never been owned to our address. She is not even 16 years old, when called number on postcard the supervisor ensure this was her fault and would remove her name and our address from the mailer of the system. They could not provide a response how they got my daughters information and this is extremely unsettling. When asked what to do if mailers continued was advised just to call back….. how are they receiving underage childrens personal information??

  Business Response

  Date: 09/02/2022

  Ms. ********,

   

  My apologies. I can reassure this was an error in the system and she has been removed from our mailing list. Please let me know if you need anything else.

   

  Respectfully,