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Business Profile

Auto Service Contract Companies

US Automotive Protection Services

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Service Contract Companies.

This business has 1 alert

Complaints

This profile includes complaints for US Automotive Protection Services's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 439 total complaints in the last 3 years.
    • 135 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/03/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 08/02/2022 I contact a number I received in the mail for an extended warranty from Vehicle Service Division (Nissan)
      I thought it was legit to find out at the end of the transaction that it is us automotive protection services it is NOT Nissan!! after setting me up for 24 monthly payments for $129 dls and an initial payment of $100 they state that it won't be until 15 days after the 1st month that I'll be able to use the warranty;
      I contacted Nissan and it doesn't belong to the Service Department, I call my bank to stop the transaction but it has been authorized already.
      Somebody has to stop these people! my bank information and car information have been compromised
      These people terrorize users once they get your information

      Business Response

      Date: 08/04/2022

      Ms. *********,

       

      We are selling agent that finds the best available coverage for your vehicle. However, you are still able to go back to Nissan for all your repairs. I apologize for any misunderstanding any the coverage but also want to let you know it is fully refundable for the first 30 days. I have stopped the coverage and issued a refund back to the Visa card ending in ****. You also have been sent email confirmation of this. If you have any more questions please let me know. 

       

      Respectfully,

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

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

      ****

    • Initial Complaint

      Date:08/01/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 took the coverage after seeing an pink card received in my mail. When I took the coverage, all the formalities was finished in the call itself, and they didn't ask for any documents. Also while creating the policy, they said that the policy can be cancelled anytime, and the remaining amount I paid will be refunded. And they didn't say anything about the documentation and notarized odometer reading. They didn't disclose anything while taking the policy, and don't require a notarized odometer reading for the policy, then why they need it for refund alone. I sold my car and how can I provide the odometer reading. Also what is the necessity for the odometer reading for refund? The customer service is also rude in answering the call.
      My policy number: *********

      Business Response

      Date: 08/04/2022

      Mr. **************,

       

      The odometer statement is to determine the refund owed back to you at the time of cancellation and is outlined in your policy. We have stopped all future payments and I will have the processing Department move forward with the refund. This will be mailed to the address on file. If you do have anymore questions please let me know. 

       

      Respectfully,

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

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

    • Initial Complaint

      Date:07/27/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 this service by mistake, I've tried to cancel it four times; each time the representative argues with me and it never gets cancelled!!!!!!!!!!!!!!! The hold time is about 10 minutes, and then you spend 20 minutes telling the representative why you don't want it, and they STILL don't cancel it!!!!!!!!!!!!!1
      I want the texts / emails to STOP from them - they say my account is delinquent! Of course it is!!!! I don't want it!!!!
      Please have then CANCEL my account as they refuse to cancel it for me!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

      Business Response

      Date: 08/04/2022

      Ms. *****,

       

      The supervisor that you spoke with has cancelled the coverage for you and no future payments will be charged. If you do need anything else please let me know. 

       

      Respectfuly,

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

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

    • Initial Complaint

      Date:07/25/2022

      Type:Order Issues
      Status:
      Answered
      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 receiving letters, sent to my wife, from "US Automotive Protection Services", to get her to renew or install a vehicle service contract on our cars. (See Attached) As far as I know, neither my wife or I have ever had one of these contracts on any vehicle we've owned. My wife, who died last year, told me she had contacted people to have this type of letter discontinued and I have called at least twice, since she left, with the same request. On my last call, there representative tried to get me to purchase a contract instead of taking my request to stop the letters. I would like the letters to stop as I see them as an attempt to intimidate someone into what they want. An example of this is, even after my wife has died and I am the only owner shown on the title, they are still only addressed to her and not to me.

      Business Response

      Date: 08/04/2022

      Mr. ******,

       

      I do show that you were removed from our mailing list on 7/25/22. Keep in mind there are numerous companies that will send these offers in the mail and this will only stop ours from being mailed to your address. If you need anything else please let me know. 

       

      Respectfully,

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

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

    • Initial Complaint

      Date:07/25/2022

      Type:Billing Issues
      Status:
      Answered
      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 keep getting bills from this company for a auto protection policy. I do not have a policy with this company. I have called to request they remove this bill from their database because never purchased anything from them, they become argumentative and do nothing to correct this billing error. I have never purchased from them, I have a leased vehicle.

      Business Response

      Date: 08/04/2022

      Ms. *******,

       

      Our records show this was purchased on 6/9/22 and it does state you are currently leasing the vehicle with the intentions of purchasing it. We have been attempting to get in contact with you because of disputed payments we are trying to resolve with your bank. If you do not wish to keep the coverage then please contact our Customer Service Department at ###-###-####.

       

      Respectfully,

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

      ###-###-####

    • Initial Complaint

      Date:07/25/2022

      Type:Order Issues
      Status:
      Answered
      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 was wondering how the prorated charge is calculated. I have cancelled he contract. I had 2 years and some mileage left on my contract. They only sent me $198.57. I had 2 years left on my contract with miles. I sold the car. They were to call me and they yet to do that. I m paid up.

      Business Response

      Date: 08/04/2022

      Ms. ******,

       

      I show this refund has been calculated accurately. It is a pro-rated refund based on the time you were covered and miles driven, and anything left you are refunded at the time of cancellation. Also, any claims paid under the policy are deducted and our records show that $945.53 was paid in repairs. This is why the refund came to $198.57. If you have anymore questions in regards to this please let me know. 

       

      Respectfully,

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

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

    • Initial Complaint

      Date:07/21/2022

      Type:Billing Issues
      Status:
      Answered
      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 noticed two transactions on my bank account in the amount of $163. These debits occurred 4/9/22 and 5/10/22. I went to the credit union and was informed that the debits were made electronically by US Automotive Protection Services. I had the account closed because I figured someone had gotten into my account. I obtained the information to contact the company and let them know what had occurred from the bank. I called and was informed that they would not be refunding my money because I had entered into a contract for their services 2/22/22. I have never entered in to a contract with this company. I have never even heard of this company and never agreed to sign up for their services. They will not refund my money, due to this being a case of fraud.

      Business Response

      Date: 08/04/2022

      Ms. ****,

       

      The coverage was cancelled on 6/6/22 when you called requesting that. We are currently waiting on your written letter of cancellation to process any refund due on the account. I will notify our Processing Department to move forward with the refund and accept this as your written request. The refund will be mailed to the address on file. If you have anymore questions please let me know. 

       

      Respectfully,

      Stacey Cunningham

      1-888-586-6154

    • Initial Complaint

      Date:07/20/2022

      Type:Order Issues
      Status:
      Resolved
      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 agreed to an over-the-phone contract in February 2022 with US Automotive Protection Services for car repair insurance for a term of 48 months/ 100,000 miles. I made a $100 down payment to US Automotive Protection Services in February and (5) $175 monthly payments to PayLink Direct through July 8th. The vehicle protection purchase price per contract MRT108883 was $3250. On July 15,2022, I learned of the very bad reputation of this company has. I called US Automotive Protection Services on July 18th and spoke with 2 agents three times (**** twice and another agent once) requesting my contract be terminated. I was willing to accept my loss of payments made to date. I never filed a claim with this company, and my July 18th three phone calls were the first contact I made with since the initial contract agreement. Both agents I spoke to would not allow me to terminate the contract. Their phone demeanor was very badgering and combative. It was as if they had been trained to verbally attack and any customer who calls with a request to terminate their contract. Again, I have never filed a claim and just "wanted out" of what I now know is a very unscrupulous company.

      Business Response

      Date: 09/08/2022

      To Whom it May ********************************************** coverage was cancelled and no future payments will be charged. Please let me know if you have anymore questions.

       

      Respectfully,

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

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

      Customer Answer

      Date: 09/09/2022

      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:07/18/2022

      Type:Order Issues
      Status:
      Answered
      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.
      Contract # ************* I made this purchase and did not understand the details.Therefore, today I tried to cancel and the representative named "****" has been rude when trying to just ask how to cancel this warranty program. I was sent a form to complete and called back to find out what the "notarized odometer statement" was and they would not tell me as if they do not want to cancel. I am requesting a cancelation and full refund.

      Business Response

      Date: 08/17/2022

      Ms. ******,

       

      The coverage was cancelled on 7/18/22 per your request. The notarized odometer statement is required by the administrator as proof of the ending mileage for your coverage and used to calculate the pro-rated amount that is owed back to you. I have reached out and am having this taken care of without the documentation. Any refund that you are entitled to is being mailed to the address on file. If you do have anymore concerns please let me know. 

       

      Respectfully,

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

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

    • Initial Complaint

      Date:07/16/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 about May 2022 my 87 year old father received a mailer addressed to his deceased wife (3.5 years deceased!!!) informing her to call before May 12th with VIN and mileage for a vehicle whose factory warranty has expired. My mother, deceased for many years, does not have her name on my dad’s current vehicle or any other vehicle in my dad’s procession. As he has only one. My dad, elderly and often confused, felt he needed to respond to the mailer. This scum of a company managed to sell some sort of warranty product to my dad. $169/month on HIS VEHICLE, not my deceased mom’s (who never had a vehicle). Total bait and switch technique here. And my dads vehicle is 3 years old with almost no miles on it because he never drives. So this company enlisted a dead person as the bait to sell their “product”. Taking advantage of an elderly I man whose cognitive skills are severely diminished. And clearly did not need and should never have been a candidate for an”warranty” product. This act by US Automotive Protection Services was criminal and they know it. We request a refund of $338 and no further charges as of July 16, 2022.

      Business Response

      Date: 08/04/2022

      Mr. ********,

       

      My apologies that an offer was mailed to your deceased mother. I have reviewed the file and in the conversation with your Father we would of had no way of knowing there were any issues with his cognitive skills. The vehicle your father is driving is coming out of factory warranty and that is why the coverage was offered. We have also spoken with his daughter regarding the coverage and sent a copy for her to review. Your father is never stuck with the coverage and we  are able to cancel this at anytime. I have done so now and will get the refund processed and mailed to the address on file. If you have anymore questions or concerns please let me know. 

       

      Respectfully,

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

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

    US Automotive Protection Services is NOT a BBB Accredited Business.

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