Complaints

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:01/03/2025

  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.

  I bought a extended warranty for our 2013 ***** Cruze in 2023 and paid $2000 dollars for it. the car had on ****** miles on it and the warranty would cover everything until it hits 120k miles. On December 3, 2024 the car started acting up and we had it towed to the shop. I called Concord Auto protect and they said to have the mechanic email them at ********************************* with what is wrong with the car along with the policy number. The car has a blown engine and at first they requested proof of all the oil changes, and a bunch of pictures of the car. we sent it in and they ask the mechanic a bunch of questions he answered them and now we have been waiting 3 weeks to find out what is going on with the claim they keep saying the adjuster A ******* will email us and let us know by the end of the day, We have not received an email and now it has been over a month and when I call they send me to someone ******* ******** supposed to be a supervisor but they never answer the phone nor do they call or email back.

• Initial Complaint

  Date:01/02/2025

  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.

  I would like to file a complaint against Concord Auto Protect for not following up on a warranty claim with my vehicle. I filed the claim around 11/10/2024 and now they will not respond to my emails or phone calls. I have been without my vehicle now for 2 months and the repair will be a new engine at approximately $16k. I purchased this protection with the understanding I would be covered for incidents such as this. The last correspondence they emailed me was on 12/12/24. While this isn't that long ago, it's a long time when I need to get my car fixed. Please let me know if I have any recourse with this. Thank you and Happy New Year.

• Initial Complaint

  Date:12/31/2024

  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.

  Concord Auto Protect systematically declines coverage or does not follow up with any claim and reimbursement. I purchased their warranty extension for 2 cars: a Jeep Cherokee (warranty purchased on Feb15, 2024) and a Chrysler ************** (purchased on April 4, 2024). In both cases, it is the Premium coverage (the highest coverage they offer - bumper to bumper). In May 24, my repair facility (****** Motor Miles in **********) contacted them and provided all the documentation to justify that the rear differential needed to be changed on the Jeep, and also some work needed to be done because of a cylinder misfire. They denied the change of the rear differential ($3000) and approved the second part ($236). But since that time, this $236 has never been paid to me, although I called them multiple times. They always say "it will be done in the next 2 weeks" but nothing happens. In July 24, the repair facility found that the *** system needed to be also changed on the Jeep. They provided all the documentation on July 26 and again on August 19. Eventually on Sept 23, Concord Auto Protect requested a car inspection. I organized it at the repair facility the day they told me (Oct18), but the inspector never showed up. Since that time, this claim has been pending. On the phone they say that my messages are transmitted to the adjuster and to the management", but the adjuster never follows up, and he never approved or denied the coverage. It has been 5 months since the initial claim. In Oct 24 on the **************, I had a rear sliding door blocked. It was repaired ($250) and all documentation was sent to Concord Auto Protect again. I never heard back about it since that time, despite my ******** summary, I paid $3897 to Concord Auto Protect for 2 warranty extensions, but I could never use them so far. I already paid about $3750 for various repairs but the claims have been either denied or pending for months. Even the only one initially approved was never reimbursed.

• Initial Complaint

  Date:12/20/2024

  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.

  I have a Premium warranty with Concord Auto Protect. This warranty is in in effect until 7/7/2029 or ******* miles (whichever comes first). Our current mileage is ******. We took our car to Leith ******** dealership in ******* ************** on November 16, 2024 to get an annual tune up, to determine why our car was experiencing a shaking during acceleration and to get our driver seat repaired as it will no longer pull forward.The dealership was able to determine that the shaking we are experiencing is due to the need to replace the Torque Converter. The issue with our drivers seat was determined to be due to a need to replace the seat motor.The ******** Dealership representative began calling Concord Auto Protect about these needed repairs on Wednesday November *******. When they spoke to a representative, they attempted to present all of the details of the repairs needed but the call was cut short and the dealership representative was told someone would call back and discuss the repairs needed. Since that initial call, the dealership has called Concord Auto Protect 3 additional times, my husband has called 4 times and I have called twice. Each time, we are told that someone would get back with us regarding the claim within the hour but we never get a return call.On December 13, 2024, my husband received an email from **** ******* requesting pictures and documents (most irrelevant to the repair needs) and all of this was immediately provided both from my husband and the dealership. We continue to have no response from **** ******* or any other representative from Concord. We need to have this claim paid as outlined in the PREMIUM warranty agreement. These are snippets of these repaired being included in the warranty. (TRANSMISSION/TRANSAXLE: torque converter, Hi-Tech: driver and passenger front forward/backward seat motor,).I am requesting assistance to help get our claim addressed and paid.Thank you for time and assistance ***** ********

• Initial Complaint

  Date:12/13/2024

  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.

  I bought a warranty for my daughter's vehicle from this company on April 23 2023, policy # *******. The cost of the policy was $1,650.00. The policy period is April 23 2023 to April 23 2027. My daughter subsequently traded the vehicle in this past fall(2024) so I called Concord Auto Protect to cancel the policy and obtain a refund of unused premium on the policy. The 1st call was made in early November 2024. Based on this and the 4 year policy period noted above the prorated amount owed to me should be approximately $618.75. I have called early November was the 1st call, I was told they would credit my credit card used to purchase the policy with 10 days. The 2nd call was on November 19 2024, I again was told a refund would be issued against the credit card used to buy the policy within 10 days. The 3rd call was on December 5 2024, this time I was told that the request to cancel was being processed and a check would be sent to my address. As of December 13th I have yet to receive any refund of premium.

• Initial Complaint

  Date:12/12/2024

  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.

  On December 27 2023 I purchased a new vehicle. I called Concord to cancel the policy on the vehicle I sold. I was told by representative ****** on 1/30/24 I would see a check for $1475 in 30 days. Multiple calls later including 3/11/24, ******, 5/23 I was told someone will call back, never did.7/10/24 ****** connected me to ******* ******* voicemail never called back. 12/12/24 ***** said it's in the cache, give it til next week. Unacceptable . transfer to ******* ******* of course no answer. Policy number *******

• Initial Complaint

  Date:12/10/2024

  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.

  Claim #******* for auto repair submitted to concord auto who services my warranty on 11/11/24. Repeated phone calls and emails from my repair center and myself in the weeks since have yielded minimal results and no forward movement on completing my claim. 11/18/24 was the 1st **** ******* ************************************* ever acknowledged the claim. He did not send an inspector until 12/5/24 with nothing since then. And still after more than 4 weeks, the adjuster **** ******* will not cooperate to complete the claim. He has lied to the repair center repeatedly. He hangs up on them. It is unprofessional. I have been stranded without a vehicle and without resolution with significant personal and family hardship. My repair center ***** ***** in ******, ** has escalated their efforts up their management chain to their corporate level still without results. It is unacceptable and unreasonable for **** ******* to not have the capability of processing my claim or any claim after this much time. My problem is that I need my claim resolved and I need my vehicle. I firmly believe he is stalling in hopes I will give up rather than have to abide by the warranty I paid for. At the least, concord should be paying for a rental for me and have my claim resolved immediately. At this point, I deserve a repaired vehicle and a refund on my warranty (paid $2400 premium) for complete absence of anything resembling customer service. **** ******** from ***** ***** service **** can provide all email communications and phone interaction details. ************************

• Initial Complaint

  Date:12/09/2024

  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.

  On Oct 22, after making an inquiry to concord, based upon a (now know to be fake) positive review from ******, I got an email from ******** asking me for details about my car..On Oct 22, after a phone call from ********, I agreed to an auto protect contract with concord. at the time, i was on the road in my volunteer work.On october 23, after returning home, i did a more through dive into Concords reputation, and found that it was, in fact, a scam. I called ******** immediately to cancel my contract and received the following email:Dear *****,We are reaching out to confirm that your vehicle service contract cancellation request has been received, and your policy with Concord Auto Protect has officially been terminated. Please rest assured that any claims or issues arising before the cancellation date will be managed in accordance with the relevant terms and conditions effective at that time. Furthermore, any automatic payments associated with this contract will cease from the cancellation date. You should expect any entitled prorated refunds, as outlined in your contract terms, within 7-10 business days.While we regret seeing you leave, we respect your decision and are committed to ensuring a smooth and hassle-free process. Should you require any assistance, wish to share feedback, or have questions, we encourage you to contact our customer service team at **************.We hope that we can be of service to you again in the future. Until then, safe driving on the road ahead!Best wishes, Concord Auto Protect Since then I have called Concord multiple times asking for a refund of my payment. Ive been getting multiple runarounds like it will be back to you in a week 4 days its in process etc etc etc.They will not be returning my money to me. My only hope is that you are able to retrieve it or help me find out how I can get it back.

• Initial Complaint

  Date:12/06/2024

  Type:Product 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 a policy with Concord Auto Protect on October 23, 2024 for $1,647.80. I emailed to cancel policy on October 29, 2024. I received an email response on October 30, 2024 with confirmation of cancellation and termination of policy. Along with following statement: You should expect any entitled prorated refunds, as outlined in your contract terms, within 7-10 business days. I called multiple times requesting refund. Below are responses from Concord Auto Protect:Nov 15 - will receive refund in 1 month because of computer glitch.Nov 25 - will receive refund within ***** hrs Nov 26 - will receive refund next week Nov 27 - will receive refund ***** hours Dec 2 - will receive refund within ***** ********** is December 6, 2024 and I still have not received my refund.

• Initial Complaint

  Date:12/06/2024

  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 vehicle 8-8-22. $2175.00 11-29-24 I had to be towed to my dealership I needed an oil pump and my door handle would not lock. The dealership called **** at Concord Auto Protect insurance he wasnt responding finally there was an answer he was told to take pictures and explain the problem. **** never responded after many calls from me and the dealership. Finally 12-11-24 I have to pay $4020.83. This is an extreme hardship on me.