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:08/16/2024

  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 purchased the premium extended warranty coverage for my car on 1/6/2020 for $1,869.00. End date is 2/6/2025 and end mileage is *******. I took my car to ********************** in *******************. They submitted a claim and on 7/16/2024 i was told I needed to provide all of this information, pictures, etc. I did and then on 7/30/2024 they said an inspector had to come out to inspect the car. I have been told 3 different dates now and the inspector never showed. I have been hung up on, my emails are ignored and not responded to and its now been a month and I still don't have my car. They tell me we can have someone out next week. When I tell them they have told me that twice already and I need to talk to management it goes to a voice mail for ************************* or ******** and he never returns a call. I am going to pay for the part that had to be fixed in order for me to drive the car, however other items still need done. i would like to be reimbursed for the amount of the repair that is being done and the repairs that I've had to put off because of needing a vehicle with school starting.

• Initial Complaint

  Date:08/13/2024

  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 would like to file a compliant on Concord Auto Protect due to them not providing me with their refund they promised me. I filed for the refund on April of 2024 and still waiting for it. Every time I call for an update I keep getting the run around or no infomation at all. My VSP# ******* Claim ID *******. My vehicle is a 2016 ************* G63.We purchased the warranty on 5/19/2023 and we paid $3764.00. Resolution I am looking for is to get my refund that I was promised.Their company info is:Concord Auto Protect ************** **************************************************** ********************************* Claim adjuster information:*********************** *********************************** My information:******************************* ************ ********************* ********************************************************************* I also filed a compliant with the *** my reference number is *********

• Initial Complaint

  Date:08/09/2024

  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.

  To whom it may concern,I canceled my policy on 7/5/2024 with Concord Auto Protect after selling my car. I owned the car for 2 years and paid $4,000 upfront during purchase. An email (see below) was sent to me that a refund will be given within 30 days. "Hello ******************** ,We canceled your policy and the billing department gonna send you check with pro rated refund $2100.86 to your address. it will be available to you within 30days."As of today August 9, 2024, I have not received any check. I have been waiting for the refund for over one month. My wife and I have called several times about the update on the refund, but we keep getting a different answer every time from the staffs that picks up the phone.

• Initial Complaint

  Date:08/08/2024

  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.

  Renewed auto warranty coverage with Concord Auto Protect in February 2024 for $1885.00 (Had previous coverage with this company from 2020 to 2024 with no claims made)May 14, 2024, I had the check engine light diagnosed and found the *** sensor was faulty and needed replacement in order for motor to run correctly.Requested estimates from several companies which all came in with repair costs between $600 and $700.Took car to Browns VW dealership for repair. The final bill was $584.I met all the notification requirements the Concord warranty required.******* service advisor stopped trying to work with the company because of difficulty in dealing with them and asked me to pay for the repair.I have made over a dozen calls to the warranty company and get put off with each call. Their excuse was that they needed more information. All information they requested was emailed to them (to the address they provided) at least 6 times from two different servers and they denied that it had been received.On June 5, 2024, they emailed me that they had approved reimbursement of $342 and I was verbally told I would receive it within 30 days. It is now August 6 with no refund received and no one that they 'allow me' to speak to at the company (no supervisor is ever available and has not returned any of my 6 voicemail requests for a return call) can/will tell me of the status other that it will be received 'soon'.They wanted me to allow them to deposit it directly to my bank account which with all the runarounds I was skeptical about providing them the information.

• Initial Complaint

  Date:08/07/2024

  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.

  BBB File ******** - Request reconsideration with additional information.This is regarding a vehicle service plan (VSP) sold by Concord AutoProtect out of ********************, **. The BBB has handled many of these complaints with Concord and are recorded on your website. They have sold a plan to customers and then use every means to not pay for a contractually covered items when the car is in the shop. In my case they have been denying coverage for a fuel pressure sensor replacement. My car broke down while traveling to ***** and was taken as directed to *** *** for repair. They determined that the failure was due to a faulty fuel pressure sensor. Well this car has two fuel pressure sensors, one for high pressure and one for low pressure. ****************** has deny this repair, because the high pressure fuel sensor is "not covered". I have contested this fact and provided him with multiple examples and contract language that support the claim that this part is in fact a Fuel Pressure Sensor and is covered according to their contract. He has actually sent me a screen shot of their pricing guide and it too has both parts listed as a Fuel Pressure Sensor. I have attached that screen shot and his communications in an e-mail. There is no contract languarge that limits coverage to only one of a stated covered part. This is not an insurance policy and it so states that specifically at the end of their contract. This is a extended *************** Contract that this company is selling and then doing everything in its power to interpret to its benefit and deny customer claims for repair, so there is not a government agency established in ** or any other state with the authority to regulate this company and it's fraud. The Better Business has them listed as an "F" and 1.58. Has investigated them multiple times in the past. I am begging you to accept this complaint and investigate and communicate with the business. *************************

• Initial Complaint

  Date:08/07/2024

  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 called in and spoke With a manager On 5-6-24 named ******. I told him what the problem was with my vehicle and they told me that they would reimburse me $75 once I sent in the invoices of the work being completed. I went in and had the work completed and sent pictures of the paid invoices and I have been trying to get my refund ever sent. That work was completed back in May and I have been trying to get a refund since 5-17-24.

• Initial Complaint

  Date:08/06/2024

  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 purchased this auto warranty policy and the company will not pay the **** dealership , they will not return emails or phone calls they just decline and ignore the customer

• Initial Complaint

  Date:08/06/2024

  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.

  Dear Better Business Bureau,I am writing to formally lodge a complaint against Concord Auto Protection Company regarding their handling of a radiator repair claim for my vehicle.On December 22, 2023, my car's radiator failed. I promptly took it to the dealership on December 23, 2023. Due to the holiday, the dealership could not begin repairs until Tuesday, December 26, 2023. The dealership repaired my radiator, but Concord Auto Protection insisted on using secondhand parts, which is against the dealerships policy. At no point during the purchase of my extended warranty was this policy mentioned.As a result of the dealership not using secondhand parts, Concord Auto Protection refused to cover the full cost of the repair. On February 29, 2024, I was informed that I would receive $966.99 as reimbursement. However, despite numerous calls and emails over the past eight months, I have yet to receive any payment. I have been subjected to constant delays and unsatisfactory responses.This situation is highly frustrating and has caused significant inconvenience. I believe that potential customers should be aware of the unfair business practices of Concord Auto Protection Company. Their failure to honor their commitments in a timely manner is unacceptable, especially when they market themselves as leaders in the industry.My claim ID numbers are ******* and *******.I request that the Better Business Bureau take appropriate action to address this issue and help resolve my complaint. I seek full reimbursement as initially promised and an assurance that other consumers will not face similar issues.Thank you for your attention to this matter.Sincerely,*******************

• Initial Complaint

  Date:08/02/2024

  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.

  We purchased Auto Protect plan from Concord Auto protect in November 2022 for a used 2013 *** X6. Around July 17, 2024 we had to take the car to a mechanic for major issues and they contacted Concord for us. Concord contract states "We will arrange for the repair or replacement of any covered parts or pay the repair cost associated with a breakdown during the program period (we reserve the right to use OEM, aftermarket or recycled parts)" By July 22 Bimmer Rescue auto mechanics in ********, ** told us they have dealt with 4 different people so far with the initial information given being sent to the wrong auto mechanic in ** instead of ********, **. ****** thought that this was being escalated, but I called Concord 2 days later and they assured me the shop would be getting an email the next day. I then called back on 7/30 and was told the adjuster was going to the shop that day. I called again on 8/1 and was told the adjuster was going that day. Still now word from the adjuster to the shop and our car repair is on hold and now the shop wants their parking space back and! I have asked for a supervisor to return my call 8/2 but have not received a call back yet. I called again at 4:30 today (8/2) and was told they would send an email to the adjuster. I asked to speak to a supervisor again and was sent to a voicemail. There seems to be no recourse to getting the service for our vehicle.

  Customer Answer

  Date: 09/02/2024

  I finally heard back on August 7th after calling them again.  Attached is the email our repair shop said they never received claiming that the engine control module is stipulated as excluded in the covered items.  However I had a hard time finding that in the original contract.  It must be in the catch all "any part not mentioned in the coverage details" which seems rather back handed. 

• Initial Complaint

  Date:08/02/2024

  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.

  A call was put into Concord Auto Protect on January 29, 2024, and I was given claim #******* with instruction to provide this to the repair facility with instruction to email the diagnosis concerning need repairs. At approximately 11 to 11:30 AM my car was inspected by *********************** at which time it was noted that the starter needed replacing. They (AAA) provided Concord with this information. They began discussing the price for repairs and AAA explained to Concord that this price was not going to work. Concord was to ship a starter to AAA which was out of stock. After much discussion on February 13, 2024, I move my car to another repair facility. Car was finally repaired on February 17, 2024. I provided a paid receipt to concord on February 23, 2024, for re-imbursement. After several calls, and emails, I still have not been provided with payment for repairs even after promising to send a check or send me a ZELLE payment but nothing.