Complaints

This profile includes complaints for C.A.R.S Protection Plus Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  C.A.R.S Protection Plus Inc

  4350 Northern Pike Ste 143 Monroeville, PA 15146-2840

  
• 

  C.A.R.S Protection Plus Inc

  19230 W 8 Mile Rd Southfield, MI 48075-5722

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:10/09/2025

  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.

  C.A.R.S Protection denied my claim for engine air cooler, however after reviewing the plan, it states that the engine air cooler is covered. C.A.R.S is stating that since the car has over ******* most components are no longer covered, however the warranty began at *******.

  Business Response

  Date: 10/16/2025

  October 16, 2025
  
  RE:          2015 CHEVROLET CRUZE 2LT AUTO
                  CONTRACT NO.: OPE602765
                  OUR FILE NO.: C-9400
                  BBB COMPLAINT: 23995904
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On September 24, 2025, a repair facility opened a mechanical claim on behalf of the customers 2015 Chevrolet Cruze 2LT Auto (Vehicle) via CARS online claim submission portal requesting a coolant air bleed hose replacement, a timing cover reseal, an engine oil pan reseal,an engine oil cooler replacement, and replacement of both cam position actuator solenoid seals. This mechanical claim was denied because none of those components are listed for coverage on the customers attached *************** Contract (VSC). For easy review CARS has highlighted the customers ********************** list of covered components.
  
  The under ******* mile coverage specification refers only to seals and gaskets as follows: 2. SCHEDULE OF COVERAGE: a. LEVEL 1: vii. SEALS & GASKETS: If Your Vehicle has less than ******* miles at the time of claim, seals and gaskets are covered for leakage failures as they relate to any listed covered component. Leakage is defined as an actively dripping seal/gasket. Seepage is not covered and cannot be claimed under this Service Contract. Seepage is defined as a wet seal/gasket. If Your Vehicle has over ******* miles at the time of claim, seals and gaskets are covered only when required in conjunction with a covered component.Additionally, cylinder head gaskets are covered only for combustion and coolant leaks. Intake manifold gaskets are covered only for coolant leaks.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 10/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The warranty was sold beginning at ******* miles; however the warranty does not cover everything as it was sold to me over the telephone which is considered a deceptive practice.  The different plans were never offered, and I only received a copy of the plan once I requested it after my claim was denied.  If this issue with the car did not arise, I would have been paying for something that I could never utilize if needed. I am requesting an investigation into fraud.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:09/26/2025

  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 bought a 2016 jeep wrangler in ******** and got a warranty through cars protection plus. Had the jeep 4 days and the motor threw a piston. I have Powertrain warranty with the engine covered. The warranty company is trying everything they can to get out of replacing the motor in the jeep. Im running my truck to work and its financially hurting me. Im trying to use the warranty I paid for they are saying it has a bad car fax and trying anything they can not to cover it. They saw the car fax when they offered the warranty and took the contract. All Im trying to do is get my jeep back on the road. I have submitted my contract with cars protection plus

  Business Response

  Date: 10/06/2025

  October 06, 2025
  
  RE:          2016 JEEP WRANGLER UNLIMITED SAHARA
                  CONTRACT NO.: CPE721249
                  OUR FILE NO.: C-9386
                  BBB COMPLAINT: 23937256
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On September 05, 2025, the selling car dealership electronically entered the attached Value ********************* *************** Contract (***) on behalf of the customers 2016 Jeep Wrangler Unlimited Sahara (Vehicle) for a term of 24 Months / 24K Miles.
  
  On September 24, 2025, a repair facility opened a mechanical claim on behalf of the customers Vehicle requesting an engine stating the customer brought the Vehicle to the ********************** facility because it seemed like it was running warm. The repair facility stated they had pulled the spark plugs and when they got to the furthest forward cylinder on the right bank[cylinder no. 1] they found the spark plug destroyed; therefore, they had run a camera and found the piston was gone and the cylinder scored.
  
  Shortly after speaking with the repair facility, on that same date, CARS claims adjuster called and spoke to the customer regarding the Vehicles issues. The customer stated he had noticed the Vehicle making a loud tapping noise and smoking approximately five (5) days after purchase and had notified the selling car dealership who told him to contact CARS.
  
  During the adjudication of the mechanical claim CARS ran the attached CARFAX report on the Vehicle which shows previous mechanical issues from February and March of 2025. CARS claims adjuster then called the repair facilities listed on the CARFAX and one (1) of the repair facilities stated that the Vehicle was brought to them in March 2025 by a customer who had informed that ********************** facility the Vehicle had recently had the radiator and thermostat replaced; however, the Vehicle was still overheating.This repair facility informed CARS claims adjuster they had found metal in the coolant system and had recommended a head gasket; however, the customer had declined to have the Vehicle ************************.
  
  The mechanical claim was denied because issues that were present prior to the effective date of the customers *** are not covered. ************** has highlighted this information at Provision 3. (b.): 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): b. Pre-existing Conditions are not covered under any circumstances.
  
  Regarding the customers statement that ************** saw the ****** when we offered the warranty and took the contract:
  
  1. CARS did not sell the customer the **** the *** was sold to the customer by the car dealership that sold the customer their Vehicle.
  2. ************** does not routinely pull CARFAX reports on Vehicles when a car dealership sells a ***.
  3. It is the responsibility of the selling car dealership to ensure a vehicle is in good working order prior to offering a CARS *** on the Vehicle.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachments

• Initial Complaint

  Date:09/06/2025

  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 a service contract when I bought my vehicle on 3/1/2025. I found out they were not a good company and didnt want to pay for the repaired item only the labor. I have been trying to call them for days with no answer as well as sent multiple emails to cancel this contract as I am allowed to cancel it for a prorated rate off my loan. An no one will return my calls or emails.

  Business Response

  Date: 09/10/2025

  September 10, 2025
  
  RE:          2018 GMC ****** 1500 DENALI
                  CONTRACT NO.: OPE630671
                  OUR FILE NO.: C-9362
                  BBB COMPLAINT: 23848910
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  The individual who made the BBB complaint is not listed in CARS database as the customer on the account; however, ************** noted that the individual who made the complaint shares an address with CARScustomer and that the individual who made the BBB complaint provided a hard copy of the *** which has their signature on it as well as CARS customers.
  
  On August 29, 2025, ************** received an email that provided only the contract number and asked how to cancel the *** there was no contact information provided in the email; therefore, on September 02, 2025, in response to the email a CARS customer service representative called the phone number on file for CARS customer and left a voicemail.
  
  On September 06, 2025, CARS received a second email that provided no contact information only a contract number and a request to cancel the ***; therefore, on September 08, 2025, in response to the email a CARS customer service representative called the phone number on file for the account and left a voicemail. CARS customer service representative also replied to the email and explained that CARS had attempted to reach them via the phone number on file.
  
  If the customer wants to cancel,the customer needs to fill out and return the attached cancellation form via email to *************************************************************** or by using the information at the bottom of the form. Any available refund will be processed according to the Terms and Conditions of the customers ***.
  
  ************** hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 09/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:08/26/2025

  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.

  We are filing a complaint against C.A.R.S. Protection Plus regarding our *************** Contract purchased on 2/6/25 ($2,300). C.A.R.S.s denial of claim LSE619711, concerning the engine timing components failure that occurred on 4/4/25. During the claim process, the C.A.R.S. *********************** failed to answer or return our calls. Instead, they sent emails that failed to address the claim issues. Furthermore, they have made every effort to justify why their *************** Contract does not cover the 4/4/25 claim. Their own inspector stated in his written report on 4/17/25, Cause of failure consistent with time and miles failures of the engine timing components. C.A.R.S. claims the incident on 3/12/25 was the cause of the failure, but still provides no conclusive proof, and uses pictures that do not show damage that could cause any timing components failure. The Jetta was driven for 2600+ miles after the incident in *********** until the engine timing components failed on 4/4/25. C.A.R.S. claimed the ***** was not drivable on 3/12/25, and that is why the claim was denied; damage from an accident is not covered by their VSC. How can the incident on 3/12/25 have anything to do with the failure of engine timing components that failed on 4/4/25? How does a timing chain become stretched to the max and fail after the Jetta glanced off the side of a ditch in *********** on 3/12/25? All photos show there was no damage to the Jetta externally or in the engine compartment that could cause an engine timing component failure. We are prepared to provide documentation, including pictures and communications with C.A.R.S., demonstrating our willingness to do what is necessary to contest their claim denial. We hope to provide more than 70 pages of communication and photos to support our claim, and we look forward to working with the BBB to resolve this issue. We were forced to repair the Jetta and hope to recover the $3,864.64 we paid for the timing component repair.

  Business Response

  Date: 08/28/2025

  August 28, 2025
  
  RE:          2014 ********** JETTA SE PZEV
                  CONTRACT NO.: LSE619711
                  OUR FILE NO.: C-9219
                  BBB COMPLAINT: 23799409
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On April 09, 2025, a repair facility opened a mechanical claim on behalf of the customers 2014 ************************ (Vehicle) recommending camshafts and a timing chain. During the adjudication of the mechanical claim CARS sent a third-party inspector to the repair facility. The inspection report noted that the Vehicle had been in a major collision. Specific to the timing failure, the photos of the timing components demonstrated grass and mud built up around the timing components and no photo of the timing cover was included.
  
  This mechanical claim  was denied because damage caused by collision is not covered by the customers attached *************** Contract (VSC). CARS has highlighted this information at Provision 3.(l.): 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): l. Damage from flood, fire, impact, and/or accident,regardless of the cause.
  

  *********************************************************************************************************
  
  CARS claims and customer care departments have corresponded with the customer NUMEROUS times and provided detailed information on the denial of the mechanical claim.
  
  CARS has explained to the customer that ************** does not rely on the independent inspection report summary to make the decision to deny a mechanical claim. CARS considers all information received during the adjudication of a mechanical claim to reach a conclusion.

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

  Per information provided by the customer in a letter to **************, the 2014 ********** Jetta SE PZEV (Vehicle) was in a collision at a speed of approximately 50-55MPH on March 12, 2025 which caused enough damage that he was unsure the Vehicle was able to operate;therefore, he left the Vehicle overnight. When he returned he examined the vehicle and found extensive collision damage including dirt and tall grass stuck under the front end, presumably the same dirt and grass found around the timing components during the adjudication of the April 09, 2025, mechanical claim.
  
  Per the customers letter, he then took the Vehicle to ********** of ***************** and provided CARS with the invoice which states, Vehicle will crank. Has rattle in engine. ********* level. Found no oil on ********. He goes on to state that when he picked up the Vehicle he was notified by ********** of South Mississippi that one of the fans had broken loose and was hanging by the wiring harness and that he was told to have the issue repaired as soon as possible.
  See attached: 03.14.2025 ****** ** of ***********.
  See attached: 05.23.2025 ****** letter to CARS.
  
  Per the customers letter, he then continued to operate the Vehicle with known defects for ***** miles until the Vehicle would no longer function.
  
  Per the customers letter to **************, he subsequently took the Vehicle to Tynans ********** on April 07, 2025 and per the estimate he provided to CARS from Tynans **********, the Vehicle had a very loud noise coming from the engine and extensive underbody damage to include: one (1) cooling fan hanging/broken, one (1) cooling fan broken, damage to the radiator, damage to the A/C condenser and core support, damage to the oil level sensor and sensor wiring, all caused by collision.
  See page four of attached:Tynans estimate. 
  
  The customer continues to state that he would not have been able to drive ***** miles after the collision if there was mechanical damage to the Vehicle. This photo tells CARS that the Vehicle should not have been driven without repairs after the collision. The fan blade has no clearance to function between the engine and shroud. If the fan cant spin freely the Vehicle cannot cool, even at low speeds or an idle,the Vehicle would overheat. The condenser and radiator are pushed back so far into the radiator support from impact.
  See attached: ****** Picture from independent inspection report.
  
  4. PROVISIONS OF THE SERVICE CONTRACT: h. You are responsible for properly maintaining the Vehicle in accordance with manufacturers specifications and to protect against further damage caused by continued operation or damage from overheating. To protect against further damage caused by continued operation or overheating, DO NOT restart or drive Your Vehicle and have the Vehicle towed. Continued operation,or any damage caused by continued operation, will not be covered under this Service Contract.
  
  CARS hopes this information was helpful to her inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachments

  
  

  Customer Answer

  Date: 09/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [MESSAGE FROM COMPLAINANT
  SEE ATTACHMENTS
  September 5, 2025
  
  RE: BBB COMPLAINT: ******* CARS ***: LSE619711
  We received CARS PROTECTION PLUS response to our complaint # 2*******. We are rejecting the response provided by C.A.R.S.Protection Plus. To fully understand our complaint, you must read and examine all the photos and documents. Before I begin, in my 77 years, CARS is the first company to earn my full SLIMEBALL designation. A company that is despicable, dishonest, unethical, morally corrupt, and knowingly markets and sells a product designed to exploit its target markets most vulnerable customers to increase profits. ************** developed a *************** Contract to maximize their profits at any cost, crafting the contract with vague language (unlimited means of interpretation) and claim protocols designed to deny as many claims as possible. They train their staff to use these protocols to find any way to deny a claim, avoid answering calls, not return calls, tell you they will have someone call you back (but they never do), or they send you an email stating the claim is still denied. We consider the claim closed, all designed to make customers give up fighting for the denial. *****. (SEE:Attachments CARS emails & CARS ***)
  They sell their *** program to small, urban, and rural independent auto dealers, offering sales incentives for selling their *** to customers in need of transportation now. These customers often lack awareness of fair market prices, are lower-income, have lower credit scores, and lack the skills or resources to contest claim denials. My wife (73) and grandson (23)were victims of this predatory practice when they purchased a 2014 VW Jetta from *************** on February 6, 2025. This transaction was driven by my wifes emotional need to secure immediate transportation for her grandson to help him turn his life around. Neither of them had the knowledge or skills to understand the market value of the Jetta or the details of the *** coverage.The Jetta was overpriced for its condition, and *************** misrepresented the *** to both of them, as designed, SLICK.
  I called their ************************ to clarify several provisions in their *** contract. They told me to contact the dealer where we purchased the *** (C.A.R.S. would not discuss the provisions of the contract with me - a loophole allowing them to blame the Dealer for denying a claim for misrepresenting the coverage of the *** (They avoid the complaint and deny the claim). *****. The other fundamental denial options CARS has at its disposal to deny any claim or reduce its financial exposure: Provision 3, (l) to deny the claim because they do not cover failures due to Damage from flood, fire,impact, and/or accident, regardless of the cause. This provision provides ***** ******* to the claims department to deny our claim just because the Jetta was in an accident, whether that accident actually caused the mechanical failure,or just because this provision says they can. Provision 4, (h) You are responsible for properly maintaining the vehicle in accordance with the manufacturers specifications and to protect against further damage caused by continuous operation or damage or damage from overheating. To protect against further damage caused by continued operation or overheating. DO NOT restart or drive your vehicle and have the vehicle towed. Continued operation, or any damage caused by continuous operation,will not be covered under this Service Contract. Who decides you did or did not maintain the vehicle in accordance with the manufacturers specification? If you are a day, mile, or a time period after the recommended service, who decides you did not maintain the vehicle to the manufacturers specifications?Who decides when you should or should not continue operating your car, and under what circumstances is it or is not ok? DO NOT restart or drive your vehicle and have the vehicle towed, if the driver feels it is ok. Can CARS say it was not OK, and you are not covered? Does the manufacturer or the repair shop actually have any input on your decision? CARS can come to any conclusion they can find to deny a claim! What are the credentials of your employees who determine whether to deny or to pay a claim, as they did in our claim? I do not believe CARS has anyone in their claims or customer service department with ASE Master Technician credentials or even a basic ASE Technician credential. Does a high school education and having worked in a parts store qualify them to determine whether a claim should be denied or paid? (SEE Attachment: Mission Statement) SLICK.
  On April 4, 2025, my grandson started the Jetta, which made a strange noise. He turned off the engine and had it towed to Tynans VW in ******, *** On April 21, 2025, the CARS inspector was given the following instructions: Please inspect for all failures. Cam failure timing chain is stretched out to the max please confirm failure. Inspect for damage caused by lack of lubrication, oil or coolant loss, incorrect oil filter, sludge, carbon build-up, water intrusion/ingestion, improper maintenance, abuse/neglect,continued operation, or intentional failure/tampering. Please get clear photos.What is the inspectors determination and cause of the failure? DO NOT POINT OUT ADDITIONAL FAILURES TO THE SHOP. Please document any additional failures noticed (so they can be used to deny any future claims as pre-existing?). *****.
  I have attached the complete CARS Inspection report dated April 21, 2025, along with a copy of the CARS claim denial letter from May 12, 2025. (SEE: Attached Inspection & Photos, #2-42 & A-M).In that letter, CARS stated, This mechanical claim was denied because damage caused by collision is not covered by your ***, and highlighted this information at Provision 3(l). At the end of the letter, CARS added: If there was an additional failure found that was not a result of the collision damage,CARS could address that failure. What CARS did not know at the time they denied the claim on April 22, 2025, was that the actual accident involving the Jetta occurred in *********** on March 12, 2025. There was no reason to notify CARS, because the body damage was not covered by their *** and there was no timing component failure.
  As shown in the CARS response letter (Attachment 05.23.2025 ****** letter to CARS.pdf), March 12, 2025, I was driving back to my best friends house after visiting one of my other friends (11 pm) when a deer jumped in front of my car and I swerved hard to the right into a ditch at about 50-55mph. I could feel the car sliding down the ditch and scraping the passenger side on something hard. I maintained control in the ditch for ****** feet before being able to drive up the left side of the ditch, where I parked the Jetta. The impact of going into the ditch was insufficient to deploy the airbags or activate any engine lights. It was too dark to determine the damage from driving into the ditch, so I called my best friend to pick me up on the side of the road until we could come back tomorrow. (SEE:Attachment, ****** Appeal)
  That night, my grandson acted responsibly and had a friend pick him up, returning the next day to evaluate any damage before he attempted to drive the Jetta. He had the ***** towed to VW of Southern Mississippi on March 13, 2025; to assess the damage and ensure it was safe to drive back to ********. The accident caused body damage to the front bumper and passenger-side sheet metal, and ripped off the rear bumper. This was a sideswipe angle contact, similar to hitting a guard rail at an angle, rather than a direct frontal, rear, or side (T-boned) impact, which typically disables a vehicle. The Dealer notified my grandson what was needed to be repaired to drive the Jetta safely back to ********. The Dealer never stated that the accident caused damage to the engine timing components, which, if driven, would lead to engine timing component failure. The dealer never said that the body damage would render the Jetta unsafe to drive back to ********. The dealer never told my grandson that continuing to drive the Jetta would cause any damage to the engine or the car. If the dealer did not include any issues that would make the vehicle unsafe to drive back to ******** or that would have led to any mechanical failure on their invoice, it would have placed them in a significant liability position. CARS referenced this invoice in their response (03.14.2025 ****** VW of Mississippi.pdf). The Dealer never identified the rattle. The oil level in the Jetta is an issue. After driving just ***** miles, the Jetta needs oil, which is a symptom of ring, valve, or head gasket issues. ***** also noted a low oil level after driving only ***** miles back to ********, until the timing components failed. If we file a claim regarding the oil issue, I am sure CARS will argue that its not covered due to the March 12, 2025, collision.
  CARS stated that the ***** was involved in a significant collision that rendered the vehicle inoperable. The pictures taken by the CARS inspector on April 21, 2025, do not show severe body damage, severe mechanical damage, or severe damage to the engine compartment or any engine mechanical parts. The photos from the inspectors report and the photos we provided (SEE Attachments Inspection & Photos,#2,3,4,7,11,13,15 & A-M & ******* Appeal) show no areas on the body or in the engine compartment that would impede the regular operation of the Jetta, much less cause the failure of the engine timing components. In my grandson's May 19, 2025, appeal letter, he provided a timeline from the purchase date until engine timing component failure, which shows that the March 12, 2025,accident could not have caused the timing component failure on April 4, 2025. The ** Dealer in *********** would have told him the damage had to be repaired for safe operation of the Jetta. My letter dated July 1, 2025, provides my analysis of their documentation and explains why the denial is factually incorrect and unfounded. We have requested that CARS provide documentation and photos showing the direct collision-related damage to the camshaft timing chain and the *** system that caused the failure, if such evidence exists, which it does not. No accident can cause a timing chain to be stretched to the maximum with the tensioners fully extended. The complete right fender assembly would have to crush the timing assembly cover to cause any type of damage or failure to the timing chain cover. The inspector's cause of the failure was consistent with the time and miles failures of the timing components. If CARS had a certified ASE Mechanic, the inspector's cause of failure could have been verified.
  CARS' mission statement when it started was: CARS Protection Plus business will be done in an honest and truthful manner. We will provide quality service at an affordable price to offset the cost of a covered repair. We believe treating the customer with respect will bring its own reward. Somehow, this mission statement got lost with the stewardship of CARS seven years ago, under ***** *****. CARS is a textbook case of corporate greed at the expense of customer satisfaction. In our initial claim, we only requested that CARS repair the failed timing components. The ************** would cover the remaining damage. In our complaint, we stated we want CARS to pay the repair cost of $3,819.64 (SEE: Attachments, Tynans Invoice), but omitted all the **** fares my grandson had to pay during the appeal and complaint period, much less the value of time that was spent fighting a claim denial that should have been approved from the beginning. I am sure they will dispute the $189 hourly rate charged by Tynans VW because they claim the national hourly rate of $125 is based on national services. They only provide the time and rate for each repair, not all repairs. CARS chooses the rate they will pay.
  To recap. CARS' denial, dated May 12, 2025, was based on their assumption that the accident and timing component failure occurred simultaneously. Stating the reason for denial was Provision 3 (l). (Damage caused by an accident is not covered.) The accident actually happened 23 days earlier. A ** Dealer in *********** inspected the car to ensure it was safe to drive, and they never mentioned that any damage from the accident would compromise the car's safety if driven or could cause the timing components to fail on April 4, 2025. After receiving my grandsons letter dated May 19, 2025,CARS sent a second denial letter dated May 12, 2025 (note the same date as the first denial letter), stating my grandson continued to operate the Vehicle with known defects for 2600 miles until the Vehicle would no longer function.CARS never states what known defects were known by the grandson that would cause the timing components to no longer function, or that continued driving would damage any part of the Jetta. If any defects could have caused a timing failure, the ** Dealer in *********** would have told my grandson, or they could have put themselves in a liability position. CARS also used Provision 4 (h), but never specifies why that applied to the failure. After receiving my Appeal dated July 1, 2025, CARS stated that it does not rely on the independent inspection report summary to decide whether to deny a mechanical claim. CARS considers all information received during the adjudication of a mechanical claim to reach a conclusion. Their photo tells CARS the ***** ********** Jetta PZEV is not drivable. The fan blade has no clearance to function between the engine and the shroud. The condenser and radiator pushed back so far into the radiator support from the impact. In their second photo, they claim the bracket is cracked, which indicates stress from an impact. The independent photos I sent CARS tell a different story. The crack they claim is actually a piece of grass from driving into the ditch on the outside of the timing housing. My photos (SEE: Attachment Inspection & Photos, K,L,M)   show the radiators (the main larger fan was not damaged and both fans had room to function as designed. In conclusion, CARS has fabricated all reasons not to pay a legitimate claim. (SEE: Attachments CARS Reviews 1 & 2). In conclusion, they are Crooks!!!
  
  Sincerely,
  ******** and ******* ******
  Attachments:
  
  Attached Files and Documents:
  BBB Final
  Inspection & Photos
  CARS emails
  CARS ***
  CARS Reviews 1
  CARS Reviews 2
  Mission Statement
  ****** Appeal
  ******* Appeal
  CARS Denials
  Tynans Invoice
  
  
  To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** And ******* ******

  Business Response

  Date: 09/16/2025

  September 16, 2025
  
  RE:          2014 ********** JETTA SE PZEV
                  CONTRACT NO.: LSE619711
                  OUR FILE NO.: C-9219
                  BBB COMPLAINT: 23799409
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers second ******************** complaint and responds as follows:
  
  Most the customers complaint stems from a narrative he has created in his own mind and not real facts concerning the mechanical claim in question or CARS as a company. As a result, these complaints fall outside of the scope of what CARS can reasonably address.
  
  The customer continues to spam ************** with increased amounts of information,most of which is largely irrelevant to the mechanical claim, disorganized and hard to follow. The customer selectively takes bits and pieces of information and combines them to support the narrative he has constructed; however, this distorted interpretation does not change the fact that this mechanical claim was correctly denied. Nor does it change the fact that CARS has corresponded with this customer NUMEROUS times both via telephone and email and provided detailed information on the denial of the mechanical claim. Some of this correspondence was provided to the BBB by the customer. ************** claims adjusters have the necessary expertise to properly adjudicate mechanical claims and, while CARS can understand the customer being upset about a denied mechanical claim, the customer being upset with the denial does not mean that the denial was incorrect.
  

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

  On April 09, 2025, a repair facility opened a mechanical claim on behalf of the customers 2014 ************************ (Vehicle). The mechanical claim was correctly denied based on the information available to CARS at the time.

  The customer subsequently provided ************** with additional information which supported CARS decision to deny the mechanical claim.
  
  CARS has attached our previous correspondence with the customer with provides information on the denial of the mechanical claim.
  

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

  Regarding the customers statement in his latest complaint that the Vehicle may be having additional issues,if the Vehicle is having issues the customer can take the Vehicle to the ********************** facility of his choice and have that repair facility follow the claim procedures at Provision 5. of the ***. Repairs completed without prior authorization from CARS will not be covered.

  CARS hopes this information was helpful to her inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachments

  Customer Answer

  Date: 09/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have attached my rejection to CARS response, and attached my response in the attachments, and have attached all documentation related to this rejection in my first rejection. If you require more information, please advise me and I will provide it. ******* and ******** ******. [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** And ******* ******

• Initial Complaint

  Date:08/08/2025

  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.

  Upper timing cover need changed cause a oil leak. The warranty said it is covered but cars protection plus denied claim. Just bought the car on 7/29/25. They ask for pictures and mechanics provided pictures. Still they denied claim

  Business Response

  Date: 08/20/2025

  August 20, 2025
  
  RE:          2017 ********** GOLF GTI S
                  CONTRACT NO.: OPE697545
                  OUR FILE NO.: C-9338
                  BBB COMPLAINT: 23719006
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On August 04, 2025, a repair facility opened a mechanical claim on behalf of the customers 2017 ********** Golf GTI S (Vehicle) via CARS online claims portal stating the Vehicle needed a *** Valve and the upper timing cover was leaking.
  
  In response to the online claim submission, CARS claims adjuster sent an email to the repair facility. This email explained that the *** Valve is not listed for coverage on the customers attached *************** Contract (VSC), provided a brief overview of the customers VSC coverages, and requested diagnostic information from the repair facility regarding the upper timing cover leak.
  
  On August 07, 2025, the customers ********************** facility stated the cause of failure to the upper timing cover was a clogged oil separator.
  
  On August 08, 2025, CARS claims adjuster replied to the repair facility and explained that the oil separator is not listed for coverage on the customers VSC; therefore, any damage caused by the oil separator would not be covered and CARS could not assist with the claim. CARS has highlighted this information at Provision 3. (f.): 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): f.Damage/failure to a covered component caused by a NON-covered component.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 08/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:08/05/2025

  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 a CARS Protection Plan from the dealer when I bought a used vehicle on June 13, 2025, paying $4,181.00 for the ******* provided in the contract, I submitted a written request to cancel the plan within 30 days of the effective datespecifically, on July 10, 2025. I received email confirmation that my cancellation request had been received. Under the terms of the agreement, a full refund is required when cancellation occurs within 30 days.On July 25, 2025, my credit union (the lienholder) received a partial refund of $2,098.74. I contacted CARS and spoke with someone in the cancellations department. After placing me on hold to investigate, she acknowledged that the refund amount was incorrect and confirmed that I was entitled to the full refund. She assured me the remaining amount would be issued shortly.On July 30, 2025, the credit union received an additional refund payment of $1,970.42. However, that brings the total refunded to $4,069.16still $111.84 short of the full amount I paid. The contract does not authorize any cancellation or administrative fee for cancellations made within 30 days.I have already invested significant time trying to recover the full amount owed. I request that CARS promptly issue the remaining $111.84 to complete the full refund in accordance with the contract terms.Thank you for your attention to this matter.

  Business Response

  Date: 08/07/2025

  August 07, 2025
  
  RE:          2016 JEEP WRANGLER UNLIMITED SPORT
                  CONTRACT NO.: ACE681264
                  OUR FILE NO.: C-9334
                  BBB COMPLAINT: 23701588
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  The customer cancelled their *************** Contract and was issued an initial payment of $4,069.16,received in two (2) portions, one from CARS and one from the selling car dealership.
  
  On July 29, 2025, the customer contacted ************** stating he received the incorrect refund amount. CARS believes this is where the confusion occurred as CARS customer service representative was unaware that at this point the customer had only received one of the two initial portions of the $4,069.16. During this call what CARS customer service representative looked at was the fact that the customer had received $4,069.16 not $4,181.00. CARS customer service representative then contacted CARScancellations department who determined the customer was correct and was due a full refund.
  
  On July 30, 2025, CARS customer service representative contacted the customer stating the lender would receive the remaining balance meaning the $111.84 still owed.
  
  The remainder of the refund or the second payment referred to by CARS customer service representative - will also be received in two (2) portions totaling $111.84, one from CARS and one from the selling car dealership.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la

  Customer Answer

  Date: 08/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will assume at this time that this resolution is satisfactory to me, though I still have not received all the funds due.

  There are some obvious customer service issues that need to be addressed though. I sent the cancellation request on July 10. On August 9--a month later--I am still waiting on the last credit of the full refund. Also, their communication is poor. Why did it take a BBB complaint to get the full story? I called and talked to a representative who told me she could not tell me the amount of the refund. That's probably what led to the miscommunication. I will take CARS at their word that the last part of the refund is on its way, but I still don't have it yet.
  
  Regards,
  
  ******* *********

• Initial Complaint

  Date:07/28/2025

  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 bought my 2014 VW Jetta 1.8T from *************** on *********************************, **. Before I purchased the car, they started it up for me. It made a LOUD rattling noise upon start-up, then went away. They said it was "normal" because the car hadn't been started in a while. I ended up buying the car for $10k (or so). After 2 weeks, the check engine light came on. Camshaft position code. My stepfather (master mechanic) said it's the timing chain. @ other mechanics I know confirmed. ** had a class action suit against them (and lost) for this very problem. I took in the ****** VW (dealership). The aforementioned *************** sold me the car with an aftermarket warranty from "Cars Protection Plus" or CCP. ****** began my claim with Cars Protection Plus(CCP) less than 3 weeks into my 3-month warranty. ****** exposed the problem, but *** said they didn't show sufficient evidence, although they had. I had to authorize further teardown of my engine before they would approve the work. I authorized it. ****** then did the tear down. They then sent pictures and video to me and CCP proving the work needed to be done. *** denied. *** then sent a third party to investigate, who said they "needed more proof". But the dealership says that's COMPETELY UNNECESSARY. The dealer said they already exposed the bad part, and it's so bad there's no way they (CCP) can deny the claim. It's been over 2 months, and my family has been without a vehicle. I'm losing money every week due to the loss of work. Something has to be done. This company is NOT operating in good faith.

  Business Response

  Date: 08/04/2025

  August 04, 2025
  
  RE:          2014 ********** JETTA SE PZEV
                  CONTRACT NO.: ACE668172
                  OUR FILE NO.: C-9320
                  BBB COMPLAINT: 23664700
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On June 16, 2025, a repair facility opened a mechanical claim on behalf of the customers 2014 ************************ (Vehicle) stating the intake camshaft was bad. The customer is correct that ************** then asked the repair facility to obtain customer authorization to tear down the Vehicle to the point that the cause of failure and extent of damage could be demonstrated to CARS.
  
  On July 03, 2025, CARS received the requested diagnostic information and ordered an independent inspection of the Vehicle.
  
  The independent inspection of the customers Vehicle took place on July 08, 2025. Upon review of the third-party inspectors findings, CARS claims adjuster determined that further teardown was needed to determine the cause of failure and extent of damage to the Vehicle and notified the repair facility of this.
  
  Upon receipt of the customers ******************** Complaint, ************** had a senior claims adjuster review the mechanical claim and CARSsenior claims adjuster determined that no further teardown was required to authorize the requested repairs because the timing gear on the Vehicle is serviced with the camshaft.
  
  On July 29, 2025, CARS senior claims adjuster called the repair facility and explained that upon review of the mechanical claim it was determined that the timing gear can only be serviced with the camshaft; therefore, no additional teardown would be needed. CARSsenior claims adjuster further explained that he believes the previous CARSclaims adjuster was looking for justification for the camshaft which is why CARS was requesting additional teardown. CARS senior claims adjuster then provided a verbal breakdown of what CARS could assist with toward the repairs, verified with the repair facility that the repairs would fix all concerns with the Vehicle, provided repair authorization, and explained to the repair facility how to submit the  final invoice to receive payment upon completion of the repairs.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la

• Initial Complaint

  Date:07/15/2025

  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.

  m writing to demand a full refund of $2,199.00 for the ********************** contract (Contract #CPE361126) I purchased on February 10, 2023, for my 2012 **** E-Series Cargo E-150 (VIN: *****************).Your contract clearly claims to cover enhanced labor & diagnostics and advanced electronics under the Ultimate Value plan. However, when I recently had to replace my alternator at *****, my warranty claim was denied, despite the fact that the alternator is a critical electrical component responsible for powering the vehicles entire electronic system.This denial makes the contract useless, especially given that I paid top-tier pricing for maximum coverage. I acted in good faith, relied on your advertised protection, and followed your procedures only to be stuck with a major repair bill that should have been covered.

  Business Response

  Date: 07/23/2025

  July 23, 2025
  
  RE:          2012 **** E-SERIES CARGO E-150
                  CONTRACT NO.: CPE361126
                  OUR FILE NO.: C-9310
                  BBB COMPLAINT: 23604251
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  To date there have been two (2)mechanical claims opened on behalf of the customers 2012 **** E-Series Cargo ***** (Vehicle).
  
  On October 09, 2023, a repair facility opened a mechanical claim on behalf of the customers Vehicle requesting an alternator. CARS claims adjuster reviewed the customers attached *************** Contract (VSC) coverages, explained what CARS could assist with toward the repairs, provided a claim authorization number, and explained how to submit the final invoice to CARS to receive payment in the authorized amount.
  
  CARS never received the final invoice,and the authorization number expired on January 09, 2024.
  
  *********************************************************************************************************

  On December 23, 2024, a repair facility opened a mechanical claim on behalf of the customers Vehicle requesting an oil cooler. This mechanical claim was denied because the oil cooler is not listed for coverage on the customers ***.
  
  ************** has highlighted the customers ********************** list of covered components in the Terms and Conditions.
  
  *********************************************************************************************************

  Regarding the customers request to cancel the ***. ************** has highlighted Provision 7. (c.): 7. CANCELLATION PROVISIONS: - ALL REQUESTED CANCELLATIONS/REFUNDS MUST BE IN WRITING AND WILL BE PROCESSED THROUGH YOUR LIENHOLDER, IF ANY, OR YOUR SELLING DEALER. IF FINANCED, YOU AGREE YOUR LIENHOLDER IS A JOINT ***** TO RECEIVE ANY APPLICABLE REFUND. ANY CANCELLED CONTRACT IS VOID AND WILL NOT BE REINSTATED. c. After 30 days from the Effective Date, there is no refund except in the case of a total loss (as determined by the insurance carrier), repossession by the lienholder, or You no longer own the Vehicle and can provide supporting documentation, and as long as no claim was made. If eligible, We will cancel this Service Contract for a monthly prorated refund, less an administration fee of $50.00.
  
  *********************************************************************************************************

  CARS has not received contact from a repair facility regarding a failed alternator on the customers Vehicle since October 09, 2023. If the Vehicle currently needs an alternator, the customers ********************** facility needs to contact CARS and open a mechanical claim prior to making any repairs to the Vehicle.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

• Initial Complaint

  Date:07/12/2025

  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.

  Company did not honor the repairs outlined in the contract that we paid for. Waste of money and time.

  Business Response

  Date: 07/22/2025

  July 22, 2025
  
  RE:          2008 GMC ACADIA SLT-1
                  CONTRACT NO.: *********
                  OUR FILE NO.: C-9308
                  BBB COMPLAINT: 23590235
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  There were four (4) mechanical claims opened on behalf of the customers 2008 GMC Acadia SLT-1 (Vehicle)while her *************** Contract (VSC) was active.
  
  On April 21, 2022, a repair facility opened a mechanical claim on behalf of the customers Vehicle stating the Vehicle needed a front power window motor, both front axles, and a tune-up.The tune-up was not covered by the customers VSC; however, ************** paid assistance for the front power window motor and both front axles correctly according to the Terms and Conditions of the customers VSC.
  

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

  On September 12, 2023, a repair facility opened a mechanical claim on behalf of the customers Vehicle stating the Vehicle needed the #2 ignition coil. This mechanical claim was denied because the dollar amount that the customers VSC could assist with fell below the customers contractual $100.00 per mechanical claim deductible.

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

  On August 07, 2024, a repair facility opened a mechanical claim on behalf of the customers Vehicle stating the Vehicle needed an engine. CARS claims adjuster reviewed the customers VSC coverages with the ********************** facility and requested the repair facility obtain the customers authorization to tear down the Vehicle to the point that the cause of failure and extent of damage could be provided to CARS.
  
  On August 14, 2024, CARS had not received the requested diagnostic information from the customers chosen ********************** facility; therefore, CARS claims adjuster called the repair facility for an update. The repair facility sent photos to CARS that day showing a broken timing chain, stating the broken timing chain had caused internal damage to the engine. 
  
  After reviewing the photos, CARSclaims adjuster called the repair facility and explained that the Vehicle needed torn down to show the cause of failure and extent of damage to the engine. The customers ********************** facility stated they would send photos.
  
  On August 22, 2024, CARS received photos.
  
  After reviewing the photos, CARSclaims adjuster called the repair facility and explained that CARS needed to see the damage to the pistons. The customers ********************** facility stated they would send the photos.
  
  On August 23, 2024, CARS received additional photos.

  
  On August 26, 2024, CARS called the repair facility and requested an itemized estimate; CARS received the estimate later that day.
  
  On August 27, 2024, CARS claims adjuster called the repair facility and explained that CARS would be sending a third-party inspector to verify the repair facilitys findings.
  
  The independent inspection of the customers Vehicle took place on August 30, 2024, and the third-party inspectors findings are summarized below:
  
  LEVEL OF TEARDOWN: Engine Disassembled.
  FINDINGS: The inspection showed no signs of commercial use or damage and no signs of neglect or modifications. Confirmed the rear timing chain has failed. There are light contact marks on one of the cylinder 1 exhaust valves from possible impact damage, but no other valve damages seen. There is heavy carbon buildup on all the valves. Technician stated prior to teardown and inspection he did not record compression readings across all cylinders. No sludge seen. Some varnish buildup in the cylinder head. There is some wear and light scoring on the cylinder walls and carbon buildup on the piston tops.
  CAUSE OF FAILURE: Material wear failure to the timing chain. Unable to confirm valve impact damage.Verified heavy carbon buildup on the valves.
  
  On September 11, 2024, CARSclaims adjuster spoke to the repair facility and explained that the customers VSC did not cover carbon buildup failures; however, CARS could assist with the timing repair. The repair facility stated they would send an estimate to CARS.Please see highlighted Provision 3. (p.): 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): p. Damage/failure caused by carbon, sludge, or water ingestion.
  
  On October 01, 2024, CARS had not received the updated estimate; therefore, CARS claims adjuster called the customers chosen ********************** facility and left a voicemail.
  
  On October 07, 2024, CARS still had not received the updated estimate; therefore, CARS claims adjuster called the repair facility. The repair facility stated they were waiting on customer decision.
  
  On November 08, 2024, the mechanical claim closed because it had been more than 30 days since CARS received contact from the repair facility.

  *********************************************************************************************************
  
  On February 12, 2025, the same repair facility from the previous mechanical claim opened a new mechanical claim on behalf of the customers Vehicle requesting an engine stating the Vehicle had never left the shop. The repair facility stated the timing chain had broken and bent the valves which caused the engine failure.  CARS claims adjuster explained that the only damage demonstrated to the inspector was a broken timing chain and that at this time CARS could not assist with an engine replacement.
  
  On February 25, 2025, CARSclaims adjuster spoke to the customers chosen ********************** facility again. The repair facility requested an engine. CARS claims adjuster reviewed the previous independent inspection report and explained that if the repair facility wanted to send the heads to a machine shop to determine if there was valve damage they could, this would be at customer expense, but ************** would need the machine shop report to review providing any repair assistance in addition to the timing chain.
  
  CARS received no additional contact from the customers ********************** facility.
  
  On March 25, 2025, the customers VSC expired by date.
  
  ************** hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

• Initial Complaint

  Date:07/08/2025

  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.

  The warranty contract NO is CPE668174

  Below is the warranty number and address **********************************************

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

  Number **********

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

  Vehicle purchase price $10,995.00

  Car mileage was 134,000miles

  Customer Answer

  Date: 07/08/2025

  I bought a 2017 ******* Santa fe on 5/15/2025 and this car has been given me alot of issues. On the 6/26/2025 when I went into my to drive, it wasn't starting. I thought it was the battery but on my greatest surprise it wasn't it .l had to go the capital ******* Greensboro to laid a complaint which they asked me to tow the car and bring to them on which they try to look into determine what was the problem and they said the engine was bad.From there we had called the warranty people to see if the can fixt car but the option they gave wasn't fair enough

  Business Response

  Date: 07/11/2025

  July 11, 2025
  
  RE:          2017 ******* SANTA FE SE
                  CONTRACT NO.: CPE668174
                  OUR FILE NO.: C-9303
                  BBB COMPLAINT: 23569858
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On July 07, 2025, a repair facility opened a mechanical claim on behalf of the customers 2017 **************** SE (Vehicle) requesting an engine replacement. CARS claims adjuster reviewed the customers *************** Contract coverages, explained not to make any repairs without prior authorization from CARS, and requested that the repair facility obtain the customers authorization to teardown the Vehicle to the point that the cause of failure could be provided to CARS.
  
  CARS is unsure what the customer means by the option they gave wasnt fair enough.
  
  To date, CARS has not received the requested diagnostic information from the customers chosen ********************** facility;therefore, CARS has not given the repair facility or the customer the information on what assistance, if any, CARS can provide toward the repairs.
  
  Upon completion of diagnostics,the customers chosen ********************** facility needs to contact CARS claims department for the mechanical claim to progress.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la

  Customer Answer

  Date: 07/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ****** *****