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.

close

Find a Location

C.A.R.S Protection Plus Inc has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/20/2025

  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 called cars protection plus to cancel my extended warranty. The customer service person who answered my call abd was rude. The minute I stated that I wanted to cancel my warranty she got upset and asked why. I informed the person who identified themselves as ***** that i was in an accident and I do mit plan no keeping the car after it is resolved therefore I would not be needing the coverage. She proceeds to tell me I would need proof I was in an accident before I could cancel. That did nit sound right to me. So I asked why I had to prove it. That I had a right to cancel any time I feel I did not need the insurance. Plus it does not say that anywhere in the service contract that I had to proof why I wanted to can and that if she explain and educate me on where that cluster was. Ms. ***** the customer service person then proceeds to tell me that she did not have the time to do that and hanged up the phone. I attempted to call back several times and my number seems to be blocked. I had to use another phone number to call. When I asked to speak to the supervisor, they would not connect me stated he was busy. They gave me a fake supervisor name that later no one knew about. They also all use the name ***** in that office. Whenever you call, everyone who answered stated their name was *****, but not the same ***** I had spoken to earlier. I have finally been given the form to fill out for refund. But they refuse the pick up my call or respond to my emails about the status of my refund claim.

  Business Response

  Date: 05/28/2025

  May 28, 2025
  
  RE:         2018 **** A4 2.0T QUATTRO PREMIUM PLUS
                 CONTRACT NO.: ACE529650
                 OUR FILE NO.: C-9250
                 BBB COMPLAINT: 23356957
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  The two (2) customer service representatives that the customer refers to in her complaint are named Marii and ***** and are two (2) employees with similar names.
  
  CARS requests proof of loss in a total loss situation because the date/mileage of loss will be used for the calculation of any available refund. Because the customer did not want to provide proof of loss, the customer was provided a cancellation form to fill out and return. The *************** Contract (VSC) was cancelled effective May *******, the date CARS received the completed cancellation form. The available refund was calculated according to the Terms and Conditions and sent directly to the customers lender: 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. *****: Provision 7(a) is deleted and replaced with: CANCELLATION BY SERVICE CONTRACT HOLDER: You may cancel this Service Contract at any time. If You cancel this Service Contract before the 31st day after the date of purchase, We shall refund You or credit to Your account the full purchase price of the Service Contract, decreased by the amount of any claims paid. No cancellation fee may be imposed. If You cancel this Service Contract on or after the 31st day of purchase, We shall refund You the prorated purchase price of the Service Contract reflecting the remaining term of the contract, based on mileage or time, whichever results in a lower amount,decreased by the amount of any claims paid and a reasonable cancellation fee not to exceed $50.00. If We do not pay the refund or credit Your account before the 46th day after the date notice of cancellation is received by Us, then We are liable to You for a penalty for each month an amount remains outstanding equal to 10% of the refund amount outstanding. The penalty is in addition to the full or prorated purchase price of the Service Contract that is owed to You.
  
  CARS does not have the customers phone number blocked.
  
  ************** strives to provide excellent customer service and apologizes the customer was not treated with respect by a CARS customer service representative.
  
  ************** hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

• Initial Complaint

  Date:05/08/2025

  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.

  I bought this four year warranty because I thought it would cover items like my transmission if it failed. It says it the contract that it clearly covers transmission and I paid $2412.00 for my warranty. My car's transmission has failed. I took it to a ****** Dealership and CARS Protection Plus states it covers the transmission but only if a mechanic takes apart the transmission and figures out the root cause for failure. The brochure I was given when I bought this warranty did not state that. It is over $7,000.00 worth of labor to take apart a transmission and dealerships will not do that. Three other mechanics I have contacted will also not take apart the transmission. I'm seeking reimbursement for my warranty as it is a scam. I would like at least partial reimbursement of the warranty as is it supposed to be active until 12-30-2027.I have the "Value Plus" ********* is a link to the Value plus plan that PDF that describes how it covers Transmission.******************************************************************************** have also attached a picture of the brochure. It does not state anywhere on that brochure "only if a mechanic takes apart the transmission and figures out the root cause for failure".

  Business Response

  Date: 05/15/2025

  May 15, 2025
  
  RE:         2014 ****** PATHFINDER S
                 CONTRACT NO.: CPE459556
                 OUR FILE NO.: C-9236
                 BBB COMPLAINT: 23303696
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  Regarding the customers request for reimbursement for their attached *************** Contract (VSC), CARS 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.
  
  On May 07, 2025, a repair facility opened a mechanical claim on behalf of the customers 2014 ******************* (Vehicle) requesting a transmission and a transfer case. CARSclaims adjuster requested that the repair facility obtain the customers authorization to drain the transmission fluid and check for debris AND to tear down the transfer case to the point that the cause of failure could be demonstrated to CARS. The customers chosen ********************** facility stated that due to them only employing two (2) technicians they were unsure they would have the time to complete the needed diagnostics but would speak to the customer and then contact **************.
  
  CARS cannot replace a transmission,or a transfer case based solely on repair facility request. CARS needs diagnostic information from the customers chosen ********************** facility that demonstrates a covered cause of failure to the component. Please see highlighted Provision 5. (c.): 5.SERVICE CONTRACT CLAIM PROCEDURES: FAILURE BY YOU OR YOUR REPAIR FACILITY TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: c. For any authorized claim, Your repair facility must perform a proper diagnosis as determined by Us to determine the cause of failure and extent of damage, which may include tear down to the point of component failure upon Our request. YOU ARE RESPONSIBLE FOR THESE CHARGES and for any other non-covered repairs/tear-down/diagnostics,(unless You have the ULTIMATE VALUE Coverage, for which We will pay diagnostic time of up to one hour of labor for a covered repair).
  
  The customer can find a list of ********************** facilities that regularly work with CARS by visiting: *******************************************************************************
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

• Initial Complaint

  Date:05/06/2025

  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.

  At car protection plus. I payed 2300 dollars for the plus package protection. The parts are clearly listed on the warranty and they will only cover 20 percents of the parts cost. This seems to be the same for alot of other people.

  Business Response

  Date: 05/14/2025

  May 13, 2025
  
  RE:         2015 **** FOCUS ST
                 CONTRACT NO.: CPE585053
                 OUR FILE NO.: C-9231
                 BBB COMPLAINT: 23292510
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  CARS offers a wide variety of *************** Contracts (***s) that provide various levels of coverage, and each mechanical claim is adjudicated according to the Terms and Conditions of the customers specific ***. ************** has highlighted Provision 5. (f.) in the customers attached ***: 5. SERVICE CONTRACT CLAIM PROCEDURES: FAILURE BY YOU OR YOUR REPAIR FACILITY TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: f. We have the option to select used, rebuilt or aftermarket components when authorizing repairs. For authorized claims totaling in excess of Your deductible (if any), You may have the choice to select either a third-party component or take a claim allowance to specifically be used towards Your repair. If Your chosen repair facility provides parts for an authorized repair, a minimum 90 day Parts and Labor Warranty is required for all Power Train components. If We supply a third-party component on Your Vehicle, the warranty on that part expires at the end of ************ Contract Term, regardless of any delays or downtime.
  
  On May 02, 2025, a repair facility opened a mechanical claim on behalf of the customers 2015 **** Focus ST (Vehicle). During the initial phone call, CARS claims adjuster explained the above information to the customers chosen ********************** facility, calculated the amount CARS could assist with based on the Terms and Conditions of the customers ***, and then provided the dollar amount that CARS could assist with to the customers chosen ********************** facility. The repair facility stated if the customer was unwilling to allow them to use their chosen part then they would not perform the repair. CARS claims adjuster explained that the customer could choose to pay the difference between the price of the part covered by the *** and the repair facilitys supplied part.
  
  On May 02, 2025, CARS claims adjuster reviewed the above information with the customer and explained that ************** was able to locate the A/C compressor for the price CARS was offering at a parts supplier located within 10 miles of the customers ********************** facility and that if the customer wanted to relocate their Vehicle to a repair facility willing to use that part he could.
  
  On May 09, 2025, CARS received the final invoice from the customers ********************** facility and payment was made in the authorized amount.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

• Initial Complaint

  Date:04/30/2025

  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 dropped my vehicle off at a repair facility, as directed by ****************************************** facility emailed them describing the problem and now more than 24 hours has passed and nothing from Liberty shield on whether they will cover the repairs. Myself, I have called and left 4 messages, no calls back and e-mailed as well, nothing. I paid $3500 for this warranty coverage and I get no response. 

  Business Response

  Date: 05/08/2025

  May 08, 2025
  
  RE:         2013 CHEVROLET SUBURBAN LTZ 1500
                 CONTRACT NO.: LSE564011
                 OUR FILE NO.: C-9221
                 BBB COMPLAINT: 23249818
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On April 25, 2025, CARS received an online claim submission from a repair facility on behalf of the customers 2013 Chevrolet Suburban LTZ 1500 (Vehicle).
  
  CARS spoke to both the customer and the ********************** facility regarding the mechanical claim that day.
  
  Also on April 25, 2025, CARSclaims adjuster provided authorization for the repairs to the repair facility.
  
  On May 02, 2025, CARS claims adjuster returned a voicemail received from the customer but was unable to reach the customer and had to leave a voicemail.
  
  This mechanical claim has been paid.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la

  Customer Answer

  Date: 05/08/2025

  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.
  
  They approved the condenser and thermostat, but they did not approve the oil cooler line fix or the Transmission cooler line fix, both were needed.
  
  Regards,
  
  ***** *******

  Business Response

  Date: 05/15/2025

  May 15, 2025
  
  RE:         2013 CHEVROLET SUBURBAN LTZ 1500
                 CONTRACT NO.: LSE564011
                 OUR FILE NO.: C-9221
                 BBB COMPLAINT: 23249818
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  The customers attached *************** Contract (VSC) offers an inclusionary level of coverage; if a component is not listed then it is not covered. Neither oil cooler lines nor transmission cooler lines are listed for coverage.
  
  For easy reference, CARS has highlighted the customers ********************** list of covered components.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  

  Customer Answer

  Date: 05/15/2025

  [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:04/23/2025

  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.

  The *** authorized dealer diagnosed the issues which are covered under this warranty but, repairs were denied due the unreasonable explaination of "that's not normal". "Normal" or not the part failed and needed replacement. Upon researching the wastegate issue there was a Service Bulletin issued regarding this repair on this model. Both I and the dealership spoke with a level 3 adjuster and explained that fact to no avail. The wastegate failed and later the intake had a leak. The car was purchased less than a year ago. All services were perfomed by a dealer. I paid out of pocket for the wastegate, and will pay for the air intake repair once completed due to both claims being denied. After speaking to multiple representatives of this company it seems that their employees are trained to routinely look for any reason to deny claims. I plan to ****** my contract due to their breach of the agreement. I do not recommend buying their extended auto warranty, it is money in the wind. Both the service dealership and I found this company to conduct business without honesty to be notably unprofessional. Buyer beware.

  Business Response

  Date: 04/29/2025

  April 29, 2025
  
  RE:         2019 *** 7 SERIES ALPINA B7 XDRIVE
                 CONTRACT NO.: PPE526299
                 OUR FILE NO.: C-9205
                 BBB COMPLAINT: 23239620
  
  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 2019 *** 7 Series Alpina B7 XDrive (Vehicle).
  
  On March 20, 2025,  a repair facility opened a mechanical claim on behalf of the customers Vehicle requesting a wastegate harness and actuator.This mechanical claim was denied because neither of those components are listed for coverage on the customers attached *************** Contract (VSC). 
  
  On April 21, 2025, the same repair facility opened a mechanical claim on behalf of the customers Vehicle requesting a crankcase ventilation hose. This mechanical claim was denied because the crankcase ventilation hose is not listed for coverage on the customersVSC.
  
  The customers VSC provides an inclusionary level of coverage meaning if a component is not listed then it is not covered. CARS has highlighted the customers ********************** list of covered components at Provision 2. (a.).
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 04/30/2025

  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 waste controller is listed in section 2.a.i. and  seals and gaskets covered in another section.
  
  Regards,
  
  ******* *******

  Business Response

  Date: 05/07/2025

  May 07, 2025
  
  RE:         2019 *** 7 SERIES ALPINA B7 XDRIVE
                 CONTRACT NO.: PPE526299
                 OUR FILE NO.: C-9205
                 BBB COMPLAINT: 23239620
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  The customer is correct that the wastegate controller is listed for coverage on their *************** Contract (VSC)and to date, no repair facility has contacted CARS regarding a failure to the wastegate controller.
  
  The wastegate controller and wastegate actuator are different components.
  
  The customers seals and gaskets coverage is 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.
  
  A hose is not a seal or gasket.
  
  If the customers 2019 *** 7 Series Alpina B7 XDrive (Vehicle) is having issues with either the wastegate controller or a covered seal/gasket failure, the customer needs to take their Vehicle to a ********************** facility of their choice and have that repair facility follow the claim procedures at Provision 5.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la

• Initial Complaint

  Date:04/05/2025

  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.

  Purchased vehicle in April of 2024 with an additional 2000$ service plan from cars protection plus. In January of 2025 the engine failed. I took the car to the dealer which is a car protection plus service provider. They approved replacement of the engine. Engine was replaced and still does not work 4 months later and still at same service provider. **************** is refusing to provide further service. I have been paying the car note and insurance still monthly for a car that is not in my possession. The warranty company is providing no feedback to me as a customer as to why they are no longer cooperative. I am stuck as a customer in a dispute between 3rd parties. I have executed all of my obligations.

  Business Response

  Date: 04/14/2025

  April 14, 2025
  
  RE:         2012 ******** SRX LUXURY COLLECTION
                 CONTRACT NO.: ACE502188
                 OUR FILE NO.: C-9186
                 BBB COMPLAINT: 23164454
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On January 02, 2025, a repair facility opened a mechanical claim on behalf of the customers 2012 ******** SRX Luxury Collection (Vehicle). During the adjudication of the mechanical claim,it was determined that the Vehicle needed an engine.
  
  On January 20, 2025, CARS claims adjuster spoke to the customers chosen ********************** facility and provided the customers options on how to receive the engine. The customer had the option to have ************** supply the part and assist with the labor or to take the claim allowance and use the repair facilitys supplied part. The customer chose to have ************** supply the engine and assist with the labor. CARS claims adjuster then provided repair authorization to the customers chosen ********************** facility and ordered the part from a third-party parts supplier regularly utilized by CARS.
  
  On January 23, 2025, the engine was shipped. Prior to shipping, the third-party parts supplier manually and visually inspected the engine, as well as compression tested the engine. The engine passed inspection and ran perfectly, with compression readings of 170 PSI across the board.
  
  On February *******, the customers chosen ********************** facility called CARS stating that the engine had been installed in the customers Vehicle and while the technician was trying to install torque converter bolts the engine would not turn over and was locked up. CARS notified the third-party parts supplier who began trying to contact the customers chosen ********************** facility for information on the engine failure. The third-party parts supplier had trouble getting in contact with the customers chosen ********************** facility and subsequently scheduling an independent inspection of the engine. During the telephone conversations between the third-party parts supplier and the customers chosen ********************** facility, it became evident to the third-party parts supplier that the customers chosen ********************** facility was not experienced with installing engines.  
  
  The independent inspection of the engine took place on February 26, 2025, and the third-party inspectors findings are summarized below:
  
  LEVEL OF TEARDOWN: Engine was out of the car.
  
  FINDINGS: The engine that was shown had salvage writing on it. Looking down at the drivers side exhaust on the head you can see a large buildup of some type of substance. Had the tech try and use a prybar to turn the engine over and confirmed it is locked up. The engine did not appear to have been torn down at all, and I question whether this motor was even installed. The plugs for the hoses were still there. The intake that the motor appears to have come with was still bolted to the engine and broken. There was no oil in the engine and no oil filter on the engine. Note: When asked to see the repair order the shop was reluctant to show it. When the contact finally did, he would not show the customer info. When asked, he stated it was not needed. Asked him to scroll down to get a photo and he said that was not needed.
  
  CAUSE OF FAILURE: Internal engine failure to the presented engine.
  
  INSPECTORS OPINION OF REQUIRED REPAIRS: ********* presented has an internal failure. No oil in the engine or filter installed is strange and wonder if they did install it and never put oil in it. The location is more of a place where they fix and flip vehicles and not a typical repair facility.
  
  Based upon the above information, it was determined that the failure to the supplied engine had been caused by the customers chosen ********************** facility improperly installing the unit; therefore, the warranty claim on CARS supplied engine was denied. Please be advised that damage caused by improper repairs is not covered on the customers attached *************** Contract (VSC): 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): i. Damage resulting from any previous improper repair.
  
  Upon request from the customer, ************** ordered a 2nd independent inspection of the Vehicle.
  
  The second independent inspection of the customers Vehicle took place on April 03, 2025, and the third-party inspectors findings are summarized below:
  
  LEVEL OF TEARDOWN: Fully assembled.
  
  FINDINGS: The engine appears to have been replaced.The engine oil was full and fresh, and a FRAM engine oil filter is installed.The engine runs poorly and has a constant misfire at any RPM. There were no obvious internal engine noises. No misfire codes, but the engine has obvious misfire/dead cylinder. Codes P0102 MAF sensor issue tech stated MAF sensor has been replaced. P11C2 and P2199 both codes related to intake air temperature. No further demonstrations were performed.
  
  CAUSE OF FAILURE: Verified the engine is running poorly, additional diagnosis will be needed to isolate cause.
  
  INSPECTORS OPINION OF REQUIRED REPAIRS: Further diagnosis is needed to determine the cause of the poor engine performance and to establish a course of repair.
  
  Based upon the information CARS has, the engine was improperly installed by the customers chosen ********************** facility; therefore, CARS cannot assist. If the customers chosen ********************** facility can provide further information on the engine failure, the customers chosen ********************** facility needs to contact CARS claims department.
  
  Regarding the customers statement that the Vehicle was taken to a car protection plus service provider. CARS does not have a list of service providers that customers are required to use and the customers VSC allows the customer to take their Vehicle to any ********************** facility willing and able to work with CARS. Additionally, CARS is not responsible for the quality of the repair made by the customers chosen ********************** facility: 4. PROVISIONS OF THE SERVICE CONTRACT: m. We will not be responsible for any time lost,any inconvenience caused by the loss of use of Your Vehicle, the quality of the repair by the repair facility, personal injury, physical damage, property damage, loss of wages, commercial loss or for any other incidental or consequential damages You may have.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 04/14/2025

  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 place that is repairing the car is the dealership where I purchased the car and purchased the CARS warranty. If they are not fit to fix it then why did the warranty company approve them as a repair site? I am only doing what made sense as a customer. ********************** worked with a supplier for the engine and this car lot to sell warranties. How are they all of a sudden not adequate. If they are not I should be allowed to take my care to another shop that CARs approves for repair. Why does a warranty company get to choose the repair shop, the parts supplier and still avoid accountability. They only chose I made was to pay 2000 for a warranty thats not being honored. Why are they selling warranties on fix and flip cars with no intention to properly fix them when things go wrong. Thats fraud. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:03/28/2025

  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 purchased a warranty in 7/23 that was for 2 years. The cost was $2495. I immediately had issues with the car. Then in 1/24 the engine failed causing over $13,000 in damages. They paid $3,000 It clearly states in the contract that the engine is covered. The coolant was leaking which caused the engine to fail. That was also covered. But yet i still had to pay at least $10,000. I will tell anyone who will listen to not do business with this company or the dealer that also rips people off. When you are a ***** dealer you deal with a shady warranty company and ****************. It's all the same. And i will go after them until I can't anymore. Its just not right. I think it's genius that bbb asks for the order number so everyone can see the contract and it's clear as day.

  Business Response

  Date: 04/07/2025

  April 07, 2025
  
  RE:         2016 **** A5 2.0T QUATTRO PREMIUM
                 CONTRACT NO.: CPE409568
                 OUR FILE NO.: C-9177
                 BBB COMPLAINT: 23130578
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On January 23, 2024, a repair facility opened a mechanical claim on behalf of the customers 2016 **** A5 2.0T Quattro Premium (Vehicle). CARS has reviewed the mechanical claim and determined that it was adjudicated correctly according to the Terms and Conditions of the customers attached *************** Contract (VSC). A breakdown of CARS payment is attached.
  
  Upon review of the claim, it appears that much of the customers out-of-pocket expense came from the difference between his chosen repair facilitys labor rate/time and the labor rate/time that his VSC covers. CARS has highlighted the customers VSC labor rate/time info. at Provision 2. (a, vi.): 2. SCHEDULE OF COVERAGE: a. POWER TRAIN BASIC: vi. LABOR: The authorized time for a covered repair will be based on the Mitchells ProDemand Labor Guide or a nationally recognized labor guide as determined by the Administrator. The hourly labor rate assistance will be the repair facilitys rate up to $60.00 per hour.Should Your repair facility exceed the authorized repair time or labor rate,You are responsible for the difference. If required by Administrator, You must authorize needed diagnosis/disassembly to determine cause of failure and extent of damage.
  
  Here, the customers chosen ********************** facility had a labor rate of $205.00 per hour.
  
  There were also multiple components listed on the final invoice from the customers chosen ********************** facility that are not listed for coverage on the customers VSC. The customers VSC is inclusionary,meaning if a component is not listed then it is not covered. The customer can find his ********************** list of covered components at Provision 2. (a. and b.).
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachments

• Initial Complaint

  Date:03/24/2025

  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.

  On February 26, 2025, I contacted CARS Protection Plus (CPP) to clarify whether a specific vehicle partthe sunroof blindwould be covered under my warranty before scheduling a service appointment. I wanted to confirm coverage beforehand, as I would incur a diagnostic fee from the dealership if the repair was not covered. The *** representative I initially spoke with was uncertain about the coverage and escalated the inquiry to management. Upon reconnecting, I was informed that the sunroof blind was not listed under the exclusionary items and, therefore, should be covered. Based on this confirmation, I proceeded to schedule a service appointment. On 3/27/25, my vehicle was brought in, where the dealership diagnosed issues with both the sunroof blind and the rear climate control vents. On 3/28/25, the dealerships warranty department contacted *** to process the claim, at which point the claim was entirely denied. On 3/24/25, I reached out to CPP for clarification regarding the conflicting information I received. The documentation presented to me by the dealership states that electrical components such as the Sunroof, antennae, and headlight motor are covered. A reasonable consumer, myself included, would interpret this to mean the entire sunroof assembly, the entire antenna assembly, and the headlight motor are covered under this provision. However, when I spoke with *** management, I was given inconsistent explanations and was not provided with a clear reason why I was initially informed that the part would be covered when, according to the manager, it never would have been. If the coverage determination was so apparent to the manager on March 24, why was it unclear to the representative on February 26who did have access to my contract? This miscommunication directly led to unnecessary time and expenses on my end. Given this clear discrepancy and the misleading guidance I received, I request that *** take responsibility for this error and provide a resolution.

  Business Response

  Date: 04/01/2025

  April 01, 2025
  
  RE:         2020 *** X3 M40I
                 CONTRACT NO.: PPE519383
                 OUR FILE NO.: C-9166
                 BBB COMPLAINT: 23107195
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On February 26, 2025, the customer called ************** stating their 2020 *** X3 M40i (Vehicle) needed a new sunshade and sunshade motor. CARS customer service representative explained that the sunroof motor was listed for coverage, and she believed that the sunroof and sunshade motors were the same component; however, a mechanical claim needed to be opened by a repair facility for further review.
  
  On March 20, 2025, a repair facility opened a mechanical claim on behalf of the customers Vehicle for a sunshade assembly, an **** box, and a rear mixing flap actuator. CARS claims adjuster explained that the **** box and mixing flap actuator are not listed for coverage on the customers attached *************** Contract (VSC). CARSclaims adjuster explained that the sunroof motor is listed for coverage, but that he needed more information and requested a video of how the sunroof motor assembly was binding up.
  
  On March 21, 2025, CARS claims adjuster spoke to the repair facility to review the video. The repair facility provided *** part no. *********** as the failed component. This part number is for a roller sunblind, not a sunroof motor. The sunroof motor is a different component and is serviceable separately.
  
  The customers attached VSC provides an inclusionary level of coverage, if a component is not listed then it is not covered. CARS has highlighted the customers ********************** list of covered components at Provision 2. (a. and b.).
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 04/01/2025

  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. As there is lack of transparency on CARS part and rather shady business practices as they sell the customer on a package that is misleading. Furthermore there is 0 consistency internally with their company creating a bigger issue, frankly one that I wish I had been aware of before purchasing such a useless product. My purpose at this point is to warn other buys in hopes that they steer clear of this company at all costs. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:03/21/2025

  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.

  This is the 3rd time I have tried to get covered repair work on my truck and it always gets denied i purchased this extended warranty to have peace of mind. When my truck breaks down, but this company always finds a way to get around it and not pay for repairs. And I'm having to pay for all repairs from my own pocket. I would like a full refund of my warranty that I have paid to date or at least. Some of the repaired work. Did I paid for reimbursed? But this company always denies claims They take your money and don't do anything afterward. Every time I call them, it's a long wait, and they always come up with some excuse why they're not able to pay for the claim for the repairs. I'm very unhappy, very dissatisfied with this company

  Business Response

  Date: 03/31/2025

  March 31, 2025
  
  RE:         2015 CHEVROLET SILVERADO 1500 LT
                 CONTRACT NO.: *********
                 OUR FILE NO.: C-9165
                 BBB COMPLAINT: 23101083
  
  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 2015 Chevrolet Silverado 1500 LT ******************** May 07, 2024, a repair facility opened a mechanical claim on behalf of the customers Vehicle requesting an oil pump, an oil control pressure solenoid, and a rear pinion seal. The oil control pressure solenoid and rear pinion seal are not listed for coverage on the customers VSC; however, ************** claims adjuster requested the repair facility obtain the customers authorization to tear down the Vehicle to the point that the cause of failure to the oil pump as well as the full extent of damage to the Vehicle could be provided to CARS, and then contact CARS with the information.
  
  On May 15, 2024, CARS had not received the requested diagnostic information from the repair facility;therefore, CARS claims adjuster called the repair facility for an update and left a voicemail requesting a return phone call.
  
  CARS received no further contact from the customers ********************** facility; therefore, the mechanical claim was closed.
  
  
  On March 21, 2025, the same repair facility opened a mechanical claim on behalf of the customers Vehicle for a coolant temperature sensor. CARS claims adjuster explained that the coolant temperature sensor is not listed for coverage on the customers VSC.The ********************** facility then requested reimbursement for a thermostat they had already replaced on the Vehicle. CARS claims adjuster explained that CARS could not assist with the thermostat because the repairs were completed without prior authorization from CARS. Please see highlighted Provision 3. (c.): 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): c.Any repair done without prior authorization from Us.
  
  If the customers Vehicle has any future mechanical issues, the customers chosen ********************** facility needs to follow the claim procedures at Provision 5. or CARS cannot assist.
  
  
  Because the customers VSC is being financed, if the customer wants to cancel their VSC, they need to call ************.The customer is not eligible for a full refund.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 03/31/2025

  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:03/19/2025

  Type:Product 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.

  Subject: Request for Return of 2017 Escape Due to Undisclosed Engine Issues I Purchased a **** Escape 2017 from this dealership on January 25th 2025.On February 24 (one month later) the car started to shake and, and a mechanic diagnosed that is needs a new engine, and had recently had engine work done on the car. When I approached the dealership they claimed they had never done any work on the car and that it was sold "as is" and blamed the issue on my alleged lack of maintenance, despite my ownership being only a month. No work was done on the engine by the previous owners.I request a full refund for the vehicle due to undisclosed engine issues. I believe it is essential for dealerships to disclose any known problems with vehicles to ensure transparency and fairness in transactions.

  Business Response

  Date: 03/25/2025

  March 25, 2025
  
  RE:         2017 **** ESCAPE TITANIUM
                 CONTRACT NO.: CPE615574
                 OUR FILE NO.: C-9162
                 BBB COMPLAINT: 23022147
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  CARS does not sell vehicles and did not sell the customer their 2017 **** Escape Titanium (Vehicle); therefore,CARS cannot assist the customer with the return of the Vehicle. The customer will need to contact the car dealership where the Vehicle was purchased.
  
  The customer does have a ********************* Service Contract (VSC) on their Vehicle. The selling car dealership is listed on the first page of the VSC.
  
  If the customer wants to cancel their ************** VSC, please have them fill out and return the attached Cancellation Form. Any available refund will be processed according to the Terms and Conditions.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 03/25/2025

  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.
  
  Yes I do have a warranty with Cars. They will not honor the warranty !! Engine broke 3 weeks after purchase  and they will not pay mechanic for any diagnosis and want them to take the engine apart without payment so they can decide if it is covered. I paid the diagnosis fee and had the engine diagnosed and it needs a new engine and cover any of it so basically the Warranty is useless!!

  
  Regards,
  
  ***** ****

  Business Response

  Date: 04/04/2025

  April 04, 2025
  
  RE:         2017 **** ESCAPE TITANIUM
                 CONTRACT NO.: CPE615574
                 OUR FILE NO.: C-9162
                 BBB COMPLAINT: 23022147
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers additional ******************** complaint and responds as follows:
  
  To date, there have been two (2)mechanical claims opened on behalf of the customers 2017 **** Escape Titanium (Vehicle).
  
  On February 17, 2025, a repair facility opened a mechanical claim on behalf of the customers Vehicle requesting a transmission fluid auxiliary pump. This mechanical claim was denied because the transmission fluid auxiliary pump is not listed for coverage on the customers attached *************** Contract (***).
  
  On February 26, 2025, a repair facility opened a mechanical claim on behalf of the customers Vehicle requesting an engine, stating they had found cylinder #3 to have a fouled spark plug and very little compression. CARS claims adjuster explained that CARS needed to speak to you to review the Vehicles issues prior to proceeding with the mechanical claim.
  
  On February 28, 2025, after speaking to the customer, ************** claims adjuster called the repair facility,reviewed the customers *** coverages including explaining that diagnostics are not covered, and requested the repair facility perform a leak test. CARSclaims adjuster further explained that depending on the results of the leak test, the Vehicle may need torn down to the point that the cause of failure could be provided to CARS. CARS has highlighted this information at Provision 5.(c.): 5. SERVICE CONTRACT CLAIM PROCEDURES: FAILURE BY YOU OR YOUR REPAIR FACILITY TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: c. For any authorized claim, Your repair facility must perform a proper diagnosis as determined by Us to determine the cause of failure and extent of damage, which may include tear down to the point of component failure upon Our request. YOU ARE RESPONSIBLE FOR THESE CHARGES and for any other non-covered repairs/tear-down/diagnostics,(unless You have the ULTIMATE VALUE Coverage, for which We will pay diagnostic time of up to one hour of labor for a covered repair).
  
  CARS claims adjuster further explained that any repairs completed without authorization from CARS would not be covered and that the customers *** has a $1,500.00 limit of liability,meaning the maximum amount CARS would pay toward covered repairs is $1,500.00.
  
  On March 13, 2025, CARS had not received any additional contact from the customers ********************** facility; ************************ claims adjuster called the repair facility for an update. The repair facility stated the customer had removed the Vehicle from the ********************** facility without having it repaired; therefore, the mechanical claim was closed.
  
  If the customer returns their Vehicle to the ********************** facility or takes the Vehicle to a new repair facility,the customer needs to have their chosen ********************** contact CARS to open a mechanical claim before the *** expires.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 04/05/2025

  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,
  
  ***** ****