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: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:08/08/2025

  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,
  
  ****** *****

• Initial Complaint

  Date:06/11/2025

  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.

  Extended warranty contract purchased 3/7/25 for used car. Took car for repair 4/7/25. CARS PP has been contacted repeatedly and failed to return phone calls or emails from either us or the repair service. They finally sent a used part to the repair service. Part was no good. Now they are refusing to do any more. Contract we bought was supposed to cover all of the repair. We are still without the car because it was supposed to be repaired at CARS cost under contract, and we are out the $1300 we paid for the apparently worthless contract. We would like the company to either honor their contract and pay for the repairs in full or at the very least refund the purchase price of the worthless contract.

  Business Response

  Date: 06/16/2025

  June 16, 2025
  
  RE:         2016 ******* TUCSON ECO
                 CONTRACT NO.: CPE633578
                 OUR FILE NO.: C-9274
                 BBB COMPLAINT: 23455158
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On April 25, 2025, a repair facility opened a mechanical claim on behalf of the customers 2016 ******* Tucson Eco (Vehicle).The mechanical claim was adjudicated according to the Terms and Conditions of the customers attached *************** Contract (VSC) and on May 05, 2025,CARS claims adjuster contacted the customers ********************** facility and provided information on the assistance CARS could offer toward the repairs.
  
  On June 10, 2025, the customer notified ************** of a defect with the supplied transmission; subsequently, CARS claims adjuster called the customers chosen ********************** facility several times and left voice messages. The repair facility never returned the calls; therefore, CARS is unsure if assistance is still needed.
  
  If the repair facility still needs assistance, they can contact CARS claims department at ************.
  
  Regarding the customers request to cancel their VSC, ************** has highlighted Provision 7. (a.): 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 the following: CANCELLATION BY SERVICE CONTRACT HOLDER: You may cancel ************ Contract at any time by notifying ***** the event the Service Contract is cancelled by You, return of premium shall be based upon 100% of the unearned pro rata provider fee less the actual cost of any service provided under the Service Contract, less a cancellation fee not to exceed 10% of the unearned pro rata refund or $50.00, whichever is less,under this Provision. Due to the dollar amount CARS has paid for repairs, there is no refund available for cancelling.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 06/16/2025

  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:06/11/2025

  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.

  Dear Better Business Bureau,I am submitting this complaint againstCars protection plus regarding their failure to honor the terms of the contract I purchased in August 2024. Despite my repeated requests to cancel the service, the company has refused to do so. Additionally, they have denied coverage for benefits that were initially implied as part of the service agreement.Upon contacting customer service, I was informed that these exclusions are part of company policy. However, at the time of purchase, no such restrictions were disclosed. This lack of transparency appears to be a recent development, as research indicates that the company was honoring these benefits until approximately eight months ago. It seems they are arbitrarily interpreting their policy to deny coverage when convenient.I am requesting the following actions:1. Immediate cancellation of my service, with written confirmation.2. A refund or reimbursement for denied coverage, in line with reasonable expectations.3. A written clarification of the policy, ensuring future customers are informed before purchasing.I am seeking BBB's assistance in resolving this matter fairly and efficiently. If cars protection plus fails to comply within reasonable timeframe 14 business days, I am prepared to escalate further. I appreciate your time in reviewing this complaint and look forward to your response.Sincerely,Mrs. and Mrs. ***** ******

  Business Response

  Date: 06/18/2025

  June 18, 2025
  
  RE:         2017 **** EDGE SEL
                 CONTRACT NO.: CPE580755
                 OUR FILE NO.: C-9273
                 BBB COMPLAINT: 23455034
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On June 11, 2025, the customer called ************** to cancel their attached *************** Contract (VSC) and CARScustomer service representative reviewed 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 14, 2025, a repair facility opened a mechanical claim on behalf of the customers Vehicle requesting an engine replacement due to coolant intrusion into the cylinders. CARS claims adjuster requested the repair facility obtain the customers authorization to tear down the Vehicle to the point that the cause of failure could be provided to CARS. The customers chosen ********************** facility informed CARS that teardown would not show anything as there was a manufacturer issue with the block itself. CARS claims adjuster explained that if the engine block had a manufacturer issue and the defect of the block was not caused by an internally lubricated component then CARS could not assist. CARS has highlighted this information at Provision 2. (a., i.): 2. SCHEDULE OF COVERAGE: a. POWER TRAIN BASIC: i. ENGINE: Engine block only if damaged by a covered component internal to the engine block.
  
  Regarding the customers request for written clarification of their policy the customers attached VSC provides ********************** information on their coverage.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

• Initial Complaint

  Date:06/02/2025

  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.

  they told the shop they don't cover pinion bearings even though I have level 3 protection which Explicitly states it covers "Lubricated parts contained within the front and rear drive axle housing; pinion bearings; wheel bearings; side carrier bearings; ring and pinion;" now I am stuck fighting with them to call me back and fix this. They are insincere and borderline criminal and I will be seeking legal action against them for breach of contract

  Business Response

  Date: 06/05/2025

  June 05, 2025
  
  RE:         2018 ****** FRONTIER S
                 CONTRACT NO.: ACE190774
                 OUR FILE NO.: C-9264
                 BBB COMPLAINT: 23408601
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On June 02, 2025, a repair facility opened a mechanical claim on behalf of the customers 2018 ****** ******************** stating the Vehicle had noise from the rear differential.
  
  During the adjudication of the mechanical claim, the customers chosen ********************** facility informed CARS claims adjuster that after performing diagnostics on the Vehicle they were recommending seals, a pinion bearing, and a breather tube. Further explaining that the pinion seal had a leak that had caused low differential fluid which was the cause of the failure to the pinion bearing.
  
  This mechanical claim was denied because the pinion seal is not listed for coverage as a cause of failure on the customers attached *************** Contract; therefore, any damage caused by the faulty seal would not be covered either. CARS has highlighted 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