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: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

• Initial Complaint

  Date:05/28/2025

  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 an extended warrant from CARS protection plus for a truck we purchased in February. Our truck has been in the shop for almost a month. The dealership and I both have been trying to get this issue resolved for almost 2 weeks and are unable to get any assistance with resolving the issue. We have attempted multiple times calling and staying on hold for hours and leaving messages only to have them not follow through or return the messages. The dealership has had the trunk completely torn apart for almost 2 weeks. We paid over $2,000 for this policy and I should not have to be the one trying to get this issue resolved because they wont do their job.

  Business Response

  Date: 06/04/2025

  June 04, 2025
  
  RE:         2018 FORD F-150 KING RANCH
                 CONTRACT NO.: OPE621457
                 OUR FILE NO.: C-9262
                 BBB COMPLAINT: 23386364
  
  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 CARS customer; however, ************** has documented authorization from CARS contract holder allowing CARS review *************** Contract (VSC) and mechanical claim information with the individual who made the BBB Complaint.
  
  On May 01, 2025, a repair facility opened a mechanical claim on behalf of the customers 2018 Ford ***** **** Ranch (Vehicle) requesting front hubs and ABS Sensors. CARS claims adjuster adjudicated the mechanical claim according to the Terms and Conditions of the customers VSC and provided authorization for these repairs that same day.
  
  On May 05, 2025, the customers chosen ********************** facility contacted CARS stating the initial repairs had been completed; however, after repair completion the repair facility technician had taken the Vehicle for a road test and heard a loud knocking from the Vehicles engine. The repair facility provided CARS with the *** codes and CARS claims adjuster requested that the repair facility fix/diagnose the issue causing the cam position sensor *** code to see if that would remedy the concern and then contact CARS with an update.
  
  On May 08, 2025, the repair facility contacted CARS stating the cam phasers were making noise and the repair facility was recommending timing repairs. The repair facility stated they would submit documentation to CARS via email for review.
  
  On May 09, 2025, after receiving and reviewing the information from the customers chosen ********************** facility, CARSclaims adjuster called the repair facility and requested a video of the cam phaser noise.
  
  On May 14, 2025, CARS spoke to the customers ********************** facility who stated the intake phaser on bank #2s locking pin was worn. ************** claims adjuster explained that CARS would need to send a third-party inspector to verify the repair facilitys findings. CARS also received the requested video on this date.
  
  The independent inspection of the customers Vehicle took place on May 21, 2025, and the third-party inspectors findings are summarized below:
  
  LEVEL OF TEARDOWN: Vehicle had the cab off and the timing cover torn down.
  
  FINDINGS: The tech demonstrated through old videos that there was a ticking noise in the engine bay. Could not scan for codes. Could not see any fluids besides oil. The oil was dark. Could not start vehicle to verify tick for myself in person. The tensioners and guides seem to be in good shape along with chain with no slack noted. No sludge noted. No damage reported to me at this time. Code only handwritten on RO, p0300, p0307, p03016, p0345 and p0349.

  CAUSE OF FAILURE: Findings are consistent with a cam phaser failure.
  
  INSPECTORS OPINION OF REQUIRED REPAIRS: Recommend replacing the cam phasers and retesting.Recommend further inspection or testing of the sensors.
  
  On May 22, 2025, after receiving and reviewing the independent inspection report, CARS claims adjuster contacted the customers ********************** facility and requested an estimate for the cam phaser repair.
  
  On May 23, 2025, after receiving the estimate which provided *** codes that did not support cam phaser replacement, CARSclaims adjuster contacted the repair facility to request further diagnostics.The repair facility stated the code(s) in question were timing codes and that they could send photos of the tensioner that was moved all the way to CARS for review.
  
  CARS never received the photos.
  
  On May 28, 2025, CARS spoke to the customers ********************** facility who was upset about the length of time the Vehicle had been at their repair facility. CARS claims adjuster explained that CARS was still waiting for the requested photos. The customers ********************** facility was agitated and stated they had submitted the photos. CARS claims adjuster spoke to CARS claims management who made the determination, as a show of good faith to the customer, to move forward with the mechanical claim.
  
  CARS claims adjuster then adjudicated the mechanical claim according to the Terms and Conditions of the customers VSC, and on May 29, 2025, contacted the customers ********************** facility and provided the information on the amount CARS could assist with as well as authorization for the repairs.
  
  Upon completion of the repairs, the customers ********************** facility needs to submit the final invoice to CARS and payment will be issued in the authorized amount.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 06/10/2025

  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.]
  
  The companies drawn out response to getting a adjuster to the dealership and then requesting that other things be sent caused the dealership to put more hours into the estimate for completion because they had to take the truck apart multiple times. This resulted in additional hours being charged and the warranty company is not going to pay for the additional hours resulting in us having to pay more than our deductible to get the truck fixed. The truck had been at the dealership for over a month. I want the warranty company to pay the estimate in full because the additional hours are a direct result of them delaying the approval. 
  Regards,
  
  ******* *********

  Business Response

  Date: 06/12/2025

  June 12, 2025
  
  RE:          2018 FORD F-150 KING RANCH
                  CONTRACT NO.: OPE621457
                  OUR FILE NO.: C-9262
                  BBB COMPLAINT: 23386364
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers additional concerns regarding their BBB complaint and responds as follows:
  
  CARS contacted the repair on May 29, 2025, and provided the amount CARS could authorize for the claim. CARS also provided an authorization for the repairs utilizing the repair facilitys supplied parts. To date, CARS is still waiting for the repair facility to provide the final invoice, which includes the warranty for the supplied parts, so that CARS is able to issue final payment.
  
  Per further review of the claim,CARS realizes there was a delay in the time to have the independent inspection performed.  Therefore, CARS will provide an additional $250.00 to the authorized claim amount.  This amount represents the maximum rental benefit allowable per the Terms and Conditions of the VSC.
  
  CARS hopes this additional information is helpful to your additional inquiry.
  
  Sincerely,
  
  The Customer ***************
  clg
  
  
  

  Customer Answer

  Date: 06/16/2025

  [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: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:05/18/2025

  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 12-02-2024 **************** a mechanic shop had my **** Q5 2014 with engine failure and I told them the engine was under warranty and gave the office C.A.R.S. information. ****** told me the engine would not hold pressure and they relayed to C.A.R.S. I called C.A.R.S. because of how long it was taking and ****** asked me to call, apparently ************ didn't know what was needed to get approval for repairs as C.A.R.S. now asked them to give cause of failure. Later 01-13-2025 ************ and C.A.R.S. communicated showed C.A.R.S. a compression test that determined there was poor compression in cylinders 2 and 4 which was what Auto Zone told me. January 16th ************ was told to break down the motor after reviewing this C.A.R.S. said it would send out an independent inspector and when that inspector came he got into it with the mechanic shop. Later he ***orted to C.A.R.S. that there was heavy build up on the pistons. Now I called C.A.R.S. and was told by *** that C.A.R.S. don't repair any vehicles when that happens. I said well it could have been from the timing chain ***lacement and I did the maintinance on the vehicle. I talked to ****** manager of service and the master mechanic at **** and they said carbon build up is not a reason for failure with their engines. ****** was told head gaskets at one time by C.A.R.S. and that would be covered but it was my engine. I called C.A.R.S. and told them what **** told me and that they have to ***lace my motor because I paid for the warranty service. Next call I talked to a supervisory on claims and was told I can get a new inspector if I paid $110.00 and I did but they sent the same company out to ****** that was the plan they said new person but same company. This company has a history of working with C.A.R.S. naturally its going to be bias and look and thinkgs a certain way. I callled C.A.R.S. and expressed that and the *** mistakely said his company uses inspector that have biases and I said what ?

  Customer Answer

  Date: 05/19/2025

  ---------- Forwarded message ---------
  From: <************************************************************>
  Date: Sun, May 18, 2025 at 5:35 PM
  Subject: Message from ************************
  To: <*******************************************************************************>
  
  
  I also wrote to ****************************************. Since last checked 05-16-2025 the company said would pay for possible head gasket work but then recanted after bhatti group had car inspected by **** and fould the cause of the engine failure its not carbon buildu. Now they want to send same inspection company to avoid paying
  
  Sent from ****** ************************************

  Customer Answer

  Date: 05/21/2025

  This Mr. ********** with new information. The company C.A.R.S. said they are sending out an independent investigator but they're not independent because of regularity and the many years of using this so called 3rd party services. Due to their working history if would be hard pressed to think that this independent source would have findings against C.A.R.S since C.A.R.S is the client. 
  Now I have paid in the past for another independent source, but they continue to use their "independent inspector". Now a true independent eye from **** looked at the motor and found the cause of failure of the motor. Please notify C.A.R.S to use another company for the inspection 

  Customer Answer

  Date: 05/28/2025

  ***************************** AM (5 hours ago)
  to me
  
  On this past Friday 05/23/2025, I had a conversation with C.A.R.S. Upon the conversation I demonstrated how continuing to use the same company for inspections does create a bias. The inspection company will favor C.A.R.S based on this is a paying client and they would be more inclined to say whats needed to profit the client. I gave an example to the customer service representatives by a question I gave to him, that question was I sure you hear many times that something as simple as carbon build up would void the warranty no you wouldnt believe that or lets say something you may not agree with. Would you tell the warranty holder? Representative stated No he couldnt get involved and I stated exactly you are bound not to speak against the company because theyre paying you and you have a working agreement with C.A.R.S and this is my point this so called independent inspector is not independent at all because this is the only company you all use so theres a working relationship a bias because nobody is going to cut off the hand that feeds them. 
  Why arent they using three different third-party inspectors then no one company is bound to any biases. The call was escalated up to a manager in claims. I held on the call about 20 minutes then hung up. 
  Around 40 minutes later I received a call and the manager said would move the claim for without an inspection but have to talk to his boss but she out do to Memorial Day weekend would rap it up on Tuesday once she returns. 
  Therefore, its my understanding that since I notified BBB the company will fix my car with new motor because failure was found that burned up the motor causing buildup and loss of pressure causing the motor failure. Please confirm with C.A.R.S, thank you.
  

  
  

  Business Response

  Date: 05/29/2025

  May 29, 2025
  
  RE:         2014 **** Q5 2.0T QUATTRO PREMIUM PLUS
                 CONTRACT NO.: ACE451042
                 OUR FILE NO.: C-9124
                 BBB COMPLAINT: 23347119
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  As per the consumer complaint,CARS has already received and replied to a complaint the consumer made to the NY Attorney General. CARS has attached our response which contains a timeline of the mechanical claim from December 02, 2024, the date the mechanical claim was opened on behalf of the customers 2014 **** Q5 2.0T Quattro Premium Plus (Vehicle), and February 20, 2024, the date CARS submitted our response to the ****************************
  
  On February 21, 2025, CARS called the customers chosen ********************** facility for an update on the mechanical claim.The repair facility stated the piston is out; however, they did not want to send pictures to CARS, they wanted CARS to reinspect the Vehicle.
  
  The second independent inspection of *********************** took place on March 14, 2025, and the third-party inspectors findings are summarized below:
  
  LEVEL OF TEARDOWN: Engine removed, head removed, pistons removed.
  
  FINDINGS: Found valves to be extremely carboned up.Cylinder 2 exhaust valve was burnt with a hole in it. Piston is washed around the edges. Shop said that the rings had failed. There is heavy carbon in the oil rings. Shop also said cylinder wall was scratched. There was minor surface rust but nothing that catches a nail. I was able to wipe it away with my finger and did not see any scoring on the walls. Shop was very upset about the last inspector claiming the failure to be due to carbon buildup. They were very insistent that carbon did not cause engine failure. Parts of the engine were all over the place on the ground. When asking the shop what caused the failure they did not have a clear answer. Timing components were fine. I asked why the turbo was bad and needed to be replaced and they said that the turbo ended up not being bad,but they would replace it with a new engine.
  
  CAUSE OF FAILURE: Material failure of the #2 exhaust valve due to carbon. Heavy carbon verified in piston oil rings.
  
  INSPECTORS OPINION OF REQUIRED REPAIRS: Recommend perform valve job and replace rings, or replace engine with an LKQ unit.
  
  On March 18, 2025, upon receiving and reviewing the independent inspection report, CARS claims adjuster called the repair facility and explained that the independent inspection report listed carbon as the cause of failure and asked what the repair facility found as the cause of failure. The repair facility stated they did not know and would contact CARS with the information.
  
  On April 09, 2025, CARS had not received a return phone call from the customers ********************** facility; ************************ claims adjuster called the repair facility for an update and left a voicemail.
  
  On April 11, 2025, CARS claims adjuster was able to speak to the customers ********************** facility who again stated they did not have a cause of failure and would contact CARS with the information once available.
  
  On April 22, 2025, CARS claims adjuster called the repair facility who again stated they did not have a cause of failure and would call CARS with the information.
  
  On May 14, 2025, CARS claims adjuster spoke to the repair facility who stated the cause of failure was the exhaust valve spring for cylinder No. 2 and the Vehicle needed an engine. CARSclaims adjuster explained that CARS would need proof that the burnt valve somehow caused internal engine damage to move the mechanical claim forward for an engine replacement. ***** at the repair facility stated he would speak to the repair facility technician and contact CARS.
  
  On May 15, 2025, the repair facility contacted CARS requesting an allowance to be used toward an engine replacement. CARS claims adjuster explained that nothing had been authorized yet and that because the weak valve spring was a new development, CARS would need another reinspection of the Vehicle. ***** at the repair facility stated he would contact the owner and his boss.
  
  On May 23, 2025, the customer called ************** for an update on the status of the mechanical claim and CARSclaims adjuster explained that CARS was waiting on the third inspection. The customer was unhappy that the same inspection company would be utilized by CARS for the third inspection. The customer then spoke to a ************** claims supervisor who explained he would review the mechanical claim and see how CARS could move the mechanical claim forward.
  
  On May 28, 2025, after reviewing the mechanical claim, CARS claim supervisor determined that CARS cannot assist with the engine replacement as carbon is the cause of failure and not covered by the customers attached *************** Contract (VSC); however, CARS can assist with the valve spring repair and if he chooses to, the customer can use the dollar amount ************** provided for the valve spring repair toward an engine replacement. Provision 3 (p.): 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): p. Damage caused by failure to maintain proper fluids, coolant or lubrication or damage as a result of carbon, sludge, and/or water ingestion.
  
  The independent inspection company that CARS used for both inspections on the customers Vehicle is in fact an independent company from CARS that performs Vehicle inspections for multiple reasons and can be utilized by businesses other than CARS as well.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachments

  Customer Answer

  Date: 06/01/2025

  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.  For your reference, details of the offer I reviewed appear below.
  
  

  This past Wednesday 05/28/2025 the mechanic shop stated that cars will pay for the spring and head replacement repairs. However, C.A.R.S will not replace the motor. The cost of the repair I'm not sure how much but company said would pay $2,023 only. The total cost of replacing motor is little over seven thousand dollars. The problem with only replacing the springs and heads is new parts on a bad motor if now the cause of failure is under the warranty then the motor should be replaced. 

  Regards,

  ****** ********** Jr

  Business Response

  Date: 06/05/2025

  June 05, 2025
  
  RE:         2014 **** Q5 2.0T QUATTRO PREMIUM PLUS
                 CONTRACT NO.: ACE451042
                 OUR FILE NO.: C-9124
                 BBB COMPLAINT: 23347119
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ************************ complaint and responds as follows:
  
  The customer is correct, and the below information was provided in CARS response to the customers first ******************** Complaint:
  
  On May 28, 2025, after reviewing the mechanical claim, CARS claim supervisor determined that CARS cannot assist with the engine replacement as carbon is the cause of failure and not covered by the customers attached *************** Contract (VSC); however, CARS can assist with the valve spring repair and if he chooses to, the customer can use the dollar amount ************** provided for the valve spring repair toward an engine replacement. Provision 3 (p.): 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): p. Damage caused by failure to maintain proper fluids, coolant or lubrication or damage as a result of carbon, sludge, and/or water ingestion.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la

• Initial Complaint

  Date:05/17/2025

  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 auto insurance warranty from this company via my dealer back in Feb 2025. My name is **** ***** and I own a 2014 Chevrolet Traverse, VIN: *****************. I had issues with my transmission back in April 2025 and opened a claim for it. The process from filing the claim to when it was denied took about ****. I had jumped through the hoops and loops they asked for and at the end my claim was denied because they said the mechanic rebuilt the transmission, which the mechanic has denied. The transmission is covered per the contract so I was within my rights. - They asked for the failure codes, evidence of transmission problem, pictures of the teardown and showing where the damage is and then an inspection. After the inspection, they claimed the mechanic fixed the issue without authorization from them per the inspector report. The inspector denied that he wrote that there is no need for fixing. The inspector also said that this company is extremely hard to work with. - The mechanic that worked with the inspector explained to them that the transmission was not fixed. How can the mechanic fix the transmission when no one told him to? He would need to buy either a used, new or rebuilt version, none of which was communicated to him.- This transmission costs more than $3,000 to repair and they said they would not assist me or payout. When the mechanic tried to explain the reason why the transmission looked like it was reassembled, they would not hear it. All I am asking for is that they cover the cost of the transmission repair. I regret ever buying this warranty. For close to 5 weeks I have been without a car and had to rent cars, spending lots of money in the process. Knowing what I know now, I would have never bought this warranty from the get- go. Please help me out. I have to pay the whole money for the repair out of pocket to get my car, coupled with the extra costs I've had to incur, the mental pain and the stress. This is pure wickedness and scam.

  Business Response

  Date: 05/23/2025

  May 23, 2025
  
  RE:         2014 CHEVROLET TRAVERSE LT
                 CONTRACT NO.: ACE620675
                 OUR FILE NO.: C-9243
                 BBB COMPLAINT: 23345036
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On April 22, 2025, a repair facility opened a mechanical claim on behalf of the customers 2014 Chevrolet ********************* stating the customer had noticed the Vehicle shuttering and jerking between 20-40MPH. The repair facility stated they had been able to duplicate the shuttering issue and were requesting a transmission replacement;however, no further diagnostics had been performed. CARS claims adjuster reviewed the customers attached *************** Contract (VSC) coverages, advised that CARS would not be responsible for any repairs done without prior authorization, and requested the repair facility obtain the customers authorization to tear down the Transmission to the point that the cause of failure could be demonstrated to CARS.
  
  On April 29, 2025, CARS had not received the requested diagnostic information from the customers chosen ********************** facility; therefore, CARS claims adjuster called the repair facility for an update but there was no answer and no option to leave a voicemail.
  
  On April 29, 2025, during two (2)phone calls, CARS claims adjuster spoke to the customer and explained that he should speak to his repair facility regarding providing the repair facility with authorization to tear down the Vehicle to the cause of failure.
  
  Later on April 29, 2025, the customers chosen ********************** facility called CARS stating the cause of failure was the torque converter and CARS claims adjuster asked the repair facility to send pictures of the damage to CARS for review.
  
  On May 01, 2025, the customer called ************** for an update on the mechanical claim and CARS claims adjuster explained that CARS was waiting for pictures from the repair facility.
  
  CARS did not receive the requested pictures until May 08, 2025.
  
  On May 08, 2025, after receiving and reviewing the pictures, CARS claims adjuster called the repair facility to review the pictures but there was no answer and no option to leave a voicemail.
  
  On May 08, 2025, CARS claims adjuster spoke to the customer and explained that ************** had received the pictures and may need to order an independent inspection of the Vehicle.
  
  Later on May 08, 2025, CARSclaims adjuster called the repair facility again, verified that the transmission had been torn down to the cause of failure, and explained that CARS would be sending a third-party inspector to verify the repair facilitys findings.
  
  Later on May 08, 2025, the customer called and asked ************** claims adjuster what would happen if he went ahead and paid to have the Vehicle repaired, would CARS deny the mechanical claim? The customer also asked if the third-party inspector needed to see the Vehicle in damaged condition. CARS claims adjuster explained that the customer could not pay for the *********************** and be reimbursed because CARS needed to verify the failure prior to the Vehicle being repaired.
  
  On May 09, 2025, the customers chosen ********************** facility called CARS stating the torque converter was the cause of failure, there was metal in the fluid, and that they would demonstrate the failure to the third-party inspector. CARS claims adjuster explained that the third-party inspector would call the repair facility to set up the inspection.
  
  The inspection was delayed because the independent inspection company had difficulty contacting the customers chosen ********************** facility to set up the inspection.
  
  The independent inspection of the customers Vehicle took place on May 13, 2025, and the third-party inspectors findings are summarized below:
  
  LEVEL OF TEARDOWN: The transmission was removed from the vehicle at the time of inspection
  
  FINDINGS: The inspector requested the tech explain the concerns with the transmission. The tech stated the transmission had a severe slipping/shudder condition. The technician pointed out the transmission was already repaired and reassembled. The tech had only pictures of the tear down and parts found damaged. Noted one of the pictures had excessively worn clutches and dark steels. The old valve body has metal and clutch debris on top of it. The car had notable amounts of metal just laying around. The torque converter was not pictured,and the old parts were discarded or returned for a core.
  
  CAUSE OF FAILURE: Verified a material wear failure of the old clutches and steels per techs pictures.
  
  INSPECTOR'S OPINION OF REQUIRED REPAIRS: Transmission already reassembled with new parts.
  
  On May 14, 2025, after receiving and reviewing the independent inspection report, CARS senior claims adjuster called the repair facility and explained that CARS could not assist with the repairs as they were completed prior to inspection. The customers chosen ********************** facility stated the transmission was still torn apart and sitting on a table and CARS claims adjuster explained that the repair facilitys technician told the third-party inspector the transmission had been rebuilt and that CARS had a picture of the reassembled transmission. CARS claims adjuster also explained that if the transmission had not been repaired to let CARS know and CARS would order a second inspection; however, there would be a fee.
  
  On May 14, 2025, the customer called ************** and ************** claims adjuster explained that the mechanical claim was denied because the repairs were completed without prior authorization from CARS. CARS claims adjuster explained that because the transmission was rebuilt prior to inspection, CARS had no proof the transmission was broken and that just because the repair facility showed broken parts, it does not mean the broken parts came from his transmission.
  
  Later on May 14, 2025, the customer called ************** and added the repair facility to the call, the repair facility stated they had reassembled the transmission so that they did not lose parts and there were no clutches installed in the reassembled unit. CARSclaims adjuster reviewed the third-party inspectors report with the repair facility and explained that he would have the denial reviewed; however, based on the information CARS had, the correct decision to deny assistance was made.
  
  On May 15, 2025, CARS claims adjuster spoke to the customer and explained that ************** claims management had reviewed the mechanical claim, and the transmission had been repaired without authorization from CARS; therefore, there would be no assistance on the repairs.The customer stated that the inspector told the repair facility that he did not tell CARS the Vehicle was repaired, and he was unsure how to proceed. CARSclaims adjuster told the customer that according to the independent inspection report the TRANSMISSION not the Vehicle had been repaired and the old parts had already been discarded; therefore, there would be nothing for CARS to reinspect/review.CARS claims adjuster told the customer that if the third-party inspector had additional information they could contact CARS.
  
  To facilitate an inspection, it is common knowledge, and it was explained to the repair facility by CARS that the transmission needed to be torn apart with ALL original parts available for inspection.
  
  There is a redacted copy of the independent inspection report attached for the customers review.
  
  ************** has also highlighted Provision 3. (c.) in the customers VSC: 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): c. Any repair done without prior authorization from Us.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachments

  Customer Answer

  Date: 05/23/2025

  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.
  

  
  CARS says that the car repair was not authorized, hence they will not fix or provide assistance. If they are truly customer centric and care about the customer experience, they should try their best to come to a reasonable conclusion. Also, I connected them with the mechanic to further clarify the report about the car being fixed and he said it was not fixed. 
  
  In my experience of contacting customer service **** for assistance, this is the hardest of them all. Please check ****** reviews, BBB reviews and also trust pilot reviews to further substantiate my point of them not being a good company to work with. Throughout my communication with them, I had to go the extra mile to be nice and courteous because I was afraid they would hang up on me having done it before. 
  
  The mechanic (CUrrys transmission) said in all his years of dealing with warranty companies, that this is the first warranty company to send an inspection on site despite sending failure codes and pictures to them to prove the transmission was faulty. I would believe the repair company over CARS..The repair company has stellar reviews on ******, which shows it is a reputable company. 
  
  Although the inspector made the mistake and assumed that the transmission was back together, the mechanic clarified it. The inspector got the pictures of the bad parts and saw the transmission already tore down. The inspector report is not accurate because the inspector misinterpreted the transmission being put together to avoid missing parts as being repaired. I have been without a car for close to 6weeks because of CARS claims process. 
  
  If this CARS was a credible and reliable company, my dealer would not stop doing business with them. 

  Please know for sure that this is a fraudulent company and terrible one at that. The transmission was not fixed, per the message they sent. Please check the reviews of this company online and also on the BBB portal and you would see heartbreaking stories of customers who have been duped by them. I regret purchasing this warranty. THE MECHANIC DID NOT FIX THE TRANSMISSION. This company is looking for a way out to avoid payment.

  Yes I called to ask the company, if I could go ahead and fix the vehicle and have them reimburse me only because it was taking so long for them to approve and I needed a car. But after hearing their response, I chose not to fix it. THE MECHANIC ONLY REASSEMBLED THE PARTS AFTER A TEARDOWN TO AVOID LOSING THE PARTS IN THE SHOP. The car has not been fixed, hence I need them to cover the repair. Please note that it takes the company forever to pick calls, my mechanic had troubles sending them images of the broken transmission for multiple days before they received it. Per the phone call from the mechanic, there has not been any fixing done, the mechanic was awaiting prior authorization from either me or CARS to fix it. The mechanic cannot fix the vehicle if he doesn't know whether to put in a new or used transmission. He was awaiting CARS feedback before proceeding to work on it. The inspector denied that the vehicle has been repaired or fixed. How can the mechanic fix the vehicle when he doesn't know whether to put a new or old one in there. 

  The inspector company also confirmed that CARS is a difficult company to work with and that they are always looking for ways to avoid payment. I believe that CARS is not being faithful and truthful. The inspector confirmed again that what CARS said is not what is in his report. Please why do I have to jump through multiple hoops, loops and obstacles to get the car repaired? After sending CARS all the requested information, they proceeded to inspect the car, further delaying and sabotaging the process. The dealer from which I bought the car said he no longer uses them because of the terrible complaints he has had from customers who tried to make a claim on the vehicle. 

  My vehicle has been in the shop for 6wks and counting. CARS has failed in its duty to approve the claim. The vehicle is still sitting in the repair shop because of this same issue

   
  Regards,
  
  **** *****

  Business Response

  Date: 06/04/2025

  June 04, 2025
  
  RE:         2014 CHEVROLET TRAVERSE LT
                 CONTRACT NO.: ACE620675
                 OUR FILE NO.: C-9243
                 BBB COMPLAINT: 23345036
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers additional ******************** complaint and responds as follows:
  
  Upon receipt of the customers second ******************** Complaint, CARS claims management reviewed the mechanical claim again and determined that, as a show of good faith to CARS customer, ************** would proceed with the adjudication of the mechanical claim according to the Terms and Conditions of the customers *************** Contract.
  
  The mechanical claim is currently pending, waiting for the customers ********************** facility to provide CARS with an estimate. The customers ********************** facility needs to submit the estimate to ************************************
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la