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:04/30/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/08/2025

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

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They approved the condenser and thermostat, but they did not approve the oil cooler line fix or the Transmission cooler line fix, both were needed.
  
  Regards,
  
  ***** *******

  Business Response

  Date: 05/15/2025

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

  Customer Answer

  Date: 05/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/14/2025

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

  Customer Answer

  Date: 04/14/2025

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

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/07/2025

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

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/01/2025

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

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. As there is lack of transparency on CARS part and rather shady business practices as they sell the customer on a package that is misleading. Furthermore there is 0 consistency internally with their company creating a bigger issue, frankly one that I wish I had been aware of before purchasing such a useless product. My purpose at this point is to warn other buys in hopes that they steer clear of this company at all costs. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/31/2025

  March 31, 2025
  
  RE:         2015 CHEVROLET SILVERADO 1500 LT
                 CONTRACT NO.: *********
                 OUR FILE NO.: C-9165
                 BBB COMPLAINT: 23101083
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  To date, there have been two (2)mechanical claims opened on behalf of the customers 2015 Chevrolet Silverado 1500 LT ******************** May 07, 2024, a repair facility opened a mechanical claim on behalf of the customers Vehicle requesting an oil pump, an oil control pressure solenoid, and a rear pinion seal. The oil control pressure solenoid and rear pinion seal are not listed for coverage on the customers VSC; however, ************** claims adjuster requested the repair facility obtain the customers authorization to tear down the Vehicle to the point that the cause of failure to the oil pump as well as the full extent of damage to the Vehicle could be provided to CARS, and then contact CARS with the information.
  
  On May 15, 2024, CARS had not received the requested diagnostic information from the repair facility;therefore, CARS claims adjuster called the repair facility for an update and left a voicemail requesting a return phone call.
  
  CARS received no further contact from the customers ********************** facility; therefore, the mechanical claim was closed.
  
  
  On March 21, 2025, the same repair facility opened a mechanical claim on behalf of the customers Vehicle for a coolant temperature sensor. CARS claims adjuster explained that the coolant temperature sensor is not listed for coverage on the customers VSC.The ********************** facility then requested reimbursement for a thermostat they had already replaced on the Vehicle. CARS claims adjuster explained that CARS could not assist with the thermostat because the repairs were completed without prior authorization from CARS. Please see highlighted Provision 3. (c.): 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): c.Any repair done without prior authorization from Us.
  
  If the customers Vehicle has any future mechanical issues, the customers chosen ********************** facility needs to follow the claim procedures at Provision 5. or CARS cannot assist.
  
  
  Because the customers VSC is being financed, if the customer wants to cancel their VSC, they need to call ************.The customer is not eligible for a full refund.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 03/31/2025

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

• Initial Complaint

  Date:03/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 03/25/2025

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

  Customer Answer

  Date: 03/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Yes I do have a warranty with Cars. They will not honor the warranty !! Engine broke 3 weeks after purchase  and they will not pay mechanic for any diagnosis and want them to take the engine apart without payment so they can decide if it is covered. I paid the diagnosis fee and had the engine diagnosed and it needs a new engine and cover any of it so basically the Warranty is useless!!

  
  Regards,
  
  ***** ****

  Business Response

  Date: 04/04/2025

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

  Customer Answer

  Date: 04/05/2025

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

• Initial Complaint

  Date:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was in a warranty contract with Cars Protection Plus (had it for about 3 months) I spent around $3,000 for a warranty with them and canceled it 6 months ago. I used up a very small amount of the warranty and then canceled cause I signed with a new company. They have yet to refund me the prorated amount and always give me a run around about an address (mishap). They also refuse to provide me with a tracking number for the check every time I ask. I am upset and frustrated and short $3,000. Im not sure what to do.

  Business Response

  Date: 03/19/2025

  March 19, 2025
  
  RE:         2018 *** 5 SERIES 530I XDRIVE
                 CONTRACT NO.: ACE549155
                 OUR FILE NO.: C-9157
                 BBB COMPLAINT: 23062897
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On August 12, 2024, the car dealership where the customer purchased their 2018 *** 5 Series 530i xDrive (Vehicle)electronically entered the attached Flex Protect Level 3 *************** Contract (***) on behalf of the customers Vehicle for a term of 60 Months.
  
  The customer cancelled the *** and per the Terms and Conditions, the available refund was processed through the selling car dealership. On September 05, 2024, CARS mailed payment via check sent **** to the selling car dealership. CARS check represented CARS portion of the refund due and did not reflect any markup that may have been added to the purchase price of the *** by the selling car dealership.
  
  On February 03, 2025, the customer contacted ************** stating the selling car dealership never received CARScheck. After verifying that the first check issued by CARS was never cashed,CARS reissued payment to the selling car dealership.
  
  On February 25, 2025, the selling car dealership contacted CARS asking what address the second check had been sent to. After review, it was discovered that the check had been sent to the selling car dealerships previous address. CARS updated the address of the selling car dealership in our database and then reissued the check to the updated address.
  
  The check issued on February *******, as well as the previous two (2) checks, were sent via first-class mail and are not trackable, this information was provided to both the customer and the selling car dealership on March 13, 2025. As explained to both the customer and selling car dealership during the March 13, 2025 telephone call made to CARS,if the third check is not received 30 days after CARS issued the payment, the selling car dealership needs to call CARS and CARS will reissue the payment a fourth time and send the check overnight with a tracking number.
  
  CARS apologizes for the delay the customer is experiencing in receiving their refund; however, CARS was not notified until February 03, 2025, five (5) months after the check was issued, that the first check was never received by the selling car dealership. CARS has been actively trying to resolve the issue ever since CARS received that notification.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 03/20/2025

  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. I have yet to receive my check so until I do this matter truly isn't resolved. I will give it one more week and pray that Cars Protection Plus does the ethical thing and sends over the check overnight like they say they will. This is a great amount of stress I've been under because of something that isn't within my control. 
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** *****

   

   

• Initial Complaint

  Date:02/18/2025

  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.

  purchased warranty in beginning on 2024 in november 2024 the car stopped working - had it towed to a garage they couldn't find problem- had it towed to another garage - they found a blown motor- Cars protection plus has stated they will pay for the part that went bad that caused the engine to break but not the engine because we drove the car when the problem occurred ( not sure how it would break when not driving it) I have been told numerous times I would be called back and that has not happened.

  Business Response

  Date: 02/25/2025

  February 25, 2025
  
  RE:         2011 CHEVROLET EQUINOX LT
                 CONTRACT NO.: ACE470802
                 OUR FILE NO.: C-9135
                 BBB COMPLAINT: 22955814
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On January 17, 2025, a repair facility opened a mechanical claim on behalf of the customers 2011 Chevrolet ******************** requesting an engine stating the Vehicle had jumped time.CARS claims adjuster explained that the repair facility needed to obtain customer authorization to teardown the Vehicle to the point that the cause of the engine failure and extent of the damage to the Vehicle could be demonstrated to CARS.
  
  On January 29, 2025, CARS received pictures from the repair facility.
  
  On January 30, 2025, after receiving and reviewing the pictures, CARS claims adjuster spoke to the repair facility and asked if the repair facility had completed the teardown. The repair facility stated they had not, and CARS claims adjuster explained that the pictures did not demonstrate the cause of engine failure and that CARS needed the Vehicle torn down to the cause of failure. The repair facility stated they would pull the head and send CARS additional pictures.
  
  On February 05, 2025, CARS received pictures of the requested teardown. One of these images demonstrated the timing guide bolt had worn through due to conditioned operation.
  
  On February 07, 2025, CARSclaims adjuster called the repair facility and explained that CARS could assist with the timing chain replacement but not the engine because the Vehicle was operated with a timing chain failure to an extent that it ate through a Grade A bolt and CARS could not assist with damage caused by continued operation, only the initial failure. CARS has highlighted this information in the Terms and Conditions of the customers attached *************** Contract (VSC) at Provision 4. (h.): 4.PROVISIONS OF THE SERVICE CONTRACT: h. You are responsible for properly maintaining the Vehicle in accordance with manufacturers specifications and to protect against further damage caused by continued operation or damage from overheating. To protect against further damage caused by continued operation or overheating, DO NOT restart or drive Your Vehicle, have the Vehicle towed. Continued operation, or any damage caused by continued operation, will not be covered under this Service Contract.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

• Initial Complaint

  Date:01/11/2025

  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.

  I had a warranty that was purchased on 10/24. It was a full coverage cars protection Plus warranty,it covers absolutely everything that could happen to a vehicle. About 2 weeks later I contacted the customer service line, because I hadn't heard anything back or received any information about this package that I just purchased. I asked for a website when I originally purchased so I can read my contract, and was told by a rep,that they don't send email, I'll be getting paper mail via ****. I never received any mail so I called in to have somebody send me something about this warranty. I ended up speaking with ******** ****** she assured me that I had coverage and sent me an email which I have attached with my contract. This was exactly what I had purchased so I was okay moving forward. I had an effective date of the 25th of November 2024 and there was a 30-day window from purchasing the contract before you can file a claim of any sort. a couple weeks later my car shot a piston through the bottom of the engine. I immediately reached out to them with no response and left a voicemail. I had to find my own way because their roadside didn't answer as well. But now after dealing with it I realize that this is exactly what they do. Very responsive when they are getting you to sign up but instant silence once you actually need them. Their website States that after filing a claim I have to bring my vehicle to the auto shop and leave it there which I did and then it says that the auto shop has to call them with a estimate to give them before they perform any work which they did. We received no response It's been almost 2 months. I called ti check up because the auto shop said they've called them about five times and nobody returns their calls. I got somebody to answer the call but just to tell me that theycanceled my contract sometime late November or early December. Definitely well after the car had been at the auto shop already they absolutely need to honor my contract.

  Business Response

  Date: 01/20/2025

  January 20, 2025
  
  RE:         2018 **** Q7 2.0T QUATTRO PREMIUM PLUS
                 CONTRACT NO.: PPE579794
                 OUR FILE NO.: C-9078
                 BBB COMPLAINT: 22797873
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On October 25, 2024, United Automotive Services electronically submitted the attached Prime Protect Level 3 *************** Contract (***) for a term of 72 Months / ****** Miles on behalf of the customers 2018 **** Q7 Quatro Premium Plus (Vehicle).
  
  On December 09, 2024, CARS received notice from United Automotive Services that the customer had defaulted on their downpayment for the **** therefore, the *** was voided, not cancelled.
  
  The customer does not have a ************** *** because they did not pay for the ***, and CARS cannot assist with any issues the Vehicle is having now or may have in the future.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 01/29/2025

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

  I completely reject the response my contract was valid when my car's mechanical breakdown happened. I have proof in my email I have proof from the auto shop and I have proof for my advocate they also have just responded with proof stating that I was started on October 25th but yet canceled on December 9th and my car was definitely broke down before December 9th therefore they did not cancel my contract or notify me of any cancellation and my contract is valid up until the 9th of December which I had already had a mechanical breakdown that they are not honoring this needs to be figured out immediately I will sue them

  
  

  Regards,
  
  ****** ******

  Business Response

  Date: 02/07/2025

  February 07, 2025
  
  RE:         2018 **** Q7 2.0T QUATTRO PREMIUM PLUS
                 CONTRACT NO.: PPE579794
                 OUR FILE NO.: C-9078
                 BBB COMPLAINT: 22797873
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ************************ complaint and responds as follows:
  
  As per CARS original response,the customers *************** Contract (***) was VOIDED not cancelled.
  
  All CARS ***s are submitted electronically. On October 25, 2024, this contract was submitted electronically by the dealer in good faith that the customer would follow through with making the agreed upon payments. The *** was VOIDED because zero (o) payments were made for the *** by the customer.
  
  Regarding the customers claim that a ********************** facility opened a mechanical claim, please see the attached screenshot of the claims tab of the customers ***. There were zero ************* claims opened.
  
  This individual did not purchase a CARS *** and CARS cannot assist with repairs to their Vehicle.
  
  Sincerely,
  
  The Customer ***************
  la

  Customer Answer

  Date: 02/09/2025

  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.
  

  So this is not me defaulting on a payment because no payment was ever attempted to even be processed number one number two just because you guys authorized third parties to sell your contracts does not give you guys any type of merit to say that you're not going to cover my vehicle. This is well over the dedicated time frame of figuring out a payment was not processed we're talking the course of 2 months here. You guys should have told me this when you sent me my contract but since you sent me my contract with the very very obvious understanding that I would be covered and even ask me the question if I had a mechanical breakdown when I got my contract sent to me because your third party once again dropped the ball not me. You do not get to send me no information whatsoever that my payment was defaulted or whatever you say and then cancel my contract without actually alerting me about this. This is an internal problem that you guys have to deal with but as far as I'm concerned. You guys have very much used the terminology canceled until now you're saying voided you don't get to authorize and void a contract without even reaching out to me one time and you cannot show me proof of reaching out. But however I reached out to you guys to let you know about my mechanical breakdown before all of this even transpired. You can allow me to make a payment if there was a payment that was missed but I'm not even sure that's the case. I am 100% covered because you guys did not cancel my contract or void my contract before my mechanical breakdown. I am very much covered by this and you guys absolutely have to honor this. So again the only outcome from this is you guys fixing my vehicle I don't care what you have going on with your third party and all of that but if they started my contract in October and you didn't cancel it until November clearly you guys allowed time frames of non-payment or whatever you have going on because that is a very long period of time which also allowed me to drive with the security blanket that your representative sent me my contract laying out the details after a whole month even. So the only step will be you guys honoring this contract and understanding that you guys had to internal error and also never once alerted me about any of this allowed me to proceed with my mechanical breakdown and then double back and say that I never made a payment or defaulted on a down payment two months before you guys ended up canceling my contract you should have known that I defaulted on a down payment if that was the case immediately. What you're doing is illegal you should fix your system but as for me my car is well needs to be fixed just like your system. I'm absolutely tired of being pushed around by your company and I demand action immediately this is something that you guys need to just eat because what you guys did was authorized me to continue to drive with the security blanket that apparently I did not have but then continued to update me with emails saying that I had that security blanket still you're missing a giant point here it's not about a defaulted payment because again I don't even know where that could have happened because I have no attempted processing and I have no knowledge of any of this this is brand new to me and that still wouldn't stop the simple fact that you guys sent me my contract over a month after with no knowledge or warning that I was up for cancellation or voiding my policy because of non-payment instead I was greeted with a hello do you have a mechanical breakdown I was also allowed to take my car to the auto shop you were also very non-responsive during that and now all of a sudden months later you guys want to say that I was voided out because you went and did anything you could to try to not insure me which is completely acting in bad faith. So we can proceed with this the right way where you guys honor my contract and I can make a payment to you and you can reactivate it or whatever you have to do because clearly your third party doesn't understand how to do that or we can go to court and I can sue you guys for absolutely every bit of damages you have caused. I'm currently driving a 1986 Buick Riviera because my brand new **** is messed up and sitting still due to you guys not me I can pay for my bills. You guys are the ones that should be voted because you're not paying your bills now

  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:01/08/2025

  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.

  March *******, Had a check engine light come on the car and experienced a lose of power from the engine. Contacted the ************** who had been maintaining my car and had car towed to them. They reached out to Cars Protection Plus with the diagnosis of issue. March 19th Adjuster came to see issue. March 25th, *** asked for the dealership to prove issue was with the rings since the failure of the rings cause carbon build up which voids coverage. I had to approve $2,500 engine tear down so dealership could provide pictures of the rings. *** still rejected the claim saying is was caused by carbon build up. The service bulletin provides pictures of the issue and shows the fouling of the spark plugs which was the same as ones shown to the adjuster. The service bulletin also reflects the correction for this issue is cleaning the valves, replacing the three rings and 1-4 spark plugs. This was what was presented by the dealership to Car Protection Plus. I know the warranty mentions that carbon build up is not covered, but if it is caused by a known issue with that year and VIN vehicle, it should be covered. Per my conversation with different adjusters to find a resolution of this dispute over a month period, was told there would be no change in decision.Ended up having the repair done April 20th because I needed the ***** Odyssey for work. Paid a total of $4,869.16 to have the rings and spark plugs replaced, than reassembled. I am seeking to be reimbursed for the amount that should have been covered by the extended warranty. I am not a mechanic, but all engines from what I have been told, will exhibit carbon build up. If this is amplified by an issue with the ring that is covered and needed replaced, than it should be covered by the warranty.

  Business Response

  Date: 01/15/2025

  January 15, 2025
  
  RE:         2012 ***** ODYSSEY EX-L
                 CONTRACT NO.: *********
                 OUR FILE NO.: C-9071
                 BBB COMPLAINT: 22782953
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On March 14, 2024, a repair facility opened a mechanical claim on behalf of the customers 2012 ***** Odyssey EX-L (Vehicle)stating the Vehicle had misfires on three (3) cylinders and that during diagnostics the spark plugs for all three (3) cylinders were found to be fouled. The repair facility stated that there was a ***************** Bulletin (TSB) for the Vehicle regarding this issue. CARS claims adjuster explained that spark plugs are not listed for coverage on the customers attached *************** Contract (VSC) and explained that if there was a mechanical failure to the piston rings then the piston rings would be covered; however,  if the piston rings were carbon-seized into the pistons then it would not be a covered failure. CARS claims adjuster reviewed the customers VSC coverages and requested that 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. 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 March 15, 2024, the repair facility called CARS and stated they had stuck a borescope down the cylinders and found the piston rings were collapsed. CARS claims adjuster ordered an independent inspection of the Vehicle.
  
  The independent inspection of the Vehicle occurred on March 18, 2024, and the third-party inspectors findings are below:
  
  FINDINGS: Verified the rear spark plug had a huge gap. The tech did not do a compression test. The tech noted that he didn't because the rear 3 cylinders get shut down for fuel economy. The tech states the rings are worn down on the rear side, but did not have a way to show or demonstrate this at all. The engine started and idled ok.There is a current code, p0301 misfire Cylinder #1. Oil is currently full. Tech presented TSB, ******, and states to look for oil fouled plugs, if found to replace the pistons and rings
  
  CAUSE OF FAILURE: Findings are consistent with a piston ring failure on the rear bank that requires further tear down.
  
  INSPECTORS OPINION OF REQUIRED REPAIRS: Recommend to remove the head and pistons to verify the cause of failure and extent of damage.
  
  On March 19, 2024, CARS claims adjuster called the repair facility, reviewed the third-party inspectors findings, and requested borescope pictures of the damage.
  
  On March 22, 2024, after receiving and reviewing the borescope pictures, CARS claims adjuster contacted the repair facility and explained that the borescope pictures did not demonstrate the cause of failure. The repair facility agreed. CARS claims adjuster explained that the repair facility needed to obtain customer authorization to tear down the Vehicle to the point that the cause of failure could be demonstrated.Please see highlighted Provision 5. (c.): 5. SERVICE CONTRACT CLAIM PROCEDURES: FAILURE, BY YOU OR YOUR REPAIR FACILITY, TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: c. Your repair facility must perform a proper diagnosis to determine the cause of failure  and extent of damage, which may include tear-down to the point of component failure upon Our request. YOU ARE RESPONSIBLE FOR THESE CHARGES for non-covered repairs, and any diagnostic and tear-down charges in excess of one hour for covered repairs.Your repair facility MUST provide Us with an estimate for the covered repair to obtain an authorization number BEFORE any repairs have begun. ANY REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE DENIED.
  
  On April 10, 2024, after receiving and reviewing pictures and an estimate from the repair facility, CARS claims adjuster called the repair facility to ask what cause of failure the pictures demonstrated. The repair facility stated that the rings were carbon stuck.
  
  The mechanical claim was denied because carbon is a non-covered cause of failure on the customers VSC.
  
  On April 18, 2024, the customer contacted ************** and ************** claims adjuster explained that the mechanical claim was denied because the repair facility stated the cause of failure was carbon-seized rings. CARS claims adjuster also explained that while **** can be reviewed,they are not the determination of actual cause of failure and that the repair facility is responsible for determining the cause of failure and extent of damage. CARS claims adjuster explained that if the repair facility could demonstrate a different cause of failure, not just a TSB but the actual cause of failure to his Vehicle, CARS could have the claim reviewed.
  
  CARS received no additional diagnostic information from the customers ********************** facility.
  
  On May 24, 2024, the customer called ************** again to review the claim denial. CARS claims adjuster provided the same information that was provided to the customer on April 18, 2024. When ************** claims adjuster explained that if the repair facility could demonstrate a covered cause of failure the claim could be reviewed, the customer stated the Vehicle had already been repaired. The customers *** does not cover *********************************************** without prior authorization from CARS.
  
  Based on the above information,CARS stands by our original decision and cannot assist with these repairs.  
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 01/19/2025

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

  Business Response

  Date: 01/28/2025

  January 28, 2025
  
  RE:         2012 ***** ODYSSEY EX-L
                 CONTRACT NO.: *********
                 OUR FILE NO.: C-9071
                 BBB COMPLAINT: 22782953
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers additional ******************** complaint and responds as follows:
  
  CARS has read the customers rejection,and the customer has raised zero (o) concerns that were not already addressed in CARS initial response; therefore, CARS can provide no additional answer.CARS initial response provided a detailed mechanical claim timeline and explanation for the claim denial. The customers rejection is simply a timeline of the mechanical claim from the customers perspective and the customer stating again that ************** should pay for the repairs based on a ***************** Bulletin (TSB). CARS has already explained to the customer both via telephone and in ************** initial response to the BBB that while **** can be reviewed, they are not the determination of the actual cause of failure and that the repair facility is responsible for determining the cause of failure and the extent of damage.
  
  Per CARS initial response, on April 18, 2024, CARS claims adjuster explained to the customer that if the ********************** facility could demonstrate a different cause of failure, not just a TSB but the actual cause of failure to his Vehicle, CARS could have the claim reviewed.
  
  In the customers rejection, the customer admits to forgoing further teardown and choosing to have the 2012 ***** Odyssey EX-L (Vehicle) repaired. The customers *************** Contract (VSC)does not cover repairs completed without prior authorization from CARS. 3.COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): c. Any repair done without prior authorization from Us.
  
  CARS cannot assist with these repairs and hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la

  Customer Answer

  Date: 02/02/2025

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

  I have attached two letters in response to the rejection response, one with the response and second with pictures of the issue.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ******

  Business Response

  Date: 03/12/2025

  March 12, 2025
  
  RE:         2012 ***** ODYSSEY EX-L
                 CONTRACT NO.: *********
                 OUR FILE NO.: C-9071
                 BBB COMPLAINT: 22782953
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers third ******************** complaint and responds as follows:
  
  1) CARS did not send a claims adjuster to the repair facility. Per the information provided in CARS initial response, the inspection on the customers Vehicle was performed by a third-party inspector from an independent inspection company. The third-party inspector is an impartial individual who provides an unbiased report to CARS. The customer disagreeing with the third-party inspectors findings does not mean the findings were inaccurate.
  
  2) Per CARS initial response: On April 18, 2024, the customer contacted ************** and ************** claims adjuster explained that the mechanical claim was denied because the repair facility stated the cause of failure was carbon-seized rings. CARS claims adjuster also explained that while **** can be reviewed, they are not the determination of actual cause of failure and that the repair facility is responsible for determining the cause of failure and extent of damage. CARS claims adjuster explained that if the repair facility could demonstrate a different cause of failure, not just a TSB but the actual cause of failure to his Vehicle, CARS could have the claim reviewed.
  
  CARS received no additional diagnostic information from the customers ********************** facility.
  
  On May 24, 2024,the customer called ************** again to review the claim denial. CARS claims adjuster provided the same information that was provided to the customer on April 18, 2024. When ************** claims adjuster explained that if the repair facility could demonstrate a covered cause of failure the claim could be reviewed, the customer stated the Vehicle had already been repaired. The customers *** does not cover *********************************************** without prior authorization from CARS.
  
  Per the customers ************************ Complaint: I had no choice but to get the van repaired because I needed to get family around I called back Cars Plus in May after the repair of the engine
  
  Per CARS second response: In the customers rejection, the customer admits to forgoing further teardown and choosing to have the 2012 ***** Odyssey EX-L (Vehicle)repaired. The customers *************** Contract (VSC) does not cover repairs completed without prior authorization from CARS. 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): c. Any repair done without prior authorization from Us.
  
  3) While **** can be reviewed, they are NOT the determination of the actual cause of failure to a specific vehicle, and the customers chosen ********************** facility is responsible for determining the cause of failure and the extent of damage to their vehicle.
  
  4) CARS cannot respond to questions about the vehicle manufacturers policies/procedures. CARS adjudicates mechanical claims according to the Terms and Conditions of a customers individual VSC.
  
  Per CARS initial response: CARS claims adjuster explained that the repair facility needed to obtain customer authorization to tear down the Vehicle to the point that the cause of failure could be demonstrated. Please see highlighted Provision 5.(c.): 5. SERVICE CONTRACT CLAIM PROCEDURES: FAILURE, BY YOU OR YOUR REPAIR FACILITY, TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: c.Your repair facility must perform a proper diagnosis to determine the cause of failure and extent of damage, which may include tear-down to the point of component failure upon Our request. YOU ARE RESPONSIBLE FOR THESE CHARGES for non-covered repairs, and any diagnostic and tear-down charges in excess of one hour for covered repairs.Your repair facility MUST provide Us with an estimate for the covered repair to obtain an authorization number BEFORE any repairs have begun. ANY REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE DENIED.
  
  5) Per CARS initial response: On April 10, 2024, after receiving and reviewing pictures and an estimate from the repair facility, CARS claims adjuster called the repair facility to ask what cause of failure the pictures demonstrated. The repair facility stated that the rings were carbon stuck.
  
  The mechanical claim was denied because carbon is a non-covered cause of failure on the customers VSC.
  
  On April *******, the customer contacted ************** and ************** claims adjuster explained that the mechanical claim was denied because the repair facility stated the cause of failure was carbon-seized rings. CARS claims adjuster also explained that while **** can be reviewed, they are not the determination of actual cause of failure and that the repair facility is responsible for determining the cause of failure and extent of damage. CARS claims adjuster explained that if the repair facility could demonstrate a different cause of failure, not just a TSB but the actual cause of failure to his Vehicle, CARS could have the claim reviewed.
  
  CARS received no additional diagnostic information from the customers ********************** facility.
  
  If the customers ********************** facility had obtained additional information on the cause of the Vehicles failure, the repair facility needed to contact CARS with the information prior to repairing the Vehicle.
  
  If the customers chosen ********************** facility was unable or unwilling to follow the claim procedures,the Vehicle needed to be taken to a repair facility that was able and willing to. Provision 5. (a.): 5. SERVICE CONTRACT CLAIM PROCEDURES: FAILURE,BY YOU OR YOUR REPAIR FACILITY, TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: a. Your vehicle must be at a repair facility, of Your choosing, within the contiguous *************, CAPABLE TO: (1) perform tear-down to the point of component failure, (2) determine the cause and extent of damage, and (3) rebuild the component. The vehicle MUST REMAIN at the same repair facility until repairs are complete. If Your repair facility is unwilling or unable to work with Us, then ** reserve the right to require You to choose another repair facility.
  

  6)CARS does not need the Vehicle maintenance information at this time.
  
  While CARS understands the customers frustration over the denied mechanical claim, to date, CARS has paid toward repairs on four (4) mechanical claims made on behalf of the customers Vehicle.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 03/18/2025

  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.

   

  Still do not agree with response, attaching another letter.  
  
  3-16-25
  Car Care Plus, ****************************************************, ************
  In reviewing the 3RD  response from Car Protection Plus to the BBB complaint
  I followed the rules of the contract but was repeatedly told that the case was reviewed multiple times and there was a very small chance it would be changed unless the dealership could find a smoking gun to basically recreate the issue while the engine is running.  The *** claims adjuster said this both before and after paying dealership to tear apart the engine to show proof.  Car Protection Plus is relying on the independent appraiser, even though as mentioned by ***, the spark plug was involved in the decision by *** to show failure of carbon build up.  As stated, the dealership never stated this or can be proved by *** could cause the buildup. 
  It has been noted that without the dealership proving that the failure was due to the rings being damaged, despite the *** indicating that my specific VIN number is affected and causing carbon build-up in the three cylinders, the claim would be rejected. The dealership's pictures and other evidence specified in the *** were not accepted as proof.
  *** has consistently stated in their letter that all issues fall back to the customer, advising the client to avoid *********************** until a method to demonstrate the ring failure is found. This would cause undue expenses and may lead to other problems with the car being disassembled for an extended period.  Even after a complete engine disassembly being approved by me, the independent claim adjuster would still have to agree that anything identified was the only way the carbon was built up due to that part failure which is impossible with this high milage vehicle.  *** offered a warranty with unlimited mileage for a specific time frame and should honor that.
  Based on my experience with this claim, I could never recommend this company for any warranty coverage to anyone.  I have had other used car warranty companies be more appropriate in handling claims.
  
  They make it very difficult for any repair to be covered because of the long delays in follow-up and very little conversation with the actual customer unless they call.  I contacted CARS every time the dealership tried to get in contact because of the slow response.  I worked with the dealership to meet all the expectations of CARS, but the claims adjuster from *** was very clear from the first conversation that it wouldnt be covered because of carbon build up and spark plug gap issue.  
  
  All I asked was to Make it Right.  Thank You
  
  Eric, ******** and the ****** Family, ***********************************, ************