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:11/12/2025

  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.

  **************** has taken over a month to approve or deny a claim and is causing his issues were now the car dealership is holding our vehicle until they get a response from cars warranty and I cannot get anyone to take care of the issue for me

  Business Response

  Date: 11/21/2025

  November 21, 2025
  
  RE:          2015 **** F-150 PLATINUM
                  CONTRACT NO.: OPE514006
                  OUR FILE NO.: C-9446
                  BBB COMPLAINT: 24139508
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On October 15, 2025, a repair facility contacted CARS and opened a mechanical claim on behalf of the customers 2015 **** ***** Platinum (Vehicle) stating the Vehicle had been brought to them for diagnosis of an oil leak. The repair facility stated their technician had found the rear pinion and main seals leaking. CARS claims adjuster reviewed the customers VSC coverages with the ********************** facility and requested pictures of the leaks.
  
  During the adjudication of the mechanical claim CARS had to request pictures of the failures twice, and because the images did not clearly demonstrate all failures, CARS then had to send a third-party inspector to the repair facility. This claim also suffered a slight delay due to the addition of another component not initially request by the repair facility.
  
  CARS apologizes for any delays caused by employee error on CARS part and remains committed to ensuring customer satisfaction.
  
  This mechanical claim has been authorized and upon completion of repairs, the customers ********************** facility needs to submit the completed final invoice to CARS to receive payment in the authorized amount.
  
  CARS hopes this information was helpful.
  
  Sincerely,
  
  The Customer ***************
  la

• Initial Complaint

  Date:11/10/2025

  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.

  Ive been a customer with ******************************************* Plus for almost two years, and I am extremely disappointed with how my recent claim was handled. My *** was kept in the shop for almost a month because your company gave the dealership the complete runaround. *** repeatedly provided all the required documentation about the cars issues, yet Cars Protection Plus kept asking for the same information instead of processing the claim efficiently.Because of these unnecessary delays, I had to rent a car for a weekbelieving, as your representatives stated, that claim turnaround time would be quick. Instead, I ended up repeatedly calling for updates and went $663 in the hole waiting for progress. To make matters worse, I was only reimbursed $70 due to contract limitations, even though the delay and additional costs were entirely caused by your companys lack of ************* even had to provide me with a loaner vehicle because they were frustrated with the constant back-and-forth and lack of responsiveness from Cars Protection ******* make things worse, your company denied a repair for a part that was clearly leaking coolant, simply because it wasnt visibly dripping like water. The mechanics had video proof showing the leak and explained that it would eventually need to be replaced. Instead of approving the claim, Cars Protection Plus insisted on sending another inspectorwhich I would have had to pay $110 out of pocket foronly for the claim to be denied again.I finally got my car back, only to drive about 200 miles trying to make up for what I had already lost financially, and the car threw a code and all my coolant leaked out completelyexactly what the mechanics warned about. This issue happened simply because Cars Protection Plus refused to approve the claim when it should have been handled the first time. Between the lack of communication, repeated delays, unnecessary denials, and the financial and personal stress caused by your mishandling of my claim I AM DISAPPOINTED!

  Business Response

  Date: 11/18/2025

  November 18, 2025
  
  RE:          2019 *** 5 SERIES 530I XDRIVE
                  CONTRACT NO.: PPE516183
                  OUR FILE NO.: C-9439
                  BBB COMPLAINT: 24128556
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  The customers account of the mechanical claims differs from the information CARS has; therefore, CARS has provided a summary of the mechanical claim below.
  
  On October 16, 2025, a repair facility opened a mechanical claim on behalf of the customers 2019 *** 5 Series 530i xDrive (Vehicle) requesting a turbo coolant return line, a Guibo disc, both front thrust rods, and a right front cv boot kit. CARS claims adjuster reviewed the customers attached *************** Contract (VSC)coverages with the customers chosen ********************** facility, explained that repairs made without authorization could be denied, and asked if the repair facility could demonstrate the failures to a third-party inspector to which the repair facility replied yes. CARS claims adjuster then ordered an independent inspection of the customers Vehicle.
  
  The independent inspection of the customers Vehicle took place on October 17, 2025, and the third-party inspectors findings are summarized below:
  
  LEVEL OF TEARDOWN: No teardown has been performed.
  FINDINGS: Tech does not know if vehicle was towed or driven in as it was dropped after hours. Tech mentioned that the ***************** was empty upon initial inspection. No ****** Codes. Vehicle was lifted and found dripping coolant leaks from the Turbo coolant return line. The Guibo disc in the rear is splitting in two areas, and the rubber is cracked, (see pics). The right front outer CV boot is torn and has splattered grease within the inner wheel well. Tech states there is no grease remaining in the thrust rod bushings. There is brown discoloration at the bushings indicating a prior leak, no excessive play was demonstrated during the inspection.
  CAUSE OF FAILURE: Guibo disc material wear failure. Right front outer CV axle boot material sealing failure. Findings consistent with seal failure of the thrust rod bushing.Material sealing failure of turbo coolant line.
  INSPECTORS OPINION OF REQUIRED REPAIRS: Replace rubber Guibo. Replace right outer CV axle boot Replace turbo coolant return line. Replace driver and passenger thrust rods.
  
  On October 20, 2025, after receiving and reviewing the independent inspection report, CARS claims adjuster called the repair facility and requested an estimate. CARS received an incomplete estimate later that day.
  
  On October 21, 2025, CARS claims adjuster called the repair facility to obtain an itemized estimate and left a voicemail.
  
  On October 22 and 23, 2025, after several back and forth telephone calls, CARS was able to obtain an itemized estimate; however, the customers ********************** facility requested to add a water pump to the mechanical claim.
  
  On October 24, 2025, CARS spoke to ******, a repair facility employee, who stated he was taking over the claim from ******, the previous service advisor, and was going to step back and go talk with the technician to determine exactly what needed repaired on the Vehicle and would then contact CARS.
  
  On October 28, 2025, CARS spoke to ****** at the repair facility, and because the water pump failure was not previously mentioned nor demonstrated to the third-party inspector, CARSclaims adjuster requested pictures of the failure. CARS received the requested information later that day.
  
  On October 30, 2025, CARS spoke to the customers ********************** facility and provided the information on what CARS could assist with toward the repairs to include the newly added water pump, provided repair authorization and explained how to submit the final invoice to receive payment in the authorized amount.
  
  Even with the surprise addition of the water pump, which was the main cause of the hold up to this point, this mechanical claim was initially authorized in 14 days.
  
  On November 03, 2025, ****** at the customers ********************** facility called CARS stating after they replaced the water pump, they had found the engine oil filter housing leaking coolant. CARSclaims adjuster took the part information and explained to the repair facility that he would have the request to add the oil filter housing reviewed by claims management. Later that day, after management review, CARS claims adjuster called the repair facility and left a voicemail requesting a video demonstrating the oil filter housing leaking.
  
  The repair facility sent CARS three (3) videos over the course of the next few days; however, for various reasons,bad pixelation, oversized video, and the position of the leak being hard to access for the repair facilitys technician, CARS was unable to see an active leak in any of them.
  
  On November 07, 2025, CARSclaims adjuster explained to the customer that the ********************** facility had two (2)options regarding the oil filter housing failure, CARS could order another independent inspection of the Vehicle at customer or ********************** facility cost OR the repair facility could try and send CARS a clear video of the leak.
  
  Later on, November 07, 2025, CARS spoke to the customers ********************** facility who informed CARS that the customer was not pursuing the oil filter housing coverage at that time.  CARS then received the completed final invoice,and the mechanical claim was paid that day.
  
  There was no second inspection performed on the Vehicle; therefore, no second inspection fee was charged, and the oil filter housing was not denied, instead, CARS was told that the customer had decided not to have it ************************ at that time.
  
  The rental benefit on the customers VSC has been highlighted at Provision 2. (a., ix.): 2. SCHEDULE OF COVERAGE: a. LEVEL 1: ix. RENTAL BENEFITS: You will be eligible for $35.00 for each six hours of labor guide time to repair or replace the covered component with a maximum benefit of $250.00 per claim, if proof of rental is provided with an authorized claim. Any time not related to the actual repair and replacement of the covered component is not included in this benefit.
  
  CARS has reviewed the mechanical claim and determined that the mechanical claim was properly handled based on what information CARS was provided and when; therefore, CARS cannot offer the customer any additional assistance toward rental reimbursement.
  
  CARS does not like to hear that a customer is unsatisfied with the processing of a mechanical claim but hopes this information was helpful to the customer.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

• Initial Complaint

  Date:11/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Extended car warranty company refusing to provide coverage for a manufacturing defect which should be covered under existing contract.- Vehicle purchased 9/01/25 along with extended Level 3 warranty for $4,764.00 - 10/30/25--vehicle displayed numerous error lights and was brought into *************** 10/31/25--mechanics at ************* determined error lights to be result of a water-damaged module. Water intrusion and resulting electrical damage determined to be a direct result of a crushed sunroof drainage pipe. - Current necessary repairs as prescribed by ************* mechanics include: drainage pipe replacement, sound guard replacement (damaged due to pipe), drying of vehicle (due to water intrusion by defective pipe), new OFM module (damaged due to water caused by defective pipe). - 11/5/25 --Warranty claim filed by ***** services advisor with photo and video evidence provided by ***** Services *******. ***** services advisor spoke on the phone with warranty company who denied coverage for evident defect.- 11/6/25--Spoke personally with warranty claims representative who refused coverage despite contractual language stating factory defects should be covered. - Entirety of repair costs are a direct result of defective drainage pipe which is a "factory equipped part" covered under my Level 3 Prime Protect warranty agreement. ***** services determined the cause of the crushed pipe must have been a manufacturing defect since it was crushed from the outside in--NOT a result of debris/normal wear and tear.

  Business Response

  Date: 11/14/2025

  November 14, 2025
  
  RE:          2019 ***** XC60 T6 MOMENTUM
                  CONTRACT NO.: PPE719544
                  OUR FILE NO.: C-9437
                  BBB COMPLAINT: 24115238
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On November 05, 2025, a repair facility opened a mechanical claim on behalf of the customers 2019 ***** XC60 T6 Momentum (Vehicle) stating the Vehicle had water damage caused by a clipped,crimped, or smushed sunroof drain tube; specifically, the Vehicle needed a firewall module, the driver side sound trap, and the drive side drain tube.CARS claims adjuster requested that the customers chosen ********************** facility send pictures of the damage for review. CARS received a photo and a video from the repair facility later that day.
  
  Upon review of the photo and video as well as the conversation with the customers chosen ********************** facility this mechanical claim was denied because the failures are not listed for coverage under the customers attached *************** Contract. CARS has highlighted Provision 3. (l. and p.): 3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): l. Damage from flood, fire, impact,and/or accident, regardless of the cause. AND 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 apologizes for any inconvenience the denial of the mechanical claim may have caused the customer;however, upon receipt of the customers ******************** complaint ************** reviewed the mechanical claim and determined the denial was correct and cannot be ************* explained to the customer by a ************** claims supervisor, the damage to the drain tube was not a mechanical or electrical failure and is not in line with a manufacturing defect. If the tube was damaged upon installation, then this would have been a result of outside impact, which is also not a covered failure. All ensuing damages were a result of water ingestion and are excluded,per the customers VSC.
  
  ************** hopes this information was helpful to your inquiry.

  CARS was unable to attach a file to this response.

  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

• Initial Complaint

  Date:11/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim was wrongfully denied for service and I had to pay out of pocket for no reason. My claim was denied because of an oil leak 8/27 and they claimed I did nothing about it yet on 8/30 I took my car to a mechanic and there was no oil leak noted so my claim should have been approved since I did my due diligence by taking it to a mechanic after the note about the oil leak. I sent them the maintenance records on 10/21/25.

  Business Response

  Date: 11/14/2025

  November 14, 2025
  
  RE:          2015 CHEVROLET EQUINOX LT
                  CONTRACT NO.: PPE482104
                  OUR FILE NO.: C-9438
                  BBB COMPLAINT: 24113535
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On October 14, 2025, the customers chosen ********************** facility opened a mechanical claim on behalf of the customers 2015 Chevrolet ******************** at a mileage of *******, requesting an engine and a starter. The repair facility informed CARS that the oil in the Vehicle had ran so low it no longer registered on the dipstick. CARS claims adjuster requested diagnostic information and maintenance records.
  
  On October 21, 2025, CARS received maintenance records and has attached: ********* oil change records from customer. ************** has highlighted:
  
  On 03/22/2025 at a mileage of ******* there is an oil change listed.
  
  On 06/27/2025 at a mileage of ******* the next oil change is listed with a note from the service advisor stating the oil was 1.5 quarts low and the Vehicle had a minor oil leak.
  The Vehicle lost 1.5 quarts of oil in ***** miles.
  
  The customer then continued to operate the Vehicle until it stopped moving ***** miles later.
  
  The 08/30/2025 invoice for a battery change contains no indication that the repair facility inspected the Vehicles engine oil, and a battery replacement is not related to oil maintenance.
  
  On October 22, 2025, CARS received pictures from the customers ********************** facility. After receiving and reviewing the pictures, CARS claims adjuster ordered an independent inspection of the Vehicle.
  
  The independent inspection took place on October *******. The third-party inspectors findings are summarized below:
  
  LEVEL OF TEARDOWN: Oil pan removed.
  FINDINGS: Two codes P0016 ********************************************** 1 Sensor A) - P0336 (Crankshaft Position Sensor A Circuit Range/Performance). Tech removed the oil pan, and the oil is black in color and there is metal debris throughout pan including a broken #4 connecting rod. The #4 crank journal is heavily scored and black in color from heat. Sludge is caked onto windage tray and throughout static components in lower end of the engine. No signs of the rod bearing.
  CAUSE OF FAILURE: Connecting rod bearing failure, blued components from overheat. Verified sludge in engine.
  
  The customers attached *************** Contract (VSC) states: 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.
  
  On October 29, 2025, CARS claims adjuster spoke to the customers chosen ********************** facility and explained that CARS could not assist with the engine; however, the claim could be reviewed for coverage of the starter.
  
  On November 14, 2025, CARS claims adjuster called the customers chosen ********************** facility and CARS was informed the Vehicle had been removed from the repair facility; therefore,the mechanical claim was closed.
  
  The customer was informed on June 27, 2025, that the Vehicle had an oil leak requiring attention. Unfortunately, the Vehicle continued to be driven for over ***** additional miles without addressing the issue, which ultimately resulted in catastrophic engine failure. CARS understands the customers frustration regarding the ********************** costs; however, the customers failure to address the oil leak lead directly to the damage. As a result, this repair is not eligible for coverage under the customers VSC.
  
  ************** hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachments

• Initial Complaint

  Date:11/05/2025

  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.

  I bought a vehicle the dealer added a power train warranty from C A R S Protection Plus in August 2024. Vehicle's transmission messed up May 2025. Had vehicle towed to garage and they contacted the warranty company (C A R S Protection Plus). A claim was submitted and that is all that has been done since May 2025. I have reached out to C A R S Protection Plus and the garage and both state they can't get in contact with each other. C A R S says they can't get an answer on the phone and garage says they stay on hold for 30 mins or more with no one helping them. Meanwhile I'm paying payments, and insurance with a car sitting on a lift for 6 months now.

  Business Response

  Date: 11/12/2025

  November 12, 2025
  
  RE:          2015 ****** SENTRA S
                  CONTRACT NO.: CPE554419
                  OUR FILE NO.: C-9435
                  BBB COMPLAINT: 24109019
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On June 11, 2025, a repair facility opened a mechanical claim on behalf of the customers 2015 ****** ****************** requesting a transmission. CARS claims adjusters reviewed the customers attached *************** Contract (VSC) coverages with the repair facility, explained that CARS would not be responsible for any repairs completed without prior authorization, and explained that the repair facility needed to 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 June 12, 2025, CARS claims adjuster called the repair facility to check on the status of the requested diagnostic information and left a voicemail.
  
  On June 24, 2025, CARS had not received the requested diagnostic information; therefore, CARS claims adjuster called the repair facility, asked to speak to ******* and was hung up on.
  
  On July 28, 2025, CARS had not received the requested diagnostic information; therefore, CARS claims adjuster called the repair facility but there was no answer.
  
  On August 18, 2025, ******* from the repair facility called CARS stating that teardown was complete and he needed the email address to send pictures. CARS claims adjuster provided the email address and explained to provide the last eight of the *** in the subject line.CARS received photos later that day.
  
  On August 19, 2025, CARS claims adjuster called the customers chosen ********************** facility to request an estimate but there was no answer.
  
  On August 27, 2025, CARS claims adjuster called the customers chosen ********************** facility to request an estimate but there was no answer.
  
  On September 24, 2025, the customer called ************** for an update on the status of the mechanical claim and CARS claims adjuster explained that CARS had been unsuccessful at contacting the repair facility but would try again. After disconnecting with the *********************** claims adjuster called the customers ********************** facility again, was told that ******* was not in and left a message with a call back number.
  
  On September 29, 2025, CARSclaims adjuster called the repair facility and left a voicemail.
  
  On September 30, 2025, CARS received four (4) inbound calls from the customers ********************** facility, zero (0)of which were over three  (3) minutes in hold time, and there were zero (0) voicemails left for CARS. CARS has attached the call logs of all calls received from and made to the repair facility between June 11, 2025 and October 08, 2025, for the customers review. These logs indicate if the calls were inbound or outbound and include duration times.
  
  On October 03, 2025, CARS called the repair facility again and left a voicemail with a call back number.
  
  On October 08, 2025, the mechanical claim closed due to the customers chosen ********************** facility not contacting CARS. Please see highlighted Provision 5. (h.): 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: h. FOR ALL CLAIMS, AFTER 30 DAYS WITHOUT A CLAIM STATUS UPDATE FROM YOUR REPAIR FACILITY TO **, THE CLAIM WILL BE CLOSED. IF YOUR SERVICE CONTRACT HAS EXPIRED DURING THIS TIME, NO FURTHER CLAIMS CAN BE MADE, AND NO FURTHER ASSISTANCE WILL BE PROVIDED, REGARDLESS OF YOUR VEHICLES CONDITION OR LOCATION.
  
  The customers VSC expired on August 24, 2025.
  
  CARS understands the customer is upset about the mechanical claim; however, CARS attempted to work with the customers ********************** facility but was unsuccessful and CARS cannot be responsible for the repair facilitys inaction. Please see highlighted Provision 4. (m.): 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
  
  Attachments

  Customer Answer

  Date: 11/13/2025

  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:11/01/2025

  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 am clueless on how to get the service I'm working to pay for. I called awhile ago and was told this contract doesn't exist.I went to the dealer and was even more confused who should be able to address the problem. Now I feel cheated and more!

  Business Response

  Date: 11/13/2025

  November 13, 2025
  
  RE:          2018 *** X2 XDRIVE 28I
                  CONTRACT NO.: *********
                  OUR FILE NO.: C-9445
                  BBB COMPLAINT: 2493610
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  CARS has attached a copy of the customers *************** Contract which has CARS phone number on the upper left hand side. CARS phone number is also on the ** card that was provided as part of the customers ******************** Complaint.
  
  CARS has not received a call from the customer since November 08, 2022. If the customer is having issues with their 2018 *** X2 xDrive 28i (Vehicle) they need to take the Vehicle to the repair facility of their choice and have that repair facility follow the claim procedures at Provision 5. in the Terms and Conditions of the **** Repairs completed without prior authorization from CARS will not be covered. 
  
  Repair facilities can also open a claim via CARS online claim submission portal on our website: ****************************.
  
  CARS customer service department can also be reached via email at: *********************************************
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 11/18/2025

  [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.  I have a few quotes and will go to 1 of these  businesses to begin the approval processes to get the rims repaired  

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

• Initial Complaint

  Date:10/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  my bearing went thru my engine 13 days after i had it and blew the engine and now the warranty company wont pay

  Business Response

  Date: 10/29/2025

  October 29, 2025
  
  RE:          2008 LINCOLN MKX BASE
                  CONTRACT NO.: *********
                  OUR FILE NO.: ******
                  BBB COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The CARS Protection Plus Inc. (“CARS”)
  Customer Care Department is in receipt of the customer’s BBB complaint and
  responds as follows:
  
  On August 27, 2025, the car
  dealership where the customer purchased their 2008 Lincoln MKX Base (“Vehicle”)
  electronically entered the attached Flex Protect Level 1 Vehicle Service Contract
  (“VSC”) on behalf of the Vehicle for a term of 3 Months / 4.5K Miles, whichever
  comes first. Provision 4. (d) states: 4. PROVISIONS OF THE SERVICE CONTRACT: d. Total aggregate benefits under the Service Contract shall not exceed the
  J.D. Power/NADA Clean Loan Value as of the Vehicle Purchase Date, or the
  Vehicle Purchase Price, whichever is less. Total per claim benefits for each
  authorized claim shall not exceed the actual cash value of Your Vehicle
  immediately preceding mechanical breakdown. The value takes condition, region
  and mileage into consideration.
  
  On September 11, 2025, a repair facility
  opened a mechanical claim on behalf of the customer’s Vehicle for issues with
  the engine.
  
  On October 21, 2025, after receiving
  and reviewing diagnostic information from the customer’s chosen repair facility
  as well as receiving and reviewing results from a third-party inspector, CARS’
  claims adjuster spoke to the repair facility and provided authorization in the
  amount of $2,050, representing the customer’s contractual limit of liability. [See
  attached: Shupe J.D. POWER Used Cars_Trucks]
  
  Upon completion of the repairs,
  the customer’s repair facility needs to submit the final invoice to CARS and
  payment will be made in the authorized amount.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachments

• Initial Complaint

  Date:10/15/2025

  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.

  Have an extended warranty with this company. It is stated that the car has to go to repair facility and stay there the entire time till fixed. Car has been at repair facility for a month and no call back for me or repair facility. They can not fix anything or it voids warranty. I am now going to have to pay repair facility fees for my car being there so long or void my warranty and pay out of pocket.

  Business Response

  Date: 10/22/2025

  October 22, 2025
  
  RE:          2011 HONDA PILOT LX
                  CONTRACT NO.: CPE672343
                  OUR FILE NO.: C-9405
                  BBB COMPLAINT: 24018923
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On October 17, 2025, a repair facility opened a mechanical claim on behalf of the customers 2011 Honda Pilot LX (Vehicle) via CARS online claim submission portal listing the Vehicles issue as an undiagnosed rattle with four (4) DTC codes present. The online claim submission stated the rattle sounded like a valve rattle; however, the valve cover would need removed to verify this. In response to the online claim submission, CARS claims adjuster called the repair facility; however, there was no option to leave a voicemail.
  
  On October 20, 2025, CARS called the repair facility again and left a voicemail. Shortly after this call, CARSclaims adjuster called the customer and obtained an additional contact phone number for the repair facility. After disconnecting with the customer, ******************** adjuster called the additional phone number for the repair facility;however, there was no answer.
  
  On October 22, 2025, CARS called the repair facility again and was able to speak to an employee who stated the Vehicle had arrived at their shop on September 22, 2025. CARS claims adjuster reviewed the customers *************** Contract (VSC) coverages with the repair facility,explained that CARS would not be responsible for any repairs completed without prior authorization, and requested the repair facility obtain the customers authorization to diagnose the rattle and contact CARS.
  
  This mechanical claim is currently pending; CARS is waiting for diagnostic information from the customers ********************** facility.
  
  CARS reviewed call records by running both phone numbers associated with the repair facility through our phone system, covering the period from the Vehicles arrival at the repair facility to the day before the online claim was submitted; September 22, 2025 - October 16, 2025. CARS received zero (0) phone calls from either of the repair facilitiesphone numbers during that timeframe. CARS has attached screenshots of the search results.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachments

• Initial Complaint

  Date:10/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/16/2025

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

  Customer Answer

  Date: 10/19/2025

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

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

• Initial Complaint

  Date:10/03/2025

  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 a 3rd party warranty service department filed a claim on July 2025 its been over 2 months my truck has been in the shop and the warranty keeps delaying the process to get it repaired they sent a damaged part and don't want to approve service to get it repaired with shop parts as they want to keep sending parts can you guys please help out with this

  Business Response

  Date: 10/14/2025

  October 14, 2025
  
  RE:          2021 **** RANGER LARIAT
                  CONTRACT NO.: ACE680956
                  OUR FILE NO.: C-9395
                  BBB COMPLAINT: 23971396
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  On August 04, 2025, a repair facility opened a mechanical claim on behalf of the customers 2021 **** Ranger Lariat (Vehicle) stating 1) the transmission had harsh engagements and slippage and 2) the **** light was illuminated. The repair facility recommended a transmission replacement and two (2) tire pressure sensors. CARS claims adjuster reviewed the customers VSC coverages with the ********************** facility,explained that CARS would not be responsible for any repairs completed 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 and extent of damage could be demonstrated to CARS.
  
  On August 15, 2025, the repair facility contacted CARS stating they had completed teardown. CARS claims adjuster explained that CARS would be sending a third-party inspector to the repair facility to verify their findings and requested pictures of the damage and an estimate for the cost of repairs.
  
  The independent inspection of the customers Vehicle took place on August 19, 2025, and the third-party inspectors findings are summarized below:
  
  LEVEL OF TEARDOWN: Transmission and transfer case removed and disassembled.
  
  FINDINGS: The technician showed the inspector excessive wear in the planetary hub and cluster, including wear on the cluster shaft and shaft bushing. Since the battery was disconnected and then reconnected during the inspection, the inspector could not verify any **** failures. The vehicle will need to be driven to replicate and demonstrate the failures.
  
  CAUSE OF FAILURE: Internal transmission damage appears to be consistent with material failure, as no signs of abuse or neglect were observed at the time of inspection.
  
  INSPECTORS OPINION OF REQUIRED REPAIRS: Replace or rebuild the transmission.
  
  On August 22, 2025, CARS received the estimate from the repair facility.
  
  On August 23, 2025, CARS claims adjuster called the repair facility to review the independent inspection report and estimate; however, the person that CARS needed to speak to was away until August 27, 2025.
  
  On August 27, 2025, the repair facility called CARS. The repair facility requested to add a transfer case to the mechanical claim stating they noticed the failure during teardown. CARSclaims adjuster explained that there were only two (2) pictures of the transfer case failure, and he would submit the request for management review but may need additional pictures of the transfer case damage.

  On August 28, 2025, the repair facility called CARS for an update and CARS claims adjuster explained that the mechanical claim was under review by management.
  
  After management review it was determined that CARS could not assist with the transfer case.
  
  On September 15, 2025, CARS spoke to both the customer and the ********************** facility, and it was decided that CARS would supply the transmission needed for the repair.
  
  The supplied transmission arrived at the repair facility on September 24, 2025.
  
  On September 25, 2025, the repair facility contacted CARS and notified CARS claims adjuster that they could not use the supplied transmission because when they pulled the transmission pan they found metal debris in the pan and on the valve body. CARS claims adjuster explained that he would have the third-party parts supplier contact the repair facility.
  
  CARS apologizes for the delay in deciding the best route for supplying a replacement transmission.Understandably, the third-party parts supplier had to obtain proof that the original supplied transmission was faulty. To resolve this issue in the best way for the customer, ************** claims department has agreed to pay for the cost of the repair facilitys supplied transmission. The total authorized amount on the customers claim is $8,145.25 parts and labor, to be paid directly to the customers ********************** facility.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment

  Customer Answer

  Date: 10/17/2025

  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.]
  Hello  tpms system  keeps going on repair shop did submit pictures of the issue and was not repaired also the claim was started on July 30 and not on August its been going on for a while would like tpms to be repaired as well
  Regards,
  
  ******* *********

  Business Response

  Date: 10/27/2025

  October 27, 2025
  
  RE:          2021 **** RANGER LARIAT
                  CONTRACT NO.: ACE680956
                  OUR FILE NO.: C-9395
                  BBB COMPLAINT: 23971396
  
  Dear BBB of ********************,
  
  The CARS Protection ********* (CARS)Customer *************** is in receipt of the customers ******************** complaint and responds as follows:
  
  The customers attached *************** Contract (VSC) provides an inclusionary level of coverage meaning if a component is not listed for coverage in the Terms and Conditions then it is not covered. The tire pressure sensors are not listed for coverage; therefore,CARS cannot assist with this repair. CARS has highlighted the customers ********************** list of covered components for easy review.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer ***************
  la
  
  Attachment