Business Profile

Auto Warranty Processing

C.A.R.S Protection Plus Inc

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

Customer Complaints Summary

124 total complaints in the last 3 years.
39 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/07/2024
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 June 16th 2024 I purchased a used vehicle from used car lot and was sold a warranty to be covered with CARS Protection Plus for $1500. After reviewing the company customer service experience. I called to ask a simple questions and experienced being passed around and rude reps. Posted a review the next day because I could not get someone on the line to cancel, they passed me around. Tiffany emailed me back saying I would get my "full refund" sent to the lender. After speaking with the lender she only refunded $349 and said the dealership needs to refun the rest. CARS Protection Plus, Western Funding, nor the dealership has resolved my balance owed after canceling this warranty on July 12th. They refuse to pay back my money.
Business Response
Date: 08/19/2024
August 19, 2024

RE:         2013 HYUNDAI ELANTRA GLS
               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:

As previously explained to the customer
by both CARS and her lender, the remaining portion of the refund due for the
cancellation of her Vehicle Service Contract is due from the selling car
dealership.

Upon receipt of the customer’s
BBB Complaint, CARS contacted the selling car dealership on her behalf and the
selling car dealership informed CARS that they had already contacted the customer’s
lender and resolved the situation.

If the selling car dealership has not yet contacted the customer’s lender and arranged
to provide their portion of the refund due, please have the customer contact
CARS directly by calling 888.335.6838 or via email at [email protected].

CARS hopes this information was
helpful to your inquiry.

Sincerely,

The Customer Care Department
la
Customer Answer
Date: 08/19/2024
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 dealership is not responding to any emails their company has been cc in. When called the dealership he explained to me he is not responsible for returning monies he never had and for me to contact Western Funding Inc and the warranty company.

Regards,

******** *****
Business Response
Date: 08/27/2024
August 27, 2024

RE:         2013 HYUNDAI ELANTRA GLS
               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 additional BBB
complaint and responds as follows:

Upon receipt of the customer’s
additional BBB Complaint CARS again tried to contact the selling CAR dealership
regarding their portion of the refund due for the cancellation of the
customer’s Vehicle Service Contract. CARS did not receive a response;
therefore, CARS has issued payment to the customer’s lender.

The attached letter was mailed
via USPS yesterday along with a check.

Sincerely,

The Customer Care Department
la
Attachment
Customer Answer
Date: 08/29/2024
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.

Nothing has been resolved. The lender has not received the payment.

Regards,

******** *****
Initial Complaint
Date:07/18/2024
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.
Transaction date : August 22nd 2023
***** **** 2007 Jeep Wrangler Purchase price: 11,753.80
CARS Protection Pus Value plus plan price: 1,225.00

Warranty Purchased from CARS Protection Plan: Value limit plus coverage plus air conditioning, enhanced electrical, 24 hour towing service warranty

Nature of dispute-
Purchased a 2007 Jeep Wrangler from ***** ***** *** * **** *** ***** ******* ** ***** . Dealer suggested I'd buy CARS protection plus warranty. Purchased CARS protection plus value plus warranty along with vehicle on August 22nd 2023. After receiving an oil change from oil shop which used factory OEM oil and filter, the vehicle spun an engine bearing causing complete engine failure. Engine was inspected July 2024 and verified as rod bearing failure by ****** **** ***** *** **** *** ****** *** *** The repair claim was denied by CARS protection plus for modifications made to vehicle citing that tires were an after purchase modification. Tires and wheels were not modified and were the tires that I purchased on the vehicle from ***** ****. ***** **** disclosed nothing of the warranty coverage and how the tires disqualify my warranty coverage. ***** **** has offered to refund the warranty but not cover the 6600 quote I have received for a refurbished engine replacement from ****** ***** ***** **** has offered their own mechanic who has quoted a used engine replacement for 4400, while covering 1250 dollars of that expense.
Business Response
Date: 07/19/2024
July 19, 2024

RE:         2007 JEEP WRANGLER X
               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 22, 2023, the selling
car dealership electronically entered and paid for the attached Value Protect
Value Plus Level Vehicle Service Contract (“VSC”) on behalf of the customer’s
2007 Jeep Wrangler X (“Vehicle”) for a term of 12 Months. The customer agreed
to the Terms and Conditions of the VSC.

CARS has highlighted the relevant
Provisions.

Provision 3. (d.): 3. COMPONENTS
AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): d.
We do not provide any coverage for Vehicles modified or altered AT ANY TIME
beyond original manufacturer’s specifications with or without Your knowledge,
including but not limited to the following modifications: WHEELS/TIRES (not to
manufacturer’s specifications); lift kits; lowering kits; emission/exhaust; and
engine. If You have ONYX PLUS Coverage, additional exceptions apply.

Provision 4. (g.): 4. PROVISIONS
OF THE SERVICE CONTRACT: g. If, at any time, it is determined Your
Vehicle is altered or modified from original manufacturer’s specifications
(unless You have ONYX PLUS Coverage), We would consider this a material
misrepresentation and will cancel Your Service Contract per the CANCELLATION
PROVISIONS.

Provision 7. (d.): 7. CANCELLATION
PROVISIONS: - ALL REQUESTED CANCELLATIONS/REFUNDS MUST BE IN WRITING AND
WILL BE PROCESSED THROUGH YOUR LIENHOLDER, IF ANY, OR YOUR SELLING DEALER. IF
FINANCED, YOU AGREE YOUR LIENHOLDER IS A JOINT PAYEE TO RECEIVE ANY APPLICABLE
REFUND. ANY CANCELLED CONTRACT IS VOID AND WILL NOT BE REINSTATED. d. We
will cancel Your Service Contract for fraud, material misrepresentation
(including alterations/modifications), a substantial breach (including a
malfunctioning odometer), or nonpayment, either by You or on Your behalf. Prior
notice of cancellation is not required for these violations. If cancelled by Us
for any other reason, then We shall mail a written notice to Your last known
address at least five days prior to cancellation. The notice shall state the
reason and effective date of the cancellation. If cancelled within the first 30
days from the Effective Date, You will receive a full refund provided no claims
have been made or approved for payment. After 30 days from the Effective Date,
You will receive a pro rata refund of the Service Contract price for the
unexpired term of the Service Contract based on the number of elapsed months or
miles, less any claims paid or authorized for payment.

On July 02, 2024, a repair
facility opened a mechanical claim on behalf of the customer’s Vehicle. During
the adjudication of the mechanical claim CARS was made aware that the Vehicle
had been modified beyond manufacturer’s specifications; specifically, the
Vehicle had oversized wheels and tires.

The customer’s statement that
CARS cited the modifications were made after purchase is incorrect. On July 12,
2024, CARS’ claims adjuster contacted the customer to obtain information on
when the modifications were made to the Vehicle and the customer informed CARS’
claims adjuster that the larger wheels and tires were on the Vehicle at the
time of purchase.

Per the above Provisions, upon determination
that the customer’s Vehicle was modified beyond manufacturer’s specifications,
the customer’s VSC was cancelled, and the customer was eligible for a pro-rata
refund of the purchase price of the VSC. However, in a show of good faith, because
the customer informed CARS that the Vehicle was modified at the time of
purchase and therefore never qualified for coverage, CARS provided a full
refund for the purchase price of the VSC.

On July 17, 2024, CARS mailed a
check representing CARS’ portion of the refund due for the cancellation of the
VSC to the selling car dealership. The selling car dealership will provide
either the customer or the customer’s lender with the full refund amount due.

Please have the customer allow
two (2) weeks for the selling car dealership to receive CARS’ check and process
the refund.

CARS hopes this information was helpful to your inquiry.

Sincerely,

The Customer Care Department
la

Attachment
Customer Answer
Date: 07/24/2024
[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. This is satisfactory under the agreement that I will be refunded directly from Cars Protection Plus and not through ***** **** INC. Please be notified that my current mailing address for this refund will be ***** ******* ** ****** *** ** ******

Regards,

***** *******
Initial Complaint
Date:07/17/2024
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’ve paid most of the $3000 service contract. The company is very unclear on how to file claims. They won’t return phone calls and I was unable to get a claim started for a covered repair to my vehicle
Business Response
Date: 07/18/2024
July 18, 2024

RE:         2011 SUBARU IMPREZA 2.5I PREMIUM
               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:

The claim procedures have been
highlighted at Provision 5. in the Terms and Conditions of the customer’s attached
Vehicle Service Contract (“VSC”).

Customer’s and their repair
facilities can also visit CARS' website at www.carsprotectionplus.com for
information on how to start a mechanical claim and repair facilities can access
a link under the claims tab that can be clicked to initiate a mechanical claim
online.

To date the customer has
contacted CARS regarding three (3) issues with their 2011 Subaru Impreza 2.5i
Premium (“Vehicle”):

A failed manual transmission
clutch caused by a bad throw out bearing: Neither the throw out bearing nor
the manual transmission clutch are listed for coverage on the customer’s VSC.
The customer can locate their complete list of covered components highlighted at
Provisions 2. (a. and b.).

An oil pan due to a dent caused
by a collision; specifically, the customer hit a curb: The customer’s VSC is
designed to assist with MECHANICAL FAILURES to listed covered components and
does not assist with damage caused by collision. Please see highlighted Provision
3. (l.): 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.

A failing wheel bearing: On
a July 17, 2024 phone call, the customer informed CARS’ customer service representative
that their repair facility believed a wheel bearing was going bad on the
Vehicle. CARS’ customer service representative explained to the customer that
the wheel bearing is listed for coverage and reviewed the claim procedures in
the Terms and Conditions of the customer’s VSC. CARS’ customer service
representative also explained that repairs made without prior authorization from
CARS are not covered on the customer’s VSC. 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.

The customer’s chosen repair
facility needs to follow the claim procedures to open a mechanical claim for
the wheel bearing before the repairs are completed.

CARS hopes this information was
helpful to your inquiry.

Sincerely,

The Customer Care Department
la

Attachment
Customer Answer
Date: 07/18/2024
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:07/13/2024
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 car from a dealership which had a 3 month warranty on it on March 6th 2024 and I drove the car for about 4 weeks and it started to have a ticking noise coming from the engine so I took it to the shop.(the shop being Roy’s service center in Berkeley Springs WV)
The shop said that I needed a new engine so they tried to get into contact with the warranty Company that I have had bought for on the car and the warranty company wouldnt respond and when the did it would be weeks after the initial contact. They had eventually responded after asking for pictures of the engine torn apart and the date and the odometer so Roy’s emailed the pictures to the exact email the warranty company gave them and they have ethier said they didn’t receive the pictures or they would put you on hold and then the call would hang up. Agian I had my car for 4 weeks and the shop has had my car for over 2 months now because of the warranty company not responding and actually trying to get my car back on the road. It’s like they don’t wanna do what I had payed for. My car was with in the limits of the warranty and yet they still are playing around and not trying to solve or get in contact with the shop about what they need to do. In the photos I submitted was is the pictures the shop sent me showing they had sent the photos they needed to the warranty company with the correct email address. The shop had send multiple emails of the pictures and the warranty company has ether just simply not responded or say they hadn’t received any pictures of my engine from the shop. I just hope that y’all can figure out and talk to the warranty and figure out why they are taking so long and lying to me and not trying to cover my repairs on my car. If they don’t respond after y’all do something I will proceed to suing them. It shouldn’t take 2 months to fix and provide the things needed to fix my car.
Business Response
Date: 07/16/2024
July 16, 2024

RE:         2010 SUBARU IMPREZA 2.5I PREMIUM
               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:

CARS has reviewed the mechanical
claim as well as the information provided in the customer’s BBB Complaint.

The customer’s repair facility is using an incorrect email address and CARS
cannot use the information provided by the customer in the BBB Complaint
because the customer provided screenshots of entire emails and not individual pictures.

Please have the customer provide
his repair facility with the correct email address of [email protected]. When submitting the pictures
to CARS, the email needs to contain the customer’s and the vehicle’s
information so that CARS’ Claims Department can ensure the pictures are added
to the correct mechanical claim.

CARS hopes this information was helpful to your inquiry.

Sincerely,

The Customer Care Department
la
Customer Answer
Date: 07/23/2024
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,

****** ******
The mechanic shop has sent the photos to the correct email and they haven’t heard anything from the business, they had tried to call multiple times but they won’t pickup.
Business Response
Date: 07/30/2024
July 30, 2024

RE:         2010 SUBARU IMPREZA 2.5I PREMIUM
               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 additional BBB
complaint and responds as follows:

CARS has received the pictures
and contacted the customer’s repair facility. CARS apologizes for the time
delay in reviewing the pictures after receipt.

The mechanical claim is currently pending, waiting for an estimate for the cost
of the repairs to be submitted to CARS by the customer’s repair facility.

Please have the customer provide
his repair facility with the correct email address of [email protected]. When submitting the estimate
to CARS, the email needs to contain the customer’s and the vehicle’s
information so that CARS’ Claims Department can ensure the estimate is added to
the correct mechanical claim.

CARS hopes this information was helpful to your inquiry.

Sincerely,

The Customer Care Department
la
Customer Answer
Date: 08/06/2024
Problem:
The warranty is trying to say that they would not cover the cost for my engine and that I would need to pay for half of the labor that has been done on the car because the warranty has ran out , my car was kaput into the shop and claim was open for my car within the warranty but with the warranty company being slow and causing problems so I’m he warranty ran out I have hard paper evidence and multiple eye witnesses that my car was inserted in the shop almost 3 months ago within the warranty requirements. If the problem is not resolved and they don’t cover the cost for everything on my car a lawyer will be contacted and they will be sued.

Desired Resolution:
Contact by the business
Customer Answer
Date: 08/14/2024
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 is trying to say that they would not cover the cost for my engine and that I would need to pay for half of the labor that has been done on the car because the warranty has ran out , my car was kaput into the shop and claim was open for my car within the warranty but with the warranty company being slow and causing problems so I’m he warranty ran out I have hard paper evidence and multiple eye witnesses that my car was inserted in the shop almost 3 months ago within the warranty requirements. If the problem is not resolved and they don’t cover the cost for everything on my car a lawyer will be contacted and they will be sued.

Regards,

****** ******
Business Response
Date: 08/15/2024
August 15, 2024

RE:         2010 SUBARU IMPREZA 2.5I PREMIUM
               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 third BBB complaint
and responds as follows:

CARS has reviewed the mechanical
claim in question and determined it has been adjudicated correctly according to
the Terms and Conditions of the customer’s attached Vehicle Service Contract (“VSC”).
(See attached: Exline claim 04.19.2024 breakdown of CARS' authorized amount)

The customer’s assumption that they
are responsible for ½ the labor amount on the mechanical claim because their “warranty
has ran out” is untrue. The customer’s VSC offers a maximum hourly labor rate
of $75.00/hour . The customer’s chosen repair facility charges $150.00/hour. The
customer is responsible for the difference. CARS has highlighted this
information at Provision 2. (a., vi.): 2. SCHEDULE OF COVERAGE: a.LEVEL 1: vi. LABOR & DIAGNOSTICS: The authorized
time for a covered repair will be based on the Mitchell’s ProDemand Labor Guide
or a nationally recognized labor guide as determined by the Administrator. Unless You have selected the POSTED LABOR RATE OPTION, the hourly labor rate
assistance will be the repair facility’s rate up to $75.00 per hour. Should
Your repair facility exceed the authorized repair time or labor rate, You are
responsible for the difference.

CARS hopes this information was
helpful to your inquiry.

Sincerely,

The Customer Care Department
la
Initial Complaint
Date:07/08/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased the vehicle on 6/20/2024 along with the extended warranty. On 6/22/2024 the sensor for the glove box failed and the glove box kept opening on its own repeatedly while driving the car. The sensor is covered as it is part of the electrical system. I contacted the dealership and took my car into check out the problem on 6/25/2024 and they told me I needed a new glovebox and sensor and it would be approximately $850.00 parts and labor. I told them I purchased the extended warranty, confirmation date of purchase 6/20/2024 and that the warranty company should cover the repair. They contacted the warranty company and at first the warranty company was questioning the dates as I had just purchased the car and they felt this was a pre-existing condition, which it was not. The car has been at the dealership since 6/25/2024 and they sent an adjuster to evaluate the problem on 7/3/2024 after two days of miscommunications. They are held my car hostage until this issue was decided upon, which I think was totally unfair. The repair is covered per the terms of the contract and they are dragging their feet and not following through. I want my car repaired under the terms of the contract. They told the service manager at Roth Cadillac that this was a pre-existing condition and there is no way to prove it was pre-existing. It did not occur when I test drove the car, it only happened after I owned the car for only two days. There is no way to prove it was a pre-existing condition within a reasonable doubt, therefore I want them to cover the cost of the repair or if I have to pay for it, to be reimbursed. I have been told it would cost $850.00 parts and labor to repair. I feel I am being discriminated against because the warranty was only two days old.
Business Response
Date: 07/11/2024
July 11, 2024

RE:         2013 CADILLAC XTS LUXURY COLLECTION
               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:

CARS’ claims management has
reviewed the customers’ request as well as the mechanical claim and determined
that CARS will assist with the repairs.

On July 11, 2024, CARS’ claim adjuster contacted the customer’s repair facility, quoted the dollar amount that CARS
can assist with, and provided authorization for the repairs.

Upon completion of the repairs,
the customer’s repair facility needs to submit the completed final invoice to
CARS using the email address provided by CARS’ claims adjuster and payment will
be made in the authorized amount.

CARS hopes this information was helpful to your inquiry.

Sincerely,

The Customer Care Department
la
Customer Answer
Date: 07/11/2024
[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. The service manager from the repair facility contacted me and told me that my claim will be covered so thank you.

Regards,

**** ******
Initial Complaint
Date:06/26/2024
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 transmission issue with my truck so I took it to a shop to have it looked at. The shop agreed the transmission was not working correctly so I called the warranty company and they had them run some tests and open the transmission up and there was metal in the pan. CARS Protection plus agreed the transmission needed to be replaced so they had one sent to the shop. Once the transmission finally arrived it also had metal in the pan and did not shift properly. The shop called the supplier as well as the warranty company at that time. Both of them had the shop run multiple test and send pictures of the new transmission with metal in the pan, the shop complied with their request. After 6 weeks of sitting in the shop I made the decision to pick up my vehicle so I didn’t have to pay for storage charges and keep paying for a rental car any longer. I told the warranty company to let me know when the new transmission was shipped and I would return my truck to the shop so I don’t have to pay for storage while we wait again. Finally today I called to check the ETA on the part and was told it will NOT ship until the vehicle is returned to the shop. Keep in mind that all this started in April and is now almost July.
Business Response
Date: 07/09/2024
July 09, 2024

RE:         2017 FORD F-250 SUPER DUTY KING RANCH
               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:

The individual who made the BBB
Complaint is not CARS’ customer; however, CARS does have documented authorization
on file from CARS’ customer that allows CARS to review both mechanical claim
and contract information with the individual who made the BBB Complaint.

On April 30, 2024, a repair
facility opened a mechanical claim on behalf of the customer’s 2017 Ford F-250
Super Duty King Ranch (“Vehicle”) for transmission issues. CARS’ claims
adjuster explained that CARS would need to know what caused the failure to the
Vehicle’s transmission and requested the repair facility start by obtaining the
customer’s authorization to remove the transmission pan and check for debris, then
send pictures of the contents of the transmission pan to CARS.

On May 02, 2024, CARS received
the requested pictures.

On May 03, 2024, after receiving
and reviewing the pictures, CARS’ claims adjuster called the repair facility
and explained that CARS would be sending a third-party inspector to verify the
repair facility’s findings.

On May 07, 2024, CARS received
the inspection report from the independent inspection company.

On May 09, 2024, after reviewing
the inspection report, CARS’ claims adjuster called the repair facility and
requested an estimate for the needed repairs.

On May 10, 2024, after receiving
and reviewing the estimate, CARS’ claims adjuster called the repair facility
and explained the customer’s options on how to receive the transmission needed
for the repair. The customer had the option to have CARS ship CARS’ supplied
transmission and assist with the labor or to take the claim allowance and use
the repair facility’s supplied transmission.

On May 13, 2024, the repair
facility notified CARS’ claims adjuster that the customer had chosen to have
CARS ship CARS’ supplied transmission and assist with the labor. CARS’ claims
adjuster ordered the transmission that day.

On May 21, 2024, both the
customer and the repair facility contacted CARS to notify CARS of an issue with
CARS’ supplied transmission and CARS subsequently contacted the parts supplier.
CARS’ parts supplier then contacted the repair facility.

On May 30, 2024, CARS’ parts
supplier informed CARS that despite their best efforts, they had not been able
to obtain the cause of failure to the supplied transmission from the repair
facility.

On June 07, 2024, CARS’ parts
supplier notified CARS that the customer had removed the Vehicle from the
repair facility and was not only driving the Vehicle but hauling and towing
with the Vehicle. The repair facility had informed CARS’ parts supplier that
they did not believe the transmission was having as much of a shifting issue as
the customer was stating. Based on this information, CARS’ parts supplier believed
the supplied transmission was fine and that a replacement unit was not needed.

On June 17, 2024, the customer
contacted CARS asking for the status of the replacement transmission stating he
had only removed the Vehicle from the repair facility to avoid paying storage
fees. CARS’ claims adjuster then called the repair facility who stated they
thought that CARS’ parts supplier had shipped a replacement transmission on
June 06, 2024. After speaking to the repair facility, CARS’ claims adjuster
sent the parts supplier an email explaining that the replacement transmission
was still needed, and the customer had removed the Vehicle from the repair
facility to avoid paying storage fees.

On June 18, 2024, CARS’ parts
supplied notified CARS via email that they had contacted the repair facility
and that the repair facility was to notify them once the Vehicle was returned
to the shop.

When the customer returns the
Vehicle to the repair facility, CARS’ parts supplier will send a third-party
inspector to the repair facility to verify the failure to the supplied
transmission.

CARS hopes this information was helpful to your inquiry.

Sincerely,

The Customer Care Department
la
Customer Answer
Date: 07/10/2024
Better Business Bureau:

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

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

Regards,

***** *****
Initial Complaint
Date:06/14/2024
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 the truck on may 9, 2024. I was given a 3 month full coverage mechanic warranty when I bought it. Not even owning for 2 days there was mechanical issues and the engine light came on. The mechanic shop told me the whole upper of engine needed to be replaced. Parts and labor add up to about $11,000. The warranty company then wanted the mechanic shop to do a $900 tear down of engine (again) out of my pocket. Everytime I try to reach out to understand what the hold up is I am placed in hold for 30+ minutes. I was also told by the mechanic shop that the warranty company only wanted to cover the cost of cylinder and not whole repair leaving me with $9,000+ costs to pay myself.
Business Response
Date: 06/20/2024
June 20, 2024

RE:         2013 RAM PICKUP 1500 SPORT
               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 May 09, 2024, the selling car
dealership electronically entered and paid for the attached Value Protect Value
Plus Level Limited Vehicle Service Contract (“VSC”) on behalf of the customer’s
2013 Ram Pickup 1500 Sport (“Vehicle”) for a term of 3 Months.

On May 23, 2024, a repair
facility opened a mechanical claim on behalf of the customer’s Vehicle stating
the Vehicle had been brought in on May 14, 2024 because it was running rough
and had an illuminated CEL, they had changed the spark plugs and coil pack for
cylinder #1; however, the issue persisted. The repair facility now believed the
Vehicle needed lifters and rockers because of tapping noises coming from the
upper part of the engine. CARS’ claims adjuster explained that CARS needed to
speak to the customer prior to proceeding with the claim and not to make any repairs
without authorization from CARS.

The mechanical claim incurred a
slight delay due to a mileage discrepancy: specifically, the mileage documented
on the invoice provided to CARS by the customer’s repair facility for the
pervious repair was less than the effective mileage of the customer’s VSC.

On June 07, 2024, CARS’ claims
adjuster called the repair facility and requested that the Vehicle be torn down
to the point that the cause of failure and extent of damage could be demonstrated
to CARS. This is a requirement in the Terms and Conditions of the customer’s
VSC. Please see highlighted Provision 5. (c.): 5. SERVICE CONTRACT CLAIM
PROCEDURES: FAILURE BY YOU OR YOUR REPAIR FACILITY TO FOLLOW THESE CLAIM
PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE
CLAIM PROCEDURES LISTED BELOW: c. For any authorized claim, Your repair
facility must perform a proper diagnosis as determined by Us to determine the
cause of failure and extent of damage, which may include tear down to the point
of component failure upon Our request. YOU ARE RESPONSIBLE FOR THESE CHARGES
and for any other non-covered repairs/tear-down/diagnostics, (unless You have
the ULTIMATE VALUE Coverage, for which We will pay diagnostic time of up to one
hour of labor for a covered repair).

On both June 13, 2024, and June
14, 2024, CARS’ claims adjuster explained the tear-down request to the
customer.

Regarding the customer’s statement
that they were told by the mechanic shop that the warranty company only wanted
to cover the cost of the cylinder and not the whole repair, leaving the
customer with $9,000+ costs to pay:

To date, CARS has not provided
authorization for ANY repairs. On the May 23, 2024, call from the repair
facility to CARS to open the mechanical claim, CARS’ claims adjuster asked
which bank of lifters and rockers needed replaced and the repair facility replied,
“all of them, every single one in the motor.” CARS’ claims adjuster asked how
the repair facility determined that all the lifters and rockers were bad. The
repair facility stated that they recommend replacing all of
them if one (1) is bad. CARS’ claims adjuster explained that the customer’s VSC will only assist with failed components.

Upon completion of the tear-down,
the customer’s repair facility needs to submit pictures of the failures and an
estimate for repairs to CARS so the mechanical claim can progress.

CARS hopes this information was helpful to your inquiry.

Sincerely,

The Customer Care Department
la

Attachment
Initial Complaint
Date:06/13/2024
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.
July 27, 2023 car’s protection plus gave Fowler ford an authorization Number to repair vehicle by replacing transmission. October 30, 2023 cars protection plus closed claim unpaid. I contacted cars protection plus customer service regarding the unpaid repair bill by email. They contacted me back stating that the contract they had on file only allowed 90 days from the time given an authorization number to repair vehicle and that fowler Ford sent the final bill November 28th 2023. The contract I have signed states that they would get 180 days after an authorization number is given. The invoice was sent 121 days after authorization number given cars protection plus refuse to pay repair bill. I had to pay 5,703.03 to pick up my vehicle from Fowler ford before the ford company filed title42 for unpaid repair bill. 703.03 went on a credit card, car protection plus caused me to now pay back a loan and interest on a credit card by not paying the covered repair. I have copies of emails and contract to prove my case in small claims court.
Business Response
Date: 06/20/2024
June 20, 2024

RE:         2020 FORD ESCAPE SE
               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:

The customer originally contacted
CARS regarding this complaint on January 29, 2024, and CARS provided a response.
See attached:

01.29.2024 Chronister EM request from customer
02.02.2024 Chronister response to customer

The customer replied to CARS’
response on February 06, 2024, and CARS provided an additional reply. See
attached:

02.06.2024 Chronister 2nd EM from customer
02.06.2024 Chronister 3rd EM from customer
02.13.2024 Chronister response to customer's additional request

CARS hopes this information was
helpful to your inquiry.

Sincerely,

The Customer Care Department
la

Attachments
Customer Answer
Date: 06/21/2024
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 attached a copy of my contact which says once an authorization number is given for a claim the repair company will have 180days until closed. Car’s protection plus closed my claim in 90days. I have sent a copy of my contact by email more then once to car’s protection plus to prove this. What I signed and have with me will be the one used if taken to court. Car’s protection plus have gave me the go around by phone, by emails and now this way. Car’s protection plus was responsible for paying the claim and closed the claim with no legal reason. I am owed money from this company since I had to pay the repair bill in full. I also see how anytime someone has a transmission repair that cars protection plus is not wanting to pay the repairs according to all the customers on BBB.com. This I can bring up as well if needed in a lawsuit but I was hoping we could avoid all that.

Regards,

****** **********
Customer Answer
Date: 06/26/2024
****** ************ contact with cars protection plus. In this contract that I signed states after an authorization number is given to Mechanic has 180 days till the claim will be voided. Car’s protection plus closed my claim at 90days and I also have the email from car’s protection plus reply in regards to this with their customer service as they still denied payment leaving me to pay the repair bill in full. This company has a lot of complaints on BBB regarding repairs for transmissions, goes to show this company is ok with taking consumers money but not doing their job. I even tried to cancel and was told I would not receive the money that it would go back to the place I bought the car, which in the contract doesn’t state that.
Business Response
Date: 06/28/2024
June 28, 2024

RE:         2020 FORD ESCAPE SE
               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 response
rejection and responds as follows:

On November 04, 2022, the selling
car dealership electronically entered and paid for the attached Value Protect
Value Plus Level Vehicle Service Contract (“VSC”) for a term of 24 Months on
behalf of the customer’s 2020 Ford Escape SE (“Vehicle”).

Provision 5. (i.) states:

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: i. If it is determined a covered
component has failed and an estimate for the repairs is approved by Us, an
Authorization number will be issued for the repair. The Authorization number is
valid for 90 days from the date issued. After 90 days the Authorization number
and claim are void. No invoice will be processed without a valid Authorization
number, Your signature, repair facility’s parts and labor warranty on repairs
(if applicable) and repair facility’s identifying information.

If the selling car dealership
provided the customer with a physical copy of a VSC with different Terms and
Conditions than the VSC that the customer purchased, the customer will need to
contact the selling car dealership. CARS must abide by the Terms and Conditions
of the VSC that was purchased.

Regarding the customer’s statement
about cancelling their VSC, CARS has highlighted Provision 7(a.) under ADDITIONAL
STATE DISCLOSURES: OKLAHOMA: 7. CANCELLATION PROVISIONS: -
ALL REQUESTED CANCELLATIONS/REFUNDS MUST BE IN WRITING AND WILL BE PROCESSED
THROUGH YOUR LIENHOLDER, IF ANY, OR YOUR SELLING DEALER. IF
FINANCED, YOU AGREE YOUR LIENHOLDER IS A JOINT PAYEE TO RECEIVE ANY APPLICABLE
REFUND. ANY CANCELLED CONTRACT IS VOID AND WILL NOT BE REINSTATED. ADDITIONAL
STATE DISCLOSURES: OKLAHOMA: Provision 7(a) is deleted and
replaced with the following: CANCELLATION BY SERVICE CONTRACT HOLDER: You may cancel Your Service Contract at any time by notifying Us. In the event
the Service Contract is cancelled by You, return of premium shall be based upon 100% of the unearned pro rata
provider fee less the actual cost of any service provided under the Service
Contract, less a cancellation fee not to exceed 10% of the unearned pro rata refund
or $50.00, whichever is less, under this Provision.

CARS has attached a Cancellation Form,
if the customer wants to cancel, the customer can fill out the form and return
it via email to [email protected] or by using the information at the bottom of the form.
As there is no lender listed on
the customer’s VSC, if the customer chooses to cancel, any available refund will
be processed according to the above Terms and Conditions and through the
selling car dealership, meaning the customer would obtain any available refund
from the selling car dealership, not CARS.

CARS hopes this information was
helpful to your inquiry.

Sincerely,

The Customer Care Department
la

Attachments
Customer Answer
Date: 06/28/2024
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,

****** **********
the contract with my signature the day of purchase for car’s protection plus warranty is the contract that stands. There for legally in my contract which was signed and bought by myself states 180days as shown on contract paperwork, which I have sent a copy to car’s protection plus as well as BBB. Once a party receives payment and contact is signed legally that is what stand and you can not change it without informing the customer and a new contract with sand changes is signed and agreed upon!
Initial Complaint
Date:06/02/2024
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.
Bought extended warranty in January 2022 for approx. $2617.00. wrecked car Dec 19 2023.
Insurance totaled car in Feb 2024. I have completed & submitted all paperwork CAR protection required as per the policy conditions. I want my prorated refund. The money they owe me is around $1000.00
Business Response
Date: 06/05/2024
June 05, 2024

RE:         2014 SUBARU FORESTER 2.5I LIMITED
               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:

CARS received the customer’s
cancellation request on April 25, 2024, and the customer’s Vehicle Service
Contract (“VSC”) was cancelled. Per the Terms and Conditions of the VSC, the available
refund was processed through the selling car dealership and lienholder.

On May 08, 2024, CARS mailed a
check to Inline Motors, the selling car dealership, representing CARS’ portion
of the refund due. On May 23, 2024, Inline Motors mailed a check in the amount
of $1,448.27 to the customer’s lender representing the full refund due for the
cancellation of the VSC, both CARS’ and Inline Motors’ portions.

Please have the customer allow up
to three (3) weeks from May 23, 2024, the date that Inline Motors mailed payment,
for their lender to receive and process the check.

CARS hopes this information was helpful to your inquiry.

Sincerely,

The Customer Care Department
la
Initial Complaint
Date:05/15/2024
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 my second used transmission provided by cars protection plus, both transmissions went bad. This second one was sent after a complaint was filed and I was found correct about my part going bad. The part in question is my transmission. My warranty ended a few days after the claim, that said I had preemptively asked what happens if the part goes bad, my answer from their employee grant was then that’s too bad.
Business Response
Date: 05/24/2024
May 24, 2024

RE:         2014 CHEVROLET SILVERADO 1500 LT
               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:

The customer’s statement of being
provided with two (2) transmissions by CARS’ parts supplier that “went bad” is in reference to two (2)
different mechanical claims made nearly two (2) years apart.

On June 15, 2022, a repair
facility opened a mechanical claim on behalf of the customer’s vehicle for a
transmission. During the adjudication of the mechanical claim the customer was
given two (2) options on how to receive the transmission. The customer had the
option to have CARS ship CARS’ supplied part and assist with the labor or take
the claim allowance and use the repair facility’s supplied part. The customer
chose to have CARS ship CARS’ supplied part which came with a warranty of 90-day
Parts and Labor or upon contract expiration, whichever came first.

The next mechanical claim opened
on behalf of the customer’s vehicle for transmission issues was not until April
29, 2024. The customer again chose to have CARS ship CARS’ supplied part and
assist with the labor.

CARS was not alerted that there
may be an issue with the supplied part on the second mechanical claim until May
17, 2024, when the repair facility called CARS and stated they had installed
the transmission, changed the filter and fluid and the transmission had a
shutter. The repair facility told CARS’ claims adjuster that they would drive
the vehicle and see if the issue persisted and that if the issue persisted,
they would contact CARS.

On May 22, 2024, the repair
facility contacted CARS and notified CARS of an issue with CARS’ supplied part.
The mechanical claim is pending, and CARS has contacted CARS’ parts supplier
who will work directly with the repair facility to remedy the issue.

CARS hopes this information was helpful to your inquiry.

Sincerely,

The Customer Care Department
la

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