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.

close

Find a Location

C.A.R.S Protection Plus Inc has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/14/2024

  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.

  My warranty policy number is ********* On 06/24/2022, bought a 2014 E550 Mercedes from ****** **** ***** ***. in Newport Rhode Island.
  It was imposed a warranty at final sales and when I turned down the warranty, I was told the condition of the loan needs warranty.
  I bought a warranty for 3 years unlimited
  mileage warranty. When the car was delivered to me, I realized the mileage was under stated less than 2000 miles and the dealership increased my warranty to 4 years unlimited mileage.
  While driving the car, the car broke down on the high way. I took the car to the garage and I was told that is both the transmission and the engine. I called cars protection plus and started a claim.
  I then gave my mechanic the warranty. When he called the cars protection plus, they threatened several times to hang the phone on him.
  When he called again, they said I need to pay the cost of taking down the engine and transmission so that cars protection can investigate the reason why the car broke down.
  I contested. I was told that the garage appears to be a house address and it was suspicious.
  Till date is over 4 months and this car protection company has not fix my car.
  Every single day I am paying Lyft to get to work.
  The mechanic is asking me to pick up the car or I pay rental to parking the car.

  Business Response

  Date: 05/20/2024

  May 20, 2024
  
  RE:         2014 MERCEDES-BENZ E-CLASS E 550 4MATIC
                 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 March 26, 2024, the customer’s
  repair facility called CARS to open a mechanical claim; however, the repair
  facility was unable to provide the vehicle’s current mileage. CARS’ claims adjuster
  reviewed all information needed to open a mechanical claim and requested the
  repair facility call back when they had the information available. The conversation
  lasted only three (3) minutes and both CARS’ claims adjuster and the repair
  facility were courteous and professional.
  
  Later in the day on March 26,
  2024, the repair facility called and opened a mechanical claim on behalf of the
  customer’s vehicle for an engine and a transmission; however, they were unable
  to provide any diagnostic information to CARS. CARS’ claims adjuster asked the
  repair facility how they knew the vehicle’s transmission was bad if the engine wouldn’t
  start. The repair facility stated they knew the transmission was bad because of
  diagnostic trouble codes the vehicle was displaying; but they were unable to provide
  the codes to CARS and CARS’ claims adjuster explained that a transmission code
  does not mean that the transmission is bad. CARS’ claims adjuster explained to
  the repair facility that they would need to obtain the customer’s authorization
  to tear down the vehicle to the point that the cause of the failure and extent
  of the damage could be provided to CARS.
  
  On March 28, 2024, the repair
  facility called CARS to review what information CARS needed to proceed with the
  mechanical claim and CARS’ claims adjuster again explained to the repair facility
  that they would need to obtain the customer’s authorization to tear down the vehicle
  to the point that the cause of the failure and extent of the damage could be
  provided to CARS.
  
  Later in the day on March 28,
  2024, the customer called and spoke to a CARS claims adjuster to review CARS’
  request for teardown. CARS’ claims adjuster explained that CARS could not
  replace an engine and a transmission without any diagnostic information from
  the repair facility. CARS claims adjuster further explained that he had asked
  the repair facility how they determined the transmission was bad if the engine
  was not working and the repair facility had stated because of vehicle codes.
  CARS’ claims adjuster clarified to the customer that codes can show for
  multiple reasons and are not a complete diagnostic tool. CARS’ claims adjuster explained
  that per the Terms and Conditions of the customer’s attached Vehicle Service Contract
  (“VSC”), the vehicle would need torn down to the point that the cause of
  failure and extent of damage could be provided to CARS. CARS has highlighted this
  information at Provision 5. (c.): 5. SERVICE CONTRACT CLAIM PROCEDURES:
  FAILURE, BY YOU OR YOUR REPAIR FACILITY, TO FOLLOW THESE CLAIM PROCEDURES MAY
  DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM
  PROCEDURES LISTED BELOW: c. Your repair facility must perform a proper
  diagnosis to determine the cause of failure and extent of damage, which may
  include tear-down to the point of component failure upon Our request. YOU ARE
  RESPONSIBLE FOR THESE CHARGES for non-covered repairs/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). Your repair facility
  MUST provide Us with an estimate for the covered repair to obtain an Authorization
  number BEFORE any repairs have begun. ANY REPAIRS PERFORMED PRIOR TO
  AUTHORIZATION WILL BE DENIED.
  
  On April 02, 2024, CARS had not
  received an update from the repair facility; therefore, CARS’ claims adjuster called
  the repair facility; however, no one answered, and the voicemail box was full.
  
  To date, CARS has received no
  further contact from the customer or the customer’s repair facility. For the
  mechanical claim to progress, the customer needs to follow the Terms and
  Conditions of their VSC and provide their repair facility with authorization to
  tear down the vehicle to the point that the cause of failure and extent of
  damage can be provided to CARS.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 05/23/2024

  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.
  
  
   The approach from this company has never been cordial as responded by the company. During my conversation and from what my mechanic told, the reason why CARSPROTECTION PLUS REQUESTED FOR TEAR DOWN AND INSPECTION WAS THAT THEY WERE SUSPICIOUS OF THE CLAIM and was personally told that the Garage appeared to be at a house address and not a business facility. This is evidence by the review against this company. 

  I wrote a review about the company about this particular complain and they never countered my review. Any company will fight for their reputation. 
  As I mentioned in my complaint, I only bought this warranty because it was imposed as part of the loan presented to me by the sales Manager. 
  
  Yes. The mechanic told me that  cars protection plus demanded they tear down the car at my expense to determine the cause of the spoil engine and transmission. This did not make sense to me and that is the reason I called card protection plus. 
  The gears are not shifting and I need to pay for a tow truck to get the car on the lift. 
  secondly, it doesn’t make any sense to tear down the car because in ten cause of tearing down the car, there is the possibility of further damage. 
  At the time they called the mechanic, the car had been standing for a longtime and the batteries were very low so the mechanic could not provide the odometer. 
  An experience mechanic from the onset can tell you about a bad transmission and a bad engine. 

  Card Protection Plus is not as professional as you claim to be. 
  
  I want my car to be fixed. I will meet with the mechanic to give you as estimate on fixing the car. 
  
  
  
  
  
  
  Regards,
  
  
  
  ******* *******

  Business Response

  Date: 05/31/2024

  May 31, 2024
  
  RE:         2014 MERCEDES-BENZ E-CLASS E 550 4MATIC
                 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:
  
  Customer’s statement: The
  reason why CARS requested for tear down and inspection was that they were suspicious
  of the claim and was personally told that the Garage appeared to be at a house
  address and not a business facility.
  
  CARS’ answer: CARS needs
  the vehicle torn down to the point that the cause of the failure can be provided
  to CARS for CARS to be able to determine if the repair is covered by the
  customer’s Vehicle Service Contract (“VSC”). CARS needs the vehicle to be torn
  down to provide the extent of damage to ensure a complete and accurate repair
  is made to the vehicle.
  
  No inspection was ordered as vehicles
  cannot be inspected in a fully assembled state.
  
  When CARS’ claims adjuster looked
  up the address provided by the customer’s repair facility, it appeared to be a
  residential address. CARS’ claims adjuster explained to the repair facility
  that once an inspector was sent, the inspector could verify that it was a
  business location.
  
  Customer’s statement: As I
  mentioned in my complaint, I only bought this warranty because it was imposed
  as part of the loan presented to me by the sales Manager.
  
  CARS’ answer: This is
  between the customer and the sales manager.
  
  Customer’s
  statement: Yes. The
  mechanic told me that  cars protection plus demanded they tear down the
  car at my expense to determine the cause of the spoil engine and transmission.
  This did not make sense to me and that is the reason I called card protection
  plus. The gears are not shifting and I need to pay for a tow truck to get
  the car on the lift. secondly, it doesn’t make any sense to tear down the
  car because in ten cause of tearing down the car, there is the possibility of
  further damage. At the time they called the mechanic, the car had been
  standing for a longtime and the batteries were very low so the mechanic could
  not provide the odometer. An experience mechanic from the onset can tell
  you about a bad transmission and a bad engine. 
  Card Protection
  Plus is not as professional as you claim to be. 
  
  I want my car to be fixed. I will meet with the mechanic to give you as
  estimate on fixing the car.

  
  CARS’ answer: Per the
  Terms and Conditions of the customer’s VSC, the vehicle will need torn down to
  the point that the cause of failure and extent of damage can be provided to
  CARS: 5. SERVICE CONTRACT CLAIM PROCEDURES: FAILURE, BY YOU OR YOUR
  REPAIR FACILITY, TO FOLLOW THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM
  DENIAL. TO AVOID DELAY, FOLLOW THE CLAIM PROCEDURES LISTED BELOW: c. Your
  repair facility must perform a proper diagnosis to determine the cause of
  failure and extent of damage, which may include tear-down to the point of
  component failure upon Our request. YOU ARE RESPONSIBLE FOR THESE CHARGES for non-covered repairs/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). Your repair facility MUST provide Us with an
  estimate for the covered repair to obtain an Authorization number BEFORE any
  repairs have begun. ANY REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE
  DENIED.
  
  Once the customer’s repair
  facility has the requested diagnostic information available, please have them
  contact CARS.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

  Customer Answer

  Date: 06/07/2024

  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 do not accept your response. 

  You admitted that you initial thought that the garage was a house address and I don’t believe you because your company knows better. 

  I am not going to tear down the car. The engine needs to be replaced. I can make available an estimate for you to replace my engine.  The diagnostics shows the car has a bad engine and transmission and that is why it needs to be tow to put on the lift. 
  I remember there was a time I called cars protection plus to cancelled this warranty because of your arrogance and I was told that it was too late to cancel.  
  My warranty was privilege plus. 
  At the time you called the batteries were drained and the car could not be turn. 
  check you reviews. This how you treat all your customers. 
  As the days are going by, I continue to pay a lot on taxi dropping and picking up from school and going to work. 
  I have made it very clear, I am not paying to taking out the engine and transmission. The engine and transmission are bad. There is no need to know the extend of the  problem. 
  You threatened to hang up the phone on me several times. 

  I will get you the estimate and that is all I will do. 
  I have tried several times to upload the codes and the files are too large

  I have about second codes

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

  Business Response

  Date: 06/26/2024

  June 26, 2024
  
  RE:         2014 MERCEDES-BENZ E-CLASS E 550 4MATIC
                 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:
  
  Customer Statement on newest
  rejection: You admitted that you initial thought that the garage was a
  house address and I don't believe you because your company knows better.
  
  CARS’ answer from the May 31,
  2024, response submitted to the BBB: When CARS’ claims adjuster looked up
  the address provided by the customer’s repair facility, it appeared to be a
  residential address. CARS’ claims adjuster explained to the repair facility
  that once an inspector was sent, the inspector could verify that it was a
  business location.
  
  Customer Statement on newest
  rejection: I am not going to tear down the car. The engine needs to be
  replaced. I can make available an estimate for you to replace my engine. The
  diagnostics shows the car has a bad engine and transmission and that is why it
  needs to be tow to put on the lift.
  
  CARS’ answer from the May 20,
  2024, response submitted to the BBB: On March 26, 2024, the customer’s
  repair facility called CARS to open a mechanical claim; however, the repair
  facility was unable to provide the vehicle’s current mileage. CARS’ claims
  adjuster reviewed all information needed to open a mechanical claim and
  requested the repair facility call back when they had the information available.
  The conversation lasted only three (3) minutes and both CARS’ claims adjuster
  and the repair facility were courteous and professional.
  
  Later in the day on March 26,
  2024, the repair facility called and opened a mechanical claim on behalf of the
  customer’s vehicle for an engine and a transmission; however, they were unable
  to provide any diagnostic information to CARS. CARS’ claims adjuster asked the
  repair facility how they knew the vehicle’s transmission was bad if the engine
  wouldn’t start. The repair facility stated they knew the transmission was bad because
  of diagnostic trouble codes the vehicle was displaying; but they were unable to
  provide the codes to CARS and CARS’ claims adjuster explained that a
  transmission code does not mean that the transmission is bad. CARS’ claims
  adjuster explained to the repair facility that they would need to obtain the
  customer’s authorization to tear down the vehicle to the point that the cause
  of the failure and extent of the damage could be provided to CARS.
  
  On March 28, 2024, the repair
  facility called CARS to review what information CARS needed to proceed with the
  mechanical claim and CARS’ claims adjuster again explained to the repair
  facility that they would need to obtain the customer’s authorization to tear
  down the vehicle to the point that the cause of the failure and extent of the
  damage could be provided to CARS.
  
  Later in the day on March 28,
  2024, the customer called and spoke to a CARS claims adjuster to review CARS’
  request for teardown. CARS’ claims adjuster explained that CARS could not
  replace an engine and a transmission without any diagnostic information from
  the repair facility. CARS claims adjuster further explained that he had asked
  the repair facility how they determined the transmission was bad if the engine
  was not working and the repair facility had stated because of vehicle codes.
  CARS’ claims adjuster clarified to the customer that codes can show for
  multiple reasons and are not a complete diagnostic tool. CARS’ claims adjuster
  explained that per the Terms and Conditions of the customer’s attached Vehicle
  Service Contract (“VSC”), the vehicle would need torn down to the point that
  the cause of failure and extent of damage could be provided to CARS. CARS has
  highlighted this information at Provision 5. (c.): 5. SERVICE CONTRACT
  CLAIM PROCEDURES: FAILURE, BY YOU OR YOUR REPAIR FACILITY, TO FOLLOW THESE CLAIM
  PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY, FOLLOW THE
  CLAIM PROCEDURES LISTED BELOW: c. Your repair facility must perform a
  proper diagnosis to determine the cause of failure and extent of damage, which
  may include tear-down to the point of component failure upon Our request. YOU
  ARE RESPONSIBLE FOR THESE CHARGES for non-covered
  repairs/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). Your repair facility MUST provide Us with an estimate for the covered
  repair to obtain an Authorization number BEFORE any repairs have begun. ANY
  REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE DENIED.
  
  On April 02, 2024, CARS had not
  received an update from the repair facility; therefore, CARS’ claims adjuster
  called the repair facility; however, no one answered, and the voicemail box was
  full.
  
  To date, CARS has received no
  further contact from the customer or the customer’s repair facility. For the
  mechanical claim to progress, the customer needs to follow the Terms and
  Conditions of their VSC and provide their repair facility with authorization to
  tear down the vehicle to the point that the cause of failure and extent of
  damage can be provided to CARS.
  
  CARS’ answer from the May 31,
  2024 response submitted to the BBB: Per the Terms and Conditions of the
  customer’s VSC, the vehicle will need torn down to the point that the cause of
  failure and extent of damage can be provided to CARS: 5. SERVICE CONTRACT
  CLAIM PROCEDURES: FAILURE, BY YOU OR YOUR REPAIR FACILITY, TO FOLLOW THESE
  CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY,
  FOLLOW THE CLAIM PROCEDURES LISTED BELOW: c. Your repair facility must
  perform a proper diagnosis to determine the cause of failure and extent of
  damage, which may include tear-down to the point of component failure upon
  Our request. YOU ARE RESPONSIBLE FOR THESE CHARGES for non-covered
  repairs/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). Your repair facility MUST provide Us with an estimate for the covered
  repair to obtain an Authorization number BEFORE any repairs have begun. ANY
  REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE DENIED.
  
  Once the customer’s repair
  facility has the requested diagnostic information available, please have them
  contact CARS.
  
  Customer Statement on newest
  rejection: I remember there was a time I called cars protection plus to
  cancelled this warranty because of your arrogance and I was told that it was
  too late to cancel.
  
  CARS’ answer: On October
  20, 2023, the customer contacted CARS to request cancellation of the VSC and
  CARS’ customer service representative reviewed the cancellation provisions with
  the customer.  CARS has highlighted the cancellation
  information at Provision 7. (c.): 7. CANCELLATION PROVISIONS - ALL
  REQUESTED CANCELLATIONS/REFUNDS MUST BE IN WRITING AND WILL BE PROCESSED
  THROUGH YOUR LIENHOLDER, IF ANY, OR YOUR SELLING DEALER. IF FINANCED, YOU AGREE
  YOUR LIENHOLDER IS A JOINT PAYEE TO RECEIVE ANY APPLICABLE REFUND. ANY
  CANCELLED CONTRACT IS VOID AND WILL NOT BE REINSTATED. c. After 20 days
  from the Effective Date, there is no refund except in the case of a total loss,
  as determined by the insurance carrier, or repossession by the lienholder, and
  as long as no claim was made. If eligible, We will cancel this Service Contract
  for a monthly prorated refund, less an administration fee of $50.00.
  
  Customer Statement on newest
  rejection: My warranty was privilege plus.
  
  CARS’ answer: CARS does
  not sell a VSC called a Privliege Plus. The VSC on file for the customer is a
  Value Protect series Value Plus Level for a term of 36 Months.
  
  Customer Statement on newest
  rejection: At the time you called the batteries were drained and the car
  could not be turn. check you reviews. This how you treat all your customers.
  
  CARS’ answer: CARS strives
  for excellent customer service; however, CARS must adjudicate claims using the
  Terms and Conditions of each customer’s individual VSC and cannot allow customer
  to pick and choose which part of the Terms and Conditions are followed.
  
  Customer Statement on newest
  rejection: As the days are going by, I continue to pay a lot on taxi
  dropping and picking up from school and going to work.
  
  CARS’ answer: There is no benefit
  on the customer’s VSC that allows for payment of taxi and or Uber fees. There
  is a rental benefit with an authorized claim. This information is highlighted
  at Provision 2. (a., vii.): 2. SCHEDULE OF COVERAGE: a. POWER
  TRAIN: vii. RENTAL BENEFITS: You will be reimbursed $25.00 for
  each eight hours of Mitchell’s ProDemand labor guide time to repair or replace
  the covered component with a maximum benefit of $300.00 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.
  
  Customer Statement on newest
  rejection: I have made it very clear, I am not paying to taking out the
  engine and transmission. The engine and transmission are bad. There is no need
  to know the extend of the problem. You threatened to hang up the phone on me
  several times. I will get you the estimate and that is all I will do. I have
  tried several times to upload the codes and the files are too large I have
  about second codes.
  
  CARS’ answer from the May 31,
  2024 response submitted to the BBB: Per the Terms and Conditions of the
  customer’s VSC, the vehicle will need torn down to the point that the cause of
  failure and extent of damage can be provided to CARS: 5. SERVICE CONTRACT
  CLAIM PROCEDURES: FAILURE, BY YOU OR YOUR REPAIR FACILITY, TO FOLLOW THESE
  CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY,
  FOLLOW THE CLAIM PROCEDURES LISTED BELOW: c. Your repair facility must
  perform a proper diagnosis to determine the cause of failure and extent of
  damage, which may include tear-down to the point of component failure upon
  Our request. YOU ARE RESPONSIBLE FOR THESE CHARGES for non-covered
  repairs/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). Your repair facility MUST provide Us with an estimate for the covered
  repair to obtain an Authorization number BEFORE any repairs have begun. ANY
  REPAIRS PERFORMED PRIOR TO AUTHORIZATION WILL BE DENIED.
  
  Once the customer’s repair
  facility has the requested diagnostic information available, please have them
  contact CARS.
  
  CARS’ answer: If the customer
  refuses to allow his chosen repair facility to perform the necessary teardown to
  allow the repair facility to demonstrate both the root cause of the Vehicle’s
  failure and the extent of damage to the Vehicle to CARS, CARS cannot assist.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment
  

• Initial Complaint

  Date:05/13/2024

  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.

  paid for protection on 4/10/2024, cancelled protection on 4/18/2024 took a loss of 367.00 and i can not get anyone to provide me any information on the refund status and why it was sent to my bank account . i originally paid 1667 and change less a 45.00 credit card fee and cars protection plus refunded me 1300.00. no one will answer the phones once put on hold after explaining the reason for your call ( dial 6 for cancellation and refund) very poor customer service if you ask me. and definitely untrustworthy. today is 5/13/2024 and I have been trying to get answers from cars protection plus for 3 hours plus and no one they transfer me to is trained or authorized to give me an answer.

  Business Response

  Date: 05/17/2024

  May 17, 2024
  
  RE:         2016 AUDI Q5 2.0T QUATTRO PREMIUM PLUS
                 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 apologizes that the customer
  feels they received poor customer service when cancelling their attached Vehicle
  Service Contract (“VSC”). CARS’ Customer Service Representatives spoke to the
  customer on multiple occasions regarding the refund due for the cancellation,
  including explaining that there could be two (2) portions to the refund, one
  from the dealer and one from CARS.
  
  The purchase price of the VSC was
  $1,661.00 and CARS has highlighted this information.
  
  On May 02, 2024, CARS mailed a check
  in the amount of $1,311.00 representing CARS’ portion of the refund due. CARS’
  check was cashed on May 10, 2024.  
  
  On May 14, 2024, the selling
  dealership made an electronic payment to the customer in the amount of $350.00
  representing the dealership’s portion of the refund due.
  
  In short, this customer has
  received a full refund of $1,661.00.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:05/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   Hello on row 13 mega auto outlet charged me for an extended warranty in the amount of 2000 dollars. When I talked to C.A.R.S. Protection plus which is the extended warranty to cover my vehicle the warranty and mileage I was quoted wasn't the same amount I paid for. Cars protection plus told me they were only giving 6 months of coverage for the 2000 dollars I paid and they told me they upcharged me for warranty and I had to cancel in 30 days to get a refund. When I canceled it wasn't the amount of 2000 that I paid for so I called mega auto outlet and asked for a total refund of warranty they didn't honor my request. I called several times and they wouldn't answer my phone calls or return with a solution. Also when they did inspection it was a bogus inspection it was to a Honda pilot not honda odyssey. I called va state inspector Trigal and he informed of this. His number is *********** When I got reinspected in maryland I had to pay for repairs that didn't do to pass.

  Document of taxes paid at mva  not at mega auto outlet on amoun5 of 10,300 dollars 

  Customer Answer

  Date: 05/11/2024

  Better Business Bureau:
  
  
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution.]
  
  
  
  Regards,
  
  
  
  ****** *******
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 05/13/2024

  this company is not responding to my request to a refund

  Business Response

  Date: 05/29/2024

  May 29, 2024
  
  RE:         2012 HONDA ODYSSEY EX-L
                 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 apologizes for the delay;
  however, per the Terms and Conditions of the customer’s Vehicle Service
  Contract (“VSC”) refunds for cancellations are processed through the selling
  car dealership.
  
  The customer’s VSC has been
  cancelled and the customer was eligible for a full refund.
  
  Despite CARS’ best efforts to obtain
  information on the customer’s refund from the selling car dealership, CARS was
  unsuccessful; therefore, CARS has issued payment to the customer’s lender on behalf
  of the selling car dealership. The check was mailed today via USPS. Please have
  the customer allow two (2) weeks for their lender to receive and process CARS’ payment.
  
  If the customer, or the customer’s
  lender receives payment from the selling car dealership, please be sure they do
  not process the payment.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  

• Initial Complaint

  Date:05/08/2024

  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 took my car in to a reputable dealer for service. The car repair service has been trying to contact cars plus regarding my warranty and Cars Plus has not contacted them. It has been over 10 days.

  Business Response

  Date: 05/15/2024

  May 15, 2024
  
  RE:         2016 FORD EDGE SE
                 CONTRACT NO.: ACE421113
                 OUR FILE NO.: C-8813
                 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 apologizes that the
  customer’s repair facility had difficulty reaching CARS via telephone to open a
  mechanical claim. CARS tries to answer all incoming telephone calls; however,
  on some days this is not possible due to a high call volume. If a repair
  facility leaves a voicemail, CARS will return the call. Repair facilities can
  also open mechanical claims by visiting www.carsprotectionplus.com and clicking
  on the CLAIMS tab.
  
  CARS received a voicemail from
  the customer’s repair facility and on May 02, 2024, a CARS claims adjuster
  returned the call; however, CARS’ claims adjuster was told that the repair
  facility employee CARS needed to speak to was on vacation. CARS’ claims adjuster
  provided CARS’ contact information and requested a return call.
  
  The next contact CARS received
  from the repair facility was on May 06, 2024, via an online claim submission.
  CARS’ claims adjuster contacted the repair facility that day and a mechanical
  claim was opened.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la

• Initial Complaint

  Date:04/28/2024

  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 a 2018 Ford Explorer and the sales person convinced me to get an extended warranty. I ended up paying $2,100. Later, on April 1st, I decided to cancel the warranty and called them. They told me that I was within the time frame to get a full refund since I got the warranty on March 18th. I went ahead and requested the cancelation for a full refund. I was expecting to get the full $2,100 since I submitted the cancelation on time, but they only sent $529 to my bank. They did not give me a full refund as they promised me and as the contract says. I need a full refund made to my account.

  Business Response

  Date: 05/01/2024

  May 01, 2024
  
  RE:         2018 FORD EXPLORER XLT
                 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:
  
  This customer is correct. The
  refund amount for the cancellation of their Vehicle Service Contract (“VSC”)
  was $2,100.00.
  
  Upon receipt of the customer’s BBB
  Complaint and CARS’ subsequent investigation, it was discovered that the
  customer’s lender had been sent an over-payment by CARS in the amount of
  $529.00. CARS has sent the attached request for a refund to the customer’s
  lender.
  
  The customer’s entire refund
  amount due of $2,100.00 was remitted to the customer’s lender via USPS on April
  30, 2024, by the car dealership that the vehicle was purchased from. {SEE
  ATTACHED}
  
  Please have the customer allow
  two (2) weeks for their lender to receive the payment.
  
  CARS apologizes for any confusion the accounting error caused the customer and hopes
  this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachments

• Initial Complaint

  Date:04/19/2024

  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 have been a customer of this company since I bought my truck. I have had issues with this truck and have brought it to Route 130 Dodge dealership in Robbinsville, NJ on multiple occasions to be repaired. Their shop did not repair what was wrong, instead they would repaid the little things they found first and not look for the MAIN issue. Now this protection company is refusing to cover these issues and a different shop wants over $14,000 for these repairs. I am attaching the invoice of the issues that are wrong with the Truck that has to be fixed.

  Business Response

  Date: 04/25/2024

  April 25, 2024
  
  RE:         2014 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:
  
  Contract No.: **********
  
  The customer’s first Vehicle
  Service Contract (“VSC”) with CARS, Contract No. ********** was purchased on
  behalf of their 2014 Ram Pickup 1500 Sport (“Vehicle”) with an effective date
  of March 13, 2021, for a term of 36 months and expired by date on March 13,
  2024. During the effective period of Contract No* ********* there were three
  (3) mechanical claims opened on behalf of the customer’s Vehicle, all by the repair
  facility referenced in the customer’s BBB Complaint. All three (3) mechanical
  claims were adjudicated correctly in accordance with the Terms and Conditions
  of Contract No. ********** 
  
  CARS does not diagnose or repair vehicles;
  diagnostics and corresponding repairs are performed by the customer’s chosen
  repair facility. If the customer is unhappy with the repairs made by their
  chosen repair facility they will need to address this issue directly with the
  repair facility.
  
  A copy of this VSC is attached.
  
  Contract No.: **********
  
  The customer’s second VSC with
  CARS, Contract No. *********, was purchased on behalf of their Vehicle with a purchase
  date of March 13, 2024, and an effective date of April 12, 2024, for a term of
  48 months.
  
  On April 02, 2024, a repair
  facility opened a mechanical claim on behalf of the customer’s Vehicle stating
  the Vehicle was brought to the repair facility on March 21, 2024. This repair
  facility requested both front axles, a valve block for the Vehicle’s air
  suspension system, and an air suspension compressor. This mechanical claim was
  denied because Contract No. ********* was not yet effective and issues that
  occur prior to the VSC effective date are not covered. CARS has attached a copy
  of this VSC and highlighted this information at ACCEPTANCE TO TERMS: I
  understand there is a Waiting Period and no claim will be honored or paid for
  any failures that occur from the Purchase Date of this contract for a period of
  thirty (30) calendar days and one thousand (1,000) miles.
  
  Based on the above information, CARS
  stands by CARS’ original decision and cannot assist with the repairs requested
  by the customer’s chosen repair facility on the April 02, 2024, mechanical
  claim.
  
  If the customer’s Vehicle has any
  other issues during the effective period of Contract No. *********, the
  customer can have their chosen repair facility follow the claim procedures at
  Provision 5. in the Terms and Conditions.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  Attachments

• Initial Complaint

  Date:04/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a 2 year extended powertrain warranty.
  Anything powertrain related is covered. So my vehicle drops an injector open, and oil cooler has failed. Company will not cover either one. Reason being, they only cover the engine itself, if it fails.
  Nothing that bolts to it. Not only will they not cover anything that "bolts" to the engine, they will not cover the engine if anything that "bolts" to it causes it to fail (water pump, radiator, injectors, oil pump, timing chain). You know, the only things that will cause catastrophic failure. So the warranty essentially covers NOTHING!

  Business Response

  Date: 04/19/2024

  April 19, 2024
  
  RE:         2017 CHRYSLER PACIFICA 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 was unable to locate a
  Vehicle Service Contract (“VSC”) belonging to the individual who made the BBB
  complaint; however, CARS was able to locate a VSC for which they are authorized
  to review VSC and mechanical claim information.
  
  This customer’s VSC is an
  inclusionary contract. Meaning there is a list of covered components and if a
  component is not listed, then it is not covered. It is correct that neither the
  oil cooler nor fuel injectors are listed for coverage on the customer’s VSC.
  CARS has highlighted the customer’s complete list of covered components at
  Provision 2. (a.).
  
  It is also correct that damage
  caused to a covered component by a non-covered component is not covered on the customer’s
  VSC. CARS has highlighted this information at Provision 3. (f.): 3. COMPONENTS
  AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): f.
  Damage/failure to a covered component caused by a NON-covered component.
  
  CARS apologizes that the customer is unhappy with the denial of their
  mechanical claim. CARS sells a variety of VSCs offering various levels and
  types of coverage, and adjudicates mechanical claims made on behalf of covered vehicles
  using the Terms and Conditions of the VSC purchased by that customer for their
  vehicle.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:04/04/2024

  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.

  Cars Protection Plus drags their feet and will not give anwaers in a matter that helps our business help our customers. We had an open claim with them, and by them not answering questions and being unclear about steps to take even though did everything we were auposed to, our claim was denied. We have dealt with this company for years, and have had very few claims. The time that we need that to cover a claim, they deny it and hang up the phone on us. This company scams you out of your money and doesn't return the product they say they will.4169.96

  Business Response

  Date: 04/15/2024

  April 15, 2024
  
  RE:         OUR FILE NO.: C-8772
                 BBB COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The CARS Protection Plus Inc. (“CARS”)
  Customer Care Department is in receipt of the BBB complaint submitted on behalf
  of a CARS’ dealer/repair facility.
  
  Although the dealer/repair
  facility did not specify which customer’s vehicle and claim he was referencing
  in his complaint, CARS was able to locate a recent claim submitted on behalf of
  a customer, wherein the dealer/repair facility contacted CARS and responds as
  follows:
  
  On March 20, 2024, a claim was
  opened by the dealer/repair facility on behalf of the customer’s 2017 Nissan
  Rogue S.  The dealer/repair facility
  advised the vehicle was towed to the repair facility and needed a
  transmission.  During that call, CARS
  advised the dealer/repair facility that CARS would need to speak to the
  customer to obtain a history of the vehicle.
  
  Later that same day, after
  speaking with the customer, CARS attempted to call the dealer/repair facility;
  however, there was no answer.  CARS left
  a voicemail requesting the dealer/repair facility return the call to go over
  CARS’ claim procedures.
  
  On March 21, 2024, the dealer/repair
  facility returned the call to CARS. 
  During that call, CARS advised the dealer/repair facility of CARS’ claim
  procedures in detail, including advising repairs performed without
  authorization would be denied.  During
  that call, CARS also requested the repair facility/dealer submit to CARS
  pictures of the transmission fluid and CARS provided an email address to submit
  the pictures to.
  
  On March 26, 2024, CARS received
  the estimate for repairs, but did not receive the requested pictures.
  
  On March 28, 2024, and again on
  March 29, 2024, CARS attempted to call the dealer/repair facility; however,
  there was no answer.  CARS left a
  voicemail regarding the requested pictures.
  
  On April 1, 2024, the dealer/repair
  facility called CARS stating he was upset that CARS did not authorize the
  claim.  The dealer/repair facility
  advised he paid for the repairs for the customer.  The work was done, and he was waiting on
  payment.  CARS advised we were waiting on
  the pictures of the oil.  The dealer/repair
  facility began to get very angry and started using profanity stating he sent
  them.  CARS attempted to again advise that
  the repair estimate was uploaded to the claim, but CARS was waiting on the
  pictures to proceed.  The dealer/repair
  facility demanded to speak with a supervisor and then disconnected the call.
  
  On that same date, CARS’ Dealer
  Relations Department received a call from the dealer/repair facility advising
  he was upset over the length of time for the claim.  The dealer/repair facility advised he sent
  the pictures to claims.  CARS advised the
  requested pictures were not uploaded to the claim.  The dealer/repair facility then stated he
  just advised over the phone.  The
  dealer/repair facility advised the work was done.  CARS advised the dealer/repair facility that if
  the work was done without prior authorization there would be a high probability
  the claim would be denied; however, once CARS received the pictures it would be
  determined by the Claims Department whether or not CARS would deny the claim.
  In addition, since the repair were already completed, CARS would be unable to
  perform an independent inspection to verify the failures.  The dealer/repair facility stated he still
  had the transmission.  The dealer/repair
  facility then hung up and ended the call.
  
  On April 1, 2024, CARS received
  the requested photographs, and they were uploaded to the claim.  After management review, the claim was denied
  for repairs performed without prior authorization.
  
  On April 2, 2024, CARS left two
  (2) voicemails to advise the dealer/repair facility of the claim denial.
  
  On April 4, 2024, the
  dealer/repair facility contacted CARS inquiring about the denial of the
  claim.  CARS advised there would be no
  assistance since the repairs were performed without prior authorization
  pursuant to the provisions of the customer’s Service Contract.  The dealer/repair facility advised he would
  take legal action in Maine and the call was ended.
  
  The customer’s Service Contract
  states
  
  3. COMPONENTS
  AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels):
  c. Any
  repair done without prior authorization from Us.
  
  5. SERVICE
  CONTRACT CLAIM PROCEDURES: FAILURE BY YOU OR YOUR REPAIR FACILITY TO FOLLOW
  THESE CLAIM PROCEDURES MAY DELAY AND/OR RESULT IN CLAIM DENIAL. TO AVOID DELAY,
  FOLLOW THE CLAIM PROCEDURES LISTED BELOW:
  a. Your Vehicle must be at a
  qualified repair facility, of Your choosing, in the United States, CAPABLE TO:
  (1) perform tear-down to the point of component failure, (2) determine the
  cause of failure and extent of damage, and (3) rebuild the component, if
  necessary or requested. The Vehicle MUST REMAIN at the same repair facility
  until repairs are complete. If Your Vehicle is removed the claim will be
  closed. If Your repair facility is unwilling or unable to work with Us, then We
  reserve the right to require You to choose another repair facility.
  b. Your repair facility must call
  888-335-6838 to open a claim BEFORE any repairs have begun. However, if Our
  office is closed, You must call Us as soon as possible and leave a voice
  message with Your name, VIN or Service Contract Number, and a description of
  the claim and/or mechanical breakdown. In the event an emergency breakdown
  occurs outside of Our working hours, You may follow the Claim Procedures in the
  Service Contract without prior authorization. However, You must notify Us of
  the repairs as soon as We reopen. Reimbursement will be made in accordance with
  the provisions in the Service Contract and nothing herein authorizes repairs
  not otherwise covered. Emergency repairs are those required because Your
  Vehicle was
  inoperable or unsafe to drive. Parts
  must be available for inspection by Us. 24-Hour Roadside Assistance is
  available. To utilize this service, you MUST call roadside assistance at
  800-418-9836.
  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/teardown/diagnostics in
  excess of one hour for covered repairs.
  d. We have the right to issue an
  independent third-party inspection on Your Vehicle at no charge to You.
  However, if Your repair facility is unable/unwilling to show the cause of
  failure and the extent of damage during an initial inspection, You will be responsible
  for all re-inspection costs.
  e. Your repair facility MUST provide
  Us with an estimate for the covered repair in order to obtain an Authorization
  number BEFORE any repairs have begun. ANY REPAIRS PERFORMED PRIOR TO
  AUTHORIZATION WILL BE DENIED.
  f. We have the option to select used,
  rebuilt or aftermarket components when authorizing repairs. For authorized
  claims totaling in excess of Your deductible (if any), You may have the choice
  to select either a third-party component or take a claim
  allowance to specifically be used
  towards Your repair. If Your chosen repair facility provides parts for an
  authorized repair, a minimum 90 day Parts and Labor Warranty is required for
  all Power Train components. If We supply a third-party component on Your
  Vehicle, the warranty on that part expires at the end of Your Service Contract
  Term, regardless of any delays or downtime.
  g. For all authorized claims, if a
  part is not available for any reason, including the part no longer being
  manufactured, then We will provide a maximum benefit payout directly to You
  calculated as the OEM manufactured part price not to exceed Your Vehicle’s cash
  value at time of claim. Upon issuing payment, You agree the claim to be
  adjudicated and closed.
  h. FOR ALL CLAIMS, AFTER 30 DAYS
  WITHOUT A CLAIM STATUS UPDATE FROM YOUR REPAIR FACILITY TO US, 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 VEHICLE’S CONDITION OR LOCATION.
  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 180 days from the date issued. After 180 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.
  
  CARS stands behind its original
  decision and is unable to assist with any repairs for the customer’s vehicle,
  since the dealer/repair facility failed to follow CARS’ Claim Procedures and
  provide the requested documents in order that CARS could properly adjudicate
  the claim to determine if the failures would be covered pursuant to the
  customer’s Service Contract. Specifically, because the repairs were performed
  without prior authorization, CARS would have been unable to issue an
  independent inspection of the vehicle to verify the failures as outlined in
  CARS’ Claims Procedures above.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  cll
  
  Attachment

• Initial Complaint

  Date:03/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a GMC Sierra 2017 with an extended bumper to bumper all major mechanicals coverage unlimited miles and immediately encountered a transmission issue. A remanufactured model was installed and symptoms persisted.
  
  The vehicle was brought to Key Chevrolet and encountered months of delays until a used tran was available. During this time, my vehicle was off the road and unavailable to me during a time when I was receiving cancer treatment.
  
  The vehicle was returned to me in December of 23, and within 3 weeks, the tran encountered slipping issues. I returned it to Key Chevrolet on 1/3/24 and have repeatedly requested to escalate the matter and speak to upper management.
  
  George, a senior adjuster was the first to share affronting personal information. The first callback was not received. I spoke with two other adjusters who updated and confirmed my contact info. Neither of those calls were received either.
  
  The warranty company has an obligation to provide a part better than the one that failed, the one that failed had 125k miles on it and the newer part 150k. I have been without my truck for nearly 6 months. This is asinine. This company has very little follow through or accountability.

  Business Response

  Date: 03/14/2024

  March 14, 2024
  
  RE:         2017 GMC SIERRA 1500 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 October 12, 2023, a repair
  facility opened a mechanical claim on behalf of the customer’s vehicle stating
  the vehicle had a shudder between gears, and possibly a slight fluid leak from
  the transmission pan seal. CARS’ claims adjuster reviewed the customer’s
  Vehicle Service Contract (“VSC”) coverages and requested the repair facility contact
  CARS once more diagnostic information was available.
  
  On October 19, 2023, CARS
  received the requested diagnostic information from the repair facility and ordered
  an independent inspection of the vehicle.
  
  On October 24, 2023, after CARS’
  claims adjuster received and reviewed the third-party inspector’s findings,
  CARS’ claims adjuster called the repair facility and left a voice mail requesting
  an estimate for the cost of the repairs be submitted to CARS.
  
  On November 01, 2023, the repair
  facility called CARS for an update on the mechanical claim. CARS’ claims adjuster
  reviewed the third-party inspector’s findings with the repair facility and again
  requested an estimate for the repairs be submitted to CARS. CARS received and
  reviewed the estimate later that day and then contacted the repair facility
  with the customer’s options on how to proceed with the repairs. The customer was
  given 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
  part.
  
  On November 03, 2023, CARS’
  claims adjuster called the repair facility to obtain the customer’s decision
  and had to leave a voicemail.
  
  On November 13, 2023, the repair facility
  called CARS and stated that the customer had chosen to have CARS ship CARS’
  supplied transmission and assist with the labor. CARS’ claims adjuster ordered
  the part that same day and was given an ETA of November 21, 2023, for the transmission
  to arrive at the repair facility.
  
  On December 12, 2023, CARS received
  the final invoice from the repair facility and payment was made via credit card
  in the authorized amount.
  
  CARS was not notified of issues with
  CARS’ supplied transmission until January 12, 2023, when the customer contacted
  CARS stating the vehicle was slipping. CARS’ claims adjuster explained that the
  vehicle would need to be returned to the repair facility and the repair facility
  would need to contact CARS.
  
  On January 19, 2023, the repair
  facility contacted CARS and stated that CARS’ supplied transmission was
  slipping and had a shudder. CARS’ claims adjuster explained that CARS would
  contact the supplier and have the supplier reach out to the repair facility.
  
  On January 25, 2024, CARS received
  notification from CARS’ parts supplier that a replacement unit was being
  shipped to the repair facility the next day.
  
  On February 12, 2024, the
  customer contacted CARS upset about the mileage on the replacement transmission
  sent to the repair facility by CARS’ parts supplier.
  
  The replacement transmission that
  CARS’ parts supplier shipped has approximately 155,000 miles on it and when the
  repair facility opened the mechanical claim on October 12, 2023, the customer’s
  vehicle had approximately 196,000 miles on it. Simply put, the replacement
  transmission has approximately 41,000 less miles than the customer’s vehicle
  and is an acceptable replacement according to the Terms and Conditions of the
  customer’s attached VSC. Please see highlighted Provision 5. (e.): 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: e. We have the option to
  select used, rebuilt or aftermarket components when authorizing repairs.
  
  CARS’ claims supervisor has
  reviewed the mechanical claim, contacted the repair facility, and provided the
  customer with two (2) options. The customer can either use the replacement transmission
  that CARS’ parts supplier shipped OR return the transmission at the customer’s
  cost of $200.00, use the claim allowance and have the repair facility provide
  the transmission. The mechanical claim is currently pending, waiting for the customer’s
  decision.
  
  CARS apologizes that the customer
  did not receive a return phone call from CARS’ claims supervisor and CARS has notated
  the customer’s mechanical claim to have all repair facility and customer calls forwarded
  to CARS’ claims supervisor.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 03/14/2024

  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.
  
  
  
  What the aforementioned response fails to establish is that the transmission put into the vehicle in the Autumn 2023 claim, had 125k miles on it, and the next shipped in 2024 has 155+k miles on it, not in agreement with the terms of the warranty.

  The vehicle mileage mentioned is irrelevant since the truck was sold in 2021 with a replacement transmission in it, and had that replacement transmission replaced in 2022, which also failed. The warranty states, parts better then, and 155k miles is not better than the 125k miles that failed the third time driven. The dealership where the truck has spent the better part of 4 months, has serious reservations about the transmission and advised not to install. Had ANYONE from the warranty company contacted me back on ANY one of the weekly occasions for which I tried to resolve this matter satisfactorily since January, I'd have a vehicle right now. 

  This has cost me copious amounts of time, money and duress during a time when I've required my vehicle to transport me to Dana Farber Cancer Institute in Boston for ongoing treatment for Stage 3B Rectal cancer.

  To resolve this matter, Im seeking a transmission with better than 125k miles, with no out of pocket costs as the most recent transmission failed within the 90 day warranty. 

  Best regards,
  
  
  
  ******* ******

  Business Response

  Date: 03/20/2024

  March 20, 2024
  
  RE:         2017 GMC SIERRA 1500 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 response
  rejection and responds as follows:
  
  “The warranty states, parts
  better then, and 155k miles is not better than the 125k miles…”
  
  The information regarding
  replacement components covered by the customer’s attached Vehicle Service Contract (“VSC”) is
  highlighted at Provision 5. (e.): 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: e. We have the option to select used, rebuilt or
  aftermarket components when authorizing repairs.
  
  “To resolve this matter, Im
  seeking a transmission with better than 125k miles, with no out of pocket costs
  as the most recent transmission failed within the 90 day warranty.”
  
  The customer can
  either use the replacement transmission that CARS’ parts supplier shipped OR
  return the transmission at the customer’s cost of $200.00, use the claim
  allowance and have the repair facility provide the transmission.
  
  These are the
  only two (2) options available and the mechanical claim is currently pending,
  waiting for the customer’s decision. The most cost-effective option is to use
  the replacement transmission that CARS’ parts supplier shipped; however, the
  customer does have the option to return that transmission at the customer’s
  cost of $200.00 and pay the difference for a lower mileage transmission
  provided by the repair facility.
  
  “Had ANYONE from the warranty
  company contacted me back on ANY one of the weekly occasions for which I tried
  to resolve this matter satisfactorily since January, I’d have a vehicle right
  now.”
  
  Both CARS’
  Claims Adjuster’s and CARS’ Customer Service representatives have spoken to the
  customer multiple times. CARS has reviewed the customer’s options on how to
  proceed with the repairs and the mechanical claim is pending, waiting for the
  customer’s decision.
  
  “This has cost me copious amounts
  of time, money and duress…”
  
  CARS understands
  that vehicle issues can be stressful and burdensome. The customer’s VSC does provide
  rental benefits highlighted at Provision 2. (a., vii.): 2. SCHEDULE OF
  COVERAGE: a. POWER TRAIN: vii. RENTAL BENEFITS: You
  will be reimbursed $25.00 for each eight hours of Mitchell’s ProDemand labor
  guide time to repair or replace the covered component with a maximum benefit of
  $300.00 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.
  
  Please have the
  customer submit any rental receipts to CARS for review.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:02/21/2024

  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.

  Purchased a used Subarau Crosstrek from In Touch Auto in Spotsylvania VA in April 2023 and purchased the Ultimate Value warranty for 12 months/unlimited miles. I took my car into the shop last week for inspection, it failed. A claim was started with the warranty company, then closed the claim because the repairs would be done with Cars Protection parts only, not shop parts and would only be covered until the end of the contract (April 9, 2024). We aren't even moving forward with the claim and I am not understanding why. We aren't using the service at all, why no refund? The coverage wasn't even going to cover any more than $1000 dollars which is also unfair because the warranty states what will be covered, which is what I was expecting. The car is now not going to be fixed, warranty is not going to be used but a refund will not be given because a claim was started/closed even though we are not using it.

  Business Response

  Date: 02/27/2024

  February 27, 2024
  
  RE:         2014 SUBARU XV CROSSTREK 2.0I 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:
  
  On February 19, 2024, a repair facility opened a
  mechanical claim on behalf of the customer’s vehicle. CARS’ claims adjuster
  reviewed the coverages on the customer’s attached Vehicle Service Contract
  (“VSC”), explained what components CARS could and could not assist with, and
  then quoted both CARS’ parts and labor assistance amounts. CARS’ claims
  adjuster then explained that the customer had two (2) options on how to receive
  the needed parts for the repair; CARS could ship CARS’ supplied parts OR the
  customer could take the dollar amount CARS would have paid for CARS’ parts and
  use it toward the cost of the repair facility’s supplied parts. The labor
  assistance would remain the same for either option. The warranty on CARS’
  supplied parts is 90-days or upon VSC expiration; therefore, the customer is
  correct that the warranty on CARS’ supplied parts would have expired on April
  09, 2024, the same date the VSC will expire. Please see highlighted Provision
  5. (f.): 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: f.
  We have the option to select used, rebuilt or aftermarket components when
  authorizing repairs. For authorized claims totaling in excess of Your
  deductible (if any), You may have the choice to select either a third-party
  component or take a claim allowance to specifically be used towards Your
  repair. If Your chosen repair facility provides parts for an authorized repair,
  a minimum 90 day Parts and Labor Warranty is required for all Power Train
  components. If We supply a third-party component on Your Vehicle, the warranty
  on that part expires at the end of Your Service Contract Term, regardless of any
  delays or downtime.
  
  On February 21, 2024, the repair
  facility contacted CARS and stated that the customer had CHOSEN not to move forward with any repairs; therefore, the mechanical claim was
  closed.
  
  If the customer wants to open a
  new mechanical claim, the customer needs to take the vehicle to the repair
  facility of their choice and have that repair facility follow the claim
  procedures at Provision 5. while the VSC is active and prior to any repairs
  being made to the vehicle.
  
  Regarding the customer’s question
  about cancelling the VSC. CARS has highlighted Provision 7. (c.): 7. CANCELLATION
  PROVISIONS: - ALL REQUESTED CANCELLATIONS/REFUNDS MUST BE IN WRITING AND
  WILL BE PROCESSED THROUGH YOUR LIENHOLDER, IF ANY, OR YOUR SELLING DEALER. IF
  FINANCED, YOU AGREE YOUR LIENHOLDER IS A JOINT PAYEE TO RECEIVE ANY APPLICABLE
  REFUND. ANY CANCELLED CONTRACT IS VOID AND WILL NOT BE REINSTATED. c. After
  30 days from the Effective Date, there is no refund except in the case of a
  total loss (as determined by the insurance carrier), repossession by the
  lienholder, or You no longer own the Vehicle and can provide supporting
  documentation, and as long as no claim was made. If eligible, We will cancel
  this Service Contract for a monthly prorated refund, less an administration fee
  of $50.00.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment