Complaints

This profile includes complaints for C.A.R.S Protection Plus Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  C.A.R.S Protection Plus Inc

  4350 Northern Pike Ste 143 Monroeville, PA 15146-2840

  
• 

  C.A.R.S Protection Plus Inc

  19230 W 8 Mile Rd Southfield, MI 48075-5722

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/20/2024

  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.

  Warranty company has neglected to cover parts and labor included in the warranty package. Warranty company indicated coverage and what proof was needed but after it was provided, they have yet to authorize claim. They do not return calls, they are rude to the auto shop and their customers. Terrible customer service and consistently give conflicting information each time I have called.
  Ending up paying out of pocket over $3000 for timing chain and labor even though it is supposed to be covered. This is after being without my vehicle for over 3 weeks. Horrible, horrible company.

  Business Response

  Date: 02/27/2024

  February 27, 2024
  
  RE:         2013 FORD F-150 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:
  
  To date, there have been two (2)
  mechanical claims opened on behalf of the customer’s vehicle for engine issues.
  
  On January 22, 2024, a repair
  facility opened a mechanical claim on behalf of the customer’s vehicle stating
  the turbos showed signs of oil leaks indicating they were failed internally, and
  the oil looked bad inside once the valve cover was removed. This repair
  facility stated they would not repair the vehicle and would only replace the
  long block and both turbos. 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 failure and extent of damage
  could be demonstrated to CARS. CARS has highlighted this information in the
  customer’s attached Vehicle Service Contract (“VSC”) 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.
  
  CARS was never provided any
  diagnostic information for this mechanical claim and on January 31, 2024, the
  mechanical claim was closed when the customer informed CARS’ claims adjuster
  that the vehicle was being taken to a different repair facility.
  
  On February 07, 2024, a different
  repair facility opened a mechanical claim on behalf of the customer’s vehicle
  stating there was noise from the timing cover area of the engine and there was
  oil leaking from the turbo. 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 failure and extent of damage
  could be demonstrated to CARS and provided the repair facility CARS’ claims
  email address to send the pictures and/or videos of the teardown to. The repair
  facility informed CARS’ claims adjuster that they would not be able to perform
  the teardown for approximately a week due to the repair facility’s current
  workload.
  
  On February 13, 2024, the repair
  facility called CARS and stated they had pulled the valve cover and saw slack
  in the timing chain, and the VVT solenoids had metal in them. CARS’ claims
  adjuster explained that further TD would be needed to demonstrate the COF and
  EOD.
  
  On February 14, 2024, CARS
  received pictures and a video of the failures from the repair facility.
  
  On February 15, 2024, CARS’
  claims adjuster spoke to the repair facility and reviewed the video and
  pictures. The repair facility requested to replace the vehicle’s engine due to
  age. CARS’ claims adjuster explained that the pictures CARS received demonstrated
  a lot of build-up, and an independent inspection of the vehicle would be needed
  as well as oil change records from the customer.
  
  The independent inspection of the vehicle took place on
  February 21, 2024, and the third-party inspector’s findings are summarized
  here: FINDINGS: Inspected vehicle with technician. Technician had the
  valve covers and timing cover removed from the engine. There is a lot of sludge
  inside the engine. The sludge is so thick in some areas that bolt heads cannot
  be seen. Inspected the timing chain and its components but did not see a
  failure. The timing chain tensioner is extended to 7 teeth indicating the timing
  chain is stretched. The technician removed two of the camshaft actuator
  solenoids. The screens are nearly plugged with sludge. The sludge is most
  likely the cause of the timing chain noise as the oil flow is highly restricted
  causing lack of lubrication. The left turbo has oil residue all over it. It
  looks like it has been leaking for a very long time. There are signs of a long-term
  leak from the lower timing chain gasket on both sides of the engine as well.
  Sludge could also cause the turbo to fail. There are no codes documented on the
  RO. Due to tear down, unable to run a code scan or obtain odometer reading. CAUSE
  OF FAILURE: Verified a failure of the timing chain due to prolonged
  serviced intervals resulting in sludge build up throughout the engine. Verified
  a sealing failure of the left turbo.
  
  On February 22, 2024, the repair facility called CARS for
  an update. CARS’ claims adjuster explained that the inspection report had just
  been received and had not yet been reviewed and requested the repair facility
  send over an estimate for the repairs.
  
  This mechanical claim is
  currently pending, waiting for the estimate from the repair facility. Upon
  receipt of the estimate, CARS will contact the repair facility to review what
  assistance, if any, CARS can offer.
  
  Please advise the customer that
  no repairs made without prior authorization from CARS will be covered. This
  information is highlighted at 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.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:02/18/2024

  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.

  I cancelled my cars extended warranty almost 3 months ago and still haven’t received a refund.

  Business Response

  Date: 02/23/2024

  February 23, 2024
  
  RE:         2013 SCION TC 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:
  
  CARS apologizes for the delay in
  the customer receiving the refund for the cancellation of their Vehicle Service
  Contract (“VSC”).
  
  Per the Terms and Conditions of
  the customer’s VSC, refunds for cancellations are processed through the selling
  car dealership. Upon CARS receiving notification from the BBB about the missing
  refund, CARS contacted the selling car dealership on the customer’s behalf.
  
  The selling dealership was apologetic
  about the bookkeeping error and has issued the customer payment via check sent
  USPS.
  
  If the customer does not receive
  the refund within three (3) weeks, please have the customer contact CARS.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 02/26/2024

  [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. 
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:02/15/2024

  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.

  This place should NOT be in business.... they only pay a cap amount towards any labor (which isn't even half the hourly labor cost through a dealer repair shop) and they require any parts used to be purchased from a vendor that sells USED PARTS!!!!!! this is pathetic! Especially when their brochure states that all parts and labor covered when servicing what the warranty covers!!!! That is a boldface lie and somehow they are still in business

  Business Response

  Date: 02/21/2024

  February 21, 2024
  
  RE: 2010 VOLKSWAGEN EOS KOMFORT
  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:
  
  Coverage is based upon the Terms
  and Conditions of the individual Vehicle Service Contract (“VSC”) purchased by the
  customer. CARS has attached a copy of the customer’s VSC and highlighted the
  following information:
  
  2. SCHEDULE OF COVERAGE:
  a. POWER TRAIN: vi. LABOR: 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. The
  hourly labor rate assistance will be the repair facility’s rate up to $60.00
  per hour. Should Your repair facility exceed the authorized repair time or
  labor rate, You are responsible for the difference. If required by
  Administrator, You must authorize needed diagnosis/disassembly to determine
  cause of failure and extent of damage.
  
  Currently, the highest fixed labor
  rate available on a CARS’ VSC is $225.00 per hour; CARS also sells VSCs that
  pay any repair facility’s posted labor rate within industry standards.
  
  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.
  
  There is a pending mechanical
  claim on the customer’s VSC:
  
  On February 12, 2024, a repair
  facility opened a mechanical claim on behalf of the customer’s vehicle requesting
  a starter. CARS’ Claims Adjuster reviewed the customer’s VSC coverages with the
  repair facility and a repair facility employee stated that they would need to contact
  the customer before proceeding.
  
  On February 19, 2024, CARS had
  not received any additional communication from the repair facility; therefore,
  CARS’ claims adjuster called the repair facility for an update but had to leave
  a voicemail.
  
  If the customer wants to proceed
  with the mechanical claim, please have the customer’s repair facility contact CARS
  by calling 888.335.6838 prior to making any repairs to the vehicle.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:12/31/2023

  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.

  This company keeps charging me even after I asked them to cancel my account. I asked them to cancel my service with them over two months ago and they told me that in order for me to cancel I would have to fill out a form and mail it into them but they never send it to me. I looked online at their website and they have no option to cancel or request a cancellation. They tried charging my debit card last month and I disputed it with my bank so this month they just charged my bank account directly. This company is dishonest and I shouldn’t have to fill out a form to remove authorization from charging my account especially since they don’t have any way to download the form and they never send it out when you ask them to. I paid them 99.90 since I asked them to cancel. That was two payments of 49.95. I want my money back.

  Business Response

  Date: 01/03/2024

  January 03, 2024
  
  RE:         2006 HONDA CIVIC EX
                 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 30, 2023, the customer
  contacted CARS and requested to cancel the attached Vehicle Service Contract (“VSC”).
  CARS’ customer service representative obtained an email address from the
  customer, sent a cancellation form to the customer provided email address, and
  explained that the cancellation form needed to be filled out and returned. Please
  see:
  
  RECURRING PAYMENT TERMS: If
  Payee or the Owner wishes to end coverage, Payee or the Owner must notify Us in
  writing, at least seven days prior to the next Service Contract beginning.
  
  CARS never received the completed
  cancellation form.
  
  Please have the customer fill out
  the attached cancellation form and return it using the information at the
  bottom of the form or via email to [email protected].
  
  The cancellation will be
  processed according to the cancellation provisions highlighted at Provision 7.
  (a.):
  
  7. CANCELLATION PROVISIONS:
  - ALL REQUESTED CANCELLATIONS/REFUNDS MUST BE IN WRITING AND WILL BE PROCESSED
  TO THE PAYEE. ANY CANCELLED CONTRACT IS VOID AND WILL NOT BE REINSTATED. a.
  CANCELLATION BY SERVICE CONTRACT HOLDER: You may cancel this Service Contract
  at any time by notifying Us. If you cancel Your Service Contract within the
  first 30 days from the Effective Date, then You will receive a full refund
  provided no claims have been made. After 30 days, or if a claim was made within
  the first 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 days or miles, less any claims paid or
  authorized for payment. There is no cancellation/administration fee under this
  Provision.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachments

• Initial Complaint

  Date:12/13/2023

  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 the car on 11/6/23 it overheated on me and I had it taken to the dealership on 11/13/23 then the seller dealer went and got the car on 11/14/23 but didn’t start the claim with them Intell 11/22/23 they are suggesting car protection plus to put a motor in it and they don’t want to do that

  Business Response

  Date: 12/20/2023

  December 19, 2023
  
  RE: 2015 CHEVROLET CRUZE 2LT
  AUTO
  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 does not authorize repairs
  to vehicles based on customer determination or request, rather CARS obtains
  diagnostic information from certified repair facilities experienced in
  mechanical vehicle repairs. Please see the customer’s attached Vehicle Service
  Contract at 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 in excess of one
  hour for covered repairs.
  
  On November 22, 2023, a repair
  facility opened a mechanical claim on behalf of the customer’s vehicle
  requesting an engine, stating there was a misfire on cylinder 3 and coolant
  intrusion. CARS’ claims adjuster asked that the repair facility 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 December 04, 2023, CARS
  received diagnostic information via an estimate and pictures sent from the
  repair facility to CARS.
  
  On December 05, 2023, CARS’
  claims adjuster called the repair facility to notify them that CARS was
  ordering an independent inspection of the vehicle.
  
  The independent inspection of the
  customer’s vehicle took place on December 07, 2023. The third-party inspector’s
  findings are attached and summarized below:
  
  FINDINGS: Inspector verified. Vehicle engine
  cylinder 2 and 3 revealed clean piston surfaces compared to other cylinders
  indicating a fluid intrusion in cylinder chambers. Vehicle engine cylinder head
  revealed the same evidence for cylinder 2 and 3. The head gasket revealed no
  noticeable indicators of the cause of failure. Head gasket is worn poorly
  across all cylinders. Technician has concerns with cylinder head having a
  crack. No evidence presented or demonstration provided of any cylinder head
  cracks. Technician explained no machine shop is available and is recommending
  engine replacement. The technician explained vehicle coolant reservoir was low
  prior to inspection and slight white sweet-smelling smoke was present. Vehicle
  coolant reservoir is empty. Technician has no concern of coolant contamination
  in oil. No evidence presented or demonstration provided of any internal engine
  part or valve train failures. Engine cylinder walls have no evidence of
  scoring. The inspector failed to retrieve oil fluid level and condition due to
  fluid disposed of prior to inspection. Engine oil left on camshafts and valve
  train looks fresh. No evidence of excessive varnish, sludge, carbon, or
  overheating. Technician hoisted vehicle that revealed an oil pan leaking fluid
  to a seep with long term road grime present. Vehicle is missing oil service
  sticker. Inspector took vehicle mileage from repair order due to vehicle
  electrical system disconnected at time of inspection. Technician declined a
  live DTC scan due to vehicle electrical system disconnected. No evidence of
  outside influence damage, modifications, overheating, commercial use, abuse, or
  lack of maintenance present at time of inspection.
  
  CAUSE OF FAILURE: Findings are consistent with cylinder 2 and 3 fluid intrusion into cylinders.
  
  INSPECTOR’S
  OPINION OF REQUIRED REPAIRS: Replacement of head gasket and machine shop
  verification of cylinder head.
  
  On December 11, 2023, after
  receiving and reviewing the inspection report, CARS’ claims adjuster called the
  repair facility and asked the repair facility to clarify what the vehicle’s
  issues were. The repair facility stated that the only failure established at
  that point was the head gasket; however, the cylinder head would need to be
  sent to a machine shop.
  
  On December 18, 2023, CARS
  received the attached estimate from the repair facility stating the cylinder
  head was sent to a machine shop and there was a crack found in the cylinder
  head.
  
  Here, there was no terminal
  engine failure demonstrated; therefore, CARS was only able to offer assistance
  on the cylinder head and head gasket.
  
  On December 18, 2023, CARS called
  the repair facility and provided the customer’s options on how to receive the
  parts needed for the repair. The customer has the option to have CARS ship
  CARS’ supplied parts and assist with the labor or take the claim allowance and
  have the repair facility provide the parts.
  
  When the repair facility provides
  CARS with the customer’s decision on parts, the mechanical claim can be
  authorized.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachments

• Initial Complaint

  Date:12/08/2023

  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 more than one complaint but the most recent one I took my car into the dealership and I had 2800 and repairs that all falls under my warranty they refused to let the dealer use their parts and said they had to use these other parts that the dealership and another mechanic shop said they would not use on the worst enemies vehicles they’re straight out of China they’re not legitimate Parts the company says you can go to any auto parts store and that’s the same parts but the dealership and other reputable mechanics say that is not true you do not want those parts on your car in fact they would only cover $70 of the 170 labor in the dealer did me a favor and is only charging me the $70 for the labor but the part some selves are still close to $2000 while the parts that cars protection plus wants to provide cost a total of $212 there’s obviously no comparison in the parts the dealership said in 25 years of this guy doing this that this was the worst phone call he’s ever had he said is the worst warranty company ever and then I should try to get my money back which would be a waste of time I know that this company is a total scam nobody should ever use them you will lose money dealing with them big money

  Business Response

  Date: 12/14/2023

  December 14, 2023
  
  RE: 2013 JEEP GRAND CHEROKEE
  LAREDO 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:
  
  CARS has attached a copy of the
  customer’s Vehicle Service Contract (“VSC”) for his review.
  
  Regarding the customer’s first
  concern about obtaining parts for covered repairs under the VSC, CARS has
  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.
  
  All CARS’ supplied parts are
  sourced from reputable suppliers and come with a warranty of 90-days parts and
  labor OR upon VSC expiration, whichever comes first. Provided the authorized
  labor amount on a mechanical claim meets or exceeds the customer’s per claim
  deductible, the customer has two choices regarding parts. CARS can ship CARS’
  supplied parts and assist with the labor, or the customer can take the claim
  allowance and use the repair facility’s supplied parts. If the repair
  facility’s supplied parts cost more than CARS’ supplied parts, the customer is
  responsible for the difference.
  
  The customer is correct that the
  VSC he purchased will cover up to $70.00 per hour in labor on a covered
  mechanical repair. If the customer’s chosen repair facility charges more, then
  the customer is responsible for the difference. CARS has highlighted the labor
  rate information both on the signature page of the VSC as well as at Provision
  2. (c., vii.):
  
  2. SCHEDULE OF
  COVERAGE: c. VALUE PLUS/ONYX PLUS: vii. ENHANCED LABOR: The
  hourly labor rate will be the repair facility’s rate up to $70.00 per hour.
  
  To date there have been three (3)
  mechanical claims opened on behalf of the customer’s 2013 Jeep Grand Cherokee
  Laredo X (“vehicle”), all of which were adjudicated correctly according to the
  Terms and Conditions of the customer’s VSC; therefore, CARS can offer no
  additional assistance with the repairs. CARS recognizes that the customer is
  upset; however, CARS sells several types of VSCs that offer a wide array of
  coverages and CARS must abide by the Terms and Conditions of each customer’s
  individual VSC.
  
  Regarding the customer’s request
  for a refund. 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
  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.
  
  Summarily, there would be no
  refund available for cancelling the VSC.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 12/14/2023

  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:12/04/2023

  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 2-year warranty on 11/6/23 for a 2013 Ford Escape from Burns Auto Sales (267 Southbound Gratiot Ave, Mt Clemens, MI 48043). I brought it into a car repair shop (****** ********** **** * ******** *** ********* ** *****) on 11/21 that tried to see what the warranty would cover as the engine light is on. The shop told me I need a new engine. The warranty said customer needs to pay for an engine tear out at my cost for $2500. I took it to a different shop ( ***** **** ***** ********** *** ******* ** *****) for a second opinion and they said the same thing. I decided not to go through with it because who has 2500$ laying around. I was told I can refund it by Cars within 30 days. I tried to call Cars today and request refund they said because I have an "open" claim that it's not refundable. I explained to Cars protection that the shop only called to verify what is covered, no claim is made, and I told Cars I am not going through with any repairs under a claim. I was even told on 12/1/23 that I could refund it. Cars states it's not documented. I told Cars that it's their fault their employee didn't document it that I was told I could get a refund. They only have documentation that I called on 11/16 to confirm I was eligible for refund. I asked for a manager. They said he is busy because its Monday and I have to leave a voicemail as I have called three times today. I asked for the owner and the employee said they didn't have the information. Now, I am having to trade this vehicle in and hoping to get the $980 refund as I am not keeping a car with a broken engine. I have until 12/7 for a full refund.

  Business Response

  Date: 12/05/2023

  December 5, 2023
  
  RE:      2013
  Ford Escape SEL
              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:
  
  Since the inception of the customer’s vehicle
  service contract (“VSC”), two (2) claims have been opened on behalf of her 2013
  Ford Escape SEL (“Vehicle”).
  
  FIRST CLAIM:  On November 20, 2023, a repair facility
  advised CARS the customer’s Vehicle was experiencing a no start, cylinder 4
  filled with coolant and spark plug out of hole. 
  CARS then went over the claim procedures and advised the repair facility
  to tear-down the Vehicle to the point of component failure and then call CARS
  with the cause of failure and extent of damage so CARS could properly
  adjudicate the claim and determine if the failed component would be covered
  under the customer’s VSC.  CARS was subsequently
  advised by the repair facility that the customer did not authorize the teardown
  and the claim was then closed.
  
  SECOND CLAIM:  On December 1, 2023, a different repair
  facility advised CARS the spark plug blew out of cylinder #4 on the customer’s
  Vehicle.  CARS then went over the claim
  procedures in detailed and advised the
  repair facility to tear-down the Vehicle to the point of component failure and
  then call CARS with the cause of failure and extent of damage so CARS could
  properly adjudicate the claim and determine if the failed component would be
  covered under the customer’s VSC.    
  
  The Terms and Conditions of the customer’s VSC
  state:
  
  2. SCHEDULE OF COVERAGE:
  vi.
  LABOR: 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. The hourly labor rate assistance will be the repair
  facility’s rate up to $60.00 per hour. Should Your repair facility exceed the
  authorized repair time or labor rate, You are responsible for the difference.
  If required by Administrator, You
  must authorize needed diagnosis/disassembly to determine cause of failure and
  extent of damage.
  
  c. VALUE PLUS/ONYX
  PLUS: Includes all parts listed in POWER TRAIN BASIC and VALUE
  LIMITED Coverages plus the following components listed in this section:
  vii. ENHANCED LABOR: The hourly labor rate
  will be the repair facility’s rate up to $70.00 per hour,
  
  3. COMPONENTS AND EXPENSES
  NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels):
  e. Diagnostic and tear-down charges, except as
  previously stated.
  
  During the processing of the above-referenced
  claims, CARS was not requiring unnecessary tear-down on the customer’s Vehicle.  Instead, CARS was requiring the repair
  facilities to tear-down the Vehicle to the point of component failure.  That way, CARS could determine if the failure
  would be covered under the customer’s VSC and also ensure the Vehicle would be
  properly repaired the first time.
  
  The customer’s VSC Cancellation Provisions also
  state:
  
  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.
  a. You
  may cancel this Service Contract for a full refund within the first 30 days
  from the Effective Date provided no claim has been made.
  b. Within
  the first 30 days from the Effective Date, if a claim has been made You may
  cancel this Service Contract for a monthly
  prorated refund, less any claims paid or authorized for payment, less an
  administration fee of $50.00.
  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.
  
  After
  the customer submitted the BBB Complaint, she also contacted CARS’ Customer
  Service Department.  Since the request
  for cancellation occurred within the first 30 days, the customer was provided
  with a Cancellation Form to receive a prorated refund, less cancellation
  fee.  However, upon further review, CARS in
  a goodwill gesture will provide a full refund to the customer.  CARS also closed the December 1, 2023
  mechanical claim opened on behalf of the Vehicle. 
  
  In
  the event the customer has not filled out and returned the Cancellation Form,
  we are providing again for the customer’s convenience.  Upon CARS’ receipt of the executed
  Cancellation Form, CARS will process the full refund to be paid to the
  customer’s dealer per the Cancellation Provisions stated above.
  
  CARS
  hopes this information was helpful to your inquiry and request that you close
  this complaint as resolved.
  
  Sincerely,
  
  The Customer
  Care Department
  cll
  
  Attachments

• Initial Complaint

  Date:11/22/2023

  Type:Order 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 a car on September 15th, 2023 from Imperial Auto Group ( I purchased a warranty in the vehicle through an agency called “ Cars Protection Plus” with the value plus package for $500) which blew up on October 12th, 2023 due to a crack in the oil pan. Throughout having the car, I used it to get to work and back, occasionally to local cities, ( New Albany, Jeffersonville, Louisville, and Clarksville) and not once did I hit anything nor were there anything in the roads to cause a crack in the oil pan.
  
  I had my vehicle towed to Chips Place, located at **** * **** *** *************** ******* ***** on October 13th, 2023.
  
  I filed my claim with my warranty on October 12th, 2023.
  
  My conflict is that the warranty company, which stated in the documents, should cover the engine, or atleast multiple component parts should be covered. However, they are only wanting to cover $800/3,500 of the total cost of the fix.
  
  But, I feel I should have my whole engine covered.

  Business Response

  Date: 11/27/2023

  November 27, 2023
  
  RE:         2015 VOLVO C70 T5
                 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 13, 2023, a repair
  facility opened a mechanical claim on
  behalf of the customer’s vehicle for a damaged oil pan, and during the
  adjudication of the mechanical claim it was determined that the vehicle needed
  an engine. CARS has authorized $3,632.55 toward the cost of the
  repairs and a breakdown of CARS authorized amount is attached.
  
  CARS has reviewed the mechanical
  claim and determined it was adjudicated correctly in accordance with the Terms
  and Conditions of the customer’s attached Vehicle Service Contract (“VSC”). The
  customer’s VSC is not a full coverage contract but is instead designed to
  offset the cost of covered mechanical failures.
  
  Some of the customer’s possible
  out of pocket expenses have been highlighted in the Terms and Conditions of the
  VSC:
  
  2. SCHEDULE OF COVERAGE: c. VALUE PLUS/ONYX PLUS: vii. ENHANCED LABOR: The hourly labor rate will be the repair facility’s rate up to $70.00 per hour.  
  
  If the
  customer’s chosen repair facility’s hourly labor rate is higher, the customer
  is responsible for the difference.
  

  3. COMPONENTS AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): e. Diagnostic and tear-down charges, except as previously stated. AND r. Taxes and NON-covered repair facility charges.
  

  4. PROVISIONS OF THE SERVICE CONTRACT: k. We will arrange for payment of the amount of the authorized repair, less related charges not covered by the Service Contract, less a $100.00 deductible per claim.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachments

  Customer Answer

  Date: 12/01/2023

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

• Initial Complaint

  Date:11/08/2023

  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 1/21/21, I paid $27250 for a 2015 Silverado 1500, at a dealership in Charleston, SC , which included $2450 for a Level 3 Flex Protect Service plan with CARS Protection Plus, Inc being the legally bound 'Promisor' of the service contract. On 11/6/23, i had the truck towed to Love Chevrolet in Columbia SC for a transmission repair. After truck was looked at they (Love Chevy Servuce Dept.)
  on 11/08/23 decided a transmission replacment would be necesary. Soon after the diagnosis, i recieve a call from a CARS rep inquiring if any 'modicications' had been made to truck after purchase. I informed him it had not and the truck was purchased as it sits. He informed me the dealer should have provided contract including oversized tires & will send my case for review with dealership. 30 minutes later Love Chevy called and stated CARS is refusing to pay for the repairs. 45 minutes after this convseration, i speak back with a CARS rep. who informed me they will not honor thier contractual agreemnt since its been determined the tires on truck are 5% larger than OEM recommendation. i informed the CARS rep the tires are whats on the truck at date of purchase when the service contract was offered as is & sold via Salesmen, who is an acting representative of CARS Protection Plus. CARS rep. said, they should have sold you a plan that included oversized tires & 'Oversized' is determined by a CARS formula and that it is MY responsibility when i purchased said truck and Service Contract to go over truck, used thier formulas, and make a determination at the time of purchase that vehicle has no curret disqualifying modifications or issues that would relieve CARS from fullfilling thier Promisor obligations. I informed him my contract and salesman said nothing of the sort. Its clearly apparearant ive been mislead, and its just cheaper for CARS to refund $ for THIER service agreement than rather pay for the repairs which was discussed.

  Business Response

  Date: 11/14/2023

  November 14, 2023
  
  RE:         2015 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:
  
  On November 08, 2023, a repair
  facility contacted CARS to open a mechanical claim on behalf of the customer’s
  vehicle. While speaking with CARS’ claims adjuster, the repair facility stated
  that the vehicle’s wheels and tires were not were not stock to the vehicle, and
  the vehicle had a leveling kit.
  
  There is no secret formula for
  calculating a tire size difference, it is simply the percentage difference in
  size between the stock tire size and the size of the tires on the vehicle. The
  stock tire size on any vehicle can be located on the vehicle’s placard.
  
  In this vehicle’s case, the
  difference in diameter between the stock tire size and the tire size on the
  vehicle was 10.3%(see attached).
  
  The customer’s attached Vehicle
  Service Contract (“VSC”) did not cover modified vehicles; therefore, the VSC
  was cancelled by CARS when CARS was notified of the modifications. CARS has
  highlighted this information at Provisions 3. (d.) and 4. (g.):
  
  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 unless Your vehicle has been classed under EXTRA
  ELIGIBILITY Oversize Tires Coverage); lift kits (unless Your vehicle has been
  classed under EXTRA ELIGIBILITY Lift Kit Coverage); lowering kits;
  emission/exhaust; and engine.
  
  AND
  
  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, We
  could consider this a material misrepresentation, unless Your vehicle has been
  classed under EXTRA ELIGIBILITY for the specific alteration and/or
  modification. Upon discovery by Us, We will cancel Your Service Contract and
  issue a prorated refund less claims paid or approved for payment.
  
  Based on the above information,
  CARS stands by CARS’ original decision and cannot assist with the repairs to
  this vehicle.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:10/24/2023

  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 purchase a vehicle from a dealership and purchased a warranty through the dealership from Cars Protection Plus. The transmission went out on my vehicle (2016 Ram 2500) within a few weeks. I took my vehicle to a shop for repair. Contacted the warranty company, the repair shop contacted the warranty company with the findings and started the repair. After weeks of correspondence, the repair was started. After following up, the warranty company denied the claim stating the repair shop repaired the vehicle quickly and didn't follow guidelines. Upon me reaching out the statement give was inaccurate and not consistent with what I was told by the shop. The repair was $3900. The warranty company agreed to pay $1500 towards the repair and then denied the claim to no fault of my own.

  Business Response

  Date: 10/31/2023

  October 31, 2023
  
  RE:         2016 RAM
  PICKUP 2500 LARAMIE 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 October 04, 2023, a repair facility contacted CARS and
  opened a mechanical claim on behalf of the customer’s vehicle for a failed
  transmission. On this date, on a recorded telephone conversation, CARS’ claims
  adjuster informed the repair facility TWICE not to make any repairs without
  authorization from CARS or the mechanical claim would be denied. CARS’ claims
  adjuster NEVER provided a quote for assistance. While reviewing the customer’s Vehicle
  Service Contract (“VSC”), CARS’ claims adjuster explained that the customer has
  a Limited Liability VSC that would assist with a maximum of $1,500.00 if the
  mechanical claim was authorized. CARS’ claims adjuster requested that the
  repair facility obtain permission from the customer to drop the transmission
  pan to check the condition of the transmission fluid and then contact CARS with
  the information. The customer’s chosen repair facility was cursing and
  combative throughout the conversation and stated that they did not want to deal
  with CARS. CARS’ claims adjuster requested that the repair facility contact
  CARS if they chose to have the customer move the vehicle to a different repair facility.
  
  CARS received no further communication on the mechanical
  claim until October 17, 2023, when the customer contacted CARS for an update on
  the status of the mechanical claim. CARS’ claims adjuster explained that CARS
  would need the requested diagnostic information to proceed with the mechanical
  claim. On that same date, the customer submitted pictures, obtained from the
  repair facility, of the condition of the vehicle’s transmission fluid when the
  repair facility had dropped the transmission pan.
  
  On
  October 18, 2023, CARS’ claims adjuster contacted the repair facility and
  explained that CARS had received the pictures from the customer; however, CARS still
  needed an estimate for the cost of the repairs. The repair facility was again
  rude and swearing at CARS’ employee. CARS’ claims adjuster attempted to provide
  the email address to submit the estimate to and the repair facility
  disconnected the call. Approximately 10 minutes later, the repair facility
  called CARS and obtained the email address to submit the estimate to. Please
  see the customer’s attached VSC at highlighted Provision 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: ADDITIONAL STATE DISCLOSURES: MARYLAND:
  Provision 5(c) is deleted and replaced with: A proper diagnosis shall
  include tear-down to the point of component failure, performed by the repair
  facility, to determine the cause of failure and extent of damage. Your repair
  facility MUST provide Us with an estimate for the covered repair to obtain an
  Authorization number BEFORE any repairs have begun.
  
  On October 20, 2023, after receiving and reviewing the
  estimate, CARS’ claims adjuster called the repair facility to provide
  authorization for the repairs. The repair facility informed CARS’ claims
  adjuster that the repairs had been completed 1 ½ weeks ago and the customer had
  paid the invoice in full. On this same date, CARS’ claims adjuster called the
  customer, and the customer verified that the repairs to the vehicle had already
  been completed.
  
  This mechanical claim was denied because the customer’s
  repair facility completed the repairs without authorization from CARS. Please
  see the customer’s VSC at 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.
  
  Based on the above information, CARS stands by CARS’ original
  decision and cannot assist with these repairs.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment