Business Profile
Auto Warranty Processing
C.A.R.S Protection Plus IncComplaints
This profile includes complaints for C.A.R.S Protection Plus Inc's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 125 total complaints in the last 3 years.
- 39 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/10/2023
Type:Service or Repair IssuesStatus: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 level 3, 3year unlimited mile warranty February of 2022 for around $4000 on a truck I purchased. Fast forward to April 2023 the crankshaft in the vehicle I purchased broke, got the vehicle to a repair facility and claim process started. The warranty has not contacted me once about repair options etc and took it upon them selves to buy a salvaged engine with approx 80,000 miles and sent to the repair facility. They installed engine sent and went to test drive the vehicle and made it around 60miles and engine broke. Now I have called warranty several times and left multiple messages with no response. Only response has been through repair facility telling me they aren’t doing anything further (warranty company) vehicle is still under warranty for another year and half.Business Response
Date: 10/18/2023
October 18, 2023
RE: 2018
NISSAN TITAN XD S
CONTRACT
NO.: *********
OUR
FILE NO.: ******
BBB
COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”) Customer Care
Department is in receipt of the customer’s BBB complaint and responds as
follows:
On May 18, 2023, a repair facility opened a mechanical claim
on behalf of the customer’s vehicle stating the vehicle would not run and they
believed the crankshaft broke; however, they wanted to drop the oil pay to verify.
CARS’ claims adjuster requested that the repair facility obtain the customer’s
authorization to tear down/diagnose the vehicle to determine the cause of the
failure and then contact CARS with the information.
On May 23, 2023, the repair facility contacted CARS stating
they had dropped the oil pan and found the crankshaft broken and metal in the
oil pan.
CARS obtained pictures, a video of the failures, and an estimate
for the repairs from the repair facility.
On June 16, 2023, CARS’ claims adjuster spoke to the repair facility
and explained the customer’s options on how to receive the engine. The customer
had the option to have CARS ship CARS’ supplied part and assist with the labor
or take the claim allowance and have the repair facility supply the part. The
repair facility requested that CARS ship CARS’ supplied part, stating the engine
the repair facility had located had 10,000 more miles on it and was more
expensive than CARS’ supplied engine.
Regarding the customer’s statement that they have called
CARS and left several messages without response, CARS has spoken to this
customer multiple times, both on incoming calls from the customer and outgoing
calls from CARS returning voice messages.
It is the repair facility’s responsibility to communicate with
the customer their options on how to receive parts and, the repair facility is
who the customer would contact to obtain status updates on the vehicle’s
repairs.
On August 02, 2023, the repair facility contacted CARS
stating CARS’ supplied engine had failed after being driven approximately 65
miles.
On August 17, 2023, the repair facility contacted CARS
stating the crankshaft on CARS’ supplied engine had broken in the same manner
that the crankshaft on the original engine had broken.
CARS requested that the repair facility obtain the customer’s
authorization to tear down the vehicle and determine why the
crankshafts are breaking. CARS needs to know the extent of damage
and cause of failure to the vehicle to proceed with the mechanical claim. 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.
Your repair facility must perform a proper diagnosis to determine the cause of
failure and extent of damage, which may include tear-down to the point of
component failure upon Our request. YOU ARE RESPONSIBLE FOR THESE
CHARGES for non-covered repairs, and any diagnostic and tear-down
charges in excess of one hour for covered repairs.
The mechanical claim is pending, waiting for the repair facility
to provide the requested diagnostic information. Once this information is
obtained, please have the customer’s repair facility contact CARS.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentInitial Complaint
Date:10/04/2023
Type:Order IssuesStatus: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.
Contract is non refundable, and cannot be cancelled after making or attempting to make a claim. Because we filed a claim; a number of claims, that have been denied, we aren't allowed a refund.
There has no been no considerable coverage for my car, and the cost of the coverage is considerable.Business Response
Date: 10/11/2023
October 11, 2023
RE: 2007 BMW
3 SERIES 335I
CONTRACT
NO.: *********
OUR
FILE NO.: ******
BBB
COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”) Customer Care
Department is in receipt of the customer’s BBB complaint and responds as
follows:
The cancellation Provisions on the customer’s attached
Vehicle Service Contract (“VSC”) have been highlighted 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.: ADDITIONAL STATE DISCLOSURES: MISSOURI: Provision
7(c) is deleted and replaced with: After 30 business days from the Effective
Date, You may cancel the Service Contract and We shall refund 100% of the
unearned contract purchase price on a pro rata basis, less any claims paid, and
less an administrative fee of $50.00. Written notice of cancellation will be
provided within 45 days of cancellation by You.
Simply put, after 30 business days from the effective date
of the VSC, the customer can cancel the VSC and receive a pro rata refund, less
any claims paid, less a cancellation fee of $50.00.
If the customer chooses to cancel their VSC, the customer needs
to fill out and return the attached cancellation form using the information at
the bottom of the form or via email to: [email protected].
To date, there have been three mechanical claims opened on
behalf of the customer’s vehicle:
On September 02, 2022, a repair facility opened a mechanical
claim on behalf of the customer’s vehicle for a starter. CARS assisted with
$270.52 for this repair.
On December 29, 2022, a repair facility opened a mechanical claim
on behalf of the customer’s vehicle for an oil cooler. This mechanical claim
was denied because the oil cooler is not listed for coverage on the customer’s
VSC.
On October 03, 2023, a repair facility opened a mechanical claim
on behalf of the customer’s vehicle for a leaking valve cover gasket, a leaking
oil pan gasket and a cracked expansion tank cap. This mechanical claim was
denied because the expansion tank cap is not listed for coverage on the customer’s
VSC, and both the valve cover gasket and oil pan gasket are covered only when
required in conjunction with a covered component.
The customer can find a complete list of covered components highlighted
at Provisions 2. (a., b., and c.).
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentCustomer Answer
Date: 10/18/2023
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.
I responded within hours, and before the weekend, with the information that was requested from the company (Cars Protection Plus). There has been no response from the company yet. Continuing to wait for resolution, but it IS NOT yet resolved.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
********* ******Business Response
Date: 10/20/2023
October 20, 2023
RE: 2007 BMW
3 SERIES 335I
CONTRACT
NO.: *********
OUR
FILE NO.: ******
BBB
COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”) Customer Care
Department is in receipt of the customer’s additional BBB complaint and
responds as follows:
The customer provided CARS with a filled out and signed
cancellation form.
The customer’s Vehicle Service Contract has been cancelled
and the available refund has been issued to the customer’s lender.
CARS has responded directly to the customer with this information as well.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
laInitial Complaint
Date:10/03/2023
Type:Service or Repair IssuesStatus: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.
We purchased a truck on June 6th. We purchased the warranty at that time.
Contract ine******
The truck overheated and we immediately took it the repair shop, around the 1st of July.
Once the truck was taken apart per Cars Protection Plus specifications.
A inspector was sent out to look at the truck. His report given to car’s protection plus was widely inaccurate and in many places were out right lies.
After I searched and made calls to find this information out (because Cars Protection Plus refuses to call its customer’s).
On September 1st I called to request a 2nd inspection and I filled out the form and emailed it back with payment that day.
I had to call on the 5th of September because I hadn’t been charged yet. I was charged and told the inspector would make an appointment to come back out.
Sept. 26th I had heard nothing and neither had the shop. I called back to CPP and was told I hadn’t paid and they didn’t have the signed form. After a while I was the supervisor was handling this and he would get back to us. (Crickets)
So on the 28th I stopped and asked the shop if they had heard anything. And they said the inspector showed up the afternoon of the 26th in shorts and T-shirt with no tools and wasn’t happy with having to come back. He had no appointment so tools were locked and parts he needed to look at were locked up. Today I was told by Neal @ CPP that he was talking to a supervisor and they would get back to me. (Crickets)
The inspector that was sent out twice is not truthful is his reporting, has made up many statements that were not true, has kept information from CPP.
This is costing me $1,000 a week not having that truck for work and the month of September is because CPP can’t get its stuff together.Business Response
Date: 10/11/2023
October 11, 2023
RE: 2012
NISSAN TITAN SV
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 July 06, 2023, a repair facility opened a mechanical
claim on behalf of the customer’s vehicle for an engine. The repair facility
stated that the head gaskets failed, the water pump and upper radiator hose
were leaking, and the vehicle had been run to the point that it caused damage
to the cylinder heads. CARS’ claims adjuster explained that CARS needed to
speak to the customer to review the vehicle’s issues and would then contact the
repair facility.
On July 10, 2023, after speaking to the customer, CARS’
claims adjuster contacted the repair facility and explained that the vehicle
needed to be torn down to the point that the cause of the failure and extent of
damage to the vehicle could be demonstrated to a third-party inspector. CARS’
claims adjuster also explained not to dispose of any
parts/seals/gaskets/filters.
On July 17, 2023, CARS’ claims adjuster spoke to the repair
facility who stated that the tear down would not be completed for a couple weeks
when a technician was available. CARS’ claims adjuster requested the repair
facility call CARS with the results after the tear down was completed.
On August 22, 2023, CARS’ claims adjuster spoke to the
repair facility who stated the water pump failed and the vehicle was overheated
to the point that both cylinder heads had blown the head gasket. CARS’ claims
adjuster advised that an independent inspection of the vehicle would be
ordered.
On August 22, 2023, the first independent inspection of the
vehicle was performed, and the third-party inspectors’ findings were as
follows:
STATE
OF ASSEMBLY: The engine has been removed and the heads removed from the
engine, the block was not presently available. The vehicle was pushed outside.
A lift was not available. The radiator and other parts were found in the bed of
the truck.
ADDITIONAL
INFORMATION ABOUT INSPECTION: Little to no assistance was provided by the
tech during the inspection.
EXTENT
OF DAMAGE: Due to the level of teardown and lack of tech assistance, the
inspector was only able to inspect the water pump and heads that have been
removed from the block. The service advisor presented videos of the technicians’
findings
prior to teardown. The video shows a fill bucket attached to the system and during engine cranking
there are some bubbles that come from the radiator and the fill bucket
was filling with coolant being pushed out of the system. The service advisor
also provided photos of a coolant leak from the water pump. The photos show
coolant seepage at the radiator hose and water pump connection, as well as
green coolant pooled underneath the water pump. The photos of the cylinder head
gaskets show a failure of the gasket between 2 unknown cylinders that have
visible coolant wash. The customers’ concern on the RO reads milky coolant was
spewing out. The inspector saw no visual evidence of this concern. The
inspector is unable to verify the presented photos are from the vehicle in
question. The water pump presented has crusted coolant on the mounting tabs and
in the weep hole. The coolant buildup is consistent with long-term failure,
however, the inspector is unable to determine
if failure is preexisting to the contract. The cylinder heads have been
disassembled. The tech did not demonstrate any measurements to determine if the
heads are warped or leaking. The cylinder heads have heavy varnish and some
sludge visible. The head gaskets have been discarded and are not
available for inspection. The Inspector questioned the technician as to
the reason for the block replacement and the technician stated the engine failed
due to overheating from the water pump failure. No other explanation was given
or demonstrated. The only noted DTCs are for the ABS system. No other
demonstrations were performed, further demonstrations will be needed to verify
all concerns.
INSPECTOR’S
CAUSE OF FAILURE AND RECOMMENDED REPAIR: Further demonstration will be
needed to verify engine concerns and determine the cause.
On
August 23, 2023, CARS’ claims adjuster called the repair facility and advised
that CARS could only assist with the water pump as there was no failure to the
engine demonstrated. CARS’ claims adjuster also explained that per the repair
facility’s technicians comments the engine had overheated to the point of
failure and this would not be covered under the customer’s Vehicle Service
Contract (“VSC”) as the head gaskets are covered for combustion and coolant
leaks only, not from damage caused by overheat.
On September 22, 2023, at the customer’s request, the second
independent inspection of the vehicle was performed, and the third-party
inspectors’ findings were as follows:
STATE OF ASSEMBLY: Vehicle fully torn down engine disassembled.
EXTENT
OF DAMAGE: 1. The inspector requested a demonstration of the warpage and
the technician stated they did not have the equipment to demonstrate that, and
they would send the heads out to a machine shop for a report. The head
gaskets have been discarded. The technician is unable to demonstrate
any visual failure due to the vehicle being fully disassembled. 2. The
technician stated the water pump failure led to engine failure. The technician
did present photos where the build-up was on the old, discarded water pump
pulley. The tech provided a video showing the technician doing a pressure test
and water pump test indicating the parts were not in working order prior to
teardown. The technicians’ notes show pictures of the build up from coolant
leaking long term in the water pump area as well as the coolant pooling below
it. The technician stated he did see signs of leakage and felt some resistance
in the water pump. The water pump was not available during the inspection. The
technician stated the engine damage was caused by the customer driving without
a working water pump or any coolant in the vehicle. No other diagnostics or
demonstrations were performed at this time.
INSPECTOR’S
CAUSE OF FAILURE: Inspection findings are inconclusive of a failure of the water pump and
engine, further diagnostics and demonstrations including head and deck
inspection will be needed.
INSPECTOR’S
RECOMMENDED REPAIR: Further diagnostics and demonstrations including head
and deck inspection will be needed.
On October 03, 2023, after reviewing the second inspection
report, CARS’ claims adjuster contacted the repair facility and requested that the
repair facility send CARS the machine shop report. CARS’ claims adjuster also requested
the repair facility provide information and pictures IF there were any other
engine failures.
On October 10, 2023, CARS had still not received the machine
shop report; therefore, CARS’ claims adjuster contacted the repair facility for
an update. The repair facility stated the machine shop would be sending the
report on October 11, 2023.
Once CARS receives the machine shop report, CARS’ claims
adjuster will review the information and contact the repair facility.
As the customer has not provided specific information on
what the customer feels the inaccuracies are with the inspection reports
provided to CARS by the independent inspection company, CARS can only review
the information CARS has. Please have the customer provide specific information
on what the inaccuracies are within the inspection reports along with any proof
of the inaccuracies that the customer has, so CARS can review the information.
CARS has attached both inspection reports as well as a copy
of the customer’s VSC for the customer’s review.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
laInitial Complaint
Date:09/18/2023
Type:Service or Repair IssuesStatus: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 9/11/23 ****** ** ******* went to get an oil change at Suburban Cadillac in Troy MI. I had noticed a grinding noise the week prior from my back wheels and assumed I needed to get new BRAKES & Rotors. When I went to get my oil change on 9/11 Suburban Cadillac recommended:
1. (BRAKE JOB-Rear-replace pads and rotors-brake pads at 1MM and Rotors Warped)
2. Axle Seal Leaking Rear (replacement needed)
I told Cadillac to just do the oil Change. I then told them that I had a vehicle protection insurance through CARS PROTECTION PLUS Flex Level 3. The dealership called CARS PROTECTION PLUS and they denied the claim for the seals (which is clearly states in their policy)
On Wednesday 9/13, I went to get my BRAKES done at MIDAS on Telegraph Rd in Southfield with the hope of saving money because the dealership was going to charge me over 1,000 dollars to do my brakes. After my brakes were completed, I could still hear a grinding sound in the rear of my vehicle just not as loud as before.
On Sunday night, 9/17/23, I took my car back to Suburban Cadillac and asked for them to check my Rear Differential (from Midas) (which is covered under my CARS PROTECTION PLUS contract) CARS PROTECTION PLUS WON'T FIX THE DIFFERENTIAL CLAIMING BECAUSE I DROVE ON IT AFTER THE LEAK.
The Bad Differential noise SOUNDS LIKE BAD BRAKES & ROTORS!! I believe I acted reasonably and took it back to Cadillac after my REAR brakes were fixed by MIDAS. To make premium payments on time to CARS PROTECTION PLUS, just to have the insurance NOT HONOR THEIR CONTRACT IS UNCONSCIONABLE!!! When I called CARS PROTECTION PLUS to state my case, THE MANAGER, talked over me!! Blamed me for driving my car and HUNG UP ON ME!! Because the REAR Differential damage sounds like BAD BRAKES & ROTORS, I believe the Differential repair should be covered under their policy. I DID NOT act unreasonable by driving my car back to Cadillac for repairs. CARS PROTECTION PLUS is just trying not to pay!!Business Response
Date: 09/25/2023
September 25, 2023
RE: 2016
CADILLAC ATS 3.6L LUXURY COLLECTION
CONTRACT
NO.: *********
OUR
FILE NO.: ******
BBB
COMPLAINT: ********
Dear BBB of Western Pennsylvania,
The CARS Protection Plus Inc. (“CARS”)
Customer Care Department is in receipt of the customer’s BBB complaint and
responds as follows:
On September 13, 2023, a repair
facility called to open a mechanical claim on behalf of the customer’s vehicle
for a leaking rear axle seal, reporting the vehicle’s mileage at that time as
84,701. CARS’ claims adjuster explained that the rear axle seal was not listed
for coverage on the customer’s attached Vehicle Service Contract (“VSC”) and
the mechanical claim was denied. Please see highlighted Provision 2. (a., v.): 2. SCHEDULE OF COVERAGE: a. LEVEL 1: v. SEALS &
GASKETS: Seals and gaskets are covered only when required in conjunction
with the replacement of a covered component. Additionally, cylinder head
gaskets are covered only for combustion and coolant leaks. Intake manifold gaskets
are covered only for coolant leaks. EXAMPLES OF NOT COVERED: oil leaks,
vacuum leaks and valve seals.
During that phone call, CARS’
claims adjuster explained to the repair facility that it was in the customer’s
best interest to get the seal replaced because if the leaking seal caused
damage to the rear differential, then the rear differential would not be
covered. The customer’s repair facility stated that they would let the customer
know.
On September 18, 2023, the same
repair facility called to open a mechanical claim on behalf of the customer’s
vehicle for a rear differential, reporting the vehicle’s mileage at that time
as 86,328. The repair facility stated the axle seal leak had gotten worse and
the low fluid caused the rear differential to fail. This mechanical claim was
denied for two reasons: 1) Damage caused to a covered component by a
non-covered component is not covered. 2) The customer failed to protect the vehicle
from further damage when the customer continued to operate the vehicle with a
leaking rear axle seal. Please see highlighted Provisions 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. AND 4. (h.): 4. PROVISIONS OF THE SERVICE CONTRACT: h. You are
responsible for properly maintaining the vehicle in accordance with manufacturer’s
specifications and to protect against further damage caused by continued
operation or damage from overheating.
Here the leaking non-covered rear
axle seal caused the failure to the rear differential AND the customer admits,
in the customer’s complaint to the BBB, to knowing about the leaking rear axle
seal and still driving the vehicle an additional 1,627 miles without having the
rear axle seal repaired, ultimately causing the rear differential to fail.
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
AttachmentInitial Complaint
Date:09/12/2023
Type:Service or Repair IssuesStatus: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 am a customer of CARS Protection Plus. On every occasion that I have tried to use this extended warranty company they have declined the claim and I have had to fight to get them to cover the claim. I purchased the highest level of coverage they offered and they still deny every claim, every time. The most recent case was today 9/12/2023, I have two hoses failed under the hood and they are trying to use a "Maintenance" clause in the contract to deny the claim. Hose failures are not maintenance items, you don't "maintain" hoses. Yet they point to a clause in the agreement that happens to mention the word hoses under "maintenance" and use it to deny the claim. This company is a fraud for extended warranties and if the Better Business Bureau gives companies like this an A+ rating, maybe the BBB has some self reflecting to do. Just read the other Google reviews about this company and ask yourself how you can give them an A+ rating and let them flaunt this rating in their advertising. Just call them and listen to the recording repeated over and over claiming they are A+ by the BBB, then again, read the Google reviews. You should pull their rating immediately or the BBB's Google reviews due to companies like this that are rated so poorly on Google and other venues reputation will suffer! Feel free to contact me at [email protected] for any other information you need.Business Response
Date: 09/19/2023
September 19, 2023
RE: 2018
LINCOLN NAVIGATOR L RESERVE
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 three (3) mechanical claims opened
on behalf of the customer’s vehicle.
On January 05, 2023, a repair facility opened a mechanical
claim on behalf of the customer’s vehicle via a telephone call. During this
telephone call, the repair facility informed CARS’ claims adjuster that the
mechanical failure was under a partial manufacturer's warranty and only
requested CARS assistance with the portion of the repair that would not be
covered by the manufacturer's warranty; specifically, that CARS assist with 34%
as the manufacturer was paying 66%. CARS’ claims adjuster adjudicated the
mechanical claim according to the repair facility’s request and the Terms and
Conditions of the customer’s attached Vehicle Service Contract (“VSC”). Please
see highlighted Provision 4. (u.): 4. PROVISIONS OF THE SERVICE CONTRACT: u. Coverage is superseded by any manufacturer’s warranty, recall or warranty on
a previous repair.
On January 12, 2023, CARS received the final invoice from
the repair facility, and, on that same date, CARS made payment in the
authorized amount.
On January 19, 2023, the repair facility contacted CARS and
stated that the manufacturer’s participation offer for the repair had expired and
asked that CARS assist with payment on the outstanding portion of the invoice.
CARS’ claims adjuster requested that the repair facility provide proof that the
manufacturer’s warranty had expired and explained that once that proof was received,
CARS’ claims supervisor would review the claim to determine if CARS could offer
additional assistance.
On February 06, 2023, once CARS had received the requested
documentation from the repair facility and CARS’ claims supervisor had reviewed
the mechanical claim, CARS authorized an additional payment to the repair facility,
representing the correct adjudication of the remaining 66% of the invoice in accordance
with the Terms and Conditions of the customer’s VSC.
In total, CARS paid $1,526.67 for that mechanical claim.
On March 21, 2023, a repair facility opened a mechanical
claim on behalf of the customer’s vehicle and CARS’ claims adjuster provided
authorization for the repairs during that phone call.
CARS received the final invoice for the repair on March 28,
2023, and payment was made in the authorized amount on March 30, 2023.
In total CARS paid $1,024.73 for that mechanical claim.
CARS did not deny either of the above mechanical claims. The
only delay on the January 05, 2023 mechanical claim was caused by the repair
facility initially incorrectly reporting to CARS that the mechanical repairs
were being partially covered by a manufacturer’s warranty.
On September 11, 2023, a repair facility opened a mechanical
claim on behalf of the customer’s vehicle for coolant hoses. This mechanical
claim was denied as hoses are excluded from coverage on the customer’s VSC.
Please see highlighted Provision 2. (d., v.): 2. SCHEDULE OF COVERAGE: d. LEVEL 4: EXCLUSIONS (NOT COVERED): v. OTHER/MAINTENANCE: Hoses (except steering and air conditioning).
The customer can locate the complete list of exclusions in
the Terms and Conditions of the VSC at Provision 2. (d., v.).
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentInitial Complaint
Date:08/15/2023
Type:Service or Repair IssuesStatus: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.
January 9,2023 date of transaction. Paid monies totalling $3000 I have already started a complaint with the dealership and now the warranty company for the fourth time in its correct state and with the right designated office. The contract is confusing as to who you actually reach out to. Used 2015 Range Rover we purchased Jan 9 2023 First day in shop at Autonation in January to get it running in good condition we did a whole diagnostic test. Cockeysville Jan 18, 2023 79K miles then again about a month after and again in April and June after getting a second key we never received the truck broke down and now the truck sits at the repair shop with a new issue for 30 days waiting to be repaired. Two different repair shops say we need to replace the wire harness, which has a repair fee of $13,000. We have already spent around $5600.00 to get it up and running. The warranty company has covered nothing at all. And they will not help with this matter. The techs say it is water damage they have no idea where it would come from because there would be more damage if it was in a flood. They also want to do a water test to see where the water may have come from. We kept the truck in a garage from day of purchase up until it's been sitting outside the repair shop for almost 30 days now. We don't have $13,000 for another repair we did not know about or cause. Please assist. We do have the shop video text message footage from the shop that they sent us. We have Documents and or you could call Mid Atlantic Rovers in Columbia Maryland where the truck is now and has been waiting to be repaired. And also, Autonation , Cockeysville Maryland. Please someone assist.Business Response
Date: 08/17/2023
August 17, 2023
RE: 2015
LAND ROVER RANGE ROVER SUPERCHARGED
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, two (2) mechanical
claims have been opened on behalf of the customer’s vehicle:
On January 23, 2023, a repair facility opened a mechanical
claim on behalf of the customer’s vehicle for front end sway bar bushings, lug
nuts, and a starter switch. The repair facility informed CARS’ claims adjuster
that although the vehicle arrived on January 19, 2023, the customer had not
told them about their Vehicle Service Contract (“VSC”) until after the repairs
had been completed.
CARS’ claims adjuster explained there could be no assistance
as the repairs were done without authorization from CARS. Please see the
customer’s attached VSC at highlighted Provisions 3. (c.): COMPONENTS AND
EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): Any
repair done without prior authorization from Us. AND 5. (e.): 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. 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.
Here, CARS was not notified about
the vehicle’s issues until after they had been remedied and never provided the
repair facility with an authorization number; therefore, CARS was unable to
assist with these repairs.
On July 14, 2023, a repair
facility opened the second mechanical claim on behalf of the customer’s vehicle
for a failed electronic control unit and wiring harness caused by corrosion. This
mechanical claim was denied as neither of those components are listed for
coverage on the customer’s VSC. You can find a complete list of covered components
at Provisions 1. (c.) AND 2. (a. and b.).
Regarding the customer’s request
to cancel their VSC, CARS has attached a cancellation form. If the customer
wishes to cancel, please have the customer fill out and return the cancellation
form. Any available refund would be calculated according to the cancellation
provisions of the customer’s VSC at Provision 7. (a.): 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. CANCELLATION BY SERVICE CONTRACT HOLDER: …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 months or miles, less any claims paid
or authorized for payment…ADDITIONAL STATE DISCLOSURES: MARYLAND: Provision
7(a) is amended to state: Your cancellation fee will not exceed 10% of the
total Service Contract purchase price or $50.00, whichever is less.
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentsCustomer Answer
Date: 08/17/2023
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:08/09/2023
Type:Order IssuesStatus: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.
After calling Cars Protection Plus and finding shops that accept the warrenty, I took it to one closes to me. The mechanic called the warrenty to make sure it's still active and the warrenty company said yes it is and they discussed what's cover and what's not and that I only needed to pay a $100 deductible. They told the shop they will send someone out to inspect and for them to complete a diagnostic. Well Diagnostic is complete, paper work ready to submit to warrenty company only for the inspector to come out and cancel the warrenty, leaving me to pay outta pocket for the diagnostic and time a total of $409.70 I couldn't keep being without a vehical I already lost 2 days of work plus the money I had to pay someone to take me back n forth to work during this whole thing.Business Response
Date: 08/11/2023
August 11, 2023
RE: 2012 CHEVROLET SILVERADO 1500 WORK TRUCK
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 July 21, 2023, a repair
facility opened a mechanical claim on behalf of the customer’s vehicle. During
this phone call, the repair facility notified CARS’ claims adjuster that the
vehicle had a lift kit and oversized tires. CARS’ claims adjuster explained to
the repair facility that the claim would need to be reviewed and that the
repair facility would be contacted by CARS after the review.
CARS claims adjuster then spoke
to the customer who stated the vehicle had been purchased with the
modifications.
Still on July 21, 2023, CARS’
claims adjuster contacted the repair facility and explained that there would be
no assistance on the mechanical claim and that the customer’s Vehicle Service
Contract (“VSC”) was being cancelled due to the modifications.
CARS never requested diagnostics nor was there ever an inspection ordered on
the vehicle.
When purchasing the VSC, the
customer signed an acceptance to terms stating they read, understood, and
agreed to the Terms and Conditions of the VSC.
CARS has highlighted the multiple
provisions regarding the customer’s VSC not covering modified vehicles. Please
see highlighted Provisions 3. (d.), 4. (g.), and 7. (d.):
3. COMPONENTS AND EXPENSES
NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): d. We do not
provide any coverage for Vehicles modified or altered AT ANY TIME beyond
original manufacturer’s specifications with or without Your knowledge,
including but not limited to the following modifications: WHEELS/TIRES (not to
manufacturer’s specifications); lift kits; lowering kits; emission/exhaust; and
engine.
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 (unless You
have ONYX PLUS Coverage), We would
consider this a material
misrepresentation and will cancel Your Service Contract per the CANCELLATION
PROVISIONS.
AND
7. CANCELLATION PROVISIONS:
- ALL REQUESTED CANCELLATIONS/REFUNDS MUST BE IN WRITING AND WILL BE PROCESSED
THROUGH YOUR LIENHOLDER, IF ANY, OR YOUR SELLING DEALER. IF FINANCED, YOU AGREE
YOUR LIENHOLDER IS A JOINT PAYEE TO RECEIVE ANY APPLICABLE REFUND. ANY
CANCELLED CONTRACT IS VOID AND WILL NOT BE REINSTATED. d. We will cancel
Your Service Contract for fraud, material misrepresentation (including
alterations/modifications), a substantial breach (including a malfunctioning
odometer), or nonpayment, either by You or on Your behalf. Prior notice of cancellation
is not required for these violations…After 30 days from the Effective Date, You
will receive a pro rata refund of the Service Contract price for the unexpired
term of the Service Contract based on the number of elapsed months or miles,
less any claims paid or authorized for payment.
Based on the above
information, CARS will not be assisting
with the diagnostic fees.
The customer’s VSC has been
cancelled and, despite the Terms and Conditions stating the customer should
receive a prorated refund, as a show of good faith, CARS has issued the
customer a full refund for the purchase price of the VSC.
Please have the customer contact
the dealership where the vehicle was purchased to obtain the refund.
CARS hopes this information was
helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentCustomer Answer
Date: 08/12/2023
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.
I am not a mechanic nor do I work on cars. This is why when purchasing used or new I asked for some kind of warrenty in case something is wrong with the vehical later on. It should not be the responsibility of buyer to investigate every item on the vehical to see if it qualifies for a warrenty, this should be the responsibility of the warrenty department and/or dealership since they are selling the item/s. Also selling a warrenty on vehicals that doesnt qualify should be a violation on the dealships behalf as they have a contract with your company on the terms and conditions as well as the policy and they knowing sell the produce against company policy regulations. If I didn't go to get my truck looked at during my 2year contract your company would have made money off of me for a vehical that wasn't even qualified in the frist place as you have stated. And the dealership would have as well.
Regards,
***** *** ********Initial Complaint
Date:07/31/2023
Type:Service or Repair IssuesStatus: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 car 2 days ago with power train warranty took to garage the water pump needs to replaced they say they don’t cover it on power train warranty only 2 I owned this vehicleBusiness Response
Date: 08/08/2023
August 08, 2023
RE: 2014
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:
The customer is correct, the water pump is not listed for
coverage on the customer’s attached Vehicle Service Contract (“VSC”). The
customer’s VSC does not offer full coverage, but instead has a list of covered
components. Simply put, if a component is not listed, then it is not covered,
and CARS is unable to offer assistance if a non-covered component fails.
The customer can locate their complete list of covered components highlighted at
Provision 2. (a.).
CARS hopes this information was helpful to your inquiry.
Sincerely,
The Customer Care Department
la
AttachmentInitial Complaint
Date:07/25/2023
Type:Service or Repair IssuesStatus: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 vehicle was brought in for service to a shop Tuesday July 18th. My rear differential needs a complete rebuild . I paid $4,900 for the company cars protection plus level 3 service which covers mainly everything on the truck minus your normal maintenance items for 3 year unlimited mileage . This company is only willing to pay to have a couple parts replaced when others are failing . My differential needs a complete rebuild which I will have to pickup from the shop it's at now and take to another for the rebuild as the shop my truck is at now isn't confident doing a differential rebuild . Differential rebuild is $2,600 plus the labor to remove the differential and reinstall . It's recommend this company cars pays to have this work done or refund me my $4,900 as they haven't paid a penny for any work and Ive spent over $800 renting a truck while playing this companies waiting games . Get my truck repaired properly or refund my $$$$. Would also like my radiator replaced with a motorcraft radiator not aftermarket (you guys can pay the difference for taking advantage of my valuable time )Customer Answer
Date: 07/25/2023
rom: **** ******** *********************
Date: Tue, Jul 25, 2023 at 1:50 PM
Subject: Re: You have a new message from the BBB serving Western Pennsylvania regarding complaint #*********
To: Better Business Bureau <[email protected]>
At this point I canceled whatever policy this is ********* *nd request my 4900 backBusiness Response
Date: 07/27/2023
July
27, 2023
RE: 2011
Ford F-350 Super Duty King Ranch
CONTRACT NO.: *********
OUR FILE NO.: ******
BBB COMPLAINT NO.: ********
Dear
BBB of Western Pennsylvania,
The
Cars Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of
the customer’s BBB complaint and additional concerns and respond as follows:
Since
the inception of the customer’s CARS’ vehicle service contract (“VSC”), two (2)
mechanical claims were opened on behalf of the customer’s vehicle as
follows:
The
first claim was opened on July 5, 2023.
During the processing of the claim, the repair facility provided CARS
with the cause of failure, extent of
damage and estimate for repair. CARS
then went over the amount CARS could authorize for the claim in the total
amount of $3,152.79 pursuant to the Terms and Conditions of the customer’s
VSC. The claim was closed on July 19,
2023, when the customer removed the vehicle without having any repairs
performed.
The
second claim was opened on July 19, 2023; however, the claim is now closed upon CARS' receipt of the customer's cancellation form today.CARS is currently processing the customer's prorated
refund based upon days and mileage and less a $25.00 cancellation fee. CARS prorated refund will be paid to the
selling dealer pursuant to the Cancellation Provisions of the customer’s VSC.CARS
hopes this information satisfies the customer’s concerns.
Sincerely,
The Customer Care Department
cll
AttachmentCustomer Answer
Date: 07/31/2023
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.I'd like a full refund as I haven't used any of this companies services not have they paid any money out of pocket . I'd like to be refunded the full amount of $4,900 as this company is nothing but a hassle and didn't cover much on this truck therefore I'd like a refund of services as no services were provided . If a refund of $4900 isn't issued I will be suing this company in court .
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
**** ********Business Response
Date: 08/04/2023
August
04, 2023
RE: 2011
Ford F-350 Super Duty King Ranch
CONTRACT NO.: *********
OUR FILE NO.: ******
BBB COMPLAINT NO.: ********
Dear
BBB of Western Pennsylvania,
The
Cars Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of the
customer’s additional BBB complaint and respond as follows:
The
customer’s attached Vehicle Service Contract (“VSC”) was cancelled July 27,
2023, and the available refund was correctly calculated using the cancellation
provisions highlighted at ADDITONAL STATE DISCLOSURES: CALIFORNIA: Provision
7(a) is deleted and replaced with: After 60 days from the Effective Date of the
Service Contract, or with respect to a used Vehicle without a manufacturer
warranty, 30 days if the Vehicle was other than new when the Service Contract
was purchased, You may cancel this Service Contract and We shall refund to You
a pro rata refund of the Service Contract retail price, for the unexpired term
of the Service Contract based on elapsed time, less a cancellation fee of 10%
of the purchase price or $25.00, whichever is less.
On
July 31, 2023, CARS mailed a check representing CARS’ portion of the refund due
to the selling dealer. This check did not represent any markup the selling
dealer may have added to the purchase price of the VSC. The selling dealer is
responsible for providing the full refund due, $4204.39, representing both
CARS’ and the selling dealer’s portions, to the customer.
Please
have the customer allow two (2) weeks for the selling dealer to receive CARS’
check and provide the refund.
CARS
hopes this information was helpful.
Sincerely,
The Customer Care Department
la
AttachmentCustomer Answer
Date: 08/07/2023
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.
This company was nothing but a hassle since I brought my truck in for repair . I'm not paying any money for their horrible service. I'm not paying a dime to be hung up on . I'm not paying a dime for them to return calls at their leisure. I paid 4,900 on a credit card . That 4,900 needs to be refunded to my credit card not by check minus 25 cancellation fee. You guys can pick up the slack for your horrible service ! Customers wouldn't buy your policy if they knew what kind of service they were gonna receive . . It's a shame how you do business . I highly suggest you send the rest of the money otherwise the transaction will be disputed with my credit card company as fraud and I will see you in court. Thanks
Regards,
**** ********Initial Complaint
Date:07/20/2023
Type:Service or Repair IssuesStatus: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.
After attempting to make a claim with the warranty company (Liberty Mutual AKA C.A.R.S Protection Plus) I discovered that the warranty only covered certain parts of the motor and transmission. I then tried to cancel the warranty through Liberty Mutual, and they told me I needed to cancel through to Kars Inc. I asked Liberty Mutual what the refund amount would be, and they said that Kars Inc. would have the answer.
On July 18th 2023, I arrived to Kars Inc. in person (as directed by the finance manager) to cancel the warranty. He took a picture of the mileage, VIN, and door pocket at that time. The manager told me to sign a cancellation form and he would submit the request to Liberty Mutual. I asked him what the refund amount would be, and he said that there is not a way for him to find out as Liberty Mutual would have that info. I told him that I did not feel comfortable signing the cancellation document until I knew the refund amount.
I called Liberty Mutual again to ask for the amount I would be refunded for cancelling and the individual told me they don't have that information. After explaining the situation, she became annoyed and told me to contact Kars Inc. I then called Kars Inc. and tried to explain the situation to Ruth. She was extremely disrespectful over the phone and ended our conversation with no solution.
I feel as though I was misled about the coverage of the warranty I had purchased for $3996. I have made several attempts to get an explanation from both Kars Inc. and liberty mutual as to the refund amount that will be processed. Both companies will not return my calls.Business Response
Date: 07/25/2023
July
24, 2023
RE: 2011 FORD F150 XLT
CONTRACT NO.: *********
OUR FILE NO.: ******
BBB COMPLAINT NO.: ********
Dear
BBB of Western Pennsylvania,
The
Cars Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of
the customer’s BBB complaint and responds as follows:
On
August 19, 2022, the customer purchased the above-referenced vehicle and on the
same date purchased a Liberty Shield Level 1 Echo-Shield and Tech-Shield vehicle
service contract (“VSC”). The VSC was
approved with payment by CARS on August 19, 2022.
On
April 4, 2023, a repair facility opened a mechanical claim on behalf of the
customer’s vehicle. The repair facility
advised the customer’s vehicle was experiencing engine issues, specifically
ignition coils. CARS advised the repair
facility the engine ignition coils were non-covered components under the
customer’s VSC.
On
July 18, 2023, the customer contacted CARS advising he wanted to cancel his
VSC. At that time, CARS provided the customer
with a cancellation form via email.
On
July 19, 2023, the customer contacted CARS on two (2) separate occasions
requesting to speak with a supervisor.
On
July 20, 2023, CARS’ supervisor spoke with the customer and advised him of the
cancellation/refund procedures.
Specifically, CARS advised the customer the pro-refund would be based
upon the retail price, CARS’ wholesale price as well as the dealer’s markup. CARS advised upon CARS’ receipt of the
cancellation form, CARS would then calculate the prorated refund and the
amounts due from both CARS and the dealer.
CARS would then send its portion to the customer’s lienholder and also
send a letter to the selling dealer advising them of their pro-rated portion of
the refund and direct the dealer to also send their portion to the customer’s
lienholder.
The
customer’s attached VSC 7. Cancellation Provisions 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.
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 months or miles, less any claims paid
or authorized for payment, less an administration/cancellation fee not
exceeding $50.00.
Because
the customer has not yet submitted the cancellation form, CARS is unable to
process and/or calculate the prorated refund due to the customer, since the
prorated refund is based on the date the cancellation form is received and also
based on the wholesale cost received by CARS and the dealer’s markup, less the
$50.00 cancellation fee.
In order
to process the customer’s refund in a timely manner, CARS is once again
attaching the cancellation form for the customer to fill out and return to
CARS.
CARS
hopes this satisfies the customer’s concerns.
CARS is willing to issue its prorated refund to the customer’s
lienholder and also provide the dealer with a breakdown letter of the total
prorated refund due to the customer, along with the dealer’s portion to also be
refunded to the customer’s lienholder.
Sincerely,
The
Customer Care Department
cll
AttachmentsCustomer Answer
Date: 07/27/2023
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.I simply wanted to know the amount that would be refunded to me before cancelling the warranty. C.A.R.S protection claims that Kars Inc. is responsible for providing the refund. Kars inc. is saying the opposite. At this point, I would like to make sure that the amount being refunded is fair. Since I cannot get an answer from either company, I would like the two companies to work together to provide me with the refund amount. I believe it is a fair question to ask, and should be simple to calculate and provide. Both companies have stated that it is not my concern since the car is being financed through a bank. I am the one paying for the car and the warranty, so I would like to make sure I know exactly what I am paying for. I would like a full refund for the warranty on the grounds that it was misrepresented to me in the first place. I understand that Kars Inc. sold me the warranty, but I cannot get ahold of them to negotiate.
Regards,
******* ******Business Response
Date: 07/28/2023
July
28, 2023
RE: 2011 FORD F150 XLT
CONTRACT NO.: *********
OUR FILE NO.: ******
BBB COMPLAINT NO.: ********
Dear
BBB of Western Pennsylvania,
The
Cars Protection Plus Inc. (“CARS”) Customer Care Department is in receipt of
the customer’s additional concerns and responds as follows:
As
of today’s date, the customer’s prorated refund would be $3,171.03, if the
customer submits his cancellation form today.
This amount represents both CARS’ and the dealers’ portion of the
prorated refund due, less time and miles, less a $50.00 cancellation fee. Note-this amount is subject to change based upon
the date CARS receives the customer’s cancellation form.
Once the
customer submits the cancellation form, CARS will process the customer’s prorated
refund and send CARS’ check to the customer’s dealer, along with a breakdown letter
of the prorated amounts due from both CARS and the dealer.
CARS
believes this response satisfies the customer’s concerns; therefore, CARS
requests the BBB close its complaint with regard to this matter.
Sincerely,
The
Customer Care Department
cll
AttachmentsCustomer Answer
Date: 08/01/2023
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.I appreciate that C.A.R.S Protection plus provided me with the estimated refund amount. However, I am seeking a full refund of the warranty through Kars Inc. On the grounds that the warranty coverage was incorrectly explained to me at the time of purchase. Overall, I am disappointed in the lack of honesty and customer service I have received from both companies. Both companies claimed that the refund amount could/would not be disclosed to me and passed the blame onto one another. I see now that the refund amount was easily calculated and given to me. I expect that Kars. Inc. Will refund me for the full cost of the warranty. I thank C.A.R.S protection plus for providing me with the amount that would have been refunded, although i feel like it should not have taken this much time and effort.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
******* ******
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