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:07/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my vehicle last month along with the warranty. The warranty itself was $900, and I had to pay deductible on top of that when I purchased it. First time using it was when I found out my spring leaf was broken. It is covered under my plan. The cost to get it fixed was about $1100, the warranty was only able to cover $200. I spoke with the customer service and they said they are not designed to cover the full cost for anything. First of all I thought warranty was meant for covering the repair. It wasn't even worth buying the warranty if none of my repair is covered. This is totally scam.

  Business Response

  Date: 07/20/2023

  July 20, 2023
  
  RE:         2013 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:
  
  CARS has reviewed the customer’s
  complaint and determined the mechanical claim was adjudicated correctly within
  the Terms and Conditions of the customer’s attached Vehicle Service Contract
  (“VSC”).
  
  During the adjudication of the
  mechanical claim the customer was provided with two options on how to receive
  the parts for the needed mechanical repairs. The customer had the option to
  have CARS ship CARS’ supplied parts and assist with the labor or take the claim
  allowance and have the repair facility supply the parts. The customer chose to
  take the claim allowance and have the repair facility supply the parts. If the
  repair facilities’ parts were more expensive, the customer was responsible for
  the difference.
  
  The customer is also responsible
  for any difference in labor rate, taxes, and $100 deductible. Here, the labor
  rate at the customer’s chosen repair facility was $134.00/hour and the
  customer’s VSC will assist with up to $60.00/hour on a covered mechanical repair;
  therefore, the customer is responsible for the hourly difference.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 07/20/2023

  [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 unsatisfactory to me.  
  the cars protection plus did not give me any option. Which part of their policy indicates that I have to pay for the repair if it’s “expensive”?  Warranty is supposed to cover the repair at any cost as far as the plan goes it states that repair is covered.

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

• Initial Complaint

  Date:06/28/2023

  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.

  November 2021 i purchased a warranty with the car protection plus i was trying to use the warranty for issues im having with the vehicle and i been getting the run around since long story short the took my money but dont want to honor the contract let alone they are very nasty about it its not right and they get away with it i just want them to fix what's covered and to stop treating customers like they are stupid..

  Business Response

  Date: 07/06/2023

  July 06, 2023
  
  RE:         2012 AUDI A7 3.0T QUATTRO PREMIUM
                 CONTRACT NO.: ********
                 OUR FILE NO.: ******
                 BBB COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The CARS Protection Plus Inc. (“CARS”)
  Customer Care Department is in receipt of the customer’s BBB complaint
  regarding mechanical claims and responds as follows:
  
  On November 04, 2022, a repair facility
  opened a mechanical claim on behalf of the customer’s vehicle requesting a
  water pump, a thermostat and control arm bushings. CARS’ claims adjuster
  explained that control arm bushings are not listed for coverage on the customer’s
  Vehicle Service Contract (“VSC”).
  
  On November 07, 2022, after
  reviewing the Terms and Conditions of the customer’s VSC, CARS’ claims adjuster
  provided authorization for the water pump and thermostat repairs.
  
  This mechanical claim was closed
  on March 22, 2023, when CARS was notified by the customer that the customer had
  removed the vehicle from the repair facility without having the vehicle repaired.
  
  On April 11, 2023, a new repair
  facility opened a mechanical claim on behalf of the customer’s vehicle
  requesting a water pump, ball joints, control arm bushings, struts, an engine
  mount, a valve cover gasket and an EGR valve cleaning. CARS’ claims adjuster explained
  that the control arm bushings, struts, valve cover gasket and engine mount are
  not listed for coverage on the customer’s VSC and explained to the repair
  facility that CARS would be sending a third-party company to inspect the
  vehicle.
  
  The independent inspection of the
  customer’s vehicle took place on April 12, 2023, and the repair facility was
  unable to demonstrate any failures to the vehicle except for the front
  suspension.
  
  CARS’ claims adjuster reviewed
  the inspection report as well as the previous mechanical claim and, on April 19,
  2023, contacted the repair facility and explained that CARS could assist with
  the front six (6) ball joints and the water pump. The repair facility was to
  contact the customer and explain the customer’s options on how to proceed with
  the repairs. The customer had the option to have CARS ship CARS’ supplied parts
  and assist with the labor or take the claim allowance and have the repair
  facility supply the parts.
  
  The next contact CARS received on
  this mechanical claim was from the customer on May 01, 2023, and CARS’ claims
  adjuster explained that CARS was waiting for the repair facility to provide
  CARS with the customer’s decision on how to proceed with the mechanical claim.
  The customer informed CARS’ claims adjuster that he would contact the repair facility.
  
  On May 10, 2023, the repair
  facility contacted CARS and requested a reinspection of the vehicle due to the
  denied rear suspension work. CARS’ claims supervisor explained that the repair facility
  would need to pay the reinspection fee since the repair facility had failed to
  demonstrate a failure of the vehicle’s rear suspension to the independent
  inspector during the initial inspection. The repair facility agreed to pay the
  fee and CARS’ claims supervisor sent a one-time credit card payment form to the
  repair facility via email.  The repair
  facility was instructed to fill out the form and return it to CARS.
  
  On June 16, 2023, the repair
  facility contacted CARS requesting an update on the mechanical claim and CARS
  explained that CARS had quoted an allowance for the approved repairs; however,
  a reinspection had been requested by a repair facility employee and CARS had not
  yet received the payment for the reinspection fee.
  
  On June 28, 2023, the customer
  contacted CARS and CARS’ claims adjuster again reviewed that CARS had quoted an
  allowance for the approved repairs; however, a reinspection had been requested
  by a repair facility employee and CARS had not yet received the payment for the
  reinspection fee.
  
  To date, CARS has not received the
  credit card payment for the reinspection fee or a decision on how the customer
  would like to proceed with the approved repairs.
  
  If the customer’s repair facility
  is unable or unwilling to work with CARS, then the customer will need to take their
  vehicle to a repair facility that is. See highlighted Provision 5. (a.): 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: If Your repair facility is
  unwilling or unable to work with Us, then We reserve the right to require You to
  choose another repair facility.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 07/13/2023

  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:06/26/2023

  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 purchased a vehicle service contract from these crooks on April 19th, 2023. I was sent a brochure that stated among many other things, that motor and transmission mounts were covered.Now, i had my vehicle inspected by Pep Boys, and both the motor mounts and transmission mounts needed replacement... so I had the shop contact cars. They were told they did NOT cover motor and transmission mounts. So, furious, I called after calming myself down, to cancel the contract and get my money back. The man on the phone convinced me to instead try calling their claims department myself and so I tried that. I had all my information ready and I was still told the first time, that they do not cover these mounts. I told them that they do. And then they started acting funny and said although this was the first time they had seen this information, apparently they do cover it and apologized and told me to take my car back to pep boys so that they could get into contact with them and they also stated to me that they would be covering the full cost of that repair, which, in the state of Alabama, constitutes a verbal contract. Now that the vehicle was taken back over there. They have stalled since the tail end of Friday until now(Monday afternoon) at which point I FINALLY receive a call from pep boys stating that once again they have told them they will not cover this, citing something about a 1,000 mile grace period?? Which is completely made up. I had a guy call me and get info from me and was profusely apologetic and stated that it would definitely be covered definitely be repaired!!! And on the assumption that they would be true to their word and their promises, I came out of pocket nearly $500 for a rental car so that i have transport while my car sits at the shop, apparently only to have them continue to play games with me!!! I am livid!!! I want ALL OF MY MONEY back from these clowns. They are scum and 100% waste of money. And time. This entire situation has put me in dire strait

  Business Response

  Date: 07/05/2023

  July
  05, 2023
  
  RE:       2015 KIA SOUL 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 regarding a denied mechanical claim and responds
  as follows:
  
  On
  May 25, 2023, a repair facility opened a mechanical claim on behalf of the
  customer’s vehicle for automatic transmission mounts and engine mounts.
  Ultimately, this mechanical claim was denied as the customer’s attached Vehicle
  Service Contract (“VSC”) had not yet become effective.
  
  When
  opening the mechanical claim, the repair facility reported a failure mileage of
  104,082 and the customer’s VSC does not become effective until the mileage of
  104,484. CARS has highlighted the below information on the first page of the customer’s
  VSC for easy review:
  
   “I
  understand there is a Validation Period and no claim will be honored or paid
  for any failures that occur from the Purchase Date of this Service           Contract
  Application for a period of 30 calendar days and 1,000 miles.”
  
  “Start
  Date: 05/20/2023”
  “Start
  Mileage: 104,484”
  
  Regarding
  the customer’s request for a refund for the purchase of their VSC, CARS has
  attached a cancellation form. If the customer chooses to cancel, the customer
  needs to fill out and return the cancellation form. The refund amount, if any,
  would be determined using the Terms and Conditions of the customer’s VSC. This
  customer has financed their VSC through a payment plan provider; therefore, the
  customer would need to contact their payment plan provider directly for any
  refund information.
  
  CARS
  hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The
  Customer Care Department
  la
  
  Attachments

• Initial Complaint

  Date:06/21/2023

  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 used car and warranty on the same day.The warranty clearly covers the parts the car needs .It's been 3 months and my cars has been kicked out of 2 garage's about to be 3 . They have received pictures and had a in person auditor look at the car.The mechanic was made to send more pictures and was sent this past Thursday it's been a week and they continue to tell me that they haven't received the email.My contract number is ******** I just want this resolved!

  Business Response

  Date: 06/29/2023

  June 29, 2023
  
  RE:         2010 CHEVROLET MALIBU LS
                 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
  regarding mechanical claims and responds as follows:
  
  There were two (2) mechanical
  claims opened on behalf of the customer’s vehicle:
  
  On March 24, 2023, a repair
  facility opened a mechanical claim, requesting a timing chain and timing gears.
  
  On April 04, 2023, CARS’ claims
  adjuster contacted the repair facility and provided authorization for the
  repairs. CARS’ claims adjuster explained to the repair facility how to submit
  the final invoice to receive payment in the authorized amount after the repairs
  were completed.
  
  CARS received no further contact
  from this repair facility and, on April 27, 2023, called the repair facility
  for an update. The repair facility informed CARS that the customer had removed
  the vehicle without having it repaired; therefore, the mechanical claim was
  closed.
  
  On May 15, 2023, a different
  repair facility opened the second mechanical claim on behalf of the customer’s
  vehicle, requesting an engine replacement. CARS’ claims adjuster explained that
  the cylinder head needed to be removed so that pictures of the damage could be
  obtained and submitted to CARS.
  
  On May 18, 2023, CARS received
  pictures; however, the pictures were not what CARS requested and did not
  demonstrate a failure to the vehicle that would establish the vehicle now
  requiring an engine replacement instead of just the timing chain and guides
  requested by the previous repair facility.
  
  On May 22, 2023, CARS claims
  adjuster contacted the repair facility and again requested the repair facility remove
  the cylinder head and submit pictures of the bent valves.
  
  On June 12, 2023, CARS had still
  not received the requested pictures and contacted the repair facility for an
  update. The repair facility told CARS’ claims adjuster that they had the
  pictures and would send the pictures later that day.
  
  On June 23, 2023, the customer
  contacted CARS and asked CARS’ claims adjuster if the pictures had been
  received. CARS’ claims adjuster explained that the pictures had still not been
  received. CARS’ claims adjuster then contacted the customer’s repair facility
  and verified that the repair facility had the correct email address to submit
  the pictures to. The repair facility verified the email address and stated they
  would send the pictures shortly.
  
  To date, CARS still has not
  received the requested pictures.
  
  If the repair facility is unable
  or unwilling to submit the requested diagnostics information, CARS cannot
  assist. CARS has highlighted this information in the customer’s attached
  Vehicle Service Contract 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…
  
  The customer can also obtain the
  pictures from the repair facility and submit the pictures to CARS via email at [email protected]. The customer will need
  to be sure to provide identifying information in the email such as a contract
  number or the last 8 of the vehicle’s VIN so that CARS can determine which
  mechanical claim the pictures are for.
  
  Please note that the customer’s
  VSC expired by date on May 23, 2023; therefore, the customer should not remove
  his vehicle from the repair facility that opened the mechanical claim on May
  15, 2023 as the current claim will close and a new claim cannot be opened.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:06/18/2023

  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 purchased a value plus protection plan for a used vehicle 5/9/2021 for $1200.00 from CARS Protection Plus, Contract#********* it was to cover ball joints and struts I took my car to Midas auto service on 9/23/2022 was told I needed the repairs they contacted CARS and was told it does cover the repairs but would only pay $177.58 for repairs. When I purchased the protection package to say they would pay $177.58 doesn’t even start to cover the repair. I feel as I’ve been scammed out of $1200.00!

  Business Response

  Date: 06/20/2023

  June 20, 2023
  
  RE:         2012
  CHEVROLET EQUINOX 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 regarding a mechanical claim and responds as follows:
  
  CARS has reviewed the customer’s complaint and determined
  the mechanical claim was adjudicated correctly within the Terms and Conditions
  of the customer’s attached Vehicle Service Contract (“VSC”).
  
  Struts are not listed for coverage on the customer’s VSC.
  
  On March 17, 2023, a repair facility opened a mechanical
  claim on behalf of the customer’s vehicle for ball joints with control arms. On
  that same date, CARS’ claims adjuster provided authorization for the repairs.
  
  Some of the customer’s out of pocket expenses including
  non-covered costs, specifically: 1) The labor rate at the customer’s chosen
  repair facility is $135.00/hour and the customer’s VSC will assist with up to
  $70.00/hour on a covered repair; therefore, the customer is responsible for the
  hourly difference. 2) The customer responsible for taxes. 3.) The customer is
  responsible for a $100 per claim deductible.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment
  

  Customer Answer

  Date: 07/05/2023

  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 do not agree the company I chose was changing  $1267.39 to repair ball joints balls joints are covered and the deductible is not a problem for me to pay. C.A.R.S only wanted to pay $177.58 the Authorization code is ********** the service person told Midas this was the amount they would pay. I bought the protection plus plan because it stated it would cover the cost of the bill.

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

• Initial Complaint

  Date:06/05/2023

  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 purchased my 2017 yukon Denali in 2020 with 35,000 miles. At that time I also purchased a $0 deductible 5 year unlimited miles level 3 warranty through the dealership from Car Protection Plus. On May 11 2023 I took my Yukon to the dealership for service. I had 2 front wheel bearings bad and a collapsed lifter that damaged the cam shaft. After a full week of waiting for approval, Cars gave authorization for the repairs but stated they would not cover several items that were required to be replaced do to not being able to be re used. They also refused to pay for the tax on the repairs. The items that they refused to pay for were: 1 sparkplug, 1 filter, 3 fuel lines and 10 bolts that the dealership informed me all were required to be replaced/one time use. Those parts and tax total $457.02. I have the full contract for the warranty and no where does it say any of those items are excluded, even the tax. There are exclusions listed in the contract, but none of my unpaid for items are listed. Contract **********. I talked to several people with the company and they all told me they would not cover these items. The contract has terms and conditions, disclosures and exclusions, none of which remotely indicate not covering these items. I demand that Cars Protection Plus honor their contract with me and reimburse me the full $457.02 making me whole in all regards of this legally binding contract.

  Business Response

  Date: 06/07/2023

  June 07, 2023
  
  RE:         2017 GMC YUKON DENALI
                 CONTRACT NO.: *********
                 OUR FILE NO.: ******
                 BBB COMPLAINT: ********
  
  Dear BBB of Western Pennsylvania,
  
  The CARS Protection Plus Inc. (“CARS”)
  Customer Care Department is in receipt of the customer’s BBB complaint and
  responds as follows:
  
  The customer’s attached Vehicle
  Service Contract (“VSC”) is not an exclusionary level of coverage; therefore,
  does not have a list of exclusions. The customer’s VSC is an inclusionary level
  of coverage, meaning there is a complete list of covered components in the
  Terms and Conditions. If a component is not listed, then it is not covered.
  CARS has highlighted Provision 3. (a.):  
  
  3. COMPONENTS
  AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): a.
  Unless You have chosen LEVEL 4 coverage, components not listed on Your SCHEDULE
  OF COVERAGE, regardless of failure.
  
  The sparkplug, filter, fuel lines
  and bolts the customer has requested assistance for are not listed for coverage
  on the customer’s VSC; therefore, CARS was/is unable to provide assistance for
  these components.  
  
  Regarding the tax the customer
  stated is not excluded, CARS has highlighted Provision 3. (r.):
  
  3. COMPONENTS
  AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): r.
  Taxes and NON-covered repair facility charges.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 06/08/2023

  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:05/27/2023

  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 purchased a used car from Title and Aquisitions in El Paso Texas. It was a 2011 Dosge Nitro Heat with 188,200 miles. It came with a Cars Protection Plus Power-Train warranty that covers defects in the engine. Soon after the purchase the engine light came on so I took to a machanic. They told me to change the spark plugs but they also found an engine knock. The machanic and I filed a claim with Cars Protection Plus for a new engine because the engine knock is bad enough that it will kill my engine. Cars Protection Plus said they would not cover the claim because they asked me if I could hear the noise prior to buying the car. I said yes because I have ears and can hear it but I'm not a mechanic so I don't know what I am listening to. They denied my claim saying it was a preexisting condition on a car that was at 191,000 miles at that point. I have multiple arguments of evidence that I had a valud but they denied me my service. I bought a car and it was messed up and they won't help me with warrenty. I honestly think no matter what I said they were trying to twist my words so they wouldn't pay.

  Business Response

  Date: 05/31/2023

  May 31, 2023
  
  RE: 2011 DODGE NITRO HEAT
  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 regarding
  a denied mechanical claim and responds as follows:
  
  CARS has the recorded phone
  conversation in which the customer states he heard a knock in the engine on the
  test drive, he asked the selling dealer about the knock, and the selling dealer
  told the customer that the vehicle had engine issues. BBB’s portal would not
  allow for that file type to be attached to CARS’ response.
  
  The customer also admits in his
  complaint to the BBB that he knew the vehicle had issues prior to purchasing
  it.
  
  The customer’s attached Vehicle
  Service Contract clearly states that pre-existing conditions are not covered.
  See highlighted Provision 3. (b.): 3. COMPONENTS AND EXPENSES NOT COVERED
  (Applies to all SCHEDULE OF COVERAGE levels): b. Pre-existing Conditions
  are not covered under any circumstances.
  
  CARS has reviewed the mechanical
  claim and based on the above information, stands by CARS’ original decision per
  the Terms and Conditions of the customer’s Vehicle Service Contract.
  
  CARS hopes this information was
  helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:05/26/2023

  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.

  Purchased a pickup in August 2022 and was provided vehicle protection service by the dealer, ACME Auto sales, Scranton, Pa. The contract number is ********. The price was $498. The water pump needed replacement in March 2023. The mechanic followed the procedure outlined by CARS and got a work order ************ CARS is only willing to pay $181.96 of a $608.84 bill. They stated no money would be paid until I signed a paper that would be emailed to me. This was in April 2023. As of May 26, 2023 I still have not received any paperwork. ****** from ACME Auto Sales even called their salesman number and was told the papers would be emailed. Have not been able to contact anyone who can answer my query.

  Business Response

  Date: 05/30/2023

  May 30, 2023
  
  RE:         2013 RAM
  PICKUP 1500 TRADESMAN
                 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 sent the Parts & Labor release the customer is
  referring to via the email address provided in the customer’s BBB complaint
  three (3) times, specifically on April 13, 2023, April 18, 2023, and May 18,
  2023, and never received the signed form. CARS has attached the three (3)
  emails with delivery receipts, proof the customer received all three (3) of
  CARS’ emails with the attached form.
  
  CARS has attached the Parts & Labor release. Please have
  the customer sign and return the Parts & Labor release using the email
  address provided on the form.
  
  Once CARS receives the signed Parts & Labor release,
  payment will be made to the customer’s repair facility in the authorized
  amount.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachments

  Customer Answer

  Date: 05/30/2023

  [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,
  
  
  
  ****** *******-I never received any of the emails either in my normal email or spam folder. I was able to print the form from the first attachment in the response to my complaint and I will complete and fax it to CARS. Hopefully this will resolve the issue.

• Initial Complaint

  Date:04/26/2023

  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.

  3/23/22: I purchased a 2016 Chevy Trax for ******* **** ****.
  3/23/22: I purchased a Value Plus 24 months/unlimited mile warranty through C.A.R.S for this vehicle.
  2/24/23: My car broke down.
  2/24/23: 2016 Chevy Trax was taken to Grey's Garage.
  3/6/23: Grey's Garage was able to diagnose that the engine only had one of the four pistons firing and the entire engine would need to be replaced.
  3/10/23: Still waiting to hear anything from the warranty company.
  -The specific dates from here I am unsure of: At this point C.A.R.S kept requesting that the shop continue to break down the engine more, even though they already stated the entire engine needed to be replaced. (The shop has emails showing the pictures C.A.R.S continued to request)
  -C.A.R.S does not, and will not cover any of the breakdown of the engine.
  -With this company not covering the breakdown, but still requesting the shop to break down the engine more to end the end, still needing to replace the entire engine.
  - Due to this I have been left with a bill of $4,750.00, as of right now, as the car has still yet to be fixed because of the delay C.A.R.S has given the shop.
  -C.A.R.S is only covering 2,700.00 as I have a $100.00 deductible.

  Business Response

  Date: 04/28/2023

  April
  28, 2023
  
  RE:        2016 CHEVROLET TRAX LTZ
                 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
  March 10, 2023, a repair facility opened a mechanical claim on behalf of the
  customer’s vehicle stating they believed the vehicle had jumped time but were
  unsure and would have to tear the vehicle down to verify. CARS’ claims adjuster
  requested the repair facility obtain the customer’s authorization to perform
  the tear-down and then contact CARS with the cause of failure and extent of
  damage to the vehicle.
  
  The
  next communication on this mechanical claim was on April 04, 2023, when CARS’
  claims adjuster returned a voicemail to the customer. The customer requested an
  update on the status of the mechanical claim and CARS’ claims adjuster
  explained that CARS was still waiting for the repair facility to provide the cause
  of failure and extent of damage to the vehicle. CARS’ claims adjuster also
  explained to the customer that the tear-down charges were not covered on the
  customer’s attached Vehicle Service Contract (“VSC”); therefore, the customer
  would be responsible for the charges. See Provision 3. (e.): COMPONENTS
  AND EXPENSES NOT COVERED (Applies to all SCHEDULE OF COVERAGE levels): Diagnostic
  and tear-down charges, except as previously stated.
  
  On
  April 07, 2023, the repair facility called CARS’ claims adjuster and stated
  that the vehicle had only been partially torn down as the repair
  facility was trying to save the customer money. The repair facility stated that
  the vehicle had jumped time. CARS’ claims adjuster asked the repair facility to
  determine if the pistons were damaged to the point that an engine replacement
  was needed or if the vehicle would only need a valve job.
  
  On
  April 11, 2023, the repair facility contacted CARS’ claims adjuster and said
  that the pistons were fine, and the cylinder head looked fine but would
  need to be sent to a machine shop for more information; however, the repair facility
  had not sent the cylinder head to a machine shop as they were again trying to
  save the customer money. CARS’ claims adjuster explained that the vehicle’s
  cylinder head would need to be checked to verify it could be used.
  
  On
  April 13, 2023, the customer’s repair facility contacted CARS and stated the cylinder
  head was damaged and the vehicle would need an engine replacement. CARS’
  claims adjuster requested the repair facility send pictures AND an estimate for
  the cost of the repairs. It was not until this date that the repair facility
  provided CARS with the requested tear-down information to include the cause of
  failure and EXTENT OF DAMAGE. See Provision 5. (c.): 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: Your repair facility must perform a
  proper diagnosis to determine the cause of failure and extent of damage…
  
  On
  April 13, 2023, CARS received pictures from the repair facility; however, no
  estimate was received.
  
  On
  April 21, 2023, the repair facility contacted CARS and CARS’ claims adjuster
  explained that CARS had received the pictures but was still waiting for the
  estimate.
  
  On
  April 24, 2023, CARS received the estimate.
  
  On
  April 25, 2023, CARS’ claims adjuster contacted the repair facility and explained the customer’s options on how to proceed
  with the repairs. The customer had the option to have CARS ship CARS’ supplied
  parts and assist with the labor or take the claim allowance and have the repair
  facility supply the parts.
  
  On April
  26, 2023, after speaking to the customer, the repair facility contacted CARS’
  claims adjuster and said the customer would be using the claim allowance. CARS’
  claims adjuster gave authorization for the repairs on that same phone call.
  
  CARS has
  reviewed the customer’s complaint and mechanical claim and determined CARS did
  not cause a delay in the processing of the mechanical claim. The repair
  facility has been friendly and a pleasure to work with and CARS certainly understands
  their desire to keep the customer’s costs down; however, the repair facility not
  providing the needed diagnostic information is what caused the delay in this
  mechanical claim.  
  
  Regarding
  the customer’s question about owing more to the repair facility than the
  $100.00 per mechanical claim deductible: The deductible is taken off the
  authorized repair amount and does not apply to non-covered costs on the
  customer’s VSC. See Provision 4. (k.): PROVISIONS OF THE SERVICE CONTRACT: 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 the above timeline and VSC information was helpful to your inquiry.
  
  Sincerely,
  
  The
  Customer Care Department
  la
  
  Attachment

• Initial Complaint

  Date:04/25/2023

  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.

  Was sold a 2 year cars protection plus program with vehicle purchase. Was only going to purchase 1 year, was told if I did a 2 year contract and got rid of the car prior then I would receive a refund for the prorated amount. I now have been told that this was incorrect and will not be issued a refund. This company claimed the dealer was an authorized user yet takes no responsibility for how they solicit the contracts.

  Business Response

  Date: 04/27/2023

  April 27, 2023
  
  RE:         2012
  NISSAN FRONTIER SV V6
                 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
  regarding cancelling their Vehicle Service Contract (“VSC”) and responds as
  follows:
  
  The Terms and Conditions of the
  customer’s attached VSC have not changed since purcahse. See highlighted
  Provision 7. (c.): 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. 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.
  
  Regarding the customer’s
  statement that the car dealership where the VSC was purchased conveyed different
  cancellation provisions, this would need to be addressed with the car
  dealership.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la
  
  Attachment

  Customer Answer

  Date: 04/27/2023

  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.
  
  
  
  The business is refusing to acknowledge that a dealer sold me the warranty and even had me extend a year stating it would be eligible for refund at any point within the 2 year contract. This dealer is an authorized dealer for this warranty and is using unethical soliciting practices to sell this product and the company CARS is taking no responsibility 
  
  
  
  Regards,
  
  
  
  ******* *****

  Business Response

  Date: 05/01/2023

  May 01, 2023
  
  RE:         2012
  NISSAN FRONTIER SV V6
                 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 about the car dealership they purchased their Vehicle Service
  Contract (“VSC”) from and responds as follows:
  
  It is the consumer’s
  responsibility to read the Terms and Conditions of a VSC prior to agreeing to
  them.
  
  Per CARS’ original response
  issues with the car dealership where the customer purchased their VSC would
  need to be addressed directly with that business. CARS cannot respond on their
  behalf.
  
  CARS hopes this information was helpful to your inquiry.
  
  Sincerely,
  
  The Customer Care Department
  la