ComplaintsforExpress Protect, LLC

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Received both an email and mail correspondence from sender indicating “*** ** ********”. The information within each contained my name, email, and specific details on an automobile I own such as the VIN and mileage, and information on my last vehicle service which was indeed at *** ** ******** Virginia. The information within the email and letter included the header “*** ** ********”, and the etter was also signed “******* ****, General Manager.” This is a scam as the phone number included is NOT *** ** ********, nor was the letter sent by ******* **** of ******** ***, but from “Express Protect” an aftermarket insurance seller, attempting to mislead the public by misrepresenting who the information actually came from. The phone number lookup took me to the BBB site, where other complaints about this company have been filed. This is blatant attempt to mislead the public.

  Business response

  07/25/2023

  Our company does have a partnership with ****** ******(the parent company that owns *** ** ********).  This program is setup and approved with each ****** dealership. We are marketing vehicle service contracts for them.  The manager of each dealership is aware of the program and gives us their permission to use their signature on the marketing materials.  All of the information that we have(VIN, mileage, date of repair, customer address, etc) is provided directly from the dealership to us.  I would be happy to have the General Manager of the dealership--******* *****--contact you directly to confirm that this is a legitimate service and not any type of scam.  I can also remove your information from our database if you do not wish to be contacted in the future for any reason by us.

  Customer response

  07/25/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  Even if Express Protect LLC has the right to use ******** **** information, the emails and letters are deceptive and misleading.  The information “appears to originate” from ******** ***, as this is the header in the email and written on both the mailing envelope and the enclosed letter.  However it is NOT sent by ******** ***, and there is no reference whatsoever that this is an aftermarket service, and no mention of Express Protect LLC anywhere.  
  

  The manner in which this information is presented to the consumer is deceptive and misleading.
  
  Sincerely,
  
  ******* ***********

  Business response

  07/28/2023

  Please see the bottom of the email that the customer stated he received from us in his original complaint.  It clearly states that the correspondence has come from Automotive Product Consultants(our company) on behalf of *** ** ********.  Our disclosure fully describes who we are, what this is for, and the connection to the dealer. 

  Customer response

  07/28/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I did not file a complaint when I received the email, I just deleted it as the spam it is.  I filed a complaint after I received a follow on letter with “*** ** ********” at the top, and references within that make it appear to have originated at *** ** ********, and sent by the general manager of *** ** ********.

  There is no reference to any other company on the letter.

  The letter also has the header that states “response to this notice requested, which I am doing by filing the complaint.

  
  Sincerely,
  
  ******* ***********

• Initial Complaint

  10/12/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company called me from a local number and gave me the impression that they were affiliated with the dealership that I bought my car from. The specialist, ******, seemed nice at first and explained that I would be approved to renew my vehicle's protection plan despite my insistence that I wanted to take time to review all the details. I told him that I did not have time to review it now and would like to set up an appointment or call back at a later time. He became very pushy and started talking past me just repeating how easy it is to get me set up. I told him I needed to go and what started as polite quickly became distasteful as he completely ignored me. It seemed very strange so I asked him to confirm which co. he worked for. He said it was not the dealership and was in fact express protect. If their sales tactics are this shady I'm sure the actual protection plan is junk.

  Business response

  10/17/2022

  To Whom It May Concern,
  On October 12th, 2022, we contacted *** ******* ******* regarding the expiration of his vehicle protection plan and offered him an opportunity to renew coverage on his 2016 Honda Civic.  *** ******* told our representatives that he was waiting on another call and might have to disconnect the call quickly but was interested in hearing about his options. We are sorry to hear that *** ******* felt at any time that our representative was “pushy” or was not listening to him.

  
  Express Protect, LLC strives to provide the best Customer Service experience possible. We stand behind the invaluable peace of mind a vehicle protection plan provides and assure *** ******* that Express Protect, LLC is a legitimate company that works with AutoNation renewals and superior protection plan administrators.

  
  Upon receipt of *** ********* request for no further contact, he was placed in our ‘Take Me Off the List’ status to ensure no future contact attempts are made.

  
  We apologize for any inconvenience this may have caused. 

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company repeatedly contacts me claiming that I need to renew my warranty (which is not due for a year) and claiming to be the dealer (either ******* ***** or **********). They are neither, and don't have ANY affiliation with either group. They have no right to contact us with these spam messages, either. This is fraudulent advertising -- the dealer has confirmed that they're unaffiliated, and they are being investigated by our dealer.

  Business response

  08/25/2022

  I do see that we have made a few attempts to contact *** ***** in regards to his coverage on his vehicle.  I have removed his name from any future mail or email contact in the future.  However, I would like to state for the record that we do have an affiliation with **********.  We work in conjunction with them for all of their dealers throughout the US.  It sounds like the person he spoke with at the dealership may not be aware--which sometimes happens.  But if he were to contact the corporate headquarters, they could verify that we do in fact represent them and are allowed to contact them on behalf of **********.  We have been their partner for over 6 years.  The GM at every dealership is 100% aware of the program. 

  Customer response

  08/30/2022

  Better Business Bureau:
  
  

  I have reviewed the response made by the business in reference to complaint ID ********, and the information is satisfactory if it is correct. My service guy at ******* ***** says they called corporate and talked to the GM, and that this company is not an authorized provider. Unfortunately, I don't have time to try to investigate further. 

  I still consider the email correspondence to be misleading:

  1- They make is seem as if my warranty is about to expire and give a deadline for responding of September 1. There is no deadline. 

  2- They don't know my current mileage (even though I had repairs recently) or how much time I have left on my warranty. I've been receiving these notices for months and my warranty isn't up until mid-2023.

  They also refer to me as "***** ******".

  - ****** *****

   

  
  Sincerely,
  **** *****

*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. ↩