ComplaintsforAutoProtect USA LLC

Auto Warranty Services

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Initial Complaint
08/12/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have purchased a auto service repair contract through AUTOPROTECT OCTOBER 19. 2022 contract number- CGC27439282. On 05/16/2024 My car check engine light came on so I took it to my regular auto repair shop to diagnose i told them i have a service contract with Autoprotect they do work with them so they asked for me to drop off an they will reach out to both parties once the car is diagnosed. They called told me I have a underboost code P0299 and after further testing deemed the turbo needed to be replaced. Days has passed the shop did work with the auto protect getting all the information, On 06/12/2024 They called the shop and declined the repair stating the impeller needs to be inspected in order for them to make a final decision. To remove and inspect the integral part of the turbo is to costly, I contacted the dealer they said no such thing exist to condemn the turbo the underboost code is suffice according to there repair guidelines, The items listed covered parts on their policy states the turbo is covered as it states on the contract,The turbo and is throwing off a check engine p0299 (underboost) the auto shop and THE MANUFACTURER OF THE *** says a turbo replacement is the correct repair for this issue. All I want is for them to honor the agreement
Business response
08/15/2024
Thank you for bringing your concerns to our attention.

While we want to help resolve your claim issues, please note that, as the policy broker, we do not have jurisdiction over claims.

For further resolution of your claim, please contact *********************** directly. They are responsible for managing claims on your vehicle, and their adjuster has spoken with your repair technicians.

We apologize for any inconvenience this situation has caused. To address your complaint, one of our customer service representatives will contact you directly to provide further explanation and assist in facilitating a resolution.

If there's anything you need assistance with, please contact me at *******************************************.

Best regards.
Customer response
08/15/2024
Complaint: 22128354

I am rejecting this response because:
The warranty I purchased for over $4,000.00 ,was with AUTOPROTECH NOT "Carguard"...

Regards,

*************************
Business response
08/19/2024
Were sorry our previous response did not meet your expectations. To further clarify the roles of the parties involved and help direct your complaint appropriately:

AutoProtect USA is a third-party policy brokerage. We sell *************** Contracts to individuals on behalf of administrators, similar to how banks and car dealerships sell them. All of APUs agents are licensed with the ***** APU handles sales, cancellations, and provides policy information for vehicle service contracts.

CarGuard is a *************** Contract administrator. They are responsible for handling claims and managing their customer service department. Communications regarding claims are primarily handled between the mechanic and ***************************** ******** manages claims adjudication, payouts, and communications involving claims.

At the time of writing this message, our representative **** is assisting you with resolving your claim issue with CarGuard. Please let us know how we can address your complaint to your satisfaction. Feel free to reach out to me directly at **************************************************.

Best regards.
Customer response
09/02/2024
Complaint: 22128354

I am rejecting this response because:even if Autoprotect "farmed out or assigned the claim to CarGuard" my money and contract was with AutoProtect! Teh actual Manufacturer of the car, ***** service department Manager tells us that it is NOT necessaryto break down the turbo to see further whatever when the computer "error code" clearly states the turbo needs to be replaced. It just does not make any sense to have this done, around $1,200.00 for this service when the code from the cars computer says what it is! This is now going on over 5 months of dragging their feet in what looks like an attempt to have us give up. PLEASE HELP!!!!!

Regards,

****** ******
Business response
09/04/2024
We apologize that our responses have not met your expectations.

We are committed to assisting you and resolving your issue. Please understand that our company does not process claims. As a third-party seller on behalf of ***********************, we do not handle claims directly and do not have claims adjusters on staff at AutoProtect USA. We also cannot assign or forward claims to ********, as we have no control over the claims process. Our role is limited to handling sales, cancellations, and providing policy information for *********

Our latest records show that our customer service representative, ****, has contacted both you and CarGuard. He successfully arranged for ******** to assign an adjuster and reopen your case. We hope this demonstrates our commitment to resolving your complaint.

We do not want you to feel abandoned or think that we are delaying the process. Our goal is to direct your complaint to the appropriate party so that your claim can be resolved promptly. We understand the impact this situation has on you and are ready to support you in any way possible. If you have further questions or need additional assistance, please contact me directly at ****************************************************************************.

Best regards.
Customer response
09/04/2024
Complaint: 22128354

I am rejecting this response because: I purchased this plan from Auto Protect not car guard I paid approximately $4400 to Auto Protect for a premium bumper to bumper warranty, Car Guard denied the claim due to breakdown of component which no one in the industry will do. This is an internal failure of the Turbo. If you cannot honor the turbo replacement I want my money that I paid to Auto Protect refunded back to me and I will be satisfied. Two options: Replace Turbo under the agreed contract or refund my money.
Regards,

****** ******
Business response
09/13/2024
We apologize that our responses did not meet your expectations.

We understand the options you have outlined for resolving this complaint. Please note that the approval of the claim can only come from ******** Administration.

If you wish to cancel the policy you purchased through AutoProtect USA, we can proceed with the cancellation and process a pro-rated refund on your behalf.

Whether it's assisting with ********* claims process to resolve this claim or canceling your policy, we are prepared to proceed according to your preference. Please feel free to contact me directly at **************************************************************************** with any additional questions.

Best regards.
Customer response
09/17/2024
Complaint: 22128354

I am rejecting this response because:
I will need to know what the dollar amount will be for a refund? I will examine that against replacement dollars. I look forward to hearing from you.
Regards,

****** ******
Business response
09/20/2024
Our cancellation calculator estimates approximately $2,096. However, this figure is subject to adjustments based on the administrative breakdown and the actual cancellation date. Typically, the estimate is fairly accurate, unless there have been claims paid or if the administrative team reports a significantly higher mileage.
Please feel free to contact me directly at **************************************************************************** with any additional questions.

Best regards.
Customer response
09/23/2024
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.
I will accept the exact figure of $2,096.00 and am cancelling my contract as of today. (9/23/2024). May I expect my check within 7 to 10 business days? Please let me know.

Regards,

****** ******
Initial Complaint
07/24/2024
Complaint Type:
Product Issues
Status:
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.
We purchased an extended warranty for our car and then we purchased another new car. We are trying to get the refund due us for the early end of the warranty. We filed in ****, 2024. We called in July to find out where the refund is and we were told at the end of July. We called July 15 and we were told it would be mailed by July 19. We called again today and we are told it could be another month. All we want is the refund we are due.
Business response
08/01/2024
We understand your frustration with the delay in receiving your prorated refund. We apologize for the inconvenience this situation has caused.

I will escalate this issue internally and ensure that it receives immediate attention from our management team. Rest assured, we will prioritize your refund and expedite the process to resolve this matter as quickly as possible.
While we understand this doesn't fully mitigate the frustration caused by the delay, please know that your refund will be on its way. For updates, follow up questions, or if there's anything else you need assistance with, please contact me directly at **************************************************.

Thank you for bringing this to our attention. We appreciate the opportunity to respond.

Best Regards.
Customer response
08/02/2024
Complaint: 22037855

I am rejecting this response because: I have been told three different times that my refund would be processed in a timely manner and here we are again with same response!

Regards,

***********************
Business response
08/09/2024
We apologize that our response did not meet your expectations. We understand your frustration and regret the inconvenience that you are experiencing.

Currently, we are awaiting a report from CarGuard, your policy administrator. The administrators report releases liability and determines the refund amount. Once we receive this report, we will promptly issue your refund check and mail it to you.

Upon receipt of your cancellation letter on 5/15/24, the report should have been requested from CarGuard within a few days. We regret that this process was not initiated promptly. Recently, we have restructured our administrative team and enhanced our procedures to prevent similar issues in the future.

Upon receiving your BBB complaint, we immediately submitted the request to CarGuard and expedited your refund process. Typically, ******** takes about two weeks to provide us with their report.

I will personally monitor your file daily and actively facilitate progress until your refund is processed. I will provide you with another update at the earliest opportunity.

Thank you for your patience and understanding. Please feel free to reach out to me directly at ************************************************** for updates or if you have any further questions.

Best regards.
Initial Complaint
06/20/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am receiving telephone calls every day from "AutoPro". I have answered the first few calls telling the salesperson I am not interested in anything being offered. The sales rep will keep insisting that I need their services until I hang up. I advised company to put me on their no call list and they acknowledge that they will but the next day I receive more calls. I am now receiving fake ID calls from them so that I can answer phone call. Every day the caller ID shows different numbers and cities from this company in order to trick me into answering.I will be filing a complaint with the ************************ FOR VIOLATION OF Telemarketing Sales Rule.The TELEMARKETING SALES RULE prohibits telemarketers from calling you if you've stated that you don't wish to receive calls from them or your telephone number is on the national do not call registry.
Business response
06/21/2024
Thank you for bringing this issue to our attention. However, it appears there may be confusion as we are not associated with AutoPro. Our company, AutoProtect USA, does not engage in outbound sales calls.

According to our records, AutoProtect USA has not contacted you since 8/14/2023. To address your complaint, we will cease all future communications and ensure you are removed from our marketing campaigns. For a complete resolution, we recommend contacting AutoPro's customer service or compliance department directly.

We apologize for any inconvenience this situation has caused and hope you are able to swiftly resolve it with AutoPro.

Best regards.
Customer response
06/21/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*********************************
Initial Complaint
05/20/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I've been receiving unsolicited mail for auto protection. I read through the companies Privacy Policy and the 'click here' lick to opt out of communication and to have my data removed from their list did not work. I contacted the number listed in the privacy policy, and it went to a sales rep and not a department. The sales rep tried to get information from me rather than addressing my interest to have my name and information removed from their database to no longer receive any information from them about their services.Rep advised I may receive something in the mail next year to let me know of rate increases. I advised the purpose of my call was to receive no remaining information in the future from them about their services. The process of opt-out or requesting to remove someone's name from their data base does not seem to be legitimate, therefore I want to report this business.
Business response
05/24/2024
We apologize for the inconvenience. To address your complaint, we have taken the following steps:

1. We have removed you from our contact list and marketing campaigns.
2. We will cease all future communications with you.

Please note that we may be unable to prevent additional mailings that have already been processed. Additionally, while other companies may send you offers, rest assured they will not be from us.

If you have more concerns, please reach out.

Best regards.
Initial Complaint
05/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I keep getting notices from ************************** extended warranty for a vehicle I have never purchased and will not purchase.When I call the number ************ on the letter, no response. I am getting sick and tired of these letters for a vehicle I have never purchased and will never purchase.
Business response
05/17/2024
We apologize for the inconvenience and have taken the following steps to address your complaint:

1. We have removed you from our contact list and marketing campaigns.
2. We will cease all future communications with you.

Be aware that we may be unable to prevent mailings that have already been processed. Additionally, while other companies may send you offers, rest assured these will not come from us.

Regarding your requested fee, please understand that we cannot provide money that was never invested in a policy with AutoProtect USA.

If you have more concerns, feel free to reach out to us.

Best regards.
Initial Complaint
05/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was paying a monthly payment to usa auto protection for an extended warranty on my vehicle for about two years. however my car is needing parts fixed and the conpany is telling me that they are not going to fix my vehicle because i drove my car to the dealer ship to be looked at. so now i cannot get the coverage that i was paying for or have the pats fixed because they do not want to cover it after i have been paying for this warranty all along can someone please help me.
Business response
05/17/2024
Thank you for bringing your concerns to our attention.

While we want to help resolve your claim issues, please note that, as the policy broker, we do not have jurisdiction over claims.

For further resolution of your claim, please contact SunPath Administration directly. They are responsible for managing claims on your vehicle, and their adjuster has spoken with your repair technicians.

We apologize for any inconvenience this situation has caused. To address your complaint, one of our customer service representatives will contact you directly to provide further explanation and assist in facilitating a resolution.

If there's anything you need assistance with, please contact me directly at ************************************

Best regards.
Initial Complaint
04/16/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We canceled a policy for my elderly dad on January 3, 2024. We then submitted a written request to cancel which was received on January 8. We have contacted the company on February 16 and spoke with ****** and she informed us the refund check would be mailed end of March. We then called on March 20 and spoke with ****** and were informed it would be in the next set of checks mailed out that week. He said he flagged it for immediate release. We then called on April 2 and spoke with *** he said since it had been a holiday weekend the checks may not have gone out and to give it to the end of May. We called again on April 5 and spoke with *** and he was very short with us and we ask to speak with a manager. We were surprisingly disconnected but then contacted by a manager who stated check would be mailed out that Friday. We called back again on April 15th and asked to speak to manager. We were informed that the person in charge of refund checks had been let go and they are behind in sending out checks but ours is marked for immediate printing. The entire situation has become ridiculous and we believe this company is scamming us out of our money.
Business response
04/22/2024
We understand your frustration with the delay in receiving your prorated refund. We apologize for the inconvenience this situation has caused.

I will escalate this issue internally and ensure that it receives immediate attention from our management team. Rest assured, we will prioritize your refund and expedite the process to resolve this matter as quickly as possible.

While we understand this doesn't fully mitigate the frustration caused by the delay, please know that your refund is on its way. If there's anything else you need assistance with, please contact me directly at *******************************************.

Thank you for bringing this to our attention. We appreciate the opportunity to respond.

Best Regards.
Customer response
04/22/2024
Complaint: 21580681

I am rejecting this response because:
We contacted the company again today to check the status of the refund check because the manager told us last Monday it would be sent out in the next set of checks which go out on Friday. He stated we would receive a call with check number when it was sent. We were told today that it is now set to go out with next set of printed checks which could be this Friday or possibly next. This is the once again absolutely ridiculous and we continue to be given the run around with each passing week and call. The manager also stated we could give him our banks routing number and account information to expedite the refund. We stated that would NOT be an option we would choose since that is how they took advantage of us to begin with. Please send us our refund immediately. Thank you.

Regards,

*************************
Business response
04/26/2024
We apologize for any inconvenience caused by the processing delays, and we understand your frustration.

Our management team has successfully addressed the delays regarding your refund. The check (#****) in the amount of $3,475.90, has been processed and mailed out as of 4/25/24. Kindly allow time for postal delivery.

Should you not receive the check within two weeks, please inform me at ******************************************* so that I can investigate the delay.

Best regards.
Customer response
04/26/2024
Complaint: 21580681

I am rejecting this response because:
I will accept the companys response only when I receive the check with my refund and I have the money owed to me in hand.

Regards,

*************************
Customer response
05/01/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

*************************
Initial Complaint
03/19/2024
Complaint Type:
Order Issues
Status:
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.
Contract #: CGC27440671 I have been trying to end my contract with them and have been getting the runaround. I still haven&#**;t received my check. They wouldn&#**;t pay for my repairs so this is why I terminated my contract.I would like a refund.
Business response
03/27/2024
We understand your frustration with the delay in receiving your prorated refund. We apologize for the inconvenience this situation has caused.

I will escalate this issue internally and ensure that it receives immediate attention from our management team. Rest assured, we will prioritize your refund and expedite the process to resolve this matter as quickly as possible.

While we understand that this doesn't fully alleviate the frustration caused by the delay, please be assured that your refund will be processed. If you have any follow-up questions or require further assistance, please feel free to contact me directly at *******************************************.

Thank you for bringing this to our attention. We appreciate the opportunity to respond.

Best Regards.
Initial Complaint
01/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
This company sold an unwanted and unneeded auto warranty policy to my 80 year father who has Alzheimer's Disease. At the time of the sale he did not know what a warranty was and was not capable of making this decision. He does not recall purchasing it, has never had a need for it, and cannot say what it is or why they are taking money out of his checking account every month (another thing he is not aware that he agreed to).
Business response
01/05/2024
Hello ******,

We understand and apologize for the situation. After reviewing the records, we confirm your father was lucid during the sale, and there were no concerns of Alzheimers from the phone call to us on 10/29/22.

Nonetheless, we empathize with the circumstances, and we understand the impact this may have on both him and your family.

To address your complaint, we will take the following actions:

1. We have removed your father from our call list and marketing campaigns.
2. We will cease all future communications with your father.
3. We will process a pro-rated refund for any amount paid into his policy.

If you have any additional questions or concerns, feel free to contact me directly at *******************************************.

Best regards.
Initial Complaint
01/02/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Upon purchasing policy for a 2018 Ram **** pickup truck, we disclosed all use cases to salesperson and withheld no information that was asked of us. We did not find any errors according to the policy booklet during the 30 day review period. After paying the policy in full, we had a claimable incident. We attempted to file and were denied due to the vehicle being "commercially registered" in our state of residence. The vehicle fits none of the criteria outlined in Section VII nor Section VIII about commercial use or ineligibility. The state we are registered in requires a "weighted" tag, not commercial, due to the weight of the vehicle. In obtaining the legally correct tagging/registration for this vehicle have somehow 'voided' the contract with Autoprotect USA LLC. They state that since we have the vehicle "commercially registered" that it makes it a commercial use vehicle and we did not add the surcharge to cover this. When initially purchasing the product we were asked the use of the vehicle and it was noted. At no point were we asked the intended registration. We are legally required by the state to have this type of registration. Autoprotect USA LLC has promptly denied our claim, and will not give a full refund of the product. After speaking with multiple representative of the company they will not honor claim, nor fully refund due to Us (the client) not alerting the company (Autoprotect USA LLC) that our registration stated personal/commercial due to the weighting requirements of the state we are registered in. We did not withhold or omit any information. At no point were we notified that a "weighted" tag/registration would void the contract. We have not voided any other parameters of the contract/policy jacket.
Business response
01/09/2024
Hello ******,

Thank you for bringing this matter to our attention. We have reviewed the original sales call made to us on 6/3/22 and can confirm that there was no disclosure of the vehicle being commercially registered.

We understand the situation and the frustrations involved, and we are committed to helping resolve this matter. Given the unique circumstances, we will take your states weight limit requirements into consideration moving forward. I have already contacted the administrator, ********, to seek approval for a flat-cancel-refund, which they have approved.

To address your complaint, we will take the following actions:

1. We will promptly cancel your policy, effectively bypassing any contractual obligations on your behalf.
2. We will process a full refund for your policy. Please expect your refund check to come in the mail.

We apologize for any inconvenience caused. For updates and any follow-up questions, please feel free to contact me directly at *******************************************.

Best regards.
Customer response
01/16/2024
Better Business Bureau:

Resolved.

Regards,

*****************

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