Complaints

• Initial Complaint

  12/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Protect My Car knowingly continued to charge my account even after they were provided with my mileage on August 9, 2024. They only refunded me October and November. Their representative *** intentionally gave me false information about my contact. I was told it was my fault I was overcharged by the Supervisor *****. My fear is that this is happening to more than just me. I know that if this is investigated and will result in multiple people being charged for a contract thats no longer valid.

• Initial Complaint

  12/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have have had this service for several years and they have been great! I have referred several people to them because of the great service I have received over the years. I truly tried to file a claim as always and the phone lines were literally broken! I'd call and no one would answer and I was on the phone on hold for a hour or more with no answer and no return call of course. They will say I used online before why not use it again, I tried and it didn't work either and I still can't to this day. They haven't offered me anything and I have been a loyal paying customer for several years. I was not even advised of arbitration. I called to get a this resolved and they would not speak to me. All I could do is call the number of representative answered I'd asked for someone I could speak to. They said they would put a note in and have someone call me back. No one ever did that tells me they ignored me in the situation of getting my car repaired.

  Business response

  01/08/2025

  *** has reviewed the customer's statement, as well as the **************** Our customer purchased an "Ambassador Platinum contract, on 4/20/2022 with a starting mileage of ******* for a 2014 ********** Passat.

  In response to Mrs. ******** statements regarding the difficulty in contacting PMC along with the denial of Mrs. ******** engine repair.

  These statements have been addressed numerous times as Mrs. ******* has a history of filing BBB complaints and also filing identical complaints to the *****************************, which *** has also responded.

  There has been no new information provided to reverse PMCs decision.
  

  
  

• Initial Complaint

  12/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Protect my car..is not responding to my email or reference to claim.

  Business response

  12/31/2024

  PMC has received *** ****** reimbursement request. 

  Reimbursements are processed in the order they are received and completion time will vary due to volume. 

  *** ***** stated that PMC had never responded to his e-mail. PMCs reimbursement e mail is set up to automatically send a generic reply to confirm PMC received the customers e mail. *** ****** e-mail address on file ********************************

  Note: While reviewing this BBB complaint, PMC noticed the invoice submitted by *** ***** has the totals cut off on the right side. Please resubmit the complete invoice and contact PMC so we can proceed with the review. This will not delay any reimbursements due to *** *****.
  

  
  

  Customer response

  01/03/2025

  Please be advised that I submitted copy, es requested to PMC

  Business response

  01/15/2025

  PMC responded to the original, identical complaint. See below.

  "PMC has received Mr. ****** reimbursement request. 
  Reimbursements are processed in the order they are received and completion time will vary due to volume. 
  Mr. ***** stated that PMC had never responded to his e-mail. PMCs reimbursement e mail is set up to automatically send a generic reply to confirm PMC received the customers e mail. Mr. ****** e-mail address on file ********************************
  Note: While reviewing this BBB complaint, PMC noticed the invoice submitted by Mr. ***** has the totals cut off on the right side. Please resubmit the complete invoice and contact PMC so we can proceed with the review. This will not delay any reimbursements due to Mr. ***************** was a request for a completed invoice. PMC has since received a completed invoice and will process the claim.

  PMC's response asked ******** to contact PMC when the documents were sent, at no time did PMC suggest filing a new complaint with the BBB as there was a solid solution given. 

  PMC would kindly request this second complaint be removed.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  This company should be rated as less than 1 star. They are absolutely horrible. The customer ********************** ***** sound like they are at home and dont care. I have called several times for a claim. I had my shop call and they have not resolved my issue. I ask for a manager to call me the first ***** said they were the only person and no one else was available. I called back and they said they would do a manager call back in 24 - 48 hours. I did not get a call so I called back and ask for another call back. The ***** said they did not see a prior request and that she was not responsible for other *****s actions. This has bee. the worst experience ever. I am still waiting to get an update. Don't not purchase from this company. They are a nightmare. It is not worth it.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 18, 2024 I had taken my car to the dealership fir service which included an oil change. Protect My Car pay for it every year. On this particular day when I called them (before 4pm) the line kept disconnecting the call never went thru. I called several numbers I had for them and nothing. I paid for everything out of pocket. On line it stated a claim for reimbursement can be done online so i started a claim since i couldn't reach anyone. On Monday I called Protect my car and spoke to ******** he was very apologetic and assured me he was going to put a rush on my reimbursement ($199.00) several weeks have pasted I called them back and talked to ***** she stated she will put a rush on my reimbursement. Waited a couple more weeks (8/30/24) talked to ***** again she stated something was entered wrong, she corrected and my check will go out at the end of the week ( Friday) well here it is Sep 17th 2024 and I have not received anything on top of that I was told by ***** there is a new company that has taken over and she gave me this phone number ************ and she also stated that protect my car will not renew any more contracts from this day on. I just want my reimbursement for my oil change my claim # is ******

  Business response

  10/02/2024

  *** has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Driveline policy, on 7/13/2020 with a starting mileage of ******* for a 2011 ************* GLK.

  Mrs. ********* states she tried several numbers and was unable to contact us.

  PMC handles between 400 to 500 calls per day, mostly inbound. PMCs hours of operation are 8:00 AM to 5:00 PM EST. Monday through Friday.

  Reimbursements are processed in the order they are received and completion time will vary due to volume.

  Mrs. ********** reimbursement was processed and a check was mailed on 8/30/2024.

  Lastly, the statement that a new company took over PMC is possibly a misunderstanding. *** temporarily partnered with another company in order to assist with their sales process.

  Customer response

  10/02/2024

   
  Better Business Bureau:
  
  Protect My Car gave me a refund for the services that were done. 

  Sincerely,
  
  ****** ****-*********

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company does not pick up the phone! During the days of 8/29-8/31/24 we have waited hours on the line OR the phone just gets disconnected when trying to resolve a claim. ALL their phone numbers do not work, including roadside assistance and customer **********************. As a result, I will have to pay out of pocket for a confirmed COVERED SERVICE but the car dealer wont release my car to me without resolving with protect my car.

  Business response

  09/25/2024

  *** has reviewed the customer's *********, as well as the accounts on file. Our customer purchased contracts for three separate vehicles.

  Mr. ***** states that *** did not answer the phone from 8/29/2024 to 8/31/2024.

  PMC handles between 400 to 500 calls per day, mostly inbound. PMCs hours of operation are 8:00 AM to 5:00 PM EST. Monday through Friday.

   PMC also has an online portal for shops to start a claim without ever having to call PMC. The shop simply starts a claim online and a PMC claims agent will then reach out to the shop shortly after.

  PMCs CRM indicates Mr. ***** contacted PMC on 8/27/2024 @ 2:59 pm, and again on 8/30/2024 @ 10:57 and 11:53 am regarding questions on an alternator. This also addresses Mr.***** ********* that our phone numbers do not work.
  That being said, it is unreasonable to think that a shop and a customer could not contact PMC in this.

  It appears the relationship between PMC and Mr. ***** has always been positive, as a total of 19 mechanical and maintenance claims have been approved and paid on all three vehicles.

  The 1st exclusion in the contract states authorization prior to the repair is required (see below exclusion).

  This CONTRACT provides no benefits or COVERAGE, and WE have no obligation under this CONTRACT, for the following: 1. Any REPAIR or REPLACEMENT of a covered component performed without prior AUTHORIZATION by PROTECT MY CAR to the LICENSED REPAIR FACILITY.

  However, if this repair was indeed an alternator, PMC can consider it an emergency repair and process the claim as a reimbursement,  and send Mr. ***** a check for our portion of the repair.

  Please submit the invoice to: ****************************************

• Initial Complaint

  08/29/2024

  Complaint Type:

  Order Issues

  Status:

  Unresolved

  More info

  I got an oil change and protect my car is supposed to reimburse me for 3 oil changes a year. I'm also supposed to send a receipt to their reimbursement debt which I did the day after the oil change which was 8/12/24 and they never responded. I also emailed them multiple times to no avail. It was 84 dollars. I need my reimbursement back please.

  Business response

  09/10/2024

  *** has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Select policy, on 9/21/2021 with a starting mileage of ****** for a 2017 ***** Fit.

  PMC has received Mr. ***** reimbursement request.

  Reimbursements are processed in the order they are received and completion time will vary due to volume.

  Mr. **** states that PMC never responded to his e-mail. PMC responded to Mr. ***** e-mail address on file ***************** at 6:24 P.M. on 8/12/2024. See the time-stamped copy below.
  
  On Mon, Aug 12, 2024, 6:24 PM Reimbursement <******************************************************************> wrote:

  Dear Valued Customer,

  Thank you for submitting your reimbursement to the Protect My Car reimbursement department. To ensure an expedited revival process, please ensure that the following information is displayed and legible on your submitted invoice:

  - The Contract number and Name associated with the file
  - The vehicle Make, Model, Vin #, and Year
  - Proof of payment or credit card transaction receipt
  - The mileage in which the service was completed

  Our current processing time can take up to 30 business days. After a thorough review of your reimbursement is completed, you will be notified via email of the reimbursement outcome.

  If you have any additional questions, please contact us at ************.

  Thank you for your understanding and patience,
  Protect My Car Reimbursement Department.

  PMC is unsure why Mr. **** is upset as Mr. **** has gone through this process several times including sending an IDENTICAL BBB complaint last year and has always been reimbursed. Nothing has changed.

  PMC never recommends the customer pay for their maintenance and then submit for reimbursement, however, PMC is always glad to reimburse a customer for maintenance items. PMCs reimbursement policy is very efficient and normally quicker than the industry standards.

  PMCs contracts are designed to take the stress of auto repairs and costs away from the customer. One of the major benefits of a *** contract is the shops are paid directly by credit card as soon as the repairs or maintenance have been completed.

  Mr. **** has repeatedly chosen to go the reimbursement route which is certainly more time-consuming.

  In the future, if PMCs reimbursement process does not meet Mr. ***** standards, ******* may want to consider following the very simple claims process listed in the contract booklet.

  Customer response

  09/10/2024

   
  Complaint: 22213133
  
  I am rejecting this response because: nobody will accept the claims process that you speak of. They expect a payment right away, and it's been A MONTH since you sent me that email. Don't give me excuses you literally ghosted me when I asked like 5 times what's going on. Have better customer ********************** and I'll be looking for a different company as you guys are awful. Don't you dare put this on me. It's mot my fault that no garages want to deal to deal with you! Just give me my money back please! It doesn't take a month ro give me my money back. You also never answer your phone or voicemails.

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

  Customer response

  10/01/2024

   Why haven't I heard back from anyone? I also haven't received my reimbursement 

  Business response

  10/15/2024

  PMC apologizes for the delayed response.

  ********** was subject to a mandatory evacuation order due to Hurricanes ****** and ******, which resulted in extended power and internet outages, preventing us from operating both in-office and remotely.

  Upon review of Mr. ***** rejection, PMC notes that it reiterates points already addressed in our initial response and does not present any new information that would alter the outcome or timing of the reimbursement.

  Mr. ***** reimbursement has been logged and processed, and a check will be mailed. However, due to the impact of the hurricanes, there is a temporary delay in processing reimbursements as PMC works to clear the backlog of claims.

  We appreciate your understanding and patience during this time

  Customer response

  10/21/2024

   
  Complaint: 22213133
  
  I am rejecting this response because I got my oil changed about 2 months before that hurricane happened don't even try to use that as an excuse. I want more back as it took you an insane amount of time and I sent the same info multiple times. I honestly don't even wana stay as a customer but I have no way of canceling as you guys leave me on hold forever. I sat on hold for 30 mins
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My **** Q7 was carri** to the shop on Monday, July 23, 2024, with an appointment for July 24, 2024. My issue began on 7/8/24 with a code indicating Safety Mechanism Malfunction then on 7/11/24 the seat belt would not buckle, so I thought this was the Safety Mechanism code issue the seat belt. Upon arrival at the **** service ***** I present** a copy of my extend** warrant card. While the car was at the shop being diagnos**/MPI was being perform** the codes indicat** there were issues with the front airbag and the latch on the rear passenger door. Several calls were made to PMC by the **** service ***** with no answer to their call, calls were made on 7-23, ********. Per ****, all calls were plac** on hold for up to 20 minutes never being answer**. I (myself) call** PMC on 7/24, and on 7/26 I was on hold for up to 30 minutes without the call being answer**. I left a message for a return call to no avail. On 7/24/2024 the dealership gave me a loaner call, at that time the Manager of the service ***** attempt** to contact *** with no success, On 7/29/24 I was inform** **** could not reach PMC. Then I ask** them if they would fix the safety belt buckle if I could drive the car. I was told yes, so I paid for them to fix the seat belt. My 2nd attempt was to contact *** after I had paid for the seat belt someone finally answer** after 45 minutes on hold I was told the car would have to be in the shop so the service department could file the claim. I ne**** my car so I did what I thought was ne**** to get the seat belt fix** I am still paying for this contract with no service. I feel I should be refund** the $646.42 I paid to fix the seat belt and I feel they should pay for the other ne**** repairs. I am 70, years old and believe they are preying on the elderly, this is elderly abuse, and possible fraud just making us hold on the line until we are too tir** to hold on any longer. Your help ** ne****. Thank You

  Business response

  08/29/2024

  *** has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Supreme policy, on 11/3/2022 with a starting mileage of ****** for a 2009 ****** Camry.

  PMC handles between 400 to 500 calls per day, mostly inbound. PMCs hours of operation are 8:00 AM to 5:00 PM EST. Monday through Friday.

   PMC also has an online portal for shops to start a claim without ever having to call PMC. The shop simply starts a claim online and a *** claims agent will then reach out to the shop shortly after.

  That being said, it is unreasonable to think that a shop and a customer could not contact PMC in the seven months between 7/23/2024 and 7/29/2024.

  As far as the reimbursement request. The Supreme policy has a list of specific parts that are eligible for coverage. If a part is not specifically listed, it is NOT addressable (See Below).

  COVERED PARTS and COVERED COMPONENTS: means the parts or components listed under the COVERED COMPONENTS section of this CONTRACT.

  The Supreme policy also has a list of specifically excluded components (See Below).

  The following components are explicitly excluded: Air/Fuel Filters, Air *********** and ************************************* Batteries, Belts, Body and Trim Items, Body Frame, Brake Drums, Brake Pads, Brake Rotors, Brake Shoes, Bulbs, Catalytic Converters, Collision Damage, Convertible Tops,Electric Powered or Hybrid Fuel Parts and Components, Exhaust Pipes, Fasteners,Fluids, Glass, Headlight Assemblies, Hoses, Key Fobs and Keys, Light Bulbs,Lubricants, Manual Transmission Clutch Assemblies, Mufflers, Nuts, Paint,Sealed Beams, Seat Belt Assemblies, Seat Frames, Sheet Metal, Shocks,Spark Plug Wires, Spark Plugs, Struts, Sun/Moon Roofs, Tail Light Assemblies,Upholstery, Washers and Bolts, Weather Strips, Wheels & Tires and Wiper Blades.

  Customer response

  09/04/2024

   
  Complaint: 22131527
  
  I am rejecting this response because: I did not sate that I had attempted to contact them for seven months, and the part that need replacing is not listed in the email they provide.  A SEATBELT LATCH WAS REPLACED FOR THE AMOUNT OF $643.46.  additional items needs to be replaced but since the dealership could not contact PMC the repairs was not done and I paid for the repairs that was done because I needed my car after a week of trying to contact them.  If there is a website for the dealership to file a claim why was that information not provided in their email or why is it not on their customer card provided by PMC.  I really need the other items on the provided quote fixed for my safety, the back passenger's door do not lock and the front passenger's air bag is not working.
  
  ***** ******

  Business response

  09/20/2024

  *** has reviewed the customer's rejection.

  Mrs. ********* rejection statement contains the same statements that were addressed in PMCc original response.

  The facts have not changed.
  
  PMC acknowledges the statement regarding 7 months was a clerical error, however, whether it be 7 months or 7 days, it is still unreasonable to think that a shop and a customer could not contact PMC in that period.  

  Below are the statements delivered in the original complaint.

  PMC would kindly ask that Mrs. ******* please read the policy booklet she has been issued and e-mailed. She will clearly see that her policy does not cover airbag and seat belt components.

  As far as the reimbursement request. The Supreme policy has a list of specific parts that are eligible for coverage. If a part is not specifically listed, it is NOT addressable (See Below).

  COVERED PARTS and COVERED COMPONENTS: means the parts or components listed under the COVERED COMPONENTS section of this CONTRACT.

  The Supreme policy also has a list of specifically excluded components (See Below).

  The following components are explicitly excluded: Air/Fuel Filters, Air *********** and ************************************* Batteries, Belts, Body and Trim Items, Body Frame, Brake Drums, Brake Pads, Brake Rotors, Brake Shoes, Bulbs,Catalytic Converters, Collision Damage, Convertible Tops, Electric Powered or Hybrid Fuel Parts and Components, Exhaust Pipes, Fasteners, Fluids, Glass,Headlight Assemblies, Hoses, Key Fobs and Keys, Light Bulbs, Lubricants, Manual Transmission Clutch Assemblies, Mufflers, Nuts, Paint, Sealed Beams, Seat Belt Assemblies, Seat Frames, Sheet Metal, Shocks, Spark Plug Wires, Spark Plugs,Struts, Sun/Moon Roofs, Tail Light Assemblies, Upholstery, Washers and Bolts,Weather Strips, Wheels & Tires and Wiper Blades.

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Every month without fail Protect My Car deducts my monthly payment for this extended warranty and when I first signed up I was able to go to the shop and have my claims completed by the dealership. But near the end of 2023 I guess the ownership or policies changed and they were no longer open on weekends or after 5pm to take claims from auto shops which is when most people are able to take their cars to the shop. I took my car in on 12/2/23 and the manager spent several hours on hold only to not be able to get anyone on the phone. I went ahead and paid the amount for the oil change and called back during the week to ask for the claim to be processed. I was told I had to sign up for this online portal and it would make it so easy to submit a claim...I did that...then several months later when I still had not received a check or any notification from PMC I called into customer ********************** and was told that the portal wasn't working and they were unable to see any claims that were put in through the portal. At this point I also had another claim so on 6/6/24 I sent an email with the claims I was requesting reimbursement for, I called in to PMC today, 8/9 for an update to be told that the checks still had not been processed, but the one from December 2023 was sent in June of 2024...I haven't received this check but I asked if it normally takes 6 months to receive a check and the representative told me yes. I believe PMC may have started out legit, maybe not, but now, it is definitely just a scam to take people's money and pay out the bare minimum, and only if you complain. I would like all of my claims processed immediately or the return of my monthly premiums.

  Business response

  08/19/2024

  PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Supreme contract, on 9/15/2021 with a starting mileage of ****** for a 2017 **** A6.

  PMC did indeed change its hours of operation due to business needs.

  As far as Mrs. ******* statement regarding reimbursements. PMC continues to pay claims on a daily basis. The time frame in which PMC processes reimbursements depends on the demand at any given time frame.

  The 12/2/2023 oil change has been processed and a check has been issued.

  All subsequent reimbursements are processed in the order received.

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business always required a representative to look at car before it could ever be fixed or looked at.Would sit there for days and nobody would ever come and then Mechanic would ask for it to be moved or towed away.Why pay this business Monthly payments when they had to require somebody to look at your car before ever being fixed this is a rip off and scam artist.Then now they send me a bill for $184 and saying they are canceling my account.I would like an answer right away, but they are very difficult to get a hold of to talk to a representative

  Business response

  08/16/2024

  PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Supreme policy, on 7/26/2021 with a starting mileage of ****** for a 2019 **** Fiesta.

  ********** states in his complaint that PMC always sends a representative out to look at his vehicle before repairs can begin.

  PMC does indeed send out an independent third-party inspection on catastrophic claims such as engine or transmissions. However, PMCs CRM shows no records indicating a mechanical claim has ever been called in on ************ vehicle.

  PMCs CRM does show there have been four maintenance claims approved and paid for.

  ********** also indicated that PMC sent him a bill for $184.00 and that PMC would be cancelling his contract. PMC has no record of this.

  It is important to note that ********** cancelled his contract on 7/5/2024 stating financial reasons. This was approximately 30 days prior to ********** filing his complaint.

*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. ↩