Auto Service Contract Companies
Protect My CarThis business is NOT BBB Accredited.
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Complaints
Current Alerts For This Business
BBB files indicate that this business has a pattern of complaints concerning customer service issues; specifically, customers filing complaints are alleging long phone hold times, inability to submit claims online and lack of communication from the business. On March 28, 2023, BBB submitted a written request to the company encouraging them to address the pattern of complaints.
The business has responded indicating that due to recent internal company changes, the business is currently moving to the use of automated systems to handle their high volume of calls. They are working on improving the IVR (interactive voice response) system, online Claims portal and online Customer portal. The business is automating a number of processes that were traditionally handled by live agents and the changes are not without error and confusion for their customers. PMC indicated that its complaint volume is very small compared to its volume of customers.
Additional Complaint Information
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have been paying for this car warranty for approximately 6 years with no claim. Now that I need my car worked on I'm on hold for 1/2 an hr., and no one works with them. CustOmer ********************** keeps hanging up on me.Business response
08/09/2024
PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Driveline policy, on 10/5/2021 with a starting mileage of ******* for a 2010 ****** Camry.
PMC is having a claims agent reach out to *************** to gather the shop information and assist in starting a claim.
Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had a policy with this company and when it came time to actually fix my vehicle, they told me it wasn't a covered part. I paid them thousands of dollars over the course of 2 years when they told me it was full coverage and yet I was lied to. I canceled my policy and never received my refund from them either. I am demanding a refund of my money for the thousands of dollars I paid them and they never did anything.Business response
08/09/2024
PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Select policy, on 6/27/2022 with a starting mileage of ****** for a 2016 Chevrolet Silverado.
The Selectpolicy is a parts-specific policy. Meaning if the part is not listed in the covered components section, it is not covered, as stated in the contract. (See verbiage below) The only full coverage warranty is the original warranty from the manufacturer at the time of a new vehicle purchase. All extended warranties have limitations.
COVERED PARTS and COVERED COMPONENTS: means the parts or components listed under the COVERED COMPONENTS section of this CONTRACT.
As far as *************** request for a refund, our refund policy is listed below.
THIRTY (30)DAY FREE LOOK: In the event that YOU would like to cancel this CONTRACT within the first thirty (30) days, YOU are entitled to a full refund of your down payment (minus any claims paid).
Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This extended auto warranty company has failed to connect with my repair shops now twice for approving repairs while my truck is needing major repair( not driveable) Due to this failure I have lost thousands of dollars due to lost work, rental cars fees and lost job and repair costs. The Repair shops have called pmc several times for approval on same day and after extreme hold times , pmc company will answer phone but say they cannot hear anyone on the line . And on the same day, I have called from cell phone and spoke to female immediately( they recognize my number so they answered), she said sorry and she would calll the shop back for claim approval but never does, I end up paying alot of money to get truck running. This is 2nd time this company has acted this way, within 2 years- I have had several auto problems and they have not once paid for any repairs to my vehicle or oil changes, I have been paying $100/mo for 2 years for nothing, and I am sick of being conned by this company and I want full refund of all dollars paid for this bogus service.My truck has been on shop for 3 days now, not able to connect with PMC, now none of 800 or 844 phone numbers are active as of saturday 7/20.Business response
08/08/2024
PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased an "Ambassador Platinum contract, on 2/11/2022 with a starting mileage of ******* for a 2012 **** F 150.
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.
That being said, it is unreasonable to think that a shop and a customer could not contact PMC at any point in 2 years.
The best number to reach the claims department is ************.
****************** has indicated that PMC has not paid for his oil changes. PMC does not reimburse for mechanical repairs that have not been authorized prior to the repair,however, PMC does allow for reimbursements on oil changes and tire rotations within the current contract year.
If ***************** has had any oil changes and tire rotations this contract year starting on 2/11/2024, PMC will be glad to reimburse him. Send a copy of the invoice to *****************************************
Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The problem is that when I started this warranty for my car the second time of service I was told a lie, that i would get unlimited oil change and tire rotation for my car. Now today I'm told that it's only 3 oil change per something that I don't even understand. The person who was explaining it to me was very rude and I end up paying for the oil change and tire rotation $80.00. I just want them to give me my $80 back because they told me a lie I took my car to ***** dealership July 3 2024 and got My car back July 5 2024Business response
07/23/2024
PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased an "Ambassador Platinum contract, on 7/25/2022 with a starting mileage of ******* for a 2016 ***** Accord
According to Mr. ******* complaint, he states he was told he gets unlimited oil changes.PMC has never offered unlimited oil changes and has no reason to falsify what we offer.The maintenance provisions are also clearly stated in the contract booklet and the e-mail that was sent to **************** upon the purchase of the contract, see below.
MAINTENANCE PACKAGE YOU are entitled to a maximum of three (3) OEM oil changes per year,which will be paid by US to the LICENSED REPAIR FACILITY performing the oil change. The number of oil changes will be allotted to YOU based on YOUR vehicles requirements set by the Manufacturers guidelines, so if YOUR vehicle needs the oil changed every ***** miles, WE will only cover the cost of YOUR oil change every ***** miles. YOU may also elect to pay for, or perform, YOUR own oil change and WE will reimburse YOU for the full cost of YOUR oil change upon receipt of the paid invoice from the LICENSED REPAIR FACILITY or proof of purchase of the oil and oil filter if YOU performed the oil change YOURSELF. You will also be allotted tire rotations on every other oil change(not to exceed two (2) tire rotations per year).
This past year PMC paid for oil changes on 11/8/2023 with ******* miles, 1/31/2023 with ******* miles, and 4/15/2024 with ******* miles,
Mr. Durhams maintenance benefits renew every year on July 25th. (The contract purchase date.)
PMC sells vehicle service contracts for mechanical repairs. As a courtesy and to thank our customers, PMC includes the maintenance package at no charge, see above.
PMC is having difficulty understanding why a customer would be upset about a ********************** that is offered as a courtesy.
**************** has failed to mention the total of $6956.45 paid out in total repairs and maintenance so far.
It is clear that **************** has certainly benefitted from this contract.
Customer response
07/23/2024
Complaint: 21944934
I am rejecting this response because:
Sincerely,
*************************Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
PMC only covers oil changes. They will not cover large repairs. They are taking people money. When it was time for me to get a large repair they ignored myself and the dealership. I emailed the girl over my case multiple times how I was stressing about my car and got no response. I called to speak with a manager and the representative said it would take 48 hours to speak with a manager. They do everything possible to avoid you so you cannot use them to pay their part of the repair. I finally just gave up and paid for whatever repairs I could by myself. They also claim to help all these people and they dont. They have long wait times purposely to avoid customers. They need to be put out of business!!Business response
07/17/2024
PMC has reviewed the customer's statement, as well as the account on file.
Our customer purchased an "Ambassador Platinum contract, on 10/26/2020
with a starting mileage of ******* for a 2016 Dodge Charger.***************** brought her vehicle to ********************* Jeep RAM on
6/18/2024 to install a battery and diagnose a check engine light, a coolant
leak, and the trunk would not open.********************* Jeep RAM did not call PMC to start a claim until
6/27/2024. At which time the dealer diagnosed the issues *****************
brought the vehicle in for. The dealer also found numerous items *****************
did not bring the vehicle in for, totaling almost $10.000.It is important to note that the Ambassador Platinum contract comes with a
25% deductible ***************** would be responsible for.Needless to say, on a repair this extensive PMC must take steps to ensure that
all these repairs are actually needed. These steps are to protect both PMC and
*****************.On 6/28/2024 (the day after the claim was called in) PMC requested an
estimate from ********************* Jeep RAM. PMC received this estimate
on 7/3/2024.***************** states she had difficulty contacting PMC. PMCs CRM shows
***************** spoke to PMC on 6/28/2024, 7/2/2024, 7/3/2024, and 7/5/2024.
On 7/5/2024 ***************** requested to cancel her contract, which PMC
honoredCustomer response
07/18/2024
Complaint: 21945737
I am rejecting this response because: I did speak with them but they never resolved the issue. I kept calling because ***** ignored my emails about getting in contact with dealership to see what they approved to pay for. The last call the guy said oh your stuff got deleted. You guys purposely gave me the run around to avoid approving anything. All you do is approve oil changes here and there. The dealership and I never heard anything from ***** again. You guys know what to say to get around scamming people.
Sincerely,
*************************Business response
07/26/2024
Mrs. Ransoms rejection statement contains the same statements that were addressed in PMCs original response and does not provide any additional information to change the outcome.
A potential $10,000 claim was open for a total of 8 days between the dealer contacting PMC on 6/27/2024 and ***************** cancelling the contract on 7/5/2024. This is not an unreasonable time frame for a claim of this size as there are steps that must be followed.
It is also important to note that there were numerous interactions between PMC and ****************. PMC also asked the shop for an estimate on 6/28/2024, PMC received the estimate on 7/3/2024, and ***************** cancelled her contract on 7/5/2024.
Initial Complaint
06/04/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The rear suspension went out on my vehicle. I took the vehicle to an authorized repair shop. After several attempts trying to get authorization, the tech or myself were unable to ever reach anyone. I called and was number nine in queue; as per the recording my wait was one minute. After waiting over one hour finally someone picks up and then hangs up. I finally reach someone who advised they would have someone call the mechanic shop; to this day no one ever called. Protect my car takes my ****** monthly and when I needed them I was unable to reach them. I'm not sure how much of the repair is covered, the contract says suspension front and rear is covered, then the exclusion says shocks, is not. Isn't that part of the suspension? It's a contradiction, borderline misleading and deceiving.Business response
06/14/2024
PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Select policy, on 4/17/2021 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 PMC claims agent will then reach out to the shop shortly after.
PMC does apologize if the hold times were excessive when ************** reached out.
Mr. ****** Select policy has a specific list of covered components. Simply stated, if a part is not listed, it is not eligible for coverage. Suspension coverage is listed below.
FRONT &REAR SUSPENSION: Upper and Lower Control Arms, Stabilizer Bar, Stabilizer Bushings, Stabilizer Links, Ball Joints and Wheel Bearings.
The needed repairs for Mr. ****** vehicle included shocks, struts, and a battery. These items are considered wear and tear/ maintenance and are not addressable repairs.See exclusions below.
WEAR and TEAR: means damage or deterioration to your VEHICLE sustained through, or attributable to, routine and ordinary use or operation. WEAR and TEAR items are those that are expected to wear out, over time, and therefore need to be replaced, by YOU, at regular intervals. WEAR and TEAR items include, but are not limited to: brake pads, rotors, shocks and struts, batteries,belts, hoses, fluids, bulbs, alignment and spark plugs and are classified as normal maintenance or service items.
The following components are explicitly excluded: Air/Fuel Filters, ******* Systems and Components, **************** Systems, Batteries, Belts, Body and Trim Items, Body Frame, Brake Drums, Brake Pads, Brake Rotors, Brake Shoes,Bulbs, Catalytic Converters, Collision Damage, ************************** 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
05/29/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have not been able to contact this company since before APR 19, 2023 on many occasions I have been on hold never being connected to a agent for on 1 occasion over 3 hours. The reason for the call is to be reimbursed for oil change that I pay a monthly fee for, at one point I went to linkedin.com contacted the *** *************** listed below is what I sent. APR 19, 2023 ******************* sent the following messages at 12:01 PM ******************* 12:01 PM HOLD TIME!!!!!!!!Hello Stu I am a valued customer of *******************************# ****** Coverage: Driveline I'am not sure if your company is short staffed or if the company is still in business. I have been calling ************ since March 16th 2023 to submit my oil change for reimbursement and I have not talked to anyone yet, all you get is hold music and a recording about the website portal . I went to the portal to submit my claim and this is what I got "Claim submissions is down, we are working to get this feature back up and running as soon as possible."Yesterday I was on hold for over 3 hours as I did housework, I picked my niece up from the beauty shop, from their I went to ******* and back home all while on hold. I am on hold as I type this for 2 hours now. I thought if I got up early and called as soon as you opened I would get through. This is unacceptable and for these reasons I will be leaving "Protect My Car" for a company that respects my time and money. If you don't intend to answer calls you should at least offer your customer a play list to select from.***** and ******************* Contract# ****** Coverage: Drive line Nothing has changed, I have mailed recipes and emailed with no response. This now has me wondering if the company is out of business and still auto withdrawing my money every month. can you help me?Business response
06/04/2024
PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Driveline policy on 5/28/2021 with a starting mileage of ******* for a 2016 ***** Equinox.
In response to Mr. and ***************** statements regarding the difficulty in contacting PMC.
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.
That being said, it is unreasonable to think that a shop and a customer could not contact PMC since April 19th.
According to PMCs CRM, Mr. or ************* have contacted PMC on two occasions in May. Once on 5/10/2024, inquiring to see if their invoice was received for reimbursement. The second inquiry was to question rental car benefits.
Note: PMC approved the reimbursement on 5/15/2024. This has been added to the check request log.Customer response
06/05/2024
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.
Sincerely,
***** & *******************Initial Complaint
05/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They cancel my policy with them for a car warranty that they said that I did not pay for 2 months but I have all my receipts and during that time they was not sending invoices anymore out so I was sending it to their address that they claim was their old address and I had no new information for any movement from the business to a new locationBusiness response
05/20/2024
PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased an "Ambassador Elite contract, on 6/30/2020 with a starting mileage of ******* for a 2006 Mercury Montego.
PMCs records indicate the last payment received from ************ was on 3/19/2024. This payment was due on 2/29/2024. No other payments have been processed since that date.
On 5/2/2024 PMC cancelled ************** contract due to non-payment. At this point, the payment was past due by 60 days from the original payment date of 2/29/2024.
It is important to note, that PMCs mail has been forwarded to the new address.
To address ************* refund request, PMC has not deposited any checks from ************ since 3/19/2024. If the checks were handwritten, they would have been returned to the sender or shredded. For electronically submitted checks via a bank, ************ is advised to contact his bank to release the hold on the funds back to his account.
Initial Complaint
05/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Took my jeep to the dealer the beginning of April due to a miss fire. The dealer did the diagnostic and found that the rockers were bad which is a common problem with the motor I have. The dealer tried calling for 2 days I then started to call on the second day after waiting on hold for an hour someone from PMC answered and told us to use the online portal but neither of us were able to register because it won't send a verification number neither text or email. We called again the next day one again waiting on hold for over an hour when I asked if I could 3 way the dealer in they told me no. When the dealer finically got the estimate sent over they sent out an inspector on a Thursday. He said we'd have an answer by tue. Once again no contact from pcm I came again they said I never sent in my service records I told them I was never asked to. So I emailed them in waited a week and nothing I finally just paid the repair. Then pcm said I still haven't sent my records I said I did over a week again but couldn't wait so I paid for the repair. Now their telling me the claim is closed cuz I paid. Denied even trying to reimburse me. Also claimed I didn't change my oil enough in 18 months but they pay for the oil changes and have all the records and can see it was changed just last yearBusiness response
05/24/2024
PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Driveline policy, on 6/29/2021 with a starting mileage of ****** for a 2014 Jeep Grand Cherokee.
****************** claim was initially denied due to a lack of service records to show Mr. ******* vehicle was maintained per the manufacturer's recommendations. See below exclusion.
YOU must have YOUR VEHICLE checked and serviced in accordance with the manufacturers recommendations, as outlined in the Owners Manual of YOUR VEHICLE. NOTE: YOUR VEHICLEs Owners Manual lists different servicing recommendations based on individual driving habits and climate conditions. YOU are required to follow the maintenance schedule that applies to YOUR conditions. Failure to follow the manufacturers recommendations that apply to YOUR specific conditions may result in the denial of COVERAGE. If YOU are unsure of all required VEHICLE maintenance, contact YOUR local dealer of the make of YOUR VEHICLE or US for guidance.
**************** also paid for the repair before PMC was able to finalize the claim review, which is a direct exclusion per the contract. See below exclusion.Any REPAIR or REPLACEMENT of a listed covered component without prior AUTHORIZATION by PROTECT MY CAR to the LICENSED REPAIR FACILITY.
After the claim denial, **************** brought to PMCs attention a service record that was never submitted. Upon further review, **************** did indeed maintain his vehicle per the manufacturer's recommendations.
Due to the circumstances, PMC will reimburse **************** the amount PMC would have authorized for the repair.
It is important to note, that PMC pays up to the *** list price for parts and the labor hours specified in the national labor guide (********/ Pro Demand).
***************** West Valley Mopar Quoted $148.32 for the valve adjusters, *** list price is $130.80,the rocker arms were quoted at $229.08, *** list price is $202.20. The quoted labor to replace the valve adjusters and rocker arms was quoted at 9.4 hours at $190.00 per hour equaling $1786.00, the national labor guide (********/ Pro Demand) shows 5.5 hours equaling $1045.00.
PMC will reach out to **************** to inform him of the reimbursement instructions and details.
Initial Complaint
05/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have tried to cancel my account numerous times as I can no longer afford it. Every phone number listed hangs up on me, there is no way to speak to a real person, and the online login system says it "can't connect" every time I attempt to log in. I have been trying to contact somebody for months, and no matter what time I try to call, it always hangs up on me. Unfortunately, this business is linked to my bank account for automatic payments (they never forget or "can't connect" to do that much!) and I feel like I am being scammed.Business response
05/15/2024
PMC has reviewed the customer's statement, as well as the account on file. Our customer purchased a "Select policy, on 2/16/2022 with a starting mileage of ****** for a 2017 Jeep Cherokee.
PMC agent S.F.has reached out to ********************* to honor her request to cancel the policy and provided ********************* with a confirmation number.
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Customer Complaints Summary
513 total complaints in the last 3 years.
45 complaints closed in the last 12 months.
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