Complaints

• Initial Complaint

  11/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a Vehicle Service Agreement with the company valid 08/26/21 through 08/26/26 . I sold the covered vehicle 09/15/23 and contacted Concord the next day for my prorated refund. It's somewhere over $1500 according to their calculations. I was told I would receive a check in 10-12 days. I have yet to receive a check. I have called four times, and all I get is lip service with no results . I think they should be banned from being able to conduct business in N C .

  Business response

  11/08/2023

  It looks on our end like it was issued. We are making sure that if it wasn't that it will be right away.

   

  Customer response

  11/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I did not receive a check. If one was issued it never reached me and needs to be reissued. Perhaps it was lost in the mail or sent to a wrong address.
  
  Regards,
  
  *******************
  

  Business response

  11/15/2023

  A new one was already re issued. Sorry for whatever happened as we want to make sure you receive it. 

  Thank You

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I originally started a policy with Concord Auto Protection on 10/1/2019. I had the policy on a 2016 **** and started policy with 36,000 miles. Policy was started again on 10/1/2019 and was subject to end on 04/01/2025 or 136000 miles (whichever came first). When I signed up, I paid all costs for extended warranty upfront for a total of 1500.00. Today I went to cancel my policy on 10/31/2023 and they stated that they gave me additional 6 months for free and I was not entitled to any money for cancellation. When asked to see a copy of my contract they stated that since I cancelled the policy, I was not entitled to review original contract and to help easy my frustration based on the original zero-dollar statement, they were willing to provide 112.86 back to assist. For 1- i have a hard time understanding how they review their refunds. 2- the service agent I spoke with was extremely argumentative and at one time hung up on me when I asked for a copy of the contract.

  Business response

  11/01/2023

  We will have the amount revised and refunded. 

  Customer response

  11/02/2023

  [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,
  
  *********************************
  

• Initial Complaint

  10/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm sharing my experience with a product that seems like a scam. I purchased their 3-year bumper-to-bumper warranty for $1,450 with no deductible in August 2022. Around May 2023, my car had an issue with the caliper bracket. After fixing it, my mechanic informed the company about the $200 cost, received a claim number, but got no response ever since.I've called them multiple times about the claim, and every time, they promise a specialist will call the next week, but I never receive a call. It seems their strategy is to drag things out until you give up on your claim. Realizing this, I decided to cancel my policy and get a refund. Keep in mind, I'd only been with them for a year, with two years left. They offered $415 for the remaining two years, which doesn't make sense. Proportionally, I've only used a third of my policy. When I argued this, they avoided the discussion, promising someone would call to discuss the refund, but no one did. They haven't explained why I'm only getting a third of my money back with two-thirds of the policy left. This feels like a scam, and they should be held accountable. One other note: when I initially called to cancel my policy, their response was rather unusual. They asked if they address the outstanding claim, could I not cancel my policy. It struck me as odd because resolving my claim should be a standard responsibility of theirs, not a bargaining chip to prevent cancellation. It raised doubts about their legitimacy as a company. I've checked their positive reviews on platforms like ****, and they all seem fake—same length, same description. People like me who bought their product ended up getting scammed. Beware of this company.

  Business response

  10/30/2023

  Hi,

  We don't have any new claims but we were happy to cover the last ones. We will resolve this matter right away for you. Thank You

  Customer response

  10/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: What is your response supposed to mean? Are you guys actually going to contact me this time? There have been too many times when you guys promised to call to resolve the claim but didn't. How do you plan to resolve this? I want my previous claim processed, followed by a proportional refund.
  
  *************
  

  Business response

  11/08/2023

  We can't find this customer in our system. Do they have a VSP # or phone number they gave when they signed up?

   

  Thank You

  Customer response

  11/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  VSP: ******* 
  
  Regards,
  
  *************
  

  Business response

  11/15/2023

  He was refunded in October. 

  Customer response

  11/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Read the first complaint, two things: first, the scam like tactic when it comes to dealing with claim; second, the refund amount, I have the phones record, when I clearly told your customer service I didn’t agree to the refund amount and then next day when I call to discuss my refund again, I was told I had already agreed to the cancelation. Listen, if this is not deal with, I’m going to sue you. Trust me, I don’t care about the money anymore.

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

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Policy: Premium VSP# ******* Start: 12/1/22 End: 12/1/27 Claim No. ******* ************** On Nov 1, 2022, I contracted with Concord Auto Protect for an extended warranty on my 2010 ****** ******* Wagon AWD. Coverage started on Dec 1, 2022 after a required 30-day waiting period. This initial contract was handled by ********************* *******(********@concordautoprotect.com). I agreed to pay a total of $1,976 in monthly installments of about $75. Concord agreed to cover repairs to issues specified in the policy agreement. On or about October 7, 2023, my car broke down. My car insurance company towed the car to a ***** Auto Shop in Denver. A few days later, they informed me the engine needed to be replaced. I contacted Concord in order to apply my coverage to the replacement. Concord told me to have ***** contact them (I didn't get this persons name, but it was a man with a very thick accent who I could barely understand). After ***** provided Concord with information, they told ***** (not me) that my claim was denied because my policy was past due. That didnt make sense to me because my monthly payments were on auto-debit out of my checking account. And I had never received notice of a missed payment or failed attempt to debit my account. I checked my bank account, and I saw that all of my monthly payments had been auto-debited out of my account through April 30, 2023 (which was the date that Concord ran the transaction, and it hit my account on May 1, 2023; the amount was the agreed amount around $75). So, on or about Oct 12, 2023, I called Concord. I explained the situation to the person who answered my call. He was silent for quite a while as he seemed to be surprised that this had happened; he didnt even attempt to give me an explanation, and he said he would need to put me through to a manager, *****************************. He put me through but there was no answer and I left a voicemail explaining the situation and demanding a call back immediately. I never received a call.Because I hadnt heard back, I got on their website and tried to log into my online client account on Saturday Oct 14, 2023 (I apparently had never been given the officially copy of my agreement, so I was eager to obtain it). The credentials Id been given didnt work, and there was no option to retrieve or change my password. I was locked out of my client account. So I called ******************** again even though it was over the weekend. I reached someone who basically just an operator though she referred to herself as customer service. I said I had left a message for ******* and needed to speak with him; she said he couldnt be reached. I said I needed to get access to my online account. She said their system was undergoing some work or overhaul, and theyd let me know when it was ready to be accessed. She couldnt even estimate when that might be. She said shed pass along that I called and someone would get back to me. I never heard from anyone.I then called Concord again. This time I asked for ****, because he was the adjuster whod been working with *****. The person who answered my call said **** couldnt be reached by phone, but only by email. So I emailed ****, and neither he nor anyone else responded to me.After not hearing from Concord for a few more days, I called again. This time the person who answered said that they had tried to run the payment in April 2023 but it hadnt gone through because my card had expired. That didnt sound right to me, and I said I never received word from them about a missed or failed payment, and I said I had proof that the payment had gone through. He apologized at least three times during the call and said hed resubmit the claim for review. I even offered to pay for the months that they hadnt been debiting my account. He said someone from billing would call me the next morning to get it straightened out. No one ever called me. The next day or two, ***** told me that Concord had denied my claim yet again because my policy was ‘past due.’ I called Concord yet again, explained the situation to a new person, and demanded an immediate resolution. The first person put me on the phone with someone else. More or less, he told me “it’s basically out of our hands” because “your needs a whole new engine.” I literally laughed out loud; I said, “And your policy covers that.” He then put me on the phone with the last person I spoke to. He told me multiple times that there was nothing that could be done; the policy was past due and even if I paid for the outstanding months, the claim is denied. He said even if it was their fault that the payment wasn’t made, the claim was still denied. He told me that the payment hadn’t gone through because of “insufficient funds” on April 30, 2023. I pulled up my checking account again, and I read him the transaction number for the **** payment they ran that very day which went through on May 1, 2023. So he and the prior worker both lied to me about my payment not going through and why it supposedly didn’t go through. He offered to either refund what I had paid for the policy or pay me $500 “for your trouble.” I told him I’d see them in arbitration (if that’s what the policy requires). On October 20, 2023, I emailed Concord yet again to obtain a copy of my signed agreement and to access my online client account. I again never received any response. 

  Business response

  10/27/2023

  You are 5 months past due. If your payments aren't up to date, we reserve the right to deny your claim. Sorry, thank you and good luck. 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/13/23 I was told by ******************* at Concord Auto Protect that I would receive a $1800 refund for the Auto Warranty I purchased earlier this year. I have this refund promise in writing via email each time I call they say oh you receive the refund in 5 to 7 days yet or somebody will call you back tomorrow and they do not.

  Business response

  11/08/2023

  This was refunded in October. Sorry for any delay. 

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My warranty includes a wheel reimbursement in the amount of $100. I submitted the necessary documentation via email in 7/23; claim was approved the beginning of 8/23. I have made phone calls, left voice mail messages and sent emails since that time. Phone calls are not returned and emails are not responded to. A total of at least 5 checks have supposedly been mailed; to date, no payment has been received. This business has attempted to "force" me to open a ****** account or use someone else's for payment. I neither have nor want to open a ****** account. In one of the last phone calls I made, I talked to **** on 10/17/23, and he indicated there was only one notation on my account. This notation was from 9/29/23, when he issued a check which was mailed on 10/2/23. I talked to a ****** on 9/29/23. This is just one example of the "stories" I have been told by Concord Auto.

  Business response

  11/08/2023

  If this wasn't received. We will make sure its sent immediately. Thank You

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm sending this email to express my complete dissatisfaction with the processing time and settlement of this claim. The claim was acknowledged on August 23rd. On 8/24, my repair shop, XXXXX, submitted the requested information they had available and on 8/25, I provided records of my service history. On 8/28, XXXXX indicated they had heard from Concord, who said they had all that was needed and should be hearing from the adjuster by the end of the day. On 8/29, XXXX and I were informed an inspector would be contacting them and that was scheduled for 8/30. Did not show and there was no communication of the delay. That inspector finally arrived 9/1.On 9/11, XXXXX and I both received notice that the claim was authorized and they were to source a recycled unit. There were no limits or qualifications on that unit. On September 14th, I reached out to XXXXX and they located a unit with 71,000 for $2,600 and had sent that to Concord. On the 15th, XXXXX contacted me that the claim was approved for $2,624. Took 3 weeks to get that far all due to Concord.I asked XXXXX for anything they had from Concord and they sent me a copy of an email authorizing $1,600 for trans. It indicated there were multiple transmissions available locally for $1,300 to $1,500, WITH ROUGHLY THE SAME MILEAGE CURRENTLY ON THIS VEHICLE. I asked XXXXX to get those quotes thinking I may want to take one as I had 16 months left on the Concord warranty. XXXXXreceived 4 quotes from Concord, all showing $1,600 on transmissions averaging 118,400 miles, or over 40% more mileage than I have. How is a 40% difference roughly the same? The mileage on XXXXX's sourced transmission was within 15% and more comparable than 40%.So, comparable pricing adjusted for actual mileage would mean that the claim for the transmission cost should be between $2,199 (on XXXXXs sourced transmission) and $2,256 (on Concords sourced transmissions). I asked for the $600 additional settlement and was denied.

  Business response

  10/03/2023

  Is this a good review? or a complaint? All of his repairs were approved. We are happy to help any time. Thank you. 

  Customer response

  10/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: YOU PROVIDE NO SUPPORT FOR YOUR CLAIM OF $1.300 TO $1,500 TRANSMISSIONS WITH SIMILAR MILEAGE.  TO GET A COMPARABLE TRANSMISSION COSTS $2,200 NOT $1,600 PROVIDED!

  WHERE WERE THE $1,300 TO $1,500 TRANSMISSIONS WITH SIMILAR MILEAGE.

  D- RATING!  I WONDER WHY.  TRY A LITTLE LESS, SURELY YOU CAN GET AN "F".
  
  Regards,
  
  *****************************

• Initial Complaint

  09/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Concorde Auto Protect, **************. On 5/20/20 we purchased the 5 year, so-called “premium”, extended warranty auto plan, for $1800. In July, my daughter’s adaptive cruise control stopped working as well as her lane keep assist. We put in a claim and they’re denying it. This is for a safety issue on our daughter’s car that is definitely covered. Also, I don’t think her emergency braking would work which really worries us. They twist & turn words to trick you into thinking it’s not covered and then they go dark. I’ve spent numerous hours on the phone back and forth with them and also hours with the dealership. I care for my dear elderly parents and this headache has caused me many hours away from their care as I’m constantly on the phone dealing with this. I have notes of calls from beginning of July and it’s getting ridiculous already. My daughter went back to college and I had her take my car as I don’t want her driving a car without the safety features working. We appreciate your help so that we can get a refund of our $1800 policy, or have Concorde cover the $1824 repair. The claim number is *******. Thank you, ****

  Business response

  10/11/2023

  Sorry that the parts weren't covered but we were happy to help with $400.00. We will have ****** at Extension *** reach out to see if you'd like the refund or maybe we can get more approved for you as a courtesy since we hate to deny any claim. You can also reach him right away regarding this case. Thank You

• Initial Complaint

  09/22/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Concord Auto Protect (CAP) and I have been going through this for some time, with Concord Auto Protect consistently showing bad faith. My covered repair would be expensive for them. They chose to deny the claim. They refuse to resolve the issue, but repeatedly and falsely promise a small cash settlement. The State of Pennsylvania Division of Consumer Affairs, and the State of Colorado Attorney General are actively pursuing this case as one of false and deceptive advertising, theft, and contract estoppel. The State of Colorado now requires CAP to cc all of their communications on this matter to them. BBB knows the history here in complaints ********, ********, ********, ********. Concord's actions and denials have resulted in the early disposal of a fixable car at the loss of $10,500. They also effectively cancelled our agreement. Solutions shall be settled by September 30, 2023 via company check delivered through ***** delivery. After that, a lawsuit in small claims will be initated forcing Concord to travel in defense. After that there will be a more comprehensive civil actions in Colorado where my attorneys are waiting. In PA, I am ready to commission the firm of **************** LLC for class action investigation and very expensive settlement. The class will be those people living in the USA or Canada who have also suffered significant losses. CAP must work actively to reduce their exposure by paying the verified cost of defense, $10,500, or the purchase of an equivalent gas or diesel *** ** Sport with < 94,000 miles. They will receive releases of liability. Time is of the essence. The vehicle was a 2012 *** *** for which I paid $13,000. I sold my vehicle for $2,500. My mechanic calls the breakdown "catastrophic" which means it happened suddenly, There are plausible alternative explanations for the failure. My Demand is to settle now, by September 30, 2023 on pain of tens of thousands os US currency, lost reputation, and potential business forfeiture.

  Customer response

  10/21/2023

  I have referred this to the Colorado Attorney General and am taking appropriate and escalating legal action in the State of Colorado. Thank you for your help, I appreciate it. You served me well and once again I thank you.

   

  *************************************************** ***, ***

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The Concord Protect Policy Agreement language is so confusing, vague, and contradictory that they could decline just about any claim on some basis. To begin with, they've cleverly avoided using any language that defines the actual nature of the agreement. Is it an extended warranty, a service contract, a service agreement, a mechanical breakdown insurance policy, or what? Each of these types of agreements is regulated by different regulatory agencies, and they've cleverly (intentionally, I'm sure) disguised what it is. However, the FTC and ******** **** Warranty Act clearly states that confusing or vague language in a warranty or service contract will be held against the creator of the contract. Regarding your transmission claim, I feel that the requirements described in #10 - are equating Recalls and TSBs. Manufacturers notify vehicle owners of Recalls because of safety liability concerns, but TSBs are internal documents to assist the dealership mechanics with identifying and repairing mechanical issues that arise post-manufacturing and don't fall into a safety category. Most TSBs are the financial responsibility of the vehicle owner, but vehicle owners only find out about them when their vehicle is brought in for service or repairs. Note that in #10, the second sentence only requires that Recall repairs be performed and does not specifically include TSBs. #17 again combines TSBs and Recalls, however, in this case, they're saying they won't pay for repairing them - not that it disqualifies subsequent/related repairs from coverage. much of paragraph 11 of the agreement is not enforceable because it takes away rights that they can't force you to waive - limiting the amount you can recover and no attorney fees are an example. Concord Auto Protect does their very best to not pay out a claim, this is now my second complaint, which they would not cover.

  Business response

  09/06/2023

  TSBs are excluded in our agreement in section 8, in bullet points 10 and 17.

  We would love to help with a courtesy or a refund.

  Thank You

*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. ↩