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US Automotive Protection Services complaints

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100 Mall Parkway Suite 121
Wentzville, MO 63385 | Get Directions

(888) 582-6870

http://www.usautomotiveprotect...

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Total Amount in Dispute:
$6,239.00

Total Amount Settled:
$0.00

Complaint Experience

25%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

4 complaints against US Automotive Protection Services closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
3	Unanswered

4 complaints against US Automotive Protection Services

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3/10/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $1,600.00 Amount Settled: $0.00

Customer Complaint

2/22/2024

On January 30th I took my 2018 Hyundai Elantra to dealership afterwards I called US Automotive regarding repair of damaged wiring by rodents. Hyundai informed me they contacted US Automotive regarding but after 5 days of a run around no adjuster was assigned finally an adjuster was assigned and after an additional 4 days was informed claim denied. Now I'm stuck with the repair bill of approx $1,600 dollars. I authorized dealership to repair and that I would pay because I've been without my car for over 17 days and need to meet medical appointments. I'm retired. Resolution Sought Repayment of repair costs

Company Response

2/27/2024

Dear Mr. Henderson, Thank you for taking the time to contact us regarding your recent experience with the claim for your 2018 Hyundai Elantra. We understand how disappointing and frustrating it must have been to face delays in the claims process, only to learn that your claim was denied, especially during a time when you needed your vehicle for important medical appointments. Upon thorough review of your situation, we regret to confirm that the damage caused by rodents to the wiring of your vehicle is not covered under the terms of our mechanical failure policy. We recognize that this clarification does not change the difficulties you've encountered but hope it helps in understanding the basis for our claim decision. We sincerely apologize for any confusion or inconvenience this may have caused, particularly regarding the communication and service delays you experienced. We take your feedback seriously and are actively working with our partners to improve our processes and ensure clearer, more timely communication with our customers. Although we are unable to offer reimbursement for the repairs, we encourage you to review your policy documentation for a detailed explanation of coverages and exclusions, which might help in identifying any other potential avenues for assistance within your current policy or future protections to consider. We deeply value your trust in us for your coverage needs and are committed to learning from your experience to improve our service. If you have any further questions or need clarification on your policy and its coverages, please do not hesitate to contact our customer service team at 1-888-586-6154. We are here to assist you. Thank you again for bringing this matter to our attention. We appreciate the opportunity to clarify our position and remain committed to serving you to the best of our ability. Sincerely, Stacey Cunningham Chief Operating Officer

10/16/2023

RESPONSE: Complaint was not answered Amount in Dispute: $100.00 Amount Settled: $0.00

Customer Complaint

9/20/2023

I received a deceptive letter from this company regarding a lapse in insurance on a vehicle I purchased. This led me to believe I was in danger of losing my coverage. Definitely feel like I was taken advantage of. Resolution Sought I just wish to receive a refund on my installation fee and also to get my account cancelled as to not receive any more recurring charges.

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