Complaint Review: C.A.R.S. Protection Plus

This company has no desire to satify customers!!

I communicated with CARS to simply get the name of the vendor that supplied my part that I could make a warranty claim with the manufacturer. They refused to simply give me name of the vendor. I did not ask them to provide any services to me.  

I made a BBB complaint but they administratively dismissed it. BBB obviously has a bias toward the company. I have pasted below the discourse.

MY ORIGINAL COMPLAINT

I purchased a C.A.R.S. extended warranty plan which covered the period of 9/21/2007 until 3/27/2013 at which time they would not renew due to the age/mileage of the vehicle.I submitted a claim for the repair of my AC system in March of 2013.C.A.R.S. supplied the compressor and other repair parts to my local mechanic.The mechanic installed the new parts and completed the job the same day that my C.A.R.S. warranty expired, 3/27/2013.C.A.R.S. paid the mechanic the contractually agreed portion.The vehicle was barely used the summer of 2013 (It has been driven about 2800 miles in the last 14 months), and when it was used that summer, the AC did not work.The mechanic assumed that there was a leak somewhere and told me that I should bring it in to get a dye test. He stated that it was unlikely to be the compressor, and if it was my research showed a manufacturer warranty on that part for 24 mos. so I was not worried.This year, 2014,(in March before the heat of the summer) I brought the vehicle in for a dye test.The mechanic performed the test and said that the compressor is leaking.I called 4 Seasons, (the compressor manufacturer) to put in a claim but they told me that the claim needs to go through the distributor that sold it.I called C.A.R.S. to find out where they purchased the compressor that I might submit a warranty claim on the compressor.C.A.R.S. told me that they would not disclose the vendor from which they purchased the compressor.Upon further inquiry Clint at C.A.R.S. told me that the part warranty expired on the very same day that it was installed and that they would be of "no further assistance" My request is that I be given the ability to make a warranty claim against the parts manufacturer. It is not equitable that the manufacturer warranty should be deemed void by C.A.R.S.If C.A.R.S. reserves the right to make parts claims against the manufacturers of parts that they supply there is no reason that they should not do this on my behalf. It would cost C.A.R.S. nothing

THEIR RESPONSE

I could not cut and paste it so I will give a synopsis: ( the entire response should be available on BBB site)

They said that I had the choice to trust them to provide the part or  to purchase it myself and since I trusted them to provide it there is no manufacturer warranty. They said all manufacturers warranties are null and void when the contract with CARS expires.

MY REJECTION OF THE RESPONSE

I find it very unlikely that C.A.R.S. will make ever the slightest effort to satisfy any complaint made against them. I have read most of the answers to the previous complaints against them and I find a peculiar similarity between them. Unlike many other businesses that actually attempt to serve their customers by extending goodwill gestures, and unlike many business owners that actually personally address issues that their customers may have, C.A.R.S. have all their responses written by an attorney. As we all know attorneys ply their trade not by being equitable nor by being literal but by parsing terms and stretching all understanding of statement to suit their purpose . If at any time the  C.A.R.S.' attorney permitted a resolution that served the customer there would be a c***k in the armor and C.A.R.S. would fear that customers might henceforth expect them to be a partner rather then an adversary.

To specifically address the attorneys response:

Most of the response is addressing irrelevant information including:

1) The specific contract renewal periods. 

2) Prior claims.

The attorney also seems to state that I was or am seeking some sort of coverage from C.A.R.S.

1) I am well aware that C.A.R.S. would not renew my policy ( although I desired to ) and therefore it is expired.

2) I am aware that C.A.R.S. has no legal obligation to assist me  by supplying  information on the vendor since my policy is expired and I do not nor have I asked that C.A.R.S. entertain ant type of claim from me.

3) I understand that the "limited warranty" is in effect only as long as the policy is in force. The term "limited warranty",  though ( that which is offered by C.A.R.S.)  ,I did not  and do not understand to supersede  and cancel out warranty coverage that is supplied by the manufacturer of the part, in this case 4 Seasons  of TX. who specifically informed me that a claim on the part would need go through the supplier or vendor (the company that purchased the part from 4 Seasons and then sold it to C.A.R.S.) not C.A.R.S. itself.  The contract between myself and C.A.R.S.  does not state that the manufacturer warranty is controlled by contract nor does it state that the supplier would not assist in a manufacturer parts claim  after the contract is expired nor does it state that they would refuse to supply vendor information for a claim at any time.

The attorneys response is a  typical legal stretching of the clear English meaning of terms  and is not justified by an unbiased reading of the contract terms.

I find it very interesting that the attorney stresses that I Chose to trust C.A.R.S. to supply the part and therefore I deserve the outcome. If it were clearly stated in the contract that the part had no manufacturer warranty I would not have trusted C.A.R.S. to supply it. The attorney stresses that under the contract,  C.A.R.S. has the right to supply a part of any quality ( Used, rebuilt, aftermarket ) Since  my contract was about to expire and C.A.R.S. would never have another claim from me why would they supply me with a quality part? 

I propose that it it likely that the part that they sent me was knowingly not of acceptable or even functional quality. Why would they waste their money on a quality part? The attorney, by saying that in April 4 they paid $346.37 to "our parts supplied?" has no actual meaning. With the emphasis that the attorney makes on the letter of the contract and not the spirit it is clear that protecting the bottom line at all costs is  top priority.

Yes, as the attorney stressed  " I CHOSE"  to trust C.A.R.S. to honor  the plain reading of the contract, and I believed that they would supply a quality part with a manufacturer warranty.  My mistake.

By putting in this claim after the deductible and counting the universally low labor estimates that C.A.R.S. makes I wasted out of pocket $300. in labor and materials.  (The refrigerant  and other misc parts  were not covered)  Now I will need to pay this all over again and supply another compressor to boot if I am not able to make a manufacturer warranty claim on the compressor..

Be very careful in dealing with this company or any company which  replaces customer service with a legal team. I do not believe that C.A.R.S will make any effort to assist me with the information I seek  but will continue to be an adversary. C.A.R.S is a "business' but it is not "better"

HERE IS THE BBB resolution to the issue

This message is in regard to your complaint submitted on 5/2/2014 8:38:55 AM against C.A.R.S Protection Plus Inc.  Your complaint was assigned ID 10034607.

The BBB, in reviewing the complaint that you submitted to us about C.A.R.S Protection Plus Inc, has closed the case.  The outcome of this complaint will be included in the company's Business Review for 3 years. 

If you wish to further pursue the issue, you might contact a legal advisor or the Attorney General's office.  Should you have any questions, please do not hesitate to contact us - we are happy to assist you. 

Regards,

Jen Anglin 
The Better Business Bureau

THIS IS HOW THE BUSINESS CAN HAVE ATTORNEYS FOR CUSTOMER SERVICE REPS AND STILL BE BBB ACCREDITED

Regards,