Information and Alerts

Government Action: BBB reports on known government actions involving business’ marketplace conduct:

Commonwealth of Pennsylvania V. Concord Auto Protect

The following describes a pending government action that has been formally brought by a government agency but has not yet been resolved. We are providing a summary of the government's allegations, which have not yet been proven.

On June 26, 2024, the Pennsylvania Attorney General’s Bureau of Consumer Protection (BCP) announced the filing of a lawsuit against this firm and its owner for allegedly violating the Pennsylvania Unfair Trade Practices and Consumer Protection Law. The lawsuit accuses the parties of allegedly failing to provide consumers with coverage and services for which consumers already contracted and paid, failing to honor contractual cancellations and refund obligations, failing to adhere to certain contract terms, including a promise to pay for rental cars, and failing to return phone calls and address consumer concerns in a timely matter.

The BCP seeks a permanent injunction against the defendants from continuing to engage in any deceptive or illegal business practices, disgorgement, civil penalties, full restitution, and investigation costs.

The BCP also advises consumers who have been affected by this company to contact the attorney general's office at 800-441-2555 or www.attorneygeneral.gov. 

Alert

The BBB investigated this company due to the number and type of complaints filed against it by consumers.  The BBB also conducted a review of major search engines and found several review sites which confirmed similar conduct by the company in reviews filed on review sites. Finally, the BBB reviewed the company's website to determine any policies the company had regarding issues that were the subject of our investigation.
Consumers have alleged they made claims under the auto service policy purchased from the company but never received promised compensation for their claims. Many consumers allege when they cancel the auto plan and request a prorated refund they are not receiving that in a timely manner. Some consumers claim they have waited months to a year for their refund. 
The service policy requires all customers to have maintenance records for their vehicles and that any lack of maintenance may result in claim denial. Some consumers allege they are denied claims for not having all the records when the policy was sold to them during the purchase of a used vehicle. Since it is a used vehicle there is no way for the consumer to have the records prior to purchase.  Consumers state they have tried to contact the business to correct the issues but the business did not return phone calls or emails.
When the BBB contacted the business to inquire about these concerns, the business responded stating they have a team dedicated solely to customer service and addressing customer concerns. Business stated they have been experiencing a backup of pending cancellations and refunds and are working through such delays. BBB will continue monitoring this business.