Protect My Car

October 27 Complaint against Protect My Car, Vehicle Service Contract writer. 4/2 I signed up for Protect My Car (PMC) Ambassador Platinum Vehicle Service Contract Number XXXXXX, Odometer reading at that time was 189,401 miles. For the service contract to become enforceable the vehicle had to be driven,1000 miles and have a 30-day waiting period. Both were accomplished and nothing from PMC saying we need your maintenance records from December to present for review. 4/6 I called in to cancel my contract, spoke with Brandy I., Customer Loyalty Specialist, (***@protectmycar.com) she convinced me that PMC was different than any other Extended Service Contract Companies because all functions were under one umbrella and the Administrators were not 3rd Party. I decided to continue with my contract. 5/02 190,401 miles and on the date of 5/02 contract became effective. Oil change HISTORY near my sign-up with PMC Ambassador Platinum • 11/18 180,591 Lube Oil & Filter Change + No issues • 1/29 185,699 Lube Oil & Filter Change + No issues • 4/03 188,509 Lube Oil & Filter Change + No issues • 6/28 195,005 Lube Oil & Filter Change + No issues. PMC Paid for the 1st of three Oil Changes per year. 9/27 200,322 miles. On my way to Firestone Complete Auto Care for my 2nd Oil Change to be paid for by PMC. On the way there I had a complete engine failure and the check Engine Light and other lights came on in the instrument panel. It was fortunate that I was just around the corner from Firestone. Was told that they wouldn’t be able to perform the diagnostic until the next day. Contacted Enterprise to obtain a rental car for which I had from 9/27 – 10/11 at $417.29 per week. Total with taxes $1,141.06. 9/28 200,322 miles. Went to Firestone to get a status on my SUV. Was told that it had an Internal Engine Issue, with these codes P030D and P0573, which was out of their area of expertise and that I should take it to an Engine Shop or GM Dealer. They said that they had contacted PMC to file a claim but was told that since they wouldn’t be doing the work, I would have to pay for the Engine Diagnostic. I paid $114.48. I contacted PMC Roadside Service and requested a Tow Truck, to take my SUV to All Star Chevrolet in Olive Branch MS. I had to call AAA after several hours because the Tow Truck never showed. I paid PMC Roadside Service $62, which I asked for a refund that hasn’t been refunded. My SUV was taken to All Star by AAA contractor. 9/29 Received a call from All Star Chevrolet Service Manager to give me an update on my SUV. Saying that they had received the same codes as Firestone and that they would have to do an Engine tear down to determine the problem. The cost would be around $1100.00 dollars. I provided them with my PMC contract number and telephone number. 9/29 at 3:44 pm I Received a call from Byron B., Claims Adjustor, PMC (XXX-XXX-XXXX), informing me that they had received information from All Star Chevrolet, requesting claim authorization to perform a tear down on the engine in my SUV. He informed me that PMC doesn’t authorize such service and that monies could be used toward the payment of my 25% towards a New Engine. Mr. B. and Jeff M. (Service Advisor, All Star Chevrolet) had priced out a New Engine. He said would get back with me. 9/29 at 3:50 pm I Received an email from Mr. Byron B., Claims Adjustor, PMC (***@protectmycar.com) requesting that I send him my last 3 oil changes for my SUV. 9/30 at 7:22 am I sent an email to Mr. B. that had my last 3 oil changes as attachment, that showed no problems noted or recommendations. At 9:12 am Mr. B. responded via email thanking me and that they would be in contact with me once they had received my inspection report. 10/04 at 9:55 am I received a call from Joshua P., Claims Adjustor, PMC (XXX-XXX-XXXX) saying that the Inspector had verified everything and that in checking the oil, he noticed that the oil level was a little high, the claim would be denied for failure to proper maintain the vehicle maintenance, which would violate my contract, he also was informed that I had went to a dealer service department on 3/04 and complained about Engine noise, the claim would be denied because of a Preexisting Condition with my Engine that existed prior to my signing up with PMC, which would violate my contract. He said that he would send an email requesting the maintenance record from 3/04. I said that you’re telling me the PMC signed me up for an Ambassador Platinum Vehicle service Contract with my vehicle at 189,401 miles and when a Valid Legitimate claim is filed, you’re going to disapprove it because you think that there’re preexisting conditions that wasn’t disclosed upon signup. I can’t think of any vehicle that has over 50,000 miles that doesn’t have a preexisting condition of some sort. Further, if you played the recording back on my signup call or any signup call for any new customer, you will not hear that question being asked! Does the vehicle have any current maintenance problems that you haven’t disclosed to PMC salesperson? When was your last oil change? Do you have a record of all your maintenance work performed on your vehicle since you’ve owned it?, etc. 10/05 at 5:02 pm I received an email from Joshua P., Claims Adjustor, PMC (***@protectmycar.com) requesting the maintenance records from 3/04. I didn’t remember going to any dealership complaining about my Engine. That was a very confusing time then, since we had just buried our sister who had just passed away from COVID a month before! 10/07 at 1:43 pm I sent an email to Mr. P., with the maintenance record attached from Sunrise GMC that had made an appointment for me for a recall on those Dangerous Takata Airbags, that were installed in most GM vehicles. During the write up the service advisor asked if there was anything else I need them to check since the vehicle was inhouse. I said the engine dose make some noise on startup as does all the GMC 6.2L AFM engines, mind you we’re at 187,356 miles and that could be anything. Let’s do a diagnostic, I paid $167.87 for the diagnostic. I did not go there for an Engine noise as claimed by their report. Jeff H., Service Advisor at Sunrise GMC can verify, he had serviced my SUV for over 10 years at different dealerships. On the phone Mr. P. requested that I provide him with 1 year’s worth of maintenance records as stated in the contract. I reviewed the contract over and over again and it states, satisfactory/accurate maintenance records and I assumed that in Mr B. asking for my last 3 oil changes, that fit the contract. I've owned this vehicle since 2011 as the original owner. I asked Mr. P. that I be contacted by a Supervisor, for I needed to request an Arbitration Hearing on this issue. I'm certain that your inspector in his report stated that my vehicle was in excellent condition, to be a 2011 manufactured SUV, because he took pictures and checked everything. I’ve spoken with several Service Advisors and has been told that extended service contract companies look for any and every minor issue in trying to deny any and ALL claims. In this case it appears to be true. 10/08 Recovered my SUV from All Star Chevrolet and towed it to my home of record. Paid $149.80 for Engine Diagnostic. They had been contacted by PMC claims department stating that they were not going to pay the claim. 10/11 at 1:20 pm missed call from Jason P.’, (***, x***) Supervisor, PMC. Please return my call at your earliest. 10/11 at 2:30 pm returned call to (*** x***), unable to leave a VMS. 10/14 at 10:24 am returned call to (*** x***), unable to leave a VMS. 10/15 at 12:07 pm returned call to (*** x***), unable to leave a VMS. 10/18 at 10:40 am returned call to (XXX-XXX-XXXX) x***, unable to leave a VMS. 10/20 at 1:48 pm returned call to (*** x***), unable to leave a VMS. 10/21 at 11:20 am returned call to (*** x***), unable to leave a VMS. 10/22 at 12:53 pm returned call to (*** x***), unable to leave a VMS. 10/23 at 5:45 pm returned call to (*** x***), unable to leave a VMS. 10/15 My SUV was towed to Expert Automotive for complete Engine Install. 10/22 Remanufactured GM 6.2L V8 RWD replaced. Parts & Labor $9,009.48. I went on the ProtectMyCar.com and completed the online contact us email information, requesting information about requesting an Arbitration Hearing, because the contract handbook doesn’t provide clear guidance on the subject. I have not heard back from PMC. Finally, I'm a Disabled Veteran on a fixed income and to Mr. B. point of wasted money. I feel at this time the only money that has been wasted is my paying faithfully every month for a contract with Protect My Car that you're searching for ways to not Honor. I feel the DEFAULT is on your-side. I’ve tried and tried to follow the proper Protocols, but PMC is not willing to communicate with me to make things right and HONOR their contract. The only Fair and Honorable thing is for PMC should HONOR their Ambassador Platinum Vehicle Service Contract, which I entered into in Good Faith and they the same and pay their 75% towards; New Engine $9,009.48; Rental Car $1,141.06; Engine Diagnostic X2 $149.80 & $114.48; Roadside Towing Service $62.00, total = $10,476.82. 75% = $7,857.61 ***. ***, *** (XXX) XXX-XXXX ***@icloud.com

I purchase a car warranty a few year ago. I pay in lump sum for my warranty in 2020 and my bill for not due again until December 2012. Protect my car did not sent me any bill statement regarding my bill regarding when my my bill was due. I had work done on my car done in January of 2021. protect my car cancel my warranty without left me know. I called them in April to find out regard my refund for the work that I had done on my car in January. Protect my car stated that they tried to take money out of my account; however they could not because the bank reject the transaction due to my account number have been change because there were illegal transaction on my account. Protect my car did not call me to inquire what about my account why my number had change or sent me any corresponded regarding my account I only had one payment left to pay the account off before they the account would had been paid off. I was trying to paid them off early I did realize that I still had one payment left I thought that I was paying them off early that is why I was paying in lump sum in order to pay early. Protect my Car do not work with there client they are were insensitive to there clients needs. They do not sent out paper or correspondence to remind them of the payment when they are due I did receive one pay bill or coupon book regard any payment. I was paid up for a year. I paid $3200