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Description

This company offers third party administration of extended auto warranty products and services through partnerships with independent sales agents and dealer clients.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that National Auto Care Corporation meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for National Auto Care Corporation include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 89 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

89 complaints closed with BBB in last 3 years | 29 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 2
Guarantee/Warranty Issues 62
Problems with Product/Service 24
Total Closed Complaints 89

Customer Reviews Summary Read customer reviews

12 Customer Reviews on National Auto Care Corporation
Customer Experience Total Customer Reviews
Positive Experience 4
Neutral Experience 0
Negative Experience 8
Total Customer Reviews 12

Additional Information

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BBB file opened: March 01, 1987 Business started: 04/16/1984 Business started locally: 04/16/1984 Business incorporated: 04/16/1984 in OH
Type of Entity

Corporation

Business Management
Ms. Christina Schrank, President Mr. William R. Speaks, Board of Directors/Co-Owner Mr. Peter Biscardi, Board of Directors/Co-Owner Ms. Angie Hatfield, Operations Manager
Contact Information
Customer Contact: Mr. Joe Ross, Director Claims
Principal: Ms. Christina Schrank, President
Principal: Mr. William R. Speaks, Board of Directors/Co-Owner
Business Category

Extended Warranty Contract Service Companies Auto Warranty Service

Alternate Business Names
NAC

Additional Locations

  • 575 Westar Xing

    Westerville, OH 43082 (800) 548-1875

  • 1
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  • Advertising or Sales
  • Billing or Collection
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  • Delivery
  • Guarantee or Warranty

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Complaint Detail(s)

7/29/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have an 2002 GMC Sierra 1500 that the rear differential went out on it. I took it to the ***** ********* where I bought the vehicle from. I have a powertrain warranty from the Nac. The adjuster came out and told the dealer and filed on the claim that it was excessive wheel spin that caused the damage therefor it was denied. I was traveling on interstate I-95 at 60 mph when it broke. The tire wear the adjuster was talking about was from my front end needed alignment and i rotated my tires from the front to the back because I was getting a vibration. I was being accused of doing things in my vehicle that I didn't do.

Desired Settlement: I would like the NAC to cover the cost of the repair excluding my deductible.

Consumer Response: ***** ******************* ********************* ***** **** *** *** **** ** **** ** ******** ****** ***** ********* *** *************************************** ***************************************

Good evening ma'am,
This is ****** ****h I received your email regarding my claim. I am more than willing to help any way I can. As per your email you asked for all paperwork regarding my truck. Unfortunately I have not received any from the dealership nor the NAC. All I have received is two phone calls from the dealership. The first was about calling the warranty adjuster to come out and inspect the truck. The other was the dealership calling to tell me that my claim was denied. I immediately called the NAC and tried to speak to a supervisor I called numerous times all i got was a voicemail. Nobody asked what happened when the truck broke down. All the companies did was assumed what happened. Thank you for looking into my claim, have a wonderful day.

Business Response:

**** *** ********Thank you for your submittal on July 17, 2014.  In reviewing *** *****'s claim dated July 15, 2014, the shop called in the complaint of " the vehicle won't move and the Rear Diiferential is the cause and it needs replaced". A 3rd Party Independent Inspector verified the Rear Differential on *** *****'s truck was failed, but the evidence(heavy amount of rubber in the rear wheel wells) suggest the failure of the Rear Differential was caused by "the truck being stuck and the use of excessive tire while trying to get un-stuck". When the wheels are spinning at a high rate of speed and suddenly grip the road/surface, the result is the damage found in *** *****'s Rear Differential.

Below is the 3rd Party Independent Inspector's Findings:

Failed Components/Extent of Damage
No external leaks noted, residual differential fluid is in fair condition.  Large quantity of the spider gear and limited slip pieces in differential housing. One spider gear is shattered, differential case is gouged and cracked in the gouge mark. A couple of pinion teeth are chipped, no lack of lubrication noted. Undercarriage is coated with mud, some grassy debris present in recesses. There is a large quantity of fresh tire rubber on both rear fenders and the inside both rear wheel wells. There is radial scratching present on both rear tire treads. No other failures demonstrated

Cause of Failure
Breakage of spider gear due to slip/grab as evidenced by tire debris in wheel wells and on rear fenders and radial scratching of rear tire treads.

 

Based on the 3rd Party Independent Inspector's Findings, *** *****'s claim is denied.

National Auto Care appreciates your agency's time & understanding in this matter.

  *** ****
******** ** ******

National Auto Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a 08 Nissan Altima where the oil pressure was not reaching the engine properly. I took it to the shop bc the check engine light came on & the warranty company said they need further tear down of the engine even AFTER their adjuster came out & recommended me get a whole new motor. My mechanic's issue is the warranty company is trying to give me the run around by not accepting liability. It's so much more to the story but I'm drained at even talking about it.

Desired Settlement: Accept liability & pay for a new engine. I have a bumper to bumper warranty with "Pennicle" coverage! They stiffed me on the bill the last time something like this happened.

Business Response:

Dear *** ******** 

Thank You for your submittal on July 17, 2014.  In reviewing ****** ******'s claim of july 11, 2014, the repair facility called National Auto Care with a complaint of an internal engine noise.  At that time, National Auto Care asked *** at ** **** ******* to get *** ******'s permission for teardown to point of failure(inspector needs to see the actual failed part), then call back to National Auto Care to schedule the inspection.   On July 15, 2014, *** at ** **** ******* called National Auto Care to request the inspector be sent to inspect the vehicle. When *** at ** **** *******  was asked about the state of teardown and what part has failed, *** at ** **** ******* stated he was not doing teardown and the inspector needed to come look at the vehicle just the way it is now.   

National Auto Care scheduled the inspection for July 16, 2014.  Below is the 3rd Party Independent Inspector's Findings concerning the engine complaint:

Failed Components/Extent of Damage

There is an abnormal noise coming from the center of the engine.
There is scoring on all four cylinders indicating ring sticking or failure.
Using a bore scope inspector identified excessive scoring on the engine cylinder walls of every cylinder.
Long term oil leak from front timing cover.

Cause of Failure                                  

Symptoms consistent with internal engine failure consistent with lack of lube. Complete tear down will be required to determine cause of failure and extent of damage.

 

Line #2 of the inspection report states "There is scoring on all four cylinders indicating ring sticking or failure."

Stuck Rings are Excluded on National Auto Care contracts, that is why further teardown is needed.

Exclusion # 2 states -  Any repair for the purpose of correcting engine compression, correcting oil consumption, or the gradual reduction of performance, when a mechanical breakdown has not occurred. Valve grinding, valve guides, burnt valves, stuck valves, burnt piston, and/or stuck rings are not covered.

 National Auto Care spoke to *** at ** **** ******* again on July 16, 2014, and again he refused to teardown the engine to show a cause of failure and he hung up on the Claims Adjuster.

National Auto Care cannot proceed with Ms. Fowler's claim unitl the engine is toredown to the point of failure and the failure is verified by the 3rd Party Independent Inspector. If Stuck Rings are the Cause of Failure, then National Auto Care wound have no liability on the engine repair.

National Auto Care will wait to hear from *** ****** on how she wants to proceed with this claim. 

National Auto Care appreciates your agency's time and understanding in this matter. 

*** ****
 ******** ** ******

National Auto Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Took my warrantied car to a dealer for repairs. The car had several issues that national auto care would not cover although my warranty states they should be. 1. Airbag light intermittently coming on. Unable to replicate, but had several counts in the historical codes list. THIS IS A HUGE SAFETY CONCERN AS THIS CAN POTENTIALLY CAUSE AIRBAGS NOT TO DEPLOY WHEN NEEDED OR DEPLOY WHEN UNNECESSARY CAUSING AN ACCIDENT. 2. Front struts. The struts were squeaking indicating failure. Would not cover the failed parts because there was no indication of fluid. Being a service technician, fluid is not always visible, nor always key to finding a failed strut. These two items were the ones that stuck out to me as a concern on the treatment of customers and the authenticity of the contract.

Desired Settlement: Repair the noted issues as necessary.

Business Response:

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

Thank you for your submittal on July 11, 2014.  In reviewing *** ***** claim of July 10, 2014 it appears the 2 complaints in question(both front struts and the passanger side airbag) were not verified failed by the Independent 3rd Party Inspector.  Below is the inspectors findings concerning *** ***** complaint:

AIrbag - DTC Code boo92 - passanger presence system performance noted but not demonstrated. Inspector sat in passanger seat several times and it always detected my presence.

Front Struts - Inspector verified front struts are not leaking and no looseness found when using hand force. The technician stated problem is intermittent and he could not duplicate. No other failures seen or demonstrated. 

National Auto Care is willing to re-inspect *** ***** vehicle to verify the failure of the front struts and the passanger side airbag if the shop can demonstrate to the inspector the parts are failed.   If *** ***** wants his vehicle re-inspected, the shop must call National Auto Care and request a 2nd inspection.  If the shop can demonstrate a failure of the parts to the inspector, National Auto Care will authorize the repairs in question.

National Auto Care appreciates your agency's time and understanding in this matter. 

Best Regards,

*** ****

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

National Auto Care

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/27/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On June 5, 2014 I took my volkswagon jetta (diesel) to Sunset Auto, who have serviced my vehicle for the past few years. I was starting to hear the "chirp" sound of a loose belt and it had been idling very rough for a couple of weeks. I gave them the information and phone number NAC. I was contacted later that day and was told that the "chirp" was due to the tensioner belt and needed to be replaced and was not covered under my warranty (which didn't shock me, because every claim every submitted to date has been denied). I was told by Sunset Auto that replacing the tensioner did not fix the rough idling and they would continue to diagnose the issue. After researching and continued diagnosing they suspected that the fly wheel was failing or had already failed and would need to pull out my transmission to be able to determine if this was in fact the case. I had them pull the transmission on Friday 6/6/14 to see if that was the issue, turns out it was the issue. When I was contacted later in the day to be told of the issue and the cost, over $1,800.00 I asked about my warranty coverage. They said they would call NAC and let me know. When they call NAC it was after 5pm on a Friday they explained what was done up to that point (transmission pulled, faulty fly wheel) .. at no point where they ever told to stop work, they were told to keep the faulty parts and that an adjuster would be out on Monday to take pictures. The car was put back together to make sure that the fly wheel was in fact the issue, which it was. The adjuster showed up Monday afternoon took the pictures and said he didn't think there would be a problem. The next day NAC called and said the claim was being denied because the "repairs were already done when adjuster arrived and no prior authorization was given to repair the car." So even though the mechanic called, indicated the car was torn apart, fly wheel was removed they were not told to stop and wait for adjuster, they were told to have parts available for adjuster to look at and take pictures. When I spoke to NAC about this, they said that "having the car torn apart was a diagnosis, not a repair and that the mechanic should have waited for the authorization to continue." So a lack of communication is going to cost me (a single mother with 2 babies under the age of 3) $1,805.00 .. I spent over $4000 to pay for my warranty (18 months of payments) and they have denied every single claim with the exception of 1 ($800) .. I got this warranty for the very reason that I do not have the money or the resources available to me to pay huge car repair bills and I need my car to work.! The fact that this is a covered item and they are saying "no prior authorization was given" when they were called and where aware that the "diagnosing" was going on and still are trying to get around this issue .. I have paid them $4000, they are still going to make money off of me! This is why warranty companies have such a terrible reputation, you spend the money, thinking you are prepared for unexpected repairs and you are still left with a huge bill you have no idea how you are going to pay!

Desired Settlement: I want them to cover the repairs and pay for the item under warranty!

Business Response: National Auto Care authorized the requested Transmission repair for Ms. ********'s 2006 Volkswagen Jetta on June 11, 2014, at 5:09PM.  We dealt with**** at Sunset Auto, where the vehicle was at for repairs. Thank you for your time in this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/20/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I took my G35 to the Infiniti dealership today because of some noise in the front end going over bumps and for an alignment. They call me a few hours later and inform me that the Compression Rod Bushings need to be replaced. I tell them to call national auto care and they did and informed me that it was denied (surprise...). This cost is over $900! I paid over $1800 for this so called extended warranty and am told over and over that's not covered and that's not covered. They weasel their way out of paying claims and i'm on the losing end.

Desired Settlement: I want the company to cover this cost and pay the dealership like they are supposed to and honor my extended warranty.

Business Response:

The shop asked for both front compression/control arm bushings. The Claims Adjuster denied the claim because the control arm bushing are not listed as covered on Mr. Martin's service contract.

After reviewing Mr. Martin's claim, I determined the control arm bushing cannot be purchased seperately from the control arms.  This makes NAC liable for purchasing the control arms.  This claim was authorized at 9:27AM this morning. 

Thank you for your time in this matter.

Consumer Response: I have reviewed the response made by the business and find that this resolution is satisfactory to me.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April 21 of 2014, national auto care was contacted by *******, service manager at ********** ************** ** **** ***** **** ******* ** ***** ***** ******** and reported the mechanical issue (transmission), which is under warrantee with NAC. ******* contacted me and informed me that NAC wants to sent an inspector before approving repair. The inspector came on the 23 of April around 3:30 PM central time. ******* was informed that he will be contacted by a claim adjuster to discuss repair options and whether they would deliver a new or used part. ******* told them, "since the warrantee on the car ends 10/2014, the customer does not want to pay $4500 difference and that they should deliver a used transmission. I spoke with ******* on Thursday the 24 at 4pm and asked if NAC adjuster has contacted him, the answer was no. Again, I contacted ********** on Friday the 25th and Sat the 26th, still no answer from NAC. On Monday the 28th of April, ******* called NAC and he was told that they had left a message for him on the 23rd and that they were waiting for his call. That is incorrect! because I have been communicating with ******* everyday except Sunday the 27. I contacted NAC on Thursday May 1st and requested that they should compensate me for the time I have been waiting their response to the repair of my car. I was told that the "contract allows them to pay for 5 days and they will only pay for additional 1 day because the inspector was not there on the 22 of April. Meanwhile, I am paying 34.99 a day for rental car since the 21st of April, and my car is still not fixed because the part has not been delivered to **********. It is obvious that NAC does not care about their customer, and they have proved that in the past with other customers. See customer reviews on Google. "ripoff"

Desired Settlement: I want National Auto care to take responsibility for fulfilling their commitment to their customers and reevaluate the language of the contract, which clearly does not seem to be a legitimate contract, because it only serves the interest of the company, undermining the customer's situation. I want NAC to compensate me for $500.00 in rental fees.

Business Response: Thank you for your submittal on May 1, 2014. In reviewing Mr. ********'s claim of April 21, 2014 it
appears NAC authorized 7 Days Rental ($245.00) for this repair. Per Contract Terms, rental is based on
the amount of Labor Time needed to do the repairs (8 hours of labor time equals 1 day of rental
coverage with a MAX Rental of 5 days or $175.00 per claim).  In Mr. ********'s case, the shop
requested 9.2 labor hours to complete the repairs, which qualifies Mr. ******** for two days rental,
When you add the 2 days of rental because of the inspection delays, which justifies 4 days of rental.
Please find enclosed a copy of Mr. ********'s agreement which explains the rental coverage in the
Substitute transportation section. Based on the terms of Mr. ********'s contract, National Auto Care
has exceeded its rental responsibilities on this claim. NAC appreciates your agency's time and
understanding in this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/9/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Today May 7, 2014 I called the claims dept. wanting to know why they will not pay for the repair of the steering rack on our car, I was told that they do not cover seals & gaskets. So we are paying for a warranty that will not cover anything on the car, I know that there are a lot of seals & gaskets in an engine and if one breaks this company will not cover the repairs. What good is a warranty if you can't use it.

Desired Settlement: All I want is for this company to pay for the repair, that we are paying a warranty for.

Business Response:

As of 12:17 PM today, this matter has been resolved. National Auto Care is paying to have this vehicle repaired.  Mr. ***** can contact me if he has any more questions.

Thank you for your time in this matter.

Consumer Response: I have reviewed the response made by the business and find this resolution is satisfactory to me.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/21/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had my car towed to paddock chevrolet after my car failed to go in reverse. I contacted the dealer where I purchased the car to find out about my powertrain lifetime warranty and was told that I needed to call NAC. I called NAC on 4/7th and was told that I needed to have proof of maintenance of the vehicle. I called the dealer and had them fax the record of maintenance to paddock chevrolet where the repairs would take place paddock also had a record of maintenance since they have maintained my car for oil changes tire rotations and any recalls. Well my diagnostic check revealed a problem with the transmission. A processor came to the dealer and after waiting a week. I had to get a rental car so I could get back and fourth to work reviewed my paperwork and inspected the vehicle to the surprise of my self and the dealer, the mechanic and other people that have a knowledge of cars, denied my claim stating I was missing a tire rotation the mechanic was very upset as he stated the tire rotation had nothing to do with the transmission since my car has less than 39,000 miles and we couldn't understand why GM recommends 7500 miles for tire rotation and NAC 5,000. I then called the service department at GM and they were very nice and said they didn't understand why NAC wouldn't follow the manufacters recommendations. I called the NAC to speak with someone regarding the decision and I must say the young lady was not helpful at all she was short and rude. I have never had to use the powertrain warranty and I'm very upset about what I feel is unfair for a vehicle with less than 39,000 miles and well maintained now I have to pay $2700 for repairs I can't afford. What is the purpose of this warranty now, god forbid any thing else should happen to my car.

Desired Settlement: To have my transmission repaired or reimbursed for the money I have to pay to get it fixed.

Business Response:

After further review of Ms. ******* *****'s claim, it was determined that an sufficient amount service records were submitted to proceed with this claim.  As of 1:20PM today, the claim for the  transmission repair on Ms. *****'s vehicle was authozed in the amount of $1,945.23 at Paddock Chevrolet.  We are now in the process of contacting Ms. ***** to let her know about the resolution of her claim. 

National Auto Care appreciates your agency's time and understanding in this matter.

Consumer Response: I have reviewed the response made by the business and find this resolution is satisfactory to me.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 2 days before Christmas in 2014 my 18 year old son brought the truck to the dealership for repairs. The after market warranty I purchased was the highest offered by NAC (Pinnacle Used) at the time I bought the truck. The shop told me the engine needed to be replaced because the head and block was bent. Better known as a blown head. The shop told NAC the reason was because of the radiator (cooling system) failed and this caused bolts to stretch then the coolant and oil to mix. This is a covered part,(cooling system radiator) but NAC would not pay to have my truck repaired. NAC sent 2 of their guys out to inspect the truck and they told NAC what the problem was. NAC claimed no one told them there was a failed part so they would not pay. The shop manager that has my truck did tell them what failed, and I have the old radiator to show them. I have tried and tried to call and email them, but NAC will not respond. They still will not pay the claim. I would like them to pay me my money back for the repairs I had to pay for. I have never in my life bought an extended warranty until this one and now I can only tell myself this is why.

Desired Settlement: I would like NAC to pay me back what I am out of pocket to have this truck repaired, and a refund of my money I paid for the warranty for all my problems.

Business Response: In reviewing Mr. *****'s claim of December 26, 2013, it appears NAC declined coverage to Mr. *****'s claim due to the failure being caused by Overheating.  Unfortunately, damage caused by overheating is
excluded on the contract.  Please find an enclosed copy of Mr. *****'s agreement and copies of both third party inspections that were performed on Mr. *****'s vehicle.  Both inspections were done by
two different independent inspectors who confirmed the damage to the engine was the result of being overheated. (Please note the high-lighted areas).  NAC appreciates your agency's time and
understanding in this matter.

Best Regards,
*** ****
Director of Claims

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/3/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I purchase a 2009 Nissan Maxima S/SV with 42,699 miles on 12/27/12 with an extended service contract offered by NAC. We were not aware of any pre-existing conditions with the vehicle. We did all the necessary investigation on the vehicle such as pulling the CARFAX Vehicle History Report. The only thing that was found was the struts were replaced on 10/25/11 due to Nissan recall. After purchasing the vehicle we faithfully started taken the car in for required service at Cronic Nissan. On 01/14/14 we take the car in for its routine services such as the oil change. The evening of 01/15/14 the service engine light appeared and 01/16/14 we took it to have it check out at Cronic Nissan. In order for Cronic Nissan to verify why the service engine light was on they had to break down the engine to see what the problem was. After a couple of days we were informed that the vehicle had sludge build up. We were advised that we would need a new or rebuilt engine to correct the issue. We were not sure how that could have happen or why did it happen because we service the car like we were required to do. Cronic service rep contacted the extended warranty company which was NAC and advised them of their finding. NAC decided to send someone out to investigate further. The service rep at Cronic advised NAC representative that we did what we were required to do by servicing the vehicle and it was not carelessness on our behalf. NAC refused to cover the cost of repairing the vehicle. We purchased the extended service contract in the first place to avoid paying for major component malfunctions. I called NAC and spoke to Christy she stated that the oil was not flowing properly and that the oil was not registering in the internal diagnostic computer. As a consumer how would we have known that, neither my wife nor I are mechanics that is why we would take the car in for it required services. We contact NAC several times between 01/17-01/31 about this issue, each time they declined to assist us in any way.

Desired Settlement: We expect NAC to stand up to its name and purpose. This internal issue we are having with this car engine should be covered without hesitation or neglect. All we ask is for NAC to cover the expense as it states in the contract. We purchase the extended warranty to cover us in case something goes wrong with the vehicle. The problem with the engine is due to NO FAULT of our own. So we feel NAC should be responsible for repairing the car engine.

Business Response: Thank you for your submittal of February 25,2014. In reviewing Mr. ****'s claim of January 20, 2014 it appears denial of the engine repair was due to oil restriction caused by sludge which unfortunately is
excluded in the agreement. Please find enclosed a copy of Mr. ****'s agreement; please not the highlighted areas. In addition enclosed is a third party inspection signed by Mr. ****'s repair facility confirming the failure and the cause of failure. *** ******* as a side note National Auto Care has adjudicated and paid for two previous claims per the terms and conditions of Mr. ****'s agreement. National Auto care appreciates your agency's time in this matter.

Consumer Response: Upon reviewing the recent response to my claim, it appears as if Mr. ****** ******** , **** ********* is refusing to assist me with repairing the vehicle knowing that the problem with the vehicle was NO FAULT of mines. Therefore NAC warrant is useless as it relates to repairing problematic vehicles such as the one I purchase. How a buyer such as myself or any buyer would have known such a problem like this exist. The response made by Mr. ****** that NAC repaired two previous issues have no bearing on the current problem at hand. We purchase the warrant to have some type of assistants in case we are face with any problems with the purchase of a used car. Mr. **** from ******* **** **** said in his written statement after reviewing my contract that this should have been covered under the warranty, therefore indicating that ******* **** **** was not aware of the fine prints; enabling NAC to get out of repairing major components on vehicles. Due to the many complaints that arise about NAC and that have been reported to BBB have result ******* **** **** to discontinue using their services. As of today, I will be dropping the so call warrant as it doesn’t make sense to continue to pay for service that allows personnel to pick and chose what they will fix. We only had the car for a year and Cronic Nissan had the records to indicate that we faithfully brought the car in for required services at the required times and they advised us that they also informed and showed your inspector the records to verify that. As a result of this life experience I will use social media, via email, twitter, facebook, instagram, and etc. to educate others about third party extended warrants being sold at car lots.

Business Response:

On March 11, 2014 National Auto Care received a Cancellation Request from Mr. **** and it was processed on March 14, 2014.

The inspector doesn't state what specifically caused the sludge in the engine, but he states the sludge is what caused the Lack of Lubrication(Oil Restriction) failure and the technician from the shop agreed with him (this statement can be found in the attached Inspection Report). 

National Auto Care appreciates your agency’s time in this matter.

 

Business Response:

OIl sludge is a solid or gel in motor oil caused by the oil gellling or solidifying.  Sludge is usually caused  by a defective crankcase ventilation system(excluded on the contract - maintenance item), low engine operating tempatures, or the presence of water in the oil, and it accumulates over time.  When the oil turns to sludge, it can block engine oil passages used to lubricate the internal parts of the engine. When the internal parts of the engine aren't lubricated, you have metal on metal contact which intern ends with an engine failure. When an engine fails this way, the engine cannot be fixed and needs to be replaced.  This kind of failure is referred to as a Lack of Lubrication failure.  The contract does not cover what caused the sludge.

The contract excludes failures caused by Lack of lubrication. Below is Exclusion #3 from the service contract:

Exclusion  3.  Any mechanical breakdown caused by failure to maintain proper levels of lubrication, lubricant blockage, coolant blockage, lack of lubrication or carbon buildup in cylinders.

Consumer Response: I am rejecting this response because: you are talking in circles and and obviously not going to take care of this problem. If you would have been in my shoes you would want the extended warrant that being NAC to Cover this expense. How in the hell this could have happen in a year after all, I have service that car as required therefore this was a problem before I made a purchase on this vehicle in question. I've since traded it in for a new one, as a result of your failure to stand up to your agreement. Don't send me anymore unnecessary messages. If u want to make this right, then send me a check for the money I spent in having this diagnosed. Thanks 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/18/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On Jan 30, 2014 I started a claim with NAC in order to use my gap insurance to pay off my car. (I was in a car accident min January in which I was not liable, insurance totaled my car). All of the official documents were sent to NAC from my insurance company on Feb 4 and 17. Here it is March 10 and my claim has not been settled. I have called and have a string of e-mails back and forth with them to push along this process. I called on March 10 to speak with a manager, and conveniently he was not available. I talked with one of the personnel, Sarah, and she had told me that check was printed in the amount of $1829.00. The payoff on my car was $1,891.63. She also told me they did not receive documents from insurance until Feb 26, which is false. I have proof it was sent Feb 4 and 17. To make matters even better, the lender is also the same business I bank with. The bank has locked all of my money and accounts until the car is payed off. As you can see not only has this taken an extremely long amount of time, but the check they printed did not cover the payoff of my car, and now I am locked out of my funds until further notice. This company has been a nightmare and a huge inconvenience with how they handle matters. I would not recommend them for future use. I purchased this when I bought my car, through Hyundai. This is the company they use for their GAP insurance.

Desired Settlement: To receive the $62.63 difference for payoff and have all actions completed in a timely manner. Ultimate goal is having the vehicle paid off in full, in a timely manner in order to unlock my funds.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My vehicle has a problem in the braking system. The repair is covered under the warranty, but they won't pay for it. I took the vehicle to *** ******** Lexus on 10/22/12 when the mileage was 57,830 for this issue and they declined the repair. I took the vehicle in again on 2/13/13 for this issue and they are now declining the repair because the warranty expired at 76,000 miles and the car now has 79,000 miles. They are being negligent with this safety concern.

Desired Settlement: I would like for NAC to pay for this repair.

Business Response: Thank you for your submittal of February 17,2014. In reviewing Ms. *********'s claim af February 14, 2014 it appears Ms. *********'s last concern of a possible brake light switch issue occurred 17 months and 22,307 miles ago, this would indicate there had not been an issue with back on September 20,2012 with the mileage of 57,031. Me. ******* this was confirmed by Ms. *********'s repair facility and a third party inspection company, As Ms. ********* stated unfortunately her agreement has since expired based on the mileage. Ms. ******* National Auto Care is unable to assist Ms. ********* and believes National Auto Care has met its obligation by authorizing and paying $2,701.61 of covered repairs during the time Ms. *********'s agreement was in force. National Auto Care appreciates your agency's time and understanding in this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I paid $5,700 for warranty on a Range Rover Sport. I bought the most expensive warranty call Pinnacle Protection Plan. This warranty has absolutely no place where it lists caps on services. The warranty refused to cover the cost on covered repair, because they say that Land ROver is overcharging, I bought the warranty from the dealer. It does not have any caluse in the contract dealing with that. The alignment is a required part of the service when control arm bushing needs to be replaced. THis is what mine needs. They cover they said up to $65 for alignment. NO ONE can do an alignment on a for wheel vehicle with computer controlled air suspension for that. Land Rover wants me to pay the balance of $130. The cost of the warranty is $5700 only because it insures an expensive vehicle to repair the contract does not put a cap on services so they need to negotiate with dealership or cover the cost. THey refused to call them back and said this it we are not covering it. ***** with extension **** in the company was rude and didnt provide explanation, based on what part of the contract they will not cover it.There is another problem with the vehicle that they refused to cover as well. Land ROver says that the HEater Core needs to be replaced due to not functioning properly and blowing cold air on the driver side only. This should also be included as the warrany cover all non-maintenance items that have mechanical defect. THe repair costs over 2 thousand dollars and they are trying to tell me that is not included, because they think is clogged. If the clog is not possible to be unclogged i believe this is a mechanical problem covered by the warranty. Land Rover says this is not a maintenance issue.

Desired Settlement: I need this covered as required by the contract.

Business Response: Thank you for your submittal on February 6, 2014. In reviewing Mr. ********'s claim of February 5, 2014 it appears National Auto Care authorized $189.00, this was based on $105.00 per hour and verified time of 1.8 hours as requested. As for the heater core National Auto Care informed Land Rover of Richmond that coolant blockage is an exclusion with in Mr. ********'s agreement. Please find the enclosed copy of Mr. ********'s agreement; please note the high-lighted areas. Ms. *******, as a side note National Auto Care has authorized a total of six claims; each adjudicated per the terms and conditions of the enclosed agreement. National Auto Care appreciates your agency's time and understanding in this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought a car w/ an extended warranty from NAC. Supposedly, this is their "top of the line" coverage plan. Practically covers everything according to them. This includes struts but not shocks. Had my vehicle inspected while I was at the dealership, I was told that my struts were leaking so naturally I drop the car off for repair thinking that the warranty will cover it. Low and behold, given the four thousand something price tag to fix, NAC tries to shimmy their way out of meeting their obligations. I was told they were not struts but rather shocks, the shop foreman at *** ********** disagrees. Mind you, this is a dealership that sells and services Ferraris, Maseratis and Audis. This is not some poorly experienced, poorly trained professional. There's no way shocks are used on a 95K Jaguar. My subsequent research on the internet seems to come to the same conclusion (I have attached a picture of the "shock" on my car). I call NAC back and they tell me its actually a "coil-over shock". To add insult to injury, "*******" from customer service laughs at me as I try getting more information. Typical insurance company tactic. Deny the claim bc 90% of people will not fight. It's all about the bottom line. NAC is taking advantage of an ambiguity between shocks and struts. They're using that ambiguity as the basis to tell you to go pound sand. The only way companies like NAC listen is when you file a lawsuit. Let's see if "*******" or the person in charge of claims over there will still say my car has a "coil over shock" when they're being deposed under oath. Be careful with NAC. Just bc they tell you something is doesn't mean its not.

Desired Settlement: Honor the contract.

Business Response: Thank you for your submittal on January 27,2014. In reviewing Mr. ******'s claim ofJjanuary 24, 2014 it appears National Auto Care authorized $330.68 after an applicable deductible of $100.00. Unfortunately National Auto Care declined coverage to shocks due to being excluded within Mr. ******'s agreement. Ms. ******* please find an enclosed a copy of Mr. ******'s agreement, please note the high-lighted areas. In addition enclosed is a copy of a description from Jaguar confirming National Auto Care's basis for the denial. National Auto Care appreciates your agency's time and understanding in this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/8/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We bought a used diesel and bought an extended warranty for almost 2 grand that was good for 2 year or 24,000 miles. It said it covered the power train which we thought GREAT! The dealer said it covered EVERYTHING that deals with oil on the truck. Long behold 5 months after purchasing the truck the oil cooler fails so we brought the truck into the shop to learn that this part is NOT covered! We were very confused and very irritated since we were told everything with oil was covered so I called the warranty customer service myself and asked her and she said no only internal parts on the engine?? well i do believe the oil cooler is part of the engine, without that part a vehicle wouldnt be able to run, and also has oil that pushes through it so how is that not covered?? And then when I asked more questions she started to become kind of rude on the phone so i said ok thats fine national autocare will be turned over to the BBB for giving a false impression of exactly what their warranty covers and she hung up on me! Very rude! So now we are stuck paying a $3,000 bill for what we thought would be covered. Complete JOKE I am recommending NOONE to purchase a warranty through these pukes!

Desired Settlement: Pay the bill! Ridiculous!

Business Response: Thank you for your submittal on January 14,2014. In reviewing Ms. ******'s claim of January 14,2014 it appears NAC declined coverage to Ms. ******'s claim due to Non Listed Components. Please find a enclosed copy of Ms. ******'s agreement which is a parts specific agreement. Unfortunately an EGR and oil cooler are not listed. Ms. ****** contacted our office on January 16,2014 requesting NAC to cancel her agreement, once NAC receives written confirmation NAC will comply. NAC appreciates your agency's time and understanding in this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Trying to file a claim with NAC for my mother-in-law's vehicle. We have been on hold for over an hour waiting to speak to a representative. I still have not spoken to a real person. It is completely unprofessional. It's almost as if she paid for a warrantee and when it comes to getting the claim covered, no one is able to take care of our issue. The service shop has stayed open while waiting on hold with NAC.

Desired Settlement: Not wanting a refund for my warrantee but wanting the car covered and things taken care of in a timely manner. This is completely unprofessional.

Business Response: Thank you for your submittal of December 28, 2013. In reviewing this matter National Auto Care is not aware of a delay in providing service to our customers. Unfortunately this company is unable to research this matter due to the fact that Mr. ******** is not the agreement holder and cannot provide an agreement number. If Mr. *********s mother-in-law would submit a copy of the repairs performed and an agreement number, National Auto Care will research this matter and provide the appropriate resolution. We thank you for your time.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/23/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought my 2008 Honda Accord in Dec 2011 with an extended service contract offered by NAC. I was unaware of any pre-existing conditions with the vehicle. It was recently found that my vehicle had a problem with excessive oil consumption, causing carbon buildup, stuck pistons and eventually put score marks in my engine. NAC refused to cover the cost of a replacement engine, along with charges for a loaner vehicle I had to drive for 2 weeks. I purchased the extended service contract in the first place to avoid paying for major component malfunctions and NAC took advantage of me on a technicality.

Desired Settlement: I would like to retrieve the money I have spent on a replacement engine and loaner car I was forced to drive for 2 weeks. If this is not agreed upon, I would like a credit for the extended service contract I purchased with my vehicle.

Business Response: January 13, 2014

Better Business Bureau
1169 Dublin Road
Columbus, OH 43215

Atten: Ms. Marylou Seymour

Thank you for your submittal of December23, 2013. In reviewing *** ****** claim history it appears a claim on December 9, 2013 was unfortunately declined due to carbon which is an exclusion within *** ****** agreement. This was confirmed by ***** ***** and a third party inspection. Please flnd enclosed a copy of *** ****** agreement and note the high-lighted areas.

In addition, enclosed is a copy of a third party inspection indicating the failure and cause of failure signed by ***** ***** confirming their findings.

Ms. Seymour, as a side note, National Auto Care did authorize a previous repair on March 7, 2013 in the amount of $850.56 to ***** *****, adjudicating the claim per the terms and conditions of *** ****** agreement.

Based on our review it appears National Auto Care has acted in accordance of *** ****** agreement. We appreciate your agency's time and understanding in this matter.

Consumer Response: I am rejecting this response because the previously mentioned repair NAC covered did not fix the oil consumption problem in my Honda.  These pre-existing mechanical problems in my car caused internal damage to the engine.  Although carbon buildup is not covered in the warranty, the mechanical problems leading to the carbon buildup and engine damage should have been considered by NAC.  This technicality was not addressed to me at the time of purchase.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 6 October 2013, I went to used car dealership to request refund of my service contract. At that time all paperwork requirements was fulfilled. I was informed by the dealership that refund should be sent within 30 days. I never received my refund because the National Auto Care who I had the service contract with, said they sent it to the dealership and that the checked was cashed on 22 October by dealer. Spoke with two different employees at service contract company to ask them to explain why my check was sent to dealership in first place. I was informed that that was the process. Since then Ive been trying to get my refund from the dealer who has since closed down their doors for what ever reason. My complaint is this, I paid for the service contract, not the dealership. I did not finance my car through ********* **** ***** (*****), so I'm still puzzled why the check was sent to a company that was closing their doors. Bottom line is I want my refund from the National Auto Care in which I paid for their service.

Desired Settlement: The original contract was for 2505 dollars minus the year I had my car which I was told was 76 percent I should have gotten minus 45 dollars processing fee. I calculated that my refund should be between 1800 to 1900 dollars.

Business Response:
Thank you for your submittal of December 27, 2014. In reviewing Mr.
**** request for a cancellation refund, National Auto Care is in
the process of re-issuing a refund in the amount of $1,478.04 which is
the calculated amount based on the terms and conditions of Mr.
*********** agreement. Ms. Seymour, this amount is based on monies
National Auto Care received. It does appear ********* **** ***** LLC
had a dealer profit that we unfortunately have no control over. Mr.
*******on should receive his refund within the next ten business days.
National Auto Care apologizes for any inconvenience this may have
caused Mr, *******on and appreciates your agency's time and
understanding in this matter.

Best regards,



Consumer Response: [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 9853648, and find that this resolution is satisfactory to me.

Regards,

James *******on




















BBB's Final Determination: Consumer accepted resolution offered by the business.

11/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have a motor home purchased August 23, 2012. We purchased an extended warranty upon purchase. We Live in Arizona. We made our first motor home trip in October 2012. We traveled to New Hampshire and back. We had plans to travel in late September of this year (2013) to New Hampshire again. We Paid the dealership where we purchased the vehicle to perform maintenance before we traveled again. We had trouble with the motor home and were stuck in Colorado for 4 or 5 days. The garage was quoting us $15,000.00 and stated we had major problems. An inspector from NAC came out and couldn't find a problem. My husband drained and cleaned the fuel filter and we continued to travel without another incident. Next we had a flat tire. The concierge motor assistant services were totally useless. They could not tell us of a place to get our tire changed. We had to look up places on the cell phone our selves and after much trouble we found a place to change the tire. On the way home from New Hampshire, in Oklahoma city we had a sudden loud bang followed by a squealing noise that came from the front tire on the passenger side. Again no one from NAC could tell us where to go. After many, many, calls, It seamed no one could service our motor home. I ended up calling General Motors road side assistance and got some help and they called a garage that had already stated they couldn't help up. We were towed to **** Trucking. We ended renting an SUV to pack what we could and drove home to AZ, leaving the motor home behind. We were traveling with our children who are 2 and 4. We have spent thousands of dollars through out this mess. An inspector again came out to evaluate the damage and denied our claim as failure to lubricate wheel bearings as if we were negligent! WE did nothing wrong. We are not diesel mechanics. There was no indication of a problem. It was a sudden seizing of the bearings and subsequent damage. We took our motor home for maintenance. How many other people would have done anything different?

Desired Settlement: We want NAC to honor our contract agreement and fix the motorhome. Also we want to be reimbursed for all the other things they claim to cover. Car rental, lodging, lost and spoiled food. By not being able to get home and traveling with young children, we have actually spent thousands of dollars we don't have.

Business Response: Thank you for your submittal of October 29, 2013. While reviewing this matter National Auto Care would request Ms. ******** to provide to this company copies of service history from October 1, 2013 to October 14, 2013. This will allow further research in an efforl to have all the facts. We await Ms. ********'s submittal. National Auto Care appreciates your agency's time in this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On September 30th my transmission failed and my vehicle was towed to the nearest dealership. I have the PowerTrain Elite 250. After waiting almost 2 full days for the inspector to arrive, it was determined that it was ok for the shop to teardown the transmission to determine the reason for failure. Then, after waiting 9 additional days for the inspector to return one of many phone calls from the shop, I decided to contact NAC directly. I spoke to the claims department and was informed that they were waiting on the shop to send 2 estimates and they would pick what was the most cost effective. After receiving the estimates, the claims department denied both and offered a part they had located instead. The estimates were for approximately 2600 for a GMC remanufactured part with 3 yr 100K warranty or used part with 60,000 miles and with a warranty of year. THe part NAC was offering to cover had over 90,000 miles and came with no warranty and cost a little more than $1600, and was going to take at least 4-5 more days to arrive. When they said they would choose the most cost effective part what they really meant was they would choose the cheapest. My contract states that NAC is only required to pay up to $4,500 in total loss. It is my strong opinion that NAC should have choosen the GMC part and covered to cost of towing and breakdown.

Desired Settlement: The total cost of the repair, using the part from GMC, including the towing and breakdown cost should be covered by my contract. All of which is less than the maximum amount covered by my contract. I had to spend $1,092 out of pocket for this repair and should be reimbursed in full. Please reimburse me $1,092. I can provide the receipts from the repair shop.

Business Response: Thank you for your submittal of October 14, 2013. In reviewing Mr. ********'s claim of
October 1, 2013, a chronological breakdown of the adjudication process is listed below.
It also appears that by National Auto Care Corporation (NAC) authorizing $2,380.00 for
replacement of the transmission this allows a balance of $2,120.00 for possible future
claims, which is to Mr. ********'s advantage. As to Mr. ********'s statement of limit of
liability of $4,500.00, Ms. *******, Mr. ******** chose to pay the additional money
which included an applicable deductible of $250.00. Mr. ********* would have continued
to have coverage until February 8, 2017 or 186,369 miles. Additionally, if there was a
failure within the warranty period, NAC would cover per the terms and conditions of said
agreement.

Chronological Breakdown
Monday 9/30/13 Failure of transmission per dealer
Tuesday 10/1/2013 NAC contacted and inspector assigned
Wed. 10/2/2013 Vehicle inspected
Thurs. 10/3/2013 NAC provides part quote for coverage
Wed. 10/9/2013 Dealer provides quote (reason for delay unknown)
NAC authorizes $2,380.00 after a $250.00 applicable deductible

Ms. *******, NAC appreciates your agency's time and understanding in this matter.

Consumer Response: I do not agree that it is in my best interest to accept a sub-par used (not even remanufactured) replacement part (used transmission with more than 90,000 miles) located by a warranty claims person versus the recomendation of a GMC dealership repair shop, all for the sake of reserving future warranty coverage monies.    It is in NAC's best interest to pay out as little as possible.  It is in my best interest to get the best repair possible with the best part available without execeeding the maximum warranty coverage amount allowed per my contract.  Furthermore, the parts receomended by the dealership included substantial extended warranties direct from GMC, whereas NAC's part did not include any. I am asking that you authorize the reimbursement of the additional out of pocket expenses I incurred to repair my vehicle correctly, which is still under my $4,500 max coverage limit and does not include my deductible of $250.00. Mr ********, thanks for your time and attention to this matter.  I trust that you will do the right thing.

Business Response: Thank you for your submittal of October 22, 2013. Ms. *******, it is unfortunate that Mr. ******** does not agree with the adjudication of his claim, which is per the terms and conditions of said agreement. Mr. ******** has received the benefit of his agreement by National Auto Care's adjudication which meets this company's obligation and will consider this file closed. National Auto Care Corporation appreciates your agency's time in this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/5/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased "Platinum" level extended warranty (highest level with most coverage that NAC sells)for my car. Normal day to day opening and closing of trunk with key fob resulted in snapping of wires in a wiring harness. Wiring harness is not exposed in the trunk so I couldn't have physically damaged it by my actions. Wiring harness was installed by manufacturer too taught and that caused the wires to snap. There was no abuse or misuse of the trunk. Electrical is covered under my warranty. NAC claims this is physical damage thus is not covered. Of course it is physically damaged why else would I be making claim? If it wasn't damaged I wouldn't be having a repair made in the first place.

Desired Settlement: Because (1) this is an electrical problem, (2) electrical is covered under my warranty, and (3) I did nothing to phsically damage the wires/harness other than use the car as intended, I BELIEVE NAC IS OBLIGED TO PAY FOR THIS CLAIM BY TERMS OF THE WARRANTY. If one were to take NAC's "physical damage" exclusion position to the extreme, any component that fails is physically damaged thus NAC could conceivably deny any claim on that basis. An absurd interpretation.

Business Response: Thank you for your submittal of October 17, 2013. In reviewing Mr. ********
claim of October 16, 2013 it appears National Auto Care Corporation (NAC),
as Mr. ******* agrees, the cause of failure is due to physical damage which is
excluded from coverage. The physical damage consists of broken wires by a
trunk hinge going into the body of the vehicle which is not a mechanical
failure of that part and was caused by an outside source. As for Mr. ********
statement related to the physical damage exclusion, NAC has authorized and
paid two claims in the amount of $1,489.38 which were not due to physical
damage and were paid because they were covered repairs per the terms of
the contract.

Based on NAC's review, it appears NAC has acted in accordance to the terms
and conditions of Mr. ******** agreement in denying and authorizing claims.

NAC appreciates your agency's time in this matter.

Best regards,

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: NAC is a master of unethical and dishonest business practices. My $5,000 service agreement contract clearly provides that the customer, me, has the right to choose the repair facility for any authorized repairs, and the reimbursement rates are not restricted to any "resonable and customary" language. However, in trying to repair the rear suspension of my 2004 Mercedes E55, NAC has refused to pay for anything other than the least expensive aftermarket parts available ($400 per shock vs. $1100 for OEM). The service rep. from NAC even acknowledged the parts are inferior to OEM spec parts, but "NAC's investors aren't car guys like you and me and only understand bottom line returns." Since no Mercedes-Benz dealer will use aftermarket non-OEM parts it's a de facto way of forcing me to use an independent shop (which they tried to push me to despite the contract clearly stating the administrator has no such right) or paying out of pocket for the difference in the repair cost which also violates the terms of the contract. Futhermore, when pressed about the language of the contract, NAC acknowledged having no explicit terms providing that the administrator has the authority to dicatate the type of parts for repair. As if this weren't enough to place NAC among the worst companies I have EVER encountered, they even wasted my time by offering to perform the repair with OEM parts if my dealer matched wholesale prices, WHICH HE DID! They then requested I fax a letter authorize OEM only repairs, which I did, and then less than an hour later reneged on the offer and reverted to aftermarket only (cheap chinese imported parts). NAC is despicable and I would recommend them to no one!

Desired Settlement: NAC needs to honor the contract and pay for the full cost of the repair using OEM parts at my preferred repair facility, or they need to refund the entire value of the service agreement, which I have paid in full.

Business Response: Thank you for your submittal of September 23, 2013. In reviewing Mr.
*****' claim of September 20, 2013 it appears National Auto Care
Corporation (NAC) authorized and paid **** ***** Motor Cars $1,925.00 for
the replacement of two new AM Air Springs. Ms. *******, Mr. *****'
agreement allows replacement parts to be of original equipment
manufactured parts, non original equipment manufactured parts, remanufactured
parts or used parts. In addition, NAC reserves the right to
determine where the repairs are performed. Please review Mr. *****'
agreement confirming NAC's basis for repair and authorization.

Based on my review and the terms and conditions of Mr. *****' agreement,
NAC believes this clarifies our decision and we appreciate your agency's time
in this matter.

*Ms. *******, as a side note, to this date NAC has authorized and paid for
repairs in approximately the amount of $5,397.00, per the terms and
conditions of the above mentioned agreement.


Consumer Response: The retail price **** ***** requested in my initial attempt to file a claim was $3,931.89. I have your company on record stating you would not cover the retail price but would cover $2814.37. This is based on the wholesale pricing of the OEM parts and your labor hours / rate. **** ***** agreed to match your wholesale price on parts and labor rate with the only difference being the number of required hours for the repair (you are approximately two hours too low because you have not quoted all the required steps to service an e55's rear shocks). I wouldn't have fought you if it were only the two hour difference but it's frankly despicable that you ask them to match a price, have me fax a letter requesting the repair with OEM parts and then renig on your offer. Instead you only authorized aftermarket Chinese parts (not just aftermarket but the cheapest of 3 available aftermarket brands), acknowledged the parts were inferior (also on recorded transcript) and forced my hand to accept the $1900 payout because some of us don't have the luxury of leaving their car in the shop indefinitely while they fight  which a dishonest service agreement company. Also, my authorization of the repair noted in writing that the repair was not acceptable to me and was being pressured to take it since I needed my car back. At the end of the day you did not pay the promised amount of $2,814.37 but instead paid approx $900 less and refused to pay for the full labor hours required. There are only two acceptable remedies: 1) reimburse me for the $1100 net difference (900 for the parts and 200 for the labor you incorrectly quoted, or 2) reimburse me for the full price of my service contract for breaching its terms. 

Business Response: Thank you for your submittal of October 3, 2013. In reviewing Mr. *****' response and researching this matter with the original claims examiner who quoted **** ***** the first estimate, it appears an error was mad when a second claims examiner quoted a lesser amount. Based an my findings National Auto Care Corporation (NAC) wlll reimburse Mr, ***** the additional $900.00. This is in addition to the $1,925.00 paid to **** ***** by credit card totaling $2,825,00. As for additional labor, NAC is unable to justify, based on labor operation guidelines to perform this repair. NAC apologizes for any inconvenience this may have caused Mr. ***** and appreciates your agency's time in this matter.

Consumer Response: Yes, the matter was resolved adequately by NAC. Thank you for your assistance. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/13/2013 Guarantee/Warranty Issues
10/7/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Not answering phone. Company has apparently stopped doing business

Desired Settlement: Cover the extended warranty claims per their agreement

Consumer Response: i don't have access to a scanner... so I can't send you a copy of the contract.  My agreement number is ******.  Your service has them listed with an A+ rating.  How can a company that doesn't answer their phone during business hours have an A+ rating?They aren't answering the phone neither their main line nor their claims line In terms of reimbursement - I just want them to pay their part of the repair that they said they would in the original extended warranty contract.  I don't want any money from them I just want them to uphold their end of the agreement so that I can get my car fixed.

Business Response: Thank you for your submittal of September 19, 2013. Presently
National Auto Care Corporation (NAC) has no record or information to
review Mr. ******'s concerns. If Mr. ****** or your agency will
submit a copy of a paid invoice, NAC will review all and respond back.
As for NAC not answering phone calls, on September 19, 2013 and
part of September 20, 2013 NAC experienced a major system failure
(including the phone lines) that has since been corrected. NAC is not
aware of any other time as Mr. ******y states. NAC awaits your
response. Thank you.


Consumer Response: I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.





















BBB's Final Determination: Consumer accepted resolution offered by the business.

9/3/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My Ford F250 broke down on the side of Interstate 10 on Saturday, 8 June 2013. We were traveling on vacation form Lake Charles, LA to New Braunsfel, TX. My first concern was to get my family off of the interstate and once that was accomplished, locate the nearest Ford Dealership. The Ford dealership went above and beyond in helping us and getting a tow to their dealership. They were ******** Ford / Sequin, TX. Again the service by the dealership was outstanding. The dealership arranged for a tow to their car lot and advised that their mechnaics would look at the truck first thing Monday morning. We also rented a vehicle in order to have transportation during this time frame. The work was completed on 13 June 2013. During this time-frame, I thought I had only purchased a 1 yr extended warranty on my truck instead of the actual 5 yr extended warranty. After I picked up my truck from the dealer is when I realized the error. I immediately called NAC and spoke to customer service (1227 pm / 13 June 2013). The gentleman was very rude and basically told me that I could submit a claim when I got home but the chances were it wouldn't be reimbursed. I couldn't even get a description as to what my warranty covered. On Monday, 17 June 2013 I faxed NAC all my recipts. By Friday, I still hadn't heard anything and called several more times but just go an answering machine (1739 & 1742) / Left messages / upon arriving home & checking my mail / I had recieved a short, blunt letter saying my claim was denied. I feel that this was horrible customer service and no one even called to talk to me in order so that I could explain the stressful situation that I was in and really just forgot about the extended warranty that was purchased. Lacking Personal Service.....Any help would be appreciated.

Desired Settlement: Full reimbursement Repair $3847.65 Tow $215.00 Car Rental $311.68

Business Response: Thank you for your submittal dated June 21, 2013. In reviewing Mr.

********'s claim of June 17, 2013 prior approval of a $4,374.33 claim
was not obtained. Ms. ******** our industry is similar to auto, home,
and health Industries where approval and/or an inspection is required.
NAC understands Mr. ********'s main concern for the safety of his
family and would agree. Unfortunately NAC was deprived of confirming
actual coverage. NAC would have assigned a third party inspection
company as our standard claims procedure.
Ms. ******** NAC would be willing to enter into mediation as per the
terms of Mr. *********'s agreement in an effort to resolve this matter.
NAC appreciated your agency's time and understanding in this matter.

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/25/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased this contract when I bought the car. When I have tried to have my car fixed the inspectors hold up work for days while the repair shop waits on an inspector to come out and look at the car. Then they say nothing is wrong with the car and refuse to pay. I have had to replace all the motor mounts. I need the struts, the starter, the front lower control arm, the ball joints. The customer service agent, ****, was very rude, made sarcastic statements and not very helpful, even though he said he was. The company has very poor customer service.

Desired Settlement: I would like a full refund of the money from this contract.

Business Response: Thank you for your submittal of August 6, 2013. In reviewing Ms, *******'s
claim of July 30, 2013, it appears based on the enclosed third party
inspection report: signed by ****** Car Clinic, National Auto Care Corporation
declined coverage due to no failure demonstrated to the ball joints, front
struts, It was also noted that the control arm bushings were split. National
Auto Care Corporation declined coverage due to non listed components.

As for sway bar link boots, National Auto Care Corporation declined coverage
due to wear and tear, which is excluded from coverage.

Ms. *******, it appears, at the request of Ms. *******, the agreement has
since been cancelled and a pro-rated amount has been refunded. Based on
the terms and conditions of said agreement and ****** Car Clinic confirming
diagnosis with an independent inspector, National Auto Care Corporation
believes this additional information provides the basis for chis decision. We
appreciate your agency's time In this matter.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I took my vehicle to the same dealership I purchased it from (******** Cadillac , Keystone Ave. Indianapolis). The front differential was basically destroyed. After several certified mechanics examined it... It was determined that there was barring failure and it was bad. They determined that it was a small clip of the front differential behind the seal ,that had broken and caused this failure. It is an internal part of the component and should be covered. The inspector from National Auto Care refused to pay for the front differential by saying it is not a lubricated part. This part is the primary cause of failure in most differential units. I feel that this company is not wanting to uphold their contractual agreement. I just purchased the vehicle and warranty on February 13,2013. I am now out $1750.00 for a major repair that every mechanic that has looked at or is aware of this clearly states this should be covered ,it is inside of the seal.

Desired Settlement: I am wanting this warranty company to stand up and reimburse my husband and I $1750.00 for the necessary repair that they should have covered.

Business Response: Thank you for your submittal of August 5, 2013. In reviewing Ms.
******'s claim of July 24, 2013 it appears, based on a third party
inspection company, National Auto Care Corporation authorized
$1,293.13 for parts and labor covering a wiper motor and brake
booster. Unfortunately National Auto Care Corporation declined
coverage to the differential due to the failure of a fastener which is
excluded from coverage. Please find enclosed a copy of the third party
inspection report and a copy of Ms. ******'s agreement and also
please note the high-lighted area.
Based on facts presented, National Auto Care Corporation has acted in
accordance with Ms. ******'s agreement, and in closing, we
appreciate your agency's time in this matter.












BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: While backing out my driveway the car shut off and would not restart. The gear shift level was frozen at the "R" for reverse and would not move. NAC assigned their tow to the place of my choice, ******** Automotive Group in-turn prepared the job order... "CUSTOMER STATES ENGINE WONT START SHIFTER IS SHOWING IT IS IN REVERSE. CHECK AND ADVISE FOUND SHIFTER CABLE BROKEN AND JGATE INTERLOCK BROKEN REPLACED JGATE AND SHIFTER CABLE VERIFY (NATIONAL wty AUTH #********) NAC then sent their service writer who accepted replacing shifter cable but denied coverage for the jgate interlock. Description on the invoice read: word for word and spelling : "CUSTOMER HAD SIFTER CABLE REPLACED UNDER EXTENDED WARRENTY THEY DID NOT COVER JGATE WHEN JGATE SHIFT INTERLOCK IS CLEAR THAT WAS BROKEN CUSTOMER MAY HAVE PULLED OR TOW TRUCK DRIVER MAY HAVE PULLED ON SHIFTER TO BREAK INTERLOCK BUT MOST LIKEL WOULD HAVE BROKE BY INTERFERENCE OF STRETCHED SHIFTER CABLE" ******** Automotive Group, invoice Customer #7006 REPLACED JGATE " I believe JGate must be a shop name, the description on the invoice reads "LEVER-GEARSHIFT" 724.50. LABOR 109.95, MISC CHG. 111.00 AND TAX 73.27 This denial reason sounds like a gibber jabber sorry excuse for breach of promise to me. This was the first time the car has needed any mechanical work since I purchased it on 5/27/11 odometer reading 13,033. At time of service 4/18/12 it was 14,884. The only explanation received from *** ********, the automotive group service adviser, was that the warranty company NAC service writer denied the claim, stating outside force intervention... As if someone applied some undue force which resulted in the problem.. I am the only driver operator of this car, and at 68 I drive for pleasure. The car broke down while backing out the driveway. Not being sure what a jgate was I requested the repair shop to supply me with all removed and replaced parts. I was given the entire center console gear selector mechanism including the gear shift handle. I spoke with the mechanic (*****) who worked on the repair, he informed me that the condition is quite common in this make of car, and he had performed several replacements in the past couple of months. He also pointed out a plastic gadget deep inside the unit which was broken causing the problem. I've called several times to customer service concerning the denial, and left many a message with ***** *****, NAC claims supervisor, but never received a return call.

Desired Settlement: I am requesting a reimbursement of $1018.72 the total of the above charges.

Business Response: Thank you for your submittal of April 10, 2013. In reviewing Ms. *****'s claim of April 10, 2012, which appears to be a year old, NAC authorized and paid ******** Automotive $368.85 for the replacement of a shift cable. Unfortunately a portion of this claim was declined due to physical damage. Please find enclosed a copy of a third party inspection verifying and confirming NAC's basis for denial. Ms. *******, as a side note, NAC has since authorized two claims totaling $645.02. NAC appreciates your agency's time and understanding in this matter.

Consumer Response: According to my records,on 5/27/11 I paid NAC $1,550 for a service agreement lasting a term of 48 months with $100 deductible. It's immaterial how many times I have used or will need warranty coverage. It's no different then the property insurance I've paid for the past 38 years and never had to use. That's why I got the warranty because its better to have it and not use it, then to need it and not have it. Unless there is a clause in our contract stating time and/or cost limits, I fail to understand the reasoning for mentioning the two claims, one of which is this one.  The customer copy from ******** (attachment #1) contains replacement description and dollar amount for work performed. I paid a total of $1018.72 by credit card on 4/18/12, that is when the breach of promise occurred, which is less than a year. I mentioned in my complaint that I requested that all removed replacement parts be given to me. That's how I got the LEVER-GEARSHIFT part (attachment #3) and the bill for $834.45. I did not receive the CABLE-GEAR part indicated on this order, I take it for granted that this is the stretched Shifter Cable mentioned throughout, no price is indicated, as in (attachment #2) warranty work.   I also want to mention None of these repairs, for some reason, as of this date, are appearing on the carfax report.    ******** - Customer Copy work order (attachment #1) -at top of page " found Shifter Cable broken", JGate Interlock broken." ...... These comments were made by the technician...   At bottom of page "may have pulled on shifter to break interlock." ....."most likely....broke by interference of stretched shifter cable resulting in broken JGate".  My comment concerning these statements, they are opinions not submitted by a techniction.    ******** - NAC BBB reply letter states - "Interlock is bent and other pieces are broken".....I want to know what is this interlock, and what happened to its bent condition, why its not included in the work order.   NAC BBB reply letter Findings: - "No External damage to shifter cable, Brackets or shifter assy." The above statement being true, eliminates the physical damage to the shifter cable aspect, which was said to have caused the broken JGate, used to deny coverage.   It appears that others on the internet are having the same problem. When "car is stuck in park" is keyed into Google search, you get about 80,400,000 returns, seems to be somewhat of a common condition.   NAC - BBB reply letter -Cause of failure: Shifter Cable is stretched due to cable failure.  This statement says due to cable failure I believe this statement was made by NAC's inspector. This being true automaticly makes the next statement false. "JGate broken due to physical damage". Futhermore, if the Shifter Cable was stretched due to anything outside of wear and tear, why pay for its replacement?    NAC is saying that the car stopped cold but it wasn't broke until some unknown force stretched the shifter cable. I assume the cable gets stretched by moving the gearshift, but the car is turned off in reverse, which locks the shift lever where it is.   NAC is not being fair by not living up to their agreement, and the only satisfaction I will ever settle for will be a total refund for these paid for services that should have been protected under warranty.   Thank you,

Business Response: Thank you for your submittal of May 8, 2013. In reviewing Ms. *****'s response to NAC's April 15, 2013 correspondence, NAC agrees to what the term of said agreement is. As for mentioning additional claims NAC was illustrating its obligations to continue to provide coverage per the terms and conditions of said agreement, Ms. *******, the facts within the independent inspector's report is based on confirmation of ******** Automotive's diagnosis. Someone at sometime attempted to start and move the vehicle by forcing the shifter causing physical damage to the JGate. As per our discussion of May 9, 2013 NAC will review additional invoices once received. NAC appreciates your agency's time in this matter.

Consumer Response: The only diagnosis on my invoice ********* previously submitted to you, states: "FOUND SHIFTER CABLE BROKEN AND JGATE INTERLOCK BROKEN". I contacted ******** for some clarity, and received this email: This email is in regards to your service visit here on 4/6/2012 on repair order number *****. What was said in the notes about customer may have pulled or tow truck driver may have pulled on shifter to break it was purely speculation. The most common problem is when the shifter cable stretches out it in return breaks the JGate. I appologize for any inconvenience caused by the notes my technician put in the repair order. If you need anything else please let me know.

Business Response: Nac believes this damage was caused as stated in my May 10, 2013  and May 15, 2013  letter. No additional information has been provided to dispute the original diagnosis.        

Consumer Response: Ms. *******, I have no problem with ******** Automotive's diagnosis which state what is wrong. "FOUND SHIFTER CABLE BROKEN AND JGATE INTERLOCK BROKEN". I do have a problem with NAC's denial of my claim based on the opinion of an auto mechanic as to how this damage occurred. Or as the repair shop Service Advisor called it " purely speculation" First, I question his level of expertise when determining cause and effect, when and how a sequence of events took place. I have a problem with an auto mechanic with less than 3 years experience, performing the duties of a mechanical engineer. I have a problem with NAC's statement that the facts within the independent inspector's report is based on (confirmation) of ******** Automotive's diagnosis. Someone at sometime attempted to start and move the vehicle by forcing the shifter causing physical damage to the JGate. Referring to the repair(work) order (previously submitted) the author clearly state that these things MAY HAVE and MOST LIKELY happened. These are the opinion words in writing that the NAC's independent inspector's report seemed to have conviently left out. In the email content previously submitted from **** ********, Service Advisor, Land Rover & Jaguar, ###-###-####, said the notes on the repair order #***** concerning how damages may have happened, were " purely speculation" by his technition. **** ******** states "The most common problem is when the shifter cable stretches out it in return breaks the JGate". This individual by title supersedes, and there is nothing in his statement that even remotely indicate physical damage. When asked why comments of this type are even entered on the repair order, the answer was that it usually is not done. .I hope this clears everything up.

Business Response: Thank you for your submittal of July 9, 2013. NAC has reviewed Ms. *****'s most recent information. Unfortunately it appears there is no additional information that would warrant NAC to change its position. It does appear Ms. ***** is questioning the qualifications of the technician and the service advisor is questioning his technician's diagnosis. It seems the technician is being made out to be responsible for being truthful in his diagnosis. NAC is sure this is not the first time this type of failure has been encountered. Ms. *******, NAC's position remains unchanged. NAC appreciates your agency's time in this matter.

Consumer Response: I didn't make the rules nor did I design the system. Unless things have recently drastically changed, education comes first, then work towards gaining experience. I selected Jaguar Cleveland because I wanted a well established, reputable business, that I could reasonably assume use this type of criteria to choose their employees. I could be wrong, but I further assume that NAC's policy, in order to have the best person represent them, also hire using the same process. I know very little about the auto mechanic qualifications except for his two years with the company, and absolutely nothing of the independent inspector or the name of company he represents or the tow truck driver or his company. It seems that ***** the mechanic told me one thing to my face, with the service manager present, that he had repaired many such problems during his short time with the company and discussed the chances of this happening again. On the other hand, according to your independent inspector the auto repair mechanic identified two problem areas and stated that one of these could have been caused by either the customer or the tow truck driver. I do not know if the service manager was present at the time of this inspection, or even why the on-site visit was necessary since this did not involve an accident or any type of legality. I wonder if the inspector has an engineer degree or if he or the mechanic either has an ASE-certification. I'm with NAC, in that I also want the truth, and in order to get to the bottom of the truth I need to know if the tow truck driver did anything. So I appreciate it if NAC would please supply me with the tow truck company's name and phone number you used in this order. I am aware that certain industries have a reputation of taking advantage of women and senior citizens, and right now I feel as tho I'm in double jeopardy and as far as I am concern, no justice no peace.

Business Response: Thank you for your submittal of July 23, 2013.  Ms. *******, National Auto Care Corporation agrees with Ms. ***** in wanting to know the truth. It would appear, based on Ms. *****'s rebuttal, she now feels she may have been misinformed by ******** Automotive. In an effort to resolve this matter, National Auto Care Corporation is providing, as requested, the name and phone number of the towing company; ** **** **********, ###-###-####.  In addition, the inspector who verified and confirmed ******** Automotive's diagnosis is a Master Certified ASE Technician. Ms. *******, National Auto Care Corporation appreciates Ms. *****'s willingness for the truth and your agency's time in this matter.

Consumer Response: It has been brought to my attention, that in this situation NAC has performed as an Agent. NAC called and employed the tow truck company, so the driver was performing under NAC's direct instructions.  Under the circumstances it seems the only way of getting any satisfaction, is through the justice system, which I plan to pursue. This has the makings of a conspiracy, which the Attorney General may be more interested in than small claims. The BBB has been very instrumental in aiding and discovering of information which I was unaware.Thank you

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Hello,I recently had a issue with vehicle that should be covered under warranty. I called the warranty provider several times to pursue warranty coverage, but was informed that I had to find a facility that would be willing to provide a longer warranty on parts/labor. I took my vehicle to *** ****, who provides a 90 warranty on parts and labor. National Auto Care advised that I would need to find someone else. This is contradictory to their promise that the customer can choose the facility of his/her choice, hence the reason I purchased the warranty. *** **** also attempted to obtain prior authorization and after several calls advised me that they were no longer going to communicate with National Auto Care because they were too difficult to deal with. The brake hose on vehicle malfunctioned causing me to need a new brake hose, brake fluid change, new rotor (damaged due to brake hose), and new brakes (damaged due to brake hose). I paid for this completly out of pocket because I needed my car and did not have the time to attempt to contact National Auto Care. I requested that supervisor return my call and no one returned my call.

Desired Settlement: They should refund me parts/labor minus my deductible. further, they should honor their contract. I feel this is unsatisfactory and their practices are borderline fraudulent.

Business Response:

Thank you for your submittal of July 13, 2013. In reviewing Mr.
******'s claim of July 9, 2013 it appears that NAC has authorized the
following; brake line/brake fluid @ $32.25, labor @ $87.20, totaling
$119.45, less applicable deductible of $100.00, total authorized @
$19,4$.

Ms. *******, at the start of the claim NAC questioned the repair, It
would appear this matter has been resolved upon clarification of
warranty. NAC appreciates your agency's time in this matter.

Best regards,

****** ** ********
Senior Vice President Claims

Consumer Response:

I am rejecting this response because the total repair was greater than what you estimated below. Further, *** **** was coerced into decreasing their labor rate. There were additional expenses associated with this repair. If someone would have ever cared to return my call like I requested, then I could have explained. Weeks back, I requested a supervisor to return my call...*** **** also charged for brake fluid exchange. Also, the rotor was damaged as a result of the hose malfunction thus needed to be replaced.


































Business Response: Thank you for your submittal of July 22, 2013. It is unfortunate Mr.
****** does not agree with the terms in which National Auto Care
adjudicated his claim. This was based on his agreement which states it
will not cover consequential damage. Brake pads and rotors fall into
this category. Brake flush is a maintenance item. As for the cost of
repair, each part, as well as labor time, is verified utilizing a national
parts and labor guide. National Auto Care believes this explains our
coverage and non-covered components.
Please refer to said agreement for confirmation of National Auto Care's
decision. We appreciate your agency's time in this matter.

Best regards,
****** ** ********
Senior Vice President Claims

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/19/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have a vehicle that I purchased in February 2012, which included a 3rd party warranty coverage for a year provided by National Auto Care Corporation. (NAC)The current issue, which the warranty company is denying to pay is on in which the vehicle had a water pump and cooling system failure. The vehicle was overheating and not drivable. I had it towed twice in a 2 week period. I took the vehicle to a repair facility for repair. Due to the overwhelming circumstances from the last repair in which I was without a vehicle for 6 weeks, and having incurred such a large rental vehicle charge, I paid for the repairs myself and afterwards sent the reimbursement to NAC.Now, the problem that I have is NAC is denying coverage since they did not approve the charges ahead of time. I do not have any sort of documents underlying their procedures. I only have a document with contract number. I was never aware of any protocol. I paid for these repairs since I could not afford to wait 6 weeks without a vehicle as they made me do in the past.I called in and spoke to a representative regarding this issue and they told me that I could send in a reimbursement after the fact for managerial approval, but at this time they are refusing to cover any of the repairs which amount to $1,128.85.Backstory: From the moment I purchased the vehicle it has been nothing but trouble. I had a major transmission issue, in which the vehicle was at the repair facility for 6 weeks in which the vehicle was transferred by the warranty company to multiple repair facilities. This issue was finally fixed in November 2012 after having had the transmission replaced 3 times, and the vehicle having spent 6 weeks in the shop. During this repair, I also accrued a rental vehicle charge of almost $3,000, which the warranty company only paid $800 towards. The warranty company did pay for the repairs of the vehicle for the transmission replacement.

Desired Settlement: I would like for the warranty company to reimburse me in the amount of $1,128.85 which is the amount of the repairs that I have already paid for on this vehicle which was supposed to be covered by their company.It is completely unnacceptable they refuse to cover these repairs and I have already been screwed by NAC the first time when they kept my vehicle in for repairs for 6 weeks and I accrued a $3,000 rental vehicle charge.

Business Response: Thank you for your submittal of March 27, 2013. In reviewing Mr.
Duprat's complaint it appears Mr. ****** made the decision to
authorize and pay for repairs dated February 4, 2013 without notifying
National Auto Care. Mr. ******'s claims history indicates he was
aware of claims procedures when National Auto Care authorized
approximately $4,296.00 on March 22, 2012. Unfortunately National
Auto Care is unable to assist due to no prior authorization. Ms.
*******, it also appears Mr. ******'s agreement has since expired on
February 10, 2013. Based on the terms and conditions of Mr. ******'s
agreement National Auto Care has acted accordingly.
National Auto Care appreciates Mr. ******'s and your agency's time in
this matter.
Best regards,
****** ** ********
Senior Vice President Claims

Consumer Response: The fact that repairs were made to this vehicle previously do not per se indicate that I am aware of your procedures.

This is the first time in my life that I have owned a vehicle which a warranty that was not specifically through the dealer. In the past whenever I have had problems with a vehicle under warranty, I would simply take it to the dealership and everything would magically fall into place and be handled. I've never in my life dealt with a 3rd party warranty company, and my experience with NAC over the last year leaves a lot to be desired.

I would also like to point out that this vehicle has consistently given problems as it was repaired twice .... once ending in March 2012 and again in November 2012. On both occasions the vehicle was kept in the repair facility for overwhelming periods of time and unfortunately normal people such as myself cannot afford to be without a vehicle for weeks or months at a time.

The first time the vehicle was repaired, was a month after it was purchased in March 2012. I took it back to the dealership where the vehicle was purchased and since the gentlemen there is the one who sold me the vehicle, he took care of the warranty directly, and I never had to do anything. The vehicle was under repairs for 2 almost 3 weeks.

When I took the vehicle in for repair the second time in Sept 2012 (For the same identical issue), I simply gave them a copy of the warranty documentation and everything was handled without my specific knowledge of procedures. I just told the gentleman the vehicle had warranty and gave him a copy of the warranty paper that I had, which I've included in this complaint to the BBB. This repair took over 6 weeks!!

The reason in which I paid for this repair was because the last time my vehicle was repaired under warranty, it was kept in the shop for over 6 weeks because of the problems with the warranty company and its suppliers... not to mention that fact that NAC decided to transfer the vehicle between multiple repair facilities. Since NAC and its suppliers repair the vehicle with used parts, the vehicle kept having problems and I was without it for 6 weeks.... not to mention it was the second time this vehicle was repaired within a 6 month time frame for the same exact issue.

During this repair, I accrued a massive rental vehicle bill and I could not afford to be without a vehicle for the same type of time frame again... therefore I made the decision to repair my vehicle and then submit the reimbursement to the warranty company, as one would expect within any type of insurance / warranty whether it be medical for example, in which you can file a reimbursement after prepaying. I would have much preferred to have NAC pay the mechanic directly in this case, but I could not afford to be without a vehicle for an extended period of time, so I paid for the repair in order to have my car returned promptly, since I depend on my vehicle for work.

I understand my warranty has since expired, but as you can see I also included records from AAA, showing that I had to have this vehicle towed twice for engine problems due to overheating, which resulted in the repairs which took place. These records show very well that the incidents took place within your warranty period as well as the receipt from the mechanic being within the warranty period.

I urge you to please submit to the BBB the timeline from which the claim was opened and closed when the vehicle was dropped off for repair in September and picked up in November of 2012, so that they can see why I made the decision to have the vehicle repaired promptly and then seek reimbursement.

I will emphasize that the repair for this vehicle was made within your warranty coverage time frame and therefore should be covered by your warranty policy. If I would have known your procedures prior to making that decision, I would have followed them verbatim.

I would to again, respectfully request that NAC issue a prompt reimbursement for the $1,128.85 of this repair.
































Business Response: Thank you for your submittal of April 8, 2013, In reviewing Mr.
******'s response it appears his vehicle has had consistent problems
that should be addressed with his choice of selling and repairing
dealer. NAC has no control over workmanship, work schedule of a
repair facility, nor does NAC have control over the condition of a
vehicle Mr. ****** purchased. NAC has met its obligation by
authorizing covered repairs and declines coverage based on the terms
and conditions of Mr. ******'s agreement. Unfortunately NAC's
position remains unchanged as stated in NAC's April 1, 2013 response.
NAC appreciates your agency's time in this matter.

Best regards,
****** ** ********
Senior Vice President Claims

Consumer Response:

I apologize for not responding promptly to your last email, but I was out of the country on business.
I have an extended warranty on my vehicle with NAC. They are refusing to cover a warranty repair on my vehicle which should be covered under warranty. They are finding every possible way not to cover the warranty repairs on my vehicle that they can, and unfortunately I will not stand for it. I expect them to cover these repairs, as that is the reason why I purchased a warranty. 
During the repairs for this vehicle, I called in and spoke with a representative and I was told that normally the procedure would be for the shop to call in, but that it would be ok for me to send in the repair bill to the manager. I assume that NAC records their phone calls with their customers, so please have them look up and provide that specific voice recording where their rep told me it would be ok for me to send in the repair bill. The only thing I can do on my end is show my phone records of having called NAC.
This is very typical of any type of insurance/warranty. They will take your money to offer their service .. but when it comes time to pay for something, they will find every possible way to get out of paying and unfortunately take advantage of honest people. I hope that the BBB will get to the bottom of this situation.

Thank you very much in advance for your patience and help with this matter.


BBB's Final Determination: Complaint was settled through BBB mediation

6/2/2013 Guarantee/Warranty Issues
3/22/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I called to National Auto Care warranty/agreement *********. I submitted my claim per thier request and call in a few days later and to talk to a rude rep that said because I did not get prior notice to have my car worked on they will not pay for it. I explained I was in Iowa and did not have that information for the dealer so I paid out of pocket thinking I will just submit my claim plus my family and I was stranded and your not thinking at those kind of thing. But the rude rep said that they will not pay for it and said not much he can do because I called in after hours.ISSUE:Victum of the steering lock problem. Nissan does not have a recall on this issue but many people are having this issue. You can not start your car.This info is from the ticket of the car dealership..12/28/2012-12/31/12 Nissan Maxima 2009/ milage 44856/A towe $225/ labor $600/ lock-steering part $441.73 Tax $88.67 and $40 for environment fee Mics total $1395.40..customer number 260596 from Billion GMC Nissan of Sioux City Iowa 51106 Ph ***) *****-********* Lock module shorted scanned system; no communication with ECM. Found codes B2607,B2609,B210A all codes steering lock malfunctiion. No codes would clear all were hard fult codes.Tested signal wire from BCM to IPDMER to be sure we were getting a signal from push button. Signal was good to IPDMER. Next step was to check for a output from the IPDMER to the Steering lock. Had power going out at connector X17 pin 27. Traced the wire to the steering lock in the steering housing. It was geting the signal but not sending it out. Removed the steering wheel and all covers to remove the steering housing assembly. Removed the faulty steering lock and installed new part. Re installed the steering housing installed all covers and steering wheel. Hooked up the Nissan Consult 3 plus cleared all codes and set up system. car now Starts and runs good.

Desired Settlement: I would like $1395.40 which I paid to replace a malfunction. I can deal with buying a new battery and other fees I paid. My car was 4500 over the manufactories warranty so I bought this MMP protection just incase to find out that will not refund my claim.

Business Response: Thank you for your submittal dated March 5, 2013. In reviewlng Ms. *****'
claim of February 20, 2013, it appears on February 25, 2013, NAC authorized
and paid $1,080.00 to Ms. *****, check # *******. In addition, Ms. *****
was directed to submit her tow bill to NAC's provider of towing. Ms. *******,
it appears resolution of this matter is complete. Please inform NAC if a
concern or issue still exists.
NAC appreciates your agency's time in this matter.

Best regards,
****** ** ********
National Auto Care Corporation
Senior Vice President of Claims

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In a nutshell-- Purchased a used car for my son. Salesman supplied information re: service contract insurance available to cover major car components for 3 months. The information purported to cover major systems (engine, drive train, etc.) I purchased the coverage. 1 month later, the car, while driving, will not accelerate past 25 mph. We pull the vehicle over, then have it towed to *****. The clerk informed us it was a good thing we had it towed in, as the company looks for any reason to not cover claims. I am informed the next day the tranny has issues totaling $1900. National sends someone to check the vehicle. I'm told the problems with the transmission stem from wear and tear. Not covered. The mechanic I had check the car prior to purchase stated the fluid was clear, no burn smell, or problems whatever in operation. Contacted National, was informed wear and tear is not covered. My question, what failure on a used vehicle could not be viewed as wear and tear? I asked to speak to a supervisor, left a voicemail. He never returned my call. Called a week later, referred to another supervisor, left a voicemail. Was then called by the first customer rep, telling me he was authorized to speak for the supervisor. Still not covered. The problem evidently lies with the salesmen who wasn't clear in stating the ins and outs of National's coverage. I asked who else I could speak to, and was told, "well, I'm not gonna put you through to the CEO." My question remains, shouldn't there be a reasonable expectation when purchasing a service agreement to cover specific components, that the failure of these components not due to customer negligence be completely covered?

Desired Settlement: National cover the cost of the repair.

Business Response: Thank you for your submittal dated February 18, 2013. In reviewing Mr.
*****' claim of January 22, 2013, it appears, based on the enclosed inspection
report, Mr. *****' claim was denied due to wear and tear. Unfortunately, wear
and tear is excluded from coverage.
Ms. *******, NAC appreciates your agency's time in this matter.

Best regards,
****** ** ********
National Auto Care Corporation
Senior Vice President of Claims
Encl. (1)

Consumer Response: As stated in my original complaint, the continuing reference to "wear and tear" covers such a broad spectrum of possibilities as to render the service contract nearly worthless. Nothing in the information provided at the time of purchase could have led me to believe a major component obstensibly covered by the insurer would be denied. The transmission failure occured suddenly and completely, the mechanic who checked the vehicle stands by his examination, and I continue to feel I should be compensated for my loss.

































Business Response: Thank you for your submittal dated February 27, 2013. It is unfortunate Mr.
***** rejects NAC's response of February 19, 2013. As you will note, *****
Transmission signed and agreed to the cause of failure, based on their
diagnosis, and which an independent inspector confirmed. This provided the
basis for denial per the terms and conditions of Mr. *****' agreement. NAC's
position remains the same.
NAC appreciates your agency's time in this matter.

Best regards,
****** ** ********
National Auto Care Corporation
Senior Vice President of Claims

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/4/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My wife and I have a 2008 Tundra. We have kept it serviced on a regualr basis and have had no issues till now. When we purchased our truck we took out an extended bumper to bumper warranty. We took out the pennicle plan that has us pay only a $100.00 for any repair that is covered. On Sat. Jan. 10, 2013 our truck was serviced and we were told that the charcoal canister was bad. It is aabout a $900.00 part plus filters and labor. We were told by the parts department that it would most positively be covered because they have never had one not be covered. The service department contacted the protection place and were denied it being covered. They were told since Toyota had a bulletin out on said problem and since it had water intrusion they would not cover it. The parts guy argued with them about covering said repair. He told them the water damage was not due to our neglect and that it has been an issue with other Tundras. Still they refuse to cover. We pay our money to have said coverage and nowhere does it state that there is a exception for coverage due to a "Bulletin". It does state that it coveres fuel issues and the charcoal canister is a fuel issue. We are paying for a service which they seem to be choosing not to handle in a proper manner. We would like to have this fixed.

Desired Settlement: All we would like is for them to stand behind what our coverage is to fix and for them to cover the repair since we pay for it.

Business Response: Thank you for your submittal dated January 17, 2013. In reviewing Mr.
*****'s complaint, he Indicates his denial was based on water intrusion. You
will find enclosed a copy of Mr. *****'s agreement. Please note the highlighted
Items 6 and 15. Please accept this as NAC's basis for denial.
NAC appreciates your agency's time and understanding in this matter.

Best regards,
****** ** ********
National Auto Care Corporation
Senior Vice President of Claims

Consumer Response: I can not tell the reasons they denied in the response to you with highlighted items 5 and 16. I do not have access to veiw those items. There were 2 reasons we were denied. The Toyota service man said he was told it would not be covered because of water intrusion and the fact that it was considered a bulletin by toyota because of previous problems of the same with other toyotas. I pay for the extended coverage and deserve it to be covered when the faulty part was not due to our neglect or basic wear and tear. No where in the coverage does it state that coverage would be dinied for water intrusion or a known "bulletin". The toyota service man even called them and argued the point, that there was not way we caused water damage to the canister. The water got in by other means through the truck. He also argued that they had never had a claim for a canister denied. The coverage is to cover what isnt covered by a factory warranty. The factory warranty is out but the extended warranty purchased is in full effect. WE desire the repair be covered based on no fault of ours for water intrusion and the fact that no bulletin should be a factor. Since toyota is aware of this recurring problem we informed them about the issue. They denied to help because it was not a recall issue and that the factory warranty for the canister was out. Again, that is why we paid for the extra coverage. WE still want the warranty to cover the repair.      


Regards,

David Hodge






























Business Response: Thank you for your submittal dated January 17, 2013. In revlewlng Mr.
*****'s complaint, he indicates his denial was based on water intrusion. You
will flnd enclosed a copy of Mr. *****'s agreement. Please note the highlighted
Items 6 and 15. Please accept this as NAC's basis for denial.
NAC appreciates your agency's time and understanding In this matter.
Best regards,
****** ** ********
National Auto Care Corporatlon
Senior Vlce President of Claims
Encl. (1)







Consumer Response: I can understand the items listed in section 6 and 15, however, the water damage was not caused by us running through a mud puddle or washing under the hood with a water hose. The water intrussion came from an unknowing source with in the truck itself. This is why there was a bulletin put out on the problem with Toyota. This keeps it from being considered normal wear and tear and water damage. The fact that a certified Toyota repair specialist looked at damage and agreed to it not being our fault should be enouph proof to have coverage stand behind it. I can try and have the mechanic write out his statement and mail it in if that is acceptible.   































Business Response: Thank you for your submittal dated February 11, 2013. It's unfortunate that
Mr. ***** rejects NAC's response of January 17, 2013. As he stated, Mr.
Hodge does understand Items listed in 6 and 15. Unfortunately, that is the
basis of denial.  Mr. ***** must understand that it is not a matter of whose
fault it is that this occurred. It's excluded, no matter how the failure occurred
related to Items 6 and 15. Ms. *******, NAC's position remains the same.

Best regards,
****** ** ********
National Auto Care Corporation
Senior Vice President of Claims

Consumer Response: This may be the basis of your denial. However, it is wrong and not a very decent decision. The reason you give for denial is not the same reason you had given the very first time the dealership contacted you for approval. When we contacted you guys secondly, you gave us the same reason you gave the dealership. Your original decision you gave was because Toyota had it on alist for a reacurring issue. So it seems to me that using sections of the coverage since there was a complaint filed is a easy cop out for lieing in the begining. If this was the real reason for denial why not have said that from the start. Now you want to give a great reason why but are failing to admit to saying the opposite from the start. If this is the real reason then it should come with easy to read instructions, not make someone have to read behind the lines. Since damage was caused by mechanical function not basic wear and tear, maybe you should be more specific in the pamplet. In all fairness one would think a mechanical failure under investigation would be covered under such a plan. Basicaly customers are paying for a coverage that secretly has loop holes. This is unfair buisness practice.          
































BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

2/25/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I would like to file a complaint against NAC and ***** Nissan, the sales and service agent a Medallion Elite extended warranty I purchased. Despite repeated assurances from the dealer and a valid warranty contract in place with NAC, both companies have conspired/acted together and refused to honor the warranty I paid for. Specifically, they have refused to fix the transfer case on my 99 Jeep Wrangler.About a week after I purchased it (used), I took it back to the dealer, complaining that the 4 wheel drive system would jump out of gear and was making very unusual noises. Since I had owned Jeeps in the past, I knew something was wrong, but the dealer dismissed my complaints as something they couldnt duplicate. When I went back to the salesman he said I should go back to the service guy, who simply sent me back to the sales guy, who repeatedly promised that they would fix the problem. While all this was going on, I made sure that all normal services were performed at the dealer. The service paperwork I got back stated that all fluids were up to their appropriate level s, specifically calling out the transfer case in the repair write up as one of the items they had checked. This situation dragged on for over a year, during which time. I had to have the Jeep serviced for a number of other problems (multiple fluid leaks) and continued to complain about the drive train, but the only thing they did was to clean and lubricate some shift linkage components, which did not fix the problem.Recently, the transfer case failed. The dealer has told me that a seal failed and NAC immediately denied the warranty claim because the fluid level was low. When I called NAC, they refused to talk to me and sent me back to the dealer. In short, due to my lack of English language skills (Im from Puerto Rico) I believe Ive gotten the classic runaround. Both companies probably counted on my simply giving up.Since the dealer supposedly checked both the fluid levels and the transfer case during the multiple times I brought the Jeep back to them, I dont see how I can be liable for its failure, especially when I have a warranty in place. ***** Nissan and National Auto Care have a mutual responsibility to honor their warranty and should be made to pay for the repair

Desired Settlement: I want them to perform the warranty/repair services that they contracted to provide for my car.

Business Response: Thank you for your submittal dated January 22, 2013. In reviewing Mr. *** z'
claim of December 28, 2012, it appears NAC declined coverage based on an
independent inspector's report dated January 2, 2013 which was signed by Mr.
*****' repair facility (who diagnosed the fallure and cause of failure). Please
find enclosed a copy of the inspector's report, noting the highlighted section.
Ms. *******, unfortunately, the cause of failure on Mr. *****' vehicle is
excluded within his agreement.
NAC appreciates your agency's time and understanding in this matter.
Best regards,





Consumer Response: First I'd like to thank you for you efforts. Second, I'd like to tell you how disappointed I am in the response I got from NAC. I believe that many of the problems I've had with the Jeep pre-existed it's delivery by the dealer to me.  I  have had to take it back to them many times in an attempt to have it repaired. When returned, they either 1) denied that there was a problem, 2) applied an ineffective 'fix' to have me go away or 3) promised me that the item would be repaired in the future. All of this is evidenced by the many, many trips I've had to make to the dealer to ask for repairs to be done (please see the attached receipts from ***** Nissan). Also note that *****'s invoice dates and the mileages that they entered are apparently faulty, so the rest of this letter will refer to the mileage as indicated on the receipts, even if they are not accurate.   What these invoices show is that I had started returning to the dealer within a week of taking delivery of the Jeep. I picked the Jeep up at  74,566 and returned it to them at 74,526 (again, keep in mind that the dates and mileages shown by them conflict with reality) complaining of radiator/air conditioning condenser leaks, which they supposedly fixed. I then returned it at 74,530 and described to them the fact that I could not get the vehicle to go into 4 wheel drive, which, in retrospect, we now know the root cause of which to be the transfer case failure. Rather than fix the issue, they sprayed some lubricant onto the linkages and replaced a switch. At 74,549, I had to return again for more leaks, both to the radiator/air conditioning condenser and the rear axle. Here they denied that anything was leaking from the front of the truck, which was not true. Also, if you look at the bottom of this invoice, you can see that  the dealer also claimed to have checked/topped off all fluid levels, and then checked for leaks, specifically including the transfer case. At 75,786, I again brought it in, complaining that the 4 wheel drive system was making noises that were not right. I knew this because I've had Jeeps in the past. Once more they denied there was a problem - "could not duplicate the problem at this time" At 79,453, brought it back for more leaks from the  radiator/air conditioning condenser - here they simply "fixed" a hose. Wouldn't the normal procedure be to replace it ? I also complained about the alternator -  again they were "unable to duplicate" At 82,092, I had the fluids serviced by them. At 85,217, I had ALL the fluids serviced/checked by them. However, at 88,589, NAC's inspector confirmed what I had been complaining about all along, namely, that there WAS a problem with the 4 wheel drive system and air conditioner. The inspector confirmed both issues and said the first was due to the transfer case and the gears within it not being properly lubricated. He did not identify a cause for the compressor being seized, but it's clear to me that this was due to lack of fluid in the system. Again, something they had been asked to address from early on but did not. As the inspector's report note, these are NOT new problems. The AC system had been dry for some time that the transfer case leakage was evidenced on the underside of the truck by the "long term" drip and stain.. So, it's clear that this problem, like others with the truck, were never addressed by the dealership, either when I directly complained about the problems, or when they "checked" and/or "topped off" all fluids. I clearly did whatever I could to ensure the proper maintenance and prompt repair of the Jeep while the dealer did whatever he could to thwart my best efforts, to minimize costs, either by lying to me, i.e., telling me services had been performed when they clearly weren't (fluid checks) or denying things from warranty service by claiming that they were "unable to duplicate" issues that I tried to bring to their attention. In any case, the onus is clearly on the folks who wrote the warrantee on the car (NAC) and the dealer, acting as their agent, The dealer was supposed to delivery warranty repairs, but chose not to, quite possibly due to my lack of skills with English (I'm from Puerto Rico and a US citizen) and probably figured that they could disclaim their responsibilities to me and get away it. However, I paid a lot of money for the Jeep and the warranty and I expect both NAC and ***** to uphold their end of the bargain. Due to my lack of skill with written English, I've explained this situation to a friend of mine and have had him prepare this letter. He holds a Mechanical Engineering degree and agrees with me that the problems, with their many symptoms, were clearly identifiable but the dealer and NAC chose not to address them in the hope of saving money. I would appreciate it if you could go back to NAC and ask them to review this complaint again.

Business Response: Thank you for your submittal dated February 2, 2013. It is unfortunate that
Mr. ***** rejects NAC's January 23, 2013 response. Unfortunately, as
previously stated, NAC's basis for denial are based on facts presented by Mr.
*****' repairing dealer and an independent inspector. Therefore, NAC's
decision remains unchanged. Ms. ******, Mr. *****' chronological breakdown
of concerns should be discussed with a representative of ***** Nissan.
NAC's responsibility, as it relates to claims, has been addressed.
NAC appreciates your agency's time in this matter.



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Company is very difficult to deal with. Have denied a legitimate claim. They claim that the car was running low on oil causing the turbo to fail. The oil was changed in the vehicle at regular manufactures recommendation. Upon inspection it was noted that several seals were leaking. Of course oil would be low if seals were leaking and oil would be seen on the ground which did not happen prior to the turbo malfunctioning. This is all part of the initial problem failure of seals and or the turbo malfunctioning. Everytime we have had an issue with the car they have denied the initial claims. This company is a nightmare to deal with and nothing but a fraud and dishonest.

Desired Settlement: I would like a monetary settlement for the stress of not having the vehicle, waiting for it to be repaired, full rental reimbursement, and the car to be completely repaired with a new engine and turbo because of the aggravation they have caused by refusing to cover a warranted part.I would like them to cover the repair with the conditions stated above or refund the full purchase price of the vehicle and extended warranty and associated cost so i can get a new vehicle and never deal with scumbags

Business Response: Thank you for your submittal dated January 31, 2013. It appears there may
be some confusion as to the basis for denial of Mr. **********'s claim of
January 19, 2013. Please find enclosed a signed copy of an independent
inspector's report confirming the diagnosis of ****** & Sons' findings. It also
appears the vehicle had three long-term oil leaks, causing the vehicle to be
driven with insufficient oil (3 quarts low). This caused a lack of lubrication,
resulting in premature failure of the turbo. In addition, enclosed is the
required oil capacity for Mr. **********'s 2005 PT Cruiser. A final enclosure
is a copy of Mr. **********'s vehicle servlce agreement. Please note the
high-lighted areas. Mr. **********, it would appear the oil leaks were not
attended, thereby, unfortunately, causing additional damage.
As a side-note, NAC has authorized and paid six previous claims, totaling
approximately $3,520.80. This was based on the terms and conditions
within said agreement. Unfortunately, the terms and conditions do not allow
coverage on this particular claim. NAC believes this additional information
will explain and clarify NAC's basis for denial.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/23/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Bought used car and NAC extended warranty. Car was running awfully took it to dealership for diagnosis. Warped head, to no fault of my own. NAC paid for a machined head instead of engine although advised the problem would occur again.I protested for new engine to no avail. Lincoln warrantied their workmanship with a 12/12 guarantee. In 4 months my car is back at Lincoln for repair of the same warped head. This time NAC refused to provide me with a rental or loaner car because Lincoln is responsible for the repair. Lincoln is only responsible for the repair and not a loaner vehicle. Should they have opted for the engine replacement it would be covered under factory warranty and not the dealerships workmanship policy and include a loaner car. NAC should be covering my loaner or rental at their expense since they opted for the machined head which is broke again. Per my contract for the coverage I purchased I would be kept in a rental or loaner for the full extent of covered repairs to my vehicle. This is blatant fraud. Left 6 voice mails over 3 days and spent more than 2 hours total on hold during normal business hours only to never speak to an NAC rep. Pathetic business.

Desired Settlement: I would like to be reimbursed for the loaner vehicle and a written explanation as to why the engine was not replaced when they were notified in writing the machined part would fail again if they engine was not replaced.

Business Response: Thank you for your submittal dated January 29, 2013. In reviewing
Ms. *****'s claim of January 24, 2013, it appears on June 11, 2012,
with the mileage of 101,404, NAC authorized repairs to the cylinder
heads in the amount of $4,186.04. This was based on the enclosed
inspection report indicating recommendations agreed upon by
********* Ford Lincoln and NAC. Ms. *******, this is a standard
procedure utilized within the auto industry with the help of a machine
shop that measures all aspects to insure repairs can be made
successfully. At no time was NAC notified that repairs would be substandard
or we would never have authorized $4,186.04. It has been
seven (7) months and 8,646 miles since those repairs. This falls
within the 12-month, 12,000-mile warranty given to Ms. ***** and
NAC at the time of authorization. Ms. *******, unfortunately, this
repair is the responsibility of ********* Ford Lincoln. NAC suggests
that Ms. ***** return to her repairing dealer to rectify this matter.
NAC appreciates your agency's time and understanding in this matter.





BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My wife purchased a 2005 dodge neon from a dealership part of our descision to purchase was that the car came with a 24 month power train warranty.Well the warranty was from National auto care, the warranty states that for 24 months and up to 120,000 miles that timing belt and parts are covered as part of the power train .After jumping through several hoops ie getting claim submittied within a certain time frame have garage and inspectors all on the same page about our claim it was denied. not only does the company misrepresent the coverage it offers but try as hard as they can to make filing a claim as hard as and time consuming as they can.they stated that because the part didnt break within the mfg estimated time frame that the failure was a mantinance issue not a warranty issue. when I asked how that works you dont replace good parts until they break I was told that there was nothing that could be done .It is a real shame that people pay good money for what they think is a piece of mind only to find out its a scam and they know the longer they can jerk you around the less likely they have to pay

Desired Settlement: live up to the agreement they sold us !!! honor claim

Business Response: Thank you for your submittal dated February 5, 2013. In reviewing
Mr. ******s' claim of February 4, 2013, it appears NAC is in the
process of inspecting Mr. ******s' vehicle to determine coverage.
NAC will provide additional details once the vehicle is inspected.
NAC appreciates your agency's time and understanding in this matter.
Best regards,
****** ** ********
National Auto Care Corp
Senior Vice President of Claims

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/22/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: National Auto Care warranty is misleading. They take your money and do their best to avoid fixing any honest claim. I submitted a claim for a exhaust manifold and a universal joint on the drive shaft. They denied my claim because they saw some rust specs on the universal joint and exhaust manifold. Well, usually those two parts aren't painted and I have never seen either without rust. Pretty much, this company will use any excuse to weasel out of holding up on what you paid for. I called numerous times to only be put through to a voice mail box to leave a message. No one ever called me back.

Desired Settlement: I would like this company to honor what I paid for. I would like for them to fix the parts on my claim. It would be nice if they would answer my call now that they know my number and return phone calls when voicemails are left.

Business Response: Thank you for your submittal dated January 26, 2013. In reviewing
Mr. ********'s claim of January 22, 2013, it appears six items were
requesting coverage. Unfortunately, four of the six components were
not-listed components. One item, U joints, was declined coverage due
to rust, which is excluded from coverage. One item listed, oil pan
gasket, NAC authorized $492.69. As of February 4, 2013, Mr. ********
has been informed of NAC's basis for denial, as well as authorization.
NAC appreciates your agency's time and understanding in this matter.
Best regards,
****** ** ********
National Auto Care Corporation
Senior Vice President of Claims

Consumer Response:

This is pretty much a blanket statement to get out of covering stuff. They changed the oil pan gasket but wouldn't cover shop supplies, oil, or anything else. It ended up costing me $300 out of pocket. My vehicle was down for over a week. It took the adjuster 3 days to get down to look at te vehicle, wasting mine and the dealerships time. I am not happy with this warranty at all. I feel like I was given the run-around. The dealership even stated that it was the sorriest warranty they had ever seen. Obviously, I was mislead when purchasing this warranty. NAC's description of coverage was different once I tried to make a claim. This warranty is not a piece of mind. It is a total waste of $3500. 































BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

2/15/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Range Rover in May 2011 for which I purchased an extended warranty in full from Debt Guardian Auto which is now NAC Extended Warranty. I originally took my truck for service of my cd player, the technician informed me my suspension was out. He filed a claim with NAC on my behalf, an adjuster came out, then the claim was denied. Reason...some form of liquid spilled in the cup holder which caused a shortage. I'm livid because if something spilled it was not done on purpose or with knowledge. The platinum warranty I purchased in full was around $4000, and I feel I was taken advantage of completely. The claims adjuster will not honor the warranty at all. I now have to pay $760 to get this repaired.

Desired Settlement: $760...my cost for repairs. Refund of some for my extended warranty so I can purchase another one from a more reputable company.

Business Response: Thank you for your submittal dated January 16, 2013. In reviewing
*** ********s claim of January 10, 2013, it appears NAC authorized
$945.38 to replace an exchanger radio player. Unfortunately, NAC
declined coverage to a dynamic control module due to physical
damage caused by spillage of liquids. *** *******, please find
enclosed a copy of *** ********* agreement and a copy of an
independent inspector's report signed by *** ********* repair facility,
agreeing on the cause of failure they diagnosed. Please accept this as
NAC's basis for declining coverage.
NAC appreciates your time and understanding in this matter.

Best regards,
****** ** ********
National Auto Care Corporation
Senior Vice President of Claims











Consumer Response:






























BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

2/5/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: OWN POWER WRAP CONTRACT #******** FOR KIA SEDONNA LX 2006. RECENTLY TOOK AUTO FOR REPAIRS TO SHOP IN PONCE. VEHICLE STILL UNDER COVERAGE OF SAID CONTRACT, WITH APPROXIMATELY 72,000 MILES. SHOP CLAIMS, AFTER PROMISES BY INSURANCE TO PAY SPECIFIED AMOUNTS FOR CERTAIN PARTS SERVICES, INSURANCE REPORTEDLY REFUSED TO PAY AND SHOP CHARGED VEHICLE OWNER $1,140 WHEN INSURANCE CLAIMS A DEDUCTIBLE OF ONLY $100. DURING DEALINGS BETWEEN INSURANCE COMPANY AND SHOP, I SPOKE OVER THE PHONE WITH MR. ****** ********** WHO PROMISED ME TO REIMBURSE CERTAIN RENTAL CAR COSTS PROVIDED CLAIMS WERE DOCUMENTED, WHICH WAS DONE THROUGH E-MAILS ALSO REQUESTING WRITTEN EXPLANATION, SINCE PROMISES IN PHONE CALL WERE NOT HONORED. TO THIS DATE, NO REFUND OR PAYMENTS HAVE BEN RECEIVED, NOR REQUESTED FEEDBACK. I HAVE ACKNOWLEDGEMENT OF RECEIPT BY ADDRESSEES OF SAID COMMUNICATIONS. MY ADDRESS IN POLICY IS PO BOX 10368 PONCE. THANKS FOR YOUR HELP.

Desired Settlement: REFUND FOR PARTS AND SERVICES NOT REPORTEDLY PAID BY NAC TO SHOP, WHICH I HAD TO PAY FOR, AND REFUND FOR RENTAL CAR FEES WHILE DISCUSSIONS BETWEEN SHOP AND INSURANCE TOOK PLACE, WHICH EVENTUALLY ENDED INTO AN IMPASSE, PLUS A WRITTEN EXPLANATION AND APOLOGY. VEHICLE STILL HAS ABOUT 25,000 MORE MILES AND A FEW YEARS OF COVERAGE LEFT.

Business Response: Thank you for your submittal dated October 31, 2012. In reviewing this matter, it
appears NAC authorized the following components parts and labor as discussed with
*****, Mr. ****** ********' choice of repair facility.

Hood struts                                                                                $134.00
Sway bar bushings                                                                       130.33
A/C compress complete, Freon, thermistor, compressor oil           783.55
Tax                                                                                                  68.55
For a total of                                                                            $1,116.43
Less the applicable deductible of                                              -  100.00
For an authorized amount of                                                   $1,016.43

Ms* *******, once NAC receives an invoice indicating the above authorized
components, NAC will abide by its commitment, NAC is unaware of what may have
been discussed with Mr. ****** ********. NAC was aware the original request for
repairs did not fix the A/C system.  Therefore, due to misdiagnosis, NAC would not be
responsible. However, NAC did authorize the second request to repair the A/C
system. To date, NAC has not been provided evidence that repairs have been
performed.
NAC appreciates your agency's time and understanding in this matter.

****** ** ********
National Auto Care Corporation
Senior Vice President of Claims

Consumer Response:

Please be advised that, as of this date, I have not seen any response from National Auto Care Corporation on referenced dispute. Please kindly forward copy of alleged resolution by NAC so that I can reply to you on a timely fashion. I have not seen either any request from you to confirm that this complaint has been resolved.
 
Many thanks for your prompt response. Happy Thanskgivings.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/1/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased a vehicle in 8/2011 & purchased an extended warranty through NAC. In 9/2011 while out of town,the TCS & check engine lights turned on and we took our vehicle to a Honda dealership & the code read P0740.NAC was contacted.We were told a rep from NAC had to come out & inspect themselves. However,when the rep came out,he did not physically see the lights on, (even though a certified Honda mechanic verified transmission failure)therefore no repairs would be authorized. In 9/2012, we returned to ** ****** Honda service center bc at this point the vehicle was undriveable due to the transmission unbearably stalling and shifting beyond control, and the same engine lights on.After much debate, NAC finally agreed to repair. We were given the option to exhaust our warranty if we put it in writing. Once we submitted our letter, our exhaustion option was rescinded. NAC decided to send a replacement transmission instead. The 1st tranny was the wrong size.After several more days w/o our vehicle, NAC supposedly sent a valid replacement.We were told our warranty would then be reduced from 3yr/36k to 12mths/12k.All along, we had to debate for a rental, as we were without our van for over 10 days.Got the vehicle back -- that same night on our way out of town both lights were back on! In 10/2012 after more debate with NAC we were told to take it in to for inspection.We took the vanin and the code reader returned P0740 - transmission failure!!!After days of back and forth, NAC told us the Honda dealership fees were too high and to take the van to a local *****.After several more crass conversations with NAC, we were told they would send another replacement & rental reimbursement would not be guarantteed & if so would only cover from when the tranny was shipped -once again leaving us w/o our family vehicle for over 10 days. The headaches,chaos,& uncompromising demeanor from NAC reps has caused my family frustration beyond measures.As of 11/15,we are still w/o our family vehicle & out of pocket on expenses.

Desired Settlement: If a company is in the business of customer service, then that's exactly what they need to be held accountable for -- serving their customers accordingly! I would like compensation of my rental car fees. I would like my replaced transmision warranted at 24 months. If my currently replaced (USED)transmission is proven to be faulty, I would like the next transmission to be a HONDA rebuild installed by a HONDA dealership.

Business Response: Thank you for your submittal dated November 16, 2012. In reviewing this
matter, Mr. ******' first claim for a possible transmission issue occurred on
September 2, 2011 with the mileage of 134,125 called in from Honda of
***********. Upon inspecting Mr. ******' vehicle, there was no indication of a
transmission issue. On August 15, 2012 with the mileage of 152,890, NAC
received a call from ** ****** Honda indicating a transmission failure. Upon
inspection, it was determined a failure had occurred and NAC authorized and
paid $2,718 for replacement and labor for the transmission. Ms. *******, as
a side note, Mr. ****** drove his vehicle 18,765 additional mileage from his first
transmission concern. On October 29, 2012, it appears the transmission,
unfortunately, had a failure that will be covered under a parts warranty which
NAC has proceeded to take care of. MS. *******, if Mr. ****** would submit a
copy of a paid rental invoice, NAC will reimburse him accordingly. As for a
Honda re-built transmission, NAC has met its obligation per the terms and
conditions of Mr. ******' agreement.
NAC appreciates your agency's time and understanding in this matter.



Consumer Response:

First of all, the Honda Dealership in *********** Florida ( DID ) detect a transmission failure after they checked my Odyssey's ECU which presented the code #P0740. This P0740 code is what shows up on Honda Odysseys when the transmission is failing. The reason why I had to take my van to *********** Honda is because of the hard shifting,slipping and the illuminated TCS and CHECK ENGINE lights. These lights are the first indicators of this vehicle's transmision troubles. *********** Honda contacted NAC and *********** Honda informed me that NAC were not wanting to cooperate with them on getting a honda transmission. I was also informed by *********** Honda that NAC was actually sending someone to come and witness the transmission fail before accepting my claim. I had to leave my 2000 Honda Odyssey at the Honda dealership in ***********, rent a car to transport my pregnant wife and my 1 year old daughter back to Georgia and then at first chance I flew down to pick up my van after learining through *********** Honda of my claim refusal from NAC because they couldn't get the transmission to fail again after the reset of my ECU. Resetting a car's computer does not fix the problem it just temporarily stops the indicators from illuminating on the dasboard. I was left to drive my van until I had the opportunity to get away from my job to handle my vehicle's issues because I have a family to feed in this terrible economy. I am offended that NAC would lie in stating that Honda of ********** didn't detect any problems. I have a copy of the confirmation that the *********** dealership gave me on my failing transmission showing code #P0740. NAC held me up from working once more when they kept my 2000 Odyssey at ** ****** Honda dealership while customer service agent ******, **** the service manager, *** from NAC and I constantly debated on why NAC wouldn't send me a Honda Rebuilt transmission from HONDA ( Which the dealership prefered and I thought was best ) I had no problem paying the remaing cost of the Honda rebuild vs getting junked and or used parts from their supplier. The 1st used replacement transmission that NAC sent was the WRONG one which further delayed my vehicle being returned to me when I really needed it the most. When my vehicle was finally given back to me, the CHECK ENGINE and TCU lights illuminated as soon as I had gotten off of my highway exit. Soon therafter came the hard shifting. I had to continue to depend on my van so I chanced driving out of state to handle some serious personal matters. While in Virginia, I reported to NAC that the replacement transmission was now considered to be at it's end from ******** Honda as they presented me with a copy of the code #P0740 from my Odyssey's ECU reading. I was sent to ***** because the service representative and NAC had some exchanges of words in which the service representative informed me that someone from NAC was being very rude with him. Once again I was delayed by NAC because their supplier sent the transmission with no silenoids in it. At the least I feel that NAC should've allowed ***** to rebuild the tranmission I had instead of sending another used Junked tranmission because now that I'm on my Third transmission, it's very easy to feel the transmissions issued as the start to occur. I'm feeling a slight jump in shifting presently. I guess Nac really didn't want to just solve the issue with what really made since in the beginning which was to purchase the $3600.00 transmission from Honda, with their product upgrades, and let me pay the difference and be done with the whole matter. It would have saved Nac and I alot of trouble and money and I would've been singing their praises instead of stressing out all of the time for purchasing and trusting in them.






























Business Response: Thank you for your submittal dated November 30, 2012. It's unfortunate that
Mr. ****** rejects NAC's response. As my November 19 2012 letter indicates,
NAC has met its obligation per the terms and conditions of said agreement. In
addition, NAC did request a copy of a paid rental invoice for review. As of this
date, NAC has not received one. Ms. *******, NAC has been advised that Mr.
******' vehicle has been repaired and is in working order.

NAC appreciates your agency's time and understanding in this matter.

Best regards,
****** ** ********
National Auto Care Corporation
Senior Vice President of Claims

Consumer Response:

The sevice rep that I spoke with when I contacted NAC was very rude and gave me misleading information about where I needed to send my receipt for reimbursement. Yes I have my vehicle but the transmission is already showing some of the same signs that my previous ( used / junked ) transmission displayed. ***** can only do what they were instructed to by NAC and that was to replace the existing transmission with the one that NAC was sending. I am honestly trying to get NAC to understand that the money they spent on the first two transmissions plus the labor is actually superseding the Honda's remanufactured and upgraded transmission, which would have given me a 3yr/36,000 mile warranty. The transmissions that they are getting from their suppliers are the same faulty transmissions that will continue to cause an issue. Side note: I am not the only dissatisfied customer of NACs. I'm pretty sure there have been others to report them to the BBB, as I have seen on other forums online. When NAC contacts me with a proper domain for sending in my receipt, they will receive it as soon as possible. The rental car that I had for a couple of days does not take into account the time I was without my vehicle once again or the compensation of lost wages due their apathy and bad customer service. As I could not afford to rent a car for over 10 days. However, nothing can replace the issues I have encountered with my job, my family, and our safety because NAC wanted to go their frugal way into satisfy themselves but not their customer.






























Business Response: Thank you for your submittal dated December 6, 2012. It is not NAC policy to
be rude to our agreement holders. If Mr. ****** could provide a date,
approximate time and who he spoke to, I will research Mr. ******' concerns. If
Mr. ****** would submit his rental invoice to the information provided him, NAC
will act accordingly. Mr, *******, if Mr. ****** is experiencing difficulty with
his transmission, he must follow the previous procedure, which NAC will assign
an inspector to confirm Mr. ******' concerns. NAC apologizes for any
inconvenience this may have caused Mr. ******. It is never NAC's intention to
inconvenience our agreement holders or delay repairs. Unfortunately,
sometimes issues do occur.

NAC appreciates your agency's time and understanding in this matter and
hopes Mr. ****** will follow the necessary procedures to address his concerns
for his transmission and submits his rental invoice.

Best regards,
****** ** ********
National Auto Care Corporation
Senior Vice President of Claims

Consumer Response: I am honestly trying to understand why NAC cannot understand that as long as they continue to replace my transmission with junked/used parts, my van will continue to break down. I just want a reliable replacement transmission ( installed with new mounts ) so I can safely move on with my life with my family. This whole situation has left me with the understanding that I should NEVER trust extended warranty companies. I truely believe that if NAC had've cooperated with me in the beginning to get the Honda rebuilt and upgraded transmission, I wouldn't be writing the BBB with complaints. I will fax my proof of rental on Monday December17th. I will also contact Nac to see if they will honestly send someone to check out why my van is starting to jump as I shift it into gear. Usually this means that the torque converter is starting to fail. I've been to Honda dealers too many times to not know about this. The woman that was rude to me told me her name was *********.




























Business Response: Thank you for your submittal dated January 17, 2013. To date, NAC has not
been contacted by a repair facility indicating Mr. ******' transmission has been
an issue. If, at any time, NAC is contacted, NAC will act appropriately in
reviewing Mr. ******' concerns.

NAC appreciates your agency's time and understanding in this matter,

Best regards,
****** ** ********
National Auto Care Corporation
Senior Vice President of Claims

Consumer Response: I havent had a chance to take the vehicle to a mechanic due to my work schedule, however, I will get the van to HONDA dealership within the next two weeks. Thank you.
































Consumer Response:

The current replaced transmission from National Auto Care ( NAC ) is starting to slip, lag, and hard shift while in motion.

NAC was stating that they havent heard from any repair shop on my curret complaint and this is because if my work schedule and the fact that I cannot afford to give Honda $150.00 everytime NAC sends me a defective trasmission to drive with. I will, however, take my minivan to the dealership as soon as I have the funds to pay for the computer read. I really wish NAC had've just worked with me on getting the HONDA trasmission with the upgrades. This wouldn't have been a story. 

Consumer Response: I've learned that the BBB always take the side of the company in these situations so I will be in touch with CBBB and FTC. Tired of being ran through the mud by companies only to find that they're supported by you guys. I waisted my time contacting you. I'll be sure to post the non support through all and any web outlet I can post on.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

12/14/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an extended warranty through National Auto Care and paid into it for over a year. Well my car finally needed some work and i thought i would be able to use my warranty. Not only did i have to go around and find a shop that would do the work without being able to purchase their own parts i was without a car for 2 weeks. When i purchased the policy no one mentioned anything about an inspector having to come out, having to use NAC parts or any of the other nonsense. So now its time for my care to be fixed and they (NAC) will only cover a certain amount. Ofcourse because it was a little pricey, now they are telling me what i need done is not covered under my warranty. I stated that i have the powertrain warranty and was told it covered everything. One minute these things can be covered and the next minute they cant. I have to pay for the most expensive part, why do i need NAC. I was told there was a "surcharge" on the part that i needed, but i did not pay the surcharge, NEVER KNEW ANYTHING ABOUT A SURCHARGE. NAC is a scam and they have alot of undercover information. I purchased the Powertrain Warranty, again was suppose to cover everything that required lubrication, but just so happend the part i need requires a surchage. I DO NOT RECOMMEND ANYONE PURCHASE INSURANCE FROM NAC. I ended up paying $1300.00 for my car and they paid 500.00, not to mention i have paid over 130.00 for the policy.

Desired Settlement: The money i had to put out to get my car fixed, i would like back.

Consumer Response: My car has been fixed and paid for by National Auto Care and my agreement was not cancelled.  I still hold a policy for extended insurance with the company.  NAC listed my car as an front wheel drive instead of an all wheel drive, which was not my fault.































Business Response: Thank you for your submittal dated July 24, 2012. In reviewing Ms.
******'s response, it appears an error was made as it relates to the
cancellation. It does appear NAC reissued the service agreement
correcting the vehicle being an all-wheel drive. However,
unfortunately, based on the purchase price of Ms. ******'s
agreement, a surcharge was not purchased that would give coverage
to all-wheel and 4 x 4 components. NAC apologizes for the
cancellation error. NAC's position on previously authorized
components remains the same.
NAC appreciates your agency's time and understanding in this matter.

Consumer Response: I am rejecting this response because: the following statement is untrue.  I still have a policy with NAC and my care was fixed and paid for by NAC.  When obtaining the policey, my care was put into the system as a front wheel drive instead of an all wheel drive, that was the issue.  It has now been corrected in the system and we shouldnt have anymore problems. 































BBB's Final Determination: Consumer accepted resolution offered by the business.

12/4/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Recently, I was driving my truck down the road and it started overheating. I immediately pulled over and called my mechanic. He told me to have it towed in to his shop. I did so. He later called me and told me that I had combustion gases in my coolant system and that the coolant system was under extreme pressure due to the head gaskets failing. Now, the warranty company is denying the claim because the inspector they sent didn't "see enough" evidence that the head gaskets were leaking. I have since talked to 2 other mechanics and told them the symptoms my truck had, and they immediately said head gasket failure.

Desired Settlement: I want the warranty company to honor the warranty and pay for my repairs.

Business Response: Thank you for your submittal dated October 26, 2012. In reviewing Mr.
****'s claim of October 15, 2012, NAC declined coverage based on the fact
that a failure was not demonstrated by Mr. ****'s repair facility, *****'s
Garage. Please find enclosed a copy of an independent inspector's report
signed by Mr. ****'s repair facllity. Ms. *******, additional comments by
Mr. ****'s repair facility indicate a head gasket failure. However, the
pictures of the cylinder head and gasket do not indicate a visual breach.
Please find enclosed a copy of a TSB from Ford indicating what may be
occurring. This is a common problem NAC has been informed of by Ford.
Ms. *******, if NAC is provided a clear failure and cause of failure, as
always NAC will act in accordance of said agreement. Please accept this as
NAC's basis for denial. NAC will agree to re-inspect if, in fact, additional
diagnosis reveals a failure.
NAC appreciates your agency's time and understanding in this matter.
Best regards,
***** ********
National Auto Care Corp
Senior Vice President of Claims
Encl.





















Consumer Response: I bought this extended warranty to cover mechanical breakdown for my truck.  NAC is refusing to cover something that was caused by a mechanical breakdown.  Their inspector disagrees with my mechanic and 2 other mechanics that I talked to about the situation.  They all found more than anough evidence to believe there was a head gasket failure.  Unfortunately, sending another inspector out is not an option anymore.  I need my truck, so I am having to pay for the repairs out of pocket.

Regards,
































BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

12/1/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: NAC says nothing covered for repair. I contacted them in Sept when car taken to **** *** in Toledo. Service dept tech also told repair not covered via phone. Estimated repair cost $4000. Car purchased 12/31/11 from ****** Chevy Cadillac in Sandusky, OH.

Desired Settlement: Warrenty covers cost of repairs.

Business Response: Thank you for your submittal dated November 11, 2012. In reviewing
Ms. ******'s claim of September 27, 2012, it appears NAC, for
reasons unknown, were not contacted until October 26, 2012. At that
time, ******** was informed that a thermostat and coolant line had failed.
Based on this, NAC declined coverage. NAC did inform **** at ****
BMW that if additional diagnosis were required or additional
information provided, NAC would assign an independent inspector to
verify the failure and cause of failure. Ms. *******, this is standard
procedure for NAC. As of this date, NAC has not been contacted by
**** BMW requiring additional action on NAC's part.
NAC appreciates your agency's time and understanding in this matter.

Best regards,
****** ** ********
National Auto Care Corporation
Senior Vice President of Claims

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/23/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: NAC Solution is a company will provide an extended warranty for a used car. We have 3 policies with NAC. They told the *** dealership that we needed to make the request for repairs when the AC went out in our car. When we made the request it was denied because we did not have prior approval. Keep in mind KIA did request the prior approval and it was denied.I called the company again and asked for a copy of all three contracts. I was told that they could not fax or email me a copy, but would be happy to mail me a copy for $7.

Desired Settlement: I would like to be reimbursed on the AC repairs that are covered in the extended warranty. I would like the company to email me or fax me copies of all three contracts.

Business Response: Thank you for your submittal dated November 1, 2012. In reviewing
Mr. ******'s complaint and claims file, it appears Mr. ****** has had
repairs to the air conditioning system on July 18, 2012. Unfortunately,
NAC was not aware of this failure until October 25, 2012 when Mr.
****** submitted for reimbursement. Unfortunately at that time, NAC
declined reimbursement due to prior authorization not being obtained
prior to repairs being performed, as outlined in Mr, ******'s
agreement. Ms. *******, as per Mr. ******'s request, please find
enclosed a copy of Mr. ******'s three agreements, all of which have
the same coverage. Please note claims procedures. It is NAC's policy
when re-issuing an agreement to collect a $7.00 fee. However, based
on the present situation, NAC believes Mr. ******'s request is
reasonable allowing for resolution.

NAC appreciates your agency's time and understanding in this matter.

Best regards,
****** ** ********
National Auto Care Corp
Senior Vice President of Claims
Encl.














BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/16/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought my extended warrenty with the hopes of having peace of mind that I would be covered in case of a engine problem. Well my car had some issues with the engine and I took it to my mechanic and he said that there was $3000 worth of repairs and the NAC would not cover anything. So I called them up and spoke with a rude CSR rep by the name of ****. **** just yelled at me that they were not going to fix my car. my engine has malfunctioned and he said that that is not his problem. This warrenty is worthless and so is the company. They do all that they can to get out of paying for your repairs.

Desired Settlement: I would like for my only means of transportation to be fixed.

Business Response: Thank you for your submittal dated October 25, 2012. In reviewing
Mr. *****'s claim of October 25, 2012, it appears Mr. ***** has a
Powertrain agreement, which only covers the drive-train of his vehicle.
As for the failure of the engine crank seal, the repair is less than Mr.
*****'s $250.00 deductible. Therefore, this also would be Mr. *****'s
responsibility. Please find enclosed a copy of  Mr. *****'s agreement
confirming NAC's position

NAC appreciates your agency's time and understanding in this matter.

Best regards,
****** ** ********
National Auto Care Corporation
Senior Vice President of Claims








BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/5/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: My car needs a little more than $2,200 worth of work. The parts that need to be changed are covered by the NAC Pinnacle warranty, which is the one I purchased. However, they refuse to allow the shop to do the work. I brought my car in because it was making lots of cabin noise coming from the front suspension (sounding like its coming from around the wheel areas). I had brand new tires put on the car as well as an alignment a week and half before the noise. The new tires are already wearing unevenly. This is clearly visible on inspection. However, NAC refuses to change the control arm, bushings, and left wheel bearing that are causing all the noise and uneven wearing of my brand new tires. When these warranty companies "sell" you these "agreements" they are taking advantage of consumers like me. I paid so much money for this warranty for a piece of mind. However, that was stolen from me when a legitimate claim was made. The average consumer like me gets taken advantage of us. I can barely afford a lawyer to file suit against NAC. I hope you can do something about this situation. It should be made illegal for them to sell these warranty policies if they are not going to accept claims. All they care about is ripping people off and lining their pockets with all the money in world. Greedy corporations that treat people like dirt and take their money.

Desired Settlement: There are two options that I can deal with. They are the following:1.) A full refund in the amount that I paid for the policy. Along with that amount, I had to pay a little over $200 for a rental while the shop needed to wait for a NAC inspector to come out and look at my car so they can deny the claim. So a total of my rental and the amount a paid for the policy.2.) They pay for the work that needs to be done for my car to function properly since the warranty covers the parts anyway.

Business Response: Thank you for your e-mail dated September 10, 2012. In reviewing this
matter, is appears an error in declining coverage for ball joints, labor and
bushing labor has been authorized for approximately $1,222.50 by NAC's
Florida administrator. Ms. *******, this was based on a review of an
independent inspector's report by a supervisor. NAC believes this coverage
is within the terms and conditions of Mr. ******'s agreement.
NAC appreciates your agency's time and understanding in this matter.

Consumer Response:

NAC still has not paid me for the rental vehicle.  I had rented a car which my policy is supposed to cover up to $50 a day.  However, due to a mistake NAC made, they rejected the repairs.  They now acknowledge that it was their own mistake.  This not only means that the repairs should be covered, but I had to pay $250 out of my pocket (for the rental vehicle) for a mistake they made by denying the legitimate repairs.  So to be clear, they finally approved the repairs after I complained to the BBB.  Its unfortunate that I had to even complain in order for them to complete the repairs.  Now NAC is refusing to reimburse me for the rental.  The repairs should have never been denied to begin with and my rental would have been paid for by NAC.  However, due to their lack of competence and business model to rip consumers off, they denied it and did not pay for the rental.  I am asking for the reimbursement for the rental.  I have sent them the receipt for it twice already.  



Regards,




























Consumer Response:

I forgot to attach the receipt from ********** regarding the bill for the rental that NAC should cover since it was their mistake for rejecting the repairs and I ended up having to pay for the rental out of my pocket.  I have attached a copy of the bill in this email.  Sorry for the inconvenience and hope you have a great day.     

Thanks again,

Business Response: Thank you for your submittal dated October 17, 2012. In reviewing Mr.
*****'s concerns, it appears, after several calls to Mr. ***** by our Florida
claims center to obtain a copy of a rental bill, they have received this invoice
on October 16, 2012 and are in the process of reimbursing Mr, *****. Ms.
*******, it appears this matter is resolved.
NAC appreciates your agency's time in this matter.

Best regards,
***** ********
National Auto Care Corp
Senior Vice President of Claims

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/4/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an extended warranty from National Auto Care in 2009. I finally needed to use it for my 2005 Jeep Grand Cherokee. There was not one repair shop in my area that would except this warranty. most common response is that they need to fight for their money from this company, and it was'nt worth the hassle. I ended up paying $430 for repairs that were supposed to be covered.I called the company to ask where I should take it and they gave me two repair shops in my area that I could take it to, but they too would not except this warranty.

Desired Settlement: I would like the purchase price of this warranty refunded

Business Response: Thank you for your submittal dated October 17, 2012. In reviewing
Mr. ******'s agreement's history, it appears on September 4, 2012 on
two occasions, 9:19 am, and 1:14 p.m., Mr. ****** was provided our
standard claims procedure. At no time was NAC contacted to discuss a
claim that may or may not be covered. As for Mr. ******'s statement
about repair facilities' fight for their money from NAC, once a claim has
been determined to be covered, NAC authorizes and pays that claim
by credit card the same day, which is our standard payment
procedure.
Ms. *******, if Mr. ****** would like to cancel his agreement, as
stated, he is required to return to his purchasing agency and complete
the necessary paperwork.
NAC appreciates your agency's time and understanding in this matter.

Best regards,
****** ** ********
National Auto Care Corporation
Senior Vice President of Claims

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/20/12 I took my vehicle to the dealer because my navigation stopped working and there's a.VSC light that comes on frequently. The dealer contacted NAC to see if the repairs were covered and they were, but NAC wouldn't approve the repairs until their inspector inspected the vehicle. It was days before they could send an inspector out. The inspector confirms that the navigation isn't working and then approves a repair for an amount that is ridiculously lower than what it will cost for the repair. The dealership calls me and said that NAC is telling them that they found the part for that price, but the dealer called to get the part and the part isn't in stock. So, I called NAC and explained this and asked them to approve a different price for somewhere where the part is in stock. NAC said that the dealer would have to call and say that because they had no documentation of the dealer calling so I called the dealer and he said that he had relayed that, but would do so again. NAC also claims that it shouldn't cost what the dealership says because only the screen needs to be replaced, but the dealership explained to NAC that there is no way to replace only the screen because the unit comes as one piece. After learning that they still refuse to increase the amount. I've called NAC several times, I've left two messages for a supervisor to call me, the dealer has gone back and forth with them and they refuse to resolve this and it's extremely frustrating for me and the dealership to have to go back and forth for 6 days and I still don't have my car.

Desired Settlement: I feel that the supervisor needs to return my call and I would like for the claim to be approved in the amount of what the repair facility says it will cost.

Business Response:
Thank you for your submittal dated October 10, 2012. In reviewing
this matter, it appears as of October 11, 2012, NAC authorized the
requested amount based on the dealer's diagnosis.*** *******, NAC
was questioning what part was being repaired to ensure this would
repair the vehicle properly the first time. This was due to the
information originally provided, apparently causing confusion. This
particular repair apparently has a history of being misdiagnosed.
NAC appreciates your time and understanding in this matter.

Best regards,
****** ** ********National Auto Care Corp
Senior Vice President of Claims

Consumer Response:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Regards,

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





















BBB's Final Determination: Consumer accepted resolution offered by the business.

10/15/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Vehicle comes in for repair. The warranty company instructs us (we are the repair facility) to tear the engine down to the point of failure and make sure to get the customer's authorization before we do. The point of failure is inside of the engine. We called the customer to get authorization for the tear down and he says that he authorized the tear down and that he had to get the vehicle repaired whether failure was a warrantied part or not. We were instructed to contact the warranty company when the car can be inspected and show failure. We called when he had the engine out and the failed timing chain/tensioner exposed. We waiting for nearly 2 days for the adjuster to show and in the mean time the technician position another engine over the vehicle to install. Replacing the engine would be more cost effective than replacing the damaged parts. When the adjuster did come out he said that he had everything that he needed except for the mileage which could not be displayed due to the engine computer being out. He told us to get that back in and that he could take the appropriate photos. We then put the engine computer in and dropped the engine into the compartment but only hooked it up enough to display the mileage. We called the adjuster and he came and got his mileage. The Warranty company is denying the claim saying that we repaired the vehicle w/o authorization. We only did exactly what they told us to do and we never repaired the vehicle. Once the adjuster told us that we were good and to get the mileage displayed, only then did we even drop the replacement engine in. We have been in business for 20 years and deal with warranty companies on a daily basis. We have NEVER had an issue where we have to tell a customer that their warranty claim is denied for absolutely no valid reason. The parts that failed are covered in this customers contract and we did not repair this vehicle prior to an adjuster being here as stated.

Desired Settlement: I would like a supervisor to take the time to speak to me and the adjuster at the same time to make a truly educated decision.

Business Response:

Thank you for your submittal dated September 25, 2012. In reviewing
this matter, it appears *** ***** is not the agreement holder. On
September 5, 2012, NAC was contacted by **** with **** **** ***.,
informing NAC of a possible engine issue. At that time, NAC gave its
standard claims procedure, which included obtaining the customer's
authorization for a diagnosis and tear-down. On September 25, 2012,
NAC had an independent inspector inspect *** ******* vehicle. Upon
the inspector's arrival, it was noticed that repairs were already
performed. NAC, at that time, denied coverage due to no prior
authorization. *** *******, the delay from NAC's first contact of
September 5, 2012 until NAC had the vehicle inspected on September
25, 2012 would indicate someone other than NAC authorized repairs.
*** *******, during the inspection, it was noted that a timing chain
issue existed. On September 28, 2012, NAC contacted **** to discuss
settlement based on the inspector's findings of a timing chain issue,
**** indicated the customer authorized the repair. *** *******, NAC
has agreed to cover only the item confirmed in the independent
inspector's report. NAC believes the balance of the cost of repairs is
between **** **** ***. and *** *****.
NAC appreciates your agency's time and understanding in this matter.

Best regards,
****** ** ********
National Auto Care Corp
Senior Vice President of Claims

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/28/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a2004 Chevy Silverado truck from ********* Toyota in August 2010. Salesman sold us an extended "pretty much bumper to bumper" warranty cost $1695.00 (service agreement #********). I have had two previous repairs that were denied when the mechanics called (one at ********* GM Center repairs and the other at *** ******** repair center both in Washington Court House). My brakes went out on the truck last Thursday - thought it was master cylinders, but it ended up as brake lines on all four wheels - which according to the agreement, master cylinders and brake hydraulic lines are covered. *******s called NAC to be told, once again, that my warranty did not cover this repair. I am very upset and had to find $800.00 to get my truck back on the road (the previous two times I have spent close to $800 again on denied claims before work was even done). After the second denial, I contacted both NAC and *********'s in complaint - *********'s discounted my bill, but NAC did not have the courtesy to return my email or call. I am very disappointed in this product - salespeople should be better informed and not boost up this awful product.

Desired Settlement: I believe this claim was totally genuine and shoukd have been covered with my $100 deductible the only bill.

Consumer Response:

Not all 4 brake lines were rusted, just two, and those were caused by bleeding hydraulic lines, meaning the rust was not my fault. The agreement has a clause about rustm but I can accept this if it was my fault, not a faulty part of the brake system. Their agreement has all the areas that they won't pay which means all their agreements would never pay a cent.

I have paper work to fax if you could give me the direct fax number - I can fax these on 9/14/12 if you send me your fax number on 9/13.

1/31/2011 - ******** GM Center - NAC would not pay for a distributor cap that had leaked water - not part of their agreement - $265.00 out of my pocket

9/1/2011 - *** *** ***** - NAC would not pay on an install of a new evap vent solenoid $129.60 out of my pocket

8/8/2011 - ******** GM - lower intake manifold gasketpaid 429.32 - total price was $628.07 - out of pocket $212.66 - deductible is only $100.00

Current *** *** ****'s - out of pocket brake lines $782.00

Please advise fax to send the infomation.

I would accept a 50% settlement of $391.00 given two of the brakes may have been my fault on rust.































Business Response: Thank you for your submittal regarding my August 30, 2012 letter.
Ms. *******, Mr. **** indicates NAC somehow is blaming him for the
rust. This is not so. Unfortunately, a standard exclusion for a vehicle
service agreement is not to cover rust. As for Mr. ****'s implying
NAC would never pay a cent, my August 30, 2012 letter addresses
that. Ms. *******, unfortunately NAC's position remains unchanged,
based on the terms and conditions of Mr. ****'s agreement.

NAC appreciates your agency's time and understanding in this matter.


Consumer Response:

I still believe the company is 50% responsible. Only two brake lines were fully out because of rust, and NAC had only a telephone call from *** ***e repairs.

I apologize for the comment about not paying, but that account was only paid after *********'s made several requests.

I would settle for 50% of the amount I paid $782.00

Regards,






























Consumer Response:

Please close the complaint.

I figured that the BBB would do a better job, but I am left disappointed., especially the lengthy list of complaints that you have on your database.

To make my warranty more efficient, I will be using it as toliet paper.

I appreciate your time, but like usual any efforts are simply to pander to a company that rips off people. I will be praying for both NAC and the BBB to look after people better.


BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/16/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Last October, purchased the $2,900 Pinnacle Protection Plan with hopes that I would be, well, "protected". I took my car to **** **** **** on Monday 8/13/2012 and was told my car needed a torque converter soleniod, but the part had to be ordered and it would not be there until Friday. I made sure the mechanic called NAC because this was an unexpected repair and I knew I did not have the funds to pay for the parts and labor. I proceeded to rent a cat that same day. When I went to the mechanic to pick up my car that Friday, the mechanic informed me that the wrong part was sent and that since it was near closing time (the shop is closed on Saturdays) the car woiuld not be repaired until that Monday. I had concerns about having to keep the car three extra days and if the warranty would pay for extra day due to the delay. My total car rental bill was $294.14 with a discount. My first complaint is that NAC reniged on the original amout the warranty would pay by approximately $40. I paid that extra cost even though that was not the original quote given. I called to inquire about the extra rental day and learned that NAC would only cover for one day (8/20) saying their computer showed my claim was made on Monday, August 20th at 5:22pm. My argument is that I was standing next to the mechanic's desk when he called NAC on 8/13/2012 and I also heard him give my agreement and he was also writing down information he received from whomever he spoke to at NAC. I have informed both NAC and the mechanic several times and both parties are adamant that there is no wrongdoing on their part. I don't know who is at fault, but I do know I tred to make sure I understood the repair/warranty process in order to avoid these incidents.

Desired Settlement: I have my receipt from the mechanic that shows the 13th as the first day I brought it in and I have my rental car receipt. I just want reimbursement for the $240 that the warranty allows for substitute transportation. I was expecting the reimbursement as this money was set aside for something very important and now this has cause a hardship for me.

Business Response:



Thank you for your submittal dated August 22, 2012. In reviewing *** ********' claim of August 20, 2012, it appears the vehicle was
brought to **** **** ******* on August 13, 2012. Unfortunately,
NAC was not contacted until August 20, 2012, at which time NAC
authorized $371.96 at 6:18 EST. *** *******, each claim is
automatically date- and time-set once a claim is established.
Unfortunately, there is no record of NAC being contacted on August
13, 2012. As for a rental vehicle, if *** ******** would submit an
invoice from a licensed rental agency, NAC will reimburse the
appropriate amount per the terms of her agreement.
NAC appreciates your agency's time and understanding in this matter.

Best regards,
****** ** ********
National Auto Care Corporation
Senior Vice President of Claims

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/13/2012 Guarantee/Warranty Issues | Complaint Details Unavailable
9/3/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On July 17, 2012 I contact **** ******** at FX Caprara regarding a vehicle we purchased in September of 2010. We had traded in the vehicle and wanted to get a refund on the remainder of the warranty we had purchased for the 2010 Yukon from them. He told me to email him the odometer form and he would take care of it. He also said it would take 6 to 8 weeks to receive the check. On July 22, 2012 I emailed him the odometer form he requested. I asked him to please email me that he received my email. He never did. On July 26, 2012 confirming he received my email. Still nothing. So July 28th I called to make sure he received my email. I called again a few days later and he said he did and it was already processed. I called the warranty company a few days after that and they told me that no refund paperwork has been submitted. So I called **** back he told me he did it and that the amount of my refund would be $1780.84. And here we are August 15, 2012 I called the warranty company again and they said again that no paperwork has been submitted. The man I spoke with on the phone was **** and he said he had talked with **** on August 8, 2012 about the refund and gave him an estimate but that **** had not submitted the paperwork and he could not give me an estimate of what my refund would be this is disturbing to me.I called FX Caprara after I spoke with the warranty company and spoke with **** ******* at around 9:30. He told me that when **** arrived at work today (11am) that he would corner him and make sure he did the paperwork and call me back cause I would need to sign some papers. I was told previously by **** that I would not need to sign any paperwork. I waited until 2pm and called **** because I had not heard from him yet. He told me **** was not in yet and would call me as soon as he gets in. I am getting really tired of getting the run around from this dealership and they warranty company. I have filed a complaint against FX Caprara. Cause at this point I don't know who is telling me the truth.

Desired Settlement: I want a refund in the amount of $1780.84 the prorated amount that I was told by FX Caprara, and I want to pick up the check Wednesday August 29, 2012 from FX Caprara. We are moving August 24, 2012.

Business Response:

Dear *** *******,

Thank you for your submittal dated August 16, 2012. In reviewing
this matter, NAC has not received a cancellation request from *** ******* selling dealer, FX Caprara. Unfortunately, NAC has no control
over the dealer's business practices. However, NAC will attempt to
contact the dealer to assist *** *****. *** *******, I have enclosed
a copy of a cancellation form that requires completion. This may
assist *** ***** in resolving this matter.
NAC appreciates your time and understanding in this matter.

Best regards,
****** ** ********
National Auto Care Corporation
Senior Vice President of Claims

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/30/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I had to have my transmission fixed so I called and asked a dealership what requirements they had when dealing with 3rd party warranty companies. They told me there were 3, 1 of which was that the warranty comp0any pay a labor rate of 129.00 per hour. I called warranty company to make sure they met all the requirements which I was told they would including the labor rate! Now I get a call from the dealer stating the warranty company only pays 115.00 per hour so now on a 10 hour job I'm hit with another 150.00 on my bill! When I called the warranty compnay about this they pretty much told me too bad we don't kno9w why someone told you that. I would've brought the car somewhere else with a cheaper labor rate if they would've told me they only pay 115.00 to begin with. This was not a cheap warranty, it cost me almost 2000.00 and I would've expected better service for 2 grand. They also tried getting out of this repair by saying I was supposed to have transmission fluid changed at 60,000 miles. Fords standards say 150,000 miles. Lucky for me the guy at ford did his research and faxed them information stating that and then they agreed to pay but not the 129.00 an hour. I'm very dissapointed with how this company works and handles claims.

Desired Settlement: The 150.00 difference I was told they would pay from the start.

Business Response: Thank you for your submittal dated August 22, 2012. In review of Mr.
******'s claim of August 17, 2012, it appears NAC authorized the labor
rate that is the average labor rate for Ford dealers in the *********
area. NAC verifies parts and labor to ensure NAC and
its customers are being charged the appropriate amount. This is
another benefit of a service agreement.
NAC appreciates your agency's time and understanding in this matter.



Consumer Response: Unfortuantly I do not have any documents proving NAC said they would pay the labor rate of 129.00 per hour to ford. If they are able to check there phone records that would really be the only way to prove that is what they said. I am glad they paid 115.00 per hour but if they would have simpaly told me that was all they would pay I would have found a mechanic that accepeted those rates. Thank you for all your help in this matter even though I will probably not get my 150.00 that I had to spend back. Thank you for your time.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/19/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought my New 2007 Hyundai Santa Fe at ********** Hyundai in Ohio on Octobe 19, 2006. When I purchased the the vehicle, I was offered an extended warranty from national Auto Care in Westervile, Ohio.I brought my car for service and asked the dealership to diagnose a cracking problem when I back up. The problem was diagnosed and it was covered by the extended warranty from National Auto care.The complain I have is that National Auto care would only pay for after market parts and not Hyundai original parts. The difference in the amount between the original parts and the after market parts is approximately $255.00.I contacted customer service of National Auto Care and they are so arrogant in stating that in the contract - they (National Auto care)have a choice of whether to authorize to install original parts or after market parts and they choose to pay only for after market parts - what about the choice of the customer? My car is around 54,000 miles and I intend of keeping it for a long time. I wanted that original Hyundai part be installed. The person at National Auto Care told me that I can put original Hyundai part but I would have to pay the difference because THEY choose to pay only for the after market part price.

Desired Settlement: The settlement I am expecting is for National Auto Care to pay for original Hyundai parts to be installed in my car instead of the price of the aftermarket parts.

Business Response: Thank you for your submittal dated August 1, 2012. In reviewing Mr.
*******'s complaint, it appears NAC's authorization of remanufactured
parts are within the terms and conditions of Mr. *******'s agreement.
As for additional monies, that is Mr. *******'s choice, based on the
fact that NAC has acted in accordance of said agreement.
NAC appreciates your agency's time and understanding in this matter.
Best regards,

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/20/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My transmission had to come out of my pocket On March 12, 2012 I purchased a vehicle from a used car dealer in ***** **(2003 Acura TL). ** is an as is State when you purchase a used car. On the Dealers desk was a warranty brochure and in the brochure it states repair costs of a number of things like engines, transmissions,ac compressors,etc and without a service agreement theses costs will come out of your pocket. So since ** is an as is state that a warranty plan wouldn't be a bad idea so I purchased it. The very next day my transmission started to slip so when I took the car back to the dealer he told me to wait about a month for the warranty to get into place so I did. all the while not driving it to much. On April 20,2012 I took the vehicle into the transmission shop and to diagnose the problem they would have to remove the transmission and break it down to see what was wrong. I call the warranty company and they told them to go ahead when they had it apart they would come down and take a look at it. When they did that in the few days after the transmission place called the warranty company then they called me stating that they would not pay for the 2500 transmission job because the warranty does not cover a fastener in the transmission and that they do not cover any fasteners internal or external of the car. Well I have been a mechanic for 30+yrs and just about everything that is mechanical is put together with nuts and bolts or some sort of fastener and for them not to cover even factory fasteners that are internal to the transmission is OBSERD. I then called the warranty company over the next several days trying to get a supervisor(***** ******* extension ****) on the phone and he would not return my calls so I went over that Supervisors head and called his supervisor(*** ***** Extension ****) still no response for another day. Finally ***** did call me back stating why they would not cover the repair was because a snap ring failed in the transmission and that they do not cover fasteners internal or external and that iI was out of luck. Needless to say I was upset and tried to reason with him and got no where. Now the transmission place had my car all apart on the lift and i had NO MONEY to repair it. We Look at a number of sin-aerials, with a used transmission but there was only about 300 in price difference from a used one to a rebuilt one. I had to borough money from a friend that didn't have much money either and promise to pay them back so that I could get my car repaired and back. I GOT THE CAR BACK FROM THE TRANSMISSION PLACE ON 5/1/2012. I think that this company should be banned from doing business and it is a big scam to take your money and never pay out. Everything mechanical is put together with fasteners and this company is using this as an excuse. MY SERVICE AGREEMENT NUMBER IS ******** 2003 ACURA TL VIN#19UUA56693A013112

Desired Settlement: I would like to recover all my repair costs which was 2500 and or AT THE LEAST A MAJOR PART OF THE COST. Also have this company banned from doing business. Also I have tried to cancel this policy and sent in the necessary paperwork to get a full refund and still have not herd from them yet. First and for most is the 2500 so that I can repay my debt.

Business Response: Thank you for your submittal regarding Mr. ****** ********. In reviewing his
claim of April 18, 2012, it appears not ontly did NAC decline coverage due to
exclusion number 8,9 and 22 of Mr. *******'s agreement. Ms. *******, Mr.
******* states quote "the very next day my transmission started to slip so
when I took the car back to the dealer he told me to wait about a month for
the warranty to get into place, so I did. All the while not driving it too much."
Ms. *******, this would be considered a preexisting condition which should
have been addressed by Mr. *******'s selling dealer. In addition, NAC will be
contacting Wholesalers Unlimited due to informing Mr. ******* to wait a
month, complicating this matter. Ms. *******, on May 23, 2012, NAC
refunded Mr. *******'s selling dealer $547.56, the amount: refundable.
Unfortunately, Mr. ******* needs to go back to his selling dealer to rectify his
financial and mechanical concerns. NAC believes this additional information
will provide clarity and resotution to Mr. *******'s complaint.
NAC appreciates your agency's time and understanding in this matter.







Consumer Response:

The reason why I am Rejecting this is because you are speculating that the failure was pre-existing. If a part fails it can fail right away. It the fastner failed right away of course it can cause a catastophic failure as it apeared to do. When I took the vehicle for a test drive of 40 minutes the vehicle gave not one indication that something was wrong. I am a mechanic and have been one for over 30 years and owned over 20 cars. As for waitng a month I was just doing as I was told and maybe it was the dealer's fault for making me wait but I don't think it was his fault nor was it a pre-existing condition of the car. The internal snap ring failed and it failed all of a sudden. AS for your warrenty Not covering fastners that are none inspectable is rediculas. All I know is I am out $2500 for a repair that your company has done nothing to cover and everything to get out of .


Regards,

Ronald Mareiro


Note: The text of your complaint may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. BBB may edit your complaint to protect privacy rights and to remove inappropriate language.




























Business Response: Thank you for your submittal dated June 29, 2012. Unfortunately, NAC's
position has not changed. As previously stated, NAC's basis for denial is based
on Mr. *******'s statement, Wholesalers Unlimited actions and the exclusions
within the agreement. In addition, Mr. *******'s agreement has been
cancelled as per his request.
NAC appreciates your agency's time in this matter.


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/14/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: N A C Corp gave ***'s Auto Repair authorazation to repair transmission in my car. In the middle of the repair N A C corp denied coverage. My 48 month leased saturn outlook expired. I then bought the car on May 18 2012 with warranty from National Auto Care Corporation. May 20 2012 the trasmission quit. I hired ***'s Auto Repair to tow car. I asked ***'s where should I take it? He said we do transmission work. I asked how many days He said 3. I said go ahead. Monday morning I informed his shop manager I have a warranty. I had not received warranty docs fron lender ***** credit union on Friday 18 day of purchase. I received them email 5/21/at 3:07pm. I immediately called National Auto Care Corporation and requested a claim. they said have ***'s Auto Care call them for authorization before work begins. I drove warranty to them hand delivered and let them know they are to call them before work begins. Tues 5/22 ***s said they are authorized to tear apart to create estimate and they would send an adjuster to confirm, inspect, adjust next day. National Auto Care Corporation had expressed this to me also when I called National Auto Care Corporation for status. Thursday 5/24 National Auto Care Corporation informed ***'s auto they are not covering the repair because their research shows vehicle is covered by GM for repair. If it covered by GM why would they authorize repair work in the first place. GM warranty? I was unaware of power train warranty up to 5 yr or 100000 mile car has 70K. Our Saturn dealership had closed. Why would ***'s auto repair ask about warranties and why would he not know about GM warranties. GM will fix it. GM wants ***'s Auto Repair to put it back together and tow it to GM reapair garage. ****s auto wants to be paid for his work form me our National Auto Care Corporation.

Desired Settlement: National Auto Care Corporation gave authorization to ***'s auto repair to work on vehicle and should pay for his hours and towing to his shop and to a GM shop.

Business Response:

Thank you for your submittal dated June 28, 2012. Unfortunately,
NAC did not receive your previous request. In reviewing this matter,
please find enclosed a copy of my response to the State of Wisconsin
Bureau of Protection, NAC believes this will explain NAC's basis for
denial. NAC appreciates your agency's time and understanding in this matter.
(Business included copy of repair shop's invoice as well as service agreement.)









BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/13/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a warranty at the dealership (contract number ********) for $3,672. On the second page of the contract it is stated that the expiration mileage is my odometer reading at the purchase date, PLUS 75,000 miles. Three months later I called National Auto Care and the customer representative told me it is actually UPTO 75,000 miles. Since the original BMW factory warranty covers up to 50,000 miles, this means I paid $3,672 for a total coverage of 25,000 miles. For your reference, a top (platinum) BMW factory extended warranty, which covers up to 100,000 miles, only costs me $3,350. A third party warranty that covers 25,000 miles and costs $3,672 is a total ripoff by any standard. National Auto Care do not even honor the words explicitly written on its own contract.When I tried to cancel this warranty, National Auto Care stated that I must do this through the dealership. I went to the dealership 3 times and finally signed the cancellation form. Two weeks later, I called the NAC customer service and they told me my plan is still active.My questions are: 1. Why you deny the original term on my warranty contract?2. Why I have to go to the dealership to cancel my warranty?3. I can never get to the finance manager in dealership through the phone. Can I fax the copy of cancellation to you for faster processing?

Desired Settlement: I know you only give me a pro-rata refund according to the contract but the reason I cancelled the warranty is because you denied the original term on my warranty contract.

Business Response: Ms. *******,

I am responding to complaint id 9105401.  Per the terms and conditions of the consumers service agreement it does state on the declaration page that expiration mileage ends at 75,000.  There is language on page 2 under the Agreement Term which also states mileage starts at 0 however I believe the consumer is not clear as to what they were sold by the dealer.  The consumer did purchased Extended Eligibility coverage which does state the mileage starts at 0 and does not add to the mileage at the time of sale. I have attached the consumers agreement for your reference and also listed the text from page 2 below. 

AGREEMENT TERM :
New and Extended Eligibility Coverage Term for Time will begin on the Sale/Effective Date and continue for the Term Months listed on the Application Page.
Term Miles will begin at Zero (0), and end and end on the Term Miles listed on the Application Page.
Used Vehicle Coverage Term for Time will begin on the Sale/Effective Date and continue for the Term Months listed on the Application Page. The Agreement
Term for Miles will begin at the Odometer Reading, on the Sale/Effective Date, listed on the Application Page. The Expiration of miles is determined by adding
the Term Miles to the Odometer Reading on the Sale/Effective Date. Expiration of the Agreement will occur at the conclusion of the cumulative Term Months
Listed, or cumulative Term Miles listed, whichever may come first.

It is standard policy for NAC to refer consumers back to the selling dealership to cancel the service agreement as that is who they purcahsed the agreement from.  NAC will honor the customers desired settlement and cancel the service agreement at 100%.  The funds will be returned to the selling dealer earlier next week and our Operations Manager will folllow up to be certain the dealer understands we are canceling and that the consumer or the consumers lender is owed a full refund.

Should you have any questions please do not hesitate to let me know.

Regards,
********* *******



********* *******
Vice President
NAC


 

 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/4/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Denied warranty claim on 2007 suburban. Said it was brought in yesterday when GM warranty was in effect. I had no idea the cars powertrain warranty with GM expired yesterday. The car was bought used a little over 2 years ago. The car had problems and i brought it into the dealership this morning. That is all I know at this point

Desired Settlement: I want them to honor the warranty claim and pay for the repairs.

Consumer Response: Consumer indicated that complaint was resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

5/21/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Client, ****************, currently has a Law Suit pending in *********** Federal District Court,CIVIL NO. XX-XXXX (PG) for collection of $250,000. Plaintiff, ****************, INC. (hereinafter "****************"), is a corporation and existing under the laws of *********** with its principal place of business located at *****, ***********. 4. Defendant, NATIONAL AUTO CARE CORPORATION (hereinafter "NAC"), is a corporation organized and existing under the laws of Florida, with its principal place of business at 575 ***************************, Ohio XXXXX-XXXX. Defendant engages in business in Canada, *********** and forty-two (42) states in the U.S. III. GENERAL ALLEGATIONS 7. At all material times, plaintiff **************** Inc. engaged in the business of selling cars. 8. Commencing October 13, 2003, Plaintiff began selling NAC warranties to its customers after Defendant solicited ****************'s business in******, ***********. 9. Pursuant to the terms of their contract Plaintiff sold Defendant's warranties to customers purchasing Plaintiff's vehicles. 10. Defendant's warranties and their prices differed depending on the vehicle sold. 11. For each warranty Plaintiff sold, Defendant charged Plaintiff a specific amount listed in its "National Auto Care Rate Guide", per vehicle type. Consequently, the amount of Plaintiff's commission depended on the price Plaintiff sold the warranty for to its consumer, above the amount charged by Defendant in its "Rate Guide". 12. Upon the lender providing the monies to the consumer to purchase the vehicle, the monies for the warranty were also included in the loan. 13. The lender directly paid Defendant the entire warranty price, sold by Plaintiff. 14. Defendant paid Plaintiff's commission for the sale of its warranty, within a thirty (30) day period from receipt of the lender's payment. Such commission was equivalent to the amount Plaintiff sold the warranty for above the price charged by Defendant in its "Rate Guide". 15. From January 2, 2008, to September 28, 2009, Defendant failed to pay Plaintiff's commissions on three hundred and twenty-one (321) warranties sold by Plaintiff to its consumers. 16. In addition to commission payments, pursuant to the terms of their contract, Defendant included Plaintiff in its profit sharing, contingent on the number of warranties Plaintiff sold its customers and the amount of times the vehicles required service under the warranty. 17. According to Defendant's statement, entitled "Experience Report", dated March 31, 2009, Plaintiff was entitled to $140,026.00 in profit sharing monies. 18. On October 7, 2009, Defendant ceased operations in ***********. 19. Defendant failed to provide a final profit sharing statement to Plaintiff upon ceasing operation of its business in ***********, for the sale of warranties sold and serviced by **************** during the period from April 1st to October 7, 2009. 20. Defendant has breached its payment obligation to Plaintiff. 21. As of July 7 2009, Defendant owes Plaintiff unpaid commissions in the amount of $230,431.91, plus $46,760.83, interest at the daily accrual rate of 10%, for warranties sold from January 2, 2008 to September 28, 2009. 22. Defendant also failed to pay $140,026.00 in profit sharing owed to Plaintiff, as of March 31, 2009. Likewise, Defendant has failed to pay the additional amount Plaintiff earned in profit sharing. AMENDMENT TO ORIGINAL COMPLAINT BEFORE THE HONORABLE COURT: NOW COMES Plaintiff, ****************, Inc. (hereinafter "***"), through undersigned counsel, moves to amend paragraphs 17,first paragraph 22,and second paragraph 21, regarding the "profitsharing" amount owed, in its original complaint, pleads, alleges and prays: 1. Through December 31, 2010, *** earned a contingent commission in the amount of $29,818.42, of which NAC has only paid $6,145.72, leaving $23,672.70 due plus interest. 2. Upon information and belief, NAC has failed to keep these monies in a separate individual, interesting bearing account specifically for Plaintiff. 3. Additionally, Plaintiff demands a jury trial.

Desired Settlement: My Client, ******, seeks restitution for the monies, $250,000, National Auto Care Corporation has failed to pay, plus 10% interest attorney's fees, and the contingent commission in the amount of $29,818.42, of which NAC has only paid $6,145.72, leaving $23,672.70 due plus interest. National Auto Care Corporation, President, ****** ****** has not made any offer on this federal matter. During depositions of Mr. ******'s distributor, *********************, ***, in ******, evinced, prior to closing National Auto Care Corporation's business on the island of ******, their distributor was permitted to close its business bank accounts despite outstanding checks. In addition, valid contracts for which National Auto Care Corporation's distributor had received payment, Mr. ****** also permitted their distributor to refund monies to the lending banks, for these approved service contracts. Mr. ******'s excuse for not taking responsibility for this debt is after almost 2 years of litigation, he still does not have his distributor's accounts. This occurred because National Auto Care Corporation did not require their distributor maintain accurate accounts of what had been paid to dealers in ******, including my client. Consequently, my client is suffering additional damages as Mr. ****** has owed them $250,000, since October 2009. We appreciate your prompt attention. Sincerely, ****** M. ******,******

Business Response: VIA E-MAIL On behalf of my client, National Auto Care Corporation ("NAC") I respond to your request for NAC's "written position as to what is happening with (the litigation involving ****** and NAC)". This case, as Atty. ****** ****** states in "Consumer's Original Complaint"*, is pending before the US District Court for the District of ****** (note that it is in the Federal Court system rather than in Commonwealth Court). ******("******")'s Complaint before the US Dicstrict Court, contained claims for $230,431.91 in alleged "unpaid commissions" (sic), plus $140,026 in alleged "profit sharing" (sic) plus interest. Without waiving the assertion that neither Ms. ****** nor ****** have standing to file a consumer complaint against NAC regarding the matters under litigation, I submit to you a summary of my client's position. NAC answered the Complaint, raising several affirmative defenses, and filed a Counterclaim for reimbursement of unearned profits from cancelled NAC vehicle service contracts that were sold by Plaintiff. During the course of discovery, NAC has become aware of the fact that ****** is claiming payment for profits in excess of $52,000 for the sale of NAC contracts in 2008, which profits were paid to ****** by NAC's then representative in ******, ****** Advisory Services Group ("******"). ******'s claim for profits even includes contracts for which it received payment in cash, tendering to NAC only the contract portion of the total price, and keeping its profit. Moreover, the discovery process has also yielded documentation that establishes that ****** paid ****** $107,635.96 in profits via checks in 2008 and 2009, which checks (a total of 9) where not deposited in the ordinary course of business by ******, and are subject of a ****** Proof of Claim in the bankruptcy proceeding filed by ******. A major dispute exists with respect to ******'s hoarding of checks for almost 12 months, when the evidence obtained in discovery shows that ******'s checking account always had sufficient funds to cover the checks. A ****** executive, in his deposition, has given as the reason for not depositing checks for almost one year, the excuse that an employee who he could not initially identify, told him that the ****** President had asked her to hold and delay deposit of a check, back in 2008. That excuse appears highly implausible, since counsel for ****** has advised us that the lady whom the executive eventually identified has denied ever having received such a request from ******, and the ****** President, Mr. ******. In addition to the fact that ****** is claiming for more than $160,000 in profits for which they were paid by NAC's representative in ******, the balance of slightly over $70,000 In their claim has been adjusted after a joint audit between NAC and ****** accountants, by more than $24,000 due to duplicate claims for the same contracts, unknown or unidentified contracts, as well as discrepancies in computation of ******'s claimed profits. As a result of the knowledge and evidence obtained through discovery, NAC has made an offer to ****** for settlement of the case, that ****** is considering. That offer includes payment of an amount in the middle five figures, plus liquidation of "contingent commissions", which were incorrectly claimed as "profit sharing" in ******'s Complaint, and a debit adjustment against ****** for the projected future cancellation refunds on ****** sold contracts, the last of which will expire in 2019. As part of the proposed settlement, NAC would agree to assume ******'s obligation to pay future refunds of unearned profits from the sale of NAC contracts that are cancelled. As for ******'s claim of $140,026 in "profit sharing", which was subsequently reduced by amendment to $23,672.70 in "Consumer's Original Complaint") the actual amount proposed by NAC in its settlement offer is well in excess of the amount claimed by ****** in its Amended Complaint. With respect to ******'s statement of its request ("Consumer's Desired Resolution"), NAC's position is that the fractioning or duplication of its claims between those made in the Proof of Claim filed before the US Bankruptcy Court in the ****** bankruptcy case (****** at all times was a separate and wholly independent corporation, with independent and nonoverlapping ownership and management), the US District Court for the District of ******, and the Better Business Bureau ("BBB"), is improper, that it runs afoul of the law, and that it is unethical. Without waiving that position, NAC contends that the amount of profits that ****** may be entitled to recover after the cessation of sale of NAC contracts in ****** in the fall of 2009, is a small fraction of what is claimed in Court, and asserted in its Complaint before the BBB. Further, NAC asserts that it has diligently evaluated ******'s claims, and documented its position for any adjustments, and for denial of portions of the claim including over $52,000 in profits that ****** received, and over $107,OOO in payments for profits contained in the checks that ****** never deposited, exposing itself to the eventual loss of the funds represented by those checks, for which they have taken recourse against ****** before the US Bankruptcy Court. As to the allegation that NAC President ****** ****** has not made an offer, it should be clear that NAC is the defendant, and counterclaimant in the litigation with ******, that Mr. ****** is an executive, not a party, and that NAC presented its formal written offer to counsel for ****** on April 25, 2012. In addition, in the paragraph in "Consumer's Original Complaint" entitled "Consumer's Desired Resolution". Ms. ******, the attorney representing ****** before the US District Court (the undersigned represents NAC in that litigation), asserts that ****** "was permitted to close its business bank accounts despite outstanding checks", and that assertion is self-defeating since the owner of a bank account is the one entitled to close the same, and there is no evidence that ****** needed any permission to close its own bank accounts. It is false that NAC has made any excuse "for not taking responsibility for this debt after almost two years of litigation", and the parties have been pursuing the reconciliation of claims presented in diverse spreadsheets that have been amended over and over by ******, to attempt to justlfy its claims, and to place NAC in a position of auditing the same and verifying the existence and validity of listed contracts. Finally, NAC reasserts the fact that any and all imputations to its President, Mr. ****** ******, including any claim of a debt of $250,000 asserted for the first time against him in the final paragraph of Atty. ******'s Complaint before the BBB, are unwarranted, devoid of legal merit, basis or foundation, and represent one more instances of ******, and its counsel's efforts to pressure payment of false, flawed, and illegal claims, as the evidence will show if this case does not settle, and NAC is compelled to defend itself in a trial. I trust that the foregoing provides an adequate synopsis of NAC's position with regard to ******'s claim, currently being litigated in ******. Nevertheless, should you have any questions or doubts regarding the foregoing, or if you need any additional information in order to respond to Atty. ******, please feel free to contact me at your earliest convenience. I should add that Atty. ******, on May 2nd advised the undersigned, that she would withdraw the Complaint before the BBB once this case is finally settled. Accordingly, this is a clear indication of the fact that counsel is utilizing the BBB in order to pressure settlement in a case that is not before it, but rather before the US District Court for the District of ******. I respectfully submit that this fact alone should warrant the rejection of Atty. ******'s "Consumer Complaint". Based on all of the foregoing, NAC respectfully requests that the "Consumer Complaint" filed by Atty. ****** and/or ******, Inc., be denied, or dismissed. At the outset we note that neither Atty. ****** nor her client, ******, Inc., are "consumers" with respect to the issues under litigation; ****** is a lawyer and her client is a business entity with a dispute concerning profits from the sale of NAC service contracts in ******. As such,we respectfully submit that they lack standing to file a consumer complaint.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/21/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: National Auto Care refused to honor my 6 year 100,000.00 bumper to bumper warranty. I had purchased my NAC service agreement on 05/17/2007, agreement number XXXXXXXX. The warranty was a bumper to bumper warranty for my 2007 Pontiac G6 hardtop convertible. This service agreement was purchased from ********** located in **********. On 04/11/12 I took the covered vehicle to ********** for repair work for the following issues: rear spoiler was loose, brake fluid leak, cable that operates the convertible top was broken (this occurred under normal use), drivers seat heater was not working, rear brake like will stay on all the time, hissing noise coming from the engine area, heater control lights on the passenger side are not working, and the leather seat for the driver is separating. The service man from *** did the intake process from the car and said he would be in touch. He called the following day and said that NAC wanted an adjuster to look at the car. After the adjuster came the service man from *** called me back (******). He said the adjuster from NAC took one or two looks at the car and said nothing would be covered. The service guy even laughed because when the adjuster checked the heated seat he just put his hand inside the car on the seat and said the heater feels like it work to me and then laughed. The service man even asked if he wanted to turn the seat heater on just test it. The adjuster said there was no need. I paid $1040.00 for the service agreement and have never used it once. I feel as though I have been robbed. I would request the refund of my warranty and to be compensated in an amount that I may purchase a new warranty for the remainder of what this warranty would cover from a different dealer. This service agreement was purchased with the car and financed with the purchase price of the automobile. The things that were listed above should be covered under this contract.

Desired Settlement: I paid $1040.00 for the service agreement and have never used it once. I feel as though I have been robbed. I would request the refund of my warranty and to be compensated in an amount that I may purchase a new warranty for the remainder of what this warranty would cover from a different dealer. This service agreement was purchased with the car and financed with the purchase price of the automobile. The things that were listed above should be covered under this contract.

Business Response: Thank you for your submittal dated April 21, 2012. In review of Mr. ******' claim of April 11, 2012, it appears NAC assigned an independent inspector to confirm items that*************, Inc. indicated had failed. Enclosed is a copy of a signed inspection form that****** with************* had agreed that no failure was demonstrated to the driver's heated seat, brake switch, HVAC light and that the cable mounting bolt was bent, which physical damage is excluded. Please accept this as NAC's basis for denial of Mr. ******' claim. NAC appreciates your agency's time and understanding in this matter.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) That is very strange that the representative from *** (*****) told you that I had no failure to any of my equipment on my Vehicle. When I called ***** back he says the contrary. Also wanted to point out in the letter that was used to respond to this claim, NAC states that ''Items that *** Motors, inc. indicated had failed. So the letter is very contradictory. In regards to the claim that physical damage was done to the top. There was no damage done other than using the control to open and close the top. During normal operation of the top it stopped working correctly. I guess this is just a way of selling insurance to a consumer and not having to pay for any repairs when they are submitted. What would NAC suggest that I do to prove the equipment is not working? One would think that if NAC sent an inspector to look at the vehicle that they would have actually done so. If I cannot get satisfaction then I will be forced to seek legal consul. That has been a good faith attempt to settle this dispute amicably .

Business Response: Thank you for your submittal dated May 1, 2012. Ms. *******, within NAC's response dated April 23, 2012, NAC supplied a copy of an independent inspector's report confirming NAC's basis for denial. Mr. ******, unfortunately, is not willing to accept the facts presented. Ms. *******, if there is proof of a failure and it is covered under Mr. ******' agreement, NAC will act in accordance of Mr. ******' agreement. Until such a time, NAC's position remains unchanged. Thank you for your agency's time and understanding in this matter.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/14/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company refuses to fix covered repairs on my vehicle per the contract via me and this company. I signed a contract with this company several months ago and have had issues with my car,issues that the contract guaranteed to fix and this company refuses to pay for said repairs. When I first took my car to ************** and they did an evaluation and gave me a long list of repairs that were needed on the car after my check engine light came on, this company had the nerve to tell me to take the car back to the issuing dealer, which by the way is 2 hours away from my location. They said that they had some kind of contract with the dealer that if repairs were needed within so many days then the dealer was responsible for repairs,even though I saw no such clause in the contract I signed, I agreeably took the car to the issuing dealer which was very inconveinent for me being 2 hours away, and let the dealers mechanic look at the car to get what they stated was a second opinion. The mec hanis that the dealer referred me to looked at the car and pulled the codes and within 10 minutes he was sending me on my way and stated that he would send the codes to the dealer and they would contacvt me with the results, I thought to myself, he couldn;t be serious \, I know that I didn't just drive 2 hours for THIS! The next day I called NAC to let them know that per their requst that I had taken the car back to the issuing dealer to get "so called second opionin" and to see where I stood, they stated that they had't heard anything back from the dealer and they needed a response from them before they could take any action.So after 2 weeks of constabntly calling and haggling between the issuing dealer and NAC I finally wraggled up an answer, which were transmission codes.When I called NAC back to see how they were going to get this fixed they said they had no correspondence from the dealer and that there hands were tied. They had the nerve to tell me that the dealer had to take care of those repairs, not them, the company that I pay $120 dolllaars too, to take care of covered repairs per a LEGAL CONTRACT!! This was a copout they used to string me along to keep getting my money while I am footing the bills to pay for car repairs that they are suppose to be taking care of.I called the issuing dealer to see if there was any truth in the fact that they have a contract with Nac to fix any repairs in a certain amount tof days the car is purshased and they said they ahve no such contract and whoever told me that was lying so they wouldn't have to foot the bills to pay the needed repairs on my caar. I have spent $700 on this car repair insurance hat refuses to hold up to the contract that I signed EVERY repair that was needed was covered per the CONTRACT that I signed! I have had to incur Diagnostic fees also that were covered per the contract and this company never fixed any issues with this car and I have had 2 claims turned down after a gentleman by the name of *************** which is some ype of intersessor for this company promised me not to cancel the contract and promised that they would fix the neede repairs on the vehicle,as long as they were covered, and I took the car in the same day he made that promise and guess what the company turned the claim down AGAIN!! This company NATIONAL AUTOO CARE is a COMPLETE SCAM!! They have ripped me off and I am sitting here with a car that needs repairs that were covered that they have refused to pay I have been inconveinced and had to travel 2 hours away for something that did not benefit me or my car in any way!! Ihave incurred diagnostic charges that were also supposed to be covered per the contract and they were not!! This company is a scam they will not pay for your repairs and they will lie to you and give you the run around to keep you from canceling the insurance. Purchasing this insurance was one of the worse mistakes that I have ever made!!! I lost money and still have repairs tha i have to foot the bill for! and I would like to SEE proof of the so called contract you have with the dealer!liar

Desired Settlement: I want this company to either refund me the money that I put into this contract or fix the repairs that they promised per the legal contract I signed!!

Business Response: Thank you for your submittal dated April 24, 2012. In reviewing Ms. ******' claim of November 8, 2011 National Auto Care advised precision Tune on November 8, 2011 that Ms. ******' vehicle would have to return to ********* Motors for repairs. Ms. ****** was also advised of this on February 14, 2012. National Auto Care at no time has denied coverage. At this point National Auto Care is concerned if all repairs were required and if they have been performed. If Ms. ****** would like to submit documentation for my review I will respond back with my findings. I await Ms. ******' response. Thank you for your agency's time in this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing you to address the inconsistency I have had with a previous claim that I have made under my warranty. On March 21, 2012 I took my car to ********* for a routine tire rotation and steering alignment. Unfortunately, the ********* manager explained to after attempting to align the car that my front inner and outer tie rod was frozen and needed to be replaced. I called up NAC on this date to see of this procedure would be covered under my warranty, I was told that it was covered and therefore I decided to take my car to the dealership to verify this problem. On March 23, 2012 the dealership confirmed that the rods were frozen and needed to be replaced so they called up NAC to check for coverage. NAC did agree that the parts were covered under my warranty however they were going to send an agent out to inspect the repair which could not been done until Monday March 26, 2012. The dealership instructed me it would be easier to leave the car at the shop for the weekend and once the repair was inspected they would be able to negotiate a rental car, therefore; I went without my car for the weekend from March 23, 2012 until March 26, 2012 and on that Monday the inspector did come out and sent the report to NAC. Once submitted NCA stated they would cover the repair and begin negotiating prices with the dealership. NAC stated the dealerships price was too high and requested that the dealer use aftermarket parts. After searching for less expensive parts the dealership called NCA to inform them that there was not much of a difference in price (less than $5.00) and then NAC stated they would call their own merchants to price parts and would be back in touch. Upon the returned call from NAC the dealership was told that the repair was no longer covered due to the part being ceased and that it was not covered under the warranty. That is when I (the warranty holder) was informed and called NAC myself to clarify communication. Essentially, I was told that ceased parts are never covered under my warranty and there was nothing that could be done on NAC. I then inquired as to why both myself and the dealer was told that this repair would be covered and only after the pricing was an issue it was not, the representative at NAC said they do not know but still could not help. I the requested to speak with a manager, and was told the manager was out, I asked that I receive a call back and they said it would be put on my file. 5 hours later I called back again asking why I have not received a call back and the representative stated that there was no note on my file for a call but I could leave a voicemail for a supervisor to call back tomorrow, I left a message and waited for a call back the next day. On March 27, 2012 I did not receive a call back, and after calling twice being disconnected once and transferred to a voicemail the second time I was able to get an extension number where I could reach the manager that would be back on Wednesday. On March 28, 2012, I called the extension number and finally spoke with a manager explaining the situation and how long I have been without a car as well as the miscommunication between myself, NAC, and the dealership. The manager basically stated that this part was not covered due to it being ceased and could not explain to me why I was told differently.

Desired Settlement: I am now requesting that NAC uphold their first three verbal confirmations to cover my repair, seeing it is not the customers or dealers fault that we were told the wrong information multiple times. If this request cannot be made I am then requesting a full refund of my money from my warranty due to unsatisfactory service. I am dissatisfied by the misinformed information that was provided to myself and the dealership, that fact that I waited for a extended period time for approval on a claim which was confirmed as covered three times then, mysteriously changed to not being covered, and lastly the lack of customer services for returned phone calls and explanation for being told different warranty requirements. I hope, that you are able to understand my frustrations as a client and come to a reasonable solution for the imposition that I have been put in.

Business Response: Thank you for your submittal dated April 12, 2012. Ms. *******, unfortunately NAC's position has not changed, Ms. ****** did not encounter a mechanical failure. She was having routine maintenance performed when it appears, due to rust, the tie rod ends were seized. Ms. *******, Ms. ******' agreement excludes failures related to rust and also alignments which are a maintenance. Ms. *******, NAC has previously stated that we did authorize a portion of repairs that were confirmed. Regarding Ms. ******' request to cancel her agreement, the procedure requires her to return to her selling dealer and complete the appropriate forms. NAC appreciates your agency's time and understanding in this matter. Best regards, ****** National Auto Care Corporation Senior Vice President of Claims

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Failed to Authorize Needed Repair; Filed to honor warranty contract terms. I took my 2004 *** X5 to the dealer. My regular mechanic said it looked like a seriopus repair and that only *** had the equipment and machinery to do it properly. *** assessed the problem as leaking valve seals. The contact NAC to get authorization. NAC sent in an adjuster. The adjuster agreed with the diagnosis. Thereafter, NAC tried to impose such onrewrous terms on *** that they refused to do the repair. NAC haggled over the hours needed and then demanded a 50% discount on the parts. They then refused to let ***'s own machine shop take apart the engine, do the needed precise measurements of the valve guides and seals, and reassemble the motor. They said that a certified *** shop with *** special equipment wasn't necessary. *** says that without those expensive high precision tools, the job can't be done properly. This would leave me aout of pocket more than $3500

Desired Settlement: A deal si a deal. A contract is a contract. This is a very expensive car and Im entitled to have it repaired professionally. Even my regular mechanic, who's serviced my Jaguars and Range Rovers, said that only BMW has the costly equipment and proper parts to fix it right. Im told if it isn't fixed right I will have much more costly damage down the road. I demand that they allow it to be repaired properly, with the proper parts, and quit playing games asking for cheap parts or for 50% discounts on needed, certified parts.

Business Response: Thank you for your submittal dated February 10, 2012. Ms. *******, this is the first time NAC was aware a complaint existed, In reviewing Mr. ******'s claim of January 12, 2012, it appears NAC authorized $6,162.80. This is based on repairs required due to an independent inspection and ****** with ****** of ******. In addition, all parts and labor times were verified utilizing industry parts and labor guides. Ms. *******, based on NAC's findings, it appears NAC has provided coverage per the terms and conditions of Mr. ******'s vehicle service agreement. NAC appreciates your agency's time and understanding in this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/3/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On July 15, 2010 I purchased a vehicle warranty in the amount of $1200 from **************** Inc, auto dealership in Birmingham, AL with a third-pary agency NAC-National Auto Care. I selected the Pinnacle plan which is considered "top" plan and that my 2007 Toyota Camry at the time that had 50K miles would be covered up to 100K miles. Well, recently while getting serviced at ***************** I was informed that my water pumped needed to be replaced, as it was leaking. I called to inquire with NAC on Monday, April 2nd and was told by "****" at NAC that they would only cover $129, which is inclusive of parts and labor. The dealer rate is $388. Then on Friday, April 6th I sought a second opinion at ***** automotive, which I use as an alternative to ***************** and the cost of parts and labor was $274. At that time of quote I decided to have my vehicle repaired there and contacted NAC, spoke with **** in customer service and explained how ***** automotive does not deal with warranties, but I can and I will fax/mail a copy of the paid invoice and credit card receipt for reimbursement. I explained to **** that I would be willing to accept the reimbursement rate that they are willing to pay and accept responsibility for the difference. **** at NAC said, no because the auto repair shop would have to call them. I again explained that the repair shop does not deal nor accept vehicle warranties. I was fine with paying for the repairs upfront and would be willing to wait and be reimbursed. I again expressed that as a covered repair and asked, " what is the problem and why are they refusing to honor my warranty?" I then immediately requested a refund, since the warranty was not being honored. Then ****, customer service representative at NAC stated that I would have to contact the dealer and request a refund. I had already contacted **************** on March 31, April 2nd, and again on April 6th and did not receive a response. I am fed up with this entire situation and my next option is to take legal action.

Desired Settlement: I am requesting a refund.

Business Response: Business responds: "Thank you for your submittal dated April 6, 2012. In reviewing Ms. ******'s claim of March 31, 2012, National Auto Care authorized Ms. ******'s claim on April 2, 2012. National Auto Care never received a signed repair order from ***************** to make payment. On April 6, 2012 National Auto Care received a call from Ms. ****** saying she was moving the vehicle. On April 13, 2012 National Auto Care requested a copy of the repair bill from the new repair facility. To date, National Auto Care has not received it. Once we receive a complete and signed repair order, we will comply as per the terms and conditions of Ms. ******'s agreement. National Auto Care appreciates your agency's time in this matter."

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.) NAC stated if I faxed a copy of the paid invoice they would consider reimbursement. I have not received any response. It appears the goal of this company is to not have to reimburse the policy holder at all

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/20/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I got my auto loan, I was mislead to believe that I needed to repay it in full before I could cancel the the NAC contract and get a full refund. I was mislead to believe that I needed to repay my auto loan in full before I could cancel my contract with NAC and get a full refund ($1000). Because it expired several months prior, I was told in a letter from NAC dated March 13, 2012 that "This contract expired based on time. Cancellations cannot be processed on an expired contract." I will make sure everyone I know is warned about NAC practices in the future, since it appears their goal is to mislead customers in order to make a profit.

Desired Settlement: I am seeking the amount I payed for this policy since I never used it: $1000

Business Response: Thank you for your submittal dated April 6, 2012. In reviewing Mr. ******'s complaint, it appears his information may have come from whomever Mr. ****** obtained financing from, which was ******** Federal Credit Union. Ms,********, unfortunately, NAC has no control over this type of situation. Ms.********, I would caution Mr. ****** about making statements about how NAC has in any way mislead him. When, in fact, we did not. Unfortunately, Mr, ******'s agreement has expired. Therefore, no refund exists. NAC appreciates your agency's time and understanding in this matter.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.) I understand it was ****************'s employee that misinformed me concerning NAC procedures. The situation has been resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/10/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Customer service put words in my mouth. I bought a used car. Started hearing clicking and took it to the mechanics. The wheel barrings are not ok and need to be repaired. It is a covered item in the contract I bought on 03/19/2012. I took it to the mechanics on 03/23/2012. They are refusing to make the repair. This problem did not exist when I purchased the car or he contract. Something went wrong and now they are trying to say it was pre-existing so they wont pay.

Desired Settlement: I want the car repaired becasue I purchased the warrenty on 03/19/2012 and from that day forward my car is covered. I also want an appology from the customer service agent who twisted my words.

Business Response: Dear Ms. *******, Thank you for your submittal dated March 26, 2012. In reviewing Ms. ******' claim of March 23, 2012, with the mileage of 122,625 and sale date of the vehicle service agreement being March 19, 2012 with the mileage also being 122,625, Ms. *******, Ms. ******' vehicle service agreement excludes preexisting conditions and wear and tear. Unfortunately, this vehicle clearly qualifies. Ms. *******, NAC also has concerns that the failure mileage is the same as the sales mileage. Based on NAC's review, NAC has acted in accordance with the terms and conditions of Ms. ******' vehicle service agreement. NAC appreciates your agency's time and understanding in this matter. Best regards, ****** National Auto Care Corporation Senior Vice President of Claims

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/10/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Warranty repairs not being resolved. Took 2005 ************ on Friday, the 16th of March 2012, for service at ****************** on the following issues: unstable front end shimmy at high-speed, car seems to be bottoming out on normal driveway and parking lot entries, as well as floating on simple / all bumps in the road, at all speeds (my car is normally very stiff in it's handling and a smooth ride, 1 of 4 power windows works intermittently, has obvious / serious lag time compared to other three. As a result, dealer technician came to conclusions of loose / worn inner and outer tire rods, window motor failing, and front struts need to be replaced due to visable hydrolic fluid leakage and excessive age (7 years old). NAC sent out sub-contracted inspector on March 19, 2012, who drove car slowly through back parking lot of dealership and "inspected" car (rolled window up & down, pushed on front end of car to watch recover time), and his conclusion was that strut was not leaking enough to replace. (Common practice-Any fluid leakage from a strut indicates immediate need of replacement. Cracked strut is clearly effecting the car's drivability.) Another conclusion was denying replacement of inner tire rods. (Common practice - repair tire rods if any movement to avoid premature wear on all front-end componants. These loose / worn tire rods are creating extreme shimmying in front end at high speeds and is extremely scary.) Also denying replacement of clearly failing window motor, claiming window still goes up and down and claiming "maybe just needs to be lubed". The Dodge technician states the window mechanism is maintenance free and no actual method for lubing. After speaking to both ***** @ ****************** and the supervisor, ******, at National Auto Care, for the majority of March 20, 2012,the issues at hand were not resolved, both sides sticking to their conclusions. ****** from NAC was very rude through entire phone call claiming dealership is trying to rip them off and turn the customer (me) against NAC. I asked about getting a second opinion and a second inspection but ****** said there was no need because the claims weren't valid and that he trusts his inspector. I advised ****** that his inspectors reports of window motor working fine with no delays were false, and that if the inspector wasn't being honest about that, then I had no reason to believe or trust his reports for the more serious related repairs. I also advised that every concern that I had taken my car in to the dealership for, had a related repair to resolve. I explained that I bought the vehicle brand new in March of 2005, it only has 50K miles on it, and I am the only driver. I am very well aware of how the car feels / drives normally vs. now. My car is very nice, and normally drives very stiff, hugging the road. Now it bounces, floats, and shimmies all over the place, all of the time. I can no longer drive in the hills / mountains because when I do the front end feels like it's going to fall off from shaking so bad. I feel that these unresolved issues can pose serious saftey risks for myself, my little girl, and any other passenger of my car, as well as other drivers. I asked ****** if they weren't going to approve and cover the repairs and these parts did in fact fail, causing an accident, then could I hold him liable for costs etc... ****** smugly said "Ya, sure, whatever." I feel that NAC is taking advantage of fact that I am a woman and that my warranty is almost expired. If tire rods fail due to not being replaced, vehicle will lose control of steering and possibly crash. I don't understand how a NAC inspector is qualified to override Chrysler Dodge's ASE Certified Mechanic's recommendation for repairs on my vehicle. It's no surprise that ***************** no longer sells warranties for National Auto Care.

Desired Settlement: I would like the repairs to be covered as stated in the initial request. The struts, inner and outer tire rods, and the front passenger side door window motor. This extended warranty does cover all of the listed needed repairs / parts.

Business Response: Dear Ms. *******, Thank you for your submittal dated March 22, 2012. In reviewing Ms. ******'s claim of March 16, 2012, after an independent inspector's verification of failed components presented by ******, NAC authorized $409.05 worth of repairs. Unfortunately, there were items that had not required replacement, due to verification. Ms. *******, as a side note, NAC has authorized and paid a previous claim to ************ Dodge on February 24, 2011 in the amount of $753.90. Ms. *******, based on NAC's review, NAC has provided coverage and declined coverage Fer; the terms and conditions of Ms. ******'s vehicle service agreement, NAC appreciates your agency's time and understanding in this matter. Best regards, ********* ****** National Auto Care Corporation Senior Vice President of Claims

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: NAC failed to refund warranty premium as promised. Won't answer email requests. Runaround on phone when speaking with company Administrator. NAC Agreement RXXXXXXX. Vin 1FTSW21P65EDXXXXX. 2005 FORD F-250 Super-duty. Extended warranty with Pinnacle coverage. Purchased July 30,2011 for $1,769.00 by credit card. 36 month 50,000 mile $100 deductible. Should have expired on July 30,2014 or 111,124 miles. Issuing dealership was ************ LIMITED LTD 1824***************************** IL XXXXX. Never used warranty whatsoever. NAC voided warranty and said vehicle was modified. Vehicle same as the day I purchased. Took to dealer to attempt to use warranty for windshield wiper motor, 4x4 problems, bad wheel bearings and bad motor train components. NAC cancelled my warranty and voided. I had to pay out of pocket. Spoke to Administrator from NAC on 02/07/2012 stated check in mail receive 10 business days. Never received check refund. NAC fails to respond to any follow up emails requesting payment status or explanations. Tired of getting the runaround after almost a month. I paid for services that were never rendered. NAC voided my legal warranty that I purchased in good faith for $1,769.00 and since it never paid anything and they canceled the policy, I am due full refund of premium as Administrator stated but never received refund check nor response from emails sent to them by me.

Desired Settlement: Full refund of warranty premium in the amount of $1,769.00 for monies paid to them by me in full by next week.

Business Response: Mr. ****** forwarded this to me to research for you. I found Mr. ******'s contract in our system, RXXXXXXX. The contract was originally cancelled for unapproved, non-manufacturer modifications - suspension lift, straight exhaust (no catalytic converters or mufflers) at 43% based on the mileage that was submitted on the cancellation form, 89,594. On 3/8/2012 Contract holders mother called and stated that the mileage reported to us was incorrect. We advised that the contract holder should get an odometer statement and fax it in to correct the mileage. On 3/9/2012 We received a fax from contract holder showing the mileage as 84,005. Cancellation was revised to 57%. Additional funds were requested to be sent to the dealer in the amount of $150.59. The dealer will need to refigure his portion of the refund and include this in the amount that is refunded to the customer. There are no notes that the contract holder actually called in and spoke with anyone at anytime regarding his refund or anything else. If you have any questions, please let me know.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/16/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought the dodge truck on X-XX-XXXX told the them the car lot i will be back to get the extended warranty in a week or so went back 12 days later paid over 600.00 for warranty then two days later the transmision broke called the car lot they said take it to a shop. 4 days or so later they (nac) said it was pre exsiting an said they would not cover it. excellent choice auto sales the car lot called them over and over they still wont fix my truck.

Desired Settlement: I want them to fix my truck

Business Response: Thank you for your submittal dated February 22, 2012. In reviewing Mr. ******'s claim of February 6, 2012, it appears a denial of coverage was based on a pre-existing condition. Considering the vehicle was purchased on February 3, 2012, with a mileage of 153,020, Ms. *******, Mr. ****** indicates that he experienced a transmission problem the second day of ownership. Unfortunately, NAC, based on the terms and conditions of Mr. ******'s agreement, declined coverage. NAC appreciates your agency's time and understanding in this matter. Best regards, ********. ****** National Auto Care Corp Senior Vice President of Claims"

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/16/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I took my vehicle to **************** to have several issues on my vehicle addressed. First, the check engine light was on; Second, I am having electrical issues with the windows and locks. When the service department identified the issues, they found a few additional problems. All issues discovered fell under the coverage part of the "contract". They called the warranty (NCA) company for approval. The NCA sent a representative down to assess the issues and denied the entire claim and will NOT pay for any of the issues, stating they were caused by an outside source. I paid a great deal extra for the warranty, have only used it once in four years and the one time I really need it, they deny it because they don't want to pay for it. I bought a warranty for a reason and expect them to follow through with their portion of the contract. They have failed to do so. Its shame how some businesses conduct themselves? I will NOT EVER purchase another extended warranty from this company and make sure everyone I know is aware of the type of business NCA conducts.

Desired Settlement: Vehicle fixed

Business Response: Please have Mr. ****** provide his agreement number or the last seven of his Vin # . Thank you

Consumer Response: ************XXXXX. That is the full VIN for the Explorer. We have since traded in that vehicle mostly because of the faulty extended warranty.

Business Response: COMPANY RESPONDED: ''In reviewing Mr. ******' claim of January 18, 2012, it appears NAC declined coverage due to physical damage, which is exclusion in Mr. ******' agreement. Ms. *******, as a side note, NAC has authorized two previous claims in the amount of $675.68, utilizing the same terms and conditions within Mr. ******' agreement''.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/16/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a car from (****) Mitsubishi on 4/11/12. I paid for an additional warranty from National Auto Care. The proof of my payment is on proof of payment from my car. National Auto Care is claiming that the warranty was never paid for. Instead of going after (****) Mitsubishi for the money that was owed, they denied my warranty. (****) Mitsubishi has since closed. National Auto Care is failing to take responsibility for the warranty, even though I have already paid for it.

Desired Settlement: I would like the warranty that I paid for when I purchased my car.

Business Response: Thank you for your submittal dated February 23, 2012. In reviewing Ms. ******'s file, it appears NAC was never funded for the agreement by (****) Mitsubishi. NAC suggests Ms. ****** contact the owner of Grand Mitsubishi to discuss this matter. NAC appreciates your agency's time and understanding in this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/13/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Today is Wed 1/25/2012 After having a claim for repair denied I called and requested to speak to a manager for a detailed reason. I was put in contact with a manager named ***** who told me that even though the part that had to be replaced contained (2) specific parts that are covered under my warranty they would not approve the repair because only the housing of the parts was cracked. One of the parts is built into the housing and the other can be removed. I even offered to cover the other parts not listed in my warranty but still he insisted that he could not do anything to help me. He then advised me to ask my dealership repair technician to "JB WELD the housing" for a repair. This company takes money from people and claims to provide (Peace of Mind) from costly repairs and then refuses claims on covered parts or recommends partial and unsafe repairs. I am astounded that this company is allowed to make false claims of providing a comprehensive warranty and great customer service only to disregard peoples safety by suggesting poor repairs be done to parts that they refuse to cover. My part is the Heater Box for a 2007 ************* it houses both the Heater Core and Blower Motor which are covered by my warranty. My agreement # is XXXXXXX

Desired Settlement: I want this company to cover the piece that is broken which houses 2 covered parts under my warranty.

Business Response: Business states: Thank you for your submittal dated January 25, 2012. In reviewing Mr. ******'s claim of January 21, 2012, NAC, unfortunately, declined coverage due to a non-listed part failing. This was confirmed by NAC assigning an independent inspector to confirm the failure presented and the cause of failure. Ms. *******, based on Mr. ******'s vehicle service agreement and the independent inspector's report, NAC has acted in accordance of said agreement. NAC suggests Mr. ****** review his agreement for listed components. NAC appreciates your agency's time and understanding in this matter.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) I do not accetpt this response because this is just another company getting away with dishonest practices. If they would have looked at my complaint I was not mad at the fact they denied the claim. I was mortified that one of their supervisors told me to ask the dealership to perform a cheap and unsafe fix. I can not believe that anyone would knowingly tell a person to do something that might put their life or family's life at risk. Much less a company that claims to give people "Peace of Mind" and "Great Customer Service". This just proves that once they have your money they forget that you are a person and never care about your safety either before or after you sign on the dotted line. "Do unto other as you would have done unto you"

Business Response: COMPANY RESPONDED: ''Thank you for your submittal dated February 21, 2012. Ms. ******, unfortunately, NAC's position and basis for denial remains the same. This is based on the facts presented and Mr. ******'s agreement''.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/23/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I called (****) leasing about buying my (****) and they told me that National Auto Care would also provide a "bumper to bumper" warranty as a part of the purchase. Over the holidays, my 8-year old tried to close the back door to the truch, and the handle fell off completely. He also started to complain that the speaker on his door "sounded funny". When I called NAC this morning, I was given the run around: first told to "call a garage to see if they were willing to call" NAC. I did, and the garage said they would do the repairs if NAC would pay for the service. I called to be sure that they would, and the next NAC representative said my plan only covers "mechanical and electrical" failures. When I explained that the speaker was "electrical", he said speakers were not covered under "electrical" problems. When I asked about the "bumper to bumper" promise, the rep was then very nonchalant. I feel like I've been lied to by (****) and National Auto Care in order to sell policies that they have no plan to honor.

Desired Settlement: I would like for National Auto Care to honor the plan I purchased from them and repair my car door--the handle and the speaker. I'm not asking for anything extra--only for them to actually honor the "bumper to bumper" coverage they promised. All of this was handled by phone, but I have a service agreement and a "paper" service card from them. The first NAC representative knew that I had this coverage and he also knew that they had no intention of honoring it. I feel cheated and I would like for them to pay for the repairs.

Business Response: ''In reviewing Ms. Duffey's agreement, it appears NAC has declined coverage per the terms and conditions of said agreement. Unfortunately, NAC does not sell a bumper-to-bumper agreement, as Ms. (****) believes she purchased. NAC suggests she review her agreement. NAC believes this will provide confirmation of NAC's decision''.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/23/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company refused to repair my vehicle,they claim it is my fault part had a lack of fluid in it. On October 31 I brought my 2004 GMC Envoy Vin#(****) to (****).I was told the front differential was no good.NAC inspected my vehicle and denied my claim due to lack of fluid.My vehicle was in for maintance in June were they changed belts,wiper blades,transmission,brake and steering fluids.Differential fluids were good.On October 6 the vehicle was in shop for N.Y.State inspection no leaks were seen,performed oil change and filter and replaced front brakes.I am the orginal owner of this vehicle and maintain it on a regular basis.After being denied by NAC I had vehicle repaired which cost me 1,111.95.My NAC agreement number is (****).After my repair shop informed me Nac denied my claim I called their customer service and left a message several times but no one called me back.I tried once more and finally spoke to a representive I informed him the vehicle was in the shop 3 weeks ago and no problems were seen.I asked if they expected customers to climb under their vehicles and check fluids weekly since the differential has no dipstick or sensor to let you know it is low.The representive named (****) really did not seem to care,I guess that is why he never returned my previous calls.

Desired Settlement: NAC claims damage was my fault do to lack of fluid,I feel there is no way anyone can constatly monitor the fluid in the differential without climbing under vehicle weekly.I don't feel I neglected to maintain vehicle,it was in for NYS inspection 3 weeks prior,seems like it was just a freak thing because NAC inspector did not find any leaks either.I feel NAC should the very least pay half of the 1,111.95 I paid for the repair.

Business Response: "In reviewing Mr. (****)'s claim of November 11, 2011, it appears, based on an independent inspection and (****)signing and agreeing that Mr. (****)'s failure was due to lack of lubrication. Upon inspection, only 1/2 ounce of fluid was noted upon draining. The required amount should have been 1.7 pints. Based on the facts and the terms and conditions of Mr. (****)'s agreement, NAC declined coverage."

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.) I never received any response from National Auto Care on my email,not surprised they did not return my calls to their customer service department either.I found their response on the BBB website.They have denied my claim for my blown front differential because they say it was low on fluid.This vehicle is serviced on a regular basis and a N.Y.State inspection was performed two weeks prior to failure with no fluids leaking under the 2004 GMC Envoy.Without a dipstick or any kind of warning lite NAC expects it's customers to climb under their vehicles on weekly basis to check fluid levels and for leaks which they do not cover either.This company has not made any attempt to compromise this claim.I was willing to settle for half of the repairs.Buyer Beware,I would not recomend this company to anyone looking to purchase a extended warranty.Stick to the vehicles maker warranty,may cost a little extra but you will have peace of mind and not an excuse every time you submit a claim.

Business Response: Company responded...... ''Unfortunately NAC's position has not changed, base don the facts presented. Mr. (****)'s agreement clearly states that lack of lube or insufficient fluid is excluded from coverage. Ms. (****), as a side note, NAC has authorized and paid for four previous claims in the amount of $1,701.54, using the same terms and conditions. Ms. (****), NAC understands Mr. (****)'s position. Unfortunately, NAC is unable to assist on this non-covered failure''.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/30/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The first customer service representative refused to provide assurance my future needs/concerns would be met. My formal complaint was not answered. To Whom It May Concern: I am writing to present a formal complaint, which is the result of poor customer service in my recent warranty claim with National Auto Care Corporation (NAC). I have an agreement number (****) which should include notes of several points I will mention. I believe each of my calls to this company were forward to the Westerville, Ohio center but I am not certain of that detail. I left a voice mail for a NAC supervisor on 10/11/2011 after the initial encounter with the customer service representative on 10/11/2011; I have not heard from anyone representing their company since that time. I purchased a warranty for my Mercedes ML350 about a year and a half ago. One of the main reasons I purchased this warranty is to insure against the cost of excessive repairs, such as transmission failure. Since then, I have encountered an intermittent problem where my transmission fails during driving and will not shift above first gear. I took my vehicle to the (****) dealership in (****) where this problem was identified and diagnosed with an electronic code. The (****) Service Manager states the NAC adjuster visited the dealer's location, verified the code, and asked the dealer to clear this code. He then told the maintenance supervisor he would not authorize repair until the car was showing evidence of the transmission failure while he (the adjuster) was on site. I contacted a NAC customer service representative 10/11/2011 to verify these details. As a consumer, I was concerned my car was not being repaired despite the evidence the problem currently existed. The customer service representative initially took the approach to tell me "we" cannot pay for a repair until there is proof the problem exists. When I questioned him about the code, he changed his tone and began to blame the NAC adjuster: saying it was up to the adjuster to examine all findings and make a decision for payment. The NAC customer service representative went on to say he could not make any comments since he was not an adjuster himself. Essentially, he told me the problem would have to occur again and I would have to repeat the process of taking my car to the dealership; only to see if the coverage may or may not be honored after that occurrence. He seemed to be getting more hostile at that time, and he refused to provide any reassurance of repair or coverage. I told the representative that I obviously had to accept that as the terms, but I am concerned as I am a single woman driving on the interstate most of the day- which is a likely opportunity this problem will occur again. In response, the NAC representative said "look, I don't just have $2000 to spend on a problem that may not still be there." I commented back that "I don't either, which is why I have a warranty." At this time, the representative said he refused to continue a conversation with me. I insisted he transfer me to file a complaint with a manager. I left my first complaint at that time on a voice mail system (I have not received a response since that time). I would like to note the customer service representative did a poor job of representing NAC; he attempted to handle this situation by blaming others, made references as if this was his personal money, and never apologized for any of these instances that have occurred. I made other calls to NAC to continue to try to resolve the problem. The second customer service agent was more polite, but was not able to rectify the problem with payment or repair. I picked up my vehicle the next day and paid a $136.04 fee when there was absolutely no repair. I am concerned about my safety and the conflicting statements I have received all around. Most of the world is employed in a customer-service environment. I feel this customer service representative has done a very poor job of managing a valid concern. I also question the likelihood my future needs will be addressed by this company.

Desired Settlement: I would like to have my car repaired for the problem that was diagnosed. I would also like a refund for the $136.04 bill I had to pay in this process.

Business Response: BBB Summary: Business states: "In reviewing Ms. (****)'s claim of October 6, 2011, it appears NAC was not provided a failure upon inspecting said vehicle. This was confirmed by (****) with (****), signing and agreeing with the independent inspector that codes would have to be cleared and the vehicle road-tested so to provide a failure. As of this date, NAC has not been informed of further issues." The complete response is available online via the link provided.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/30/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a extened warranty on a used car.5 days later the engine blew up. NAC says my maintinence was lacking and the previous owner is to blame. I paid $496 for the warranty and they will not honor it.

Desired Settlement: I would like there warranty contract honored/approved so I may get my car fixed.

Business Response: Thank you for your submittal dated December 13, 2011. In reviewing Mr.(****)'s claim of November 28, 2011, it appears denial of coverage was due to lack of lubrication, due to sludge build-up in the engine. In addition, the cooling system was empty. Ms. (****), , this is confirmed by an independent inspector and (****), with (****) Ford. Ms. (****), , Mr. (****), was informed of this on December 13, 2011, at which time he requested to cancel his agreement. Mr. (****) was given the cancellation procedure as requested. Ms. (****), based on the facts and NAC's review, it appears NAC has acted in accordance with the terms and conditions of Mr. (****)'s vehicle service agreement. NAC appreciates your agency's time and understanding in this matter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/19/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Should have my refund by now. They received it on 10/24/11 and was told I would have refund no later than 10 business day. It's 11/12/11 no refund yet. They received my. Cancellation on my warranty on my car on October 24 of 2011. When I talked to one of the representatives I was informed that I would receive my refund no later than ten business days of my cancellation date. It's November 12 of 2012 and still have no refund yet or call for explanation of the delay either.

Desired Settlement: My refund

Business Response: This is in response to Case # (****) This contract was purchased through the customer's credit union. When the contract was cancelled by National Auto Care on 10/24/2011, the dealer cost was returned to the credit union, (****). I have followed up with the credit union and the customer refund was deposited into his account on 11/15/2011. If you have any further questions about this, please let me know. Sincerely, (****) Operations Manager National Auto Care 575 Westar Crossing Westerville, Ohio 43082 Phone 800-(****) Fax 614-(****)(****)@nacsolution.com

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/16/2011 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Haven't gotten any responce to my request of cancelation or refund, after two tries! Due to the fact that when I tried to use my policy and nothing was covered, I wish to cancel my coverage with NAC. I attempted to contact the company via their web site and after two tries I've had no response.

Desired Settlement: full refund of my policy.

Business Response: Thank you for your submittal dated November 29, 2011. You are correct in that NAC was not notified of Mr. (****)'s complaint until now. In reviewing this matter, NAC has no record or request from Mr. (****) to cancel his agreement. However, if Mr. (****) believes this form of resolution is just, he can return to his selling dealer and fill out the necessary cancellation request form." The complete response is available online via the link provided.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/13/2011 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The warranty company said that fuel cutoff valve is not covered under my warranty. The brochure I was given states which items specifically are not covered under the warranty and this is not one of those items. 2008 Infiniti G37 was purchased in March of 2011 with a 4 year 50,000 mile extended warranty. The vehicle was taken in for service on 10-28-11 and I had to pay the full cost of the repairs as the warranty company declined payment for this repair. The cost of the repair was $180 labor and $18.10 in parts. This was paid for by credit card. The sales representatives name is (****)at (****) and can be reached at (****). I did e-mail the warranty company first and received no response to my complaint.

Desired Settlement: Seeking reimbursement for the out of pocket expense for the repairs that are covered.

Business Response: The business states that they never received notification of a possible failure to Mr. (****)'s vehicle. The business states that their records indicate only that Mr. (****) contacted them on 3/7/11 and NAC provided claim procedures. The business states that they believe Mr. (****) authorized and paid for repairs without prior authorization from NAC, and unfortunately Mr. is no(****)w denied coverage based on those actions. The complete response is available online via the link provided.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/8/2011 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: This company is not honoring the terms of my warranty agreement with an authorized Dealer and Servicer of my car- Land Rover. Not honoring the terms of the warranty

Desired Settlement: i would like to have my warranty honored or be refunded in order to purchase a warranty that WILL for a cheaper cost

Business Response: BBB summary of company's response: ''In reviewing (****)'s claim of October 19, 2011, it appears (****)'s first choice of a repair facility was unwilling to cooperate in diagnosing a possible failure. As of October 24, 2011, (****) has removed his vehicle from (****) Motors and will have a new repair facility contact NAC once a diagnosis is made. Once NAC has confirmed a failure and coverage, NAC will provide additional information in resolving this matter. '' Complete response available online thru the link noted in the attached letter.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/8/2011 Guarantee/Warranty Issues
10/24/2011 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My repairman diagnosed a cracked head on my vehicle which is covered by the warranty, but they are refusing to pay. My authorized Ford mechanic has diagnosed a cracked head on my vehicle. The warranty claims adjuster said it won't be covered because the truck has tires that are not factory size.

Desired Settlement: I would like a refund of the full purchase price of the warranty; not the prorated portion they offered.

Business Response: Thank you for your submittal dated October 4, 2011. In reviewing the claim of September 21, 2011, she had her vehicle inspected by an independent inspector. After a discussion with her husband, he indicated he modified the vehicle with a lift kit and over-sized tires. NAC explained that, due to the modification, per the terms and conditions of his agreement, NAC would have to cancel his agreement. During this conversation, he informed NAC that he authorized the repair facility to repair his vehicle. In addition, NAC was also informed that additional modifications were being made. At that time he agreed to the cancellation of his agreement.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/20/2011 Guarantee/Warranty Issues
10/3/2011 Guarantee/Warranty Issues
9/20/2011 Guarantee/Warranty Issues
8/8/2011 Guarantee/Warranty Issues
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