Business ProfileforNational Auto Division, LLC

On December 7, 2016 BBB reached out to National Auto Division regarding a pattern of complaints filed against the business.

BBB received claims from consumers stating that warranties were sold to elderly parents, some with dementia or Alzheimer’s, some who had never driven or owned a vehicle, some who were already covered under a full auto warranty. There were claims of bullying and harassment. Consumers reported receiving multiple, repeated calls after asking to be removed from the call list. There have been reports of hang-ups, yelling, aggressive, abusive, rude behavior.

National Auto Division advised BBB of the following.

“We take these issues and our reputation very seriously and continuously work to make our organization and its employees better.

We work diligently to rectify every situation that is brought to us by the Better Business Bureau.  Each year, we service tens of thousands of customers and a lot of money is paid out in claims to each of our consumers.  Sadly, from time to time, we seem to upset some folks.

First thing we do is anytime we have an issue, we have a very good track record of fixing it.  Our motto is the customer is always correct.  In regards to enrolling consumers that are elderly and/or have dementia, we have a third party verification system to ensure each customer understands.  If they do not, the transaction is stopped immediately.  Many of the complaints we receive in regards to elderly customers have already been cancelled and stopped the same day, well before we received the complaint. 

We have a monitoring department in charge of spot checking telephone sales representatives in regards to rude or misleading behavior.  If they are caught stating their coverage is up, or being rude to a customer, they at most have a 1 strike rule, and they are terminated.   If they are found to not take a customer off our dialing list when requested, they are terminated for that.

We really apologize for this, and no matter our large organizational size, or the millions of potential consumers we speak to yearly, one issue is unacceptable to us and we always try to go above and beyond to fix any issue.  Each year, we review any complaints, and categorize them.  Our goal each year is to reduce them, and do better the next, and we look forward to showing that to the Better Business Bureau  in 2017.”

Although National Auto Division responded to BBB’s inquiry, BBB does not find the response sufficient to address an underlying cause of the complaints.

Ariel Freud is the president of Warranty Warehouse and Metro Marketing. Separate BBB Profiles on those businesses are available at:

https://www.bbb.org/us/nj/howell/profile/auto-warranty-processing/warranty-warehousecom-0221-11006579

https://www.bbb.org/us/nj/howell/profile/marketing-programs/metro-marketing-inc-0221-11001542