Complaints

This profile includes complaints for National Automotive Experts/ NAE/NWAN ( A Portfolio Company)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  National Automotive Experts/ NAE/NWAN ( A Portfolio Company)

  8370 Dow Cir #100 Strongsville, OH 44136-1778

  
• 

  National Automotive Experts/ NAE/NWAN ( A Portfolio Company)

  PO Box 30308 Cleveland, OH 44130

  
• 

  National Automotive Experts/ NAE/NWAN ( A Portfolio Company)

  14955 W Sprague Rd STE 200 Strongsville, OH 44136-1799

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2023 I bought a ********* ******* from ****. I got a warranty that was provided by NWAN of power train coverage. Within 9 months my car was already broken down and the engine went bad. I had done 3 oil changes in a year and NWAN wanted proof of that. I quickly provided proof by my mechanic and it wasn’t enough each time. They did a run around on why they would pay for a new engine for about a month. Eventually I also provided them with bank statements as well. I had been paying them for this warranty and wanted them to honor the agreement. An employee named collin told ford “ we are going to also get rid of his warranty” after I sent clear proof my bank statements. I had to call them my selves and raise hell to get what I needed. Im happy they the employee bill actually helped me out. I wait a few more weeks for an engine to find out that they tried to spray paint the new engine blocks crack and proceed to give me another crap engine. I’ve made 2 to 3 car payments with no car and now might have to wait another month or so for an engine with no time of when this could be done.

  

  Business Response

  Date: 03/13/2024

  January 31, 2024
  Customer: ***** ****** *****
  Portfolio Agreement #: *************
  This letter is in response to your Better Business Bureau Complaint # ********
  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand
  it can be disappointing when coverage is not extended to meet your satisfaction. Benefits are as listed on the
  contract, and claims are reviewed in accordance with the contract. A warranty claim was started with our
  supplier and another engine has been shipped. The estimated delivery date is 2/6/2024. Unfortunately, we are
  unable to expedite the arrival of the replacement engine any sooner.
  Regards,
  ***** ****
  Mechanical Claims Supervisor

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was defrauded into paying for this extended service contract. Now I have tried to use the warranty and this company has refused to honor the contract. The first time I took my truck in to get repaired I was told this warranty company wanted the mechanic to honor lifetime labor causing the refusal to complete the repair. I took my truck to the crooks at demotrond Mazda where I bought the truck and told them to fix it under my warranty. They claimed the repairs would not be done because it was an aftermarket part. The parts were on the truck when I bought it from demotrond and secondly, the parts are not aftermarket because they were installed originally by ****** Motor Company, therefore making it an original part. I want them to repair the sidesteps as required under my contract.

  

  Business Response

  Date: 01/15/2024

  Please see attached.

  

  Business Response

  Date: 02/14/2024

  January 15, 2024

  
  Customer: **** ***** ****
  Portfolio Agreement #: ************

  
  This letter is in response to your Better Business Bureau Complaint # *********

  
  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We
  understand it can be disappointing when coverage is not extended to meet your satisfaction. Benefits
  are as listed on the contract, and claims are reviewed in accordance with the contract. Unfortunately,
  we are unable to cover your missing Antenna and After Market Running Boards because your Extreme
  Supreme Unlimited Service Contract specifically excludes these items. Under the “What Your Service
  Contract Does Not Cover” Section you will find that “the failure or loosening of any nuts, fasteners or
  bolts” and “NON-Factory installed and NON-OEM systems” are not covered. We are unable to change
  the terms of the contract and cannot make any exceptions to reimburse you for your claim or reinstate
  the contract.

  
  Regards,

  
  ***** ****
  Mechanical Claims Supervisor

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a travel trailer (***** ******* ******* **** **) from ***** ******** ** *GARV) in Hammond, Louisiana in June of 2021. A major deciding factor was a “forever warranty” that came with the purchase of the travel trailer. Requirements for the warranty include an annual service inspection. I brought my travel trailer into GARV in Hammond in April of 2022 for my first annual inspection. The inspection was completed (but I learned recently that GARV failed to send the required documentation to the Warranty Provider (NWAN) even after I followed up). In May of 2023, I brought my travel trailer to GARV in Hammond for the second annual Inspection. The inspection was completed and the documentation was sent to NWAN. Subsequently, I received an email from NWAN telling me the paperwork for my 2021 inspection was not on file; I contacted GARV and they advised me that they have a record of the inspection for April of 2022 but it appeared they did not send it to NWAN as they told me via text. They further advised me that they would seek to work out the details with NWAN to get the Forever Warranty restored. Shortly after that, in June of 2023 I was notified by GARV that my Forever Warranty had been rescinded by NWAN despite their efforts to get it reinstated. I was told that this was NWAN’s final position.

  

  Business Response

  Date: 07/31/2023

  June 23, 2023
  BBB Complaint ID#: ********
  Customer: ****** * *****
  Contract #* ************
  This letter is in response to complaint number *********
  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand
  it can be disappointing when coverage is not extended to meet your satisfaction. The Warranty Forever Service
  Contract was provided to you by your selling dealership at No Charge.
  Benefits are as listed on the contract, and eligibility is reviewed in accordance with the contract. Your contract
  outlines the following Maintenance Requirements:
  IMPORTANT NOTICE TO THE CUSTOMER
  YOU must have the annual maintenance performed on your UNIT as outlined in the General Provisions section of this SERVICE
  CONTRACT in order for this SERVICE CONTRACT to remain valid. YOU are required to deliver a coupon from YOUR SERVICE
  CONTRACT booklet provided to YOU at the time the UNIT was purchased, accompanied by the receipt and work order for the
  maintenance performed to the ADMINISTRATOR to remain eligible for coverage. Maintenance receipts must be delivered to the
  ADMINISTRATOR within 30 days of the anniversary date of the AGREEMENT DATE each year. Failure to do so will void this
  SERVICE CONTRACT.
  We unfortunately did not receive the 2022 invoice therefore the contract is no longer active. We send
  confirmation emails upon receipt of all invoices and/or records.
  Based on our review of the information that has been supplied, our position in this matter has not changed.
  However, should any additional information become available that may alter this position, we would welcome
  its submission for our review.
  Should you have any additional questions, please contact us at 800-810-8458 or email any additional
  information to [email protected].
  Thanks,
  ****** ******
  Maintenance Pre-Notification Manager

• Initial Complaint

  Date:02/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ***** ** in August 2019 that came with lifetime warranty as long as annual maintenance inspection was done and proof submitted to NWAN. I faithfully did this. In each case I submitted paperwork.as required but in 2021 I had mailed my info and somehow they only noted the coupon not the work sheet so they cancelled, then reinstated the warranty. I sent all of the 202 warranty documents at the same time I resent 2021 forms (one day later) and now in February 2023 I was again told they didn’t receive my scanned documents even though I was able to provide them with a picture of the documents from DocUScan that included the date that it was scanned and exported to email, and that date coincides with the dates that they received other documents. Now they refuse to reinstate my warranty. When a customer can prove they did the work and scanned the inspections and filled out the forms and they reject it there’s a problem. As a customer I have no control over how they handle my documents. They never informed me in an any manner that they did not have my necessary paperwork and did not give me any opportunity to rectify the situation. How am I to know they didn’t log it? This appears to be a scam. I can’t be the only person this is happening to. They maintain that just because I scanned the Inspection and exported it to email doesn’t mean I emailed it to them. Perhaps emailed to a friend for some interesting reading instead of to the warranty company? Scam.

  

  Business Response

  Date: 03/07/2023

  Please see our attached response. 

  

  Business Response

  Date: 04/19/2023

  March 7, 2023

  
  BBB Complaint ID#: ********
  Customer: ***** *** *******
  Contract #* ************

  This letter is in response to complaint number ********.

  
  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand
  it can be disappointing when coverage is not extended to meet your satisfaction. The Warranty Forever Service
  Contract was provided to you by your selling dealership at No Charge.

  
  Benefits are as listed on the contract, and eligibility is reviewed in accordance with the contract. Your contract
  outlines the following Maintenance Requirements:

  
  IMPORTANT NOTICE TO THE CUSTOMER

  
  YOU must have the annual maintenance performed on your UNIT as outlined in the General Provisions section of this SERVICE
  CONTRACT in order for this SERVICE CONTRACT to remain valid. YOU are required to deliver a coupon from YOUR SERVICE
  CONTRACT booklet provided to YOU at the time the UNIT was purchased, accompanied by the receipt and work order for the
  maintenance performed to the ADMINISTRATOR to remain eligible for coverage. Maintenance receipts must be delivered to the
  ADMINISTRATOR within 30 days of the anniversary date of the AGREEMENT DATE each year. Failure to do so will void this
  SERVICE CONTRACT.

  
  We unfortunately did not receive the 2022 invoice therefor the contract is no longer active. We send
  confirmation emails upon receipt of all invoices and/or records.

  
  Based on our review of the information that has been supplied, our position in this matter has not changed.
  However, should any additional information become available that may alter this position, we would welcome
  its submission for our review.

  
  Should you have any additional questions, please contact us at 800-810-8458 or email any additional
  information to [email protected].

  
  Thanks,

  
  ****** ******
  Maintenance Pre-Notification Manager

• Initial Complaint

  Date:12/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I simply purchased my vehicle in 2015. My 2008 ******** 300 came with a warranty called "Warranty Forever." A warranty that last as long as you own the vehicle. On December 16, 2022, my vehicle shuts down while I'm driving. I got my car towed to the dealership where I purchased it that same day. The repair facility determined that my car needed a new engine, which is covered in my warranty. The repair facility filed the claim on December 20, 2022. My claim was denied several days later. I was informed by NWAN or warranty forever that my claim was denied due to gaps in my service. My entire service record from the repair facility was submitted to the warranty company along with my entire carfax report. I've followed every maintenance requirements and serviced my vehicle throughout the life of my ownership. I've never missed an oil change. They've taken money from me for this warranty but in return deny my claim for repair.

  

  Business Response

  Date: 01/10/2023

  Please see our attached response. 

  

  Business Response

  Date: 01/11/2023

  Hi ******, the Warranty Forever contract was offered to you at no charge by the selling dealership. A copy of the contract which includes the coverage terms and conditions were provided as well. Attached is a blank copy of the contract for your reference. Please call us should have any additional questions. 

  Customer Answer

  Date: 01/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  
  

  The Business states that there was no cost to me. However, the Business was still paid during or after the purchase of my vehicle. The Business was paid for the deal, in which the business gladly accepted. As I informed the business prior to my initial complaint with the BBB, I have never seen a copy of this contract. Not during the time of the sale in 2015 or any time after that, until late December 2022 when the Business denied my first and only claim in 7 years. My warranty have been active up until I filed a claim for repair. I was never informed of any details of this contract. The selling dealership dosen't have a signed copy of this Warranty. I was only informed by the selling dealership that I had a warranty and your covered as long as you own the vehicle. I've followed all my maintenance requirements and serviced my vehicle when it was necessary. I'm glad the dealership had the majority of my service records available. I can only imagine if the dealership didn't have no service records due to a glitch in their system! 

  
  

   I will accept a full repair to my vehicle paid directly to the selling dealership or funds sent directly to me to fix my vehicle elsewhere.
  
  Regards,
  
  ****** ******
  
  
  
  
   

• Initial Complaint

  Date:12/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we bought a car at ******* *** ** ********* ** ** ********* the financial staff who prepared the paperwork and the finance for us strongly recommended another extended type of maintenance to us, so we bought it with the car. I will attach the paperwork of the maintenance information which is a third party company instead of *** and our car purchase contract for your information. We did four times of regular checkups with *** while residing in Columbus, OH, including some manufacture recalls, but did not use this layer of maintenance at all. Here is a record of our regular maintenance at ******* *** in Columbus, OH: Date Service Advisor Mileage Invoice Total 9/10/2021 ****** **** 11,808 $0.00 4/23/2021 ****** **** 9,162 $0.00 10/27/2020 ASH PICKERING 7,240 $42.99 8/26/2020 JEROD LUMPKIN 5,774 $0.00 Then we relocated to Tennessee in Jan 2022, and wanted to use this maintenance, but was told by them over phone that this service/maintenance cannot be transferred. This happened in Aug 2022. I reached out to ******* *** in Columbus, OH and asked for a refund. The manager and one of the accountants helped me. I will attach the email conversations with them and a signed form that was asked by them. I thought I would receive a refund, but later I was told this maintenance company would not refund at all. I don't understand that car maintenance could not be transferred or refunded upon cancellation. So at this point, I would like to ask help from BBB that they should continue the service or refund the customer. I was not told once relocating, the service is terminated.

  

  Business Response

  Date: 01/10/2023

  I am writing in response to the BBB complaint #******** regarding the cancellation of your service contract for
  the VIN referenced above. On November 9, 2022, NAE/NWAN a Portfolio company received the request to
  cancel your Vehicle Pre-Paid Maintenance Service Agreement for your 2020 *** ****. The cancellation of your
  agreement was processed on November 9, 2022, using the effective date requested of August 18,2022. A
  cancellation refund check was mailed to the selling dealership, ******* ***, on November 11, 2022. The check
  was received by the dealership on November 21, 2022. As per our cancellation policy, it is the selling
  dealership’s responsibility to issue the cancellation refund to the vehicle owner. Please contact Capital *** at
  your earliest convenience for the refund due to you of $20.63. NAE/NWAN sincerely apologizes for any
  inconvenience.

  If we may be of further assistance, do not hesitate to contact us.
  Thank you and have a wonderful day!

  ***** *****
  Contract Administration Manager

  Customer Answer

  Date: 01/11/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  Thank you for tackling with the merchant on behalf of me. It seems they did respond to my cancellation request and sent a check to the dealer. What I don't understand is the amount of the refund. I have attached the maintenance record in this mail, and I would like to ask them to itemize how the refund is calculated. If there is a contract agreement that shows relevant cancellation policy, that would also be useful.
  

  
  

  I can't remember the details in the contract, but if my memory serves, they offer 10 or 15 times of maintenance. According to the records in my *** account that I've attached, we used 2-3 times. One or two of the visits may have to be due to the manufacture's recall. What we have paid is about ~$300, and now the refund is ~$20.
  

  
  

  The cancellation request date is also unfair to us. We never know or were told this maintenance cannot be transferred if we move when we were persuaded into buying it while doing the finance. The finance person tried so hard letting us buy it.  Until we realized the car needs maintenance and called the dealer's store in Aug 2022, we were told so over the phoned. That means the cancellation date is not at our will, but were forced to find a date for it. So if you count the past years of the pre-paid serviced instead of the visits we utilized, we are being taken advantage of.
  

  
  

  What I hope to know is if they could show how the refund is calculated. 
  

  
  

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

  

  Business Response

  Date: 01/19/2023

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

  I am writing in response to the revised BBB complaint # ******** regarding your inquiry of how the cancellation
  refund is calculated and relevant contract details. Please find enclosed a copy of your original contract that
  outlines the coverage selected, purchase price of the contract and additional details on our cancellation policy. I
  have also included a copy of the cancellation overview that shows how the refund is calculated. To summarize,
  the cancellation refund is pro-rated based on the amount of time between purchase of the contract and
  cancellation date less a $50 fee. The provisions of the contract agreement outline all our transfer, cancellations,
  and redemption instructions of the maintenance benefits. I sincerely hope this additional information addresses
  your concerns and questions.

  If we may be of any further assistance, please do not hesitate to contact us.

  Thank you and have a wonderful day.

  ***** *****
  Contract Administrations Manager

• Initial Complaint

  Date:10/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I am to pay $5320.65 and **** $579.29. The story, I bought my **** ****** on March 19, 2022 and at that that time I was very happy with my purchase, as I like that style of Ford and I specifically looked for that color. The next day I noticed that there was a film on the inside bottom part of the window, and I called the dealership and asked them about it. I spoke to the salesman *** and he gave me some advice on maybe how to clean it. I asked him if maybe it was due to the previous accident and he assured me that that wasn’t so. Shortly after that, I had problems with the **** ******** ***** ***** and had to replace that at a cost of $117.83. It wasn’t too long ago after that I ended up replacing the window which cost $237.60. I also ended up having to replace the front strut mounts at a cost of $140.79, because there was a loud creaking sound from the front of the vehicle. My extended warranty from **** covered $291.58 of this repair. As if that wasn’t enough, my front right headlight went out, and I found out that the plug from the electrical harness had shorted out the headlight assembly and both needed to be replaced. That ended up costing me $775.84. My extended warranty with NWAN covered $287.71. They didn’t cover the headlight assembly even though it was damaged by the wiring harness short. I also had to replace the driver’s side headlight bulb. After that, I thought that all the repairs would be done, oh no, my driver side headlight went out again and I took it in to get it checked out. I had also had some issues with performance that I wanted them to check out. NWAN didn't cover anything, a wiring harness issue again, but the worst part was that I found out that my transmission had a crack that was it leaking from the previous accident. They had tried to JB Weld it and it didn’t work. The cost for repairs was going to be $4336.30. Nwan isn't worth it.

  Customer Answer

  Date: 11/07/2022

  Hello,

  NWAN's response letter infers that due to an accident (I didn't have), negligence, abuse, and negligent repairs, they denied my claim. I didn't cause any of this damage and bought the car not knowing that the transmission had a crack in it. I was told by the dealership about the accident, but was assured that everything was taken care of and that the car was in great shape. **** took my money knowing that there was an accident and now doesn't want to cover my cost. The world is all messed up right now, and I would be very upset to know that dealerships can sell cars with cracked transmission and that they can add insult to injury by selling you an extended warranty that won't cover your loss. I hope that the BBB can do something to prevent this from happening to someone else.

  

  Business Response

  Date: 12/05/2022

  This letter is in response to complaint number ********

  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand
  it can be disappointing when coverage is not extended to meet your satisfaction. Benefits are as listed on the
  contract, and claims are reviewed in accordance with the contract.

  - We have no record of a shop contacting us to start a claim for the evap. canister purge valve.
  - There is no coverage for glass under the agreement as glass is specifically excluded from coverage.
  - With regards the strut mount replacement, the agreement approved and paid the retail price on the
  parts and the appropriate labor. The only thing not covered was the deductible and shop supplies.
  - The agreement covered the wiring connector for the passenger headlamp but the exclusions of the
  agreement prevents coverage of the headlamp, regardless of how it failed.
  - The driver’s side headlamp bulb is not covered as headlamps and bulbs are excluded from coverage.
  - The transmission claim was correctly denied as the Repair Facility indicated that the transmission had
  physical damage that was improperly repaired with epoxy like JB Weld at some point in the vehicle’s
  past. The shop provided pictures indicating that this was an accurate description of the damage. The
  agreement specifically excludes “11. COSTS OR EXPENSES RESULTING FROM FAULTY OR NEGLIGENT
  REPAIR WORK OR FROM THE INSTALLATION OF DEFECTIVE PARTS.” As well as “13. COSTS OR EXPENSES
  IF THE VEHICLE HAS BEEN ABUSED OR NEGLECTED, OR ANY PART OF IT HAS BEEN SUBJECT TO
  ALTERATION OR ACCIDENT, OR FOR ANY ACCIDENTAL LOSS OR DAMAGE RESULTING FROM ROAD
  HAZARDS, COLLISION OR UPSET…”

  The windshield, headlamp failure and transmission damage are unfortunate, but the exclusions of the
  agreement prevent us from assisting with these repairs.

  We would be more than happy to review any additional information that you may have to support your claim.
  Please contact us at ************ or email any additional information to ****************
  Thanks,
  ***** ****
  Mechanical Claims Supervisor 

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the optional warranty coverage on the same day I purchased my used 2014 Ram Promaster 3500 van on 9/17/22. The warranty plan name is Essential Enhanced Select Plus Pre-Owned with NAE NWAN. My used vehicle had pending recalls to remedy and there was also a fuel issue so I brought the vehicle to my local Dodge Dealership. One of the engine components covered by my warranty is the fuel pump which the Dealership had to replace at the cost of $711.42. Unfortunately, the Service Manager said NAE NWAN denied the claim despite telling them the fuel pump needed to be replaced. The replacement of the fuel pump is clearly noted on the receipt which was only part of the total invoice for $2,939.31.

  

  Business Response

  Date: 11/03/2022

  This letter is in response to complaint number *********

  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand
  it can be disappointing when coverage is not extended to meet your satisfaction. Benefits are as listed on the
  contract, and claims are reviewed in accordance with the contract. Unfortunately, the fuel level sensor failed,
  and the fuel level sensor is not a listed component under the Select Plus Level of coverage. We would be more
  than happy to review any additional information that you or ******* ***** may have to support your claim.

  Please contact us at ************ or email any additional information to ****************

  Thanks,
  ***** ****
  Mechanical Claims Supervisor

  

  Business Response

  Date: 11/09/2022

  This letter is in response to complaint number 18297751.

  ****, the invoice you provided shows the fuel gauge is giving incorrect reading. The fuel pump/level unit was
  replaced. The fuel level sensor is the cause of failure not the fuel pump. Unfortunately, the fuel level sensor is
  not a listed component under the Select Plus Level of coverage. We are unable to replace the fuel pump
  assembly as the fuel pump did not fail. A sensor failed and that sensor is not a covered component. Please
  contact us at ************ or email any additional information to ****************

  Thanks,
  ***** ****
  Mechanical Claims Supervisor 

  Customer Answer

  Date: 11/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  
  

  The receipt previously provided shows the fuel pump was replaced which is a covered component under my warranty coverage.  I request full reimbursement for this repair.
  
  Regards,
  **** *********
  
  
  
  
   

• Initial Complaint

  Date:09/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is not useful when it comes to a life time warranty when I got my truck the dealer said everything was covered in my warranty but my oil changes and my tires so now that my car is down they won’t cover what needs to be fixed because I got my oil change else where and even though they told me in the beginning my oil changes are not covered I still have to call in every time someone else changes my oil so by me getting my oil changed somewhere else voided out my contract and I have to pay 3,200 out of pocket also I got four brand new tires on my truck and I asked was I suppose to report that she said no just the oil changes

  

  Business Response

  Date: 10/13/2022

  September 7, 2022

  
  BBB Complaint ID#: ********
  Customer: ******** ******
  Portfolio Agreement ** ************

  
  This letter is in response to complaint number *********

  
  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand
  it can be disappointing when coverage is not extended to meet your satisfaction. Benefits are as listed on the
  contract, and claims are reviewed in accordance with the contract. Unfortunately, the maintenance requirement
  of the contract were not met. We would be more than happy to review any additional maintenance records that
  you have. Please contact us at ************ or email any additional records to ****************

  
  Thanks,

  ***** ****
  Mechanical Claims Supervisor

• Initial Complaint

  Date:08/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My vehicle stopped on the highway just shut off and would not restart. No overheating signs shown on the car, and was towed to ****** ***** where I purchased the vehicle just Oct of 2021 with the EXTREME WRAP service contract from NAE/NWAN. The claim adjuster stated the car overheated due to a radiator cap showing melted and denied the claim. I then got on the phone with NAE/NWAN and they agreed to have another adjuster come to the dealership to look at my vehicle, all for them to state the same thing denied. I contacted the GM of the dealership who sold me the car and and he explained this is nonsense let me get on the phone with them. He came and advised all they need is to see oil changes as proof of no negligence has been done on the vehicle. I brought those receipts to the dealership which they turned over to NAE/NWAN all for them to state claim denied. The oil change receipts, which 2 had been completed since we purchased the vehicle in Oct 2021, one in February 2022 and one in May of 2022. The GM said this is great, and turned over the proof to them all for them to still state the claim was denied. When I asked why, have me bring in oil change receipts as prove their was no negligence done to the car, if they were going to deny the claim. Now no one can give me an answer. The Service Manager at the dealership advised me you have to just keep calling them to try and get a person that really wants to help. (Such Nonsense) I just purchased this vehicle less than a year ago, had the car less than 8 months before it breaks down, and I am expected to keep trying to get through for a resolution. This issue has been ongoing since June of 2022 with no resolution to be reached. I will now be taking legal action against both NAE/NWAN and ****** ***** who sold me the vehicle. I will not be uploading documents as they have copies of all the documents they need. I want my car claim paid and properly taken care of with an apology for it taking so long.

  

  Business Response

  Date: 08/29/2022

  Please see our attached response. 

  Customer Answer

  Date: 08/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ****** ****
  
  
  
  I do not accept this as the car did not overheat due to liquids not being kept in the car.  As which is why you all asked for the receipts of the oil changes.  Why then ask for documents I supplied and give same reasoning.  If your response was to give me what was in the manual that is not satifactory.  The GM of the dealership even admitted you all are not right in wanting to honor the repair work of the warranty due to the cost of the claim.  You also did not explain why you asked me to provide receipts s if you were going to claim the same outcome?  It made me feel as a consumer you were not counting on me having receipts of regular oil changes being completed.  If a company is asking for documentation to support an outcome and then the documents are provided, the outcome should change not have the same outcome.  Same outcome with no reasoning I will not accept that.  
   

  

  Business Response

  Date: 08/30/2022

  This letter is in response to complaint number ********* 
  
  Thank you for bringing this to our attention, ****** **** complaint for the denial of coverage for an engine claim. The Extreme Wrap: Supreme Unlimited 100 Wrap Contract specifically excludes overheating of any vehicle component. 
  
  We ordered an independent inspection in June and the inspection report reflected: the radiator, all plastic on radiator cap were melted, and very low on coolant, filled system and found head gasket leaking compression into cooling system, appears to have been overheated, head gasket leaking and head and/or block warped. 
  The Extreme Wrap contract Exclusions language includes the following: 
  
  Costs or expenses if a breakdown directly or indirectly results from overheating of any vehicle component or from failing to maintain proper qualities or levels of coolants, fluids, or lubricants or damage to the engine block or cylinder heads caused by overheating, freezing, or warpage is specifically excluded from coverage. 
  
  Based on our review of the information that has been supplied, our position in this matter has not changed. However, should any additional information become available that may alter this position, we would welcome its submission for our review. 
  
  Should you have any additional questions, please contact me at ************* 
  
  ***** ****
  
  Mechanical Claims Supervisor