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:07/22/2022

  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 is in regard to a extended warrantee purchased on a 2018 f250 king ranch. On the 18th July 2022 I scheduled an appointment for my truck to have regularly scheduled oil change and diagnose a noise coming from passenger front. I placed a call to nwan to get authorization for the work. The problem was diagnosed by the service department of ******* **** (smokey point, wa) and determined to be a hub bearing assembly and estimated cost for repair of 1450 +tax. ******* was to handle the processing with nwan for the repair. On the 20th ******* informed me by phone they were having difficulties with nwan but had been told that the part in question was a warrantee covered part and so ******* made the order from their supplier to order it and schedule the work. Later that same day ******* called me to inform that nwan now wants all service records for the truck. I had all receipts for maintenance performed by only **** dealerships since I had purchased the truck which I forwarded to *******. After ******* reviewed the records they agreed all scheduled maintenance has been performed and sent documents to nwan. On the 22nd ******* contacted me again saying nwan is now refusing warrantee and claims that the contract is void. Speaking to the service manager at ******* he expressed to me that he's never dealt with a warrantee company as unprofessional and from the outset of the transaction seemed to be demanding, argumentative and posturing a position to deny the claim through all means. I travel for work and have to drive the weekend to the job location out of state. Nwan not fulfilling their obligation and honoring their warrantee has put me in jeopardy to conduct my job and now have to put forth the funds for the repair. I will be seeking to take legal action against nwan for damages. Attached are just some of the scheduled service I've had performed on the truck amd can provide much more.

  Customer Answer

  Date: 08/01/2022

  In response to nwan's claim that 1) they tried multiple times to contact me. This is false and I have phone records and email records to show this. After multiple calls to their customer service, a rep informed me that the only way to get through to management was to key in from the phone that I was a dealership. I was able to (after a 40 min hold) speak to a claims manager.
  2) nwan claims my service and maintenance agreement was not met. This is also not true and I have documentation, dates, times and their own issued authorization #s for this. When speaking to the claims manager he stated several times that he claimed were in breech of warrantee contract. There was never a breech of contract and I went through all of my nwan authorization#s with him as well as mileage, dates and times and dealerships(****) where the maintenance was performed. The only incidence that might be of question was when the truck was originally purchased. Nwan claims there is a mileage discrepancy of the reported mileage at the time of service. This is plot amd a scam purportrated by nwan in an what I believe is a way to deny coverage. On multiple occasions when calling in to authorize work, their phone reps ask for "approximate mileage". Generally I have given exact mileage but do concede that there have been instances where I wasn't in the vehicle when calling and gave an estimated but to within 1-200 miles but to also not, never over the allowed 1000 mile buffer. At that time of nwans claimed discrepancy there would have been approximately 138,000 miles left on the purchased warrantee. Again, it is my belief that nwan is posturing by claiming that they went above and beyond, as if to say, even though my warrantee was void (which it was not) they would make an exception and cover the repair in an effort to deny any future claims as there is appreciated 62,000 miles left for the coverage (provided I continue with the regularly scheduled maintenance.
  
  Furthermore, while on the phone with the claims manager and after providing all of the documents for my claim to include authorization #s and mileage he still claimed I was in breech and did not have record of #s of previous transactions. Not being settled he informed me that I was cutting into his lunch time and said there would be another manager who would contact me... this never happened. As a result, I am demanding all records nwan has for scheduled maintenance so I can review them against my own. I would also like a winemakers apology should it be found that my records were correct and for them to state that it was never a special circumstance that my warrantee claim was covered.

  

  Business Response

  Date: 08/09/2022

  Thank you for bringing this to our attention, ******* ******* complaint for the denial of coverage for hub
  bearing claim. The Warranty Forever® Contract has maintenance requirements that were not met. We
  processed the claim under the extended service contract on 7/22/22 and sent a copy of the claim approval to
  ******* **** at that time in the amount of $823.87. We tried contacting ******* ******* multiple times on
  7/22/22 by phone and we were unable to get through. ******* **** submitted the repair order to us on 7/25/22
  and we sent them a One-Time use credit card for the claim. The claim was submitted and paid.
  Should you have any additional questions, please contact me at 800-810-8458.
  ***** ****
  Mechanical Claims Supervisor 

  

  Business Response

  Date: 08/09/2022

  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 800-810-8458 or email any additional records to [email protected].
  Thanks,
  ***** ****
  Mechanical Claims Supervisor 

• Initial Complaint

  Date:07/18/2022

  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.

  My husband and I are owed 2 refunds for insurance we purchased through this company. $655.92 & 254.97. We have been waiting on the refunds for over 3 months. We still have not received them. I submitted the paperwork on April 14 and received a response a couple days later that the refunds had been approved but keep emailing and cannot get an updated status as to when we are getting the checks.

  

  Business Response

  Date: 07/18/2022

  Hi *****, unfortunately we were unable to locate any contracts that match your name and contact information. Please reply with your contract numbers and VIN so we may look into your concern. 

  

  Business Response

  Date: 07/19/2022

  Dear ****** *******

  We appreciate your feedback and apologize for the circumstances that prompted your reaction. The service
  agreement and Gap agreement in question for VIN* ***************** were cancelled by NAE/NWAN on
  April 18, 2022. A check was sent to the responsible selling dealership on April 20, 2022. Your selling dealership is
  responsible for all refunds due. Our portion of the refund was mailed to: Sandusky OK Inc.* **** ***** ***** ** ********* ** ***** and cashed on June 7, 2022.

  Please contact ****** ***** ** ************************** to inquire about the refund status. If you provided
  proof that your auto loan was paid off to your selling dealership, their refund will be sent to you. If there is an
  outstanding auto loan balance, the refund will be sent to your lienholder.

  Sincerely,
  ***** *****
  Contract Administration Manager

  Customer Answer

  Date: 07/19/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17581597, 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.]

   

  I appreciate the contact with NWAN. Do I now need to file a complaint with the company that was sent the check and cashed it? I have emailed them many times with no response. Thank you
  
  Regards,
  
  Sheila Flores
  
  
  
  
   

• Initial Complaint

  Date:07/17/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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 am wanting to cancel my warranties I purchased when I bought an RV with a lender loan. I have attempted to contact this business since June 25th, 2022 via both email and phone regarding my claim and I have yet to get a response from this company.

  

  Business Response

  Date: 07/18/2022

  Hi *****, we were unable to locate any contracts matching your name nor contact information. Can you please provide your contracts numbers and VIN? Thank you. 

  

  Business Response

  Date: 07/22/2022

  Dear *** ******

  I am writing in response to the BBB complaint #******** regarding the cancellation of contracts for the VIN referenced
  above. On June 25, 2022, it was recorded that a cancellation quote was populated via the online portal for the service
  agreement (**********) and warranty forever agreement (************). ***/**** does not cancel agreements
  if a quote is generated. Unfortunately, we do not have any record of received emails or phone calls from the customer.

  I have attached the cancellations paperwork to be filled out along with instructions below to cancel your agreements.
  Please fill out the required information and return to us at your earliest convenience via mail, email, or fax.
  Please carefully read the instructions below to start your cancellation process.

  Attached you will find our Cancellation Request Form. Please print the form and sign the “Customer Signature” box. For
  your request to be finalized, please include an odometer statement performed by your selling dealer and proof of
  payoff, if applicable.

  In the event cancellation is taking place due to Total Loss or Trade, a letter from your lienholder or proof of trade
  providing the mileage and the date possession of the vehicle was relinquished, may be submitted in place of an
  odometer statement. The proof of payoff would be sent to you by your lender in the form of a letter once your loan has
  been paid in full. If you are still making monthly installments on your automobile loan, it is not necessary to submit
  proof of payoff with your cancellation request.

  The cancellation documents may be submitted via fax, email or U.S. Mail using the information.
  Please know the funds will be remitted to the lienholder 3-4 weeks from the date we receive your request. If the vehicle
  loan has been paid in full, the individual listed on the contract will be refunded so long as we receive proof of payoff at
  the time of cancellation.

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

  Thank you,
  ***** *****
  Contract Administration Manager

  Customer Answer

  Date: 07/27/2022

  [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 ********. I have emailed the business and would appreciate if they could email me back regarding a confirmation to my email. My email address is *****_*******************
  
  Regards,
  
  ***** *****
  
  
  

• Initial Complaint

  Date:07/07/2022

  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.

  On 05/16/2022 I took my 2017 ***** 2500 to Auto Nation for my Check Engine light coming on and the codes came up pertaining to my turbo. I found all my of necessary paperwork and am within the 100,000 mile warranty with NAE. On 5/18/2022 they requested all of my service records - I submitted those items to Auto nation and to NAE... They denied my claim saying I failed to keep the forever warranty. I understood, however, I was still in the rights of the 100,000 mile warranty (given that my truck only had roughly 80,000 miles). Auto nation provided a video to NAE with detail on failure of the turbo. NAE denied it. I called and had a colorful conversation with them, to which they sent an "inspector" who was there with the service manager of auto nation and the check engine light came back on with current codes - showing the turbo was failing. I called NAE back to ask how am I supposed to continue to show failure when the check engine light is coming on and the turbo is not even showing movement on the dashboard until 3,000 RPMS. They told me if I could haul something up hill then maybe they could do something. This company is a fraud. I paid $3,500 out of pocket - paid $2,800 for their services. Myself and auto nation showed NAE that the turbo was failing, they chose to not pay. They should be black listed from any military family and their customer service is less than par. I even have emails from the manager stating that my warranty covers this failure - they chose to not pay. They are scamming people left and right. I want my money back. I paid for a service, I was honest, had an authorized dealer to show the failure in my vehicle - they chose to not pay and thought it was funny. This was not only a financial burden, but an emotionally draining. They kept this going for 3 weeks and decided (even after I have confirmation that I had coverage) they chose to deny it. Because they're scamming people.

  

  Business Response

  Date: 07/13/2022

  Please see our attached response. 

  Customer Answer

  Date: 07/19/2022

  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.
  
  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.
  
  I have attached the video that was submitted to the warranty company showing that the turbo never kicked in - even after 2,000 RPMS... the check engine light would come on and off which does happen when the turbo is going out. I have attached the picture showing the codes ACTIVE when the check engine light came on - showing the turbo was failing. I also have attached the email stating that I have coverage for this problem.
  
  I am requesting the investigator write up stating the turbo kicked in, was not in failure, the codes were not there and that the check engine light did not come on. I was told by the service manager that the light came on and the codes were active and turbo never kicked in. 
  
  With everything required from autonation and myself I am still failing to see how this is a "closed case" and that I was not under coverage. I will also be getting a lawyer to request the recordings of the conversations that I had with NWAN - when one stated that I should hook my horse trailer up, haul it around, go up hills and basically record that my truck does not go into turbo - hoping it would go into "limp mode." I asked who would be responsible for the wreck when my truck would fail with my horse, trailer and truck to prove to them that my turbo is failing. 
  
  Again, they are scam artists and I want my money back for a repair that I shouldn't have had to pay for out of pocket. 
  
  Regards,
  
  ******** ********
  
  
  
  
   
  Regards,
  
  ******** ********
  
  
  
  
   

  

  Business Response

  Date: 07/25/2022

  This letter is in response to complaint number ********.
  
  Brittany, we sent a 3rd party inspector out to confirm that the turbocharger had failed, and he was unable to
  verify the turbo failed at the time of the inspection. The pictures and video only verified a symptom of an issue
  and could not verify the turbo failed.
  
  Should any additional information become available that may alter this position, we would welcome its
  submission for our review.
  
  ***** ****
  Mechanical Claims Supervisor