ComplaintsforNIU of Florida, Inc.

• Initial Complaint

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Filed Tire and Wheel Protection claim 298-13488327 for both front tires due to road hazard. The front left tire had a tear in it and was approved. The front right tire had a nail in it and was denied, due to lack of scratches and the argument that it was not a road hazard. The nail was fully submerged into the tire and on a portion of the sidewall that doesn't have as much contact with the road, we live in *** with countless potholes and nails everywhere - the denial of said claim is unsubstantiated and out of line with purchased coverage. Requesting reimbursement for front right tire in the amount of $461.92.

  

  Business response

  05/01/2024

  Dear *****,
  We wanted to provide you with an update regarding your appeal for coverage on the second tire.
  Upon further review and consideration of the information provided, we have decided to cover the second tire damaged. We apologize for any inconvenience this may have caused initially and appreciate your patience throughout this process.
  Please note that we have Invoice #****-00660175 on file already for one tire. In order to move forward with payment for the second tire, we will need the invoice for the second tire and proof of payment.
  Please rest assured that we are committed to providing the best possible service to our customers, and we value your feedback. Should you have any further questions or concerns, please do not hesitate to reach out to us.
  
  Kind regards,
  NIU of Florida, Inc.

  Customer response

  05/01/2024

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

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ECP Contract CTPW ********* administered by NIU of Florida *** ******************************************************************* Rim repair claim 292-13004326 placed on 12/13/23 with NIU. They offered to look for mobile repair, but they would only repaint the rim. Due to deep scratches in the edge and spokes of the rim, it needed to be grinded and refinished. They stated to take it to a shop of my choosing and to get an authorization before doing the work. 12/28/23 Took to **********************/Dent Wizard. Called with representative from Spec Wheels for Authorization (Auth# *******-6519677). Work to be completed $215.Emailed invoice with the claim number and authorization number attached to ****************************** on 12/28/23, 1/2/24, 1/19/24, and 1/12/24.They finally sent a check dated 2/19/24 for $120 instead of $215. There is nothing in the contract stating a dollar limit on the claim, only that they have the option to repair or replace the rim. They chose repair and instructed me to take it to a repair shop of my choosing since they didn't have a contract in the area.Requesting remaining $95 reimbursement.

  

  Business response

  03/06/2024

  Thank you for your inquiry.  We have reviewed your information and certainly regret that you were not in favor of the outcome.  After review of file, we have determined that additional funds of $95.00 were due and issued on 3/4/2024.   We hope this outcome is favorable and regret any inconvenience that you have incurred. 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a claim to replace 2 tires and was denied. Claim number is 298-13269667. Damage was:1) front driver side tire damage. Damage is blowout to side wall.2) front passenger side tire damage. Damage to side wall, bubble can be seen which is prone to blowout.When I called, I was immediately denied. I was told that my denial was due to needing preauthorization before any work can be done. I explained that the contract I signed does not say that a preauthorization is required. I also stated that I had difficulty filing a claim since contract is not very clear. The person I spoke to said that preauthorization is required but there could an exception since I had difficulty filing a claim. They said that exceptions are sometimes granted but I would have to explain my situation to the appeals department. I sent the following explanation.My difficulty started when I submitted claim online through ********** since my warranty paperwork says **********. ********** eventually contacted me stating that they could not find my warranty information. ********** told me to contact NIU which I contacted but they did not have my claim either. I then called ********** again and they said that I must contact NIU to submit a new claim. I contacted NIU and filed a claim. As I mentioned earlier, I was immediately denied and sent email to appeals department.I received an email from appeals department today stating that they could not accept my claim thus the reason for this complaint. I am asking you to please reconsider. Thank you.

  

  Business response

  02/23/2024

  *****,
  

  Thank you for contacting us regarding your recent inquiry with the Better Business Bureau. We apologize for any inconvenience you have experienced throughout this process. We would like to provide you with a detailed response to address your concerns. 
  On 2/20/2024 we received our first call regarding claim 298-13269667 advising us that the work was completed. Under the terms of your contract, you must obtain authorization prior to the replacement of any tire, and/or prior to any repair or replacement of *********.   
  We have the right under the agreement to validate all claims submitted prior to payment. Your replacement without our authorization was a breach of your obligation under the contract, and for this reason, the claim was properly denied. 
  We apologize for any inconvenience caused and appreciate the opportunity to clarify our claims process. If you have any further questions or concerns, please do not hesitate to contact us. We value your business and aim to provide you with the best possible service. 

  Customer response

  02/23/2024

   
  Complaint: 21329003
  
  I am rejecting this response because:

  I was told when I called that *** will work with me because sometimes exceptions can be made to preauthorization even though the contract I signed does not state preauthorization required.  Your response is stating that you are unwilling to work with me.

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

  

  Business response

  02/28/2024

  Dear *****, 
  
  

  We appreciate your understanding of our claims process, and we want to assure you that we value your business. 
  
  

  
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased Key Replacement policy w/ purchase of vehicle on 07-20-23. Was stated to us verbally as well as in the contract full cover with no out of pocket expense up to *** of $800/yr. If outside of the 25-mile radius of original dealership, we could go to any other dealership. We went to a closer ***** dealership. We made several calls to NIU prior to the key replacement to make sure we followed all instructions, such as having the dealership call NIU to complete prior authorization before the repair was done. At no time did they say there would be exclusions to the **** pd. We, as well as dealership, were instructed we were cleared to proceed. I was instructed I would need to pay the dealership and submit my Pd. receipt for reimbursement. I uploaded the pd. receipt for $174.67on ***** and called and verified this with ******* at NIU. I just receiving reimbursement in the *** of $145.15( which is not payment in full as promised). I called NIU and spoke first to *****, who was not helpful but insisted that is all they need to pay and that she had no way of actually looking at my policy even though she works for the company. I asked to speak to a manager, and they made me hold for nearly 30 min. Manager(name was *******) 1st said the dealership charged over customary to make more money even though it is common knowledge dealerships used national guides from which they charge. I pointed out Line 5 stating we are not responsible for any out of pocket expense under $800 for the year. He then stated it would have been pd. in full had we gone back to the original dealership, even though we are out of the 25-mile radius and policy states we can then go to a closer dealership. We followed all instructions and verified every step of the way so that there were no loopholes. Unfortunately, this company seems set on cheating customers by no paying what they are marketing their coverage to be.

  

  Business response

  12/19/2023

  Thank you for your recent inquiry. The manufacturers suggested retail price for your ***** key part (35118-T0A-A30) is $77.73, but this facility charged $91.99. Your contract explicitly states, Reasonable Repair Cost means the customary parts and labor costs required to complete the repair or replacement of the Covered Loss, which in no case shall exceed the manufacturer's suggested retail price for parts, labor, and allowances, as defined in the manufacturer's labor time guide or the nationally recognized parts and labor time guides. The facility also charged $5.60 for shop supplies which is not covered under the policy.

  As a courtesy, we reimbursed the amount you paid to the facility. Please allow **** business days for receipt. Thank you for allowing us to explain our position.

  Customer response

  12/19/2023

   
  Complaint: 21026030
  
  I am rejecting this response because: I stand by the fact that at no time in multiple conversations did anyone from *** make any mention they would not pay in full from a secondary certified dealer even though they also spoke directly to that dealer and to myself prior to the repair.  It is interesting that they use the wording of "Customary" to their advantage in that they can apparently drop whatever number they choose to declare "customary" in their claim payment.  Line 5 in the policy states "You are not responsible for any out of pocket costs in excess of Your yearly limit of $800."  Nowhere does it say NIU's interpretation of "customary" will override that statement.   Also of interest is the fact Line 2 in the policy states "If You are outside the 25-mile radius, or if the originating dealer is no longer in business, You may go to any Appropriate Franchise Dealer."  This is, in fact, exactly our situation, and even though we followed all protocol and instruction, manager ******* stated to me in our phone conversation of 12-18-23 that if we had in fact returned to the originating dealership, the claim would have been paid in full.   This is a direct defiance of what their own contract states and appears to be a breech in contract on the part of NIU.  How can they change and twist the terms of their policy to their advantage.  If they choose to set dollar limitations, then why on multiple opportunities did they never mention or ask for a specific amount from me, the customer, or the dealership involved.  To me, this is a clear breech of contract and this company apparently does not do business in good faith with their unsuspecting customers.   I feel justified in my original demand that they pay the claim in full or refund in full payment made for this policy in the amount of $201 and we will forfeit the policy as this is not a company we will wish to do business with in the future.  
  
  Sincerely,
  
  *******************************

  

  Business response

  12/20/2023

  Thank you for your follow up. We understand your frustration with this process. We will continue to review the interactions and handle appropriately, if applicable. We work with our dealers to ensure the member does not have to pay out of pocket for the expense.If you are required to go to another facility, as in this case, then the same will apply but in a reimbursement payment.

  As stated in our previous response, we honored your request for the difference between what was charged by the facility and our original payment, in the amount of $29.52. Please allow some time for that payment to be received.

  Customer response

  12/21/2023

  It appears the company is agreeing to reimbursement for the *** due of $29.52 within **** business days.  Once I receive this payment, I will gladly close this case.  Thank you.  

  Customer response

  12/27/2023

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

• Initial Complaint

  10/31/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  10-27-2023 This is the 2nd time I've tried using this service. The first time my tire popped and when I called the customer service person was making it too hard to get a tire. Like she was trying to find a way not to help. This time the same thing. I am not a mechanic and don't know what to say other than it's messed up. I said, I guess my tire messed up due to normal wear, it got a rip on the side from driving... I guess. But none of the other tires do. But because I said those words she then told me, it's not covered, you said "Normal wear." again anything to not help their customers. If they get stars id give them a 1 only because they take your money quickly with no hesitation and process that quickly but when you need their help you get treated like c*** so they don't have to pay out.

  

  Business response

  11/03/2023

  Thank you for your recent inquiry. While we understand your frustrations with the process, your statement is how the information will be submitted to your claim. The policy that you purchased is a road hazard protection policy. Your contract states, This contract provides for the repair or replacement of the Vehicles tires and wheels which, during the term of this Agreement, become Unserviceable due to a Road Hazard covered under this contract. Unserviceable means that the tire has been punctured or otherwise damaged to the extent that it is unsafe, or that a wheel will no longer hold a seal with its tire. A Road Hazard is a condition on a public roadway which should not exist there, such as potholes, nails, glass or other road debris.

  With that said, we will honor your previous claim (298-12205376) but you still need to submit your proof of payment to us. You can email that document to ****************************** with the claim number in the subject line.

  Thank you for allowing us to explain our position.

• Initial Complaint

  08/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased through VW for new ID4 and having noticed a flaw on the front right fender I filed a claim. Individuals taking my call were indifferent and any explanation was to the infuffidient.They verbally denied the claim or explantation, so I sent a photo. The photo indicates clearly that the fender was pushed a little and not a dent. Several times I explained or tried to understand their denial.An undated letter of denial followed with the notation of a thorough investigation was performed to warrant a denial. There supposed justification stating ;their position was throughly investigated is a joke. The picture sent clearly reflects on the need for dent repair is not necessary but adjustments in the parts pushed back is warranted and covered under this extended warranty.What a fraud - but I guess expected and now no recourse. The legal position of denial is supported by a self serving determination. So buy beware is the order of the day.Better business is substantiated by care not denial, and this added warranty is but a sham. I hope and truth this reaches someone who truly cares for the public but am not personally hopeful.

  

  Business response

  08/14/2023

  Thank you for your recent inquiry. Kindly be advised that we reviewed your call made to us on 8/1/2023. It was stated by you to the associate that someone rubbed against the left front side of your vehicle. As the associate was gathering all details provided by you, the call was disconnected before providing details regarding the denial reason and finalizing the claim. The denial letter mailed to you indicates the date of loss (provided by you), the date you filed the claim (when you called ******************* to report), and details surrounding the denial reason.

  Your contract specifically excludes damage caused by a collision with another vehicle. Additionally, you indicated that the damage is not a dent, but more like an abrasion in the area where the two panels come together. If there is any area where the paint is damaged, it will not be covered; and you stated that it is not a dent but kind of like a scrape. Under the Exclusions in your policy, This Agreement does not cover: (m) Any damage resulting from off-road use, racing, collision with another vehicle,chain damage, misuse, abuse, lack of proper maintenance, misalignment,suspension problems, use on a construction site or on roads not regularly maintained, vandalism or malicious mischief, theft, fire, or any loss covered by primary physical damage insurance; (u) Repairs to creased metal or any area where the paint is damaged; (v) Repairs to any dent or ding that could in any way affect the Vehicles paint or finish; (w) Repairs to any dent or ding that would require the replacement of Vehicles body panels or require sanding,bonding or painting.

  The photo provided to us on the same day indicates extensive damage to the area that would require body work, not paintless dent removal.For these reasons, this claim is not eligible for coverage and we must stand by our denial. Thank you for this opportunity to explain our position.

• Initial Complaint

  06/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of issue / complaint: 6/5/2023. I paid $2,999 for the added tire/wheel insurance on 3/25/2021 when I purchased a: 2015 Audi Q3 Prestige from: *****************: ***********************************************************... ************. *********************** Thru "************************." - contract #FR009779. NIU of Florida, *** must be a subsidiary of ************************. I had to purchase two new tires due to the type of vehicle but only want reimbursement for one. Cost of new tire: $325 + 8% ** tax = $351. I needed to replace a compromised tire due to a road hazard issue (deep pothole). I replaced the tire and called the insurance company for reimbursement and they said that they would not honor the claim as I did not notify them prior to having the tire replaced. Which on the paperwork I received from the dealership, when I purchased the vehicle and extra insurance for tire/wheel protection, does not state I need do. NIU of Florida, Inc. stated that they would not honor the claim. Claim #***-12239711. Thank you, ************************* (formerly of: ***************************************************************). **** Co. *********************************

  

  Business response

  06/19/2023

  Dear ******, 
  

  Thank you for contacting us regarding your recent inquiry with the Better Business Bureau. We apologize for any inconvenience you have experienced throughout this process. We would like to provide you with a detailed response to address your concerns. 

  On 6/5 we received our first call regarding claim 298-12239711 advising us that the work was completed, and the vehicle has already left the facility.  Under the Claim Procedures section on page 2 of your contract it states, "You must obtain authorization prior to the replacement of any tire, and/or prior to any repair or replacement of any wheel. For authorization and instructions please call Our Administrator, NIU of Florida, Inc., at ************** Monday through Friday from 9 a.m. to 8 p.m. EST."

  We have the right under the agreement to validate all claims submitted prior to payment. Your replacement without our authorization was a breach of your obligation under the contract, and for this reason, the claim was properly denied.  
  We apologize for any inconvenience caused and appreciate the opportunity to clarify our claims process. If you have any further questions or concerns, please do not hesitate to contact us. We value your business and aim to provide you with the best possible service.

  Customer response

  06/27/2023

   
  Complaint: 20146328
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business response

  06/27/2023

  Thank you for your response. If you have any further questions or concerns, please do not hesitate to contact us at **************, Monday through Friday from 9 a.m. to 8 p.m. EST.

• Initial Complaint

  05/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From the Elite Protection Program PDF from Infiniti: Cover front windshield repair of chips and cracks caused by propelled rocks or road hazard debris while driving on public roads, streets and highways. Since I have a crack caused by propelled rocks or road hazard debris while driving on public roads, this warranty supposedly covers my damage. Also, paintless dent repair is also supposedly covered. I discussed the dent in my door jam with the warranty company. They say this is also not covered. This warranty does not do what is described in the attached document. Not even close. The warranty company, NIU of Florida, Inc. is calling out limitations (fine print) stated in my actual contract. The attached document does not mention these limitations.This warranty is a scam. Please arrange for a full refund of $1629.00 to me. I purchased the warranty 7/30/22 from ********************.

  

  Business response

  05/10/2023

  Thank you for your inquiry.Referencing your windshield claim, you stated to our phone representative that the crack in your windshield is about two feet long. The benefit for your policy only covers windshield repair; anything larger than six inches will require replacement of the glass. The terms of your contract specifically state, Covers the cost of repairs to the front windshield ONLY of minor chips and cracks caused by propelled rocks or other propelled road debris. There is no coverage for stress cracks, cracks over six (6) inches in length, or any damage wherein it is determined by the repair technician that the damage cannot be repaired. For this reason, the claim was properly denied.
  
  Referencing your dent claim: Exclusions in your agreement state, (r) Dents that are inaccessible due to the existence of after-market equipment, or where such after-market equipment or the installation thereof has altered the original Vehicle configuration; (s) Edges where it is determined that the manufacturer's bracing does not allow for the *** process; (t) Repairs to creased metal or any area where the paint is damaged; You stated there was damage in the passenger rear door jamb, near an edge on a metal crease with paint peeling. Due to the location, the repair would require a procedure that can damage the paint finish. Additionally, it would not be fully repairable as it is located on or near an edge/crease. There is also paint damage in the dented area. For these reasons, the exclusions apply for this claim.
  
  The attached document you provided directs you to see your contract for the specific terms and conditions of coverage. For these reasons outlined above,these claims are not eligible for coverage and we must stand by our denial. If you wish to cancel your warranty, you can return to ******************** to do so. Thank you for this opportunity to explain our position.

  Customer response

  05/11/2023

   
  Complaint: 20024312
  
  I am rejecting this response because:

  The document sent by the business does not show the contract.  It also does not address the fact that I was shown only a document that says:

  Windshield Repair Protection*
   Cover front windshield repair of chips and cracks caused by propelled rocks or road hazard debris while driving on public roads, streets and highways.
  

  This does not mention limitations such as less than six inches.  Please see attached document.

  This is false advertising and the warranty is worth nothing.

  Sincerely,
  
  *************************

  

  Business response

  05/15/2023

  Thank you for your response. On Page 2 of your signed warranty contract under the section "Windshield Repair Protection", the details regarding your coverage are clearly defined. We attached a sample copy of your contract for your review. Thank you for allowing us to explain our position.

  Customer response

  05/15/2023

   
  Complaint: 20024312
  
  I am rejecting this response because:

  The description of the warranty that was presented to me during the sale of the warranty at the auto dealership does not match the fine print in the contract.

  Therefore I demand a full refund and cancellation of the policy.  

  BBB should know that these unscrupulous practices fall under the category of false advertising, and are therefore illegal.
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2019 ******** **** CLA250. I was offered a policy to cover cosmetic damages to my vehicle. I was sold on it covering minor dents, curbed, cracked, broken rims, tires and road side assistance with no deductible.3/29/2023 I made a claim after taking my vehicle to get the tires replaced. I was told they could not replace my tires until I replaced the two passenger side wheels. One was cracked significantly on the inside and one was bent. They said if they took the tires off they wouldnt reseal due to the significance of the damage. I tried using this shop for my claim but they only offer aftermarket rims not stock.I went to another shop and was quoted over $2,400. Each rim being $968 (plus sensors, alignment, etc). The shop told me they were confused if it was approved after speaking to NIU and to call. They said they were told *** could ONLY cover $1700. Leaving me to pay $738 out of pocket. WHAT? I was never told it would only cover a partial amount.Not only that, but now theyre wanting photos specifically showing that the wheels are beyond repair. The crack is on the INSIDE of the wheel and the bent wheel will need taken off to be put on a machine to prove to this business my wheels are not repairable. This will cost me an additional $100 for the company to take the wheels off of my vehicle for coverage to possibly be denied. Theres very very obvious damage to the outside of my wheel that can be seen in photos.The shop I took my car to suggested I cancel this policy with this company because the customer service was so horrible. They even think its ridiculous that they need to take the wheels off when you have a shop telling you they need replaced. I would not have purchased this had I of known it was such a hassle and would additionally cost me over $800 to get something fixed thats supposedly covered. Thats two shops now telling me they need replaced and here we are hung up on photos that will cost me even more money. Ridiculous.

  

  Business response

  04/05/2023

  Thank you for your recent inquiry. You stated that the crack is on the inside of the wheel and that the bent wheel will need to be taken off to show the wheels are not repairable. We were only provided with photos of the face of the wheel. Based on those photos presented, they appear to be repairable. You must demonstrate that the wheels need to be replaced. Wheel replacement is only covered in the event that the damaged wheel cannot be repaired. Your contract states, in the event that damaged wheels are replaced, *********** facility must document the reasons why wheel repair was not possible. Additionally,we will reimburse the reasonable repair cost required to complete the repair of the covered loss, which in no case shall exceed the manufacturer's suggested retail price for parts and labor. If you return to the selling dealership, they will accept our pricing. Under the terms of your policy, we have the right to replace the wheels with remanufactured wheels that we can purchase from a vendor of our choosing.  We will not be in a position to authorize the claim until it is demonstrated that the wheels are damaged beyond repair. Thank you for this opportunity to explain our position.

  Customer response

  04/13/2023

   
  Complaint: 19898106
  
  I am rejecting this response because: I contacted the original selling dealership. Ive been told they cannot help me. They also seem to have absolutely no idea how to proceed with *** or what Im talking about when I mentioned the response above from ***. I have been trying to get in contact with someone who knows anything about *** or how to proceed from the selling dealership since noon on Friday April 7th. I live well over an hour from this dealership. I am absolutely mind blown how difficult it is to get something replaced, even repaired I really dont care which one (despite 2 shops stating they need REPLACED) with a policy I purchased to give me peace of mind to avoid this inconvenience in the first place.

  I just want my vehicle safe to put my 4 month old child in and its been weeks now since the claim with no progress. I didnt purchase this warranty to pay additional hundreds out of pocket for repairs/ replacements. Thats the whole point of the warranty. Not to mention- the shop I took it to, to get the quote doesnt even want to work with *** due to the lack of communication and issues dealing with *** during this claim. So, Id have to pay everything out of pocket to get that shop to replace/ repair anything even if it is approved because they said they wont even take payment from *** because of their experience dealing with ***. Which honestly, I cannot even blame them. 

  Actually, while typing this message I was contacted by the service manager at the selling dealership of my vehicle. Hes saying they do not accept NIUs pricing, that their quote would be the same as the original quoting shop because theyd have to order the same parts. Hes not sure why *** would even say theyd accept NIUs pricing. Hes also telling me that to start a new claim with them (theyre saying I cant use the original claim) Id have to drop my vehicle off (again its over an hour from me, I work FT and have a 4 month old baby) for days until they can get someone involved from *** to take financial responsibility. They dont seem surprised *** is making it this difficult. Even cited a case they had last week with NIU over a blown tire on another customers vehicle that needed replaced. I was advised *** exhibited the same behavior of wanting additional photos after the photos were sent to them with the claim and drug it out for days. *** appears to operate borderline criminally. Just take a look at the other BBB complaints. Ive never even used this policy prior to this incident. NIUs suggestion in the response above is absolutely not a solution. I would genuinely be interested to see how many times *** has been civilly sued or criminally investigated. 
  

  In this claim- you have 2 shops stating both passenger wheels need replaced. Reference my original contact with ********* was told to take the vehicle to MY shop/ dealer of choice. I was never instructed the selling dealership would accept the warranty pricing by the representative (again according to the selling dealership is false). I took my vehicle to a shop 5 minutes from my home, who does work continuously on fleet vehicles for my work and other companies in the area. They have a lot of experience with claims, tow companies, etc. just citing to add validity to the shop. They sent photos and a quote to ***. NIUs response to them was theyd only cover $1700 of the $2400 quoted. Then sent THEM not ME a letter addressed to ME stating *** cannot proceed because they need additional photos, which again will cost me additional money to get the wheels taken off AGAIN. So.. at this point would leave me at a loss of well over $800 out of pocket to get something I paid to be covered by a warranty fixed. Throughout the experience this shop got fed up with *** and refuses to work further with them. They even recommended to cancel my warranty with *** because its not worth the hassle, thinking its a monthly/ annual fee. They advised they no longer tow for this company either due to issues theyve experienced with them personally outside of this claim. I filed a BBB complaint against *** to subsequently be told false information regarding the selling dealer would accept pricing. Weeks later, no progress, and pure frustration. Despite two shops stating they need replaced, *** would like to cause additional hassle and money out of MY pocket for additional photos so representatives/ claims adjusters can look at photos on a screen rather than licensed shops looking at the damage in person telling NIU they need replaced. NIU is walking a fine line of liability there. 

  I want a solution where something is solidified with *** where my wheels are replaced due to the dangerous condition of the damage on the inside of the wheels and it is covered financially by NIU. It is not acceptable for me to continue to take time to get this straightened out because of incorrect information or lack of knowledge regarding how *** operates or state Im responsible for hundreds out of pocket regarding replacement of a warrantied part because of lucrative loose wording of an *** warranty policy. 

  
  Sincerely,
  
  ********

  

  Business response

  04/17/2023

  Thank you for your response. You are within your rights to take your vehicle to any facility of your choosing; but we have an agreement with your selling dealership, which is the primary reason why we suggest you return to that facility. We need clear evidence that the wheels are unrepairable in order to move forward with a replacement as oftentimes wheel damage can be repaired. The photos provided by the facility only show cosmetic damage. Once we are provided with visual validation that the wheels require replacement,then we can move forward on the claim. We will be reaching out to you directly to discuss options.

  Customer response

  04/26/2023

  
  Complaint: 19898106
  
  I am rejecting this response because: I was contacted by a representative of NIU. I ended up paying $55 to have my wheels taken off again to comply with the request of NIU to get this resolved. I was quoted by shop #3 about $1300 (attached) to REPAIR my two passenger side wheels. I contacted the representative to give the quote and photos. After advising her of the price I was told only about $100ish is allotted for wheel repair per wheel. She seemed shocked at the price and asked if my wheels were cracked. Yes, as very obviously stated in my complaint my wheels are cracked. She told me they would need replaced then. I have been saying this the whole time. I emailed my photos and quote and have not heard anything back. I cannot replace my tires until my two passenger side wheels are replaced. If I replace my wheels prior to getting approval through NIU I will not be reimbursed and out thousands of dollars. I have a tire that desperately needs replaced (Im paying for my tires not the issue) and has since I made this claim on 3/29. theres still no resolution. Honestly, I found replacement wheels on wheelership that total $695.46 (attached) that are exactly what are on my vehicle currently. If NIU would cover that cost plus the necessary cost to have the wheels installed I would consider this resolved. Please help me resolve this. 
  
  Sincerely,
  
  *******************************;
  

  

  Business response

  05/01/2023

  Thank you for your response. We have been in touch with you regarding your claim and will continue to work with you through the process. We received the most recent photos to where we can now identify the damage to the wheels and move forward with the claim. We request to send in all documentation including your paid receipts. If you have any questions, don't hesitate to reach out your contact here so we can assist. Thank you for your understanding.

  Customer response

  05/04/2023

   
  Complaint: 19898106
  
  I am rejecting this response because:

  I was contacted on 4/27 regarding this claim. I was told it was determined by their specialist that one wheel needed replaced and one need repaired. Again, multiple repair shops have stated these are to be REPLACED not REPAIRED due to their condition.

  The REPAIR would cost $484 and the REPLACEMENT would cost $968 (they would not cover the full $968 understandably so only about $700). I found a replacement wheel on wheelership for $325 and asked if I could just do that instead of the wheel from benz themselves so the full amount was covered. I was asked to give the part number to which they said their system was showing it was over $500. I told them it was showing $325 (my mistake for being honest I guess?). So they adjusted the amount in their system from $500+ to $325 for the replacement wheel and said theyd approve that. However, would only approve $150 for the REPAIR of the wheel (again, $484). Thats $160 MORE to REPAIR a wheel vs REPLACE. I asked if I could just use the $150 approved for the repair towards another wheel from wheelership to just replace it since Id have to pay out of pocket anyways and this would be cheaper. I was told that ** trying to just switch things around and it doesnt work like that here. So without labor- itd be $814 to REPAIR and REPLACE vs $650 to just REPLACE both wheels from wheelership. Mind you, their system showed the wheel Im approved to order to be $500+ from wheelership per wheel and they override it to $325 after asking me the price.
  

  If youve been following this they were going to pay $1700 from the first quote I got of $2400 if both needed replaced. So now were down to $814 and theyre ONLY willing to pay $531 in reimbursement AFTER I get the work done and send them everything and if its not to repair AND replace they only cover the approved amount for services they approved even though repairing and replacing is significantly more expensive than just replacing both. So $531 approved is $325 for the replacement wheel, $150 towards repair of the wheel, $22 in labor, and then tax. Leaving me to pay without labor over $283 out of pocket. Shop is saying about $200 in labor to take everything off and remount it.. so $483 out of pocket (before I also replace all 4 tires).

  I was asked if I wanted the approval email sent to me after I very vocally expressed being dissatisfied with the answer. I even asked the rep where in the contract it stated ****** only cover a portion of anything not the full amount? no answers to this. Because it does not say this. This will be a shocker I know, but still havent received the approval email I was told Id get LAST Thursday from the rep. ************* this point, over a month after my initial claim, numerous phone calls have been made to the company, the selling dealership, and 3 different shops. I work FT and have a 4 mo child. The inconvenience here is insane. I asked where I can take the vehicle to have things 100% covered by this policy or a wheel repaired for $150 and there isnt anywhere they can suggest.. they just keep suggesting the shop of my choice and lowered what they were allegedly covering from the beginning of this mess from $1700 to $531. My physical tires needed replaced a month ago, critically. I cant do so until this is resolved. My front left tire is now losing air due to belts internally separating due to a manufacturing defect. I have to repair everything ASAP and Im going to out of my pocket.

  Its clear we are not going to reach a resolution as theres some kind of obvious disconnect here. Luckily working in a court environment, *** had some eyes read over this contract. I no longer have time to waste with this company for my safety and my childs. After getting this work completed that is a danger to continue driving on to me and my child. I will be filing a civil suit with this company for them not fulfilling contract and terms, as well as the inconvenience they have caused. I am under the advisement a claim can be made for blatant disregard of safety as well, since 2 certified shops are telling me to replace the wheels NOT repair them due to condition but NIU is saying repair one and replace the other from what theyre seeing on a computer screen. The selling dealership will be listed in a suit as well for their negligence in supporting sale and false advertisement of this policy. I will be publicly advocating for any dealership to drop this company and their coverage.
  

  Any further contact from this company to me can be done through this BBB complaint thread or through email for documentation for the civil suit. I will no longer be accepting phone calls from them. I want physical documentation of their negligence of contract verbiage. 

  
  Sincerely,
  
  ***********************************

  

  Business response

  05/09/2023

  Thank you for your response. If you are purchasing your own wheels, we will cover the full cost (this will include standard rate for labor). We will need receipts to verify your payment. We will also need the itemized invoice from the repair facility. Once those documents are uploaded to the claim, we will send out reimbursement. Please send documents and/or any future communication to ****************************** with your name and claim number (292-12035396) in the subject line so we can assist.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We (my ********* purchased a ************ warrant for $749.00 back in October 2021, when we purchased a 2022 Kia **** LX with less than 6 miles on it. The car came with 50,000-mile tires on it. I had the front passenger tire pooped on me on a county road in **********, **. I called the warranty company, started a claim, and drove to the local Kia ********** here in **********, ** on our doughnut wheel. After a long drawn-out process of two days, our claim was denied due to low tire tread. The funny thing is why didn't the other tires pop too? Since the car has less than ****** miles on it. Then I was told that I needed to drive back to ****** on my doughnut wheel to get the tire fixed, since that is where we purchased the vehicle, on a warranty company that covers *****************. The reason we choose this warranty is we wanted to visit family often since I am a retired member of our Armed Forces. My wife's son and his family are deploying to Europe and we wanted to visit with all of them before transferring this summer. So now I have a new car sitting at the Kia ********** with one non-working tire. The company will not refund the $749 that we paid for the warranty and cannot use it unless we drive back to ******. My wife is flipping out and I am trying to get only the vehicle fixed like it was promised to.

  

  Business response

  01/31/2023

  Good afternoon,
  
  The picture in the claim reflects the tread depth is 1/32.According to the terms & conditions of the contract any tire with a tread depth below 4/32 will be denied due to regular wear and tear of using the tire.
  
  This is the members first claim.  We are going to offer them reimbursement consideration and explain the terms and conditions of the contract.

   

  Thank you,

   

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

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