ComplaintsforNation Motor Club, LLC

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company will go out of its way to avoid actually covering any claims. There have been two separate events in the past 6 months, both of which were refused to be covered by the *** with their creative reasons. The first incident resulted in them successfully convincing me and the dealership that I do not have coverage, however this is patently false as was determined earlier this week. This latest issue is in regards to claim #BIT00-10491937, which relates to a previous uncovered issues from August 2023. This latest claim in the amount of $345.56, which required spending at least 4 hours on the phone with their customer representatives from Monday April 1st, Wednesday April 3rd, and Friday April 5th, being given other phone numbers to call, asked to upload documents, then being asked to email documents, then being told the documents are not sufficient when at first they were sufficient. I do not recommend that anyone conduct ANY business with this company as they collect money on the initial premiums and then refuse to pay out any claims.

  

  Business response

  04/10/2024

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

  We apologize for the frustration and inconvenience you have experienced. We strive to provide excellent service and coverage to all our customers.
  We understand your concerns regarding the recent incidents and the difficulties you have faced in resolving your claim #BIT00-10491937. Your feedback is invaluable to us, and we assure you that we take it seriously.
  Upon further review, we are pleased to inform you that the reimbursement of the cost of the tire has been sent to the dealer.

  We have been in contact with the dealer, and they are fully aware that the funds will be returned to you by ************* ******* Therefore, we kindly ask you to contact the dealer to arrange for a refund of your payment. Please understand that we have a contractual agreement with the dealership, and unfortunately, we cannot provide payment directly to the customer, only to the dealerships.
  We will personally oversee the reimbursement process to ensure that it is completed promptly and accurately.

  
  Sincerely,
  Nation Motor Club, LLC 

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Filed a claim on 3/18/24 for 4 tires through the Tire Rack Guarantee Claims portal. After filing the claim and reading the terms and conditions it was unclear whether the tires would be covered or not. I called their customer service number (the claims department, not tire rack) and told them all the tires were worn down to a 2-3. I asked if that was covered. ******* for the company said Yes, but we will not cover anything that is lower than a 2 He then stated I needed to submit proof. I went to my local tire shop and had them measured and took pictures of each tire and uploaded those to the portal. I was then told I was pre-approved and that my next step was to purchase a new set of tires and upload the purchase receipt to the portal as well as the receipt showing the installment of the tires and then my claim would be approved. I did all those things. I then receive a denial stating that it would not be covered as that is not in their terms and conditions. I emailed the appeals department as all their calls are recorded and told them I was told on 3 different calls that this was covered up to $260 dollars per worn tire and was told to purchase a new set of tires before they could process my claim. Had I known it was not covered, I would have elected to not purchase a new set of tires at this time. This is a clear bait and switch as the new tires cannot be returned and was told I HAD to purchase them before they would send me the reimbursement and approval my claim. All of this was recorded and can be listened to on their recordings. I am in Customer Experience for a Fortune 100 company, if we provide WRONG information, regardless of our Terms and Conditions, we have to do everything possible to make it right.

  

  Business response

  04/11/2024

  ********* ******,

  Thank you for contacting us regarding your recent claim denial. We apologize for the confusion and frustration you've experienced.

  We've reviewed your claim and listened to the initial call from March 18th, 2024. You're correct; the agent did request photos of the tread depth (TD) at its lowest point and confirmed coverage for damage exceeding 2/32" TD. However, the conversation did not delve into specific causes of loss or detailed terms and conditions of the warranty.
  
  Unfortunately, as per our warranty terms and conditions, coverage is dependent on numerous factors, including the cause of loss. In this instance, your claim was denied due to the loss not the result of a road hazard. To improve our customer experience, we'll be providing additional training for our representatives to emphasize the importance of referencing warranty details during claim discussions. Unfortunately, we cannot reimburse you for the new tires purchased as they fall outside the warranty coverage. We encourage you to review your warranty information thoroughly in the future to avoid any misunderstandings.
  If you have any further questions or require clarification on the terms and conditions, please don't hesitate to contact us.

  
  Sincerely,
  Nation Motor Club, LLC

  Customer response

  04/13/2024

   
  Complaint: 21531159
  
  I am rejecting this response because:

  Your logic is flawed. I called your customer service because I read through the terms and conditions which did not make sense to me. If I did not understand the terms and conditions, who would you recommend I call if not the company that wrote them to gain an understanding? I filed the claim (see the claim details) which clearly specified why I was filing a claim. Your representative reviewed my claim and as you , informed me that it was covered in the warranty. The specifics were on the claim which he reviewed before answering my question. This wasnt confirmed in just one call. I called for the 2nd time, again inquiring about the terms and condition. After the second rep reviewed my claim, I confirmed AGAIN why I was filing the claim and what the next steps were. The 2nd representative stated all I needed to do since I had uploaded the pictures showing the damage is to purchase new tires, submit the receipt and proof of install. Which again I have done per your company representatives.

  At this point, if we cant resolve it here, I have no choice but to seek legal action. This negligence which you have admitted to and are endorsing by not correcting the mistake on behalf of the customer is honestly said, however most insurance companies have a poor representation of standing behind their policies, so this is unsurprising. This has caused me undue financial hardship and if I am forced to seek legal action, I will seek additional damages. 

  
  Sincerely,
  
  Grey ******

  

  Business response

  04/17/2024

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

  Thank you for your correspondence. After further review, we have decided to proceed with the payment processing for your tires. As a one-time gesture of goodwill, we will cover the associated costs.

  Moving forward, it's important to note that the warranty will only cover tires damaged by road hazards.

  We value your input and remain dedicated to enhancing our communication practices.

  Should you have any additional inquiries, please feel free to contact us at your convenience.

  Sincerely,

  Nation Motor Club, LLC

  Customer response

  04/17/2024

   
  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,
  
  Grey ******

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was totaled and they are not releasing all funds needed to pay off the loan. It is less than $7k.

  

  Business response

  04/03/2024

  It is our desire to thoroughly investigate every claim that is reported to us.  We have had the opportunity to review our claim file.  Subsequently, we have determined that your claim has been paid correctly as claims are filed according to the terms and conditions within the contract that was signed and agreed to.  Under the definition of net payoff, refundable prepaid taxes and fees are not a covered item; and since the taxes were financed within the loan according to the Bill of Sale and are refundable it is not reimbursable by GAP.  In addition, taxes were included in the valuation of your insurance carrier.  We thank you for giving us the opportunity to provide explanation. 

  

  Business response

  04/04/2024

  It is our desire to thoroughly investigate every claim that is reported to us.  We have had the opportunity to review our claim file.  Subsequently, we have determined that your claim has been paid correctly as claims are filed according to the terms and conditions within the contract that was signed and agreed to.  Under the definition of net payoff, refundable prepaid taxes and fees are not a covered item; and since the taxes were financed within the loan according to the Bill of Sale and are refundable it is not reimbursable by GAP.  In addition, taxes were included in the valuation of your insurance carrier.  We thank you for giving us the opportunity to provide explanation.
  

  Customer response

  04/04/2024

   
  Complaint: 21491664
  
  I am rejecting this response because: I paid taxes at the time I closed on this vehicle. Nothing was financed in my loan for taxes.  I verified this with the dealership rep as well. What I am asking to be covered is the amount still remaining of the loan. My insurance paid the value of my car and the taxes they did not pay are for the replacement car taxes which I have repeatedly advised can have put in writing also by them.  What you state as the reason for not fully paying my loan is not making sense to either my insurance company or the dealership whom I purchased the car from.  Do better. 
  
  Sincerely,
  
  *****************************

  

  Business response

  04/10/2024

  We have had the opportunity to review our claim file and as stated previously your claim was paid correctly. There is no further action needed by gap as your were charged taxes according to your buyer's order/purchase order and those taxes were financed within your loan.  Once the primary insurance carrier releases the additional funds for those taxes, those funds should be sent to lender and applied to remaining balance.  We thank you for giving us the opportunity to provide explanation. 

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been trying to get the refund I am owed since trading my car in September of 2023, I was told when I originally called to check on my refund that the check was mailed to the dealership (***************) and they were mailing it back to you guys and within 2 weeks I should receive my refund check in the mail in the amount of $201 and some odd change. A month goes by and I still had yet to receive my refund so I called, I was transferred 8 different times that day and finally reached a man named *******, he told me that there was no refund because the dealership (*********************** was closed but would submit it to his manager(*****) and see if she could do anything to help but to call back the following Monday for an update. I called that following Monday and was told they had no history of my past calls but was told she would see what she could find out nothing came of this phone call and I was told she might be able to get me $50 some dollars back. I want my full refund and you guys to stop giving me the run around. I only owned this car for less than 2 years.

  

  Business response

  04/09/2024

  Thank you for bringing this to our attention. We have had the opportunity to evaluate the information provided. We received your cancellation from the finance company and your policy was cancelled. Since we only received an administration fee we returned our pro-rated portion back to the dealership, and they in turn returned the fee to you.
  There is a third party that deals with your dealership.  Upon sending the return to them, they advised us that your dealership was closed and so returned our portion back to Nation Safe Drivers along with an additional portion that was held by them.
  We received the funds and had to make the change from your selling dealership to send the check to you at your address. You will be receiving two separate checks from Nation Motor Club;one in the amount of $142.75 Check #****** mailed on 4/8/2024 and the other in the amount of $58.63 Check #****** mailed on 4/9/024.
  We regret that your cancellation experience was mishandled.  Customer satisfaction is something we take very seriously.

  Customer response

  04/12/2024

   
  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

  02/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was in a car accident on January 15th. I had GAP insurance to pay off the loan. This company keeps asking for additional information for them to pay off my lender which is PSECU.

  

  Business response

  03/13/2024

  Thank you for your inquiry.   All required documentation has been received and claim was paid on 3/12/2024 in the amount of $5180.64.  Please see attached for worksheet of payment.   We hope this outcome is favorable and regret any inconvenience that you have incurred. 

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please refer to supported letter and attachments.

  

  Business response

  04/02/2024

  Good afternoon,
  
  I have reviewed OnTrac case ******* and my findings are below:
  
  SO ******** The insured called in for a towing service on 12/11/2023 at 12:05 PM EST for a 2007 **** Econoline.
  *** attempted to pull coverage however couldnt locate roadside coverage with the policy number provided of 3-PAC-1-1864542.
  The insured was located at ***********************************************************************
  The insured was being towed to ****************************************************************************** 
  *** offered the no-coverage program due to coverage not being located with the policy number provided; the insured agreed to proceed. *** connected the insured with ************** and provided the customer with the providers information to setup a cash call.
  SO ******** The insured called in for a towing service on 12/11/2023 at 12:38 PM EST for a 2007 **** Econoline. The insured advised that the reason the previous *** couldnt locate the coverage was because he provided the incorrect policy number. The insured then provided the policy number of 3-PAC-1-2118507 which the *** was able to confirm coverage for.
  The insured advised that he already had a tow truck on the way, however he didnt want to pay out-of-pocket as he found that he does have coverage. The insured advised that the provider is on scene now and that he better be reimbursed. *** provided the customer with the reimbursement information.
  
  
  REVIEW
  
  What is the concern? I am writing to CIG in its recent decision of NOT reimbursing me fully for my ************** invoice receipt of $412.00 as a result of my AutoCard 100 call into the Nationwide Roadside **************************** at ************. After initially place my call to the ************************ they initially told me that they could NOT locate my policy number, but they could reach out to one of their QUESTX towing services within my area, which was ************** and that I would be responsible for paying the invoice directly with **************. And I agreed with that at which point my 1st call to **************** ended. At which point I immediately contacted my CIG Agent and advised me that my CIG AutoCard policy had changed; therefore, I immediately called back the Nationwide Roadside Protection and spoke to a different call center agent (all of which I never received a name) and provided him with my actual new CIG POLICY # 3-PAC-1-2118507. As he was beginning to open up another new case, I explained to him that his company had already dispatched ************** out to my *********** location; at which point as I was still talking to him on the phone ************** had arrived in *********** and began wrenching my **** E250 Van onto his flatbed towing truck. All of which I was telling and explaining to the 2nd advisor whom was processing another subsequent tow; I then told him LISTEN, IM CURRENTLY BEING TOWED, I DO NOT NEED ANOTHER TOW TRUCK DISPATCH, IM CURRENTLY ON THE VINTAGE TOW TRUCK which was processed via the Nationwide Roadside Protection call center on my very first call. **********, I am writing to appeal this decision and respectfully request that CIG Insurance reimburse me $312.00 (which is the delta between my original ************** Invoice of $412.00 minus the recent QUESTX $100.00 I received; please refer to the two attachments. Consequently, I acted in good faith and reasonably relied and expected my CIG AutoCard 100 policy to properly take care and administrative work thru all of the behind the scene issues to fix this matter for its client (ME) after everyone had been advised of my actual AutoCard 100 policy number; as well as the behind-the-scenes QUESTX whom reflected my actual AutoCard 100 policy # onto their actual Remittance Summary page (refer to attached). I understand CIG responsibilities are not to dispatch tow trucks, but they are responsible to reimburse you for towing fees necessitated by an insured peril. Bottomline, I believe that CIGs handling of my claim #******* has all be totally misunderstood and that it is CIGS responsibility to work on its clients behalf in NOT being steamrolled by QUESTX but making a commitment to further reimburse me for a fair and equitable share of whats rightfully owned to me; if NOT $312.00 then Im willing to accept a lesser amount but surely something greater that my original QUESTX $100.00 check. And quite honestly, how did QUESTX ever determine that they were only going to reimburse me $100,00 given my CIG policy number is reference within my reimburse check. From my perspective that all sounds like a scam and somewhat fraudulent in the making between all respective parties but ME. Obviously, CIG have deeper pockets than I; therefore, I am asking CIG to reconsider my dispute by having this matter going to another group within CIG whom deal with ABRITRATION claims like mine and will push forward on my behalf in offering me with a larger financial settlement other than $100.00 as it relates my recently closed claim #*******. Bottomline, how can QUESTX and CIG both refuse to reimburse me for my December 11, 2023 towing claim; which is why Im seeking for further deep-down analysis and arbitration to acquire a larger reimbursement other than $100.00? Please feel free to contact me for any additional feedback and/or continued consultation understanding regarding this dispute.
  What is the root cause of the concern? In review the root cause of the concern is due to the customer providing the incorrect policy number during the initial call resulting in the customer being provided Vintage Towings information for a cash call. The customer later called in however the provider was already on scene. The customer was reimbursed $100 which is the maximum allowable reimbursable amount per Quests contract with ***************** Group.
  How can we prevent this from happening again? And what steps are we taking? As the customer agreed to the quote with the provider we are unable to authorize additional reimbursement. Thank you.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  GAP Policy cancellation submitted via email by dealership (on my behalf) on October 17, 2023. It has been verified that the policy is cancelled. Regardless, no refund has been received. Dealership is able to ascertain that the refund is "in progress." Last spoke with the dealership on 1/24/24; finance officer was going to see what he could do. Seems that a cancellation refund should not take this long. To be clear, GAP contract was signed on December 13, 2022; cancellation refund requested October 17, 2023. Therefore, there should be a decent refund. Address & phone for this company that is on my cancellation form is: ***********************************************************************, **************. Thank you.

  

  Business response

  02/20/2024

  *************************** Member #P8208149
  
  Thank you for bringing this to our attention. We have evaluated the information and have been in contact with all parties involved.  
  Your policy was located and cancelled on 10/19/2023 with a cancellation date of 10/17/2023.
  Nation Safe Drivers sent our prorated administration fee of $159.33 to the *** Broker, ********************, subsequently adjoining their unearned portion of $256.81. A check in the amount of $416.14 will be sent to you at ************************************************************************
  Unfortunately,the ******************** dealership is out of business therefore as a courtesy NSD will be refunding you in a separate check for the dealership portion in the amount of $321.05.
  We regret that your cancellation experience was mishandled, customer satisfaction is something we take very seriously.
  If you have not received both checks within 14 business days,please contact *********************************, Supervisor **************** @ ************.

  Customer response

  02/21/2024

  IMPORTANT: I do not receive mail at my physical address, as noted in the message from Nation Motor Club, LLC. Mail must be sent to:

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

  PO Box 90857
  

  White Mountain Lake, ** 85912

  Until both mentioned checks are received by me, I do not consider this matter closed. Thank you. 

  Customer response

  02/21/2024

   
  Complaint: 21216872
  
  I am rejecting this response because mailing is incorrect. Also, until checks are actually received, I do not have faith in this matter finally be closed. 
  
  Sincerely,
  
  ***************************

  

  Business response

  03/04/2024

  The address we had on file was incorrect. Thank you for providing the corrected address. One of the checks for $321.05 was mailed out on 2/28/24 to the wrong address. We will put a stop payment on that check and mail out a corrected one as soon as possible. As for the other check that was being sent to you for $416.14 it was also sent to the wrong address and we will get this one corrected also. Thank you for your patience

  

  Business response

  03/04/2024

  The address we had on file was incorrect. Thank you for providing the corrected address. One of the checks for $321.05 was mailed out on 2/28/24 to the wrong address. We will put a stop payment on that check and mail out a corrected one as soon as possible. As for the other check that was being sent to you for $416.14 it was also sent to the wrong address and we will get this one corrected also. Thank you for your patience

  Customer response

  03/11/2024

   
  Complaint: 21216872
  
  I am rejecting this response because only one mis-mailed check has been received (receipt today - March 11, 2024). I appreciate Nation Motor Clubs response and am sure the other check will be sent. Regardless, until that second check is received, I do not feel that the matter is closed. 
  
  Sincerely,
  
  ***************************

  

  Business response

  03/20/2024

  In response to the customer's previous message, the check was initially mailed to the wrong address. However, another check was mailed to the correct address yesterday.

  Customer response

  03/20/2024

   
  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. The second check has been received. It is disappointing that no one at the business notice that I HAD entered my **** mailing address on the cancellation form. Regardless, all's well that ends well.

  Many thanks to the BBB for their efforts on my behalf. 

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

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased what is called the tire and wheel protection package from infiniti platinum protection plan which is owned by nation safe drivers when I purchased my vehicle in Aug 2023 from ******************** dealership. When I purchased the plan the salesman **** and finance manager ** explained to me that if I damaged my tire or wheel this package covers me and I dont pay out of pocket. Now that I have had to file a claim on 01/24/2024 due to me hitting a pot hole I was told something totally different. I actually had to come out of pocket with ****** which was also more than the protection company paid. I called infiniti to ask why I had to come out of pocket because I was told when I purchased the plan there is no out of pocket cost when a claim is filed. You cant trick someone to get them to purchase your product and when needed to use the terms are different.

  

  Business response

  02/05/2024

  Thank you for your recent inquiry. We will be reaching out to you to gather more information regarding the claim. Please send us a copy of your proof of payment to *********************************** with the claim number in the subject line. We apologize for the inconvenience with the claim and look forward to being of service.

  Customer response

  02/05/2024

   
  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. I have already spoken to **** and emailed over a copy of my receipt from the *** delearship in *********** as well as a copy of my transaction receipt from my bank. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a vehicle from ****** Chevrolet of Hermitage on 6/18/2020, they sold me a *** policy in the amount of $900.00, I traded this vehicle in August 2023 and submitted cancellation of said *** policy to ***. They mailed the cancellation information to New Dominion on 9/8/23 and I still have not received my refund. I contacted *** who told me to reach out to *************************** at New Dominion Accounting. He was not very responsive and is now retired. I would like to get my refund for the *** insurance I purchased. Would be great if they could refund the entire amount with all the aggravation I have been having to go through just to try to get my refund to me.

  

  Business response

  02/01/2024

  Thank you for bringing this to our attention. We have evaluated the information provided and have been in contact with all parties involved. A Gap policy refund check has been issued in the amount of $407.58. We regret that your cancellation experience was mishandled, customer satisfaction is something we take very seriously.
  

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Towed my car to the wrong location!! I use this roadside assistance through my warranty company Endurance Warranty. I contacted National for a tow only to be advised they couldn't locate my Endurance account (same happened the last time I requested service). Spoke with 3 agents and finally had to have Endurance contact them on 3way to verify info. From there I provided my info including my home address to tow the vehicle. Took nearly an hour for provider to arrive. Gave provider my key and left. Arrived home to find my car wasn't there. Contacted the tow company to find that they were given a completely different address 15 minutes away and the vehicle was towed there. By the time I arrived the resident of that address had called the police and they were about to tow the vehicle. Had to spend over an hour and a half on the phone with National for them to send another tow truck. When I asked the representative from National for their full company name so that I could submit a BBB complaint she lied and stated she couldn't provide the full company name. I had to contact Endurance for this company's info. Absolutely DEPLORABLE service. Their ****************** reps are beyond incompetent. Stay away from doing business with this pack of morons.

  

  Business response

  01/09/2024

  Thank you for your inquiry. You called on 1/2/2024 to request a towing service and when you contacted our dispatch line it appears that the incorrect producer code was entered which resulted in the policy not populating. When you called back and the information was verified, the service was dispatched. Unfortunately, the dispatch agent entered the wrong destination address, causing the service provider to deliver the vehicle to the wrong location however, once we were notified, we re-dispatched a service provider, and the vehicle was picked up and delivered to the correct location. We have been in contact with you to express our apologies and assure you that this has been addressed, also we offered a measure of goodwill in which you accepted. Thank you for allowing us to explain our position. Please do not hesitate to contact us with any ***************. 

*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. ↩