Complaints

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:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially called for roadside assistance around 5:45am and was told someone would be there in an hour. The hour passed i called back they said they were still searching for a company someone would call me back in 10 minutes. No one ever called. I called back for a 3rd time around 8:00am and they told me that someone would be there in 90 minutes at this point I had been sitting on the side of the road with a flat tire 3 hours. And first question they ask is are you safe? I feel you don't really care you haven't sent anyone out to assist me with my ******** was alone. Instead of shopping around for cheaper prices rather than being concerned for your customers. I've been paying this insurance for 2 years; this was my first time using it. This experience helped me realize I'm wasting my money. This roadside assistance company is not for me or you. It's horrible! I will never recommend and ****** Insurance needs to drop them as a client ??. I'm so angry. I had to call another company to assist me after waiting all this time I was supposed to be at work. When I pay for this service with Nation Safe Drivers roadside assistance club

  

  Business Response

  Date: 04/09/2025

  We have repeatedly tried to reach Ms *********** to get a copy of the receipt for reimbursement.  Her voicemail is full and we have had no luck contacting her any other way.  If Ms. *********** can reach out to ********************************* we can reimburse her for her tow.  Thank you.

• Initial Complaint

  Date:03/22/2025

  Type:Sales and Advertising 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.

  On 3.21.2024 my car wouldn't start so I contacted roadside assistance. They kept telling me they would be there in 20 minutes but took 3 hours. When the provider showed up he continuously tried to start my car and even though he had a tow truck he stated he could not tow my car because it would not start. When I told him the whole reason I needed a tow was because my car wouldn't start he was rude and told me it was not my problem before he left me in the parking lot. He had states that I need a different kind of truck, which was information that was not advised to me on the phone. I called the roadside back and they told me that I would have to pay out of pocket for another tow even though it was their error and their service provider who did not provide me the service. She also stayed that she would call me back in 5 to 10 minutes. She never did. I had to call and get another tow truck driver. By then I had been outside almost 4 hours. My roadside did not call me back and even try to send another tow truck until almost an hour later when I had already secured my own tow truck. I am requesting to be reimbursed for the 195 I had to pay out of pocket. My insurance number is *******. That is for Anchor and Nation roadside. There is no reason I had to pay out of pocket when it was their error. I had a bad anxiety attack because during this time my phone my phone was going dead in the parking lot.

  

  Business Response

  Date: 04/25/2025

  We reached out to the consumer on March 26, 2025 to receive a copy of her receipt for $195 in order for us to reimburse her for the tow.  We have not heard anything else from the consumer.  If she can send to me the receipt for her tow to ********************************** I will be happy to get her reimbursed.  Thank you.  I apologize for the delay.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been dealing with them since October. They were forcing me to make car payments on a car that was totaled sitting in a junk yard which costed $1048.00 and now they are only willing to give back $118. We have gave them all the papers they needed at the beginning and it took them months to come up with this conclusion even though they had everything. **** is non refundable and they still kept asking for a sheet that says it was refundable. They should know that it is not considering they work within Gap. The lady on the phone was extremely rude to me by treating me like a child and speaking over me. My mom is the main person on the car but I paid the loan, she signed the car with me, they respected her but not me. I am not a child, I am 25. They had no empathy at all knowing that I got T-boned and was in pain for several days. I want all of my money back.

  

  Business Response

  Date: 03/27/2025

  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 and paid correctly on 3/12/2025 .  Claims are calculated according to the terms and conditions within the contract that is signed and agreed upon.  Please refer to contract provisions under Qualifying Loss (difference between the Net Payoff and the Actual Cash Value.  The Qualifying Loss includes the amount of the physical damage deductible on the Primary Carrier policy up to $1,000).  ************** policy did have a $2,000 deductible, therefore the excess deductible of $1,000 was deducted from calculations.  For your convenience we have included copies of the calculation worksheet and gap waiver.   We thank you for giving us the opportunity to provide an explanation. 

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23057047
  
  I am rejecting this response because:
  
  Sincerely,
  
  Trinity *****

• Initial Complaint

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called my insurance company on Oct 30, 2024 to get a tow to a tire shop. I sat there for over 5hours and no one showed. A passerby asked if I needed help and he took me to a tire shop. On the way back a tow company was taking my car so I rushed back. He started pulling on truck without tires on or keys so my tires were locked and also broken my air pump which was found in ***** along highway. I asked why would he do that if I stated that I had to be with the car. So I contacted vendor support with transfred me to nation safe drivers for damaged vechilces claims. I spoke with someone about two weeks later on Nov *******. Since uploading pics and receipts I havent received any emails or calls back. Every time I call Im told that ****** ****** person handling claim is busy. Today I asked to speak with a supervisor since this has now been 2 months since anyone contacted me. I was told by a supervisor that ******* is the supervisor and only one who can help and that I needed to start process over. This is so unprofessional and wanted to see if there was help from anyone else but got a dead end. So now Im writing a complaint about the lack of urgency or professionalism I have receive being that was my only car and I was out of town and three hours away from my home town.

  

  Business Response

  Date: 02/04/2025

  Ms. ***** received a denial letter with an explanation from Mr. ****** on Wednesday, December 11th via email.  A copy of the denial letter is attached.

  The email stated the following:

  I have concluded my investigation. We are unable to hold the provider liable for damages to your vehicle. Based on photos provided by yourself and the tow provider we cannot verify that the provider attempted to load the vehicle. The tow truck is not visible at the rear in either set of photos. Additionally, the breakdown reason was due to a shredded tire. A damaged, or flat tire, can be the symptom of a bent control arm
  
  This is not to say that the provider did not cause all, or some, of the damage being claimed. Only that we cannot find sufficient evidence to hold them liable. I am attaching a denial letter. Please keep a copy. If you wish to file an insurance claim they may request a copy.
  
  in addition the following information was provided:

  This claim was denied on 12/11. I have attached the email sent to the member which includes the denial letter. The member called earlier, but I was not available. She was instructed to email me. She then immediately called back, requested to speak with me again, and was told to please email me her concerns as I was not available.
  
  
  Member's statement:
  
  
  Member claims that the provider hooked the vehicle on both the rear control arms. No damage to the ** unit or compressor. Vehicle needs to have both control arms replaced and an alignment.
  
  
  When I originally spoke with the member on the phone (11/19), she informed me that a passerby took her to a shop to purchase a new tire (the breakdown reason is listed as a shredded tire). When she returned the provider was in the process of loading the vehicle from the rear. She demanded they release the vehicle which they did. However, the provider states that the member arrived while they were prepping the vehicle to load it and began screaming and using profanity. He eventually left the scene.
  
  
  The provider contacted dispatch at the time of service to inform us.

  To summarize: There is no evidence the provider hooked the vehicle. All available evidence appears to contradict the member's claim, including her own photos. The breakdown reason is consistent with damage caused by a bent control arm. Meaning the issue was most likely preexisting. Additionally, Melissa Smith did not comply with our request to reach out by email. She did not request to speak with a supervisor per ***** Paborito and ***** ********.

   

   

• Initial Complaint

  Date:11/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************* was purchased with the vehicle and the insurance deemed a loss and sent a check to the lienholder back in August 2024. We immediately contacted the gap provider to advise and get the process started. We have yet to get a resolution. We have been told to not pay the monthly car payment because this would be processed and sent to the lienholder and now It has been sent to my credit for being more than 30 days late. This company has not been helpful and continue to give us the run around. It should not take 3 months to process a claim. The insurance has already investigated, closed the case and made payment. I have never had to go through so much to get a claim paid and to have this affect my credit is devastating as I listened to this company who are supposed to be professionals. My credit is extremely important to me and this is not acceptable. I feel like at this point, legal professionals need to get involved.

  

  Business Response

  Date: 11/08/2024

  It is our desire to thoroughly investigate every claim that is reported to us.  Final claim documents were received on 10/21/2024 and claim payment issued on 10/30/2024 to ************** in the amount of $11,587.34.  For your convenience we have attached payment details.   Please feel free to reach out to us if you have any further questions.   We are hopeful this resolution is favorable and regret any inconvenience you have experienced. 

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22517992
  
  I am rejecting this response because: I called on 10/31 and 11/5 and on both occasions I was told that it was still with underwriting and that a decision had not been made. It was suppose to be escalated and a message sent to underwriting regarding the status and we would know something within 48 hours.  I called back on 11/5 which was after the 48 hours and was told no response was rec'd by underwriting and a new message would be sent. Now they are saying it was paid on 10/30 and no one could see this information until after this complaint.  

  Also the issue of my credit report has not been addressed. 

  
  Sincerely,
  
  ****** ******* (simply Chique Llc)

  Customer Answer

  Date: 11/13/2024

  I am on a call currently 11/13 @ 4:37pm est with representative ***** & ***** **** - Team Lead who indicated that the claim went to the underwriter on 10/30 and check was issued on 11/6 which is in contradiction to the info provided in the company's response. I am requesting a copy of the check that was not issued until 11/6.  I made calls on 10/31 and 11/5 and advised that Underwriting had not responded and claim was still in process.  

• Initial Complaint

  Date:11/04/2024

  Type:Order 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.

  Company tries to take advantage of customers and providers. Company hired my company multiple times to service their customers. They paid by credit card by email. Every credit card they ever sent my company they filed a chargeback on. It didn't matter if services were fully completed, with photos, and signatures, or if these were gone on arrival discounted charges where a customer leaves the location before the provider gets there. They just give out the credit card to get the service done and then issue a chargeback just to do it. We learned afterwards that this isn't a one off experience. This is the normal for them. We learned too late. All over the towing forums this company is called out for running this scam on innocent towing companies. Then they move onto the next one. Not sure how these people sleep at night. This is fraud, but they must be so big that they know nothing will happen.

  

  Business Response

  Date: 12/05/2024

  Thank you for brining this to our attention.  We have revamped our payment process and do not expect this to be a problem in the future.  

• Initial Complaint

  Date:10/30/2024

  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 provide roadside assistance services to their insured customers. Upon receiving a call and arriving on scene i realized they sent me underneath her (she was 200 feet above me on a bridge) so i rerouted to her and saved her and requested extra payment for their error and the situation itself where they were broken down. Instead they told me they will look into it then suspended my account and never bothered to even notify me for over a month i have had no knowledge of being suspended.

  

  Business Response

  Date: 11/26/2024

  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the issue raised by the provider regarding the $100 hazard fee. The provider initially requested the fee due to the vehicle being on the highway under an overpass. ****** support requested supporting photos from the provider to verify the hazard, but unfortunately, the provider was unable to provide the requested documentation. As a result, the request for the $100 hazard fee was denied. Following this, the provider threatened to pursue the customer directly for the fee, which prompted vendor support to place the account on hold while the situation was assessed.
  
  
  After a couple of weeks, the provider reached out to me directly. After discussing the matter, we were able to come to a mutual agreement. The provider agreed to accept a reduced fee of $50, rather than the original $100 request. With this resolution in place, the account was successfully reactivated, and the matter was resolved.
  We are pleased that this issue was resolved to the satisfaction of all parties involved, and we continue to value our working relationship with the provider.
  Thank you for your time and consideration. Should you need any further information, please do not hesitate to reach out.

  Customer Answer

  Date: 11/27/2024

   
  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. For future reference Id appreciate a sincere response from them with truthful statements not made up statements but as agreed upon with my overseeing manager on my account ****, regardless their horrible response I agree with the resolution just want to make it clear they could learn to be a bit more truthful with their statements and professional in their responses in the future should a complaint arise again. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:08/14/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 10, I was hit by a drunken driver who is a client of *****. ***** made a Pay out to my vehicle along with Gap with this business but this business has withheld $625.00 from my payoff which caused me a balance with my finance company affecting my credit I am left responsible for $1,390 I did not cause the accident Gap responsibility to cover any Gap to my payoff they failed me I purchase this ************* for a peace of mind and i am not responsible for these charges billed to me I have suffered enough already now they are messing with my credit by putting these additional charges on me I did not occur to the finance company this is not fair

  

  Business Response

  Date: 08/15/2024

  Thank you for your inquiry.  We have reviewed your information and certainly regret that you are not in favor of the outcome.  Your claim was calculated correctly according to the terms and conditions of the Gap Waiver, $6,234.27.   For your convenience we have provided a copy of calculations.  Coverage does not include deductions made by insurance carrier.  We hope this response fulfills your inquiry, we thank you for giving us the opportunity to provide explanation. 

  Customer Answer

  Date: 09/01/2024

   
  Complaint: 22141897
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/07/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2023 we co-signed on a car loan for our daughter and son-in-law. At that time we signed up for and paid for ************* through Nation Safe Drive (NSD). In March 2024 he had an accident; the car was totaled. His car insurance has paid their portion, but *** has done nothing but stall. First they asked for a copy of the Extended Warranty which my son-in-law did not purchase. *** asked for that twice. It took a phone call and an email (sent 10 June) for them to stop requesting a copy of the Extended Warranty. Then *** requested, a copy of the April ******** order which we sent. They requested it a second time. My credit union and I sent copies. They asked a third time. After a phone call we sent, per THEIR request, a letter explaining why there were two different dated purchase orders (my husband, a 100 per cent disabled vet was exempt from paying sales tax.) We sent the letter and another copy of the purchase order on 15 July. Today we received yet ANOTHER request for the two different purchase orders.

  

  Business Response

  Date: 09/03/2024

  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, the underwriter has received your supporting documents and will proceed forward with finalizing your claim based on document submission.  Please allow 3-5 business days for claim worksheet to be emailed.  We thank you for giving us the opportunity to provide resolution. 

  Customer Answer

  Date: 09/04/2024

  Regarding complaint # 22101140.

  Your email mentioned that Nation Safe Drivers have told me  that the underwriters have all documents necessary and will be in touch after a few days. This is the fifth time in as many months I have been told this by Nation Safe  Driver (***).   Each time, after a ten to fifteen day wait, I am alerted by the **************** website (which I have to check to see what the status is on my complaint) that I am asked yet again, for a document they already have and have had since June 2024.  Examples include:

  *** has asked three times for a copy of the Extended Warranty.  We did not take out an Extended Warranty of the vehicle in question.  We have sent copies of the Purchase Order which does not include an Extended Warranty, and called *** to tell them we did not purchase an Extended Warranty.  On 29 August, we were asked again for a copy of the Extended Warranty.

  Asking twice since we filed the original claim  for copies of the Finance Agreement.  We uploaded a copy of the Finance Agreement in June 2024 with the original packet, but were asked, on 28 August 2024 to send a copy of the exact same finance agreement.

   The car was purchased 13 February 2023, payments started June 2023, and the car was totaled in an accident March 2024.  We have been asked twice by *** and their underwriters to provide a payment history (the last time being August 2024) which included all four numbers of the years the payments were made.

  Additionally, we purchased the vehicle 13 Feb 2023. In March 2023 we discovered that in the state of *******, where the vehicle was purchased, a veteran who is 100% disabled was exempt from licensing fees.  We took advantage of this program on 15 April 2023 to save some money.  We have now been asked a grand total of five times by *** to provide the Purchase Order from the purchase on 13 Feb 2023 AND the purchase of the exact same vehicle on 15 April 2023.  No matter how much proof we show *** and their underwriters of the ** program, or how many affidavits we sign they insist we purchased the exact same vehicle twice, fifty-nine days apart and we must provide documentation of each purchase.

  We feel as though Nation Safe Driver is deliberately and fraudulently stalling in hopes that we will give up due to their repeated requests for the same paperwork over and over and over again.  We have made repeated phone calls to ***'s customer service but each time we are put on hold while the **************** representative talks to a "Team Leader."  We are told the Team Leader will get back to us.  No one has ever gotten back to us.  No one has ever contacted us.  Again, we usually have to check the *** Claim site to check the status of our claim to see what paperwork is needed.

  May I also state, for the record, the car was insured by **************. Their underwriters did NOT request multiple copies of a non-existent Extended Warranty; USAA's underwriters accepted the payment histories as is instead of requesting copies with the four digits of the year and **** did NOT request two purchase orders for the same car, in the unrealistic belief that we purchased the same car twice.

  We have supplied *** all requested paperwork and affidavits.  We have supplied *** all supporting documentation.  We just want *** to cease all the stalling tactics and fraudulent requests for documents they already have and simply settle claim.

   

   

   

   

  

  Business Response

  Date: 09/04/2024

  Thank you for the opportunity to review complaint.  Your claim documents were accepted and claim has now been paid in the amount of $12,441.26 (please see attached for worksheet).   In addition, we have included a copy of your buyers order which shows there was a warranty/service contract purchased for $2820.00.  Please refer back to the selling dealership to cancel warranty, and send us copy of warranty refund if it differs from worksheet calculations as we can review for supplement.  We thank you for your patience in this matter.  

  Customer Answer

  Date: 09/05/2024

  This has been my problem with NSD all along?  Is the claim settled according to the document they sent you?  Is the claim still open?  NSD sent YOU a response, but according to the **************** website (the only way I have of communicating with *** the claim is still open, it is NOT settled, but no documentation is necessary.  We have also not received any emails, letters, phone calls or texts.  You have gotten more responses from them than we, the client, have.  Please let us know.

  Customer Answer

  Date: 09/17/2024

  As of today, 17 September 2024, we are still waiting for confirmation from the credit union that the claim has been paid.  When last we checked (on or about 3 September 2024, *** said the claim had been paid, but the ************ said it had not.

• Initial Complaint

  Date:07/05/2024

  Type:Customer Service 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.

  ******************** wasnt as described and i am being charged

  

  Business Response

  Date: 07/09/2024

  Good Morning,

  This complaint has nothing to do with Nation Motor Club.

  Regards,

  Customer Answer

  Date: 07/19/2024

   
  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,
  
  *******************