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:11/21/2023

  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.

  This business will not leave me alone with their spam mail. I have asked not to be sent any more mailers and they continue. This car was totaled and each time I get their mailers it just brings up bad memories. MAKE THEM STOP.

  Business Response

  Date: 11/22/2023

  Please see attached PDF for our response. Thank you!

  RE: BBB Complaint #: 2090000
  
  NVPS Response #: 296WY06797
  
  From: National Vehicle Headquarters
  
  ***************************
  <*************************
  
  ****************
  
  
  
  To: ***********************
  
  PO Box 5952
  
  ********************
  
  
  
  To Whom It May ****************** October 23rd, 2023, *************************** was mailed a general advertisement regarding an opportunity to purchase a
  Vehicle Protection Plan. National Vehicle Headquarters acknowledges Ms. ******* request to receive no further contact
  and has now been placed in our Take Me Off the List status to ensure no future attempts are made.
  
  We apologize for any inconvenience this may have caused. If **************** would like to discuss this matter further, please
  contact our Customer Support Team directly at ************.
  
  
  
  Thank You,
  
  ***************************
  Data and Operations Manager
  (P) ************
  (E) ****************

• Initial Complaint

  Date:11/08/2023

  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.

  SCAM MAILINGS ABOUT CAR SERVICE PLANS

  Business Response

  Date: 11/21/2023

  Please see the attached PDF for our response. Thank you!

  RE: BBB Complaint #: 20844469
  
  NVPS Response #: 300WY01495
  
  From: National Vehicle Headquarters
  
  ***************************
  <*************************
  
  ****************
  
  
  
  To: ***************************
  
  ***************************. D
  
  ******, ********
  
  
  
  To Whom It May ****************** October 27th, 2023, ******************************* was mailed a general advertisement regarding an opportunity to purchase a
  Vehicle Protection Plan. National Vehicle Headquarters acknowledges ****************** request to receive no further contact
  and has now been placed in our Take Me Off the List status to ensure no future attempts are made.
  
  We apologize for any inconvenience this may have caused. If **************** would like to discuss this matter further, please
  contact our Customer Support Team directly at ************.
  
  
  
  Thank You,
  
  ***************************
  Data and Operations Manager
  (P) ************
  (E) ****************

• Initial Complaint

  Date:11/03/2023

  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.

  On 01/07/2019 I purchased and extended vehicle repair warrant through National Vehicle Protection Services with ********* as the company the repairs were to be reimbursed or paid by. On 10/22/2023 I had a catastrophic AC failure with our 2007 Ford Expedition EL. I took the vehicle to a certified mechanic and it was determined the AC was the issue. The mechanic wrote up the estimate for the repairs and proceeded to contact ********* with the quote and explanation of the issues with the AC unit.
  The representative with ********* said none of the repairs were covered by the extended warranty. The representative said the warranty does not cover a catastrophic incident with my AC unit. The representative said its normal wear and tear and not covered.
  None of the parts that were needing to be replaced AC Compressor, Condenser, Evaporator expansion valves, Labor, and charging of the system were covered per the representative. Why did I pay ********* and National Vehicle Protection Service almost $4000.00 to protect my vehicle from major repairs. The representative said they pay for leaks to the system but not a major catastrophic event. I reviewed my agreement and did not see any of the listed items in my estimate as excluded from being repaired.
  Please review the complaint. If not able to open the estimate advise and I will try and attach it another way.

  Business Response

  Date: 11/22/2023

  Please see attached PDF for our response. Thank you!

  *** *** ********* ** ********
  **** ******** ** **********
  ***** ******** ******* ************
  *** ****** ** ***** ***** ****
  ************ ** *****
  ******************
  *** **** ****
  ***** * **** **
  ******* ** *****
  ***************
  To Whom It May Concern,
  On December 14th, 2018, Mr. **** **** was mailed a general advertisement regarding an opportunity to purchase a
  vehicle service contract from ******** ******* ************ ****** *** **** ********* *** ** ******* ***** **** ***
  ********* * ******* ******** *** *** **** **** *********** * **** ** *** ******** *** ****** ** *** **** on January 29th
  ,
  2019 and again on March 18th, 2020.
  At the time of purchase, Mr. **** was given the name of the Administrator which is responsible for the adjudication and
  processing of claims. While NVH does not approve or deny any claims, we have passed Mr. ****’s complaint a**** to the
  Administrator so that his concerns can be addressed and prevented in the future.
  On October 10th, 2023, NVH spoke with Mr. **** to address the nearing expiration of his Vehicle Service Contract and
  there was no mention of any issues with the vehicle at that time. We have since attempted to contact Mr. **** to discuss
  the matter further but have been unable to contact them via phone.
  We do apologize for any inconvenience or negative experience Mr. **** had with NVH. If Mr. **** has any further
  questions, we encourage him to please contact NVPS Customer Service directly.
  ***** ****
  **** *********
  **** *** ********** *******
  *** ************
  *** ****************

• Initial Complaint

  Date:11/01/2023

  Type:Service or Repair 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 receive multiple mailings every month addressed to my name but another tenant apartment, #***, which the tenant has mild dementia and brings mailings to me.They are selling extended car warranty protection and reference ownership of a ****** which I have never owned nor do I own a car. Mailings have no return address. I called the number finally and a woman, working from home, would not give me a company address. I stated I will file a complaint with ** ************************ if I receive another mailing.Please help me stop all future mailings. I searched a local ****** dealership in Aurora, ** and *****************, ** years ago but never pursued a vehicle purchase.Thank you for your help.

  Business Response

  Date: 11/06/2023

  Please see attached PDF for our response - thank ypu!

   

  RE: BBB Complaint #: 20811997
  
  NVPS Response #: 300ZP08323
  
  From: National Vehicle Headquarters
  
  770 **************************
  
  ************ ** 63005
  
  ************************************
  
  
  
  To: *******************
  
  ************************** 510
  
  ********************, ******** 60174
  
  **********************
  
  
  
  To Whom It May ****************** style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">
  On October 27th, 2023, *********************** was mailed a general advertisement regarding an opportunity to purchase a
  Vehicle Protection Plan through National Vehicle Headquarters. On November 1st, 2023, ************** contacted National
  Vehicle Headquarters by phone requesting that her name be removed from our mailing list. Per the request set forth in
  the customers complaint, we have placed them in our Take Me Off the List status to ensure no future contact attempts
  are made.
  
  We apologize for any inconvenience this may have caused. If ************** would like to discuss this matter further, we
  encourage her to please contact our Customer Support Team directly at ************ during normal business hours.
  
  
  
  Thank You,
  
  ***************************
  Data and Operations Manager
  (P) ************
  (E) *******************************

  Customer Answer

  Date: 11/07/2023

  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. Should I receive future print mail solicitations I will pursue complaint again.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:10/31/2023

  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.

  I purchased a protection policy from them around June. I paid a $350 deposit then 225 a month for about 4-5 months. First time I file a claim they give me an around about getting the claim approved. After they came out to inspect the requested repairs they approved it but only approved for about half of what the repair cost so after I pay my $100 deductible Id still be responsible for over $700 for the repair. Then my wheel bearing goes and its not even covered so I had to pay that out of pocket. I decide to just go ahead a cancel the policy considering they paid for no work to be done and Ive paid over $1400 into the policy. When I try to cancel they tell me I have to hand write a letter explaining why Im canceling and to sign the paper. He tells me this is the only way to cancel my policy but after I give him some push back and ask if I cant just esign a document of email a picture he tells me I can email a picture. So now its been about 2 weeks since I cancelled and now hes telling me itll take up to 30 days to refund me. I have a email from the company telling me this process will only take 2 weeks which is why Im filing this complaint.

  Business Response

  Date: 11/06/2023

  Please see attached PDF for our response - thank you!

  RE: BBB Complaint #: 20806239
  NVPS Response #: 076WP00785
  From: National Vehicle Headquarters
  ***********************************
  ****************************
  ****************
  To: *************************
  **********************************************************************************
  To Whom It May ************************************* contacted National Vehicle Headquarters (NVH) on April 11th, 2023, and purchased a vehicle service
  contract for his 2018 Chevrolet Tahoe. At that time, **************** was given the name of the Administrator which is
  responsible for the adjudication and processing of claims. Our records indicate the physical contract including terms and
  conditions listing cancellation procedures was delivered to the residence in **********, **** on April 24th, 2023.
  On October 10th
  , 2023, **************** contacted NVH asking to modify the date of his upcoming payment to October 20th
  ,
  2023, and our representative was able to complete Mr. ******* request. On October 18th, 2023, NVH received a voicemail
  from **************** after hours requesting cancellation of his policy. That day, NVH followed up with the customer by phone,
  and after discussing his concerns, **************** decided to proceed with the cancellation of his policy. At that time, our
  representative reiterated to **************** the cancellation procedures listed in the contract, which in the Policy states To
  cancel this Service Contract, either return to the Vendor to complete and sign the cancellation form or mail written notice
  to the Vendor of Your election to cancel this Service Contract.
  On October 19th, 2023, NVH received and processed Mr. ******* letter of cancellation. On October 31st, 2023, ****************
  contacted NVH with his updated mailing address for the check to be sent, and the information was updated in our system.
  On November 1st, 2023, the refund check was mailed to the address on file.
  Since Mr. ******* request for cancellation and a pro rata refund have both been completed, we believe all stated issues
  to be resolved at this time. We do apologize for any inconveniences with this issue. If **************** has any further questions,
  we encourage him to please contact our Customer Support Team directly at ************ during normal business hours.
  Thank You,
  ***************************
  Data and Operations Manager
  (P) ************
  (E) *********************

  Customer Answer

  Date: 11/07/2023

  The response sounds good I havent received the check yet so i will respond with full satisfaction when it arrives and I receive it

  Business Response

  Date: 11/21/2023

  Please see attached PDF for our response. Thank you!

   RE: BBB Complaint #: 20806239
  NVPS Response #: 076WP00785
  From: National Vehicle Headquarters
  ***********************************
  ****************************
  ****************
  To: *************************
  **********************************************************************************
  To Whom It May *************** ******* refund check was issued and mailed to ******************************************* on November 1st, 2023,
  and as of todays date, the check has not yet been cashed or returned to our office. Should there be any questions or
  concerns please contact our Customer Support Team directly at ************ during normal business hours.
  Thank You,
  ***************************
  Data and Operations Manager
  (P) ************
  (E) ****************

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After I post this here I will again file another *** Complaint. How they have obtain my information or that I purchased a vehicle would be the answer I would like to know. Only those who knew would be the State of IL, the dealership, my credit card transaction seeing a warranty purchase and myself. There was no financial entity involved.
  I recently purchased a vehicle in Moline, IL and ever since then this company has been sending me cards and now letters with deceptive appearances that they are somewhat connected to ****** or they are about to cancel my warranty because I have not contacted them. Many have been deceived and if you call this number on the letter during different times of the day the representative actually sounds rather impaired and snarky; almost as they are drunk playing deceptive games. They will never give the physical address, however; I got it here only information I obtain was they were near St. Louis. They will not give me the address or of the signer of their sent document or have him call me. I filed a *** complaint and will again.

  Business Response

  Date: 10/16/2023

  Response is included in the attached document.

  RE: BBB Complaint #: ********
  NVPS Response #: **********
  From: National Vehicle Headquarters
  *** Spirit of St Louis Blvd
  Chesterfield, MO *****
  ****************
  To: ***** *****
  **** Moraga Way
  ********* ** *****
  Daytime Phone: ************
  E-mail: *********************
  To whom it may concern,
  Ms. ***** ***** was mailed a general advertisement regarding an opportunity to purchase a Vehicle Service
  Contract with National Vehicle Headquarters on September 19th, 2023. After receiving this correspondence, we
  have placed Ms. ***** in our ‘Take Me Off the List’ status to ensure no future contact attempts. We apologize
  for any inconvenience this may have caused. If you would like to discuss the matter further please contact us
  directly at ************.
  Thank You,
  **** *********
  Data and Operations Manager
  (P) ************
  (E) d********************

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On or about February 2021, my husband and I purchased an extended vehicle warranty from National Vehicle Protection Services (NVPS) for our 2016 GMC Acadia. We paid a total amount of $5,640.00 for the "Ultimate Plan". The balance of the insurance plan is paid in full.
  
  On August 21, 2023 I took the car in for repairs, because I was hearing a clunking sound coming from what sounded like the right wheel area. I took the car in for service at Auto Nation Chevrolet (ANC), in Doral, FL.
  
  The mechanic diagnosed several issues and advised that in order to fix the issues certain parts needed to be replaced. ANC summitted the detailed claim (Reference Claim number: *******) to NVPS.
  
  Today is September 21, 2023. To date I still do not have my vehicle. I have called numerous times to speak with Representatives from NVPS, I keep getting the run around, and transferred from department to department without any results.
  
  Every time I speak to some one, they ask for something additional, or that it be sent to different people. The representative from ANC has provided them with all the documentation they have requested. The latest person from NVPS I have been in contact with is ******* ****** (******************); I have a email chain of all communications with NNVPS that I can provide you upon demand.
  
  The parts that need replacement in my vehicle are the "Steering Gear Assembly" and "Steering Gear Bushing"; these are extremely important parts for not only my safety, but for the safety of other motorists; if these parts fail while I am driving I will lose control of my vehicle and can cause not only harm or death to myself, but to other drivers or pedestrians. At one point during this back and forth, one of the representatives of the National Vehicle Protection Services by the name of Coleen told me (on a recorded line) that they would only cover the repairs to these parts when they fail.
  
  I have been without my car for a month. I need the repairs to be done.

  Business Response

  Date: 10/09/2023

  Hello, 

  Please attached response to complaint # ********. 

  Thank you
  

  Customer Answer

  Date: 10/17/2023

  To whom it might concern: 

  Please be adivised that I reject the company's reply and action to my complaint.  According to the contract, and in accordance with the "Ultimate Coverage Plan". the parts that were requested to be replaced are "Covered". Their contract do not specify at any point that parts are partially covered.  National Vehicle Protection Services, still owes me $460.00 that were not covered. Two of the parts that were replaced in my car 1. LKQ Gear $452.00 charged to me, NVPS covered $172.95

  2. Hose $100.04 charged to me, NVPS covered $25.99

  I was just able to pick up my car from the dealer after all the delay cause by this company.  I really appreciate your help with this matter. 

  ***** T. *********

  ***********

   

  Customer Answer

  Date: 10/17/2023

  To whom it might concern: 

  Please be adivised that I reject the company's reply and action to my complaint.  According to the contract, and in accordance with the "Ultimate Coverage Plan". the parts that were requested to be replaced are "Covered". Their contract do not specify at any point that parts are partially covered.  National Vehicle Protection Services, still owes me $460.00 that were not covered. Two of the parts that were replaced in my car 1. LKQ Gear $452.00 charged to me, NVPS covered $172.95

  2. Hose $100.04 charged to me, NVPS covered $25.99

  I was just able to pick up my car from the dealer after all the delay cause by this company.  I really appreciate your help with this matter. 

  ***** T. *********

  ***********

   

   

  Customer Answer

  Date: 10/17/2023

  To whom it might concern: 

  Please be adivised that I reject the company's reply and action to my complaint.  According to the contract, and in accordance with the "Ultimate Coverage Plan". the parts that were requested to be replaced are "Covered". Their contract do not specify at any point that parts are partially covered.  National Vehicle Protection Services, still owes me $460.00 that were not covered. Two of the parts that were replaced in my car 1. LKQ Gear $452.00 charged to me, NVPS covered $172.95

  2. Hose $100.04 charged to me, NVPS covered $25.99

  I was just able to pick up my car from the dealer after all the delay cause by this company.  I really appreciate your help with this matter. 

  ***** T. *********

  ***********

   

   

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business sends false advertising to innocent consumers. They do not put their business name on the offers they send out. I called the *********** phone number and they said the company name was Vehicle Services NPS. They will not tell you the physical address because they know they are a scam. I did not purchase anything from them because I can recognize a scam but someone else may not be so lucky. They should not be allowed to send out advertisements to the general public if they cant even put their company name on them. How is this legal? Its literally like a legal scam.

  Business Response

  Date: 10/18/2023

  Please see the attached PDF for our response. Thank you!

  *** *** ********* ** ********
  **** ******** ** *************
  ***** ******** ******* ************
  *** ****** ** ***** ***** *********
  ************* ******** *****
  ****************
  *** ******* *************
  **** ** **** *****
  ******* ******** *****
  To Whom It May Concern,
  On October 22nd, 2022, Ms. ******* ************* was mailed a general advertisement regarding an opportunity to
  purchase a Vehicle Protection Plan.
  As of today, National Vehicle Headquarters has not spoken to anyone at this address or phone number. We acknowledge
  Ms. *************’s request not to receive future correspondence and have updated the file to a ‘Take Me Off the List’
  status to ensure no future contact attempts are made.
  While we can stop future advertisements from National Vehicle Headquarters, there are many companies nationwide
  which may send out similar advertisements. We apologize for any inconvenience this may have caused. If Ms. ************ would like to discuss this matter further, please contact our Customer Support Team directly.
  Thank You,
  **** *********
  **** *** ********** *******
  *** ************
  *** *********************

  Customer Answer

  Date: 10/19/2023

  ********** ********
  
  
  
  I am rejecting this response because:
  
  
  
  I did call the customer service number listed on the letter I received.  So you are not being truthful.  I did have a logged conversation with someone and I asked them what the name of this business actually is (since there is no name at all listed on the letter/offer).  It is dishonest to send out these so-called "offers" if you can't even tell people the name of your business - you still have not given a valid reason WHY the name of the business is not seen anywhere on these offers.  Is that even legal?  If consumers could see your name/logo, they could look it up and see all of the complaints logged against it.  I have not made this complaint for myself, I have made it for all of the people out there who might fall into this "offer" and end up paying money to a dishonest company.  
  
  
  
  Sincerely,
  
  
  
  ******* *************

  Business Response

  Date: 10/25/2023

  R** *** ********* ** ********
  
  **** ******** ** ************* * **********
  
  ***** ******** ******* ************
  
  *** ****** ** ***** ***** *********
  
  ************* ******** *****
  
  ****************
  
  
  
  *** ******* *************
  
  **** ** **** *****
  
  ******* ******** *****
  
  
  
  To Whom It May Concern,
  
  Upon further investigation, we were able to locate another file in our system listed only as “******* *********”. Under
  this record, a general advertisement was mailed to the home in Aurora Colorado on August 31st, 2023. Ms. *************
  did in fact contact National Vehicle Headquarters on September 13th, 2023, and spoke with our representative who at that
  time placed Ms. ************* in our ‘Take Me Off the List’ status ensuring no future contact.
  
  National Vehicle Headquarters is a brokerage that handles service contract sales and support for numerous dealership
  groups and administrators across the United States. Our name is included with every marketing attempt and explicitly
  states “All policies are through National Vehicle Headquarters”.
  
  We apologize for any confusion this has caused but have taken steps to ensure that future marketing attempts have ceased
  and will not continue from National Vehicle Headquarters and that secondary files will not be created due to the variation
  in the last name. Again, Ms. ************* would like to discuss this matter further, please contact our Customer Support
  Team directly.
  
  
  
  Thank You,
  
  **** *********
  **** *** ********** *******
  *** ************
  *** *********************

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair 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.

  When my car starter needed replaced , National would only pay for a remanufactured part. My service advisor told National that this part is unreliable as they had several customers who had issues with this part and had to have the repair repeated. He received verbal approval for the ***** part and then authorized the repair. When the paperwork came through from National, they had changed the approval back to the remanufactured part so the cost was passed on to me. I picked up my car on Wednesday, July 19th.
  
  I called National to cancel my warranty on Friday, July 21 as I feel that they are an unethical company. The customer service agent told me to hold off and that she would investigate and call me back. I did not hear from her and called again on Monday, July 31. She informed me that my case was still "open" as the repair had not yet been approved or denied. I just confirmed with my Mazda advisor that the claim was paid by National. I feel that they are stalling and not wanting to give me my money back.

  Business Response

  Date: 10/18/2023

  Please see attached PDF File for our response.

  RE: BBB Complaint #: 20402567
  
  NVPS Response #: 109TN00740
  
  From: National Vehicle Protection Services
  
  770 ***********************
  
  ************, ** 63005
  
  **************************
  
  
  
  To: ****** Kong
  
  917 ****************
  
  ******, ** 28173
  
  
  
  To Whom It May ****************** style="color: rgb(0, 0, 0); font-family: Verdana; font-size: 11px;">
  
  
  Ms. ***************** contacted National Vehicle Protection Services (NVPS) on May 11th, 2022, and purchased the
  service contract for her 2013 ***** CX9. At that time, Ms. **** was given the name of the Administrator which is
  responsible for the adjudication and processing of claims. While NVPS does not approve or deny any claims, we attempted
  to assist with the claims process and have since passed the complaint along to the Administrator so that **************
  concerns can be addressed directly.
  
  After advising Ms. **** on the claims process after receiving her message, Ms. **** ultimately chose to proceed
  with the cancellation of her vehicle service contract and has since been issued her refund. At the time of writing this
  response we believe this issue to be resolved. We do apologize for any inconveniences and if there are any further
  questions, please contact our **************** team directly at ************ during normal business hours.
  
  
  
  Thank You,
  
  ***************************
  Data and Operations Manager
  (P) ************
  (E) *******************************

  Customer Answer

  Date: 10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. After enlisting the help of the ************************* of ********, I was able to cancel my policy.

  Thank you to the staff of the Better Business Bureau for your assistance in this matter.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:07/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 10th our Audi Q5 needed repairs because the car would take forever to start, especially in the heat. We needed a new fuel pump and the warranty company wouldnt cover it because they said it didnt fail to start. Thats ridiculous because we were proactive to replace the fuel pump rather than not be able to start it? It cost $900 to replace it and bring it up to proper use.They should have covered it and they refused.

  Business Response

  Date: 10/25/2023

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  To Whom It May Concern,
  
  
  
  Mr* *** ***** contacted National Vehicle Headquarters, Inc. (NVH) on August 6th, 2021, and purchased a Service Contract
  for his 2017 Audi Q5 on behalf of Audi of Fort Myers, for whom NVH handles the renewal and activation of long-term
  Vehicle Service Contracts. At the time of purchase, Mr. ***** was given the name of the Administrator which is
  responsible for the adjudication and processing of claims.
  
  On June 26th, 2023, Mr. ***** contacted NVH Customer Service to inquire about further details on a recently filed claim.
  While NVH does not approve or deny any claims, we contacted the Administrator, Endurance Dealer Services, to better
  assist Mr. ***** in understanding the outcome of the claim. It was explained at that time the requested components
  were not shown to have failed and therefore were not eligible for coverage under the service contract. Per the terms and
  conditions, Page 1 of 8, “Breakdown means the inability of any Covered Part(s)or component(s) to perform the function(s)
  for which it was designed due to defects in material or workmanship. The manufacturer has established tolerances for the
  express purpose of defining mechanical Breakdown and serviceability; when a Covered Part exceeds these manufacturer's
  tolerances, a Breakdown will be considered to have occurred”.
  
  On October 23rd, 2023, NVH spoke with Mr. ***** to discuss this information and confirm understanding of the outcome.
  After speaking with NVH, Mr. ***** chose to keep his extended service contract and we believe this issue has been
  resolved. We do apologize for any inconvenience or negative experience Mr. ***** had throughout this process and if
  there are any further questions, we encourage him to please contact NVH Customer Service directly at ************.
  
  
  
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