Auto Service Contract Companies
National Vehicle Protection ServicesThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 31 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:06/26/2023
Type:Service or Repair IssuesStatus: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.
6/21/23 REPAIR ON 2013 CADALLIAC ATS REPAIR MOTOR. TOLD US TO GET 3 RECEIPTS SHOWING MAINTIANCE WE DID. THEN *************** SENT OFF TO ENDURANCE THEN THEY WANTED THE **** ON THE INVOICE WENT BACK TO SHOP TO PUT **** ON INVOICE NOW THEY SAID INVOICE IS ALTERED AND WANT EXCEPT AND DENIED THE CLAIM TO FIX MY CAR. MY FIRST TIME USING MY EXTENDED WARRNATY AND THEY WANT FIX. BULL S*** *************** HAVE MY CAR AND SERVICE PERSON WHO WAS WORKING WITH US IS ***** ************ ALSO SAID THEY WERE GIVING HIM THE RUN AROUND ALSO WHEN TRYING TO GET APPROVAL TO FIX MY CAR. I WILL NEVER PURCHASE A NOTHER EXTENDED WARRENTY FROM THEM AGAIN THEY ARE BAD FOR BUSINESS THEY TAKE YOUR MONEY BUT WHEN THINGS NEED TO BE FIX THEY DON'T FIX THIS WAS MY FIRST TIME USING THIS WARRANTY AND THEY DINED MY CLAIME BAD BUSINESS.Business Response
Date: 10/25/2023
*** *** ********* ** ********
**** ******** ** **********
***** ******** ******* ************
*** ****** ** ***** ***** ****
************ ** *****
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*** **** ******
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******* ** *****
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** **** ** *** ********
On December 14th, 2018, Ms. **** ****** was mailed a general advertisement regarding an opportunity to purchase a
vehicle service contract from National Vehicle Headquarters (NVH). Ms. ****** contacted NVH on January 14th, 2019, and
purchased a Service Contract for her 2013 Cadillac ATS. A copy of the contract was mailed to Ms. ****** on January 15th,
2019.
At the time of purchase, Ms. ****** 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 Ms. ****** complaint along
to the Administrator so that his concerns can be addressed and prevented in the future.
On October 9th, 2023, NVH Customer Service spoke with Ms. ****** to further explain the coverage. Ultimately, Ms.
Rascoe was still unsatisfied and decided to proceed with the cancellation of her policy. Ms. ****** was subsequently
issued a prorated refund for her unused coverage. As of the writing of this letter, we believe this complaint has been
resolved.
We do apologize for any inconvenience or negative experience Ms. ****** had with NVH. If Ms. ****** has any further
questions, we encourage her to please contact NVPS Customer Service directly.
***** ****
**** *********
**** *** ********** *******
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*** *********************Initial Complaint
Date:05/12/2023
Type:Product IssuesStatus: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.
National vehicle Protection took my money over a year period without me even getting there service, asked for a refund and they said I used too many miles on my car, what does that have to do with my money.Business Response
Date: 05/30/2023
Hello,
Please see attached our response to complaint # 20051199.
Thank you
Customer Answer
Date: 06/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
********************Initial Complaint
Date:04/24/2023
Type:Service or Repair IssuesStatus: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.
Received ad early April of 2020 for extended warranty for 2017 **** Edge purchased March 21, 2017. Stated in red letters our mfg new car warrant had expired. Offered extended coverage. We chose the Premiumcare with $100 deductible. Cost for 96 mo/48,000 miles was $2193.26. We believed this would extend our coverage to April ****. My husband was terminal at the time and didn't look over details. Had occasion to use policy this spring and discovered they had designated our car as "new" and pee dated the start date back to March 2017 thus overlapping three years of coverage. My husband signed on 4-28-2020 which was a month after mfg warranty expired. Should not have been a "new" car plan but a "used". All I wanted is the three years added to the contract making it run out on ****, not ****. That would be a full 8 yrs from purchase date of extended coverage. They keep telling me the plan was purchased before the mfg warranty ran out. Dates on contract dispute that. Thank you for any help you can give.Business Response
Date: 05/11/2023
We do not have a customer in our system with this last name. Could you please list you husband first and last name?Customer Answer
Date: 05/11/2023
My late husband's name is ********************************* as seen on the contract.Business Response
Date: 05/30/2023
Hello,
Please see attached response to complaint # 19974379.
Thank you
Business Response
Date: 05/30/2023
Googled search terms "national vehicle service contract **** ******** and found a PDF result from ******* **** ESP which matches the image of the contract submitted with this complaint.
Contact information for contract administrator is:
****/Lincoln Protect Headquarters
P.O. Box **** ********, ******** *****
Toll-free number ************
Customer Answer
Date: 05/31/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************Initial Complaint
Date:04/21/2023
Type:Service or Repair IssuesStatus: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 purchased an extended warranty on March 22nd 2023. I called on April 17th 2023 to cancel the policy and I was told that I had to mail a letter with my signature. However I did not have to sign anything to purchase the policy so I do not feel that I should sign anything to cancel the policy and also he told me that the address was on page 9 of the booklet that I received (I submitted a picture of the cancellation part with this complaint), there is no address to send any information on page 9 of the book. I am requesting my money back. I am within my 30 days and I would like to have a full refund.Customer Answer
Date: 05/26/2023
This issue has been resolved & I received a full refund from them.
Thank you
Initial Complaint
Date:01/31/2023
Type:Sales and Advertising IssuesStatus: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 received Several letters of Correspondence and I have contacted the company to stop receiving this, it is for a Cadillac from my deceased husband. Please stop the harassments. I would like no further contact from this business of any kind.Business Response
Date: 02/22/2023
Hello,
Please see our attached response to complaint # *********
Thank you
On December 15th, 2022, and July 12th, 2022, Mr. Dan ***** was mailed a general advertisement regarding an opportunity to purchase a Vehicle Protection Plan.
As of today, National Vehicle Protection Services has not spoken to anyone at this address or phone number. We acknowledge Ms. *****’ request not to receive future correspondence and have updated the household 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 Protection Services, there are many companies nationwide which may send out similar advertisements. Unfortunately, we have no control over those companies.
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.Initial Complaint
Date:12/20/2022
Type:Product IssuesStatus: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 paid $495 on the down plan for the car warranty on November 30th. Then I found another warranty that fit me better but when I went to cancel the warranty the person that answered the phone did everything they could to not tell me how I cancel the service they did eventually tell me how but it was infuriating to have to go through all that when I was told before it would be fine to cancel if I no longer liked the plan and 30 days haven't passed since the down payment so I'm not sure why it was such a problem now I'm waiting for a refund but I'm not sure if I'm even going to get it ??Customer Answer
Date: 01/23/2023
National Vehicle Protection Services has gave me a refund for the down payment of the warranty so everything is resolved this is Jeriah my complaint id is 18619158Initial Complaint
Date:10/27/2022
Type:Order IssuesStatus: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 filed a claim with this company regarding a mechanical Issue I had. This is supposed to be a covered item, but they denied the repair.Customer Answer
Date: 10/27/2022
They say it was a pre-existing condition.Business Response
Date: 01/25/2023
To Whom It May ********
*************************** contacted National Vehicle Protection Services (NVPS) on September 16th, 2022 and purchased the breakdown coverage for her 2011 Chevrolet Avalanche. At that time, ************** 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 did pass Ms. ****** complaint along to the Administrator so that her concerns could be addressed.
The administrator advised that the claim which was filed on October 21st, 2022 was due to a long-term issue which occurred inside of the coverage required waiting period. For that reason Ms. ****** claim was denied due to being a pre-existing condition.
On January 5th, 2023 our *************************** was able to speak with ************** and explain the reason why her claim was denied. ************** was thankful for the in-depth explanation and agreed to keep her coverage active.
At the time of writing this response we believe this issue to be resolved. We do apologize for any inconveniences associated with Ms. ****** complaint and if there are any further questions, we encourage her to please contact NVPS **************** directly.
Customer Answer
Date: 01/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************
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