Complaints

This profile includes complaints for NVP Warranty's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NVP Warranty

  5755 Granger Rd Ste 205 Independence, OH 44131-1455

  
• 

  NVP Warranty

  300 Mulberry St Ste 301 Scranton, PA 18503

  

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:06/11/2025

  Type:Billing 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 paid for a vehicle warranty through this company, and had to utilize the warranty when my transmission went up in my vehicle. Per the mechanic's request, an additional part (condenser) needed to be replaced to ensure that the new transmission wouldn't fail again. The warranty company is refusing to cover the replacement of the additional part, even though it is required by the manufacturer, and is an industry standard knowledge that it should be replaced when replacing the transmission. They refused to let the mechanic purchase the new transmission, and instead used on the warranty company's suppliers, who is negating the fact that the additional part needed to be replaced. After requesting this supplier's information, so that I could confirm this for myself, they have refused to provide the supplier's information, and refuse to cover the cost of replacement of the additional part.

  

  Business Response

  Date: 06/13/2025

  In accordance with your request, we ask that you accept this letter containing important information 
  regarding the complaint submitted by ***** ********* and the vehicle service contract (“VSC”) referenced 
  above.  
   
  A claim was initiated with our office 5/5/2025 for transmission failure. As part of that quote the repair 
  facility recommended replacement of the Air Conditioning condenser as the transmission cooler is 
  integrated to that component. Coverage was authorized 5/5/2025 for the transmission replacement and 
  NVP was requested to provide the unit from a supplier we partner with. As there was no covered 
  mechanical breakdown with the condenser no coverage was authorized. Our office was contacted by ***** 
  ********* 5/30/205 asking about the condenser. At that time our agents explained the recommendation 
  and that there was no covered mechanical break down for us to apply coverage to. We received a call 
  from the repair facility 6/2/2025 stating that the supplier they utilize would require replacement of the 
  condenser when the transmission is replaced. At that point our adjusters confirmed with the supplier NVP 
  procured the transmission from this was not a requirement for the unit being supplier. The supplier 
  utilized by NVP is not the same supplier utilized by the repair facility. We then reached out and 
  communicated to the repair facility that our supplier did not require replacement of the condenser with a 
  transmission replacement. Additionally, as there is no mechanical breakdown we are unable apply 
  coverage to a recommendation.  
   
  An invoice for repair was received 6/6/2025 and payment was remitted to the repair facility. Later that 
  day we were contacted again by Julia Alexander stating the condenser was required to be replaced by the 
  vehicle manufacturer when the transmission is replaced. We requested the documentation to support that. 
  Upon receipt and review of that documentation it was noted that the vehicle must be equipped with an 
  RPO build code of NHT for this to be applicable. The document was also procured by our supplier with 
  the unit we supplied. We confirmed with the vehicle VIN data that the vehicle is not equipped with that 
  option and verified again with our supplier that condenser replacement was not required for the unit 
  supplied. 
   
  We also reached out to our affiliate network Repairpal as this facility is part of our network. They did 
  confirm with the repair facility the condenser was elected for replacement as a recommendation by the 
  contract holder.  
   
   
   
  
  
   
  In summary, we are unable to apply coverage the Air Conditioning condenser as there is no covered 
  mechanical breakdown present to the component and recommendations are explicitly excluded within 
  section 10 of the contract terms and conditions. 
   
  Please find the specific contract terms and conditions related to this matter cited below.  
   
  Under the DEFINITIONS section of the Vehicle Service Agreement, it explicitly states: 
   
        “COVERED COMPONENT(S)” means those items specifically listed under the section relating to 
        coverage You have selected, (or all items except those specifically excluded under Exclusionary 
        and Exclusionary Wrap, respective of Your Coverage), that are original parts on Your Vehicle at 
        the time of its purchase by You or like replacement parts meeting the manufacturer’s 
        specification. 
   
        “MECHANICAL BREAKDOWN” means the inability of any covered part or component to perform 
        the function(s) for which it was designed due to defects in workmanship or materials. 
        Mechanical Breakdown does not include the gradual reduction in operating performance due to 
        normal wear and tear. 
   
  The contract terms state within Section 10. EXCLUSIONS – WHAT’S NOT COVERED: This Agreement 
  provides No Benefits for: 
   
        D. Covered Components which have not experienced a Mechanical Breakdown that a Licensed 
  Repair Facility recommends being repaired or replaced. 
   
         
  We are grateful for the privilege of being *** *********** vehicle service contract administrator and 
  pleased we were able to clarify this matter.   
   
  As always, if *** ********* has any additional questions regarding this claim, our office may be 
  contacted directly by telephone at: ************* 
   
  Sincerely, 
   
  NVP Warranty Claims Department 

  Customer Answer

  Date: 06/13/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The paperwork attached, which came with the transmission they provided, states that any vehicle with a tow package must have this part replaced with transmission replacement. NVP Warranty is claiming that it only pertains to a specific tow package, but that is not specified in the attached document. The response I received when I mentioned this to NVP Warranty was that it was "industry knowledge" that such was the case, and therefore it didn't need to be specified. It is also "industry knowledge" that a condenser must be replaced with transmission replacement. By their own admission of "industry knowledge" the part should be covered without need of specific documentation.
  
  
  
  Regards,
  
  
  
  ***** *********
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 06/13/2025

  Good morning, 

  NVP's response remains unchanged.  As mentioned in the letter, which speaks specifically to the documentation provided in the response and previously provided to NVP, the vehicle is not equipped with the RPO code for that requirement. This was confirmed by VIN and with the supplier of the unit.

  Thank you,

  NVP Warranty Claims Department. 

  Customer Answer

  Date: 07/10/2025

  Date Sent: 6/13/2025 10:59:12 AM
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The paperwork attached, which came with the transmission they provided, states that any vehicle with a tow package must have this part replaced with transmission replacement. NVP Warranty is claiming that it only pertains to a specific tow package, but that is not specified in the attached document. The response I received when I mentioned this to NVP Warranty was that it was "industry knowledge" that such was the case, and therefore it didn't need to be specified. It is also "industry knowledge" that a condenser must be replaced with transmission replacement. By their own admission of "industry knowledge" the part should be covered without need of specific documentation.
  
  Regards,
  
  Julia Alexander

• Initial Complaint

  Date:05/31/2025

  Type:Product 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 2015 Cadillac ATS 2.0T from a dealership in Memphis Arkansas, Elk Car Central. I also purchased a 3 month Powertrain warranty through NVP warranty the same day the car was purchased. The following day as I was driving home the cars temperature gauge started to increase. I pulled over and called a tow truck and had the car taken to the shop to find out what was causing the problem. The mechanic performed diagnostics and concluded the head gasket was blown and provided me with an estimate. The estimate was submitted to NVP and they informed the shop that the repair wasn’t covered if the heads were warped. We did not give the shop permission to move further into breaking down the engine because the mechanic advised us that there was a 99% that the heads were most likely warped. The policy clearly stated that head gaskets and heads are covered. The estimate for the repair was within the limits specified on my policy. Each time I contact this company they give me the run around saying heads are not covered. The car was not neglected and every measure was taken to ensure there was no more damage caused once the car started to overheat. The warranty was purchased with the car having 99860 miles on it and the mileage is now 99999! I barely drove it 200 miles before it broke down and now my claim is being denied. We have tried to contact this company and were transferred to another auto warranty company who informed me that our policy had been red flagged. The reason my policy was red flagged was that my administrator assigned to my policy had multiple complaints of non payment of claims and not approving covered claims. I paid for a warranty from a company that claims to cover all things powerchain, including a blown head gaskets and heads!

  

  Business Response

  Date: 06/02/2025

  
  
  June 2, 2025 
   
  ***** *******  * ******** ********** **********   
  BBB serving Cleveland Area 
  Posted to BBB Online Complaint System 
   
  ******* ******* ******** ******* *********** 
  ***** ***** *** ***** **** 
  ******* ******* ******** ******* ****** ***********  
  ******* ******* *** *** ******* 
  ****** ********* ******** ****** 
  BBB Complaint Case #: ******** 
   
  Dear *****, 
   
  In accordance with your request, we ask that you accept this letter containing important information 
  regarding the complaint submitted by ****** *********** and the vehicle service contract (“VSC”) 
  referenced above.  
   
  The VSC for this vehicle was sold 4/24/2025 at 99,860 miles. The original claim for this vehicle was 
  initiated with our office 05/01/2024 and 100,116 miles at **** **** ****** ** *********. That facility 
  was quoting engine replacement due to overheating concerns. Prior to that, Mr. *********** had 
  contacted our office 4/29/2025 and stated the vehicle was overheating and it had occured Friday 4/25. At 
  the time of the original claim our adjuster discussed the contract terms and conditions to confirm covered 
  mechanical breakdown and any potential exclusions. Customer authorization for tear down was requested 
  to verify the mechanical breakdown present with a covered component.  No further activity occurred on 
  this claim until it was closed 5/15/2025 as the vehicle had moved to a new facility. 
   
  Our office received a call from ******** ******, located in Jonesboro, 5/15/2025. They reported the 
  vehicle had been at their location since 5/2/2025 and initiated a claim for head gasket failure due to 
  overheating. Our adjuster discussed the contract terms and conditions to confirm covered mechanical 
  breakdown and any potential exclusions based on the information reported by that facility and previously.  
  Customer authorization for tear down was requested to verify the mechanical breakdown present to a 
  covered component. 
   
  Mr. *********** called our office 3 times 5/19/2025 and discussed the claim status, the tear down 
  process and his responsibilities per the contract terms. It was expressly discussed twice that warpage is 
  something the contract terms exclude from coverage. 
   
  Currently, there has been no further activity on this claim, and we await completion of tear down allowing 
  us to verify a mechanical breakdown present to a covered component. If that has been completed, then the 
  repair facility needs to contact our claims department as previously discussed with them when the claim 
  was initiated.  
   
  In the event there is a covered component with a failure due to overheating or warpage then that is likely 
  to be excluded. Again, that has yet to be determined at this time. It is our practice to ensure a full 
  discussion of contract terms and conditions related to the situation during any calls or questions about 
  coverage.  
   
  
  
   
   
  Please find the specific contract terms and conditions related to this matter cited below.  
   
  Under the DEFINITIONS section of the Vehicle Service Agreement, it explicitly states: 
   
        “COVERED COMPONENT(S)” means those items specifically listed under the section relating to 
        coverage You have selected, (or all items except those specifically excluded under Exclusionary 
        and Exclusionary Wrap, respective of Your Coverage), that are original parts on Your Vehicle at 
        the time of its purchase by You or like replacement parts meeting the manufacturer’s 
        specification. 
   
        “MECHANICAL BREAKDOWN” means the inability of any covered part or component to perform 
        the function(s) for which it was designed due to defects in workmanship or materials. 
        Mechanical Breakdown does not include the gradual reduction in operating performance due to 
        normal wear and tear. 
   
  The contract terms state within Section 10. EXCLUSIONS – WHAT’S NOT COVERED: This Agreement 
  provides No Benefits for: 
   
        S. Any Mechanical Breakdown or damage caused by bolts, screws, carbon build-up in cylinders, 
  clogged fuel injectors, contaminated fluids, fuel, or lubricants, foreign or unknown materials, coolant 
  blockage, corrosion, detonation, failure to maintain proper levels of lubrication, fasteners, fire, fluid 
  leaks, freezing, improper engine adjustments, improper fuel, coolant, fluids, or lubricants, lack of 
  lubrication, lean fuel conditions, lubricant blockage, nuts, overheating, pinging, pre-ignition, residue, 
  rust, seized or damaged parts due to operation without sufficient coolant, fluid, or oil, sludge buildup, 
  varnish, warpage, water damage, water intrusion, or water leaks. 
   
  We are grateful for the privilege of being Mr. *********** vehicle service contract administrator and 
  pleased we were able to clarify this matter.   
   
  As always, if Mr. *********** has any additional questions regarding this claim, our office may be 
  contacted directly by telephone at: ************* 
   
  Sincerely, 
   
  NVP Warranty Claims Department 

• Initial Complaint

  Date:05/29/2025

  Type:Billing 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.

  Purchased extended warranty. No longer want the warranty the company has not issued me a refund.

  

  Business Response

  Date: 06/10/2025

  
  May 30, 2025 
   
  ***** ********  * ******** ********** **********   
  *** ******* ********* **** 
  ****** ** *** ****** ********* ****** 
   
  ******* ******* ******** ******* *********** 
  Claim Date: N/A 
  Vehicle Service Contract Holder: ******* ******* 
  Selling Dealer: BM Motors  
  Repair Facility: N/A 
  BBB Complaint Case #: ******** 
   
  Dear ***** *******, 
   
  In accordance with your request, we ask that you accept this letter containing important information 
  regarding the complaint submitted by Lynda Leonard, and the vehicle service contract (“VSC”) 
  referenced above.  
   
  Our office was contacted 03/12/2025 to request cancellation. At that time an agent from our cancellations 
  department explained the contract terms and conditions for cancellation. There was no indication any of 
  those conditions had been met then, and to date. no further interaction on the matter has occurred to 
  indicate the conditions have been me. If any of the conditions highlighted below have been met Ms. 
  ******* may contact our cancellations department and will be directed to the selling dealer to initiate that 
  request if conditions have been met.   
   
  Within page 5 of the Vehicle Service Agreement, it explicitly states: 
   
        CANCELLATION: The Administrator may cancel this Agreement if any of the following 
  occur: A. If the Agreement Holder’s vehicle is a total loss or repossessed. B. If the Agreement Holder’s 
  vehicle’s odometer has been non-functional, repaired or replaced without notifying Administrator 
  immediately. C. If the Agreement Holder’s vehicle is used in any manner that would exclude coverage 
  under this Agreement. D. The Agreement Holder has committed fraud or materially misrepresented any 
  fact in connection when entering into this Agreement. In the event of cancellation of the Agreement, the 
  Administrator will retain an amount based on greater of the days in force or the miles driven related to the 
  term of this Agreement. A Forty-Five U.S. dollar ($45.00) service charge will be applicable. In the event 
  the cost of this Agreement if financed, the lender of said financing shall be additionally named on any 
  refund check. If the Agreement Holder’s vehicle is repossessed or a total loss, the lender will be named 
  sole payee on any refund check, and Agreement Holder’s right to receive any refund check will 
  automatically be assigned to the lender. All cancellation requests need to be made from the Agreement 
  Holder’s selling Dealer. In most cases, if there is a refund due, the amount will be processed by the 
  issuing Dealer. 
   
   
   
   
   
   
   
  
  
   
  We are grateful for the privilege of being Ms. Leonard’s vehicle service contract administrator and 
  pleased we were able to clarify this matter.   
   
  As always, if Ms. Leonard has any additional questions regarding this claim, our office may be contacted 
  directly by telephone at: 888-270-5835. 
   
  Sincerely, 
   
  NVP Warranty Claims Department 

• Initial Complaint

  Date:04/29/2025

  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 was sold an extended warranty with my vehicle. It has been 9 month from purchase, I want to cancel my warranty for a pro rated refund. The warranty has not been used for anything at all. The reason I am canceling is because I was lied to and mislead. The dealership told my my warranty would b accepted at any certified mechanic. The closest place my warranty would be accepted is 3 hours away. I have the right to cancel the warranty if I do not want it. I'm asking for a refund of a pro rated portion. The car has not used the warranty at all. I contacted NVP and was told I can't cancel this unless the car has been totaled or repossessed. I have sought legal counsel and have been told I can cancel at anytime for a pro rated refund.

  

  Business Response

  Date: 05/01/2025

  Good morning, 

  NVP's response remains the same as previously provided. The request for cancellation is not within the contract terms and conditions.

  Best
  regards, 
  NVP Warranty

  Customer Answer

  Date: 05/01/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* *******
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:04/07/2025

  Type:Product 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.

  NVP Car warranty states that is covers the HVAC system. However, they are denying a claim for the heater core. By definition "A heater core is a crucial component of a vehicle's HVAC (Heating, Ventilation, and Air Conditioning) system, responsible for transferring heat from the engine coolant to warm the cabin air. "
  Cost of repair is $3216.06 minus $100 deductible.

  

  Business Response

  Date: 04/08/2025

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by Robert Asaro, and the vehicle service contract (“VSC”) referenced
  above.
  A claim was initiated with our office 4/7/2025 by Car Fix Shelby for a clogged heater core. The 4-Star
  contract active on the vehicle is a stated item coverage and does list the heater core within the
  “COMPONENT COVERAGE” section. The repair facility reported the failure as a “clogged heater core”.
  This would not be a mechanical breakdown as defined by the contract terms. Coolant Blockages is also
  explicitly excluded in contract section 10. EXCLUSIONS.:.
  A copy of the VSC for reference is attached along with this letter. In relation to the request for a refund in
  this complaint, the contract allows to cancel for any reason for a full refund if request is made within the
  first 30 days.
  After 30 days, the contract is only eligible to cancel if the car has been declared a total loss by the
  insurance company or has been repossessed by the lender.
  To cancel this contract and request a refund, you must contact the dealer in writing.
  They must fill out a cancellation form in full, sign it, have you sign off on it and send to us for processing.
  4/18/2025 will be the deadline to send that request.
  Please cc: [email protected] with your request to cancel.
  Please find the specific contract terms and conditions related to this matter cited below.
  Under the DEFINITIONS section of the Vehicle Service Agreement, it explicitly states:
  “COVERED COMPONENT(S)” means those items specifically listed under the section relating to
  coverage You have selected, (or all items except those specifically excluded under Exclusionary
  and Exclusionary Wrap, respective of Your Coverage), that are original parts on Your Vehicle at
  the time of its purchase by You or like replacement parts meeting the manufacturer’s
  specification.
  “MECHANICAL BREAKDOWN” means the inability of any covered part or component to perform
  the function(s) for which it was designed due to defects in workmanship or materials.
  Mechanical Breakdown does not include the gradual reduction in operating performance due to
  normal wear and tear.
  Within section 10. EXCLUSIONS – WHAT’S NOT COVERED: This Agreement provides No Benefits for:
  T. Any Mechanical Breakdown or damage caused by bolts, screws, carbon build-up in cylinders,
  clogged fuel injectors, contaminated fluids, fuel, or lubricants, foreign or unknown materials,
  coolant blockage, corrosion, detonation, failure to maintain proper levels of lubrication,
  fasteners, fire, fluid leaks, freezing, improper engine adjustments, improper fuel, coolant, fluids,
  or lubricants, lack of lubrication, lean fuel conditions, lubricant blockage, nuts, overheating,
  pinging, pre-ignition, residue, rust, seized or damaged parts due to operation without sufficient
  coolant, fluid, or oil, sludge buildup, varnish, warpage, water damage, water intrusion, or water
  leaks.
  We are grateful for the privilege of being *** ******* vehicle service contract administrator and pleased
  we were able to clarify this matter.
  As always, if *** ***** has any additional questions regarding this claim, our office may be contacted
  directly by telephone at: ************.
  

  
  

• Initial Complaint

  Date:03/25/2025

  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.

  In October of 2024, I purchased a 2013 Lexus LS460 F sport from ****** **** in Cary, NC. At the time of purchase, I also purchased GAP insurance through NVP Warranty. Unfortunately, on January 21, 2025, the Lexus was hit and is now a total loss. At the time of the accident, the car was under full coverage by USAA. The insurance covered their portion. GAP Insurance received all monthly payments, and the requested paperwork within a timely manner. We have not been able to get in contact with the company. I reached out to the manner John Armstrong with no call back.

  

  Business Response

  Date: 03/25/2025

  Good morning, 

  please find the attached GAP Policy for reference

  We would like to ensure the correct information is being utilized in your attempts to contact the administrator of the policy. The information is located on page 1of the contract.

  Administrator: **** **** ******, ** ******* ***** ****** ***** ***** ******* ** ****** ***** ********

  Qualifying Loss Documentation Fax Number: ***** ******** ****** ****************

  If any issues arise in making contact with the above methods, please call NVP customer service department at ************ *nd we will work to assist in facilitating contact with the administrator

  Customer Answer

  Date: 03/26/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ****** ********
  
  
  
  Consumer emailed the BBB a response:
  
  
  
  I signed my GAP insurance  with a company  called  NVP. On 10/26/2024 I only  signed one paper  for my GAP insurance. The form LAw 553-NC-ARB-e 10/23. Which is the only form I signed for GAP insurance.  I contacted  ******* ***  the lienholder. And they  provided  a GAP insurance  contract  from a company  called Extreme GAP insurance.  Which was also the blank contract that was sent in the reply message  I received yesterday.  It did not have any signatures on it. But had all my information  and the car information  at the top of the form.  The copy I received  from  Capital One has a signature on it but it is not mine.  All my signatures were from a digital pad at anchor auto and they were all the same. 
  
  This morning  I received  an email  from GAP with a screenshot of a NADA. I do not understand what it means or what it is for. They keep  saying that they car is not covered by insurance. I signed a one page GAP insurance contract with NVP that was current.
  
   

  Customer Answer

  Date: 04/01/2025

  Email received by BBB Staff

   

  Good Afternoon  I received  this email from extreme GAP last Friday. When the first  sent the contract it was blank at the bottom no signatures. The top was filled in. Now the bottom has signatures and it the same form they sent to Capital One.  That we received  copies of. With the signature that doesn't  match my other paperwork  from the dealership.  I replied to the email  and haven't  heard anything.

  

  Business Response

  Date: 04/02/2025

  Good morning, 

  NVP requests this be removed from our record as we do not have a policy with this individual however have been able to aid in forwarding the complaint information to the administrator to engage with the person filing the complaint. 

  Please find the attached documents from the administrator along with the information below.  

  "D*** *** ****** **
  
  Please find the attached
  response letter regarding BBB Department Tracking ID ***** ** ****** ********
  dated March 26, 2025.  
  
  Thank you,
  
  
  Tara
  K*******
  Compliance
  
  ** *** ******* * *******
  *******  ************

  

  Business Response

  Date: 04/07/2025

  Good morning, 

  NVP response remains the same as previously stated. 

• Initial Complaint

  Date:02/09/2025

  Type:Product 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 January 2024 I purchased a commercial cargo van through OG Automotive and a two year warranty with NVP Warranty. OG Automotive asked me questions on the NVP application and I answered all of them based on the application.
  Three weeks later I filed a claim which NVP denied based on the fact that the parts were not covered under the warranty.
  In september of 2024 I filed a claim for a transmission, which is covered. NVP denied the claim because they said it was not disclosed that the van was for commercial use, which would have required a $300 surcharge. OG Automotive stated that NVP's agent (who was later fired) told them this was only relevent if there was any ads on the van, which there weren't. NVP used this surcharge (which I was willing to pay) as an out to deny the claim. If needed I have a statement from OG Automotive to back up my claim. NVP also seriously reduced my refund on the warranty. The total cost of the denied repair was $9121.81. They screwed me out of $1000 on the refund as well. I want $10,121.81 from NVP, or I will take them to Magistrate Court.

  

  Business Response

  Date: 02/11/2025

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by **** ******, and the vehicle service contract (“VSC”) referenced
  above.
  Upon review of the contract file, we found 2 claims initiated during the contract time in force. The first
  claim was initiated 02/26/2024 in relation to replacement of an oil filter housing. No adjudication process
  was required as this item was not listed within the coverage section of the contract terms.
  The second claim was initiated 09/18/2024 for replacement if a transmission and radiator. The vehicle had
  traveled 18,030 miles in 249 days. As part of our adjudication process the vehicle was inspected by an
  independent third-party automotive inspector. At that time the inspection confirmed a mechanical
  breakdown present with the transmission and the radiator. Upon review of the inspection and information
  on file, it was determined per a prior conversation with the *** ****** that he “owns a delivery route and
  uses the vehicle to deliver pastries.” This usage is for commercial purposes, which is explicitly excluded
  within the contract terms. Additionally, the optional surcharge “Commercial Use, Package” was not
  elected by the applicant when the contract was purchased.
  Based on this information above the vehicle usage is excluded and coverage would not be eligible on the
  claim referenced.
  After the claim was deemed ineligible our office received a request 09/27/2024 from OG Automotive
  LLC to add the surcharge which was declined.
  Our office then received a cancellation request 10/1/2024 a cancellation quote was provided at that time
  and process was discussed including the required documentation to submit.
  The contract cancellation was processed and refund issued 11/15/2024 per the ******* state disclosure
  terms and conditions upon receipt of the cancellation request documentation.
  The DEFINITIONS section of the Vehicle Service Agreement, it explicitly states:
  “MECHANICAL 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 workmanship or materials.
  “OPTIONAL COVERAGE” means the additional coverage benefit You have
  chosen on the front Application Page.
  “YOU”, “YOUR”, “AGREEMENT HOLDER”, “APPLICANT” refers to the person
  applying for the purchase of this Vehicle Service Agreement.
  Additionally, within EXCLUSIONS of the TERMS AND CONDITIONS the language states:
  This Vehicle Service Agreement DOES NOT provide coverage or benefits for:
  R. Commercial Purposes of any kind, including but not limited to the following: rental,
  taxi, limousine or shuttle, towing, hoisting, road repair operations, contractor, box trucks,
  dump beds, conversion vehicles, vehicles greater than one ton capacity, security
  services, snow plowing, cable or line installation or removal, police or other law
  enforcement services, fire service, emergency services, hauling, hauling for hire,
  construction, job site activities, farming or ranching, unless the respective Commercial
  Use surcharge box is checked
  The OPTIONAL SURCHARGES Section states:
  Commercial Use Package: If You selected and paid for the Commercial Use Package
  surcharge on the application page then coverage will be extended to vehicles used in
  commerce or to generate profit, including but not limited to pick-up and delivery
  service, company pool use, or business travel when the vehicle is used by more than
  one driver, deliveries, route service or repair calls, route sales, inspections,
  examinations, gardening and lawn care, and carrying personal tools to a job site. This
  surcharge will not extend coverage where the vehicle will or could be used in a
  manner that is materially different than a personal use vehicle. This includes, but is not
  limited to, the following: rental, taxi, limousine or shuttle, towing, hoisting, road repair
  operations, contractor, box trucks, dump beds, conversion vehicles, vehicles greater
  than one ton capacity, security services, snow plowing, cable or line installation or
  removal, police or other law enforcement services, fire service, emergency services,
  hauling, hauling for hire, construction, job site activities, farming or ranching.
  At this time we consider this matter resolved as the contract was cancelled and refund issued.
  Regarding this matter, if *** ****** has any additional questions regarding this claim, he may contact our
  office directly by telephone at: 888-270-5835.
  

  
  

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** ******
   
  
  
  
  
  
  
  
   

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  **** ******
  

  Email received by BBB

  I reject NVP Warranty's response and will be filing a complaint with the Magistrate court.
  
  
  
  
  
   

• Initial Complaint

  Date:01/27/2025

  Type:Product 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.

  We called in to obtain authorization for the claim, and NVP initially approved it. However, NVP later decided not to pay us due to the customer canceling their plan with them. We were instructed to contact the customer directly, but we believe this situation is between NVP and the customer, not us. Despite this, we made the call to the customer, but unfortunately, there was no answer. As a result, we are now left with an approved claim but no payment.

  

  Business Response

  Date: 01/27/2025

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by ***** ***** and the vehicle service contract (“VSC”) referenced
  above.

  
  A claim was initiated with our office 01-03-2025 by ** ***** of A+ Plus Auto Centers. The claim was
  adjudicated per the contract terms and conditions and authorization for eligible coverage was provided to
  *** ***** at repair facility 01-16-2025 at 12:15 pm EST. Our office had received a call from the contract
  holder inquiring about cancellation 01-16-2025 at 12:37pm EST and again on 01-17-2025 at 9:55 AM.
  On both calls the cancellation terms were reviewed, and the customer was advised that if the claim was
  paid to the repair facility, then that paid amount is deducted from any refund amount. It was also
  explained if they pay for the repair at their expense and the claim is not paid, they not see a deduction for
  claims paid against the refund amount. The customer was going to call back to confirm their decision on
  paying for the repair or having NVP coverage paid to the repair facility.
  Our office received an invoice for repairs 01-23-2025 which shows a “work completed” date of 1-21-
  2025. Our agent reached out to the contract holder who stated they had paid the repair facility in full for
  the repairs. The claim was closed, and cancellation processed.
  Based on a conversation with *** ***** 01/27/2024 he was made aware of this information and the same
  data points were conveyed. He also sated the customer told them they had cancelled the policy after they
  paid for the repairs.
  *** ***** and A+ Plus auto center would need to pursue the vehicle owner to satisfy the portion of the
  invoice that remains due related to this complaint. Our contract holder was aware of their responsibility
  for those repairs prior to their decision to cancel.
  As always, if *** ***** has any additional questions regarding this claim, he may contact our office
  directly by telephone at: ************.

• Initial Complaint

  Date:01/14/2025

  Type:Product 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 7/15/2024 I BOUGHT A 2011 SUZUKI, W/114317 MILES ON IT. I BOUGHT A CAR WARRANTY FOR 2650 DOLLARS (30 thousand MILES OR 24 MONTHS). THEY SAID I WOULD GET A COPY OF THE WARRANTY IN THE MAIL. NO WARRANTY CAME. I CALLED THEM, AND THEY SAID THE CAR DEALER HAD IT. THEY DID NOT, THEY CALLED, WARRANTY PEOPLE SAID THEY WOULD SEND IT. NO WARRANTY CAME. I CALLED AGAIN, THEY SAID IT WAS COMING. I ASKED AT THAT TIME IF THEY COULD TELL ME IF STARTER PARTS WERE COVERED. THEY SAID IT WAS COVERED. I WAS HAVING TROUBLE WITH THE STARTING SYSTEM. THE CAR BROKE DOWN, AND I HAD TO TOW IT TO THE CAR DEALER TO FIX IT. THEY SAID IT WAS A DOOR BUTTON. NO WARRANTY IN THE MAIL YET. I GOT A RECALL LETTER FROM SUZUKI, TELLING ME THE GAS TANK HAD TO BE REPLACED, ONE WAS IN HIGHLAND, ID. A 100 MILES AWAY. I WENT THERE, BUT WHEN I GOT THERE, THE CAR WOULD NOT START AGAIN AND TAKE A FEW DAYS TO FIX. I HAD TO RENT A CAR TO GET BACK HOME. I HAD TO RENT OTHER CAR TO GET BACK TO PICK UP MY CAR. I HAD TO PAY 991.00 DOLLARS OUT

  

  Business Response

  Date: 02/04/2025

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by ***** ********, and the vehicle service contract (“VSC”)
  referenced above.
  A claim was initiated with our office 10/15/2024 by *** ********’s Deals on Wheels for replacement of
  a theft deterrent module. Mileage at that time was reported at 144,317. At that point it was conveyed by
  our adjuster that 1) the item is not listed for coverage on 5-star contract active on the vehicle. 2) the
  contract was expired by mileage.
  Our office received a call from M** ******** and our agent reviewed on this matter 11/25/24 and the
  same information was conveyed.
  Our claims team received a call from *** ********’s again 11/26/24 and reported the VIN number was
  incorrect and the mileage on the vehicle was 116,287. At that time a Bill of Sale was a requested to
  correct the VIN and photo of the odometer to bring the contract back to active status.
  At the time this letter is being published only the odometer photo has been received. We had replied to the
  email with the odometer photo requesting the remainder of the information. We are still awaiting the
  original signed copy of the bill of sale/buyers order for the vehicle to correct the VIN number. The
  contract should be brought back to active status once that is received and reviewed. That information can
  be submitted via email to ***********************. Please include in the subject line ATTN Ian.
  Regarding the repair invoice attachment to this complaint. Upon review the invoice shows the document
  is dated 11/14/2024 with mileage of 116,060. This conflicts with the claim we received by date and
  mileage reported later at 116287, However, this does not pose an issue in this case. The repair completed
  is for a steering lock assembly. This item is not listed for coverage on the 5-star contract.
  There is no reimbursement per the contract terms for the towing invoice provided. The contract does
  provide roadside assistance and the information to utilize that service is on the contract. There is no rental
  reimbursement eligible as there is no covered repair. This was communicated to M** ******** on another
  call to our office 12/3/2024.
  I will ensure a paper copy is mailed to the address on file and electronic copy of the VSC is emailed to the
  email on file in the VSC agreement photo attached. I do not show prior requests for those documents in
  our records.
  Please find the specific contract terms and conditions related to this matter cited below.
  Under the DEFINITIONS section of the Vehicle Service Agreement, it explicitly states:
  “COVERED COMPONENT(S)” means those items specifically listed under the
  section relating to coverage You have selected, (or all items except those
  specifically excluded under Exclusionary and Exclusionary Wrap, respective of
  Your Coverage), that are original parts on Your Vehicle at the time of its
  purchase by You or like replacement parts meeting the manufacturer’s
  specification.
  Withing the section titled COMPONENT COVERAGE the terms state:
  RENTAL CAR REIMBURSEMENT: In the event that a Covered Repair requires labor
  in excess of eight (8) hours, You are reimbursed thirty dollars ($30) per day for a
  maximum of five (5) days. Proof of rental required. WEAR AND TEAR (SURCHARGE
  APPLIES) All covered parts that were listed for ENGINE, AUTOMATIC
  TRANSMISSION, MANUAL TRANSMISSION, FOUR WHEEL DRIVE (4 X 4) & ALL WHEEL
  DRIVE, STEERING
  We will await receipt of the Bill of Sale/Buyers order to be able to proceed with the corrections.
  We are grateful for the privilege of being M** ********’s vehicle service contract administrator and
  pleased we were able to clarify this matter.
  As always, if M** ******** has any additional questions regarding this claim, he may contact our office
  directly by telephone at: ************.
  Sincerely,
  NVP Warranty Claims Department

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** ********
  
  
  
  
  
  
  
  
    Consumer emailed the response to BBB

   

  I HAVE REPLY ASKED FOR A COPY OF THE NVP WARRANTY THAT I BOUGHT AND THEY HAVE REPEATEDLY FAILED TO SEND ME ONE.  THAT IS WHY I THINK THEY ARE TRYING TO SCAM ME. Could you ask them to send it to me?
  ***** ********* **** ** ****** **** ****** ************* ***

  

  Business Response

  Date: 02/04/2025

  Good morning, 

  The request for a paper copy of the VSC is in progress and being mailed. We have updated our records to include the "LOT 78" portion. An email is also being sent with an electronic copy of the VSC to *********************** which is the email on file in our system.

  Best
  regards, 
  NVP Warranty Claims Department

  Customer Answer

  Date: 02/11/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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. 
  
  
  
  Regards,
  
  
  
  ***** ********
  
  
  
  
  

• Initial Complaint

  Date:12/26/2024

  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.

  I purchased a vehicle and didn’t want the warrant but had to pay for it anyway! I went to use it because the car is having rear differential issues and the dealership sent pictures into this company and they denied my claim! Said it was “normal wear and tear”, the dealership says it’s NOT. I’m at half the mileage it would be considered for that and only have 77000 miles on the car. The dealership I went to said they have never had a warranty company act like this and I beleive it is a scam. I spoke to the “claims manager “ Jason who denied it and keeps denying. I would like this investigated as it is within the parameters of the contract and the dealership (the expert who actually looked at the car) says it isn’t normal. The dealer Where I bought the car a year ago also would not help. I am a disabled woman who needs to get to her Dr appointments and I’m paying on a car with issues that cost thousands to fix and I am within my warranty!

  Customer Answer

  Date: 01/08/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  

  I was told by the guy who sold me the car that I had no choice to purchase this “warranty”, so I did. It is all within the parameters of the warranty and even the expert says this is not normal wear and tear. He also said this is the first time a warranty company has requested a customer pay for a tear down . I am a disabled woman who does not have an extra $1000 for the tear down! This is supposed to be covered under the warranty! It is very strange that the same car dealer who sold me the car, also owns the warranty company and refuses to fix the issue they knew about. This is within the parameters of the warranty, I paid for the warranty and should not have to pay for another step in the process.  I have a recording of the service center stating they didn’t check the car when I asked them to, they only drove it around the block!! I want this covered! 

  
  
  Regards,
  
  
  
  ******** *******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 03/13/2025

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by ******** ******** and the vehicle service contract (“VSC”)
  referenced above.

  
  A claim was initiated with our office 12/23/2024 for rear differential replacement. The repair facility
  reported a grinding noise, binding when making turns, and metal shavings in the fluid. Photos of the
  vehicle and the fluid were requested. The repair facility called that day to follow up and it was determined
  they had misspelled the email. Our adjuster confirmed they had the correct spelling and advised to send
  the photos. Also at that time the adjuster discussed the failure with the service advisor who stated nothing
  had broken, the gears were grinding causing metal shavings. Upon receipt of the photos and review we
  contacted the repair facility to discuss further. Again, the repair facility reported they did not feel there
  were any failed components inside the differential. Just that the gears were grinding and had worn. At that
  point the repair facility was advised of the contract terms and conditions which exclude wear and tear.
  However, we also advised that if they felt there was mechanical breakdown present that was not due to
  wear and tear the customer would need to authorize tear down so that could be demonstrated. This
  information was also explained in a later conversation on 12/26/24 between a claims manager and
  ******** *** **** *******. If a tear down is approved and completed, we would be happy to review the
  findings at that point. Please find the specific terms and conditions related to this matter cited below.
  Under the DEFINITIONS section of the Vehicle Service Agreement, it explicitly states:
  “MECHANICAL 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 workmanship or materials.

  
  “WEAR and TEAR” means the deterioration of a part that occurs naturally over
  time. (Wear and Tear is not covered under this Agreement).

  
  Additionally, within EXCLUSIONS of the TERMS AND CONDITIONS the language states:
  This Vehicle Service Agreement DOES NOT provide coverage or benefits for:
  5. Any conditional mechanical breakdown or damage caused by, but not
  limited to air leaks, alterations or modifications to the vehicle from original manufacturer
  specifications, or not approved by manufacturer, bolts (only covered in conjunction
  with a covered repair), carbon build-up in cylinders, clogged fuel injectors, commercial
  use, contaminated fuel, conversion van components or conversion vehicle
  components, coolant blockage, corrosion, coverage by manufacturer's warranty,
  recall, factory bulletin or any other mechanical breakdown coverage, custom or addon part(s), detonation, drive axle modifications, electrolysis, emissions modification,
  engine modifications, excessive fuel conditions, exhaust system modifications, failure to
  maintain proper levels of lubrication, fasteners (only covered in conjunction with a
  covered repair), frame modifications, freezing, improper engine adjustments, improper
  fuel, improper lubricants, lack of lubrication, lean fuel conditions, lift kits, lubricant
  blockage, nuts (only covered in conjunction with a covered repair), overheating,
  pinging, pre-ignition, residue, rust, seized or damaged parts due to operation without
  sufficient coolant, fluid, or oil, snow removal equipment, suspension modifications, tires
  not recommended by the original manufacturer, transmission modifications, warp age,
  water damage, water intrusion, water leaks, or wear and tear to covered parts or
  components are not covered.

  
  We are grateful for the privilege of being *** ********* vehicle service contract administrator and
  pleased we were able to clarify this matter.

  
  As always, if *** ******* has any additional questions regarding this claim, he may contact our office
  directly by telephone at: ************.