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:07/09/2025

  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 purchased a vehicle and received a 3-month, 3,000-mile warranty from the dealership through this company. I am now 6 weeks into the warranty, and the transmission is failing. They refused to provide a new transmission and only offered a used one instead. The type of vehicle I purchased has a history of transmission issues, so getting a used one is not ideal.I contacted the company to speak with someone who could assist me. When I spoke to the customer service representative, she informed me that their policy allows for the use of used parts, but when I asked her to show me where this is stated in the contract, she was unable to provide any evidence. She then claimed that because I am close to the end of the warranty, they preferred to provide a used transmission. I pointed out that I am actually only halfway through the warranty. Since she could not offer any further assistance, I requested to speak with her manager, but she told me that wasnt allowed. I then asked to speak with the adjuster who decided I had to accept a used transmission, but she said that was not permitted either. Instead, I was told that I would need to have the repair shop contact the adjuster on my behalf.After exhausting all options, I have come to terms with the fact that I am stuck with a used transmission. However, I've been informed that they will not cover the full cost of replacing the transmission, leaving me to pay additional out-of-pocket expenses due to labor costs.

  

  Business Response

  Date: 07/11/2025

  To whom it may concern:

  Thank you for forwarding Mr. ********* comments to us.

  National Auto Care has authorized Mr. ********* repairs in the amount of $4,918.04.

  Here is a breakdown of what was paid:

  Parts: $2,963.27 - Labor: $1,920.30.911.1hrs).

  If there is additional labor needed to install the Transmission, please have the repair facility contact our *********** for review.

  *** ****

  National Auto Care

  Customer Answer

  Date: 07/15/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23576546
  
  I am rejecting this response because: they are using the transmission out of a totalled vehicle. This is unacceptable.
  
  Regards,
  
  **** *******

  

  Business Response

  Date: 07/15/2025

  To whom it may concern:

  Per Section 2 of the Limited Warranty:   This Limited Warranty provides for payment or reimbursement of costs authorized by the Administrator to repair or replace any Mechanical Breakdown of covered part(s) which are not listed in the Exclusions section of this Limited Warranty, less any applicable deductible amount, in accordance with all the terms and conditions of this Limited Warranty.

  National Auto Care has met the terms of the Limited Warranty by sourcing a Transmission and paying the repair facility for their time/labor to install the Transmission.

  If the repair facility is needing additional labor time for this repair, please have them contact our *********** to discuss.

  Thank you,

  *** ****

  National Auto Care

• Initial Complaint

  Date:07/08/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is THE ABSOLUTE WORST! I have a platinum level *************** Agreement for my RV with an added RV Windshield warranty protection. The original extended warranty company was Open Road but is now covered by National Auto Care.I got my broken windshield replaced in February '25, sent in all the required reimbursement paper work immediately, weeks go by and no response. I call the customer service number to find out that the email address for claims reimbursement is no longer in use. Where did my original reimbursement go? Who knows! So I resubmit the reimbursement to the new email given with the new reimbursement form they provided only to find out that the new email address can't be found. So I contact CS, they have me email my paperwork to them and tell me they'll move it up the chain. Weeks go by, nothing! Now I'm getting mad. This time I send all of the reimbursement paperwork with **** Certified Mail to their *********, **** address and stop using their dead end email and phone numbers. Weeks go by, guess what? Nothing! Back to the phones and emails, guess what? Nothing! I have literally lost count of the number of customer service people I have talked to or emailed since this fiasco started but it's well over two dozen times. I/We have submitted and resubmitted paperwork and updated info as each of these customer service people have requested and yet, here we are on July 6, 2025 and I still, STILL!!! do not have a refund for the windshield that we paid for 5 months ago out of pocket because , get this, the windshield company had been burned too many times by companies like this for non-payments and refused to do warranty work. No kidding?! At this point the $1800 windshield warranty has been a colossal waste of money. I can't not recommend this company enough. If I ever buy an RV and am asked by the dealer if I want to buy an extended warranty I will make sure it's not provided by this company.

  

  Business Response

  Date: 07/11/2025

  To whom it may concern:

  I reviewed this claim and authorized the claim payable to the customer.

  Please allow 7-10 business days for the check to arrive.

  *** ****

  National Auto Care

  Customer Answer

  Date: 07/11/2025

  [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 accept the business's response to resolve this complaint. I appreciate your help in resolving this matter, this is something that should not have taken five months to resolve without involving the BBB.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:07/03/2025

  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 dropped off my 2019 **** F150 on May 13th, 2025 at a repair shop. They called in the claim to ********* on 5/13. Since then the claim handling has been beyond unacceptable. I have made calls to easy care on 5/13, 5/19, 5/20, 5/21, 5/22, 5/29 all relating to the claims status each time being told different contradicting updates. On 5/30 i was told that the claim was approved for a replacement Transmission which was ordered and shipped to arrive 6/4 the latest. On 6/4 ********* advised that the part was in transit would not provide a tracking number. After escalating the call they determined that the Transmission was not shipped. A Claims manager agreed with me that there was some miscommunication and mishandling on their end and agreed to reimburse additional rental time beyond what the coverage allowance of 6 days. At that point the repair shop and ********* worked out a different deal in which they agreed to rebuild my transmission because the part was going to take too long to arrive. After all the back and forth my vehicle was completed and returned to me on 6/10. It took the repair shop 4 Business days to fully repair and return my vehicle. It took ********* May 13th to June 4th to figure out the best course of action with the repair facility and many phone calls and escalations to managers. On 6/12 I emailed ********* the full rental invoice for $2035.97 for reimbursement. On 6/24 i called and was told the reimbursement was not processed. I had to escalate the call to a manager who guaranteed that the invoice would be processed for on 6/24 for a check of $720.00 reimbursing 18 days. They accepted delays on their end and added 12 days to the coverage allowance. The check was supposed to go out same day or the following tuesday 7/1. Today 7/3 I called ********* was told by **** in escalations that due to human error the payment was not processed. I am seeking reimbursement of the full invoice $2035.97 due to all the misleading and mishandling of the claim.

  

  Business Response

  Date: 07/07/2025

  To whom it may concern:

  Thank you for forwarding the customers comments to us.  We will contact the customer directly to address their concerns.

  *** ****

  EasyCare

  Customer Answer

  Date: 07/07/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23554623
  
  I am rejecting this response because: my concerns have not been addressed. I received a voicemail from April from ********* stating the reimbursement has been taken care of and the check is now being mailed today. I guess it actually didnt need to wait until tuesday. No one is actually addressing my concerns or all the time wasted reaching them for this long. Also, the voicemail does not address the amount being reimbursed. This message proves that i have been deceived all this time being told that payments could only be made on tuesdays. Now that i am offcially complaining they are able to issue payments on Mondays?  

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

  

  Business Response

  Date: 07/09/2025

  To whom it may concern:

  ******** has issued a check to the customer in the amount of $825.00 for 18 days of Rental.

  Please allow 7-10 business for the check to arrive.

  *** ****

  EasyCare

  Customer Answer

  Date: 07/14/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23554623
  
  I am rejecting this response because: ********* has not reached out to address anything with me. To this day I have not received the payment. They are showing no sense in urgency in this matter. Perhaps the payment couldve been expedited. I am also seeking further compensation for the delays and mistakes in order to make this right. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:05/14/2025

  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.

  National Auto care refused to fix my car after stating they would cover it and now Im stuck paying the bill.

  

  Business Response

  Date: 05/16/2025

  To whom it may concern:

  Thank you for forwarding Ms. ********* comments to us.  We will contact Ms. ******* directly to address her concerns.

  *** ****

  National Auto Care

• Initial Complaint

  Date:05/11/2025

  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.

  Purchased a used ****** 4Runner 11/2023 from **** ******.purchased an extended warranty through National Auto Care. I purchased the highest most extensive warranty paid in full along with the vehicle. January 2024 cargoes in the shop for a back glass and window motor get the car out 1/9/2024 1/16/2024 300 miles before oil change is due. Car breaks down on 2/1/24 has to be towed to dealership. First it was a starter warranty replaced, then the alternator, wasnt the issue, then after a month and a half they decide its the motor. During this time mind you the dealership is giving me the run around so I remain in constant contact with warranty, warranty claims they havent heard from them so I am going back and fourth between the two. Soon warranty tells me that the dealership will have to ask my permission to get the tare down and it takes 8 hours manual and then 8 computerized. I tell dealership give them permission. Car wasnt torn down they say until middle of April and they then say that nac is requesting service record and oil changes so I send those to them not once, twice but three times. Warranty told me Adter they received confirmation of tare down and re-edited documents they would send inspector out to look at the car. Mysteriously the car attains like 3000 miles while in the shop from 2/1-5/8 and mileage is now over the oil change due date so it appears like we didnt not maintenxe the car as we were supposed to but mind you 1/9 it left their shop, mileage recorded on records and carfax, oil changed on 1/16 recorded and sent records, entered the shop 2/1 when broke down. Shop tells me warranty will not come look at the car and I need to pick mine up and return their rental. Have the car towed home, have mechanics Come look at the car, motor was never removed from the vehicle. No new starter was put on which warranty said they covered, but the car had no oil and no coolant. Items stolen from vehicle and car was wrecked. Beyond furious and disappointed.

  

  Business Response

  Date: 05/12/2025

  To whom it may concern:

  Thank you for forwarding Ms. ******** comments to us.  We will contact Msl ****** directly to address her concerns.

  *** ****

  National Auto Care

  Customer Answer

  Date: 05/12/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23314664
  
  I am rejecting this response because: the business has not reached out in effort to discuss my concerns.
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 05/14/2025

  To whom it may concern:

  A NAC Representative spoke to Ms. ****** on 5/13/25.  NAC has followed the proper claims procedures in an attempt to get Ms. ******* vehicle repaired, but per ************ the ** of her choosing is causing the issue.

  NAC is willing to assist with the claim once a repair facility has diagnosed the vehicle.

  *** ****

  National Auto Care

  Customer Answer

  Date: 05/15/2025

  [If you do not say why you are rejecting the company's response, BBB must close your co
  
  Complaint: 23314664
  
  I am rejecting this response because: that is not what I was told. I was told yesterday by ******** via email after waiting to hear back and promising a response by Wednesday morning which I did not get until I had to email her and she responds at business closing time yesterday and has not responded to my return email, that there is a 3500 dollar liability limit and that the amount requested from the repair facility was almost 30k which is absurd considering they didnt tare the vehicle down to know anything about it and then the warranty company needs to be held responsible also for false documentation. I paid almost 2k for the warranty why would I get something that had a limited liability for 3500 dollars!! Make it make sense! These two companys are by far the absolute worst in the business and from what I hear this is not unusual for them. Sad and disgusted to put it mildly!
  
  Regards,
  
  ****** ******

  Customer Answer

  Date: 05/15/2025

  Michelles email received yesterday.

  Customer Answer

  Date: 05/15/2025

  Complaint: 23314664
  
  I am rejecting this response because: that is not what I was told. I was told yesterday by ******** via email after waiting to hear back and promising a response by Wednesday morning which I did not get until I had to email her and she responds at business closing time yesterday and has not responded to my return email, that there is a 3500 dollar liability limit and that the amount requested from the repair facility was almost 30k which is absurd considering they didnt tare the vehicle down to know anything about it and then the warranty company needs to be held responsible also for false documentation. I paid almost 2k for the warranty why would I get something that had a limited liability for 3500 dollars!! Make it make sense! These two companys are by far the absolute worst in the business and from what I hear this is not unusual for them. Sad and disgusted to put it mildly!
  
  Regards,
  
  ****** ******

   

  Michelles email received yesterday.

  

  Business Response

  Date: 05/16/2025

  To whom it may concern:

  A NAC Representative spoke to Ms. ****** on 5/13/25 & 5/14/25.  NAC has followed the proper claims procedures in an attempt to get Ms. ******* vehicle repaired.

  NAC is willing to assist with the claim once a repair facility has diagnosed the vehicle.

  *** ****

  
  National Auto Care

  Customer Answer

  Date: 05/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23314664
  
  I am rejecting this response because: I have not spoke to a soul after MDent email I posted and uploaded. No attempt to contact me by any means since that. *** is sadly mistaken. Please ask them to show us how they communicated with me?
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 05/27/2025

  To whom it may concern:

  NAC has followed the proper claims procedures in an attempt to get Ms. ******* vehicle repaired.

  NAC is willing to assist with the claim once a repair facility has diagnosed the failure of her vehicle.

  
  *** ****
  
  National Auto Care

  Customer Answer

  Date: 05/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23314664
  
  I am rejecting this response because: I have attempted to contact via phone and email to discuss. I was told the warranty had a liability limit which was never discussed with me as there were two other witnesses present upon time of purchase and until a week ago had no idea and unsure why we waited this long after being without my vehicle paying insurance etc just to sit when they knew a motor or anything really mechanically would exceed $3500. Reminder I paid right under $2000 for the warranty why would I pay that to get $3500 worth of coverage? Make that make sense. The vehicle does not run **** ****** ruined the vehicle so now I have to have a motor put in with no help of the extended warranty I covered and absolutely  no communication from the company which seems to be an ongoing issue with most cases and them. I will pursue justice because this is not ok and no telling how many other people they are scamming like me and my family.
  
  Regards,
  
  ****** ******

  Customer Answer

  Date: 05/28/2025

  These people will just respond with the same message copy and pasted as the previous responses. I am unsure how they sleep at night.

  

  Business Response

  Date: 05/28/2025

  To whom it may concern:

  NAC has followed the proper claims procedures in an attempt to get Ms. ******* vehicle repaired

  .NAC is willing to assist with the claim once a repair facility has diagnosed the failure of her vehicle.
  
  *** ****
  
  National Auto Care

• Initial Complaint

  Date:05/08/2025

  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.

  My 2022 ***** Encore was involved in an accident on 11/18/2024, The insurance company declared it a total loss. Once the primary insurance had paid, I contacted the dealership and was told I would need to file the *** claim myself, which I did.

  On 1/8/25, I called National Auto Care to ask what I needed to do to file my claim. They emailed me a list of documents they would need in order to review my claim. On 1/14/25, I sent everything they asked for and asked them to contact me if they needed anything else.

  On 1/29/25, I called to ask about the status of my claim and was told the adjuster needed **************************** if she needed anything else. On 2/9/25, I called to check the status and was told the adjuster needed a Cause of Loss statement from me. I emailed it that day,

  On 2/18/25, I called and spoke with *****, who told me the claim was still being reviewed. On 2/25/25, I spoke with ********, who told me I would hear from the adjuster that day. I didnt.

  On 3/4/25, I received an email saying that the claim had been finalized and a check was being mailed to the financial institution.

  On 3/13/25, I called to ask the status, as the financial institution had not received the check. I was told to allow 30 days from the date the check was mailed, which I had been told was 3/7/25. The next time I called, I was told the check had actually been mailed on 3/11/25.

  On 4/15/25, I called and spoke with *********, who opened a trace on the check. She told me it would take 3 to 5 business days to get the matter resolved.

  When I called on 4/22/25, I was told that a check was mailed that day, and I would need to allow another 30 days for the check to arrive. I asked to speak to a supervisor, and was told that was not allowed.

  

  Business Response

  Date: 05/12/2025

  To whom it may concern:

  Thank you for forwarding Ms. ************ comments to us.  We will contact Ms. ********** directly to address her concerns.

  *** ****

  National Auto Care

  Customer Answer

  Date: 05/19/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23303850
  
  I am rejecting this response because: National Auto Care didn't do anything to resolve the issue. All they did was inform me that the check was cashed by the finance company, and that they would not dispute the remarks on my credit report because they didn't make them, and they wouldn't reimburse me for the late charges I paid because they didn't charge them. This is not acceptable, because the check that was cashed was a replacement check (at least that's what they told me), and, had the first one gotten to the finance company in a timely manner, I would not have had late fees nor derogatory remarks added to my credit report.
  
  Regards,
  
  ***** **********

  

  Business Response

  Date: 05/21/2025

  To whom it may concern:

  Ms. ************ GAP Claim was started on 1/24/25, and once we received all the needed documentation her claim was processed on 3/4/25.

  The check was mailed to correct address, but for some reason the check was not received - so we stopped payment on the 1st check and reissued a 2nd check - and it was cashed by the lender on 5/6/25.

  Per the terms & conditions of your GAP Waiver:

  CONDITIONS: You are responsible for making at least the minimum payment owed under the terms of the Retail Installment Contract for each payment due date
  scheduled after the Date of Loss until the request for a Waiver Benefit has been fully processed. Should you not have collectible automobile physical damage
  insurance on the Date of Loss, it is your responsibility to advise the Administrator in writing within 90 days of the Date of Loss. You should also take reasonable
  measures to ensure that the maximum amount of ACV of the Collateral is paid by your Primary Carrier. If the Administrator provides you with evidence that your
  Primary Carrier did not pay a fair ACV, you, with the Administrators assistance, may be required to contact your Primary Carrier to request a higher payment.

  Payments must be made until the collateral is paid in full to the financial institution.

   

  *** ****

  National Auto Care

   

• Initial Complaint

  Date:05/01/2025

  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 purchased an auto warranty from National Auto Care that includes reimbursement for rental car expenses when my vehicle is disabled due to a covered mechanical breakdown. On March 18th 2025, my vehicle became unsafe to drive and required repairs. The repair itself took six hours, but I was unable to use my vehicle for a total of seven days because the necessary parts were not immediately available. The service department told me my vehicle was unsafe to drive and I needed to wait until repairs were complete before driving it. During this time, I rented a car as allowed under my contract, which covers up to $50 per day for a maximum of seven days.Despite submitting all required documentation, the warranty company denied reimbursement for the full seven days, stating they would only cover the actual repair hours and not the days my vehicle was unavailable while waiting for parts. This is inconsistent with the contract language, which states reimbursement is for the "reasonable time to repair," and does not exclude delays due to parts procurement.Additionally, this denial appears to violate Californias consumer protection laws, specifically the Song-******* Consumer Warranty Act (California Civil Code ******), which requires that warranty providers compensate consumers for the entire period a vehicle is out of service due to a covered breakdown, including delays caused by parts unavailability.I submitted an appeal, which was ignored. I followed up 3 weeks later to which I got a response they are only going to pay for the rental for 2 days. (They have sent a check already for $100 which I have not cashed). To resolve this issue, I am requesting reimbursement for the full seven days of rental car expenses ($350), as provided by my contract. I have attached all relevant receipts and documentation to support my claim.

  

  Business Response

  Date: 05/02/2025

  To whom it may concern:

  NAC will reimburse the customer an additional $250.00 for Rental.

  *** ****

  National Auto Care

  Customer Answer

  Date: 05/02/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ****** *********

• Initial Complaint

  Date:04/21/2025

  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.

  I filed a claim on 4/1 for my gap insurance to cover their portion of my total loss. I received an email letting me know that someone would reach out. I received a letter on 4/3 from the adjuster ******* *. stating she would be my adjuster what documents were needed and to reach out for questions. She failed to inform me at that point that the payoff running balance would need to be received from my lender. So I spent another week sending her all the documents several times because they supposedly werent received or they could see the information. On 4/9 she finally responds and stated that I actually needed to get the requested information from the lender! A whole week of delaying this process. Also there was no processing time mentioned of how long all of this take only that I needed to allow 5-7 business days just for her to review a email. So I again sent the requested documents that were gracefully sent by my lender. No update if received so I emailed her again on 4/15 for a status update. And she has not responded today is 4/21. I filed a formal complaint with the *********************** as well as State Corporation Commission. This is unacceptable and pathetic the lack of communication, failure to provide adequate information and the processing times of claims. They really need to be investigated because I see there are many other complaints with this company. You would think that by them dealing with total loss claims meaning the customers are without vehicles the process would be shorter than 6-8 weeks. I would like my claim processed being as the claim is clear and cut no extras. This is beyond unethical!

  

  Business Response

  Date: 04/21/2025

  TO whom it may concern.

  Thank you for forwarding Ms. ******* comments to us.  We will contact Ms. ****** directly to address her concerns.

  *** ****

  National Auto Care

  Customer Answer

  Date: 04/22/2025

  [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 accept the business's response to resolve this complaint.  National Auto Care finally sent me an update as I completely did not receive any response prior to contacting BBB. I have gotten an update thanks.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:04/11/2025

  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.

  To Whom It May Concern,I am writing to formally dispute the denial of my warranty claim submitted through National Auto Care regarding repairs performed on my vehicle at ************* on April 4, 2025. The repairs were determined to be necessary in accordance with ********************** Bulletin *******, a known manufacturer issue.Upon diagnosis, the dealer contacted National Auto Care for repair authorization. Due to the estimated repair costs exceeding $3,000, a third-party inspection was scheduled. Following that inspection, I was not contacted by National Auto Care, and on April 11, 2025, I had to call in myself to receive a decision on the claim. I was informed that the claim was denied due to the presence of oversized tires on my vehicle.This denial is both unfounded and legally questionable for the following reasons:The tires currently on the vehicle are the same size as those present at the time of purchase and when the extended warranty contract was issued and paid in full.The tires are unrelated to the mechanical issue identified in TSB *******, which clearly outlines a known manufacturer defect.Under the ********-**** Warranty Act, a warranty provider cannot deny coverage unless it can prove that an aftermarket modification or unrelated condition (such as oversized tires) caused the issue. National Auto Care has provided no such evidence, nor would it be possible to do so in this case.I am requesting that National Auto Care reverse the denial and honor the extended warranty agreement in good faith, as legally required.

  

  Business Response

  Date: 04/15/2025

  To whom it may concern:

  After further review of Mr. ****** claim, National Auto Care contacted the repair facility and authorized the covered repairs on his vehicle.

  Please contact me if you have any questions.

  *** ****

  National Auto Care

  Customer Answer

  Date: 04/15/2025

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:04/10/2025

  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 purchased an extended warranty from National Auto Care, unfortunately I had to use it. I filed a claim for rental reimbursement. The ***resentative from the claims **** decided to do an extended search for the cheapest ***lacement part for my car causing me to extend the rental week after week. I spent almost $1600 in renting a car due to this extra time the *** took. I have been waiting on a reimbursement check of $350, this amount is NOTHING compared to having to worry about having money to rent a car while your car is being worked on. The car sat at ******************************************* in ******, Ga for over a week just waiting to hear back from the claims ***. I have called, emailed several people including EJoyce, KSivaguru and a host of many other ***resentatives who answered my call when I called in to inquire about the reimbursement check. And to be advised the check was mailed. The check has been mailed at least 3 times according to your customer service ***s, the last time the reimbursement check mailed was supposedly 03/07/2025, today is April 2025. The claim was filed in October. I have correspondence in email beginning in December about this $350 reimbursement check.

  

  Business Response

  Date: 04/11/2025

  To whom it may concern:

  Thank you for forwarding Ms. **** comments to us.

  After reviewing Ms. **** claim, NAC has authorized an additional $150.00 payable to her for Rental.

  The new amount payable is now $500.00 in Rental.

  NAC authorized total Rental for 10 Days at $50.00 per day(Max amount allowed.

  *** ****

  National Auto Care

  Customer Answer

  Date: 04/15/2025

  National Auto Care has yet to mail the reimbursement. How will I know they will actually mail it? What happens if they don't mail it?

  Customer Answer

  Date: 04/17/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23187811
  
  I am rejecting this response because: National Auto Care has yet to mail the reimbursement. How will I know they will actually mail it? What happens if they don't mail it?
  
  Regards,
  
  ******* Styles

  

  Business Response

  Date: 04/18/2025

  To whom it may concern:

  A Rental Reimbursement check was mailed on March 7, 2025.  If that check has not been received by Ms. ******* she can contact National Auto Care and let us know - so that we can research why it has not been delivered yet and get another check mailed out, if needed.

  A 2nd Rental Reimbursement that was authorized on April 11, 2025 - should be mailed out by April 21, 2025.

  Thank you,

  *** ****

  National Auto Care

   

  Customer Answer

  Date: 04/30/2025

  The check that was mailed 3/1 is the check that has NOT been received. I've already been told to call back after APRIL 7th if I hadn't received the check. 

  I called customer service 04/23/2025 and advided customer service, i havent received the check.  They advised this check was stop-payment re-issued. I still have not received the check. 

  I have received the check Mr. *** authorized. 

  Address is the same address as the check Mr. *** approved. I've already received that one, thank you. 

  

  Business Response

  Date: 04/30/2025

  To whom it may concern:

  The 2nd Check in the amount of $350.00 was processed on 4/25/25.

  Please allow 7-10 business days for delivery.

  Please contact our ********************* at ********************** if you have not received the check after that time period.

  Thank you,

  *** ****

  National Auto Care

  Customer Answer

  Date: 05/08/2025

  
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  ******* Styles

   

  Thank you Mr. *** at NAC