Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/22/2024

  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.

  On February 18, 2024 I filed a claim for my auto repairs, $2,533.70, with National Auto Care. After several days of passing the buck, their representative **** emailed me and told me she had all documents needed and the process takes 30 days for reimbursement of my paid repair. I contacted her this date and now she claims she needs more documents. It’s obvious this is just a delay tactic to keep from paying my claim. It has now been in excess of 30 days and help from the BBB is needed.

  

  Business Response

  Date: 03/25/2024

  To whom it may concern:

  Mr. ********** claim was authorized and paid on March 22, 2024.

  Please contact me if you have any questions.

  Thank you,

  *** ****

  National Auto Care

  Customer Answer

  Date: 03/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21470825
  
  
  
  I am rejecting this response because: No payment has been received.
  
  
  
  Regards,
  
  
  
  ****** ********

  

  Business Response

  Date: 04/11/2024

  To whom it may concern.

  Our records show that Mr. ******** cashed the check on 4/10/2024.

  I have attached a copy of the check.

  Please contact me if you have any questions. 

  Thank you,

  *** ****

  National Auto Care

  Customer Answer

  Date: 04/11/2024

  [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. Check was received and deposited on 4/10/24 after waiting 15 days from alleged mail date. Final claim process took 61 days from date of filing claim.

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

• Initial Complaint

  Date:03/14/2024

  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.

  March 7,2024, I filed a reimbursement claim for my travel trailer slideout that had failed. This is the second time I have filed for repair reimbursement on the same problem. Approximately June of 2023, the slide out motor gear box assembly failed, and was replaced. After weeks of correspondence with NAC, sending, and resending documentation(s) that they stated they never received, we finally got them to begin the refund. First refund check amount was incorrect, then more correspondence. Second check was incorrect, more correspondence. We then requested to speak directly to the adjuster, and we were told we could not, because adjusters did not talk with the customer. Weeks later the third check arrived and was finally correct. Now the motor has failed again, while we were camping out of state. We were forced to manually "crank" the slideout in, in order to be able to travel home. When at home, I called NAC, explained the situation, and was instructed to call a mobile technician to begin repairs. Tech came out, worked hours removing the defective motor, and he and I decided to replace it this second time with the OEM replacement part, instead of another "after market" brand, due the failure less than a year. I paid in full for the new motor, service(s), and trip charge, and submitted the reimbursement form. The same day, I was notified my claim was denied, due to the motor being under warranty. I re-explained I did not want another "after market" motor, and the tech advised against it. Further, I asked if this warranty would pay for the tech to come out again, to uninstall the OEM motor, replace with another "after market" part, and whether they will reimburse us for cancelled camp reservations while our $40,00 RV sits unusable in our yard. Even further, I requested a refund of our unused portion of that warranty since it is useless to us. To date, I have not received any response from NAC

  

  Business Response

  Date: 03/14/2024

  To whom it may concern:

  Thank you for forwarding Ms. ****** comments to us.  We appreciate the opportunity to review the matter and will contact Ms. **** directly to address her concerns.

  *** ****
  
  

  National Auto Care

  Customer Answer

  Date: 03/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: NAC has not contacted me, or my wife as they stated they would in their response to the BBB. We wish to keep this complaint open.
  
  
  
  Regards,
  
  
  
  ***** ****

  

  Business Response

  Date: 03/18/2024

  To whom it may concern:

  A Customer Service Rep will be contacting the contract holder today to review their claim and contract cancellation procedures, as requested.

  If the contract holder is not contacted today by a Customer Service Rep, then they can contact me in the Claims Dept to discuss their concerns.

  *** ****
  
  

  National Auto Care

  Customer Answer

  Date: 03/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: First and most importantly, this rude representative, (****), was extremely offensive to me and my wife for the entire conversation, and it was recorded. She constantly interrupted me and was very condescending to us. Several times, I completely stopped talking and had to wait for her to stop talking.

  In addition to this treatment, **** basically called me a liar. Three times she stated I had not called NAC for authorization to get a mobile tech to come to our residence. Three times I attempted to correct her in order to provide the dates, times, and names of representative I HAD spoken with for that authorization. 2/6/2024, I called and spoke with rep.  ***** who instructed me to call a mobile tech of my choice to respond, since our RV was in our yard with an inoperable slide out fully extended and could not be moved or towed to any service dealer. 3/02/2024, I called and spoke with rep. **** and again re-explained the need for the mobile tech to respond to our residence, he said he fully understood and emailed the required claim form to us. 

  Rep. **** confrontationally kept instructing us to "refer to Section #4 of our warranty contract." We were never provided with any such contract from the dealer.  Our bill of sale simply has the dollar amount listed on it, $3,000.00. **** went on to argue that the warranty would not reimburse us for our forced cancelled upcoming trips, while our RV awaits their repair/reimbursement. We also asked **** specifically to refund the remaining balance of the warranty and we were told that we would have to go through the Dealer where we purchased the camper to get the refund since that's where we purchased the warranty. As I have previously stated, we put our faith and trust into this warranty to ensure a well-protected investment of over $40,000, to provide us with many years of camping pleasure, as we were led to believe   We will not recommend National Auto Care Warranty company to anyone for anything. 

  
  Regards,
  
  
  
  ***** ****

  

  Business Response

  Date: 03/25/2024

  To whom it may concern:

  National Auto Care will contact Mr. **** and address his concerns.

  Please contact me if you have any questions.

  Thank you,

  *** ****
  
  

  National Auto Care

  Customer Answer

  Date: 03/30/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  We are rejecting this complaint at this time, because we have not received any check from the National Auto Care company as they stated in their last phone conversation with us would be forthcoming.  At such time that we receive the check and review everything we will update our response. 

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 
  
  
  
  Regards,
  
  
  
  ***** ****

  

  Business Response

  Date: 04/02/2024

  To whom it may concern:

  We spoke to Mr. **** and his claim has been authorized and payment will go out this week.

  Thank you,

  *** ****
  
  

  National Auto Care

• Initial Complaint

  Date:02/19/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a used vehicle from a dealership in March 2023 and was in an accident in December of the same year and it was considered a total loss. After following the contracts requirements to file a claim, I emailed them and have yet to hear anything at all whatsoever from my adjuster. The finance department at the dealership I bought the vehicle from, has been contacting them as well and have also been unsuccessful in speaking to my adjuster. After being informed by representative that these adjusters do not make outbound calls, I inquired about a supervisor whom of which does not exist. Even after calling to speak with adjuster myself, I'm told that they would be notified and do not transfer the call. Having to wait for an EMAIL contact is not professional by any means, especially when I've been out of transportation for over 2 months already. I bought the Power-Buy warranty which provides the down payment towards a new vehicle in the event that a total loss occurs- didn't realize I signed up for a long "waiting" period and to be without a vehicle entirely thru the duration.

  

  Business Response

  Date: 02/20/2024

  To whom it may concern:

  We will contact Ms. ******** directly to address her concerns.

  Thank you,

  *** **** 
  
  

  National Auto Care

• Initial Complaint

  Date:02/06/2024

  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.

  On January 31, 2024 I took my vehicle to Midas North Lakeland for a brake issue as well as transmission concerns. They stated that the CVT transmission had some problems and I nee**d to take it to Nissan to further look at it. I took the vehicle to Jenkins Nissan Lakeland on February 2, 2024 where they confirmed the CVT transmission was bad (not working properly), among other issues. Some of the items were approved by the warranty and they sent out an adjuster to look at the transmission. The adjuster came out on February 5, 2024 and subsequently **nied the transmission work and reversed the approval for the suspension work stating nothing was wrong with them. The Nissan CVT tech was present for the inspection and stated that the issues did occur during the inspection but the adjuster did not seem to care about it. After the drive they said the adjuster disappeared without further discussion and they had to call to figure out what was going on. The CVT tech stated that they **nied it because a co** wasn't coming up, even though 90% of the time a co** does not come up for this issue. I was told to submit an appeal which I did. I was immediately shot down as per the adjuster's report. I requested a re-inspection by another adjuster and told no but if an actual issue was occurring they'd be happy to come out and re-inspect it. This is absolutely absurd. 2 auto shops stated serious concerns for the CVT transmission even after a TCM update that your company ma** them do (that I have to pay out of pocket for) before thinking about approval. This issue can cause life threatening issues if not fixed and the company is not even willing to work with me to have it re-inspected.

  

  Business Response

  Date: 02/08/2024

  To whom it may concern:

  Thank you for forwarding Ms. ** ******** comments to us.  We appreciate the opportunity to review the matter and will contact Ms. ** ****** directly to address her concerns.

  *** ****

  National Auto Care

  Customer Answer

  Date: 02/22/2024

  
  ******** ******** <****************@hotmail.com>
  Fri, Feb 16, 12:01 PM (6 days ago)
  to [email protected]
  
  Hello,
  
  I was in the middle of replying when you closed out my complaint. I couldn't reply sooner as I was waiting for the warranty company to follow through on their promise to send out another adjuster. I am extremely dissatisfied with their response to my complaint. While they did finally send out another adjuster to re-inspect the transmission, this adjuster was much worse than the original one. They showed up on the very last possible day in their 48hr period. Nissan had the car ready to be tested and the CVT technician available as the warranty company emailed them when he would be there. Nissan couldn't get the warranty company to give them an answer on whether the transmission work was approved or not, nor would the company call them back. Finally, I contacted the warranty company myself and tried to get answers because my car had been sitting in limbo for 2 weeks thanks to the warranty company playing around. A woman from customer service found a report from the most recent adjuster stating he **nied the transmission claim again because Nissan would not allow him exten**d time to drive the vehicle in or**r to recreate the issue they were referencing to see the problem being presented. I stormed into Nissan very upset about it thinking they ruined the opportunity for this adjuster to drive the vehicle to see the issue only to see that the technician whom the adjuster interacted with was extremely confused. The technician stated that the adjuster (who was also there to see another vehicle for transmission issues un**r their warranty company) came in and took a sample of transmission fluid. The technician said to give him a minute and he would pull out the vehicle so they could drive it to show the issue. The adjuster stated to him "no, that's okay, I'm in a hurry. I don't have time to drive it." So the adjuster NEVER DROVE THE VEHICLE yet blamed Nissan for not allowing him to drive it "longer" so he could see what the issue was. I was also told he never drive the other vehicle he was there to see either. How in the heck do you **termine a transmission issue but taking a sample of transmission fluid only and nothing else? I waited forever for this reinspection. I thought they'd at least take the time to fully inspect it, but no. They clearly do not care about my vehicle, mine and my children's safety, and honoring the promise they ma** when I bought that warranty. I drove that vehicle off the lot and immediately had issues with the transmission. The issue is still there. The bad vibration I get in my steering wheel was not fixed by replacing the control arms and alignment. That could have been fixed had the first adjustor not reversed the original approval on the suspension items and so forth that the warranty company gave. The car is unsafe. This car is my lifeline as a single parent with 2 young children. I **mand that this warranty company honor their contract. If something happens to me or my family because of their negligence I will be suing. Attached you will find vi**os showing some of the transmission issues. In the 10sec vi**o there is the shuttering when I accelerate. In the 28sec vi**o you will see me accelerate and the RPMs remain stable as a baseline without the transmission issue. In the 27sec vi**o you will see/hear 2 issues. After I turn and slowly accelerate the RPMs go very high around 4 then drop all the way down to 2. You can hear the transmission; it sounds like a racecar revving high for no reason. Then about the 23sec mark I switch the phone to my left hand to make a turn soon as I was stopping at a light but then it turned green so I went to apply the gas. The car shutters again but you can actually hear it in the vi**o this time. If you pause the vi**o or watch it closely you can also see that during the shutter my RPMs shoot up again but my speedometer is still very close to 0. This is absolutely ridiculous. I don't know how much more concrete I can make this to show that the warranty company is trying to scam me out of fixing the issue. ************ ************ ************ 
  
  ******** ********
  ###-###-####

  

  Business Response

  Date: 02/22/2024

  To whom it may concern:

  After further review of Ms. ********** claim, someone will be calling the repair facility to authorize the repairs.

  Please contact me if you have any questions.

  Thank you,

  *** ****

  National Auto care

   

  Customer Answer

  Date: 02/28/2024

  [A **fault letter is provi**d here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  While I am not happy that they did not completely resolve things and also re-approve the suspension claim they **nied after originally approving it, I accept the business's response to resolve this complaint on behalf of the transmission issue.
  
  
  
  Regards,
  
  
  
  ******** ********

• Initial Complaint

  Date:01/31/2024

  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.

  In the week of November 21st, 2023 I alerted National Auto Care that I was experiencing front end noise with my truck and had an appointment with my local Ford Dealer for inspection of problem as required by NAC. There were two issues present, one was a oil pan leak which was repaired and NAC re-imbursed me for the bill for that repair. The second issue was a bad Actuator in the Locking Hub assembly that was trying to engage the four wheel drive without being activated by me switching the knob on the dashboard. There was also a hose and check valve that needed replacement and I now those two parts are not covered under the warranty . My issue is the warranty calls out Locking Hub Mechanisms which is the actuator and the hub. The actuator is the component that locks the hub to the front axle to engage the four wheel drive. Neither component is called out individually as they are both part of the locking hub mechanisms.
  NAC is refusing to pay for the actuator because that specific part is not listed on the warranty page, never mind it is part of the Locking Hub Mechanisms that is called out on the page. I am seeking re-imbursement for the part and labor to install it at $831.43.

  

  Business Response

  Date: 02/01/2024

  To whom it may concern:

  Thank you for forwarding Mr. ******** comments to us.  We appreciate the opportunity to review the matter and will contact Mr. ****** directly to address his concerns.

  *** ****

  National Auto Care

  Customer Answer

  Date: 02/02/2024

  [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:01/30/2024

  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.

  Upon having car trouble, I contacted National Auto Care (NAC) to find out the steps needed to start a claim. I was told simply to contact any shop of my choosing and make sure they work with National Auto Care. Once the car is diagnosed, the shop would need to contact NAC for pre-authorization of services. It was found my engine needed replacement, to which, the shop was told to tear down my engine to point of failure for auth to be considered. The shop did so, but advised if NAC does not authorize the repair, I would be responsible for these services totaling $495. The engine was torn down and the fault was found. The adjuster told the shop they will authorize the shipping of a used engine to the shop but wouldn't advise where this engine would come from to ensure it is a reputable vendor with safe parts. The shop has a duty to ensure their work is reliable and safe; to which they cannot provide on an engine that they do not know where it would come from. The shop found a rebuilt engine for $5,500, but NAC will only provide $3,400 towards this since the shop is not willing to accept the shipped engine from god knows where (mind you, it would only come with a 12,000 warranty as well), My contract documents states that NAC can choose to use OEM or non-OEM parts-which is fine-but it has no language that the shop has to accept shipped in parts in order for coverage to occur. I am now being asked to accept the charges of $2,800 to replace engine-what NAC will not cover on the engine purchased through the shop. NAC cannot tell me what shop to go to where it would be 100% covered if I were to have it towed and actually told me I would have to start back at square one on my claim if I move shops.

  

  Business Response

  Date: 02/01/2024

  To whom it may concern:

  Thank you for forwarding Ms. ********** comments to us.  We appreciate the opportunity to review the matter and will contact Ms. ******** directly to address her concerns.

  *** ****

  National  Auto Care

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 4, 2023, I went to Auto Nation to have them align my car. They said they did and I paid for it. I noticed when driving, the car kept pulling to the right and making some odd noises. I went back and asked about it and the service manager was very rude and said that is all we can do. In December I went to Discount Tire because I felt something was wrong. They looked at the tires and said they were worn because the car needed to be aligned. They said I should go back to Auto Nation, which I did. When I went back, they did another alignment because obviously, they had not done it correctly in the first place. I asked for new tires and he said they would replace one, but I declined, saying I thought they all needed to be replaced because of the wrong work done in the first place.

  

  Business Response

  Date: 01/08/2024

  To whom it may concern,:

  Thank you for forwarding Mr. ***** comments to us.  We appreciate the opportunity to review the matter and will contact Mr. ***** directly to address his concerns.

  *** ****

  National Auto Care

• Initial Complaint

  Date:12/31/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought their coverage and when it comes time to use it for a transmission that went out and theyve approved us then they send a transmission and claim it got shipped and that the dealership took delivery but they cant provide a tracking number its been on going for over a month.

  

  Business Response

  Date: 01/02/2024

  To whom it may concern:

  Per the claim notes, National Auto Care authorized the repair facilities Transmission on Friday, Dec. 29th, 2023.

  I am sorry for the inconvenience that was caused by this delay.

  *** ****

  National Auto Care

  Customer Answer

  Date: 01/03/2024

  [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:12/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My rv trailer was totaled in May of 2023. All documents requested by National Auto Care Gap had been submitted to them by June 14, 2023. Insurance company paid most of the loan but a balance of about $1000 remained. One of the documents requested was a police report or if one wasn't available, then a written description of what happened would be accepted (see attached image). However, they told me they would not accept the written description and would only accept a police report even though in their own email they would accept a written description. I paid off the loan myself on July 2, 2023. A police report wasn't available until August and as soon as I received it, I sent it to National Auto Care. By the time they sent out a check to the lender on Aug 21, 2023, the lender Bank of the West had sold to BMO. National Autocare told me it's not their problem and actually hung up on me when I got upset for their lack of help when I called them today Dec 29,2023. BMO says they have no check from the GAP company and National Auto Care says they can't do anything because they have sent a check to the lienholder listed. If National Auto Care had just accepted what they requested in June, the rv loan could have been paid off sooner (before Bank of the West sold to BMO) and I wouldn't have had to come out of pocket. I just want to get the money owed to me

  

  Business Response

  Date: 01/03/2024

  To whom it may concern:

  Thank you for forwarding Mr. ********* comments to us.  WE appreciate the opportunity to review the matter and contact Mr. ******* directly to address his concerns.

   

  *** ****

  National  Auto Care

  Customer Answer

  Date: 01/11/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 21072084
  
  
  
  I am rejecting this response because: 

  the business had contacted me but I don’t believe it was in response to the BBB complaint. A director from National Autocare Gap department contacted me and asked about where the check needs to go but I don’t believe he had any idea about this complaint. In fact I informed him I had filed a complaint with the BBB and explained all that I had been through. This was on Tuesday 1/9. I emailed and called him today to follow up but I got an auto email response he is out of the office until 1/12. He told me on the 9th when I spoke to him that he would be getting back to me to let me know if a new check went out and if there was tracking info but I haven’t heard back from him again

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

  

  Business Response

  Date: 01/16/2024

  to whom it may concern:

  Per the claim notes, a new check was mailed to the lien holder on Jan 10, 2024.

  Please contact National Auto Care's GAP Dept if the check is not received.

  *** ****

  National Auto Care

• Initial Complaint

  Date:12/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased an extended warranty for $4500 for our 2006 PaceArrow motorhome, from Pleasureland in Saint Cloud, MN. We submitted a claim and was denied. Our service company performing the service was in constant contact with your company during the service process. Not only that, National Auto was requesting more diagnostic work to be completed, running up the bill in labor costs. Once it was figured out, the failure according to their documents, the failing part should have been covered under warranty (Gold Package- brochure on coverages attached). National Auto denied the claim stating below:
  
  "we lost the right to inspect to verify the failures.
  The Administrator reserves the right to determine where repairs shall be made, investigate claims, and inspect Vehicle"
  
  When ***** (our service company) called and inquired the first time about these repairs they should have scheduled someone to come out, instead of racking up labor costs at our expense that they never planned on paying out.
  
  This claim alone was $7581.24 not to mention the $4,500 on the warranty itself, and an additional claim that was denied this summer as well for $3,199.84. Ultimately, to resolve this we'd like a portion of our money we are owed. The dollar amount below is the money for the claims and the warranty plan we purchased.
  
  Service Company- **** @ ***** ###-###-####
  RV Seller- Pleasureland RV; St. Cloud; Sales- ****, Service Manager- ****** ###-###-####

  

  Business Response

  Date: 12/08/2023

  To whom it may concern:

  Thank you for forwarding MR. ******** comments to us.  We will contact Mr. ****** directly to address his concerns.

  *** ****

  National Auto Care

  Customer Answer

  Date: 12/12/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20973321
  
  
  
  I am rejecting this response because: As of 12/12/2023, no one has reached out to me to discuss.  
  
  
  
  Regards,
  
  
  
  ***** ******

  Customer Answer

  Date: 01/08/2024

  [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:

  Per the response I provided on January 4th to this claim: I don't technically accept the business's response to resolve this complaint, they just reiterated why they rejected the claim, which is complete hogwash.  We as  the owner did not reach out to you in regards to the repair, but out repair center did.  The actions of NAC should have at that time said we need to send someone out there for authorization, but they didn't.  This is completely on them, and then requesting additional testing spending our money on labor.  Not happy at all and will be seeking counsel for possible lawsuit.
  
  
  
   
  
  Regards,
  
  
  
  ***** ******

  

  Business Response

  Date: 01/09/2024

  To whom it may concern:

  We spoke to the Mr. ****** on Jan 3, 2024 and explained our position concerning his complaint.
  Mr. ****** can contact me at National Auto Care if he wants to discuss his concerns further.
  

  Thank you,
  

  *** ****
  

  National Auto Care