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:06/27/2024

  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.

  Refusing to pay off GAP Insurance Claim. Continued paper chase, requesting duplicate copies of documents that have already been provided. Threatening disqualified claim, and dragging out the process for more than 90 days.

  Business Response

  Date: 07/09/2024

   

  Dealer Motor Services, Inc. (DMS) is in receipt of BBB Complaint ID ******** and provide the following information.

  On May 10, 2024 the customer initiated a *** claim for a total loss of the covered vehicle.

  DMS sent an email to the customer advising of the required documentation as follows:

  A *** (Guaranteed Asset Protection) claim has been initiated for the total loss of your vehicle. Please review the following list of documents that you must provide for your claim to be processed. At the end of each document listed, in parenthesis, is the entity you may contact to request the document. All documentation may be submitted via email, fax, or mail.
  
  *** Claim Form- Must be completed and signed. E-signatures are not accepted.
  *** Addendum/contract- a copy of the original, signed, and dated *** contract from the date of purchase. (dealership/finance co.)
  Finance Contract- a full copy of the original, signed, and dated loan contract from the current lien holder. (finance co.)
  Bill of Sale- a full copy of the original, signed, and dated bill of sale. Also known as a VA Buyers Order/NJ Retail Purchase Order. (dealership/finance co.)
  Dealer Invoice/******* Sheet- MSRP/Retail value of the vehicle from the date of purchase. (dealership/finance co.)
  Aftermarket Warranty Contract(s) AND Copy of Warranty Refund Check(s)- copies of all aftermarket warranty contracts purchased. Customer must cancel all aftermarket warranties only (do not cancel ***) through the dealership and provide us with a copy of the cancellation refund check. As this can take anywhere from 30 to 90 days to be completed, customer will need to reach out immediately to dealer to obtain copies of warranty contracts AND to request warranty contract(s) be cancelled. If dealer is no longer in business or if customer has an issue cancelling through **********************, customer will need to contact warranty company to assist in this process. (dealership/finance co.)
  Payment History- full payment history with running balance from the current lien holder including payoff at the date of loss. (finance co.)
  Insurance Declaration- a full copy of the primary insurance declaration policy reflecting ALL coverage on the totaled vehicle at the date of loss. (insurance co.)
  Insurance Settlement Check- or claim payment screen, including the date of issue, amount, and payee. (insurance co./finance co.)
  Vehicle Valuation Report- a full copy of the insurance vehicle valuation report. (insurance co.)
  Police Report- a complete copy of the police report with incident details. (insurance co./customer obtains)
  Verification of Total Loss Letter- a verification of total loss letter including the date and cause of loss. The letter must specify the vehicle was deemed a total loss. (insurance co.)
  Settlement Breakdown- breakdown that indicates how insurance settlement was calculated. (insurance co.)
  Payoff Letter a payoff letter that confirms the lenders address to submit *** payment (finance co.)
  
  

  On June 24, 2024 DMS received claim documents.

  Upon review, DMS found further documentation was required to process the claim.

  On June 24, 2024 DMS sent an email to the customer advising of the missing documents:

  Please review the following list of documents that you must provide for your claim to be processed. At the end of each document listed, in parenthesis, is the entity you may contact to request the document. All documentation may be submitted to your adjuster via email.
  
  1. Finance Contract- a full copy of the original, signed, and dated loan contract from the current lien holder. (finance co.)
  - Illegible.
  2. Aftermarket Warranty Contract(s) AND Copy of Warranty Refund Check(s)- - Copies of all aftermarket warranty contract(s) purchased. Customer must cancel all aftermarket warranties only (do not cancel ***) through the dealership and provide us with a copy of the cancellation refund check(s). As this can take anywhere from 30 to 90 days to be completed, customer will need to reach out immediately to dealer to obtain copies of warranty contracts AND to request warranty contract(s) be cancelled. If dealer is no longer in business or if customer has an issue cancelling through **********************, customer will need to contact warranty company to assist in this process. (Dealership/Finance Company)
  3. Insurance Declaration- a full copy of the primary insurance declaration policy reflecting ALL coverage on the totaled vehicle at the date of loss. (insurance co.)
  - No policy period.
  4. Vehicle Valuation Report- a full copy of the insurance vehicle valuation report. (insurance co.)
  
  As of today, July 9, 2024 DMS has not received the requested documentation from the customer required to process the claim.

  Upon receipt of all required documents, DMS will process the claim in accordance with the *** Addendum 

  Please contact our office if you have any questions,

   

• Initial Complaint

  Date:06/12/2024

  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 GAP policy with the purchase of my vehicle in August of 2022. However, March 27, 2024, I filed a claim because my vehicle was deemed a total loss by my primary auto insurance. This company has required sooo many unnecessary and useless docs from me, in which I feel was to buy time.I finally submitted everything to their satisfaction over 2 weeks ago (May 28,2024) and Im being told that there isnt a window on when my claim will be paid. And that its paid in the order received as if Im not a customer. Meanwhile, ** left paying a car note on a vehicle for the 4th month in a row that I havent had in my possession since March. This is unacceptable that Im being treated like Im not a policy holder and not due this settlement asap. This is supposed to be insurance not a grant ************ I paid for this coverage so that I wouldnt have these type issues should something unfortunate happens.My claim needs to be paid completely and within a timely manner. This isnt being treated as a priority and I feel helpless.

  Business Response

  Date: 06/25/2024

   

  Dealer Motor Service (DMS) is in receipt of BBB Complaint ID ******** and provide the following information.

  On March 27, 2024 a GAP claim was initiated by the customer upon total loss of the vehicle due to a motor vehicle accident occurring on Match 22, 2024.

  DMS advised the customer the following documentation must be received in order to process the claim as per the terms and conditions of the Addendum under LOSS DOCUMENT PROCEDURES: In the event of a Constructive Total Loss, You must notify and provide all of the following to Our GAP
  Administrator,:

  1. a complete copy of the primary insurance settlement, including the valuation report;

  2. a copy of the original Financing Contract and this addendum;

  3 a copy of Your automobile insurance policy;

  4.a copy of the payoff from the financial institution/lender as of the Date of Loss;

  5. a copy of the insurance settlement check; and

  6. any additional reasonable documentation requested by Our GAP Administrator or Us .The GAP Administrator will not obtain this information for You. The GAP Administrator must receive this documentation within ninety (90) days of settlement by Your Primary Carrier. If You do not have primary insurance coverage, the Administrator must receive this documentation within ninety (90) days from the Date of Loss. No waiver will be made under this addendum if this documentation is not provided to the GAP Administrator within this stated time period. Reasonable access must be provided to the Covered Vehicle for inspection if required.

  All required claim documentation was received by DMS, and processed for claim payment on June 12, 2024.

  On June 20, 2024 payment was issued to the leinholder as per the terms and conditions of the Addendum.

  With payment, Dealer Motor Services considers this matter to be closed.

  Please contact our office if you have any questions, 

   

   

   

• Initial Complaint

  Date:05/29/2024

  Type:Delivery 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.

  The finance company and the dealership has been reaching out to them for months on my GAP claim. Ive had to continue to make payments on a truck thats been totaled since early March. *********** is the dealer, *********** is the finance company.

  Business Response

  Date: 05/30/2024

   

  Dealer Motor Services, Inc. (DMS) is in receipt of BBB Complaint ID ********.

  In review of our records we found that there are two active GAP addendums for the customer, one on a 2019 Ram and one on a 2021 Mustang.

  Neither of the addendums have any notes regarding the initiation of a GAP claim.

  To file a claim, the customer will need to follow the instructions listed in the Addendum under Loss Document Procedures as follows:

  LOSS DOCUMENT PROCEDURES: In the event of a Constructive Total Loss, You must notify and provide all of the following to Our GAP Administrator:

  1. a complete copy of the primary insurance settlement, including the valuation report;

  2. a copy of the original Financing Contract and this addendum;

  3 a copy of Your automobile insurance policy;

  4.a copy of the payoff from the financial institution/lender as of the Date of Loss;

  5. a copy of the insurance settlement check; and

  6. any additional reasonable documentation requested by Our GAP Administrator or Us (where applicable, see State Disclosures). The GAP Administrator will not obtain this information for You. The GAP Administrator must receive this documentation within ninety (90) days of settlement by Your Primary Carrier. If You do not have primary insurance coverage, the Administrator must receive this documentation within ninety (90) days from the Date of Loss. No waiver will be made under this addendum if this documentation is not provided to the GAP Administrator within this stated time period. Reasonable access must be provided to the Covered Vehicle for inspection if required.

  Included in the response are system copies of both Addendums for reference.

  If the customer has any questions, they can contact our GAP claims department at ************ and follow the prompts for GAP claims.

  Respectfully, 

  Customer Answer

  Date: 06/05/2024

  I am rejecting this response because: Deal Motor Services held my warranty as well, the notion that they got the info to cancel my warranty which they successfully did and refunded.. but never received the documents for the *** portion is laughable. My finance company has a long history of contacts made to this company to get the warranty canceled and the *** portion filed. Someones lying or someone dropped the ball over there and its on you as a company. I will again send the documents that my finance company sent months ago but I expect to be compensated for the payment I have continued to make. So far it is $383 times 2 or $766 total.

  Business Response

  Date: 06/14/2024

   

  Dealer Motor Services provides the following update;

  All required claim documentation has been received and was submitted for claim payment processing on June 13th 2024.

  The customer will receive an update via email upon payment processing.

  Please contact our office if you have any questions,

• Initial Complaint

  Date:02/26/2024

  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 GAP insurance through this company. They refused to cover gap when car was totaled. I have a Chrysler Pacifica. They said it was a commercial vehicle used for business when their definition is ****** pounds and used for business more than 50% of time. They were seeking a way to deny.

  Business Response

  Date: 03/11/2024

   

  Dealer Motor Services, Inc (DMS) is in receipt of BBB Complaint ID ******** and provide the following information.

  On February 21, 2024 the customer reported that the vehicle was involved an accident resulting in a total loss of the vehicle.

  A *** claim was established and the customer advised the claims adjuster that the vehicle is used commercially. 

  As no commercial coverage surcharge was applied to the *** Addendum, no claim consideration can be made as per the Addendum under CONDITIONS:  Exclusions This addendum will not provide coverage for loss: A) Benefits shall not be provided upon the occurrence of a Constructive Total Loss:  3. To a vehicle utilized for Commercial Usage unless the Qualified Commercial surcharge option has been selected on the enrollment page of this addendum. 

  Please contact our office if you have any questions,

  Customer Answer

  Date: 03/11/2024

  I am rejecting this response because:   Their definition of a commercial vehicle is a ****** pound vehicle that is used more than 50% of the time. If I was not in the correct program I request to be refunded what I paid for the service. This is not a gotcha. I paid for a service I expect. We did not use the vehicle commercially.

  Business Response

  Date: 03/19/2024

   

  Dealer Motor Services, Inc. is in receipt of the customer rejection notice regarding ******************** Complaint ID ********.

  As per the Addendum under Definitions, Commercial Vehicle is defined as follows:

  Qualified Commercial A qualified commercial use vehicle is defined as a vehicle registered to a business and/or for business purposes only or any vehicle that is not
  expressly excluded as a Commercial Vehicle. The following vehicles are specifically excluded from coverage: Vehicles that are used in excess of manufacturers G.V.W. or for
  excessive hauling and pulling, tow trucks, snowplows, emergency vehicles, taxi cabs, livery and police vehicles are specifically excluded from coverage hereunder. Please see
  the exclusions section of this addendum.

  The vehicles commercial use would be qualified, as not specifically excluded, with the proper commercial surcharge applied to the Addendum at the time of purchase.

  As the necessary surcharge was not applied to the Addendum at the time of purchase, the claim is specifically excluded under CONDITIONS; Exclusions This addendum will not provide coverage for loss:3. To a vehicle utilized for Commercial Usage unless the Qualified Commercial surcharge option has been selected on the enrollment page of this addendum.

  Please contact our office if you have any questions, 

   

  Customer Answer

  Date: 03/19/2024

  I am rejecting this response because:   our Chrysler Pacifica did not meet this definition. A qualified commercial use vehicle is defined as a vehicle registered to a business and/or for business purposes only or any vehicle that is not expressly excluded as a Commercial Vehicle. My wife did some Shipt with it, but it was not used for business only. as I stated, in my complaint, you said that a commercial vehicle was use more than 50% of the time. As a matter fact, it was my main vehicle to drive to work each day. You were looking for a reason to deny. You made your decision without talking to me, the policyholder. No one else was on the policy - only me. And I learned of your decision without even a conversation. Your practice is unethical. I did not purchase a lottery ticket. I purchased gap coverage. I hit a deer and totaled the vehicle and the expectation is that you cover the gap. Do you have any documentation that shows my vehicle is a commercial vehicle according to your definition? Its time to do the right thing.

  Business Response

  Date: 05/20/2024

   

  Dealer Motor Services, Inc. (DMS) is in receipt of the customer rejection notice regarding ******************** Complaint ID ********.

  Due to the fact that no commercial coverage surcharge was applied to the *** Addendum, no claim consideration can be made as per the Addendum under CONDITIONS:  Exclusions This addendum will not provide coverage for loss: A) Benefits shall not be provided upon the occurrence of a Constructive Total Loss:  3. To a vehicle utilized for Commercial Usage unless the Qualified Commercial surcharge option has been selected on the enrollment page of this addendum. 

  DMS firmly believes that our decision is in accordance with the terms and conditions of the Addendum, and by pointing out the foregoing, does not waive, but specifically reserves any and all rights and defenses under the addendum or applicable law.

  Respectfully, 

  Customer Answer

  Date: 05/21/2024

  I am rejecting this response because:   You specifically state that commercial is identified as a vehicle weighing over ****** pounds which is used for more than 50% for business. That is not this vehicle. You have a 1-star rating because of predatory business practices like this. Since I was not in the appropriate plan I should be refunded what I paid. Why would you charge individuals for a plan they are not eligible for? I believe small claims will find this in my favor and while the $800 is minuscule, I will fight fraud and report it on every site I can. This is unethical. Please be better.

• Initial Complaint

  Date:02/06/2024

  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.

  My vehicle was total lost on 1-6-2024. I contact the gap coverage and they sent me a list of things I needed to send them. I send all the required documents a few days later. The company was supposed to contact me back within 48 hours, which never happened. I contacted them again approximately a week later to get information on the status. I was told that they were behind and someone will review they information with no inspected timeframe as to when that will happened. Now after calling several times asking to speak with a supervisor and I was always told they was in a meeting and someone will contact me in 24 hours. Which never happened. on 1-5-2024 I called once again and to my surprise once again they was in a meeting. Then later that evening after fussing with them, the supervisor told the representative she will process me gap claim yesterday. When i finally received the email from them the only decided to pay ****** when the loan was almost 2600 dollars left on my car note. I then called back today to inquire the reasoning and ask can that send me a break down on how they came on with that number. I was told that the balance was interest and they wasnt paying the interest. This company and the representatives that work At Smart ********* are extremely unprofessional and rude. I feel like Im being hustle. I thought the sole purpose of paying for gap coverage was to protect myself if in a event, this would be coverage. Now I force to still pay a car note on a vehicle I no longer have. Please assist I feel like my hands are tied and I dont no what else to do.

  Business Response

  Date: 02/22/2024

   

  Dealer Motor Services, Inc. (DMS) is in receipt of Complaint ID ******** and provide the following information. 

  On January 10, 2024 DMS received a call from the customer to initiate a claim under their GAP Addendum, advising the covered vehicle was deemed to be a total loss.

  DMS initiated the claim, and advised the customer via email on January 11, 2024 of the documentation required to process the claim as follows:

  A GAP (Guaranteed Asset Protection) claim has been initiated for the total loss of your vehicle. Please review the following list of documents that you must provide for your claim to be processed. At the end of each document listed, in parenthesis, is the entity you may contact to request the document. All documentation may be submitted to your adjuster via email, or mail.
  
  Please send documents in a PDF format as an attachment if you are emailing me documents
  
  1. GAP Claim Form- Must be completed and signed. E-signatures are not accepted.
  2. GAP Addendum/contract- a copy of the original, signed, and dated GAP contract from the date of purchase.
  3. Finance Contract- a full copy of the original, signed, and dated loan contract from the current lien holder.
  4. Bill of Sale- a full copy of the original, signed, and dated bill of sale. Also known as a VA Buyers Order/** Retail Purchase Order.
  5. Dealer Invoice/******* Sheet- MSRP/Retail value of the vehicle from the date of purchase.
  6. Aftermarket Warranty Contract(s) AND Copy of Warranty Refund Check(s)- - Copies of all aftermarket warranty contract(s) purchased. Customer must cancel all aftermarket warranties only (do not cancel GAP) through the dealership and provide us with a copy of the cancellation refund check(s). As this can take anywhere from 30 to 90 days to be completed, customer will need to reach out immediately to dealer to obtain copies of warranty contracts AND to request warranty contract(s) be cancelled. If dealer is no longer in business or if customer has an issue cancelling through **********************, customer will need to contact warranty company to assist in this process. (Dealership/Finance Company)
  7. Payment History- full payment history from the current lien holder including payoff at the date of loss.
  8. Insurance Declaration- a full copy of the primary insurance declaration policy reflecting ALL coverage on the totaled vehicle at the date of loss.
  9. Insurance Settlement Check- or claim payment screen, including the date of issue, amount, and payee.
  10. Vehicle Valuation Report- a full copy of the insurance vehicle valuation report.
  11. Police Report- a complete copy of the police report with incident details.
  12. Verification of Total Loss Letter- a verification of total loss letter including the date and cause of loss. The letter must specify the vehicle was deemed a total loss.
  13. Settlement Breakdown- breakdown that indicates how insurance settlement was calculated.
  
  Administrator will not obtain the information for you.
  Administrator must receive this documentation within 90 days of insurance settlement date.
  No payment will be made if this documentation is not provided within this stated time period.
  All copies of the required documentation must be legible.
  
  NOTE:
  Please allow a minimum of 48 hours prior to contacting Administrator after submitting documents.
  This time is needed to review the submitted documentation.

   

  DMS received all required documentation on February 5, 2024 and processed for payment in accordance with the terms and conditions of the Addendum.

  Payment was issued via check to the leinholder in accordance with the terms and conditions of the Addendum on February 6, 2024.

  With payment of claim, DMS considers this matter to be finalized.

  Please contact our office if you have any questions,

• Initial Complaint

  Date:12/19/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a GAP policy that the company is creating roadblocks and refusing to work with me. Adjuster doesnt take phone calls and operators refuse to get a supervisor on the phone. Meanwhile, Im paying payments on a vehicle that is placing me in financial jeopardy. They refuse to cooperate and are looking to not pay out.

  Business Response

  Date: 01/02/2024

   

  Dealer Motor Services, Inc (DMS) is in receipt of BBB Complaint ID ******** and provide the following information.

  On November 14, 2023 DMS was advised that the customers vehicle was declared a total loss on September 22, 2023.

  The customer was advised on November 14, 2023 that as per the Addendum, all required documentation must be provided to DMS as follows:
  
  LOSS DOCUMENT PROCEDURES: In the event of a Constructive Total Loss, You must notify and provide all of the following to Our GAP
  Administrator, :

  1. a complete copy of the primary insurance settlement, including the valuation report;

  2. a copy of the original Financing Contract and this addendum;

  3 a copy of Your automobile insurance policy;

  4.a copy of the payoff from the financial institution/lender as of the Date of Loss;

  5. a copy of the insurance settlement check; and

  6. any additional reasonable documentation requested by Our GAP Administrator or Us (where applicable, see State Disclosures). The GAP Administrator will not obtain this information
  for You. The GAP Administrator must receive this documentation within ninety (90) days of settlement by Your Primary Carrier. If You do
  not have primary insurance coverage, the Administrator must receive this documentation within ninety (90) days from the Date of Loss. No
  waiver will be made under this addendum if this documentation is not provided to the GAP Administrator within this stated time period.
  Reasonable access must be provided to the Covered Vehicle for inspection if required.

  On November 14, 2023 DMS received a copy of the valuation report, bill of sale, settlement check, settlement breakdown, cause of loss letter, gap addendum, payment history, finance contract, and  total loss letter
  

  On November 16, 2023, the customer was notified via email that ****************** received and processed the documentation provided, however the following documentation is required in order to process the claim: 

  1. GAP Claim Form- Must be completed and signed. E-signatures are not accepted. (attached/included)
  2. Dealer Invoice/******* Sheet- MSRP/Retail value of the vehicle from the date of purchase. (dealership/finance co.)
  3. Aftermarket Warranty Contract(s) AND Copy of Warranty Refund Check(s)- copies of all aftermarket warranty contracts purchased. Customer must cancel all aftermarket warranties only (do not cancel GAP) through the dealership and provide us with a copy of the cancellation refund check. As this can take anywhere from 30 to 90 days to be completed, customer will need to reach out immediately to dealer to obtain copies of warranty contracts AND to request warranty contract(s) be cancelled. If dealer is no longer in business or if customer has an issue cancelling through **********************, customer will need to contact warranty company to assist in this process. (dealership/finance co.)
  4. Insurance Declaration Page- a full copy of the primary insurance declaration policy reflecting ALL coverage on the totaled vehicle at the date of loss. (insurance co.)
  5. Police Report- a complete copy of the police report with incident details. (insurance co./customer obtains)

  On December 8, *********************** received the claim form, ******* sheet, and police report

  The customer was notified via email on December 8, 2023 that DMS had received and processed the documentation provided, however the following documentation is required in order to process the claim: 

  1. Dealer Invoice/******* Sheet- MSRP/Retail value of the vehicle from the date of purchase. (dealership/finance co.) (Incorrect vehicle vin on supplied document) 
  2. Aftermarket Warranty Contract(s) AND Copy of Warranty Refund Check(s)- copies of all aftermarket warranty contracts purchased. Customer must cancel all aftermarket warranties only (do not cancel GAP) through the dealership and provide us with a copy of the cancellation refund check. As this can take anywhere from 30 to 90 days to be completed, customer will need to reach out immediately to dealer to obtain copies of warranty contracts AND to request warranty contract(s) be cancelled. If dealer is no longer in business or if customer has an issue cancelling through **********************, customer will need to contact warranty company to assist in this process. (dealership/finance co.)
  3. Insurance Declaration Page- a full copy of the primary insurance declaration policy reflecting ALL coverage on the totaled vehicle at the date of loss. (insurance co.)

  On December 19, 2023 all required documentation was received and processed by DMS. 

  On December 20, 2023 the customer was notified via email that ****************** had received all the required documentation, and the claim was sent for final review and claim payment.

  The claim received final approval on December 26, 2023, and a claim payment check was issued to the leinholder as per the terms and conditions of the Addendum.

  With payment of the claim on December 27, 2023, DMS considers this matter to be closed.

  Please contact our office if you have any questions,

   

   

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Claim Number-****-177 Last four of VIN: **** I am writing this letter in the hopes of finding a resolution to the issues I have been facing with my total loss claim. I initially filed the claim at the beginning of August 2023 for my 2017 Land Rover, and since then, I have been caught in a state of uncertainty between Smart ********* and my insurance company, eagerly waiting for progress to be made. However, after three months, I was informed that I needed a maintenance check from the dealership. I promptly provided Smart ********* with a copy of the check in early November. It is worth mentioning that they have also received the final check. Despite this, I have waited over three weeks for a callback regarding my claim. During this time, I have diligently followed up with Smart *********, only to be informed that my claim has been placed on a "priority spreadsheet" and will be addressed in the order it was received. This entire process has been ongoing for three months, all while I continue to make monthly payments of $700 for a vehicle I no longer possess. This situation is highly inconvenient and unjust, as I have paid for a service that Smart ********* still needs to provide. I am just contacting you to resolve this matter before pursuing further action.

  Business Response

  Date: 11/29/2023

  Dealer Motor Service (DMS) is in receipt of BBB Complaint ******** and provide the following information:

   On August 1, 2023 it was reported to DMS that a total loss of the customers vehicle occurred on July 16, 2023.

   DMS advised the customer that the following documentation must be provided in order to adjudicate the claim as per the Addendum under LOSS DOCUMENT PROCEDURES:

  In the event of a Constructive Total Loss, You must notify and provide all of the following to Our GAP Administrator:

  1.a complete copy of the primary insurance settlement, including the valuation report;
  2.a copy of the original Financing Contract and this addendum;
  3 a copy of Your automobile insurance policy;
  4.a copy of the payoff from the financial institution/lender as of the Date of Loss;
  5.a copy of the insurance settlement check; and
  6.any additional reasonable documentation requested by Our GAP Administrator .The GAP Administrator will not obtain this information for You. The GAP Administrator must receive this documentation within ninety (90) days of settlement by Your Primary Carrier. If You do not have primary insurance coverage, the Administrator must receive this documentation within ninety (90)days from the Date of Loss. No waiver will be made under this addendum if this documentation is not provided to the GAP Administrator within this stated time period. Reasonable access must be provided to the Covered Vehicle for inspection if required.

  The customer provided the following documentation on the dates listed which were processed for examination:
  1. Claim Form- 8/11/2023
  2. Copy Of Addendum- 8/1/2023
  3. Finance Contract- 8/1/2023
  4. Bill of Sale- 8/1/2023
  5. ******* Sheet- 8/1/2023
  6. Warranty Contracts- 8/1/2023
  7. Payment History- 8/1/2023
  8. Insurance Declaration Page- 8/1/2023
  9. Insurance Settlement Check- 7/24/2023
  10. Vehicle Valuation Report- 8/1/2023
  11. Police Report- 8/11/2023
  12. Verification of Total Loss- 8/11/2023
  13. Settlement Breakdown- 8/1/2023

  
  DMS processed the provided documents, and notified the customer that a copy of the Warranty Contract Cancellation check is necessary to process the claim for payment.

  On November 20, 2023 DMS received the Warranty Contract Cancellation check, and processed the claim for payment in accordance with the terms and conditions of the Addendum.

  On November 27, 2023 a check was issued to the lienholder as per the addendum in the amount of $4,456.77 completing the claim.

  With payment in accordance with the Addendum, Dealer Motor Services considers this matter to be closed.

  Please contact our office if you have any questions,
  

• Initial Complaint

  Date:09/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have sent my gap claim adjuster all of the required information for this file. I have asked for updates and requested a manager to contact me. I have been jerked and jerked around. I even asked ************************* if I could mail the documents in. I was NOT delaying the process and waiting until the last minute to send docs. I have email chain of communication and from day 1. I reached out multiple times, week after week and didn't get a real update or reply. Just kept telling me docs are illegible. I have nowhere to turn. I paid for the coverage so I feel they should pay the claim. They can get all of the proof they need from the dealer directly. I sent my payment history and everything early on. Please here my concerns. This is not right on their part. They get people to lock into this agreement and then don't want to honor it. I loved my car and I didn't want to have an accident but things do happen. This company needs to do what is right! Period. I did my part and continue to pay my note!

  Business Response

  Date: 09/25/2023

   

  Dealer Motor Services, Inc. (DMS) is in receipt of BBB Complaint ******** and provide the following information,

  On May 18, 2023 a claim was iniitated under the customer's *** Addendum.

  At the time of claim initiation, the customer was advised that the following documentation is required in order to process the claim as per the Addendum under LOSS DOCUMENT PROCEDURES:

  In the event of a Constructive Total Loss, You must notify and provide all of the following to Our ***
  Administrator,:

  1. a complete copy of the primary insurance settlement, including the valuation report;

  2. a copy of the original Financing Contract and this addendum;

  3 a copy of Your automobile insurance policy;

  4.a copy of the payoff from the financial institution/lender as of the Date of Loss;

  5. a copy of the insurance settlement check; and

  6. any additional reasonable documentation requested by Our *** Administrator or Us (where applicable, see State Disclosures).

  The *** Administrator will not obtain this information for You. The *** Administrator must receive this documentation within ninety (90) days of settlement by Your Primary Carrier. If You do not have primary insurance coverage, the Administrator must receive this documentation within ninety (90) days from the Date of Loss. No waiver will be made under this addendum if this documentation is not provided to the *** Administrator within this stated time period.
  Reasonable access must be provided to the Covered Vehicle for inspection if required.

  On September 7, 2023 all required documentation was received and reviewed by DMS.

  On September 11, 2023 the claim was authorized in the amount of $6,844.28

  On September 19, 2023 the leinholder was issued a check in the authorized amount of $6,844.28 completing the claim as outlined under the terms and conditions of the *** Addendum.

  With payment to the leinholder for the authorized amount DMS considers this matter to be closed.

  Please contact our office if you have any questions,

   

  Customer Answer

  Date: 09/25/2023

  I am rejecting this response because:   My loan still not paid in full. This is not resolved 

• Initial Complaint

  Date:08/01/2023

  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 purchased a 2019 ***** & a Gap policy. I totaled it Dec, 2022. I filed a *************** claim. Insurance gave me a a value of 17k for it but since they had just sent me a 5k ck for deer damage that I hadnt had time to repair before totaling the car, They just sent me a second ck for 12k. My paperwork from them shows 17k value. ALSO, *** is trying to say my payoff at time of loss was 12k when my finance company said its 19k. I asked where did you get this number? Gap claims from Cap 1. I spoke with Cap 1 & they said no maam thats not what we told them. So Cap 1 told me they gave them a figure of 18k and showed ***** that was added to the end (which I knew was not payable by Gap) but other than that there were no late fees on there etc. When I call Gap back they said oh yes it is 12k. I asked how do you get that?She tried to say I hadnt made payments on time and fees etc. and they could. I had paid everything that had ever been added. At time of wreck I only had the 3 that I put on end and no late fees unpaid.But, she was set that was the amount they deemed as the payoff. Then she took this amount & deducted the 12k check amount that insurance paid. Then she deducted the 5k for damage AGAIN! I said you are double charging me! She had no reasonable explanation of why they deducted it twice other than the contract addendum says she can. THEY ACTUALLY CLAIM THAT THEY OWE NOTHING ON THIS CLAIM NOW!ALSO, To give some history on filing the claim I filed & then talked to them in January I was asked for numerous forms. I sent them. Next month I had to call again. I was told we need more information & asked for some of the same forms again. The next month I again had to be the one to call & got same thing. For 5 months straight. Then they say oh he doesnt work here anymore. But never bothered to call me. When I disagreed with her on the phone about the numbers & ask for her *********** she acted like she didnt know who to tell me was their boss.

  Customer Answer

  Date: 08/01/2023

  The other thing that they told me was that "if you look on page 2 of 4 of the contract you signed...". I said I do not have 4 pages. She said "again look on page 2 of 4". I said i told you that I do not have 4 pages. So I am wondering what she is talking about because i have all my paperwork and the contract was 1 page front and back. She began to read a definition that explained what they pay or excluded. She claims that If my payment was due on the 2nd of each month and i paid my payment on the 3rd or after, then they don't have to pay me that amount. I said that is NOT how I read that! She continued and said yes that is what that means. I said no that is not how i interpret that. At the time of loss I had NO late payments due and all the interest was paid in full for the entire loan. 

  Business Response

  Date: 08/15/2023

   

  Dealer Motor Services is in receipt of BBB Complaint ********, and provide the following information.
  
  On January 13, 2023 a GAP claim was initiated by the customer for a total loss of the vehicle on December 16, 2022.
  
  Upon receipt of all required claims documentation, Dealer Motor Services reviewed the claim and determined a negative GAP benefit due to the prior damage estimate of $5,583.81.
  
  As per the Addendum under  CONDITIONS; Exclusions This addendum will not provide coverage for loss: 10. For any amounts deducted from the primary carriers settlement due to wear and tear, prior damage, unpaid insurance premiums, salvage, towing and storage and other condition adjustments.
  
  As the amount of the prior damage exceed the Waivable Loss, no claim payment is owed.
  
  Please contact our office if you have any questions,

  Customer Answer

  Date: 08/21/2023

  I am rejecting this response because: I turned the claim in to the ************* company  in Janurary and they gave me a list of all the information that was needed to complete the claim. I went for a month without hearing from them so I had to call for an update. I was intstructed that they needed more information. I sent it and still heard nothing so after another month I had to again call for an update. Again, they said they needed more information. This continued for 5 months. I then called to say hey, I need something done on this. I was informed AT THAT POINT "oh he no longer works here" but they never contacted me to say this. They also said immediately oh we see you have sent in all the required documents and we will get it taken care of. It was like they were purposely waiting and not contacting. When I spoke with ***** from the ************* company, she told me to "look at page 2 of 4 on my contract". I told her that I do not have 4 pages on my Gap Contract. She only repeated again "look at page 2 of 4 of your contract. I again said I do not have 4 pages on my contract and I am looking at my Gap Contract. She ignored what I said and said well if you will look where it says definitions on page 2 of 4. I told her I am looking at my Gap contract and there is not 4 pages. I told her I do see where it says definitions if that is where you are talking about. She just started reading like that was explaining why they came up with the amounts that they were using. I told her that I do not agree that that is what that means. She interpreted it one way and I interpreted it another. She refused to explain where she came up with the numbers that she was using because she could not explain them. I asked in 3 different conversations "where did you get these numbers from??" I was not given an explanation breaking down the numbers. I was told the 'Amount at the time of Loss' was given to them from *********** and I would have to call *********** and ask them about that. I called *********** and asked why they gave them that amount. Their exact words to me is "No Ma'am that is not what we told them. They are lieing to you." I called the ************* back and asked again about this. I asked for them to give me a break down of where they got their figure from. They did not give it. I also asked why they were deducting the Deer Damage from the totals twice, I was told "no we are not". I told them yes you are. Since, they could not and would not discuss the amounts with me, as to where they came up with them, there was no explaining that you have took them out twice. The ************** Allstate determined that My car's value was $17303.00. They said since we sent you a check for the *******, we are only going to send a check for the difference of ********. I agreed. The ********************* says that the amount at the time of loss was ******** instead of the 18k+ that *********** told them... then they deducted what Allstate paid which was ******** then they deducted the deer damage AGAIN so that they can say we don't owe you anything.

  When I asked ***** for her last name, I got the answer "my name is *****".  I said what is your employee number? She replied I do not have one. I said, then who is your boss or the person you report to? she said his name is ****. I said does **** have a last name or employee number. She said his name is **** and you have already spoken to him. I said ok, Who do you both report to? I would like to speak to whomever is in charge? She didn't not answer like she didn't know what I was talking about. I said do you both have someone that you report to or who owns the company? She said, and I quote, "My name is ***** and I do not have an employee number and my boss is **** and he does not have an employee number."

  She was refusing to give me any information to anyone that they reported to.

  From all that I have read on this company, these types of things are common and it appears to me that this company is a hoax. They are scamming people ouf of their money. I have spoken with the Attorney General and they have sent me forms to fill out and instructed me to also contact the Insurance Commissioner for the state. 

   

   

• Initial Complaint

  Date:05/15/2023

  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.

  My car was totaled by another driver on 02/20/23. Their insurance paid out the claim on the vehicle over a month ago. H3****6333635333837H (who holds our GAP policy) has been the slowest to respond and has required a ridiculous amount of paperwork that seems to be a way to keep the consumer busy until the claim expires so they dont have to pay it out. We have had to make 3 car payments on a vehicle that no longer exists due to the amount of time H3****6333635333837H is taking to process our claim. 2 weeks ago, we sent in the last required document but cant get a response from the business about the status of our claim. I just want this claim to be processed and paid. Claim#****-3339.

  Business Response

  Date: 05/25/2023

   

  Dealer Motor Services, Inc. is in receipt of BBB CASE ******** and provide the following information.

  On March 8, 2023 a *** claim was initiated for a total loss occurring on February 20, 2023.

  As per the *** Addendum under LOSS DOCUMENT PROCEDURES: In the event of a Constructive Total Loss, You must notify and provide all of the following to Our ***
  Administrator, : 1. a complete copy of the primary insurance settlement, including the valuation report; 2. a copy of the
  original Financing Contract and this addendum; 3 a copy of Your automobile insurance policy; 4.a copy of the payoff from the financial
  institution/lender as of the Date of Loss; 5. a copy of the insurance settlement check; and 6. any additional reasonable documentation
  requested by Our *** Administrator or ** (where applicable, see State Disclosures). The *** Administrator will not obtain this information
  for You. The *** Administrator must receive this documentation within ninety (90) days of settlement by Your Primary Carrier. If You do
  not have primary insurance coverage, the Administrator must receive this documentation within ninety (90) days from the Date of Loss. No
  waiver will be made under this addendum if this documentation is not provided to the *** Administrator within this stated time period.
  Reasonable access must be provided to the Covered Vehicle for inspection if required.

  According to our records, the final required document was received on May 16, 2023, and the claim was processed for payment on that date.

  On May 18, 2023 the *** payment check was sent to the lienholder as per the terms and conditions of the Addendum.

  With claim payment issued on May 18, 2023, Dealer Motor Services considers this matter to be closed.

  Please contact our office if you have any questions,

  Thank you,