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:06/16/2022

  Type:Delivery 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.

  We have a 2022 Kia ******* and purchased ************ protection package. We have utilized the coverage twice with little to no issues. Recently we had to have a tire replaced and have had no luck getting reimbursed. The dealership and I have sent all requested documents multiple times with no answer. I dont understand the inconsistency and lack of communication.

  

  Business Response

  Date: 06/16/2022

  Thank you for your inquiry. Kindly be advised that your payment was requested on 6/7/22; unfortunately, we had a system issue that delayed printing of checks for a few days. The issue has been resolved and payment was mailed to the account holder on 6/15/22. We apologize for the inconvenience. 

  Customer Answer

  Date: 06/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/01/2022

  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.

  We went to **** Fri evening April 29, bc our rear right side tire had a bolt in it causing a flat. It was in good condition so the service person said it would definitely be covered by insurance. In the end 2 others needed to be replaced for wear so agreed to replace all 4 & said theyd call insurance to get the 1 covered. They called later saying NIU was closed so theyd call them on Mon. We were leaving for ******** on Mon so we paid out of pocket to get the car Sat night. ******, person in charge, assured me he would call on Mon & get the claim put it. Informed him of last claim w/ this company about a ********* was denied, bc thread count was low. Explain to him he needed to have *********** info ready so they wouldnt deny another claim. Last claim denial was Frustrating as well. Even **** service in Fla where the tire was hit by scrap metal on the hwy, argued with them it should be covered bc no matter the thread, tire would be severely damaged by that metal.****** said he totally understood & would be sure to call them Mon & have pics ready. Few weeks went by & didnt receive reimbursement, so I called NIU. The rep said **** had to do appeal bc it was denied for not getting pre-authorization. Explained when this happened NIU was closed so wasnt anyway to make claim.She assured me it would be taken care of once **** uploaded appeal. ****** filed appeal & hadnt heard back. Last week called ********* theyre denying ************** didnt call on Mon. I have no control over **** and when their employees come to work. ****** was sick & didnt return to work til later in week & filed claim. This is just another excuse not to pay for justified claim. Theyre saying contract States claim must be filed next business day. Again, when I bought this insurance, was told to take car to **** for issues. The insurance cost me $5k yet they deny tire claims for bogus reasons.If timing is so important, they should have staff to receive claims!

  

  Business Response

  Date: 06/02/2022

  Thank you for your inquiry. We certainly regret that you had a negative experience. As you had two distinct issues, we will address each on its own merits. In reference to your claim of 2/10/22, it is undisputed that the tread depth of the damaged tire was below the threshold covered by your agreement. In fact, your contract clearly states that "This Agreement does not cover: (y) any damage to tires with tread depth of 3/32" or less at the lowest point on the tire." This unambiguous language makes it clear that the tire was not eligible for coverage, and that claim was properly denied. As for your most recent claim, the agreement clearly enumerates the procedure for filing claims after our offices have closed. The terms of the contract state that you must contact us "the next business day to report Your claim; (2) You must complete and return the proof of loss form with: the original, paid, repair invoice, legible copies of the front and back of Your Agreement, a legible copy of Your Vehicle purchase order or finance agreement and photos of the damaged tire(s) and/or wheel(s)." Furthermore, the contract goes on to state in bold face type that "THE ADMINISTRATOR RESERVES THE RIGHT TO INSPECT ANY DAMAGED TIRE AND/OR WHEEL PRIOR TO ITS REPAIR OR DISPOSAL. FAILURE TO PRESERVE DAMAGED PROPERTY MAY RESULT IN CLAIM DENIAL." In your complaint, you state that you went to the dealership on 4/29/22 to replace the tire; however, the claim was not reported to us until 5/6/22. Wee understand that you relied upon the dealership to report the claim on your behalf, the ultimate responsibility for reporting the claim is yours and yours alone. While you state that this was a justified claim, we must be afforded the opportunity to independently validate all claims before we can commit to payment. With all of that said, we are of the understanding that the service advisor who assisted you took ill before he could report your claim. If you or the dealership still have the damaged tire for our inspection, or if you can provide photos of the tire including the tread depth and area of damage, we may be in a position to reconsider the denial. As for your intimation that we make excuses to avoid the payment of legitimate claims, nothing could be further from the truth. This is proved by the fact that you had two prior claims in which authorization procedures were followed and which were paid without incident. We appreciate this opportunity to explain our position.

  Customer Answer

  Date: 06/03/2022

  Hello,

  Thank you for your response and your willingness to look further into processing the latest claim with documented pictures and evidence. 
  The tire is still available for inspection, as I told **** they should not dispose of it and to take many pictures. **** has already uploaded multiple pictures in the appeal request. A bigger part of my frustration  is that with multiple calls to NIU, which took over an hour each, they all ended with the representative promising a callback from the supervisor. We have yet to hear back from a supervisor hence the reason why I reached out to BBB. Please let me know if you would like to send someone to inspect the tire or if the pictures from **** are adequate to approve this claim. If you havent received the pictures please inform me  of that as well. 
  Thank you for your response and the courtesy of reconsidering this claim. 
  Complaint: 17294762
  
  :
  
  Sincerely,
  
  ******** Didomenicantonio

  

  Business Response

  Date: 06/14/2022

  Thank you for your follow up inquiry. On 6/9/22, we received a photo of the damaged tire for the first time. We have now reversed our denial of this claim. A representative will be contacting you to bring this matter to arrange for final documentation and payment. 

  Customer Answer

  Date: 06/14/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** Didomenicantonio