Complaints

• Initial Complaint

  02/24/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 21 I sent an email to nation motor club regarding an appeal. They denied my gap insurance claim of $5,000 , however I wanted to appeal there claim. I spoke to a representative there and she said the process normally takes about a week for them to respond. I have followed up multiple times but I still have not heard a response. There tardiness is affecting my credit score because the finaance community still is expecting the remaining debt to be paid.

  

  Business response

  02/24/2025

  The claim was denied for Mitigation of Loss.   Per the police report *** ***** went inside ********* to purchase some items and upon his return the vehicle was gone.  *** ***** advised police that he had left the vehicle running with the keys inside the ignition.  Pursuant to the Gap addendum purchased, a mitigation of loss is a deniable offense.  There is no payment available for this claim.

  Customer response

  02/24/2025

   
  Complaint: 22982397
  

  I have not heard from the underwriters regarding the appeal letter i have sent them. 
  
  Sincerely,
  
  ****** *****

  

  Business response

  02/24/2025

  This compliant was answered earlier today.  

  The claim was denied for Mitigation of Loss.   Per the police report *** ***** went inside ********* to purchase some items and upon his return the vehicle was gone.  *** ***** advised police that he had left the vehicle running with the keys inside the ignition. 

  The appeal has been denied.

   

• Initial Complaint

  02/15/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We filed a claim on 1/2/25 with NSD for gap. The underwriter received everything 1/9/25. I guess she requested more docs from our lender she received om 1/22/25 she had those reviewed on 1/31/25 i was told this day that the following week she would have the amount tallied and send the gap check to my lender. It is 2/15/25. Nothing has happened. When I call to get status up date they keep Saying they send email status update to underwriter and they give 48 hours. Still nothing. 2/12/25 supposedly they did an escalation again said 48 hours which it has been and still nothing. I am not sure how long it takes the underwriter to calculate the amount gap is to pay. But I think weeks is a bit long. My insurance paid within 2 weeks of the wreck which was 12.23.24.

  

  Business response

  02/19/2025

  Thank you for your inquiry, it is our desire to thoroughly investigate every claim that is reported to us.   We have had the opportunity to review our claim file.  Subsequently, your claim has been paid in the amount $13,227.08 on 2/17/2025.  Claims are calculated according to the terms and conditions of the contract that was signed and agreed to.  For your convenance we have attached copies of claim calculations and gap waiver.  We thank you for giving us the opportunity to provide claim details. 
  

  

  Business response

  02/19/2025

  Thank you for your inquiry, it is our desire to thoroughly investigate every claim that is reported to us.   We have had the opportunity to review our claim file.  Subsequently, your claim has been paid in the amount $13,227.08 on 2/17/2025.  Claims are calculated according to the terms and conditions of the contract that was signed and agreed to.  For your convenance we have attached copies of claim calculations and gap waiver.  We thank you for giving us the opportunity to provide claim details. 
  

  Customer response

  02/19/2025

   
  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

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother has been trying to get ************* paid from this company since April of 2024. They have been emailed copies of the traffic report at their request and still state that they are not getting all the information. They will supposedly get part of the papers but not all attachments. I have multiple emails and made multiple calls to the business with no help. I was told it must be something wrong with the computer. My mother is 83 years old and has been turned into a collection agency because Nation Safe Drivers refuses to pay for the remainder of the note. Any help would be appreciated. I have sent all the paperwork again today.

  

  Business response

  01/23/2025

  I apologize for the difficulties you have had for your GAP claim.  If I could please get your mother's information - Name, address, phone number, and policy number I will ensure that the claim is examined as soon as possible.  Thank you!

• Initial Complaint

  01/13/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  *********** is a dispatcher company they reached out to me on December 11 2024 to help one of their stranded motorists with a jump service and a tow service which were both price at a fair price. My company name is D&G economy towing . The ************ for $60 and the tow service for $110 they made online payouts for both via email with a company credit card nsd made these payments not the customer I towed. Which are the pictures I provided are of the customer car at the dropped off location. 2 weeks go by and the company puts in a charge back for the tow service I completed . I called and emailed for days till they finally got back to me with a response and their response was that the customer wasnt covered on their end for a tow service but they were the ones that dispatched it and submitted payment. And that I should seek payment for a service I completed weeks ago and I have no way of contacting the customer. They were little to no help they put a charge back and removed $110 from my account after calling in again multiple times with no resolution from them I feel like theres nothing else I can do but put in a complaint with bbb . *** company is known for charge backs for completed payments all over the states with multiples complaints on tow pages and forums they seriously need to be looked into they are doing theft of services.

  

  Business response

  01/13/2025

  Our offices reached out to the provider and made arrangements to pay the amount due.  There was an internal error on our part which was corrected.  I believe the complainant is satisfied with the results.

  Customer response

  01/23/2025

   
  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

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called my insurance company on Oct 30, 2024 to get a tow to a tire shop. I sat there for over 5hours and no one showed. A passerby asked if I needed help and he took me to a tire shop. On the way back a tow company was taking my car so I rushed back. He started pulling on truck without tires on or keys so my tires were locked and also broken my air pump which was found in ***** along highway. I asked why would he do that if I stated that I had to be with the car. So I contacted vendor support with transfred me to nation safe drivers for damaged vechilces claims. I spoke with someone about two weeks later on Nov *******. Since uploading pics and receipts I havent received any emails or calls back. Every time I call Im told that ****** ****** person handling claim is busy. Today I asked to speak with a supervisor since this has now been 2 months since anyone contacted me. I was told by a supervisor that ******* is the supervisor and only one who can help and that I needed to start process over. This is so unprofessional and wanted to see if there was help from anyone else but got a dead end. So now Im writing a complaint about the lack of urgency or professionalism I have receive being that was my only car and I was out of town and three hours away from my home town.

  

  Business response

  02/04/2025

  Ms. ***** received a denial letter with an explanation from Mr. ****** on Wednesday, December 11th via email.  A copy of the denial letter is attached.

  The email stated the following:

  I have concluded my investigation. We are unable to hold the provider liable for damages to your vehicle. Based on photos provided by yourself and the tow provider we cannot verify that the provider attempted to load the vehicle. The tow truck is not visible at the rear in either set of photos. Additionally, the breakdown reason was due to a shredded tire. A damaged, or flat tire, can be the symptom of a bent control arm
  
  This is not to say that the provider did not cause all, or some, of the damage being claimed. Only that we cannot find sufficient evidence to hold them liable. I am attaching a denial letter. Please keep a copy. If you wish to file an insurance claim they may request a copy.
  
  in addition the following information was provided:

  This claim was denied on 12/11. I have attached the email sent to the member which includes the denial letter. The member called earlier, but I was not available. She was instructed to email me. She then immediately called back, requested to speak with me again, and was told to please email me her concerns as I was not available.
  
  
  Member's statement:
  
  
  Member claims that the provider hooked the vehicle on both the rear control arms. No damage to the ** unit or compressor. Vehicle needs to have both control arms replaced and an alignment.
  
  
  When I originally spoke with the member on the phone (11/19), she informed me that a passerby took her to a shop to purchase a new tire (the breakdown reason is listed as a shredded tire). When she returned the provider was in the process of loading the vehicle from the rear. She demanded they release the vehicle which they did. However, the provider states that the member arrived while they were prepping the vehicle to load it and began screaming and using profanity. He eventually left the scene.
  
  
  The provider contacted dispatch at the time of service to inform us.

  To summarize: There is no evidence the provider hooked the vehicle. All available evidence appears to contradict the member's claim, including her own photos. The breakdown reason is consistent with damage caused by a bent control arm. Meaning the issue was most likely preexisting. Additionally, Melissa Smith did not comply with our request to reach out by email. She did not request to speak with a supervisor per ***** Paborito and ***** ********.

   

   

• Initial Complaint

  12/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I bought ************* and *** has not done its job and pay the remainder of the vehicle loan, which is $1687.32. The date of the accident was 31Oct24. On the 24Dec24 ******* ******************** intends to deduct from my account the balance of this loan.

  

  Business response

  12/20/2024

  It is our desire to thoroughly investigate every claim that is reported to us.   We have had the opportunity to review our claim file.   Subsequently, we have determined that your claim has been calculated correctly, there was no balance to be paid.  Claims are calculated according to the terms and conditions of the contract.  For your convenience we have attached copy of contract and payment details.  Please refer to Net Payoff on contract.  Net Payoff means the amount, as of the Date of Loss, represented by the portion of our unpaid balance according to the original payment schedule of the financing contract that is secured by the collateral, subject to the following limitations:  the amount does not include any unearned finance charges or loan/financing changes; past due payments/skipped payments as described in the financing contract; late charges, uncollected service finance charges.  Payments were not made according to the original payment schedule.  We hope this explanation explains the calculations.  We thank you for giving us the opportunity to provide explanation. 

  Customer response

  12/20/2024

   
  Complaint: 22687979
  
  I am rejecting this response because:
  The purpose of ************* is to PAY what the auto insurance does not. 
  you do not get to cherry pick pick what you pay!
  
  Do your job and pay this $1687.32 left owing for ************* to be what I paid for and what is your duty.

  ******* **********

  

  Business response

  12/31/2024

  This was responded to on December 20th.  Thank you

  Customer response

  12/31/2024

   
  Complaint: 22687979
  
  I am rejecting their response as non-responsive and does zero to resolve the matter.

  And this surely is not the end of the matter.
  
  You were paid for a service. You took the money. Now do what that obligation entails.

  ******* **********

  

  Business response

  01/13/2025

  Mr. ********** spoke with Ms. ******* at our company on Thursday, January 9th, to discuss his complaint.  It was during that call that Mr. ********** admitted to Ms. ******* that he had "missed some payments here and there".  In accordance with the terms and conditions of the *** Waiver he purchased, all outstanding payments to the lender, prior to the total loss, must be satisfied.  *** does not owe the credit union for Mr. ************ missed payments, which total the amount in question.

  Customer response

  01/13/2025

   
  Complaint: 22687979
  
  I am rejecting this response because of the mischaracterization of the payment schedule. I did NOT "miss" any payments.  But I am not surprised NSD would characterize it so. 

  The credit union offered this year to skip a payment and have a better Christmas rather than make a car note. It was offered by them and the remained in good standing. 
  
  ******* **********

  

  Business response

  01/13/2025

  I apologize for the miscommunication.  According to the credit union report and Mr ********** 9 payments were "skipped".  We are happy to provide the worksheet we received.  What we suggest is that Mr. ********** get in touch with his lender.  If there is a misunderstanding on the information we received we are happy to reevaluate the claim.  

  Customer response

  01/14/2025

   
  Complaint: 22687979
  
  Regardless of miscommunication or skipped payments. Stay on point. ************* covers what the conventional auto insurance does not.

  I am rejecting this response because this company, thus far, has failed to do what I paid $895 in 2020 for them to do.
  
  ******* **********

• Initial Complaint

  12/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Nation Safe,This complaint concerns two tire replacement claims I filed in February 2024 (claim numbers 203-TRR-*********** and 203-TRR-***********). I purchased my tires through Tire Rack and understand that Nation Safe Drivers manages the warranty program.I was recently informed that these two claims were denied due to a lack of prior authorization. I am a bit confused by this, as I had previously understood from conversations with your customer service representatives that authorization had been secured. In the past, my claims have been successfully processed under similar circumstances without any formal **************** add to the confusion, I submitted three claims simultaneously, and one was paid. I want Nation Safe to provide payment for these two claims, at $442 each, as I followed the same procedure for the previously approved claims. I appreciate your attention to this matter and look forward to your response.Thank you.

  

  Business response

  12/10/2024

  The TireRack program that was purchased by Mr. ******** clearly states that prior authorization is required prior to service being performed.  In doing research, it was discovered that a prior claim for another tire was erroneously paid due to lack of prior authorization.  Mr. ******** was advised of this when he filed the additional tire claims.  There is a process to be followed in accordance with the program that Mr. ******** purchased.  

  After reviewing the facts, the claim stands denied.  

   

  Customer response

  12/27/2024

  Please allow me to address the businesses claims. Nation Safe has provided conflicting information regarding my tire claims. It was never clear to me what constituted a formal prior authorization. Ive contacted their support team regarding all claims, and they advised me that I followed the proper procedures. However, the business is now alleging that they mistakenly approved one of my three claims, which is a new development. Based on these facts, I believe the business is engaging in a deceptive practice. I have respectfully requested that the business rectify the situation by approving the last two claims, considering that one of them was already approved with the same parameters. 

  

  Business response

  01/06/2025

  Member filed claims on 2/14/2024 however the tire was replaced on 1/9/2024 - he replaced the tire without getting authorization. We explained this to him and advised it is stated in his contract. We denied the claim on 2/29/2024. On 4/1/2024 he wrote in and stated that we would like an exception made, we escalated to the appeals team in processing, and it was still denied on 4/3/2024.
  On 4/8/2024- he stated that he has done this in the past and it was approved and we advised if that was the case it was a mistake and based on his contract we can not approve this claim.  

  The original claim should never have been approved.  it clearly states in the contract that prior approval is needed for the claim to be processed.

   

  

  Business response

  01/06/2025

  Member filed claims on 2/14/2024 however the tire was replaced on 1/9/2024 - he replaced the tire without getting authorization. We explained this to him and advised it is stated in his contract. We denied the claim on 2/29/2024. On 4/1/2024 he wrote in and stated that we would like an exception made, we escalated to the appeals team in processing, and it was still denied on 4/3/2024.
  On 4/8/2024- he stated that he has done this in the past and it was approved and we advised if that was the case it was a mistake and based on his contract we can not approve this claim.  
  The original claim should never have been approved.  it clearly states in the contract that prior approval is needed for the claim to be processed.
  
  

  Customer response

  01/23/2025

  I apologize for the delay in responding to this complaint. While I appreciate the approval of one claim, the inconsistent handling of the remaining two is deeply concerning. I followed the procedures Nation Safe's support team outlined to obtain authorization. The fact that one claim was approved demonstrates that the process was correctly followed on my part. Therefore, I find denying the other two claims, which underwent an identical process, arbitrary and unjustified. This discrepancy suggests a lack of good faith in resolving this matter and raises serious concerns about deceptive business practices. If this matter is not resolved to my satisfaction, I will have no choice but to pursue further action, including reporting the issue to relevant consumer protection authorities or exploring other legal options. 

  

  Business response

  01/23/2025

  i have answered the consumer repeatedly.  While I understand the first claim was paid, it never should been.  It clearly states in the terms and conditions how to make a claim.  Each claim is different.  And while we made an error in paying the first one, a corrective action was made to comply with the terms and conditions that Mr. ******** purchased.  I do not have any additional insight to provide on this claim.

• Initial Complaint

  11/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle ended up being a total loss May 31, 2024. The insurance company paid their amount and I have been waiting on this company to send my GAP settlement check since August. Everytime I speak with a representative they tell me something different and give me the run around. They keep stating they sent the check but the bank has yet to receive it 3 months later. A representative told me I had to wait 30 days which I did, after calling back and speaking with another representative I was told that the original check was never sent. Interest keeps building by the day and I have yet to get any answers as far as a tracking number locating where the check is or nothing.

  

  Business response

  12/10/2024

  It is our desire to thoroughly investigate every claim that is reported to us.   We have had the opportunity to review claim file.   The check in the amount of $7,518.91 was reissued to *************** on 11/21/2024 and mailed to ***************************************; 43231.  For your convenience we have attached copy of check.  If for some reason the lender has not received and address is correct please contact us directly for further assistance.  We thank you for giving us the opportunity to research and hoping the lender has received the attached check. 

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************* was purchased with the vehicle and the insurance deemed a loss and sent a check to the lienholder back in August 2024. We immediately contacted the gap provider to advise and get the process started. We have yet to get a resolution. We have been told to not pay the monthly car payment because this would be processed and sent to the lienholder and now It has been sent to my credit for being more than 30 days late. This company has not been helpful and continue to give us the run around. It should not take 3 months to process a claim. The insurance has already investigated, closed the case and made payment. I have never had to go through so much to get a claim paid and to have this affect my credit is devastating as I listened to this company who are supposed to be professionals. My credit is extremely important to me and this is not acceptable. I feel like at this point, legal professionals need to get involved.

  

  Business response

  11/08/2024

  It is our desire to thoroughly investigate every claim that is reported to us.  Final claim documents were received on 10/21/2024 and claim payment issued on 10/30/2024 to ************** in the amount of $11,587.34.  For your convenience we have attached payment details.   Please feel free to reach out to us if you have any further questions.   We are hopeful this resolution is favorable and regret any inconvenience you have experienced. 

  Customer response

  11/08/2024

   
  Complaint: 22517992
  
  I am rejecting this response because: I called on 10/31 and 11/5 and on both occasions I was told that it was still with underwriting and that a decision had not been made. It was suppose to be escalated and a message sent to underwriting regarding the status and we would know something within 48 hours.  I called back on 11/5 which was after the 48 hours and was told no response was rec'd by underwriting and a new message would be sent. Now they are saying it was paid on 10/30 and no one could see this information until after this complaint.  

  Also the issue of my credit report has not been addressed. 

  
  Sincerely,
  
  ****** ******* (simply Chique Llc)

  Customer response

  11/13/2024

  I am on a call currently 11/13 @ 4:37pm est with representative ***** & ***** **** - Team Lead who indicated that the claim went to the underwriter on 10/30 and check was issued on 11/6 which is in contradiction to the info provided in the company's response. I am requesting a copy of the check that was not issued until 11/6.  I made calls on 10/31 and 11/5 and advised that Underwriting had not responded and claim was still in process.  

• Initial Complaint

  11/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Company tries to take advantage of customers and providers. Company hired my company multiple times to service their customers. They paid by credit card by email. Every credit card they ever sent my company they filed a chargeback on. It didn't matter if services were fully completed, with photos, and signatures, or if these were gone on arrival discounted charges where a customer leaves the location before the provider gets there. They just give out the credit card to get the service done and then issue a chargeback just to do it. We learned afterwards that this isn't a one off experience. This is the normal for them. We learned too late. All over the towing forums this company is called out for running this scam on innocent towing companies. Then they move onto the next one. Not sure how these people sleep at night. This is fraud, but they must be so big that they know nothing will happen.

  

  Business response

  12/05/2024

  Thank you for brining this to our attention.  We have revamped our payment process and do not expect this to be a problem in the future.  

*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. ↩