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:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for ************* through this company and they keep giving me the run around. Ive submitted paper work multiple times. Even after I submitted all the paperwork they submitted to the underwriters and didn't send all the paperwork in. I had a service contract that expired and I am not getting a refund for it but GAP is calculating me getting a refund, even after I submitted all the paperwork saying I wasnt getting one. Also my primary insurance paid an amount to my lienholder and GAP got that amount wrong. Saying that my insurance paid more when they didn't. I have a replacement plan through my primary and they are counting that, saying it went to the lienholder when it didn't. I separately got extra coverage to help me replace my vehicle if I ever had a total loss. Even my insurnace adjuster said they are not supposed to that. The customer service is ridiculous. They are ugly and no one is on the same page. I have gotten different answers from everyone I spoke to. Ive been dealing with this for over a month now and its getting to the point where it will start affecting my credit because I cant afford two car payments. A deer hit my car and totaled it. After my insurance paid, I owe 13k left on my loan and *** has only paid 5500. I have never missed a payment nor been late! Why have the coverage if its not going to do anything. Why be penalized for having extra coverage. This company is a joke. This is an insurance nightmare!

  

  Business Response

  Date: 04/29/2025

  Claim Summary:
  

  04/01/25: Claim initiated by a phone agent after the member called in. Initial documents received same day; reviewed on 04/02. A letter was sent requesting missing documents (Purchase Order, Extended Warranty Contract, revised Insurance Settlement Breakdown).

  04/02: Remaining documents received and forwarded to underwriter.
  04/08: Member called for status. Informed it was the 4th business day and to expect a response within the 57 business day timeframe.
  04/10: Underwriter issued worksheet showing payment of $5,570.46.
  04/11: Member called upset about expired warranties listed. Sent additional documents for supplement consideration on 04/12.
  04/14: Member followed up on supplement status; underwriter had not yet provided an update. Status request sent to underwriter.
  04/15: Underwriter approved a supplement payment of $2,500.
  04/17: Member submitted more documents for further review.
  04/18: Underwriter responded that the member had already been compensated $3,154.99, and any additional GAP payment would result in duplicate compensation, which is not permitted per contract terms. No further funds are owed.

  We already paid :$8,070.46

   

  There is no additional funds due to this consumer.  Thank you

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23204445
  
  I am rejecting this response because:
  Per my insurance adjuster, this company is my primary ************* and that they are responsible for the difference of the cash value of the vehicle, which is a little over 10k, that my insurance has paid. The remainder is supposed to be paid by the primary *************. You got the wrong documents and the value of my vehicle is only 10k. GAP has paid a little over 8k and they are responsible for the remainder 3k on my loan.
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 04/30/2025

  We have sent the full record of all actions that have occurred on this GAP claim.  Neither the Underwriter nor our company has received any additional documentation to render a different decision on this matter.  Should Ms. ******* have any additional documentation for us to review that could lead to a different result, she can send directly to me at ***********************************  We have paid out all that we were required to pay on this GAP claim. Thank you.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23204445
  
  I am rejecting this response because:

  My adjuster has sent all the correct documents to the underwriter and I was on that email. I had a replacement coverage for my vehicle, that does not go toward the loan. That is a separate coverage that doesn't go toward the value of the vehicle. Its to help replace my vehicle. You received the wrong documents stating my vehicle is worth more than what was paid. Someone messed up and my adjuster had to fix it. I have already in the previous response submitted the correct valuation report, as did my adjuster. You are basing this claim off incorrect information. 

  Sincerely,

   

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

   

  

  Business Response

  Date: 04/30/2025

  There is no additional clarification needed  We have provided the underwriter worksheet.  We have provided a claim summary.  We are confused as to why the consumer feels she is entitled to additional compensation.  The agreement she purchased was a GAP waiver.  This is not insurance.  This is an amount that we receive from the lender that is remaining once the insurance carrier settles the claim.  We have been in contact with all parties and have provided ample back up to this claim.  The documentation provided was already received and used to process the waiver payment.  Unless there are additional NEW documents we suggest that the consume reach out to her lender or the insurance company with additional concerns.  There is no additional payment owed.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23204445
  
  I am rejecting this response because:

  Its not additional compensation. I purchased *** to pay the difference that is owed once my insurance pays there part. I owed a little over 2k because I "skip a payment" , since my lender offered it. GAP doesnt cover that, so I have paid that. The remainder is supposed to be covered by GAP. After the payments you have sent, I still owe over 3k. My lender has documentation as well showing the remaining amount owed. My insurance adjuster also has documentation, which I've submitted already. You cant provide ample back up when your paperwork is wrong and I have repeatedly tried to send you the correct documents. Please let me know what I need to send showing that 14k wasnt paid to my lender by my insurance. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I initially called for roadside assistance around 5:45am and was told someone would be there in an hour. The hour passed i called back they said they were still searching for a company someone would call me back in 10 minutes. No one ever called. I called back for a 3rd time around 8:00am and they told me that someone would be there in 90 minutes at this point I had been sitting on the side of the road with a flat tire 3 hours. And first question they ask is are you safe? I feel you don't really care you haven't sent anyone out to assist me with my ******** was alone. Instead of shopping around for cheaper prices rather than being concerned for your customers. I've been paying this insurance for 2 years; this was my first time using it. This experience helped me realize I'm wasting my money. This roadside assistance company is not for me or you. It's horrible! I will never recommend and ****** Insurance needs to drop them as a client ??. I'm so angry. I had to call another company to assist me after waiting all this time I was supposed to be at work. When I pay for this service with Nation Safe Drivers roadside assistance club

  

  Business Response

  Date: 04/09/2025

  We have repeatedly tried to reach Ms *********** to get a copy of the receipt for reimbursement.  Her voicemail is full and we have had no luck contacting her any other way.  If Ms. *********** can reach out to ********************************* we can reimburse her for her tow.  Thank you.

• Initial Complaint

  Date:03/22/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3.21.2024 my car wouldn't start so I contacted roadside assistance. They kept telling me they would be there in 20 minutes but took 3 hours. When the provider showed up he continuously tried to start my car and even though he had a tow truck he stated he could not tow my car because it would not start. When I told him the whole reason I needed a tow was because my car wouldn't start he was rude and told me it was not my problem before he left me in the parking lot. He had states that I need a different kind of truck, which was information that was not advised to me on the phone. I called the roadside back and they told me that I would have to pay out of pocket for another tow even though it was their error and their service provider who did not provide me the service. She also stayed that she would call me back in 5 to 10 minutes. She never did. I had to call and get another tow truck driver. By then I had been outside almost 4 hours. My roadside did not call me back and even try to send another tow truck until almost an hour later when I had already secured my own tow truck. I am requesting to be reimbursed for the 195 I had to pay out of pocket. My insurance number is *******. That is for Anchor and Nation roadside. There is no reason I had to pay out of pocket when it was their error. I had a bad anxiety attack because during this time my phone my phone was going dead in the parking lot.

  

  Business Response

  Date: 04/25/2025

  We reached out to the consumer on March 26, 2025 to receive a copy of her receipt for $195 in order for us to reimburse her for the tow.  We have not heard anything else from the consumer.  If she can send to me the receipt for her tow to ********************************** I will be happy to get her reimbursed.  Thank you.  I apologize for the delay.

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been dealing with them since October. They were forcing me to make car payments on a car that was totaled sitting in a junk yard which costed $1048.00 and now they are only willing to give back $118. We have gave them all the papers they needed at the beginning and it took them months to come up with this conclusion even though they had everything. **** is non refundable and they still kept asking for a sheet that says it was refundable. They should know that it is not considering they work within Gap. The lady on the phone was extremely rude to me by treating me like a child and speaking over me. My mom is the main person on the car but I paid the loan, she signed the car with me, they respected her but not me. I am not a child, I am 25. They had no empathy at all knowing that I got T-boned and was in pain for several days. I want all of my money back.

  

  Business Response

  Date: 03/27/2025

  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 paid and paid correctly on 3/12/2025 .  Claims are calculated according to the terms and conditions within the contract that is signed and agreed upon.  Please refer to contract provisions under Qualifying Loss (difference between the Net Payoff and the Actual Cash Value.  The Qualifying Loss includes the amount of the physical damage deductible on the Primary Carrier policy up to $1,000).  ************** policy did have a $2,000 deductible, therefore the excess deductible of $1,000 was deducted from calculations.  For your convenience we have included copies of the calculation worksheet and gap waiver.   We thank you for giving us the opportunity to provide an explanation. 

  Customer Answer

  Date: 03/29/2025

   
  Complaint: 23057047
  
  I am rejecting this response because:
  
  Sincerely,
  
  Trinity *****

• Initial Complaint

  Date:03/12/2025

  Type:Sales and Advertising 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 paid ******* for ************* for an accident that happened in 10/2024. We had to submit documents over 3 times each, tons of documents over and over again of the same documents. Each time they would say well we got this document but we need this document, and you could see on their site they already had it. We paid ******* to pay the loan off with *** because they kept waiting on underwriting and documents. Now they are saying they only owe us ******. We were never told about a deductible ever. They never called me back, I always called them and it was a complete run around.

  

  Business Response

  Date: 03/12/2025

  This complaint and Trinity ***** are same complaint, both mother and daughter making same complaint.  We will research and respond shortly.

• Initial Complaint

  Date:02/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 02/24/2025

   
  Complaint: 22982397
  

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

  

  Business Response

  Date: 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

  Date:02/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:01/13/2025

  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.

  *********** 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

  Date: 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 Answer

  Date: 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

  Date:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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 ***** ********.