ComplaintsforNorman & Company, Inc.

• Initial Complaint

  09/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a 2019 new *** ***** from Friendly *** dealership in ********************* on 6/07/2019. The dealership and finance manager recommend and talked me into getting *** insurance. It was financed into the retail contract with the cost $850.00. AUL, classic contract of Norman and Company**** was the contract provider.On 10/29/2023 I was involved in an accident that resulted in Progressive Insurance totaling the vehicle out. On Nov.14,2023 the insurance company sent a check to *** finance and it left a balance of $1580.42. I contacted *** finance and dealership to see what the next steps were to have the *** insurance to pay remaining balance. I contacted and sent all the paperwork that AUL, Classic needed. On 12/20/2023 documents were emailed, 1/5/2024 I faxed and us mailed the documents again. I contacted AUL, classic 3 times and never got an answer why they took my money and did not pay the claim. It's been this long and I guess AUL,classic by Norman and Company **** just wants to blow me off. The claim #A000126530 was for $1580.42 and I paid $850 for this *** insurance in retail contract which I was paying ***** % on. I want the amount paid as agreed per gap contract as told ..balance owed $1580.42 or cancel the contract of $850 with interest rate of *****% and send it to *** finance.

  Business response

  09/18/2024

  Good morning,
  Norman & Company takes every complaint seriously after reviewing your complaint and claim. Your claim was processed based on the terms of your contract. The contract covers up to $1000 for deductibles, but your policy had $2,500, and your insurance made a condition adjustment of $1,803.35 on vehicle valuation report for worn items that are not covered. Your contract was canceled based on the date of loss. With the deductible and condition adjustment, it was a no-benefit claim. If you have any questions, feel free to call and ask me.
  A000126530
  Thanks
  *** *****
  Claims Director

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase a vehicle with gap 9/2023. The vehicle had a tree fall on on my property in my driveway. Insurance deemed a total loss. I was unaware we had to file the gap claim. I reached out 8/9 and advised I need to file the gap claim. I gave the agent all the information and also advised no police report was obtained as it all happened at my home. I then uploaded what I thought was required only to find out additional documents were needed. I then obtained those items and followed up only to be advised they now needed a form printed and notarized since there was no police report. I am now a month into it with gap and 2 payments having to be made on a vehicle that has not been in my possession for 2 months. I'm now being told an additional ***** business days This has been the worst experience I have had in my life, I left a message for a manager to call me on 8/30 , we've gotten no response. All communications have been on our end

  Business response

  09/11/2024

  Good morning,
  Norman & Company takes every complaint seriously. After reviewing your complaint and claim, the vehicle loss Date was 7/5/24, and the claim was started on 8/9/24. The last required document was received on 9/5/24. Your claim has been forwarded to the **************** and will be reviewed and paid. All claims are reviewed in order when the last document was received. We did not receive a copy of your service contract refund. This did not delay your claim, as we ran a quote.  If you have a question, please call and ask me; I would happily review the claims process with you.  
  

  Attachment is the loss document procedure for your contract.
  
  Claims Director
  *** Smith 

   

  Customer response

  09/12/2024

   
  Complaint: 22262163
  
  I am rejecting this response because:If the customer agent would have  given me all the documents required when I reached out initially the 2nd time I reached out still didn't send me all documents.  I again called because I'm now 2 payments in on a vehicle deemed total loss 7/5. I've jumped through every hoop and still no results. Final documents were uploaded on 8/26 then told oh we have to send you a document you need to print and have notorized because of ********* report when I told agent on 1st,2nd and 3rd call there will not be a police report; a tree on my property fell on the vehicle in my driveway.  This is not how professionals should be handling business, especially in such a challenging time for us.
  
  Sincerely,
  
  ******* ****

  Business response

  09/18/2024

  Good Afternoon,

  I'm not sure how to respond; I have spoken to you on the phone, and we have answered your ****** and BBB complaints. Your claim was processed as the required documents were received. Your claim was delayed 35 days waiting for you to start the claim and an additional 20 days waiting for documents.The claim was paid 12 days later. 

  A000138250

  *** Smith 

• Initial Complaint

  07/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a truck from ******************* in May of 2022. With this purchase they offered a GAP policy that was for 150% of the vehicle at time of purchase. I have all of my original documents showing the paperwork I signed has a MSRP/NADA of $20125 giving me $30187 in GAP coverage. Truck was totaled in February 2024. Once my claim had gotten to a point where it could be settled they changed the ********* to $18600. Giving me a check that did not pay off the vehicle after the insurance paid their part. They gave the bank a check for less than $6000 leaving a $651.61 balance before interest and $1050 after interest. I feel like I was scammed into purchasing a false policy. Changing signed documents, not even coming close to the 150% (at vehicle purchase) I purchased. I had to pay out of pocket to get this vehicle paid off.

  Business response

  07/26/2024

  I reviewed your Gap claim and payment history. Your lender added CPI to the loan and later removed it. But fees there were added to your balance, and Gap doesn't pay fees. I attached the claim breakdown. If you have any questions, please call and ask me.  A000130289

  Thanks you

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

  Claims Director 

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased GAP ins coverage on a vehicle from Classic. The agreement was i am covered for up to $45k. Unfortunatly , my vehicle was totaled and i had to submit a claim for $12k. They postponed and postponed until finally paying less than half of the $12k saying that my ins company should have paid more and that is all they sre gonna pay. Leaving me stuck now with two car payments or ruining my credit. The customer service person i spoke with was very rude and said he is not gonna have this conversation just because i didnt read my contract correctly.

  Business response

  07/02/2024

  **************,
  A000134021
  We deeply regret that you feel your experience with our Company was not what you expected, and we take your concerns to heart. Ensuring your satisfaction is our top priority. We process *** waiver benefit claims per the coverage, terms, conditions, and exclusions listed in the *** waiver. There is a $2,966.00 difference between what your insurance company paid and what **** states the value at the time of loss. We also pulled comps in your area, which aligns with ****. A large portion of your outstanding balance was covered. The *** waiver benefit and all refunds will be sent to your lender.
  If you have questions or concerns, please call.

  i attached the claim breakdown and **** 

  *****************
  Claims Director 

  Customer response

  07/05/2024

   
  Complaint: 21918798
  
  I am rejecting this response because:  There must have been a mistake be cause yall chose the **** value instead of the *** which is what the ins, pays and what it says in the contract that you will pay. The dealer was in a big hurry to sell me another car and to sign me up with your GAP policy again. Now I have 2 truck payments because of your deception, This State has contractual laws to protect us from bogus contract deception practices.

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a total loss of a vehicle in January. My insurance paid out on 4/17/24. I was a few thousand dollars upside-down on the loan. I was informed by my lender that I had purchased gap insurance through Classic Trak. I phoned the gap company and started a claim. I was sent the claims center website information and uploaded a total of 12 documents. Fortunately, I still had the folder from the dealership. Although, I did have to request additional documents from my lender, dealership, and insurance company. The website looks really nifty but, doesn't show in real time that they have received the documents. I waited a few days and called. Was told that claims person would mark them complete when they were accepted. Two weeks went by before that happened. Then I noticed that there was a missing document. I called again. Informed that I needed a different version of the loan agreement. I went to the dealership and got this and uploaded it on 5/24/24. I check the claims page on the website every few days and all looks well. Nothing is noted as missing or required. I have called weekly and been assured that everything is moving forward. Still no word on the gap payout. I phone today 6/14/24 and am informed that they still need a anti-theft system warranty and proof of a refund. So, now apparently I have to go to the dealership and request a refund of this $449.00 anti-theft warranty since the car wasn't stolen. Meanwhile I have continued to pay the the $365.00 car payment monthly and am unable to qualify for a new car loan until this is cleared. There is a 7/16/24 deadline on the gap claim. I really feel like the company is going to continue to stall and request further documents weeks after telling me that everything is completed until the clock runs out on my claim. This has been an extremely frustrating, time consuming, and confusing process. I certainly will never pay for gap insurance again.

  Business response

  06/18/2024

  Thank you taking my call, I attached the claim breakdown and the payment will be going by Friday. If you have any concerns or questions please free to call. 

   

  *****************;

  Claims Director 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was involved in an accident and deemed a total loss in January 2024. I just happened to check the classic claims portal and I see that my claim was denied. No call, no letter... nothing. So I called and spoke with a rep named *** who stated that they didn't agree with the *** my insurance estimated and paid. She also stated that the gap contract states that my insurance must go by *** when deeming the vehicle a total loss. It does not state what platform they can use etc. Additionally, *** fluctuates daily so who's to say that they *** hasn't increased since March when my insurance actually re-ran their report? It's a breach of contract and I am planning to seek legal action if this matter is not resolved as it is a breach of contract and the last thing I want to do is re live this accident over and over when I almost lost my life so I will also seek damages for the mental anguish.

  Business response

  06/05/2024

  Good morning,
  Norman & Company takes every complaint seriously. After reviewing your claim based on your email and phone, A000125385, the vehicle was deemed a total loss on 10/28/2023, and the cause of loss was a fire, not an accident. After reviewing it was processed per the terms of your contract , we used your insurance company market vehicle value.  Your agreement does not cover deferred, or late payments. It does cover up to $1000 for the deductible.  If all payments were made on time and only had a $1000 deductible, your loan would have been paid in full.  The balance due to the lender of $4,652.90 is your responsibility . I attach a copy of the agreement with terms and conditions, claim breakdown and if you have a question, feel free to call me.
  Amortization due at time of loss $13,064.36      
  Balance with a deferred payments included $16.717.26
  Insurance deductible of $2000.00
  
  Thanks
  *****************
  Claim Director

  Customer response

  06/05/2024

   
  Complaint: 21802019
  
  I am rejecting this response because:
  I am not referring to that (fire) claim from October 27, 2023. I was involved in an accident on 01/18/2024 and which it sat for 2 weeks pending final review by your company. I noticed yesterday that it was denied. Additionally I have attached the document relating to this claim. You guys denied it due to ***. My insurance ran their valuation for the *** in March and issued a payment. You guys ran your report months later and are citing that since the *** is different the claim was denied. But please keep in mind that *** fluctuates daily and my contract states that the insurance company must pay the ***, it doesnt mention anything about what platform they may or may not use to calculate the ***. So In retrospect, you guys have wrongly denied my claim and are in breach of your contractual obligation. 
  Sincerely,
  
  ***************************

  Business response

  06/10/2024

  Good afternoon, I hope this email finds you well. I am writing to provide you with a detailed review of your claim, A000132094, and to address any concerns or questions you may have about it. The vehicle, purchased for $27,500, was unfortunately declared a total loss seven weeks later. The insurance valued the vehicle at $24,300, using Carfax to determine the value and listing the loss as hitting a utility pole. Your statement of loss attributed to hitting a deer. The insurance company listed the tires as in good condition,matched, and above driving standard, but they deducted $ ****** for the tires.Im attaching a copy of your contract with the terms and conditions. Per the contract, the Actual Cash Value is **** and only covers up to $1000.00 deductible.We ran **** with the sale date and loss date with mileage. The vehicle dropped in value at only $575. I did return your call today and left a message; please feel free to contact me with any questions or concerns.    
  
  Insurance under-value vehicle by $3,200
  Insurance deductible of $2000.00
  
  Thanks
  *****************
  Claim Director

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Instead of purchasing gap I purchased deposit allowance membership and never received my 5000 refund from deposit. Signed contract was never contacted. Im going to start to rescind this contract due to fraud Except as otherwise provided in this section, in the case of any consumer credit transaction (including opening or increasing the credit limit for an open end credit plan) in which a security interest, including any such interest arising by operation of law, is or will be retained or acquired in any property which is used as the principal dwelling of the person to whom credit is extended, (b) RETURN OF MONEY OR PROPERTY FOLLOWING RESCISSION When an obligor exercises his right to rescind under subsection (a), he is not liable for any finance or other charge, and any security interest given by the obligor, including any such interest arising by operation of law, becomes void upon such a rescission. Within 20 days after receipt of a notice of rescission, the creditor shall return to the obligor any money or property given as ******* money, downpayment, or otherwise, and shall take any action necessary or appropriate to reflect the termination of any security interest created under the transaction. If the creditor has delivered any property to the obligor, the obligor may retain possession of it. Upon the performance of the creditor's obligations under this section, the obligor shall tender the property to the creditor, except that if return of the property in kind would be impracticable or inequitable, the obligor Avesomgriallteiveilts reasonable value. Tender **** aboshal be made etsha, scation.of the usc 1635 adherence

  Business response

  05/29/2024

  Good morning,
  Norman & Company takes every complaint seriously. After reviewing your complaint and the Deposit Allowance Membership Program you purchased, we found that it expired on 2/10/2022. We had no contact from you or the seller to start a claim within the agreement's affected dates. I will attach a copy of the agreement with terms and conditions, and if you have a question, feel free to call me.
  
  Thanks
  *****************
  Claim Director

  Customer response

  05/31/2024

   
  Complaint: 21743460
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ****** Small

• Initial Complaint

  05/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *** has had all documents as of 4/16/24 and has been in final review this entire time. The company found the time to add a **** value to the documents as of 5/3/24 and thats the only progress made as of now. ************************************************************************************************************************************* limbo. I have let my bank handle this process for the most part but called myself yesterday to be met with itll probably be soon but I dont know from a person that was completely uninterested in assisting me and downright rude in general. Ive been patient and understanding throughout this process but my entire life is on hold while they dont know.

  Business response

  05/22/2024

  Sorry for the delay in the response, It looks the your claim is paid. If you have any question or concerns please call at **************

  Thanks

  *****************;

   

• Initial Complaint

  02/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  *********** on December 3rd, insurance paid on truck, gap denied me and had me waiting 2 months! Called to see why I got denied, fought them to send in a check for not even half of what was owed. Its been 3 months and barely got the check and Im left with money left over to pay. Called and the guy cant give me the right answers. ***************** is who I talked to last.

  Business response

  03/12/2024

  Mr. Story,
  Im sorry for your dissatisfaction with the gap process. As we discussed over the phone, the claim was processed and paid per the terms of the contract. Your gap contract doesnt cover prior damage or any amounts deducted from the insurance company settlement.
  

  Exclusion: 9. For any amounts deducted from the Primary Carriers settlement due to manufacturers rebates, wear and tear, prior damage, unpaid insurance premiums,salvage, towing
  and storage and other condition adjustments.
  

  Vehicle insurance valuation
  Condition Adjustment: -$1,257.22 Overall Condition: 2.49-Fair Typical Vehicle Condition: 3.00
  

  If you have questions or concerns, please dont hesitate to call.
  
  *****************;

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Accident with total loss. Gap company asked many times for documents over and over to buy time and every time we sent what was asked. Our insurance company even sent them a gap package. They never replied to any emails. Never sent any type of correspondence to us regarding status of claim. When we would call and insist on status they just said we have to wait because they have time to decide if they wanted to approve the claim or not. That is not how gap insurance works in the ****************. Then they denied the claim because the said we took to long to send documents. Mind you, it's $1866 that they have to pay so it isn't going to hurt their business to do the right thing and also provide the insurance that we paid for.

  Business response

  01/12/2024

  Hi,
  I found two contracts, but no claims started.  The contract for the 2016 Audi was canceled by your selling dealer on 01/18/20.  The second contract is still active but has a note stating we mail the cancellation form 12/15/23 to ************************************** feel free to call.
  
  Thanks
  *****************
  Claims Director
  Norman and Company, Inc./Classic Products
  13401 *********************                                                     
  ***** ** 33626
  (Office) ************
  (Fax) ************  
  www.classictrak.com

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