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:05/09/2025

  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.

  I paid $4,593 several years ago for an extended warranty after my credit union turned me down for modification. I told my salesman abour the **** and bought a policy. Over the course of several years I have attempted to use the servive. My Jeep shops have called for approval to be told I don't have coverage. So I paid. Next time same scrnario and I called was told ok for me to pay and I would get reimbursed. Claim denied because I paid. Now we are here in Mid march Jeep was towed to dealership. Adjuater walkeded into shop and said my policy would be cancelled due to modifications. I have had my jeep in shop almost 2 months with back and forth promises of full refund, let us listen to taped calls and give a reconsideration. To be told only to deal with ******. I was offered a full refund but one last try to research my policy. well for 3 weeks straight she was out of office, on the phone out to lunch took off early. Do you get the picture. I got tired consulted with a lawyer requested address to serve and the **** takes my case. He too is hard to speak too and always promises a return call. Never happens i have missed medical appointments I live very rural no rental car locations, would require a ***** miles one way **** ride to get to one. I doubt town even has a ride share option. I battle depression, anxiety and PTSD and have been offered higher scripts to handle this stress and lack of sleep.I need a new transmission or rebuilt one on 4/08 was told by ******* that a full refund was coming. Suggested price for repair is over $7,000 just for transmission versus $4,593 refund. I ***** asked dealership if there will be 2 months of storage fees and cost to repair. This company is selling fraudulent warranties. I in good faith paid the policy off in one year and after rejecting all my clains when I asked for a refund last year gave me some money in good faith. To turn around and deny a 900 break job but now that it is a larger repair nope!

  Business Response

  Date: 05/29/2025

  RE: BBB Complaint #: ********
  
  NVH Response #: VSC00802656
  
  From: National Vehicle Headquarters
  
  **************************************************************************>
  *********************
  
  ****************
  
  
  To: **** ********
  
  310 ***********
  
  ************************
  
  ********************************* 
  
  To Whom It May Concern,
  
  **** ******** spoke with National Vehicle Headquarters on October 6th, 2020, and was sent the terms and conditions of
  the service contract administered by National ********* prior to purchasing the coverage for the 2016 Jeep Wrangler
  Unlimited on October 7th, 2020. At the time of purchase, we explained to Ms. ******** the administrator was responsible
  for claims adjudication and a physical copy of the contract was mailed on October 16th, 2020.
  
  On March 28th, 2025, Ms. ******** contacted our Customer Support team and stated that her ********************** was denied due to
  vehicle modifications. Due to the vehicle specifications at the time of repair the 2016 Jeep is not eligible for coverage
  under any protection plan currently offered. The service contract has been cancelled, and Ms. ******** will be issued a
  100% refund for the funds paid.
  
  Our team will continue assisting in the cancellation process and should Ms. ******** have any further questions, we
  encourage her to contact **************** directly at ************ to receive prompt assistance.
  
  Thank You,
  
  **** *********
  Data and Operations Manager
  (P) ************
  (E) ****************
  
  National Vehicle Headquarters
  ****************************************************************************************
  **************
  

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution of a full refund in the amount of $4,593.00 or more.
   
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:03/07/2025

  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.

  This place is a scam. The sales representative told me she got my information from the dealership that I bought my car at and that the previous owners had this insurance on the vehicle as well. NONE of that is true. I talked to the dealership-it is family owned and operated and they told me to cancel this immediately and that is a complete scam. When I told the representative that I needed time to think about it she said no I needed to decide now and I said I'm sorry I'm having a hard time thinking straight due to just having chemo, she asked if I had cancer and then proceeded to use that to butter me up and give me a discount. I'm embarrassed I fell for it and now that I have asked them to cancel the policy over 5 times they still have not.

  Business Response

  Date: 03/14/2025

  Response contained in the attachment.

• Initial Complaint

  Date:03/05/2025

  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.

  FRAUD! ****! This company misrepresents themselves as the dealership where the vehicle and service contract was purchased. This should absolutely be illegal. I am pretty sure whoever **** ***** is is not an employee of ****** of Athens and would be highly upset knowing his name was used in this manner.

  Business Response

  Date: 03/14/2025

  Response contained in the attachment.

  Customer Answer

  Date: 03/15/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
   
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/01/2024

  Type:Order 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.

  The incident occurred on or after June 20, 2024. I have been making monthly payments to the company, and they have agreed to pay for auto repairs with $100 deductible. When the mechanic at *********** Automotive tried to contact the company through the claims number they provide *************), they first put him on hold for an hour (according to him); they then gave him a message that they would get back to him. When they did get back to him, he was not available, and so declined to deal further with the company. I ended up paying $1,040.97 for repairs on the auto's cooling system, which is explicitly covered in the contract agreement. I suspect their tactic of being difficult to contact is part of their strategy for avoiding payment of claims.

  Business Response

  Date: 07/09/2024

  Please see the attached PDF for our response - thank you!

  Customer Answer

  Date: 07/09/2024

  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:04/26/2024

  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.

  Last year I cancelled my policy and was unaware that I should have received a refund because I did not use the policy. This company billed me and I paid the majority of the policy and did not use it. I would like a refund of the full amount.

  Business Response

  Date: 05/02/2024

  Please see attached PDF for our response. Thank you!

• Initial Complaint

  Date:04/18/2024

  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.

  National vehicle protection lied to me about an easy cancellation. Spoke to Rep over the phone who said I can email with my vin number and my signature to cancel. I traded my car in and no longer needed their service. I did as followed and then received an email stating I needed the mileage of the vehicle that I traded in which no longer had. Mileage for cancellation is ridiculous especially when it wasnt asked for when I purchased the coverage and didnt even use their service. Its a roadblock for cancellation. Bad business. I want my policy cancelled and my full refund.

  Business Response

  Date: 04/19/2024

  Please see attached PDF for our response. Thank you!

• Initial Complaint

  Date:04/15/2024

  Type:Product 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.

  I purchased a Vehicle Extended Warranty on 09/14/2021 for my 2017 ****** Highlander XLE at ****** miles. I attempted to use it once on 11/23/2023 due to a breakdown. The numbers provided for breakdown service and customer service were both unreachable as the recording says they were closed. How can they be closed when providing 24 roadside assistance and requiring pre-approval for all services claims?My vehicle was declared a total loss due to accident on March 17, 2024. I requested the policy be canceled and unused amount refunded on March 29 with the current mileage being ******. Today is April 15 and although mileage, unused months and refund amount was confirmed to be $1286.00 with their representative, I am still being told it takes one month to receive the refund. I find this unacceptable and unreasonable to wait one month for my refund. After three calls to the company, the contract is canceled and I am still being told one month to receive my refund. I am getting the runaround being told they have to calculate all that was confirmed above regarding the refund amount and that it cost money to mail the check. This, by Floor Supervisor **************** spoke with today. The company is keeping my refund for extended time for their benefit and to my great inconvenience. I would like them to mail the check immediately or provide the option for electronic refund to my account. I need the use of my money.

  Business Response

  Date: 04/18/2024

  E: BBB Complaint #: ********
  
  NVPS Response #: NVPS000015WV
  
  From: National Vehicle Protection Services
  
  770 *******************************
  
  ************ ** *****
  
  ****************
  
  
  To: *********************************
  
  *********************************************
  
  Apt. L6 **************************** ******* *****
  
  ********************
  
  
  
  To Whom It May ********
  ************************************* contacted National Vehicle Protection Services, NVPS, on September 14th, 2021, and purchased the
  breakdown coverage for her 2017 ****** Highlander. **************** was mailed a copy of the contract on September 19th,
  2021, and September 22nd, 2023, with the estimated delivery dates of September 23rd, 2021 and September 26th, 2023,
  respectively, outlining the terms of the agreement, including the cancelation processes and procedures.
  
  On March 29th, 2024, **************** contacted our customer support team who provided the cancellation procedures via
  phone, explaining the process outlined in the contract and standard timeline for processing. On April 1st, 2024, Ms. ********** contacted our customer support team again to confirm the receipt of her intent to cancel which we had received.
  
  Upon receiving the notice of Ms. ******* additional request to expedite her refund, we attempted to contact ****************
  but have been unable to reach her as of this writing. We show that her refund check was delivered to the primary address
  on file April 17th, 2024. We believe Ms. ******* complaint to be resolved and should **************** wish to discuss this matter
  further, we encourage her to contact our Customer Support Team directly at ************.
  
  
  
  Thank You,
  *******************************
  Data and Operations Manager
  (P) ************
  (E) ****************

  Customer Answer

  Date: 04/19/2024

  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.

  Within 24 hours of filing the complaint, I received a voice-mail from the company promising to expedite the resolution requested.

  Within 48 hours of filing the complaint my refund check arrived via courier delivery service.

  I am most grateful for BBB assistance in prompting a speedy resolution to this matter and sympathize with consumers who continue to wait 30 days for their refund check.

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

• Initial Complaint

  Date:04/05/2024

  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 an Endurance Vehicle Contract on 07/26/2019 to cover any unexpected expenses that would pay for any repairs. My contract # EVSU2003820 and I paid $3,693.00 for peace of mind. Im retired and live on Social Security. I took my 2008 ***** CRV, VIN *****************, for its regular service on 12/28/2022. During my visit, the technician found the Steering Rack Leaking and needed to be replaced. My service person at ***** World in **********, ** stated a Certified Technician had to evaluate the part in question. That was done and the service was declined by Endurance. The Steering Rack is covered under my warranty. Warranty states: All internally lubricated parts within the steering box. Endurance declined because the repairs included seals and gaskets. My warranty states: Seals and Gaskets are covered only in conjunction with a repair or replacement of the above covered parts.***** World recommends that the Steering Rack needs to be replaced. When I read the verbiage in the warranty, it is clear the Steering Rack is covered. I bought this vehicle new and have been driving it for almost 16 years. This is the only major item that I expected my extended warranty to cover. I havent had the repairs but the repairs need to be done. I think Endurance should cover the replacement of the Steering Rack.

  Business Response

  Date: 04/11/2024

  RE: BBB Complaint #: ********
  
  NVPS Response #: 193BC01077
  
  From: National Vehicle Protection Services
  
  ********************************************************
  
  *********************
  
  ****************
  
  
  To: *********************************
  
  **********************
  
  **********, ******** *****
  
  *************************
  
  
  
  To Whom It May ********
  
  ************************************** contacted National Vehicle Protection Services, NVPS, on July 26th, 2019, and purchased the
  breakdown coverage for her 2008 ***** CRV. At that time, ****************** was given the name of the Administrator which
  is responsible for the adjudication and processing of claims. While NVPS does not approve or deny any claims, we did pass
  ****************** complaint along to the Administrator so that her concerns could be addressed.
  
  The administrator advised that the claim which was filed in January 2024 for the Steering System was due to a leaking
  power steering gear pinion shaft seal. Repairs that require only a seal or gasket to remedy a failure are specifically excluded
  under ****************** contract. In addition, the EXLUSIONS WHAT IS NOT COVERED section states that Coverage is not
  provided for any repair or replacement for a Covered Part if a Breakdown has not occurred, and the only failure
  demonstrated was that of the seal. For those reasons ****************** claim was denied by the administrator.
  
  At the time of writing this response, we have attempted to contact ****************** but have been unable to reach her. We
  apologize for any inconvenience this may have caused and are available to discuss this matter further by contacting our
  Customer Support Team directly at ************.
  
  
  Thank You,
  
  ***************************
  Data and Operations Manager
  (P) ************
  (E) ****************

• Initial Complaint

  Date:01/13/2024

  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.

  Wife receives letters from this organization @ every month. use of terms such as TIME SENSITIVE, TIME RUNNIG OUT!, Warns that we are financially responsible for repair if our warranty expires and notes that we HAVE NOT CONTACTED us to get the service contract up to date.I have requested that they delete her name from the mailing list. These notices are disturbing, aggressive and cause emotional distress. we continue to get them, they have not stopped.I placed extended coverage elsewhere. The individual I spoke with today aggressively questioned me as to the amount paid, when I placed it and when I refused he became even more belligerent- so far as to have me consider cancellation and let him price out his plan. I refused and again requested being removed from the mailing list. He did tell me that he had already removed us from the list, which will remain to be seen. My bet says, since they have not done so in the past, it won't happen this time either.

  Business Response

  Date: 01/15/2024

  Please see attached PDF for our response - thank you!

  RE: BBB Complaint #: ******** NVPS Response #: 363WY24609 From: National Vehicle Headquarters *************************************************************************************** **************************   To: ******************* and ********************************* *********************************************************************; To Whom It May ************** On December 29th, 2023, ************************************** was mailed a general advertisement regarding an opportunity to purchase a Vehicle Protection Plan.  National Vehicle Headquarters acknowledges Mr. ********** request to receive no further contact and has now been placed in our Take Me Off the List status to ensure no future attempts are made.   We apologize for any inconvenience this may have caused. If ********************** would like to discuss this matter further, please contact our Customer Support Team directly at ************.   Thank You,  ***********************; Data and Operations Manager  (P) ************  (E) ************************** 

  Customer Answer

  Date: 01/18/2024

  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, as long as the business does in fact remove us from the mailing list.
  
  Sincerely,
  
  ******* & ***************************

• Initial Complaint

  Date:12/08/2023

  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 simply cannot get off this companies unsolicited mailing list for over 3 years now. Weve called maybe 6 times and have been told our address would be removed. When you call they ask for the approval number, and they remove your info based on that. Problem is every mailer has a new approval number. If youre sending unsolicited mail to the public, you need to do the reasonable thing and remove from future campaigns when requested.

  Business Response

  Date: 12/11/2023

  Please see attached PDF for our response - thank you!

  RE: BBB Complaint #: 20980620
  NVPS Response #: 328WY11560
  From: National Vehicle Headquarters
  ******************************************************************************************
  **************************
  To: *********************
  *******************************************************************
  To Whom It May ************** November 24
  TH
  , 2023, Mr. ********************* was mailed a general advertisement regarding an opportunity to purchase a
  Vehicle Protection Plan. National Vehicle Headquarters acknowledges Mr. ******* request to receive no further contact
  and has now been placed in our Take Me Off the List status to ensure no future attempts are made.
  We apologize for any inconvenience this may have caused. If **************** would like to discuss this matter further, please
  contact our Customer Support Team directly at ************.
  Thank You,
  ***************************
  Data and Operations Manager
  (P) ************
  (E) **************************

  Customer Answer

  Date: 12/11/2023

  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 as long as they keep their word.
  
  Sincerely,
  
  *********************