ComplaintsforNational Vehicle Protection Services

Auto Service Contract Companies

Current Alerts For This Business

Pattern of Complaint:

Better Business Bureau is advising consumers to use caution when considering doing business with National Vehicle Protection Services. BBB has received a pattern of consumer complaints alleging failure to make repairs and that they received harassing sales calls or solicitations, even after the consumer requested that they cease.

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

Initial Complaint
07/01/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
07/09/2024
Please see the attached PDF for our response - thank you!
Customer response
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
04/26/2024
Complaint Type:
Product Issues
Status:
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.
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
05/02/2024
Please see attached PDF for our response. Thank you!
Initial Complaint
04/18/2024
Complaint Type:
Product Issues
Status:
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.
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
04/19/2024
Please see attached PDF for our response. Thank you!
Initial Complaint
04/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
04/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
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
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
01/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
12/08/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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,

*********************
Initial Complaint
11/21/2023
Complaint Type:
Customer Service Issues
Status:
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.
This business will not leave me alone with their spam mail. I have asked not to be sent any more mailers and they continue. This car was totaled and each time I get their mailers it just brings up bad memories. MAKE THEM STOP.
Business response
11/22/2023
Please see attached PDF for our response. Thank you!
RE: BBB Complaint #: 2090000

NVPS Response #: 296WY06797

From: National Vehicle Headquarters

***************************
<*************************

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

To: ***********************

PO Box 5952

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

To Whom It May ****************** October 23rd, 2023, *************************** was mailed a general advertisement regarding an opportunity to purchase a
Vehicle Protection Plan. National Vehicle Headquarters acknowledges Ms. ******* 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) ****************
Initial Complaint
11/08/2023
Complaint Type:
Customer Service Issues
Status:
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.
SCAM MAILINGS ABOUT CAR SERVICE PLANS
Business response
11/21/2023
Please see the attached PDF for our response. Thank you!
RE: BBB Complaint #: 20844469

NVPS Response #: 300WY01495

From: National Vehicle Headquarters

***************************
<*************************

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

To: ***************************

***************************. D

******, ********

To Whom It May ****************** October 27th, 2023, ******************************* was mailed a general advertisement regarding an opportunity to purchase a
Vehicle Protection Plan. National Vehicle Headquarters acknowledges ****************** 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) ****************
Initial Complaint
11/03/2023
Complaint Type:
Order Issues
Status:
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.
On 01/07/2019 I purchased and extended vehicle repair warrant through National Vehicle Protection Services with ********* as the company the repairs were to be reimbursed or paid by. On 10/22/2023 I had a catastrophic AC failure with our 2007 Ford Expedition EL. I took the vehicle to a certified mechanic and it was determined the AC was the issue. The mechanic wrote up the estimate for the repairs and proceeded to contact ********* with the quote and explanation of the issues with the AC unit. The representative with ********* said none of the repairs were covered by the extended warranty. The representative said the warranty does not cover a catastrophic incident with my AC unit. The representative said its normal wear and tear and not covered. None of the parts that were needing to be replaced AC Compressor, Condenser, Evaporator expansion valves, Labor, and charging of the system were covered per the representative. Why did I pay ********* and National Vehicle Protection Service almost $4000.00 to protect my vehicle from major repairs. The representative said they pay for leaks to the system but not a major catastrophic event. I reviewed my agreement and did not see any of the listed items in my estimate as excluded from being repaired. Please review the complaint. If not able to open the estimate advise and I will try and attach it another way.
Business response
11/22/2023
Please see attached PDF for our response. Thank you!
*** *** ********* ** ******** **** ******** ** ********** ***** ******** ******* ************ *** ****** ** ***** ***** **** ************ ** ***** ******************
*** **** **** ***** * **** ** ******* ** ***** ***************
To Whom It May Concern,
On December 14th, 2018, Mr. **** **** was mailed a general advertisement regarding an opportunity to purchase a
vehicle service contract from ******** ******* ************ ****** *** **** ********* *** ** ******* ***** **** *** ********* * ******* ******** *** *** **** **** *********** * **** ** *** ******** *** ****** ** *** **** on January 29th
,
2019 and again on March 18th, 2020.
At the time of purchase, Mr. **** was given the name of the Administrator which is responsible for the adjudication and
processing of claims. While NVH does not approve or deny any claims, we have passed Mr. ****’s complaint a**** to the
Administrator so that his concerns can be addressed and prevented in the future.
On October 10th, 2023, NVH spoke with Mr. **** to address the nearing expiration of his Vehicle Service Contract and
there was no mention of any issues with the vehicle at that time. We have since attempted to contact Mr. **** to discuss
the matter further but have been unable to contact them via phone.
We do apologize for any inconvenience or negative experience Mr. **** had with NVH. If Mr. **** has any further
questions, we encourage him to please contact NVPS Customer Service directly.
***** **** **** ********* **** *** ********** ******* *** ************ *** ****************

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