Complaints

This profile includes complaints for Financial Gap Administrator's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Financial Gap Administrator

  900 S Highway Dr Fenton, MO 63026-2043

• 

  Financial Gap Administrator

  11662 Gravois Road, 22439 St. Louis, MO 63126

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:04/21/2025

  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.

  This company is a complete joke. They wont pay the rest of my loan off. The will only pay $3200 out of almost $6500 left on my loan. They claim I have late payments went I dont. I even called my lender to verify If I had late payments and they told me no you have zero.This company is *****. I even talked to other people in the industry and they said the same thing it should be payed off. They just keep giving the run around. This is the worst company ever. I never had gap company not pay the full remaining amount. I highly regent sign the paper for this gap contract. Now Im stuck paying for car I dont even have plus my new car.

  Business Response

  Date: 04/22/2025

  I have received your request for assistance dated April 21, 2025. Per your request, Mr. ***************** dissatisfied with the outcome of his *** claim. 
  
  The *** Addendum is an amendment to the vehicle financing contract executed between *********** ********* and ****** and Son 2 (and its assigned lienholder, *******************). Financial Gap Administrator, LLC (FGA) is not a party to the *** Addendum, but rather the third-party *** claims administrator on behalf of *******************. The charge for the *** Addendum ($895.00) is financed into the customer's loan.  This is part of the vehicles financing/sales documentation which is signed by the customer at the time of vehicle purchase and a copy is to be given to the customer by the automotive dealership as part of the vehicle purchase documentation.  All terms and conditions are clearly outlined in the *** addendum. The *** Addendum provides that: If the vehicle is deemed a Total Loss by the ***************** carrier for the Vehicle, the Seller agrees to waive the difference between: (a) the Outstanding Balance of the Financial Agreement on the Date of Loss; and, (b) the Actual Cash Value of the Vehicle. Relevant here is the definition of Limitations, which is defined by the Contract as: This amount does not include: amounts added after the inception date of the Financing Contract, and unearned interest, interest accrued after the Date of Loss, .Financing contracts with initial payments due beyond forty five (45)days from the loan/lease transaction date will be re-amortized by the *** administrator as of the Financing Contract inception date in the event of a claim. Mr. ********* vehicle was sold on October 8, 2021 with a first payment date of December 7, 2021. That is 60 days from the date of sale. When the claim was processed, we adjusted the first payment date to reflect the contract terms and payments being due 45 days after the sale date which would have been November 22, 2021.
  
  Another relevant definition is the Payable Loss which defines as: The amount (with respect to a Covered Vehicle) equal to the difference between the Outstanding Balance and the Actual Cash Value of the Covered Vehicle on the Date of Loss. The Payable Loss will not exceed $50,000. Payable Loss included the amount of Your physical damage deductible on the Primary Carriers policy up to $1,000. Mr. ********* carried a $2,000 physical damage deductible in which a $1,000 was not covered by the contract.
  
  Finally, ******************************* made a deduction for the condition of the vehicle in the amount of $536.93.  Per the Condition section of the contract under Exclusions This Addendum will not provide coverage for loss: 9: For any amounts deducted from the Primary Carriers settlement due to wear and tear, prior damages, unpaid insurance premiums,salvage, towing and storage and other condition adjustments.
  
  Calculating a *** Addendum benefit waiver amount is straightforward. Pursuant to the terms of the *** Addendum, the calculation begins with the customers Outstanding Balance on the date of loss, which was $10,804.61. This is a standard amortization of Mr.********** loan using the terms and conditions of the loan contract. Next, the Primary Carriers (Progressive) $6,0332.31 settlement is deducted, followed by $536.93 for the condition adjustment that was taken by the insurance company.Finally, there was a deduction for $1,000.00 portion of the deductible that was not covered by the contract. This leaves a *** waiver benefit in the amount of $3,235.37, which was ultimately waived by Mr. ********** lender. 
  
  Our intent is to administer fast, fair claim service in every instance. If you have any questions, I am here to review or discuss any of the findings. Please feel free to contact me at ******************** or *******************************************
  
  Thank you
  
  ****** ********
  Sr. Manager
  Financial Claims
  Phone: ******************  | Fax:  ************
  Email: ******************************************

• Initial Complaint

  Date:10/28/2024

  Type:Order 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.

  GAP won't pay claim because there's no police report, or copy of check issued by State Farm to lien holder, explained in Colorado Springs police don't do reports like this and minor offenses due to the crime rate and lack of police support, and State Farm won't release a signed and cashed check, per State Farm, *********** needs to request it, but they refuse to do so, I had to pay the balance of my loan so my credit would not get ruined, as of today no response from the company was received and trying to settle this thru BBB before a civil suit is filed

  Business Response

  Date: 10/29/2024

  We have received your request for assistance dated October 28th, 2024.  It appears Mr. ********* is dissatisfied with the outcome of his *** claim. 

  
  The *** Addendum is an amendment to the vehicles financing contract executed between Mr. ********* and ***************************************** and its assigned lienholder, Ent ******************************* is important to note that Financial Gap Administrator, LLC (FGA) is not a party to the *** Addendum, but rather the third-party *** claims administrator on behalf of ****************************************  Generally speaking, the *** Addendum provides that in the event Mr. ********** vehicle is totaled or stolen before the loan is paid off (i.e., a Constructive Total Loss), that the Dealer/Creditor (here, ************************* will, subject to certain conditions and exclusions, waive its rights against Mr. ********* to collect the remaining amount due on the financing contract after the primary insurance company,selected by Mr. ********** pays the property damage loss.  The conditions and exclusions are clearly stated in the *** Addendum. 

  
  Mr. ********** claim was started with us on April 24th, 2024,via a phone call from Mr. ********** At that time, we advised Mr. ********* of the documents that would be needed to complete the claim. We also mailed a letter to Mr. ********* and ************************ with a list of those documents and where to obtain them. In addition, we mailed request letters on April 24, May 28, and June 24 requesting the required documents.  As of today, we have not received any of the documentation requested and as required.  

  
  The *** contract lists the documents needed under Loss Document Requirements. Here it advises: in the event of a **** Loss, it is Your responsibility to keep Your account current until any deficiency is determined and waived. All copies must be complete and legible. This documentation must be submitted within ninety (90) days from the date of the ************************* settlement or, in the absence of ****************** ninety (90) days from the Date of Loss. Failure to do so will void this Contract.
  1. A copy of the ************************* claim settlement check(s), settlement worksheet and Actual Cash Value evaluation.
  2. A copy of the police report.
  3. A copy of all contracts financed into the Finance Agreement, such as a service contract, credit insurance or other similar items and proof of proceeds recovered from the cancellation of any such refundable contracts.
  4. A copy of the ********************** Agreement.
  5. Documentation from the ********************** Institution detailing the complete payment history of the ********************** Agreement including all the payments and transactions.
  6. A copy of the bill of sale. You shall also provide any other reasonable documentation requested by the Program Administrator that is necessary to complete Your request to waive a deficiency.
  
  
  If Mr. ********* can provide us with the documents as required and listed above, from the terms of his contract, we would be happy to review all documents to see if the claim can be completed.
  Our intent is to administer fast, fair claim service in every instance. If Mr. ********* has further questions, wed ask him to please contact our Sr. ********************** Claims Manager, ****** ********, at ************* or *****************************************************************************

  
  Respectfully,
  ****** ********
  Sr.********************** Claims Manager

• Initial Complaint

  Date:07/29/2024

  Type:Order 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 vehicle was total loss. Financial Gap Administrator LLC who is a third party of my ************** my Gap originally through Safe Harbor, has denied paying the balance of my vehicle to the Lienholder Elite Acceptance because after Financial Gap Admin deducted "Missed Options" from the Adjuster's total amount of vehicle payoff. The amount the Adjuster paid to my finance company is the market value including any items the Financial Gap Admin is deducting. Balance after Insurance Adjuster paid to my finance company is/was $265.00 and any interest fees accrued. The Financial Gap **** said in May 2024 it will rake up to 30 days for claim to be handled. July 17, 2024 is when I received letter stating they were not paying the balance owed on my vehicle of $265.00 so they denied it. Therefore, I paid the $265.00 and now my vehicle loan shows balance of $321.00 for interest accrued. Therefore I wud like a refund of the amount I paid for the ************* in the amount of $599.00 when I purchased my vehicle on Feb 19 2023

  Business Response

  Date: 07/30/2024

  I have received your request for assistance dated July 30th, 2024.  It appears ****************** is dissatisfied with the outcome of her *** claim. 
  

  The *** Addendum is an amendment to the vehicles financing contract executed between ****************** and ******************* LLC,and its assigned lienholder, ********************** It is important to note that Financial Gap Administrator, LLC (FGA) is not a party to the *** Addendum, but rather the third-party *** claims administrator on behalf of ******************* LLC.  Generally speaking, the *** Addendum provides that in the event Ms. ******** vehicle is totaled or stolen before the loan is paid off (i.e., a Constructive Total Loss), that the Dealer/Creditor (here, ********************** will, subject to certain conditions and exclusions, waive its rights against ****************** to collect the remaining amount due on the financing contract after the primary insurance company, selected by ******************, pays the property damage loss.  The conditions and exclusions are clearly stated in the *** Addendum. 
  

  Ms. ******** claim was started with us on May 17th, 2024,via a phone call from ******************. We received all needed documentation from **************************** on June 11th, 2024 and the claim was set for final processing on June 12th, 2024. We were able to complete the claim on July 19th, 2024 when it was determined that there was no *** to be paid. However, the claim was not denied.
  

  The *** contract terms do allow for adjustments to be made for items such as missed vehicle options.  Specifically,on page two under Definitions that the Actual Cash Value: Adjustments will be made for prior unrepaired damage, mileage, usage, condition, applicable taxes or fees, and documented Vehicle options and accessories purchased at the time of the ********************** Agreement was executed
  

  It was determined, based on the beginning ******* sheet from the dealer, ******************* LLC, that the valuation done by the insurance company, here AAA insurance, did not accurately value the vehicle. There were deductions made for a Driver Assist Plus Package and a Harmon Kardon Stereo,that resulted in an amount of $969.75 being deducted from the claim. Again, these deductions were made based on the information provided from the dealer and insurance company.  If there is further documentation to prove those items were not on the vehicle at the time of loss, we would be happy to review and make any applicable adjustments to the claim.
  

  Our intent is to administer fast, fair claim service in every instance. If ****************** has further questions, wed ask her to please contact our Sr. ********************** Claims Manager, *****************************, at ************,or **************************************************.
  
  Respectfully,
  *****************************
  Sr. ********************** Claims Manager

  Customer Answer

  Date: 07/31/2024

  Complaint: 22060779
  
  I have reviewed the business' response and am rejecting it because:

  The document copies provided by Financial Gap Administrator LLC do not seem accurate, such as the Gap Addendum by Safe Harbor. We, the buyers of the vehicle received one (1) page for the Gap agreement with signatures on page 1. The other two (2) pages Financial Gap Administrator LLC states that were/shud have been included with the Gap Agreement seem to look like a generic gap agreement form. The two (2) pages have no specific information inserted pertaining to the Safe Harbor Gap Addendum I purchased. The format used for the Page 1 of 3 does not consistent with the format on page 1 of the agreement and appears to have been added after the fact of signing. Roseville ********* handled our vehicle purchase professionally with all proper paperwork needed and would not have left out pages 2 and 3 of the Gap agreement that Financial Gap Administrator had stated to me on July 18, 2024 @4:34pm Pacific time our phone conversation.

  Another issue that needs to be addressed is the missed options items Financial Gap Administrator stated was missed when the Claim Adjuster ***************************** from AAA assessed the Market Value of my vehicle. The document Financial Gap Administrator attached, The Typical Listing price breakdown of equiptment listing, Financial Gap Administrator has used the Listing as all items listed with amounts shown were added to my vehicle. My vehicle did not have the missed options Financial Gap Administrator stated in their denial letter. They are OPTIONS provided to *** vehicle owners and no option listed in Financial Gap Administrator denial letter was added to my vehicle.

  After waiting for Financial Gap Administrator to send me a letter, I paid the remaining balance $265.00 including late fee to Elite Acceptance NOT including the interest due in the amount of $321.00.

  Financial Gap Administrator customer service staff was very unprofessional and rude when I spoke to them via phone July 18, 2024 and as a Gap policy holder, if I knew the hassle I would have to go through to get my vehicle taken cared of AND a policy I paid for, I would have declined the Gap option.

   

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

  Business Response

  Date: 08/06/2024

  Thank you for the additional information. 
  
  To clarify, the *** contract does show page 1 of 3 in the bottom right-hand corner.You can also see that the contract pages are related based on the very bottom left-hand corner showing an FG331 and on the very bottom right -hand corner a 01/23.These pages do include all of the terms and conditions of the coverage.
  
  As for the missed options, we have re-evaluated the claim based on Ms. ******** confirmation that her vehicle did not have the options that were deducted. Based on that additional information, we are issuing an additional payment to Elite Acceptance in the amount of $209.11.
  
  We hope these additional steps to provide more clarity regarding the contract and provide the additional payment satisfactorily addresses your concerns. Should you have any further questions please contact *****************************, our Sr. ****************************** Claims, as listed on the original response.
  
  Thank you
  

  Customer Answer

  Date: 08/16/2024

  After receiving your last response I decline to accept the $209.00 you are wanting to send to Elite Acceptance to cover the Gap of balance owed after AAA paid to Elite $13,085.00. Your calculations are incorrect of what you are wanting to pay. If Financial Gap Administrator didn't decide to take it upon themselves to make adjustments to my cars value when in fact it was AAA's responsibility to handle it, the balance owed on my vehicle would not have and still accruing interest fees. I paid the balance on vehicle of $265.00 therefore Financial Gap Administrator should have to pay the balance owed as well as reimbursing me for the $265.00. 

  It has been over 4 months since my vehicle was claimed as total loss and all parties have paid out their part. So now Financial Gap Administrator needs to step up and pay the Gap between what AAA paid to Elite and the remaining balance on the vehicle to show the loan at $0 balance. As well as reimbursing me the $265.00 that should have been paid by Financial Gap Administrator if you handled it properly. There is common reason why it's called ************* and I purchased it not to be denied but to take care of any balance owed after AAA paid Elite.

  Please see attached the balance owed after AAA and myself made pymts on this acct. AND this has caused negative impact on my credit report that should be fixed.

  Business Response

  Date: 08/21/2024

  We are sorry to hear that you are still dissatisfied with the outcome of your GAP claim.  As weve explained in our previous responses,based on the information youve provided, and terms and conditions of your contract, weve made the appropriate adjustments to your claim and to try and resolve your concerns. In addition, our Sr. ******** Financial Claims, *****************************, attempted to contact you by phone and she received a message that the number is no longer working. She also sent you an email requesting you contact her to discuss this further.  As weve requested in our previous responses, wed ask that you contact ********************************* ******** Financial Claims, at the following phone #******************, or email, **************************************************,to further discuss any questions you have. Thank you

  Customer Answer

  Date: 08/21/2024

  Complaint: 22060779
  
  I have reviewed the business' response and am rejecting it because:

  My phone nbr has not changed nor has my email. You can have your Sr ******* contact me at:

  ************  or via email

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

  Business Response

  Date: 08/27/2024

  Per your last message, weve made multiple attempts to contact you by phone and email that you provided and been unsuccessful. As we have communicated previously, weve made the adjustments allowed by the terms of your contract and at this time we unfortunately cannot assist any further. If you have any remaining questions please contact *****************************, our Sr. ******** Financial Claims, at the contact information provided previously. Thank you 

• Initial Complaint

  Date:06/07/2024

  Type:Order 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.

  It was in a car accident April 16. My insurance company paid off $12,000 of my car loan gap insurance was supposed to pay off the remaining balance they originally sent me an email saying it would be 20 to 25 days. I have been checking in with them on a weekly basis and they continue to tell me it will be paid by the end of the week and this has been going on for the past two months. I have several emails back-and-forth showing their continuing to say it will be paid by the end of the week and its still to this day has not been paid.

  Business Response

  Date: 06/11/2024

  I have received your message regarding Ms. ******** complaint regarding her *** claim dated June 9, 2024.  We are sorry to hear that ****************** is dissatisfied with the time it has taken to complete her *** claim. 
  

  The *** Addendum is an amendment to the vehicles financing contract executed between ****************** and Select Motorz, and its assigned lienholder, *************** It is important to note that Financial Gap Administrator, LLC (FGA) is not a party to the *** Addendum, but rather the third-party *** claims administrator on behalf of Select Motorz.  Ive attached a copy of Ms. ******** contract, noted as Exhibit A.
  Generally speaking, the *** Addendum provides that in the event ***************** vehicle is totaled in an accident or stolen before the loan is paid off (i.e., a Constructive Total Loss), that the Dealer/Creditor (here, *************** will, subject to certain conditions and exclusions, waive its rights against ****************** to collect the remaining amount due on the financing contract after the primary insurance company, selected by ******************, pays the property damage loss.  The conditions and exclusions are clearly stated in the *** Addendum. 
  

  Please note, we are experiencing extremely high claims volume due to various circumstances, and that has affected our service levels and response times. We apologize for those delays. Our records indicate that this claim was started with us April 19, 2024, by ******************. To be able to complete the claim we need all required documentation. We received the final document on April 26, 2024. That information was processed, and the claim set for final processing on April 30, 2024.The claim was processed and paid on June 10th, and the check was mailed on June 11th to ************** for a payment of $3,733.25. Our records indicate our team responded to your email on June 10th,yesterday and, provided you with this information.

   This payment is based on the data and information weve been provided by the customer, lender, and the express terms and conditions of the *** Addendum. Our intent is to administer fast, fair claim service in every instance. However, if ****************** has further questions,wed ask her to please contact out Sr. ********************** Claims Manager, *****************************, at ************, or **************************************************.

  
  Respectfully,
  *****************************
  Sr. ********************** Claims Manager

• Initial Complaint

  Date:05/24/2024

  Type:Order 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 initiated a gap claim due to a totaled vehicle. The insurance paid their part and gap should of paid the rest $3600. I had to send all the paper work several times because they keep telling me they could not read it. When they finally processed the claim they only paid $600. because of high mileage on the vehicle. I have read over everything I can about the gap contract and no where does it say they deduct for high mileage. So now I am stuck with owing $3000 to Kia ******** What is the purpose of Gap if they are not going to cover what they say they will. Total scam!!!

  Business Response

  Date: 05/30/2024

  I have received your request for assistance dated May 24, *****.  It appears ***************** is dissatisfied with the outcome of her *** claim. 
  

  The *** Addendum is an amendment to the vehicles financing contract executed between ***************** and Freedom *** of **********,and its assigned lienholder, ***************** Finance.
  It is important to note that Financial Gap Administrator, LLC (FGA)is not a party to the *** Addendum, but rather the third-party *** claims administrator on behalf of Freedom *** of Clarksburg.  Ive attached a copy of ***************** contract,noted as Exhibit A.
  

  Generally speaking, the *** Addendum provides that in the event ***************** vehicle is totaled in an accident or stolen before the loan is paid off (i.e.,a Constructive Total Loss), that the Dealer/Creditor (here, ***************** Finance) will, subject to certain conditions and exclusions, waive its rights against ***************** to collect the remaining amount due on the financing contract after the primary insurance company, selected by ***************, pays the property damage loss.  The conditions and exclusions are clearly stated in the *** Addendum. 

  Of particular relevance here, on page two of the *** Addendum under DEFINITIONS Actual Cash Value at the Date of Loss means, (1) the Actual Cash Value established by the ************************* Adjustments will be made for prior unrepaired damage, mileage, usage, condition,applicable taxes or fees and documented Vehicle options and accessories purchased at the time the ********************** Agreement was executed.  If it is determined that Your ************************* did not pay a fair Actual Cash Value and we provide You with evidence obtained in our research, You may be required to contact ********************** carrier and request a higher payment.
  

  ***************** vehicle had an odometer reading of ******* miles when the vehicle was deemed a total loss. Based on this information, Allstate, the ************************** obtained the Actual Cash Value of the vehicle using like kind vehicles that were for sale in ***************** area of residence. Allstate then took a High Mileage Deduction of $2,739 (Exhibit B).  Please note, this deduction was taken by Allstate and as noted above in the DEFINITIONS, the *** Addendum doesnt cover this deduction. However, if ***************** feels Allstate was incorrect in this deduction, she could contact them to discuss that issue further. 
  

  Calculating a *** Addendum benefit waiver amount is rather straightforward.  Pursuant to the terms and conditions of the *** Addendum, it starts with the customers Outstanding Balance on the date of loss.  An amortization of ***************** loan gives us $15,989.41 as the remaining balance on the loss date. From that, Allstates payment of $12,240.98 is deducted as well as $2,739 for the High Mileage Deduction, as well as the $370 for the condition adjustment which was taken by Allstate. This resulted in a payment of $639.43. This payment is based on the data and information weve been provided by the customer, lender, and the express terms and conditions of the *** Addendum.
  

  Our intent is to administer fast, fair claim service in every instance.  After careful review of the *** claim, there are no errors in the calculations.  However, if ***************** has documentation that the conditioning deduction has changed, or has further questions wed ask her to please contact our Sr. ********************** Claims Manager, *****************************, at ************,or **************************************************.
  
  Respectfully,
  *****************************
  Sr. ********************** Claims Manager

  Customer Answer

  Date: 05/30/2024

  Complaint: 21755247
  
  I am rejecting this response because: I highlighted the area that says in the gap agreement, the 1st page.  It is my understanding that the rest should be waved.   Gap tells you they pay the difference in the amount the insurance pays and the amount owed, which is not true.  
  
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/30/2024

  Were sorry you disagree with the claim determination. Weve provided the specific contract terms and reasons for the final claim total and result. As we stated in our previous response, if you have any further questions wed recommend that you call our Sr. ********************** Claims Manager, *****************************, at ************, or by email at **************************************************.
  

• Initial Complaint

  Date:04/27/2024

  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.

  In October 2018, I purchased a 2018 **** Focus from **** of ************ is ************, **. The finance company was Ally. I was encouraged by **** of ************ to purchase a ************* Plan in case I was involved in an accident because and monies I owed on the car after the insurance settlement would be paid by the ************* plan. The plan for the gap insurance was Financial Gap Administrator, LLC.On January 8, 2024, I was involved in an automobile accident that was not my fault. I turned this offer to my auto insurance company, ************ At the time of the settlement by my insurance company, I owed money on the car. The insurance company sent Ally a check for $12,998.50. There was a balance left on the loan for approximately $3300. I contacted Financial Gap Administrator LLC, and I was told that I had made several late payments on the loan and they were not going to pay. I contacted **** and was told i had not made any late payments. I was told since I was offered, applied for, and received a deferment of payments (4) during the Covid-19 pandemic, that was why no payment was being made to complete the loan on the car. I provided information to Financial Gap Administrators and was told there would not be a payment issued.

  Business Response

  Date: 04/30/2024

  I have received your request for assistance dated April 27, 2024.  Per your request, it appears ************* is dissatisfied with the outcome of her *** claim. 
  

  The *** Addendum is an amendment to the vehicles financing contract executed between ************* and **** of ************, and its assigned lienholder, Ally **********************. It is important to note that Financial Gap Administrator, LLC (FGA) is not a party to the *** Addendum, but rather the third-party *** claims administrator on behalf of **** of *************  Ive attached a copy of *************** contract,noted as Exhibit A.
  Generally speaking, the *** Addendum provides that in the event *************** vehicle is totaled in an accident before the loan is paid off the Dealer/Creditor (here, Ally **********************) will, subject to certain conditions and exclusions, waive its rights against ************* to collect the remaining amount due on the financing contract after the primary insurance company, selected by *************, pays the property damage loss. The conditions and exclusions are clearly stated in the *** Addendum. 
  

  Of particular relevance here, the *** Addendum states: DEFINITIONS Outstanding Balance means the amount in U.S. currency required to satisfy or payoff the ********************** Agreement payoff as of the Date of Loss. The Outstanding Balance shall be determined based only on the amount You originally borrowed to purchase the Vehicle. ******* added subsequent to the purchase of the Vehicle,such as but not limited to collateral protection insurance, unearned finance charges, rental charges, taxes, Delinquent Payments, past due amounts, late charges, extensions of maturity, salvage, repo expenses, towing and storage are not included. The Outstanding Balance shall be reduced by any proceeds that could be recovered from the cancelling of any items, such as a service contract, credit insurance, or other similar items, that were included in the ********************** Agreement. The Outstanding Balance, at of the Date of Loss,shall be determined by the lower of (1) the ********************** Agreement original payment schedule or (2) the Equal Monthly Installment Method, if applicable under the terms of this Contract
  

  After review of *************** payment history, there are multiple months where no payment was applied to *************** account. From March through June of 2020, payments for the account were deferred. As stated above in the *** Addendum Definitions section, unfortunately deferred payments are not covered by the *** Addendum.
  

  Calculating a *** Addendum benefit waiver amount is rather straightforward.  Pursuant to the terms and conditions of the *** Addendum, it starts with the customers Outstanding Balance on the date of loss.  An amortization of *************** loan leaves $9,685.26 as the remaining balance on the loss date. From that, the insurance company ************* made a payment of $12,998.50 to Ally ********************** for Total Loss of the vehicle. Had the loan payment schedule been followed per the terms of the financial agreement (Exhibit B),the payment made to Ally from the insurance company would have more than paid off the loan.
  
  Our intent is to administer fast, fair claim service in every instance.  After careful review of the *** claim, there are no errors in the calculations.  If there are further questions, wed ask him to please contact our Sr. ********************** Claims Manager, *****************************, at ************,or **************************************************.
  
  Respectfully,
  *****************************
  Sr. ********************** Claims Manager

  Customer Answer

  Date: 04/30/2024

  I provided evidence that the payments not made were due to receiving a deferment due to Covid that was approved by ****. 

  If possible, I would like to ammend my original complaint to include **** of West Memphis and Ally Financial in this complaint.  If Ally received over $12,000 and the balance due of the loan was only $9,000, I should not be billed $3,000 in fees.  I asked **** to negotiate the balance due because I could pay a portion of the $3,000 balance, and I was told "we don't negotiate the balance due."   I am simply trying to resolve this situation without causing a financial hardship for myself.

   

  Thank you,

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

  Business Response

  Date: 05/02/2024

  Thank you for the additional information. 
  
  As we stated in our initial response, unfortunately the deferred payments arent covered under the terms of the *** contract. The balance due was based on the amortization amount, which was based on the loan terms, considering all the payments had been made on time. Were sorry we cannot provide further assistance on the claim, as any of the remaining amount would not be covered under the terms of the *** contract. Additionally, we cant respond for other businesses, but would encourage ************* to speak with them as she deems appropriate.
  
  Should you have any further questions please contact *****************************, our Sr. ****************************** Claims, as listed on the original response.
  
  Thank you 

  Customer Answer

  Date: 05/03/2024

  Complaint: 21634684
  
  I am rejecting this response because:
  

  I want to ammend my complaint to add Ally Financial Services and **** of ************. I am seeking a reduction of the balance owed which is over $3,000.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/14/2023

  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 August 19, my car was t-boned. I provided the docs on 20th, of October. I did not recall that the *** for it to be paid, I had to collect the required documentation, send it off to them, and hope that they will process it soon. Up to now, the *** has not been satisfied. They stories that they tell are different, and each clerk said a different reason that my check has not been submitted to the lien holder. This is the most unprofessional company and do recommend them to anyone. Run, Run, Run!

  Business Response

  Date: 11/15/2023

  We are sorry ******************** is frustrated with his GAP experience. Unfortunately, we are unable to locate a contract or claim with the information given in the complaint.  Please provide our contract number (upper right corner of the contract) or the Vehicle Identification Number (VIN) and we will be happy to investigate further. ******************** can also contact our Sr. ******** Financial Claims, *****************************, at **************************** or email at ****************************************** to discuss his claim further.  Thank you  

• Initial Complaint

  Date:09/22/2023

  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 a used vehicle for $12,000 cash and it stopped working less than 3 months after purchase. I had purchased the service contract with **** for an additional $2,000 at the time of vehicle purchase since it’s a used vehicle. So in all I’m out $14,000 with no vehicle after only 3 months use. The vehicle stopped working while driving and I had it towed to a mechanic. The mechanic informed me the engine was bad and would need to be replaced. I contacted **** to file a claim. The adjuster went to the mechanic and upon viewing the engine stated that “yes” it was a bad engine. However they wanted the mechanic to tear down the engine to send pics. After months of waiting for a determination I’ve been informed that **** will not cover the repairs and are blaming me for the damage to the engine. How does one damage an engine in less than three months only driving a vehicle in town to work and home, probably less than 15 miles each day? I had an oil change within a month of purchasing the vehicle and all liquids checked. There were no warning lights or anything indicating something was wrong until the vehicle just stopped while driving in the middle of traffic. There was obviously something wrong with the car prior to me purchasing it for the engine to give out within a 3 month period. At one point I was informed by a **** claim rep that they were checking into different engines to repair the car and then I was informed by the mechanic that **** contacted them and decided I’m at fault and wouldn’t repair it. On top of that I have to pay the mechanic over $700 for them having to tear apart the engine to send pics to **** just to make the determination that they wouldn’t cover it. The agency clearly doesn’t honor their contract and shouldn’t be in business. I hope others read reviews prior to purchasing a service agreement with them to avoid this devastation. My Vehicle Service Contract # is *************.

  Business Response

  Date: 09/25/2023

  We have received the customer complaint, dated 9-23-2023 and understand our customer, ******** ****, is dissatisfied with the outcome of the engine claim on her Vehicle Service Contract.  
  Please bear in mind, this is a Vehicle Service Contract (VSC), and all terms and conditions are clearly outlined and defined in the VSC.
  

  The repair facility reported to us that the water pump had failed on Ms. ****’s vehicle, and the engine had severe overheating, resulting in them requesting to replace the engine. We did send an independent inspector to the repair facility and confirmed the repair facility findings.
  

  Based on the terms of the contract, we did provide coverage authorization for the water pump replacement, as it is a covered part on Ms. ****’s contract, and the customer could use that amount to put toward the engine replacement if they chose to. However, we could not assist with the engine replacement as the damage was due to overheating which is excluded by the contract. Please see page 5 of the VSC, Contract exclusion #14 which states: “Any loss caused by lack of necessary and proper amounts of lubricants or coolant is not covered, including, but not limited to, damage resulting from loss of lubricants or coolant due to the failure of a covered part. Any damage caused by overheating is not covered”. 
  

  Additionally, in the complaint, Ms. **** expressed a concern that the repair facility had to tear down the engine to show the cause of failure, which is a requirement of the VSC. This is clearly defined on page 3 of the VSC, under “Authorize Diagnosis of Failure – You will be required under this contract to authorize the repair facility to perform diagnosis or teardown necessary to determine the cause of failure and cost to repair. You will be responsible for all incurred expenses if the failure or breakdown is not covered by this contract.” Because of the overheating exclusion, the customer would be responsible for any tear down or diagnosis and any further engine repairs they chose to authorize.
  

  Unfortunately, we are unable to assist further on the engine replacement as explained above. Our intent is to administer fast, fair claims service in every instance. If you have any questions, we are here to review or discuss any of the findings. Please feel free to contact Our Senior Manager, Mechanical Claims, ****** *******, at ************, ext. ****.
  
  Thank you 

• Initial Complaint

  Date:03/17/2023

  Type:Order 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 tried to file a claim on my GAP insurance. The company requested a boat load of documentation. Then they said that the documentation was illegible. The company made no contact with me, other than email. They were very unfriendly and non-accomodating. I wouldn't refer anyone to their business.

  Business Response

  Date: 03/20/2023

  We have reviewed the customer comments and understand they are dissatisfied with the GAP claim process at this point. Please note due to privacy laws there is certain required information that is required to process the GAP claim for Mr. ******** and we cannot reach out to the lender and insurance company to obtain the required documentation. We initiated a claim on 2-17-23 after receiving the initial info from Mr. ********. On 3-1-23 we received some additional info that unfortunately wasn't legible. On 3-16-23 we again explained to the customer what was required.  On 3-20 Mr. ******** was contacted by our Senior Manager, Financial Claims and was provided an explanation and details of what is needed to process his claim. The information we still need are the following: legible loan agreement, vehicle invoice, refunds for the additional warranties purchased with the vehicle, a copy of the insurance settlement check, the insurance evaluation report, the insurance settlement breakdown, and the police report. If Mr. ******** can provide these documents we will expedite the claim process as quickly as possible.    

• Initial Complaint

  Date:02/07/2023

  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 car was considered a total loss and I had gotten GAP **** when I purchased my car. So since they are considered third party you have to do all the paper work yourself they won't lift a single finger to help you. I owed after my insurance payed $5000.00, and GAP won't cover all of what is owed there is still a balance of almost $2000. They are trying to say that because the day of my due date changed with my finance company ( I was offered to change it I never asked it I could) they deduct money from that. I was never told that and my finance company said no that is not true. They try and find every loop hole to not pay what we pay as paying customers what is rightfully owed. I feel like I have been scammed and would never recommend using GAP**** for extra coverage its a COMPLETE JOKE!!

  Business Response

  Date: 02/08/2023

  
  I have received your inquiry dated February 8, 2023. It appears our customer, ******** *****, is dissatisfied with the outcome of her GAP claim.

  
  Please bear in mind, the GAP Addendum is an amendment to the vehicle financing contract executed between ******** ***** and ***** ******* ***. of ********** **.  (And its assigned lienholder, ** *********) It is important to note that Financial Gap Administrator, LLC (“FGA”) is not a party to the GAP Addendum, but rather the third-party GAP claims administrator on behalf of ** ********** The charge for the GAP Addendum is financed into the customer's loan.  This is part of the vehicle’s financing/sales documentation which is signed by the customer at the time of vehicle purchase and a copy is to be given to the customer by the automotive dealership as part of the vehicle purchase documentation.  All terms and conditions are clearly outlined in the GAP addendum.  (Exhibit A) Generally speaking, the GAP Addendum provides that: “If the vehicle is deemed a Total Loss by the Primary Insurance carrier for the Vehicle, the Seller agrees to waive the difference between:
  (a) the Outstanding Balance of the Financial Agreement on the Date of Loss as detailed in the Outstanding Balance definition and
  (b) the Actual Cash Value of the Vehicle as stated in the Actual Cash Value definition. Up to $1,000.00 of the Buyer's physical damage insurance deductible, if applicable, is also waived under the Contract, unless otherwise limited by applicable State Provisions
  
  Noteworthy to the claim is the definition of Outstanding Balance.  “Outstanding Balance means the amount in U.S. currency required to satisfy the Financial Agreement payoff as of the Date of Loss. The Outstanding Balance shall be determined based only on the amount You originally borrowed to purchase the Vehicle…Delinquent Payments, past due amounts, late charges, extensions of maturity, salvage, repo expense, towing and storage are not included…The Outstanding Balance, at the Date of Loss, shall be determined by the lower of (1) the Financial Agreement original payment schedule or (2) the Equal Monthly Installment Method, if applicable under the terms of this Contract…”.  This definition is important to understand because it explains the outcome of the claim.  As stated above, the GAP contract is an addendum to the loan contract. At claim time, the loan’s Outstanding balance on the date of loss will be calculated using the terms and conditions of the original loan contract. (Exhibit B) In this case, Ms. ***** changed the terms of her loan at a later date.  However, the original terms would have to be used in the event of a claim.  Furthermore, Ms. *****’s payment history indicates a number of late payments throughout the loan as well as a payment extension.  Any fees associated with these would not be included in the definition of Outstanding Balance.  Lastly, the documents required to process a GAP claim are very private and often require the contract holder’s participation in obtaining.  It appears Ms. ***** was frustrated with this participation but was necessary to get the needed documents.       
  
  Calculating a GAP Addendum benefit waiver amount is rather straightforward. Pursuant to the terms and conditions of the GAP Addendum, it starts with the customer’s Outstanding Balance on the date of loss, which was $15,283.71. This is a standard amortization of Ms. *****’s loan using the terms and conditions of the original loan contract. Next, the Primary Carrier’s ******** *********) $12,106.50 settlement is deducted.  This leaves a $3,177.21 GAP benefit to be waived. (Exhibit C) As you can see, the claim was adjusted in accordance with the contract and an accurate settlement of $3,177.21 was waived by Ms. *****’s lender.
  
  Our intent is to administer fast, fair claim service in every instance. If you have any questions, I am here to review or discuss any of the findings. Please feel free to contact me at ************ * **** or ***************************** 
  
  Respectfully,
  
  ***** ******** ******** ** ******