Complaints

• Initial Complaint

  02/01/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contact paragon ***** because I purchase a new 2024 tlx last July and I know they dont work with third companies , how they got my car vin number

  Business response

  02/03/2025

  Our policies can be used at any licensed shop or dealership Nationwide.  

  If you are not longer wanting to keep the protection, please contact Customer Service.

  Customer response

  02/04/2025

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

• Initial Complaint

  01/24/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I received this mailer, 1/24/25, indicating that "the vehicle service contract on your ****** has expired, or will expire soon, based on the vehicles age." My complaints are as follows:- The flyer does NOT identify Nationwide Assistance in any way. The only company name listed is "******", which leads one to believe that you are being contacted by ******. This is misleading. I contacted ****** directly and they advised this is likely a 3rd party. This wasted my time. - I purchased my vehicle in August, 2024. The vehicle has a service contract that runs until 2028. It is NOWHERE near expiring, much less expiring "soon". This is misleading. I contacted ****** directly to confirm that my service contract requires no action and that it was nowhere near expiration. This wasted my time. - The flyer includes my VIN number, displayed prominently on both sides of the card, which is uncovered. This overt sharing of my personal vehicle information is unwarranted and unnecessary. They alleged that they are the entity that backs the ****** service contracts but I have not confirmed this yet. I want them to avoid such deceptive, predatory, and misleading marketing practices. While I did not fall for this, elderly and inexperienced consumers likely are falling for this.

  Business response

  01/27/2025

  The mailer received is simply offering extended protection for the vehicle.  Due to us not knowing the current mileage or if an extended policy was purchased is why the wording is "expired or may be expiring".  The make of the vehicle is also printed so that we can identify the type of vehicle the coverage is being offered on.  We are not affiliated with any dealership, however our policies can be used at any dealership nationwide. 

  Customer response

  01/27/2025

  Complaint: 22854403
  
  I have reviewed the business' response and am rejecting it because:
  
  They do not identify themselves on the mailer and do use an automakers name, which is easily misinterpreted as coming from that automaker. 
  
  They assume expiration of a policy in the verbiage meaning its more likely a customer will misinterpret that, rather than acknowledging they dont know.

  They are not acknowledging the likelihood of customers misunderstanding the current phrasing and they make no efforts to change anything to be less misleading. 
  
  Predatory business practices like this should be stopped. If an elderly car owner, unfamiliar with how maintenance contracts operate, were to receive this mailer, their high-pressure sales team could easily obtain the credit card information from said customer and tie them up with a contract they didnt know they were buying.
  

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

  Business response

  01/28/2025

  We do appreciate you bringing this to our attention. It is not our purpose to confuse anyone regarding the offer for coverage.  We will work to make changes to the mailer.  

  Customer response

  01/28/2025

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution ASSUMING THE BUSINESS FOLLOWS THROUGH IN REVISING THE MAILER AND APPLIES LEARNINGS TO FUTURE MARKETING CAMPAIGNS.

   
  Sincerely,
  
  ****** *****

• Initial Complaint

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12-11-2024 I had called Nationwide after receiving a pink slip stating that my warranty was expiring. When I had called both the employee and supervisor had advised me this was the best way to keep my car running smoothly. After some research into my financial contract through my local ****** dealer I had learned that this was a 3rd party selling me a warranty I did not need. I had called this morning on 1-10-2025. I had spoken with *** whose employee ID number is 4232. I had asked for a cancellation and refund. He had advised me that it being out of the 30 day money back window I was to send over a letter of cancellation inorder to receive a prorated refund. It has barely been a day or 2 out of the 30 day window. I had asked to speak to his supervisor and her name is ********. They had both told me there is no way for them to send me an email with confirmation that my contract was cancelled. I do not see why I have to mail or fax over a letter of cancellation to receive a refund. I would like to know that my contract was cancelled and if they can just release the funds I have paid to them for a service that was not necessary. Both the employees I had spoken too were nice and polite and seemed to ensure that everything was cancelled. I would like confirmation from an accredited source like the BBB to verify that and help me receive a refund as soon as possible.

  Business response

  01/13/2025

  As confirmed with the Customer, this account was cancelled 1/10/2024.  The Customer was also provided confirmation # 6485202011 for the cancellation.  

  The Customer will need to follow the cancellation provisions noted in his contract on page 5 before any pro-rated refund is released. 

  Customer response

  01/14/2025

  Complaint: 22793498
  
  I have reviewed the business' response and am rejecting it because: I never once received any paper contract from Nationwide. I had sent in the letter of cancellation as instructed by their employee and supervisor. 
  
  
  
  Sincerely,
  
  ******* ******

  Business response

  01/15/2025

  Per our tracking, the policy booklet was delivered to the Customer's address on 11/17/2024.   

• Initial Complaint

  12/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I never signed up for this policy since I'm already a longstanding insurance carrier with another firm. However, they have my son's #, my name, and my new car info. My son initially received the "bills" and accidentally paid them thinking it was his new ***** (we bought our cars within a couple months of each other). He tried to contact them to no avail. He then took out a dispute with our bank, *****, to try to recover the monies. He could only recover partial since it was 7 months ago. This has been going on a long time. Nationwide continuously calls my son asking for back payment. They called him again today and we both spoke with the **** ******, who was rude and refused to "cancel" the "policy". His own words. After 20 minutes of him putting us on hold, he kept asking for info such as who did I already have a policy with, and how much is it. I refused to answer such questions because it is none of his/their business. I asked him to cancel the policy over 10 times. Each time he said he wouldn't. Then, when I asked for his supervisor, would not let me speak with him/her. I reiterated "so you're saying 'no'? He confirmed that, then back pedaled and said no one was available. Brusque, unresponsive to my needs, and only reading a script. I've never come across a company that won't cancel what you ask them to.

  Business response

  12/18/2024

  After reviewing this file.  ***** contacted our office to set up the policy on the 2024 ***** Pilot.  He confirmed the vin number that we have on file and advised he was going to use "his card" to pay for the policy.  He gave us *********** email to put as the contact email on file which is *********************************.  He also gave us both his and *********** phone numbers in the event we needed to contact them.  

   

  At this time, the policy is cancelled and there is nothing further we would need to contact this Customer regarding.

  Customer response

  12/19/2024

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

• Initial Complaint

  12/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hi BBB.I have received a card in the mail indicated my car warranty has expired and this is the "final" attempt at extending the warranty. (see attachment - I ripped it up but taped it together to send you a picture). I called the phone number and gave them the ** number on the card. The gentleman was very cordial and gave me information on extending my warranty. 2016 car with ****** miles on it. They would extend the warranty to 2029 and ******* miles (whichever comes first). $261.33 x 19 payments to total $4965.27. I would have to pay the first one now over the phone via credit card. I asked the man to send me information. He said they would send me the book explaining everything that was covered next week after I make the first payment. I said i just want him to send me a quote, showing me what i was going to be paying. He kept saying over and over that they are a reputable company and they only deal with dealerships after customers extend their warranty, that they are not like ********* or other companies that are not reputable. After finally giving up, he said he would email me the cost and information, which I have in an email. I then found that their company name is "Nationwide Assistance" -- Nationwide Assistance --- Toll Free: ************** --- ********************************* I looked on the BBB site and found way too many complaints. I am asking the BBB to see if they think this company is a "scam" type company or not. Could you please give me your opinion from what you have received from other people?

  Business response

  12/11/2024

  This Company is a legitimate Company.  Nationwide Assistance is a selling Company for Black Diamond Administrative which is A+ rated on the BBB.  This policy can be taken to any licensed shop or dealership Nationwide.  The only difference between Black Diamond policies and Dealership policies is that you have options on where to take the Vehicle to be fixed. 

• Initial Complaint

  11/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a pink slip in the mail stating that it was my final notice that I did not have a ***** extended warranty. I was confused because I know I had activated a warranty previously through *****. I called and was led to believe that I did not activate the warranty I had requested properly. They were very nice, but led me into buying another warranty that I do not need. I tried calling back to cancel and was directed to a phone number for customer service that did not work. I tried multiple numbers I found online, and finally found one that stated they were the correct company, Nationwide Assistance. I only knew this was the company because of an e-mail receipt they sent me while on the phone. Otherwise, I had the impression I was talking to ***** the entire time. Within 5 minutes of setting up the policy and being told to call customer service, the customer service line stated that it was closed for the night and automatically hung up on me. I would like a to cancel the policy and get a refund, but I feel as if the company is blocking my ability to do so.

  Business response

  12/02/2024

  We do apologize for any miscommunication.  We will have a Representative reach out to you today to get this taken care of.

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife called this company on September 4th as a result of receiving a card in the mail that seemed to indicate that this company was affiliated with our mortgage company. She called and purchased a home warranty plan for $229. However, she was NOT told that this would be part of a recurring charge. We sent our contract pamphlet back through *** certified mail on September 22nd following our receiving of our Notice of Cancellation Rights on September 18th. We are due a refund according to both Ohio law and the terms laid out in the contract. The signed contract pamphlet requesting cancellation alongside a written letter requesting cancellation were delivered on September 25th (a signature was collected from a representative at the business address). Yet, we have not received any notice (written or otherwise) indicating that our contract has been canceled and that our refund has been issued. I am, as I'm writing this, on hold for now over 45 mins with their customer service line at 9:48 am EST...which is ridiculous considering they opened at 9am. This appears to be a rather seriously unscrupulous company. To other homeowners out there, stay away from this company!

  Business response

  10/01/2024

  After reviewing this file.  I show the Customer spoke with a Representative on 9/30/2024 and the down payment was refunded to the Customer as requested.  There was no other correspondence received on this account via mail.

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received multiple letters regarding my home warranty saying that my coverage was expiring. When I called, the agent ****** ******* misrepresented himself as being affiliated with our current home warranty policy. He proceeded to provide false information regarding our current coverage stating that we needed to upgrade our current policy in order to have HVAC covered. When attempting to call back to dispute, there was no answer despite multiple attempts. We were told there was a money back guarantee, even in writing in an email, and have been unable to get our money back. I believe this business to be a scam. I believe that they use public available information on home sales and then engage in predatory behavior.

  Business response

  09/24/2024

  We do apologize if any information was miscommunicated.  We will send this phone call for review with our Quality Control Team.  

  We also had a Representative reach out to assist with the cancellation and refund.  We were unable to reach anyone and left a voicemail.  

  A refund will be sent back to the Customer.  This should show in their account within 3-5 business days. 

• Initial Complaint

  09/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On hold with the company right now. The man told me that just wanting the cancel the policy because I dont need it anymore isnt a valid enough reason to cancel it. Was arguing with me about canceling when I was being polite. He put me on hold to pull up (my account) and it took him 5 minutes to do so. I get that its their job to try to keep the coverage, but the guy literally admitted that they were charging me too much for the policy and off to lower the payment by $200/month! If this was a legit company, they never would have charged me $350/month in the first place. After I declined that I was on hold for another 8 minutes before a supervisor picked up and tried to talk me down even lower to $94/month. I told him that even if I wanted to keep the coverage, the way the last representative talked to me put a bad taste in my mouth. He talked to me like I was an idiot girl who doesnt know anything about her car, explaining the difference between my insurance and this policy. The supervisor was understanding and apologized saying that I would get my refund in 3-5 days, so hopefully that actually happens. Good with the outcome, but I cant believe how the guy talked to me in the beginning.

  Business response

  10/31/2024

  I do apologize for any inconvenience and understand the frustration regarding the high payments. However, our Activations team does not have the same options as our **************** team does when it comes to assisting Customers with their financial needs.  

  I do show the account was cancelled as requested and refunded. 

• Initial Complaint

  09/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  this company is a scam and fraudulent. i have spent hours on the phone with them and have cancelled my service with two different representatives. they have continued to charge me and are disgusting. they lied to me pretending to me a home warranty company that was included in the purchase of my home. they are disgusting and just scammers

  Business response

  09/17/2024

  ***** ***** contacted our office by phone on 7/12/2024 and purchased a 3-year Platinum Home Warranty for her home address of ****************  She authorized a down payment of $214.00 to be processed to activate the coverage.  She also agreed to 24 installments of $169.12 starting 8/26/2024.  

  Ms. ***** has disputed both her down payment and first monthly payment that was processed on her account.  At this time there is no refund due back to Ms. ***** and her account is cancelled. 

*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. ↩