Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/19/2025

  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.

  *** recently purchased a new car. At the time I purchased an extended warranty. *** since received continues mailing from this company who isnt the issuer of the policy telling me that if I dont call, my paid in full policy will be canceled. Most recently *** received a Pink Final Notice card telling me its my last chance. This company has nothing to do with my auto or the policy Ive taken out with the dealership. Its an attempt to to get me to sign up for another policy of their issue. I writing this as a warning to all, especially senior citizens because all Nationwide Assurance doesnt give a **** about about anything other then their bottom line and using a deceptive practice is the only way for them to part you from your money. ******.

  Business Response

  Date: 06/20/2025

  Unfortunately, we have no way of knowing if you purchased an extended policy with your dealer.  I do show we sent you one offer to set up an extended policy.  If you have received multiple offers, they would be from different companies.  We have removed you from our mailing list.

• Initial Complaint

  Date:05/10/2025

  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.

  Last July I enrolled in an extended car warranty from Nationwide Assistance & by September decided I didnt need it. I called to cancel before I was charged again, but then my card was charged. I called again & same thing. This went on until December when they dropped the amount by a little that they charged me, instead of reimbursing me all of my money like they kept saying they would. Then towards the end of December they said they really did cancel it this time & that I now needed to fax them my current ********************* so they could mail me a reimbursement check. I did & no response. I had to call & confirm they got the fax like the fax said they did. I called continually to see where my reimbursement was as I still hadnt received an email, letter or anything confirming my cancellation except someone on the phone saying it was. Two months later in February I received a check with no breakdown or anything, for less than half the amount I was supposed to receive according to the warranty. When I called them that day to get a breakdown and understanding the man on the other end yelled at me & said thats what I get it for canceling. I then called my bank right after to help in the matter & see what they could do. The company never responded to my bank & because most charges were past 60 days the bank said there was nothing they could do without the company having provided me some form of written cancellation. Also, when I deposited the check they sent to me, the bank said the company cancelled it. When I called the company continually each month to follow up as to why, I was told the check was cancelled because I took the issue to my bank and so now I will get back less money because I involved them. They then told me they were going to call me back & email me the breakdown, & transfer me to someone higher up as no one could figure out how the person who cut the check came to such a low amount. I still have yet to hear or receive any clarity from someone.

  Business Response

  Date: 05/12/2025

  After reviewing this file, Ms. ***** contacted our office 12/9/2024 and advised she could not afford the monthly payments.  We advised Ms. ***** we could lower the monthly payments so that she could continue with the coverage and she agreed.  This discount was applied and the payment was lowered.  Ms. ***** contacted our office again on 12/17/2024 and requested the account to be cancelled, we honored her wishes and cancelled the policy.

  A refund check was mailed to Ms. ***** on 2/14//2024 that was calculated per the terms in her contract.  On 2/21/2024 we were notified by **************** that she disputed both her November and December payment and the bank credited Ms. ***** the payments.  This is why there was a "stop payment" placed on the refund check due to Ms. ***** being credited from her bank.  

  Ms. ***** can go to the cancellation provisions in her booklet to see how the original refund was calculated. 

  Customer Answer

  Date: 05/13/2025

  Complaint: 23313319
  
  I have reviewed the business' response and am rejecting it because: what they are saying is inaccurate. I have attached proof of what the book says, what was offered, what happened. Their response still provides no proof of breakdown on their end of how they came to the amount of the check and their claim that my bank disputed the charge was due to them not responding. Even if the check cleared and the two reversal remained it would still be less than what is due back.
  
  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 05/13/2025

  On page 9 of the contact, under CANCELLATION AND RENEWAL Section "CANCELLATION PROVISIONS it states: "If this Contract is cancelled after thirty (30) days past the Contract Sales Date or after a claim has been filed, they You will receive a pro rata refund, less any claims paid under this Contract.  Pro rata refunds are determined by multiplying the amount You paid for this Service Contract by the lesser of the following: (a) the number of covered days remaining on the Service Contract divided by the original number of covered days, or (b) the miles of remaining coverage under the Service Contract divided by the original number of covered miles.  A cancellation fee of one hundred fifty dollars ($150.00) will be charged for all pro rata cancellations made by the Contract Holder.

  In this case, the refund was calculated off the % of Term Used which was ********%. = $279.70

  Total paid in: 

  Down Payment $185.00 - 7/18/2024

  Monthly Payments

  8/19/2024 $146.41

  9/17/2024 $146.41

  10/17/2024 $146.41

  11/17/2024 $146.41

  12/17/2024 $110.02

  TOTAL = $880.66 (-) Time Used $279.70 = $600.96 (-) Cancellation Fee $150.00 = $450.96 which was mailed out 2/14/2025.

  We received notification from the bank that the November payment $146.41 and December payment of $110.05 were both disputed and refunded to the Customer.  Which is why the refund check was stopped.

  At this time, the amount owed back is $194.50 which is on a 60 day hold due to the dispute received from the bank.  We would be happy to answer any further questions.  Please contact **************** to assist you at **************.

   

   

  Customer Answer

  Date: 05/14/2025

  Complaint: 23313319
  
  I have reviewed the business' response and am rejecting it because:
  
  It is actually on page 7 of the contact, under CANCELLATION AND RENEWAL Section "CANCELLATION PROVISIONS it states: "If this Contract is cancelled within the first thirty (30) days from the Contract Sale Date and no claims have been filed, then You will receive a full refund. If this Contract is cancelled after thirty (30) days past the Contract Sale Date or after a claim has been filed, then You will receive a pro rata refund, less any claims paid under this Contract. Pro rata refunds are determined by multiplying the amount You paid for this Service Contract by the lesser of the following: (a) the number of covered days remaining on the Service Contract divided by the original number of covered days, or b) the miles of remaining coverage under the Service Contract divided by the original number of covered miles. A cancellation fee of one hundred fifty dollars ($150,00) will be charged for all pro rata canellations made by the Contract Holder. In all instances, if there is no Payment Plan Provider, the refundable amount will be paid to You. If there is a Payment Plan Provider, the refundable amount will be paid to the Payment Plan Provider. see photo attached that I pulled this word for word from.
  In this case, if the refund was calculated off the % of Term Used which I believe is their way of saying option a) the number of covered days remaining on the service contract divide by the original number of covered days and they are only honoring the contract effective date: 7/18/2024 to the day they received the fax on 12/17/2024 rather than when I originally called in and cancelled, then that would even be the following calculation:
  # of Covered Days remaining / original # of covered days 
  152 -1825??=?-1,673 remaining days
  1673/1825??=?***** 
  880.66******??=?807.565
  807.565-150??= ?$657.565 owing
  
  Down Payment $185.00 - 7/18/2024
  Monthly Payments
  8/19/2024 $146.41
  9/17/2024 $146.41
  10/17/2024 $146.41
  11/17/2024 $146.41
  12/17/2024 $110.02
  
  TOTAL = $880.66 (*) Time Used ***** = $807.565 (-) Cancellation Fee $150.00 = $657.565 (-) $146.41 November Refund (-) $110.02 December Refund = $401.135 at minimum left owing to back to me.
  See other attachment for full breakdown of option a and b.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Responded to an ad in my mailbox saying it was from RE:Zillow Home Loans. on 5/2/2025 at 12:05.Called ************** which was listed on the envelope.Representative said to call ************** about my new warranty.Realizing they had no affiliation with my home or my loan, I called at 1 PM on 5/2/2025 for a duration exceeding 30 minutes. Am still on phone now.

  Customer Answer

  Date: 05/02/2025

  After 1:40 on the phone, they have agreed to refund me and cancel the policy.

  Business Response

  Date: 05/05/2025

  I show this account was cancelled out and refunded as requested on 5/2/2025.

• Initial Complaint

  Date:04/08/2025

  Type:Billing 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 business charged my father with dementia for unknown services. There is no method to contact them by phone listed on their website. When attempting to contact the number listed on file with the ****************************, they claim it is not their business. We would like them to cease charging my father for services he does not need, use or recall signing up for.

  Business Response

  Date: 04/28/2025

  I show ****** ******* contacted our office on 2/25/2025 to set up coverage for a 2017 **** Mustang.  Unfortunately, we have no way of knowing if a person has any type of illness or if they are able to make decisions for themselves. 

  At this time the account has been cancelled.  

• Initial Complaint

  Date:02/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********************* Notification Notification date 02/14/2025, but received 02/20/2025 Expiration date 02/25/2025 Toll-Free ************** **FINAL NOTICE** on vehicle service *********** info on contact business name except the number and business hours.I am not a ********* owner.

  Business Response

  Date: 02/21/2025

  We have removed this Customer from our mailing list. 

• Initial Complaint

  Date:02/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 02/04/2025

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

  Customer Answer

  Date: 03/19/2025

  I have never dealt with with this company ************************* or nationwide assistance auto pretending that I have a black diamond coverage (C00029)************ demanding payment PO ************************** with *************,************* number

  Business Response

  Date: 03/20/2025

  All data we receive is opt-in data.

• Initial Complaint

  Date:01/24/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:01/10/2025

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 01/15/2025

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

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 12/19/2024

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

• Initial Complaint

  Date:12/11/2024

  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.

  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

  Date: 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.