ComplaintsforNationwide Assistance

• 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

  09/16/2024

  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. 

• Initial Complaint

  08/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have been charged $259 on 8/10/2024 and they refuse to cancel and refund me. Ive called to cancel 4 times. Each time the *** was rude when I said I wanted to cancel. The most recent call the *** told me I dont know anything. Awful.If the ***s are like this, I no longer want to do business with them. But they seem content holding my money. Ive canceled my card but Id like my money back. They claim in their contract you can cancel at any time and they give you a 30 day window to change your mind. Its been 11 days and they are refusing to cancel this for me.

  Business response

  08/22/2024

  We do apologize for your experience and will review the calls for quality control and proceed how we see fit.  Your account was cancelled as requested. You should see the credit back into your account within 3-5 business days. 

  Customer response

  08/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me unless I do not receive what the business has stated.
  

  If I do not receive the credit to my card in the stated timeframe, I will submit another complaint. If my account continues to be billed, I will file another complaint. If any account connected to my name and information I provided is impacted negatively in the future as a result of having certain information, I will file another compliant and will pursue a higher level of action.
  
  Sincerely,
  ***************************

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Was convinced that a warranty was needed for my vehicle led to believe was through my dealership and then basically instructed had to be paid and addressed now but later found this has nothing to do with my dealership and due to tough times id like this cancel and refunded

  Business response

  07/30/2024

  ***************************, 

  I'm so sorry about any misunderstandings, we truly care about our customers! We also have a customer care team open 8-5 central standard time Monday-Friday.  We are happy to help, this is the first time I am hearing of any issues with this account or it would have been handled promptly and you would have been refunded on the call with a confirmation number.  All of our customer are initialed to a full refund within 30 days.  I will cancel your account and attach the refund receipt for your records. If you have any questions or concerns please contact me at ************. 

   

  ***************************************
  Director Of Customer Service
  ************
  ***************************************
  

  Customer response

  07/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a ------ scam!! Do not fall for that stupid pink letter you get in the mail. I have tried for 2 days now to cancel and get a refund. They keep trying to give me a lower price and refuse to let me cancel. They keep asking why I am cancelling and what would happen if my car broke down. I apparently spoke with ******* but on the email they sent me 2 months later, it was from *********************. I will not allow someone to cuss and yell at me over the phone especially if they are trying to run a so called business. I apparently have to wait 30 days for a refund but that is if they are even telling the truth, which I doubt since they are scammers!!!!

  Business response

  07/02/2024

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

  I am sorry about any misunderstandings. I see we spoke with you on 6/3/24 regarding cancellation, then on 6/17 I received your letter of cancellation. We have processed a refund check for you in the amount of $325.03. You will receive this check in the mail shortly! I have attached a copy of the "cancel summary" for your records. Please contact me if you have any further questions. 

   

   

  Thank you,

  ***************************************
  Director Of Customer Service
  ************
  ***************************************
  

• Initial Complaint

  05/31/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I received a pink slip in the mail with the name of my mortgage lender saying it was my final notice and my home warranty needed to be set up. When I called the number on the letter, the representative made no effort to correct my misunderstanding of who I was speaking to and proceeded to set up a recurring charge which is not what was explained to me. I was told I would receive an email and a letter with all info, neither of which I have received yet. When I called again, the representative forwarded me an email confirming the initial charge and outlining the recurring charge, which again is not what was explained to me initially. I still have no way to manage or cancel my account, and my assumption is that they are trying to run out the clock so I can no longer cancel the account (apparently it can be done in the first 30 days). I need assistance in canceling this account ASAP as this was extremely deceptive and not what I thought I signed up for.

  Business response

  06/19/2024

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

  I am sorry about any misunderstandings. I have pulled this account and I do see you spoke with **** on 6/6/24. **** did cancel and refund your card the same day in the amount of $212.00 on 6/6/24. I have attached a copy of your refund receipt for your records, you should already see this refund in your account. I have also put you on the DO NOT CONTACT LIST. If you have any other questions please contact me directly.
  
  Thank you,
  ***************************************
  Director Of Customer Service
  ************
  ***************************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I reviewed a card stating I needed to activate my auto protection. I called the number given under the impression that I only needed to activate a plan. The person on the call proceeded to speed talk through the call and i eventually saw a payment was processed to them. After realizing I already had coverage, I called several times to cancel the policy, and the guy l spoke diverted the conversation every time I asked to cancel, basically telling that I couldnt cancel unless I told them who I had coverage with.

  Customer response

  05/15/2024

  I received a pink slip in the mail with no information that told me it was Nationwide Assistance, just that I needed to activate my auto protection policy. After realizing I didnt need it, I called several times to cancel. The guy I spoke to insisted that it was a necessity for me to have & refused to cancel the policy. Instead, he diverted the conversation and continuously explained why I need it, and even tried to negotiate cheaper plans after I stated multiple times that I just would like to cancel the policy. On the last call, he proceeded to have an attitude because I had a person listening in on the conversation, and finally said they need to know who I had coverage with elsewhere in order for me to cancel the policy.

  Business response

  05/20/2024

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

  I do apologize for any misunderstandings. I see on 5/15/24 you called and spoke with customer relations, we did cancel and refund you that same day as requested. All customers receive a full refund within the first 30 days. I have attached a copy of the cancel refund receipt for your records. This refund should already be in our account. If you have any questions or concerns please reach out to me, its important my customers are happy!

   

  Thankyou,

  Nationwide Assistance

   ************

  Customer response

  05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Recurring monthly charge by Nationwide Assistance. The charge is $155.50 a month. I just tried calling to cancel. Went back and forth for 15 min. All they would do was lower charges or put on deferment but would not cancel. I've reached out to my bank to try to block future charges.

  Business response

  05/21/2024

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

  I am sorry about any misunderstandings. I have looked into this file and I do see you called on 4/30/24 to cancel your account. ****** did advise you will get a prorated refund in the mail within ***** days of cancellation. Your refund amount is $316.15 Please contact me with any questions or concerns pertaining to this matter.

   

  Thankyou,

  Nationwide Assistance 

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

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It's a service contract scam that should've been caught but I guess I was too naive. The website looks like it was put together in 5 minutes and the fake pamphlet they sent me has spelling errors.

  Business response

  04/29/2024

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

  I do apologize about any misunderstandings. We do care about all our customers, this is the first time I am hearing of any issues with this account. We have reached out to provide a conformation number for your refund with no response. Our customer care department is always open Monday-Friday. I can assure you if we knew you were unsatisfied about anything!! we would have handled it promptly. A simple call to customer care can avoid a lot of frustrations. Please never hesitate to contact us. I have attached a copy of the "cancel refund receipt" I have also placed you on the "do not contact list" You will no longer get any correspondences from Nationwide Assistance.

   

  Thankyou,

• Initial Complaint

  04/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This business sends a misleading scam-like notification through **** mail. I believe this is a scam, and if not, it's a very bad business practice. When calling, they do not identify their business name, just indicating "service" etc. I think there are a few legal issues with their approach.

  Customer response

  04/15/2024

  Correct, I would like the company to not contact me.

  What I was especially concerned about was their marketing approach and the card they sent through ***** it seems like a scammer's method to obtain customers rather than a legitimate. 

  Your warranty is expired, this is the service department, etc. Hopefully people don't fall victim to this fraud. 

  Business response

  04/29/2024

  DOMINIQUE ******,

  I have located the file and put you on the "do not contact list". You will no longer get any correspondences from Nationwide Assistance. 

  Thankyou,

*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. ↩