ComplaintsforNationwide Assistance

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a notice that was issued to me 03/06/24 but was delivered by mail on 03/14/24. This notice included that my auto warranty was going to expire on 03/16/24. I called today 03/14/24 to get an understanding of what this notice is really about. I spoke to a gentleman that asked for the code on the card so that he could further assist me. So I did and then I was granted with a series of questions not once addressing me by my name or any information about the make and model of the car. He seemed convincing, then he proceeded to setup a payment after retaining all of my information. When I asked him if there was away for me to contact him back, like if there was an extension number because I didn't have the funds in my account at the time. I was put on hold. At this point, the hold didn't seem like a "business hold", but more like to friends taking turns back and forth on the same phone. So the second gentleman gets on the phone, at this point I'm still convinced that this is something I needed to handle. He then decides to offer me these crazy discounts ...etc, only for him to make an attempt without my consent to withdraw the payment from my account. At this point I'm started feeling a bit uneasy. So when I also asked him about an extension number because of my funds, he insisted that he had time for me to arrange the money for a payment of $185.00. Still not convinced that this is a problem, I comply. I was read an conformation number but never received an email nor text about my recent purchase. After I hung up, thats when it hit me. So I did my research and found that these little pink slips have been all over. All of my information, card number and my last is gone. I called the number back on the card but there was no answer. So I used ******* to research the number provided on the card and it sent me here. This needs to STOP!

  Business response

  04/03/2024

  *******************, 

  I am sorry about any misunderstandings. We do our best to help everyone in a professional manner. I can assure you this is a great company and we are here to help. We are open 8-5 Monday-Friday with a simple call we could have taken care of you promptly without this complaint. This is the first time I am hearing of any issues with this account. I do see on 3/15/24 we did reach out to you with no response, once I saw this complaint we did send you an email with a cancel refund receipt attached. Please take this as a token of our apologies and call with any questions or concerns. 

   

  -I have also attached a copy of the refund receipt to this message  

  Thankyou,

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

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the month of February 2024, we were cohered into believing that we needed a Nationwide Assistance Warranty on our new ******* 2024. They had our vin# and other info about our purchase so we thought they were part of the ******* dealership.We agreed, even though I was feeling uncomfortable about our rash decision we decided to research reviews of their company on BBB and immediately decided to stopped payment and closed our account because of them being recognized as scammers.Since that time they have been calling 2-3 times daily using various telemarketing tactics and leaving messages. I texted back and requested them to stop calling, but unfortunately, that hasn't happened.All information that was mailed to us we sent back - Return To Sender.We never signed any paperwork, so we have no binding contract.We would like them to discontinue their harassing calling tactics.

  Business response

  03/13/2024

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

  I'm sorry for any misunderstands. We are certainly not a scam and I'm sorry you feel this way. I have located your account with us, I do see we have been trying to reach you about a past due payment. This is the first time I am hearing of any issues with this account, or I would have addressed it a lot sooner. We pride ourself in customer service so this is important to us. The customer care team is available Monday-Friday 8-5. Please do not hesitate to contact us at ************ we are happy to help, However we do need to speak to you in regards to the cancellation. If you wish to not speak with us, then you will need to follow the cancellation procedures located in your booklet we mailed to you. I will also attach a copy of it for your records. 

   

  Thankyou,

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 02/03 I received a bright pink letter in the mail saying *Final Notice* it had the name of my lender on it and said I had not paid my home warranty yet. I panicked and called the number and spoke with ******* who did not mention the words Nationwide and described my warranty plan to the ** I thought I was paying for the warranty plan I had signed up for. I spoke with the lender who told me my home warranty was fine and already paid for. I called the same number on the pink slip to cancel. This rep started going into this sales pitch after I gave him the ** on the pink slip. I interrupted him and asked why he couldn't see that I already paid for this and he froze up. He could have taken another $299 off the same ** on the pink slip and nothing would have stopped him. He provided me a customer service number that kept me on hold for 10 minutes and transferred me to a full mailbox. There is no email I can follow up with and I can't get through to anybody to cancel this.

  Business response

  02/19/2024

  ******,

  I am so sorry about any misunderstandings. We do not have any way of knowing if you have purchased a coverage with another provider. We did get a message to contact you back on 2/14/2024. **** did reach out to you that same day at  approximately 2:36pm and left a message to contact us back. I also see we spoke to you this morning in regards to the cancellation. We have cancelled and refunded you as promised. I have attached a copy of the refund receipt for your records. Please contact me with any questions or concerns.

   

  Thankyou,

  Customer response

  02/22/2024

  Complaint: 21305675
  
  I am rejecting this response because: I am satisfied that the plan has been cancelled and my money refunded and wish to put this behind me, however, when the rep called and spoke with me Monday morning I politely but firmly said to him 3 times that I am not interested in keeping this plan he became very argumentative and angry that I had no intentions of keeping the plan.  If any of my employees talked to anyone the way he talked to me I would have fired them. I hope in the future you don't train employees to speak this way to people that want to cancel their plan. 

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

• Initial Complaint

  02/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I kept receiving these final notices in the ******** stupidly fell for this extended car warranty scams. This company basically tricked me into paying a ****** one time fee then immediately hung up the phone. Thats when I knew it was a scam. A week goes by & I call this fake company to cancel this 60 month plan that I gave no authorization for & a the man who answered is trying to talk me into keeping my plan & talking over me when I repeatedly asked for it to be canceled. I asked to speak with a *************** would not so he told me have a nice day & hung up. I called again & a different person answered & quickly put me on hold & I know he was discussing with someone else about my previous call & I thought he would help get it canceled but he just kept giving me the run around until finally he said h*** cancel the plan so when I asked if Id get some type of email or letter stating that he said no just know its refunded & hung up the phone. I want to make it VERY CLEAR THAT I DO NOT WANT A WARRANTY PLAN WITH THIS SCAN OF A COMPANY!

  Business response

  03/05/2024

  Good day, 
  
  
  *********************, I apologize for any confusion or frustration regarding your experiences. You spoke with the agent on 2-1-2024 you agreed to process the down payment and provided the card to process the $199.00 down payment to for the 5 year ****** mile coverage for you 2011 Honda CR-V. When you then on 2-14-2024 contacted our company again to cancel the coverage it was completed and fully refunded at that time on 2-14-2024. Receipt provided. Again I am sorry for any confusion or concern the process may have caused you.  

• Initial Complaint

  02/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They lead me to believe that I did not have a warranty with my new car. They convinced me that my vehicle was not covered and got me signed up for a 2nd, unnecessary policy.

  Business response

  02/14/2024

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

  I do apologize about any misunderstandings. Please note we have no way of knowing if you have purchased a warranty with another company.  I have looked into your account and you are entitled to a prorated refund of  $332.10. Please send in a cancellation letter with your ending ending miles. I then will send you the refund VIA mail within ***** days. I have attached a copy of your "refund summary" and "cancellation procedures" to follow. 

   

  Thankyou,

   

  Nationwide Assistance

  *******************
  ******** MO, 63367

• Initial Complaint

  02/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The last payment was on Jan 26 for $171.57 for a total over $2,000 When singing up for the service I was told I could cancel at any time and i could get refunded any time left over. I called to cancel the service and now they say i cant unless i have a bill of sale and this was nowhere in the agreement or discussed prior. I want them to honor their agreement and allow me to cancel the service.

  Business response

  02/12/2024

  Hello *************************** III,

  I have located and reviewed your policy. All customers are entitled to a prorated refund, However you will need to follow the proper cancellations procedures. I have attached a screenshot of the "cancellation procedures" to follow. Please send a "notarized cancellation letter" with the ending miles or "bill of sale" with ending miles. **** I have received this information within ***** days you will be provided with a pro rated refund as promised VIA mail. If you have any questions concerning this issue please contact us at ************.

   

   

  Thankyou,

  Nationwide Assistance

   

   

  
  
  

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business delivered multiple pink FINAL NOTICE postcards in my mail. They had ******** written on the front and back and it was implied that it was from the ****** dealership where I just purchased my vehicle. When I called the number, they answered the phone "****** Activation Department" and acted as if they worked for ******. I clearly remember purchasing a plan when I purchased my vehicle, and the man on the phone went back and forth with me. He claimed he had my account pulled up and there was no coverage. He even told me where to look in my glove box for the information I should have supposedly had to prove that I already purchased this coverage. When I told him I was at work and would need to look and call back, he refused to let me off the phone and said it was past the deadline and if I got off the phone, I would lose the option for coverage. His explanations weren't adding up to me, so he transferred me to his "supervisor", some woman who also refused to let me get off the phone until I gave her my credit card information, which I stupidly did because I was at work and trying to get off the phone. They were extremely pushy and misleading. She also told me that I purchased a different kind of coverage, and this was for something else, claiming she had my ******'s account pulled up. Never once did they mention the name Nationwide Assistance. I never saw or heard of that name until they started calling me about getting my contract payment up to date. I got suspicious after the initial call and called the dealership who assured me I did indeed already have the coverage I thought I had, and these people are not associated with them as they claimed. I cancelled my credit card once I realized this was a scam so I have not been charged any money. I do not want any part of this company. I do not want a contract. I did not sign anything, and I did not sign the payment agreement I was sent in the mail. I want to not be contacted again.

  Business response

  01/09/2024

  *************************, 

  I'm Sorry you feel as if you were mislead. This is the first I am hearing of any issues with this account. We do give all customers the customer service number to call for ******************** with any issues or concerns. We also provide a full refund within the first 30 day's for anyone who wishes to cancel.  This could have been avoided by simply calling us as we are a legitimate company and happy to help. I did see you charged back the down payment of $196.00 with your bank stating "fraud" even though it is NOT. I did accept the chargeback in the amount of $196.00 since you were inside the 30 day period. This account has been cancelled upon receiving the charge back. I have attached a screen shot showing the account as "cancelled" also I have added you to the "DO NOT CONTACT LIST" attached is a copy of that as well. I hope this helps!

   

  Thankyou,

   

   

  Customer response

  01/11/2024

  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

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a notice in the mail about my warranty expiring. I thought it was from my dealership so I did call them on Nov.21, 2023 and was charged 199.00. I tried calling today to cancel it and the representative that talked to me was very rude and argumentative where I all I wanted was to cancel the transaction. Representative put me on hold and never came back to me. I need to make sure that my contract is being cancelled.

  Business response

  12/21/2023

  I'm sorry to hear about your bad experience at Nationwide Assistance. We train our employees to treat each customer with the most respect. I have pulled this account and the policy was cancelled and refunded the same day you called 12/8/23. I have attached a copy of your refund receipt.

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had the worst customer service experience, I received a notice on the mail saying that my car service was going to expire leading me to believe it was from ****** which I realized later it wasnt so after speaking with my husband we decided to cancel that because we couldnt afford it at the moment, so I call to cancel and to receive a refund and the guy from customer service was rude asking me a lot of personal questions and refusing to cancel the service, after a lot of back and forth he told me he'd will cancel it but I havent received any confirmation email or number.

  Business response

  12/08/2023

  You have been cancelled and refunded. I will attach your refund receipt.

   

  Transaction Receipt
  Seller: Nationwide Assistance
  *********************************************************************
  **************
  Processed By: ****************** **** 2
  Date/Time: 12/7/2023 1:09 PM (CST)
  Transaction ID: **********
  Transaction Type: Cancel Refund
  Amount: $195.00
  Credit Card Information
  Credit Card Type: Credit Card
  Card Number: ....3440
  Card Expiration: 08-27
  Billing Information
  Customer: ******* DE LA
  *******************************************************

  Customer response

  12/08/2023

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

• Initial Complaint

  10/11/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Deceptive advertising. The name of the company is not on the mailer. When I called the phone number they told me they handle all warranty’s for ****** and that if I did not purchase their warranty mine would expire. My car is a 2023 with less than 4000 miles on it. This is not in fact true. My warranty is good for 3 years and 36,000 miles. When I questioned it the person hung up the phone.

  Business response

  10/12/2023

  Hi, I'm so sorry that you had a bad experience. We do offer coverage on a wide variety of vehicles, not limited to just ******. I have pulled this phone call. We do not condone hanging up on customers. After reviewing this call, I believe this was a misunderstanding. At the end of the conversation you had expressed "This doesn't really seem like anything I need right now. Thankyou" and that was the end of the phone conversation. We do our best to keep our customers happy and treated with respect. I have placed you on the "DO NOT MAIL LIST" to respect your wishes. If you ever need any assistance in the future, Please do not hesitate to call us. ************.

  Customer response

  10/12/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  When I asked if your company handles all of ******’s warranties your sales person told me yes you do after the first 3 years 35,000 miles. He also told me my warrant expired after that. I looked into this. While the bumper to bumper may expire the engine and power train do not. I feel like you are trying to make people believe you are ******. Your name is nowhere on your mailer but it says ****** at the top implying that is who sent it out. You are very deceptive. It’s legal to do this? Send out a mailer without your name anywhere? If so it should not be.  Very confusing for the consumer, which is what I believe your goal is. 
  
  Sincerely,
  
  ***** *****

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