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:04/24/2024

  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.

  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

  Date: 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

  Date:04/15/2024

  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.

  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 Answer

  Date: 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

  Date: 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,

• Initial Complaint

  Date:04/14/2024

  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.

  I received a pink notice shortly after buying my home stating that my warranty was going to expire. There was a warranty that came with my home and I was under the impression that this warranty was regarding that. I contacted the number provided on the slip and spoke with an agent. This agent was able to tell me very specific details about the appliances such as having a stainless steel refrigerator. I have tried contacting the number that I originally called on the pink slip to cancel the warranty but after being on hold for a long time I still have been unable to contact them. I tried contacting them on the number and extension that was provided to me by the sales rep, but when I do it immediately goes to a busy signal and I cannot speak with anyone. I am unable to contact anyone to cancel this warranty and don't know what to do at this point.

  Business Response

  Date: 04/23/2024

  *******************************, I'm sorry for any misunderstandings. I see we have spoke to you on 4/15/24 and cancelled your account as requested. I have also attached a copy of the refund receipt for your records. Please let me know if you have any questions. ************

   

  Thankyou,

   

• Initial Complaint

  Date:03/31/2024

  Type:Billing 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 a red Notice in the Mail with NO Companies Name or information on it. It said ********************* Notification. Record ID: *************, Notification Date 03/14/2024, Toll Free: **************. Expiration Date: 03/25/2024. I called to listen to what they had to say and informed them that I already had warranty Coverage with Endurance. The Individual was most INSISTENT that I obtain Nationwide Assistance Service Notification. I relented and purchased coverage over the phone. They insisted on my Bank Information for $195.00 to be paid immediately over the phone. So not only Did they Get my Banks Name, My Card Number, My Bank Account Number but my bank had to come on the phone to verify there was money in the account because when they tried to access the Account from their office the message came back that there was no money in the Account I told the person that for all my time in *******, ******* with every business establishment, I get billed and pay the bill by a personal check. The Person on the line INSISTED that they would withdraw the money directly from my Bank account monthly. I insisted to the person that I wanted NO ONE TO DIRECTLY deduct money from my Bank, he refused to listen to me and insisted that $153.04 was due on the 26 of each month for the next 2 years. I then did research on the Internet at the BBB ************** and was astonished at the Amount of Customer Complaints and dissatisfaction their was with the company. I REFUSED to Sign the Letter of ACCETTANCE, The Plan was from Nationwide Assistance, Billing or Payments go to FIStream, Coverage or Claims go to Black Diamond Administrative and Questions related to Purchase goes to Nationwide Assistance.

  Business Response

  Date: 04/03/2024

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

   

  I'm sorry about any frustrations. I have looked into this account, I see ****** spoke with you on 4/1/24 to resolve this issue. You did express to her that you called your bank and disputed the transaction. When we get notification from your bank about the "chargeback" we will then accept it. You will retain a full refund. I have put you on the DO NOT MAIL LIST. Please note that will only apply to Nationwide Assistance. Please call with any questions or concerns.

   

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

   

  Thankyou,

  Customer Answer

  Date: 04/04/2024

  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.
  

  Please note a young lady did phone me and informed me that she was the resolution policy maker for the company. I know my phone connection is bad ******** Wireless) but when I tried to tell her the facts of the conversation on the phone she keep on insisting to me that it was the banks responsibility to reimburse me (even when I explained to her that I had given the company my account number, my banks routing number and the bank permission to pay the $195.00. Never once did she say the company would refund the money. 

  Thanks Better Business Bureau this is why I have so much faith and confidence in your organization.

  I try very very hard, not to abuse the Better Business Bureau help and assistance
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/27/2024

  Type:Customer Service 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.

  Completely hostile on the phone when I tried to cancel my policy due to financial troubles l'm currently facing. Charged me $200.Both representatives *** and ***** questioned my finances and were completely hostile towards me making things difficult to cancel and were extremely condescending on the phone. Not to mention when I kept explaining that I do not wish to disclose my personal financial problems they kept prying and trying to antagonize me just overall extremely rude and disrespectful. The whole interaction feels like a scam. They were threatening me as well. They also hung up on me.

  Business Response

  Date: 04/01/2024

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

  I'm sorry to hear you feel this way. We do take our customer service serious here! Treating our customers with the most respect is a MUST! I personally listened to this call. We do our best to express the importance of the policy before cancelation. Not one time did anyone threaten you. That is a serious accusation, that we simply DO NOT TOLERATE HERE. We did speak with you on 3/27/24 as requested we did cancel and refund on that call. I have attached a copy of the refund receipt for your records. Please contact me if you have any further questions. 

   

  Thankyou,

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

  Nationwide Assistance

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

  Customer Answer

  Date: 04/01/2024

  Complaint: 21494045
  
  I am rejecting this response because:
  still have yet to receive my refund it's been 3 days but I will allow up until this coming Wednesday which will be the 5th business day before another response is made. However, I feel attacked and feel as though they are calling me a liar. I know how I was spoken to and both representatives were very rude and condescending to me one even threatened to call the police on me and kept pressing on the issue of not having
  money to fix my car WHEN it breaks down not IF. I had fraud done to my car where my catalytic converter was stolen.
  The representative ***** asked me if that was my car sounding the way it was because he was on Bluetooth in my car, when I confirmed he proceeded to ask and question how am I going to get it fixed, to which he then stated he would call the police on me because something
  I had no control over occurred to me. If I do not receive my refund by Wednesday I will partner with my attorney as this number is marked as spam and fraud on ******* have the document attached to show.
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/26/2024

  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 have received now 4 different pieces of mail from Nationwide Assistance, apparently a car warranty company. The notices say regarding your **** I do not and have never owned a **** I have contacted them on 3 separate occasions that I do not have a vehicle, I do not have an extended warranty plan. I even ran a credit check to make sure no one took out a loan in my name. They told me they would remove my name but I keep getting notices. Im not sure if its a scam but they will not leave me alone. Any assistance would be appreciated.

  Business Response

  Date: 03/26/2024

  Hi ******

  I'm sorry about the mailer's. I have located your file and put you on the "DO NOT CONTACT LIST" You will no longer get mailer's from Nationwide Assistance. Please note this will not stop other companies from mailing you. I do see at 7:39am you spoke with our rep ***** He has properly noted your file as well. I have attached screenshot showing all the above. Our customer service is important to us! If I can do anything else please give me a call.

   

   

  Thankyou,

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

• Initial Complaint

  Date:03/14/2024

  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.

  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

  Date: 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

  Date:03/13/2024

  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.

  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

  Date: 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

  Date:02/16/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:02/16/2024

  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 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

  Date: 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.