ComplaintsforNationwide Assistance

• 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,
  
  ***** *****

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  *Date of transaction: August 14, 2023 *Amount of money paid to the business: $250.00 (Cancellation of payment/Refund has been confirmed and is pending) *RE: Extended Service Protection Purchase *Nature of dispute: Request denied to provide specific confirmation the purchase contract has been cancelled and that my credit card will not be charged going forth. Cancellation of service contract is requested because I later determined Nationwide Assistance is not affiliated with Toyota, as I had been led to believe via mailed notice. This notice prompted me to contact/ patronize Nationwide Assistance - I would not have done so otherwise. Via Nationwide Assistance, I purchased a service I already have. I was led to believe I missed the activation date of the service contract, and as a courtesy Nationwide Assistance was extending the activation period prior to its expiration. The information/pink card (**FINAL NOTICE**) I received in the mail indicates "TOYOTA MOTOR VEHICLE SERVICE NOTIFICATION" and states "the vehicle service contract on your TOYOTA has expired, or will expire soon, based on the vehicle's mileage or age. Please call us immediately at ###-###-#### to activate your protection program..." But for this notice, I would NOT have contacted Nationwide Assistance to initiate a service activation. NOWHERE on this notice is there a disclaimer that Nationwide Assistance is not affiliated with Toyota, nor is there any indication Nationwide Assistance is the company soliciting the patronage or providing the service contract. While Nationwide Assistance has refunded me the $250.00 (pending) to initiate the service contract as well as provided a cancellation receipt for this payment, they refuse to provide me with specific WRITTEN confirmation the service contract has been cancelled and that my credit card account will not be further charged. *Customer Number: VEHC********* *Receipt Number: ********** *I received the notice 8/12/2023 via USPS mail

  Business response

  08/21/2023

  I do apologize about your experience. We do our best to keep all customers happy, even upon cancellation. I have provided this customer with a Email trail stating the policy has been cancelled and refunded. She wanted a conformation, I then sent her the refund receipt and also a conformation number showing "cancel refund". On 8/15/23 She spoke with a rep to complete the cancellation via phone call. We have provided this customer with everything needed. I have attached a copy of the refund receipt/cancellation transaction. 

   

  Thankyou

  Customer response

  08/21/2023

  Complaint: ********
  
  I am rejecting this response because:

  It is an unsatisfactory explanation for what they have already done, with seemingly no willingness to provide what I duly requested and no justification as to the reason not to (please refer to the files I previously provided). Simply, I am requesting something in writing which acknowledges that my contract (SPECIFICALLY REFERENCED) has been canceled. All I have been provided with is a CANCELED PAYMENT RECEIPT for ONE PAYMENT TRANSACTION, not a CANCELED CONTRACT NOTIFICATION with regard to this company. What proof do I have that future charges will NOT be made to my credit card account? I am not understanding the reluctance to provide this, as it is a customary practice with most businesses when a contract is canceled.

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

  Business response

  08/21/2023

  I'm so sorry you feel as our response is not satisfactory. Your policy has been cancelled as of 8/15/23 per phone call. you will have no further payments. Please accept our refund receipt and cancellation confirmation number, as this is our policy and cancellation procedure.

   

  Thankyou

  Customer response

  08/25/2023

  Complaint: ********
  
  I am rejecting this response because:

  It appears Nationwide Assistance is not willing to be deservedly accommodating. Again, the phone call and cancellation receipt did/do not include ANY identifying information which specifically references MY account with them. I know of no other reputable business that does not provide such under the circumstances. However, with the intercession of BBB and these exchanges, I believe I have enough proof of service dissolution in the event the cancellation should ever be disputed, which is all I was requesting.

  
  I am prepared to share my experience elsewhere, and will not/cannot recommend this business to potential customers. 
  
  
  Sincerely,
  ******** ****** *****

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchase this policy and within 2 weeks nationwide took a payment. A month early they were flagged by my bank. And when I investigate it, the Better Business Bureau. Gave bad reviews. I called them to cancel the policy today. And the lady told me she would not cancel my policy. I asked Her repeatedly and she told me no, that I don't know what I'm doing. And when I ask to speak to a manager. She raised her voice I did not. I did not use profanity. She told me no, and I asked her if you want me to stay with your Company, You totally turn me off and I want to cancel. She said. I will put you on hold and when I come back. Maybe you'll think about it but I wouldn't cancel You're policy And she said Hold please. So I hung up. I have never experienced such bad customer service

  Business response

  07/25/2023

  I apologize for the mis understanding. We value and respect our Customers here at Nation Wide Assistance. And do not condone mistreating our clients. For this reason we also want to make sure our customers are well aware of the risk of being without protection or having the wrong type of coverage. Due to financial reasons, or once a vehicle is high risk and out of coverage. We do understand and acknowledge the right to cancel. However if there is anyway to help our Customers and keep them out of a financial bind we will try our very best to accomplish that. Please be advised that this account was cancelled out.  We would love the chance to have a conversation with you and make things right ************.

  Customer response

  07/25/2023

  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

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was mailed a bright neon slip in the mail by this group with no contact or company info on the card. I called the business and set up a "Service Warranty" and was charged $189 for a fake plan that had reoccurring payments of $195 that started to happen twice in the same month. When I called to get more info about payment and plans I was deferred to the customer support team that never picked up my call after almost 2 hours of waiting. After waiting and calling back to find out more information from the company, I was given two fake numbers that went to the voicemail-box of a Neville Lawrence. A quick google of Nationwide Assistance showed me that they have a past of scamming and taking advantage of innocent people, not only that but when their young receptionists answer with a very unprofessional tone and can't seem to handle questions that any other normal person would be able to respond to with ease. When I asked for more information and to speak to a supervisor at the "claim center" I was fought back on and told that I was young and naive and that was the explanation for my confusion. The cherry on top is the cheap GoDaddy website that these kids pay for that has all of their information free to the public, and cross examining the names found led to the confirmation that this is indeed a fraudulent company looking to profit off of the hard work of people unaware of fishing scams. I think that I've called to the point where they know my number and don't want to speak to me as they know that I'm aware of their scams. If this company was legit I would already have call back to my phone from someone but I'm sure the only response I'll get from them about this will be whatever excuse the sorry individual that they have trying to save face in this thread has to offer, which won't consist of much.

  Business response

  06/20/2023

  ****** **** called customer care to cancel his policy on 5/23/23. The reason he provided us with is "unable to afford"  and he did not receive his contract in the mail. We did take the time to speak with ****** on the importance of coverage as a attempt to help the customer. We also apologized for the innocence of not getting the contract in the mail, We did offer to resend him the policy via Email and US mail. Customer did deny and cancelled. All of our plans have a 30 day money back guarantees. After 30 days the customer is intitled to a prorated refund for the unused portion of the policy. All customers will receive a prorated refund check within 60 days from the cancellation date. A check will be mailed in the amount of $318.16 for Elliot's prorated refund, as promised. With any questions on how the refund process works, please call customer care at ###-###-####.

   

  Thankyou

• Initial Complaint

  05/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This complaint is for predatory marketing and advertising. I received a bright pink mailer with “**FINAL NOTICE**” in big bold letters at the top which started I needed to “get my home warranty up to date”, and that it was expiring soon, with a short deadline of ten days. I did recently purchase a home which included a home warranty, and this created distress and confusion. The front of the mailer does not have the sender’s business name or address and is worded to appear like it came from my mortgage company. The back of the mail has scare tactic language with phrases including “final notice”, “you are at risk”, and “this is the FINAL ATTEMPT TO NOTIFY YOU”. Despite the “final” notice and attempt wording, this was the first and only notice I’ve received. Only after reviewing three times was it clear that there is extremely small fine print on the bottom of the mailer that states they are not affiliated with my lender and that the company name is “Nationwide Assistance”. If this were an email it would have been flagged for spam.

  Business response

  05/08/2023

  Customer has been removed from our mailing list and will not receive any future offers. 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Today, on May 2nd 2023, I purchased a vehicle service contract for $189/month, which would entail 18 further payments (valid until June 1 2029). I was pressured and deceived into this purchase. I received, at my home address, a yellow postcard entitled "Motor Vehicle Service Notification." On the front, "Toyota" also appeared at the top. On the back, "Toyota" appeared under big, bold: "FINAL NOTICE." The message told me that my vehicle service contract on my Toyota (purchased new in August 2022, not even 10,000 miles) has expired or will expire soon, so "Please call us immediately." "Immediate Response Requested." I spoke with Jerry. After he detailed the plan, I asked if he was working for Toyota. His response: "...Well...no...but, you see, we help them help you if your car breaks down." He never gave me the name Nationwide Assistance; the first time I saw that name was in a fraudulent alert text to my phone from my credit card. I gave him my credit card number. PROBLEMS with this: 1) the bold and all-caps messaging on the postcard conveyed an urgency that inhibited my ability to think through this (yes, shame on me); 2) the card has "Toyota" on the front and back, which makes it look like it's from Toyota; 3) the card does NOT name the company; 4) the agent never told me for whom he was working/the name of the company; 5) the agent took advantage of me: "I see your new to this and young. Let me explain..." 6) the language ("your vehicle service contract has expired or will expire soon") is misdirecting, because I never had a vehicle service contract, so there is nothing to expire; 7) the agent whom I later called back to demand cancellation refused to tell me my Confirmation Number (which I asked-for in order to verify that my request would actually make it to Customer Service, as he promised he would pass it on), and then he gave me the WRONG Record ID! This is unethical, qua dishonest and disingenuous. I demand the termination of my contract and a full refund.

  Business response

  05/08/2023

  Customer has been removed from our mailing list and will not receive any additional offers from Nationwide Assistance. 

  Customer response

  05/08/2023

  Complaint: ********
  
  I am rejecting this response because: I do not want simply to be removed from their mailing list--I want them to cancel my contract and refund me my deposit (per the 30-day window allowed).
  
  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  01/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My mother, ********************* (Age 81), has Alzheimer's Disease and lives in ********. I am her son and have the Financial *** for her and live in ********. On 12/2/22 she was scammed by Nationwide Assistance via telemarketing into purchasing a 6-year extended warranty for $4153 to be paid over 18 months. The policy was for a vehicle that has ****** miles on it and is driven 10 miles a week. When I noticed the $208 down payment transaction on her bank statement it was my first knowledge of this purchase. I had a relative go to her house, and they found a few documents related to the purchase, with a Notice of Acceptance dated 12/5/22. I immediately contacted Nationwide on 12/16/22 to inform them that my mother is incapable of making her own financial decisions and requested immediate cancelation of the policy and a refund of the down payment. They would not discuss the policy with me until I fax them *** documents. As I was out of state for the holidays, I would not be able to send the documents until I returned home. I sent the *** via fax on 1/4/22 and called to verify their receipt. They then told me that they needed the exact mileage of the vehicle before they would cancel the policy. I had to have a relative go to get the mileage and I called Nationwide on 1/9/23 with that information. They then said they would cancel the policy, but they would not refund the $208 down payment as it was now outside of a "30-day window" for cancelation, which was never mentioned before. My initial call to cancel was on 12/16/22. I requested to see this written policy or a signed document that showed my mother agreed to this policy. They said that the agreement was verbal and that they have a recorded call of her agreeing. They would not play the recording, nor provide it to me. I believe the actions of Nationwide Assistance should be considered "telemarketing fraud: fraud perpetrated over the phone by a person who is trying to trick a victim for financial gain".

  Business response

  01/11/2023

  Michael 

  I do want to apologize on behalf of Nationwide Assistance if there was any confusion or miscommunication on behalf of your mother. I want to make sure you have the correct company (Nationwide Assistance) as we DO NOT make any outbound telemarketing to any customers, we are 100% inbound calls. I pulled all the information and your mother called in inquiring about protection on her vehicle we clearly went over everything with her at that point she stated yes i do want this on my vehicle, at that point she gave us the *** for the vehicle, miles, and a credit card and advised us she wanted to set up the plan. We do not ask is customers have Alzheimer's, we would have no idea she is unable to make her own decisions. As far as cancelation there is a process for the customers security as well as our company security. When you called customer service, we answered the phone and requested the information that is in our cancelation process and moved forward and canceled the program. In no way shape or form was there any fraud or Nationwide Assistance trying to fraud anyone, as we were available VIA phone call and email and in communication with you and your mother. With all of our protection plans there is a 30-day free look, and the plan can be canceled and 100% of the down payment is refunded and no future payments will come out. 

  Due to the miscommunication and the information provided i will approve a full refund to your mother VIA check to the address we have on file. 

   

  Thank you 

  Nationwide Assistance 

  Customer response

  01/11/2023

  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

  01/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Nationwide Assistance has been sending me continued 'final notices' to 'extend' my home's warranty. I recently bought a home and they seem to have found that information online. Their notices have been using financial scare tactics to elicit a response from me. The way they are advertising their warranty makes it seem like they are coming directly from my lender. Only in very, very fine print does it say that it is not associated with my lender. I almost fell for one of them but did not. Their extended warranty seems like a scam and a great way to get unsuspecting homeowners of buying in on it thinking that their mortgage servicer is requiring it. This is deceptive and predatory of them to do this.

  Business response

  01/04/2023

  I do apologize you feel this way about Nationwide Assistance. Our company mailed you 1x on 12/30/2022, if you received other notices, please do your research before posting and make sure you have all the correct information. As far as scare tactics to make it feel like we are the lender is another false statement as we clearly state on the 1 notice we sent you that we are not affiliated with your current mortgage holder, and that all customers would be directly with Nationwide Assistance. As far as being a scam, this seems to be your personal opinion not a complaint as you are not a customer of Nationwide Assistance. 

  Nationwide Assistance offers Home and Automotive services, and our customers are the number 1 priority. The *** is meant for customers that have valid complaints about a product and or service, these are all false statements and or opinions. 

  Nationwide Assistance has removed you from all of our marketing list, and we hope you have a wonderful 2023. 

   

  Thank you

  Nationwide Assistance 

• Initial Complaint

  11/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I canceled my warranty over a month ago and my refund check still hasn’t been issued to me. It’s past 30 days.

  Business response

  11/05/2022

  Per the FL cancellations provision in the booklet *** ********** booklet he received on 5/13/2022.  He is entitled to a full refund within 60 days of setting up the policy.  After 60 days any refund would be pro-rated based on the time he had the policy and what he paid in.  *** ******** contact our office on May 5, 2022 and set up a 4 year policy for his 2020 Toyota Corolla.  *** ******** contacted our office on September 9^th and advised he was unable to make his September payment.  As a courtesy to *** ******** we deferred the payment.  On 10/3/2022, *** ******** contact us again and advised he needed to terminate and we did as he requested.

   

  *** ********** policy was active a total of 151 days.  With *** ******** only making his down payment and 3 monthly payments, there is no refund due.  Please see the below breakdown showing the amount used, and the cancellation fee per the FL State cancellation provision.

   

  In FL, cancellations after 60 days receive 90% of the unearned pro rata premium. 

   

  In this case, the premium was $3189, *** ******** used $323.05 = $2865.95 (unearned pro rata preminum)

   

  90% * $2865.95 = $2579.36 this makes the Administrative cancellation fee $286.59

   

  *** ******** paid $543 take this -$323.05 (value used) -$286.60 (admin fee/10% of the unearned pro rata premium) = (- $66.65).

   

  At this time *** ********** account is (-) $66.65 for the time he was covered.  There is no refund due to *** ********.

   

   

  Thank you

  Nationwide Assistance

*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. ↩