Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased a car on November 2, 2024 and added the extended warranty. A claim was submitted on December 12 for repairs that were needed. On December 13, Grahams auto was told an inspector was being sent out to look at it. I called on the 19th or 20th and was told the inspector would be there on the 20th. They did not come. Came on the 23rd. Was told on the 3rd it was being expedited to underwriting. Told on the 13th, it was being expedited. Called on 1/14 and was told I would receive a call back in about 15 minutes. I wait 1.5 hours before filing this complaint. I still have an unpaid warranty issue. We had to have the car fixed because it had been a month without it. We paid out of pocket for something the warranty should cover. The quote was $3893.34,

  Customer response

  01/15/2025

  Consumer emailed the BBB and indicated the issue is now resolved because they provided a decision on the claim.

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Paid for this company’s extended “total wrap” warranty when we purchased our 2017 Tahoe in 2022. On 12/19/24 we took the Tahoe to the original dealer and they stated that we needed a new transmission. The dealer sent this info to NAE/NWAN on 12/19/24 and they stated that they had to send out an adjuster before repairs could be made. Here we are on 12/26/24 and no further information has been received from NAE/NWAN. I’ve tried to call them 4 separate times and no one answers the phone, you’re sent to an automated message asking for your name and phone number for a call back. I’ve left 4 messages for a call back since 12/19/24 and have received no responses. My family is without a vehicle and have no clue when/if we will get our vehicle back. NAE/NWAN has the worst customer service I have ever dealt with and seems to be a company solely operating to bilk their customers.

  

  Business response

  01/02/2025

  Response received via email from business to BBB Staff

  
  We understand that being without a vehicle can be stressful. We are experiencing a higher-than-normal claim
  volume due to the holidays, and I assure you that we are doing everything within our power to get your vehicle
  repaired and returned to you as soon as possible. I do show several records of phone calls that occurred on
  December 26th between you and our claims team discussing the status of your claim. As of December 27th, the
  claim was approved, and a transmission has been ordered per the dealer’s request. The transmission should
  arrive by 1/2/2025. Please let us know if we can be of further assistance at this time.
  

  Customer response

  01/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** *********
  
  
  

• Initial Complaint

  11/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Vehicle got totaled on 10/21/24, GEICO was super quick on totaling out the truck and completing all paperwork. NWANPORTFOLIO on the other hand, has not answered my emails. It's been A MONTH since the accident, and nothing has been approved or looked at for the GAP CLAIM. They claim they WILL NOT look at ANY documents until ALL ARE RECIEVED. But, if they do not "like" a document, they email you, then once submitted AGAIN they wait till 7-10 days later to say "oh no that doesn't work we need different documents".... Then submitted MORE on the same day, and again 7-10 days later they email stating "documents not received, need more..." So, a month has gone by, we got a new vehicle already, the totaled trucks payment is coming up and we keep getting the run around with documents with this freaking place. NEVER take a GAP insurance from a dealership, look around for your own. I had a gap claim on a different vehicle years ago with a different company and it took them a couple DAYS. Why is this place not looking at documents unless ALL are received, even then if one document does not satisfy them they wont approve any other documents. Then they take 7-10 business days to tell customers they wont approve a paper/they need more info. Oh, another 7-10 days (they wait till the LAST moment to say something). We are fed up with the run around. We bought this gap insurance for a reason, if they don't want to PAY UP then just admit it. DO YOUR JOBS. They refused to cancel my warranty when I called, even though in the POLICY it states that it can be cancelled through calling NWAN OR the dealership. Never again with this company, too many bad reviews. I will put reviews out on other forms also.

  

  Business response

  12/02/2024

  This letter is in response to complaint ID ******** submitted to the BBB on 11-27-2024 by Kathleen
  Sibert.

  
  As a reminder, our claim form indicates, it is necessary that you continue making your monthly
  payments until the claim is settled to avoid a negative credit rating and incurring late fees and additional
  finance charges. Any fees or charges incurred are your sole responsibility and are not covered by GAP.
  GAP protects the original loan, and the Unpaid Net Balance is the amount the loan should have been
  had all payments been made on time and scheduled as per the original loan agreement. GAP does not
  cover missed payments per the following language:

  
  Unpaid Net Balance means Your outstanding balance as of the Date of Loss. This does not include
  unearned finance charges, unpaid insurance premiums, late or deferred payments and charges,
  Delinquent Payment(s), past due amounts, refundable portions of any cancelable add-ons such as
  service contracts, credit life insurance or pre-paid maintenance agreements..

  
  We received the final documentation required on 11-27-2024 and the claim was approved for $2,830.44
  and has been submitted for payment. Attached is the breakdown for this claim.
  Please reach out to us, should you have any questions at (833) 823-4501.

  
  1-Attachment
  GAP Breakdown (1-pg)
  

  
  

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a used truck with an extended warranty paid to have warranty transfered Warranty was 10 yr or 100,000 miles Truck was totalled out at 75000 miles previous owner only owned it for a year , I owned it less then a year , Company refuses to give me a partial refund says since it was transfered it can't b3 cancelled,does not state that in service contract

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  RECEIVED VIA TEXT BY BBB STAFF MEMBER:

  
  No my issue hasn't been resolved both car warranty and Ford watermark keep telling me they will contact me in 24 hours but then say it's going to take another 24 hours and it's been almost 3 months and still no refund.  I have sent the all the information they need, was sent an email yesterday that ford watermark in Marion , IL is responsible for giving me my refund of $1388.24 still haven't heard back from them.

  

  Business response

  07/23/2024

  Please see out second response attached. 

  We received the above Extreme Supreme Unlimited Wrap policy on 6/15/2021, with a purchase date of
  06/05/2021 from Watermark Ford Hyundai of Marion. This agreement was transferred from ******* ******* ** ***** ******* on 3/26/2023. Watermark Ford Hyundai of Marion cancelled the contract on
  7/13/2024, and Portfolio sent them the premium check for the refund on 7/17/2024. We notified *** ******* twice by email that she would receive her refund directly from the dealership. We advise that
  she reach out to the dealership to obtain the status of her refund.

  
  Rebecca S******
  Director of Contract Administration 

  Customer response

  07/25/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  RECEIVED VIA TEXT BY BBB STAFF MEMBER:

  Watermark ford refunded my money this morning
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 19th 2023 I had an issue with my Freightliner RV A/C. I paid over 9,000 dollars for a service contract with ********* **********. I live in rural Georgia and service facilities are few. I took it to ************ ******** and asked them to take care of a recall and also contact ********* to obtain approval for the A/C problem. Freightliner advised me they will not work with 3rd part service contracts or warranties. I then called portfolio direct and explained my situation and that I needed prior approval. Portfolio told me that in this case, she would send me a one time exception email and told me to follow all the instructions in the email and not to start a new email thread. Following the verbal instructions of the claims department, I did exactly what I was instructed to do. The email was sent by ********* on July 19th prior to any repair.. In following the instructions laid out in the email, I have the repair done on a A/C valve which is specifically listed in the contract as a covered item. The repair was done the 20th as outlined in the invoice. I submitted all documentation as required and waited until mid August when I called to get update. I was told that I didn’t get prior approval therefore it was not covered. I explained what transpired and waited a couple weeks. I called again and they told me it was not covered because of customer A/C maintenance. I explained that there is not maintenance required on A/C by owner. I waited a couple of weeks and was told that the part was not covered. When I read the policy showing the valve was a covered item, I was told by the claims department that they could notunderstand why this case was not paid and closed. Supervisor **** L with ******** customer service resubmitted and agreed that this was a clear cut covered item. I then followed the instructions on the contract and sent all documents and evidence to ******** ****** ******* *********. Their response was they have no authority. Claim #********

  Customer response

  06/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  The BBB was able to put me in contact with the right person to resolve this issue. Thank you ****** ***** for your ability to see the issue that others could not and take the steps to make it right..This was a very frustrating process that taught me many things about service contracts. It was nice to speak with someone with good customer service skills.
  
  Regards,
  
  ******* ******
  
  
  

  

  Business response

  07/18/2024

  June 18, 2024

  
  RE: ******* ******
  BBB Complaint ID # ********

  
  This response pertains to BBB Complaint ID# ******** regarding the account of ******* ******. Our
  records indicate that a Portfolio Protection Plan B Exclusionary service agreement was purchased from
  Richardson RV on 11/04/2020. The service agreement is set to expire on 11/04/2027.

  
  We're interested in reassessing your claim. To proceed with a re-evaluation, we require the invoice
  issued to *** ****** at the time of checkout. *** ****** can send the invoice directly to me at
  **********************, and upon receipt, I'll promptly address the matter. Should *** ****** have
  any additional inquiries or wish to discuss further, please don't hesitate to reach out to me.
  We regret any confusion or inconvenience this may have caused.

  
  Sincerely,
  ****** *****
  Mechanical Claims Supervisor

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car been down since 3/11/24 been waiting on portfolio since 3/26 for adjuster and approval they didn’t send no one until a week later and now I have to wait another 10- 14 business days just for a part after the approval when this should’ve been done last week which means I’m going to be out of more money and well over a month without my vehicle because they fail to send an adjuster out in a timely manner

  

  Business response

  05/02/2024

  
  This letter is in response to BBB Complaint ID# ******** for account holder ********* and ***** ******.
  Our records indicate the purchase of a Portfolio Protection Plan E: Exclusionary service agreement, from
  ***** ******* ******** on 10/28/2023. The service agreement expires on 10/28/2026 or at 150,000
  miles, whichever comes first.

  
  We sincerely apologize for the time taken to process this claim. The claim is currently marked approved,
  and the repair facility has been notified of the approval. Per the account holder’s contract, they are
  eligible for rental reimbursement of $50 per day, for a maximum of 5 days, plus 2-days parts delay, if
  needed, not to exceed $350 per occurrence. If the account holders would like to discuss this matter
  further, please give me a call. We apologize if there was any misunderstanding.
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a warranty that was issued with a new car and the guidelines are not followed in a timely manner. This is my first claim with the warranty and Hoover Jeep Moncks Corner has tried multiple times to complete the claim without follow-through from the warranty company. I have not had my car for 30 days and cannot be reimbursed for the rental. The warranty company reported that approval is needed first before a reimbursement which it has been open since 01/19/2024. I have received a copy of the repairs that were sent to the warranty company from the dealership.

  

  Business response

  04/08/2024

  This letter is in response to BBB Complaint ID# ******** for account holder ***** *****t. Our records
  indicated the purchase of a Portfolio Protection Plan B: Exclusionary service agreement, from
  *********** ***** on 11/21/2020. The service agreement expires on 11/21/2027 or at 75,000 miles,
  whichever comes first.

  We sincerely apologize for the time taken to process this claim. The claim is currently marked approved,
  and the repair facility has been notified of the approval. Please email ************************ with
  your rental receipt to seek reimbursement for rental. If you would like to discuss this matter further,
  please give me a call at the below phone number. We apologize if there was any misunderstanding.

  Sincerely,
  ****** *****
  Mechanical Claims Supervisor

  Customer response

  04/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Currently on portal for the claim it is still stating "in processing". Additionally, I will need to continue with the rental until car is fixed and returned. I will need the complete reimbursement of the rental, in which I will provide the receipt for the rental when it is returned to resolve the issue.]

   

  
  Regards,
  
  ***** ******
  

  

  Business response

  04/12/2024

  This letter is in response to BBB Complaint ID# ******** for account holder ***** ******. Our records
  indicated the purchase of a Portfolio Protection Plan B: Exclusionary service agreement, from
  *********** ***** on 11/21/2020. The service agreement expires on 11/21/2027 or at 75,000 miles,
  whichever comes first.

  We sincerely apologize for the time taken to process this claim. The claim is currently marked approved,
  and the repair facility has been notified of the approval. Per the account holder’s contract: “Substitute
  Transportation Reimbursement: In the event of a breakdown of a covered component, You may be
  eligible for substitute transportation reimbursement. Such expense shall be limited to actual per day
  cost up to $35.00 per day, a 5-day maximum, not to exceed $175.00 per occurrence. To qualify for
  reimbursement, the covered Vehicle must be inoperable and undergoing repair. The substitute Vehicle
  must be rented from the Selling Dealer, the repair facility, or from a licensed rental agency.

  Reimbursement for substitute transportation shall not continue beyond the day on which repairs are
  completed, you are notified of completion and your Vehicle is operable. Valid rental agency receipts will
  be required for reimbursement.” Please email [email protected] with your rental receipt to
  seek reimbursement for rental. If you would like to discuss this matter further, please give me a call at
  the below phone number. We apologize if there was any misunderstanding.

  Sincerely,
  ****** *****
  Mechanical Claims Supervisor
  

  
  

  Customer response

  04/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [The end date of the rental is the day I received the car after serviced. The reason for the rental extension was due to lack of communication with Hoover Chrysler Dodge Jeep Ram. The service department had to contact me to reach out to the claim department to find out the delay in the process throughout the claim. Matthew Hanus tried multiple times speaking to different people to have approval in the appropriate time. He had to receive assistance from **** ***** (Service Manager) to have appropriate correspondence about the car claim process. Due to the delay of communication from claims caused the rental cost to increase. ]
  
  Regards,
  
  ***** ******
  
  
  
  
   

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is denying a reimbursement on the premise that I didn't get prior authorization, however when I called them before getting the work done they said I had authorization to get the work done. I took my car to the dealership for diagnosis on 11/17/23 and they said the torque converter needed to be replaced and the cost would be approximately $3200. I called the warranty company to find out what they need to cover the work while I was at the dealership. My claim was denied, "Reimbursement claim has been denied by the underwrites due to repairs being done without approval." I took my car to a Chevrolet dealership, paid for the diagnosis (attached), the dealership didn't want to deal with the warranty since it wasn't sold by them so I called the warranty claims department. They confirmed the maintenance was covered, stated the call was all I needed to do to get prior authorization, and I'm all set to have the work completed. I asked how it works to get reimbursed since the dealership didn't want to work with the warranty. They asked if I could go to the dealership that had issued the warranty and I let them know the dealership was in Mississippi and I was currently in Maine with the vehicle. They said if I pay out of pocket I just needed to submit the invoice, proof of payment, and reason for needing repairs to the email they provided and put the last 8 of the vin in the subject line. I asked if I need to take any additional steps to get prior authorization and they confirmed that I don't need to take any additional action. I went back into the dealership, made an appointment, the work was done the week of 1/22/24. As soon as I picked up the car and paid for the repairs, I submitted everything to the email address as instructed on the previous call. Now I'm being told they can't do anything because I didn't obtain prior authorization.

  

  Business response

  03/06/2024

  Please see attached.

  

  Business response

  04/17/2024

  March 6, 2024

  
  Re: BBB Complaint ID# ********
  Portfolio Agreement ***********

  
  This letter is in response to BBB Complaint ID# ******** for account holder **** ******** Our
  records indicated the ********* - Powertrain service agreement, from Star Chevrolet in Wiggins, MS on
  3/10/218. The service agreement expires on 3/10/2038.

  
  Per Section of WHAT TO DO IF REPAIRS ARE NEEDED:

  
  4. Obtain Authorization from the Administrator by calling the Claims Department at 1-866-460-1308:
  Prior to any repair being made, instruct the service manager at the Repair Facility to contact the
  Administrator to obtain an authorization for the claim. Any claim for repairs without prior authorization
  will not be covered. Except as provided under Emergency Repairs (#8 below). The amount authorized by
  the Administrator is the maximum amount that will be paid for repairs covered under the terms of this
  Limited Warranty. Any additional amount must receive prior approval.

  
  I apologize if there was any misunderstanding. This claim was thoroughly reviewed and remains denied.
  If the account would like to speak to me directly, they can contact me at ************ **
  [email protected].

  
  Portfolio
  Sincerely,
  
  Robert Moran
  VSC Supervisor
  ***** ********

• Initial Complaint

  01/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In 2023 I bought a ********* ******* from ****. I got a warranty that was provided by NWAN of power train coverage. Within 9 months my car was already broken down and the engine went bad. I had done 3 oil changes in a year and NWAN wanted proof of that. I quickly provided proof by my mechanic and it wasn’t enough each time. They did a run around on why they would pay for a new engine for about a month. Eventually I also provided them with bank statements as well. I had been paying them for this warranty and wanted them to honor the agreement. An employee named collin told ford “ we are going to also get rid of his warranty” after I sent clear proof my bank statements. I had to call them my selves and raise hell to get what I needed. Im happy they the employee bill actually helped me out. I wait a few more weeks for an engine to find out that they tried to spray paint the new engine blocks crack and proceed to give me another crap engine. I’ve made 2 to 3 car payments with no car and now might have to wait another month or so for an engine with no time of when this could be done.

  

  Business response

  03/13/2024

  January 31, 2024
  Customer: ***** ****** *****
  Portfolio Agreement #: *************
  This letter is in response to your Better Business Bureau Complaint # ********
  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand
  it can be disappointing when coverage is not extended to meet your satisfaction. Benefits are as listed on the
  contract, and claims are reviewed in accordance with the contract. A warranty claim was started with our
  supplier and another engine has been shipped. The estimated delivery date is 2/6/2024. Unfortunately, we are
  unable to expedite the arrival of the replacement engine any sooner.
  Regards,
  ***** ****
  Mechanical Claims Supervisor

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was defrauded into paying for this extended service contract. Now I have tried to use the warranty and this company has refused to honor the contract. The first time I took my truck in to get repaired I was told this warranty company wanted the mechanic to honor lifetime labor causing the refusal to complete the repair. I took my truck to the crooks at demotrond Mazda where I bought the truck and told them to fix it under my warranty. They claimed the repairs would not be done because it was an aftermarket part. The parts were on the truck when I bought it from demotrond and secondly, the parts are not aftermarket because they were installed originally by ****** Motor Company, therefore making it an original part. I want them to repair the sidesteps as required under my contract.

  

  Business response

  01/15/2024

  Please see attached.

  

  Business response

  02/14/2024

  January 15, 2024

  
  Customer: **** ***** ****
  Portfolio Agreement #: ************

  
  This letter is in response to your Better Business Bureau Complaint # *********

  
  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We
  understand it can be disappointing when coverage is not extended to meet your satisfaction. Benefits
  are as listed on the contract, and claims are reviewed in accordance with the contract. Unfortunately,
  we are unable to cover your missing Antenna and After Market Running Boards because your Extreme
  Supreme Unlimited Service Contract specifically excludes these items. Under the “What Your Service
  Contract Does Not Cover” Section you will find that “the failure or loosening of any nuts, fasteners or
  bolts” and “NON-Factory installed and NON-OEM systems” are not covered. We are unable to change
  the terms of the contract and cannot make any exceptions to reimburse you for your claim or reinstate
  the contract.

  
  Regards,

  
  ***** ****
  Mechanical Claims Supervisor

*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. ↩