ComplaintsforNational Auto Care Corporation

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Gap Insurance on 5/6/2023 from National Auto Care through a dealership and on 6/23/24 totaled my vehicle. I was not at fault and sent in my paperwork after the insurance company finished their investigation. There has been no resolution to countless emails and voicemails to the adjustor Lashuntre Williams assigned to my case. The lender claims I have a deficiency balance of $2504.42 with an interest of $1.50 a day to accrue if the balance is not paid by 7/07/2024. This is extremely unprofessional to not respond to a customer's concerns about such a serious matter. This accident caused me to lose transportation, and I was injured. This is added stress and I need the matter resolved as a possible.

  

  Business response

  07/01/2024

  To whom it may concern:

  Thank you for forwarding Mr. ******** comments to us. We will contact Mr. ****** directly to address his concerns.

  *** ****

  National Auto Care

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Original warrantees were prorated although unit never left the dealership lot.Warrantees lacked full disclosure in writing.

  

  Business response

  06/21/2024

  to whom it may concern:

  Thank you for forwarding ******************** comments to us.

  We will contact **************** directly to address his concerns.

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

  National Auto Care

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had to have the slide out on my 2020 Jayco 24B fixed due to the motor gears failing. I have a Platinum coverage vehicle service agreement that covered the slide out and a $ ****** deductible to which I paid in cash. The coverage agreement states that I do not pay for the service call associated with this repair. The company who made the repairs stated that they were told that the service charge wasn't covered therefore I paid and additional $ ****** for the service charge. Upon reading the coverage and calling National Auto Care I was told that I wasn't supposed to pay for the service charge and that it should have been paid by National Auto Care to Color Tyme RV *** at ******************************************************************************************** who did the repair. I filled out the required paperwork they sent to me by National Auto Care for a request for reimbursement for the service charge of $******. Upon sending in the required forms I got a response saying that the bill had been paid yet there was no mention of the service charge that I paid.After calling about it 4 times I was given the same answer of National auto wanted the receipt for the cash payment of ******. I told them that it was on the repair order and that in the service description was a line item showing CP $****** plus ****** totaling ******. the line item sublet repairs of $43.50 plus the fee of $75.00 equals $****** which I paid in cash.I contacted the repaid company and they said they would call National Auto Care and tell them that I did in fact pay him the service charge, but they were not going to get into the administrative part of redoing the paperwork to reword it to their satisfaction.To date I have not heard back from National Auto Care on this issue and hope that it can be resolved in a manner that will not require $****** to be escalated further.Thank you in advance for your time in getting this matter resolved.

  

  Business response

  06/05/2024

  To whom it may concern:

  Thank you for forwarding ****************** comments to us.  We appreciate the opportunity to review the matter and will contact ************** directly to address his concerns.

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

  National Auto Care

  Customer response

  06/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21801090
  
  I am rejecting this response because: I have not been contacted by phone, voice mail or e-mail from National Auto Care as of June 7, 2024 concerning this issue.
  
  Regards,
  
  *********************

  

  Business response

  06/14/2024

  To whom it may concern:

  This claim has been paid in the amount of $2,084.95 - as requested by the RF.

  Please submit any other charges that you paid to NAC for review.

  A message was left for ************** on June 5, 2024 - to call back to discuss his claim.

  Thank you,

  ****************;

  National Auto Care

   

  Customer response

  06/14/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21801090
  
  I am rejecting this response because: 

  
  I am not disputing the amount paid of $2,084.85 as stated by Mr. **************** the amount of $218.50 paid by me in cash as a result of the technician being told that I had to pay the service charge when in fact National RV Care should have paid the additional $118.50 to Color Tyme RV **** My responsibility of the contract was for the $100.00 deductible that was also paid in cash. If they will look at the service ticket you will see that I circled at the bottom of the service description and down below on line item sublet repair and fees you can conclude that C.P is CASH PAID, $100.00 for my deductible $43.50 plus $75.00 which equals $118.50 in addition that I paid due to someone telling the service tech that I owed money for the service charge.

  If ************ tried to contact me then he did not leave a message. As of today I have not received a voice mail by anyone from National RV Care. I find it a little odd that by looking at the copy of the service order this is still being questioned for reimbursement.

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

  

  Business response

  06/21/2024

  To whom it may concern:

  ************** can submit his Service Call receipt for reimbursement and NAC will reimburse him.

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

  National Auto Care

  Customer response

  06/28/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21801090
  
  I am rejecting this response because: 

  I have fulfilled my requirements and explanation to National RV Care on more than one occasion as well as my required rejection of their reasons for non-reimbursement of the service charge that I paid. They have all copies of the service order which were requested and submitted to them and once again it seems they want yet another requested submittal in trying to resolve this issue. I have attached yet once again a copy of the service call receipt with the marked areas addressing the $100.00 deductible plus the additional $118.50, I paid for a service charge I should have not paid according to my warranty contract.

  It has now been over (2) two months trying to resolve this over $118.50. In closing I will not accept anything less from National RV Care than reimbursement of the $118.50 I paid.

  Thank You
  Regards,
  
  *********************

  

  Business response

  07/09/2024

  To whom it may concern:

  NAC will reimburse the customer $118.50.

  Thank you,

   

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

  National Auto Care

  Customer response

  07/11/2024

  [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 will accept the business's response to resolve this complaint if reimbursement is received within 7-10 business days from this date July 11, 2024.
  
  Regards,
  
  *********************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had our car in the shop for a week. National Auto Care has asked the shop to provide pictures, fluid levels and assessments. All of which, the shop has provided. Now they want to send out their own "adjuster to inspect the car. They are dragging their feet because they don't want to pay the claim. My wife is disables and we need the car. We take very good care of it as it is our sole mode of transportation. National Auto Care is not responsive to our needs as a customer, and I am disappointed by the fact that my "bumper to bumper" coverage is not taking care of us. We purchased their highest premium policy and are not being treated with any sort of urgency or consideration. We are very disappointed.

  

  Business response

  06/03/2024

  To whom it may concern:

  Thank you for forwarding ********************** comments to us. An inspection has been scheduled and once completed and the failure verified, NAC can move forward with the claim.

  Please contact me if you have any questions.

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

  National Auto Care

  Customer response

  06/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21793923
  
  I am rejecting this response because: 

  I was told the company would have an inspector within 2448 hours.  I am now being told ***** hours.  They do have the right within the contract to have an inspector do another inspection of the vehicle outside of the one they requested from the shop (and wasted time doing if they were not going to accept the findings) however the elapsed time is not only excessive, but bordering on negligent.

  My wife is disabled, and this is our only vehicle.  The fact that we cant even get a rental car authorized because they have not "authorized the repair" that they agreed to repair is beyond frustrating to me.   

  We are still without a vehicle.  The inspection has not been completed as promised.  

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

  Customer response

  06/07/2024

  After finally getting the second inspector out to review the needed work, the inspector told the shop they they should be receiving an authorization to do the work.  After speaking with ***************** I was told that they are looking for parts to replace the transmission.  "After" they do that they will authorize the repair.

  Their contract does NOT STATE that they can further delay the rental reimbursement while they are taking their time searching for parts.  The shop knows where to get the parts, but they want to find their own.  I honestly don't have a problem with them dragging their feet as long as they are sending a reimbursement for a rental car.  It should not be costing me money.  I had to get a rental car last weekend as we had to have a vehicle for an emergency.  This should be reimbursed along with any other charges we may incur.

  My wife is disables, this is an unsafe situation.  We are being taken advantage of, and I am disgusted by the response from National Auto Care.  You cnnot even get anyone on the phone who can give you a straight answer.

  

  Business response

  06/14/2024

  To whom it may concern:

  Rental is covered once the claim has been authorized.  The claim has been authorized, Rental can be added to the claim.

  Please contact our Cus ******** or have the repair facility contact our claims **** to add rental - per the terms of your contract.

   

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

  National Auto Care

  Customer response

  06/24/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21793923
  
  I am rejecting this response because:  I was supposed to be sent a reimbursement form for the rental car, and I have never received it.
  
  Regards,
  
  *******************

  

  Business response

  07/01/2024

  To whom it may concern:

  We will contact ****************** directly to resolve this matter.  

  ****************;

  National Auto Care

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranty from my RV dealership. This is the first time I have tried to use the warranty. The water pump failed. There are no Service centers here that will even touch National auto care. They say it’s a joke and the worst warranty company out there. I paid cash and had the service center call National to OK the service so I can get reimbursed. I was there and made sure the call was made. When I called to have National Auto Care pay me back they said the RV center didn’t call back a second time to get the service OK’d. It’s a failed water pump….Thats pretty self explanatory . I couldn’t stand there for two days to ensure that National was called a second time. The pump was supposed to be covered under our policy but because of this little loop hole they can deny the coverage. They wouldn’t even call the Service center to get more information. It’s a silly $300 charge and they have billions in profit. My dealership no longer sells National auto care because of the endless issues. They are trying to help me cancel the policy however National has locked it so they can’t cancel it. When I call National they say the dealership must cancel it. Bretz RV is helping me at this time to get rid of this but I need it unlocked and a full refund on the policy .

  

  Business response

  05/20/2024

  To whom it may concern:

  Thank you for forwarding Ms. ******** comments to us.  We appreciate the opportunity to review the matter and will contact Ms. ****** directly to address her concerns.

  *** ****

  National Auto Care

  

  Business response

  05/20/2024

  To whom it may concern:

  Thank you for forwarding Ms. ******** comments to us.  We appreciate the opportunity to review the matter and will contact Ms. ****** directly to address her concerns.

  *** ****

  National Auto Care

  Customer response

  05/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21718843
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** ******

  Customer response

  05/21/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21718843
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** ******

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought the extended warranty and was told everything would be covered. On 4/18/23 the engine light came on and I took the car straight to Superior Toyota. The ran a diagnostic test and it came up with code *****. National Car Care had the dealership to take the motor apart and then on 4/24/24 NatinCar Care sent they’re adjuster out and they took videos and pictures which they refused to give me copies of. They said there was sand in my gas and there was a bent rod from an outside source. Superior Toyota said there was no sand in the oil and the engine wasn’t taken apart showing a bent rod. They said they don’t understand why the warranty company is refusing to pay.&****

  

  Business response

  04/30/2024

  To Whom it may concern:

  Thank you for forwarding Ms. ****'s comments to us.  We appreciate the opportunity to review the matter and will contact Ms. **** directly to address her concerns.

  *** **** 

  National Auto Care

  Customer response

  05/08/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21639933
  
  I am rejecting this response because: 

  Sue ****' via Dispute Resolution - Shared Inbox <[email protected]>
  Mon, May 6, 9:39 AM (2 days ago)
  to disputeresolution
  
  
  They approved the service to be completed at Warner Kia but I’m still waiting on a resolution for the invoice from Superior Toyota that they had to take my motor apart that I had to pay upfront to Superior for the tear apart and diagnostic. The manager is supposed to call me back in a few days. Therefore I need more time for the manger at National Car Care to call me back. Today is my 7 days from the original date I filed the complaint.
  
  Thanks,
  ***** ****
  
  Sent from Yahoo Mail for iPhone

  Regards,
  
  ***** ****

  

  Business response

  05/28/2024

  To whom it may concern:

  National Auto Care has paid Ms. **** all funds due - Total Amount of $687.58.

  *** ****

  National Auto Care

  Customer response

  05/30/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ***** ****

• Initial Complaint

  04/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filed a gap claim on my totaled vehicle. NAC IS refusing to cover $1239 due to condition adjustments. I live in **. ** does not have page 8 for comparable adjustments. Typical states have 4 comparable condition adjustment on page 8, make/model//trim, Option, mileage, condition. **** ******** only has 3. Note on page 6 every condition category is listed as good. That is because **** ******** values are Retail values for comparable and the comparables are considered in VERY GOOD condition so there is an adjustment made compared to the vehicle. If this was not a **** ******* value there would be no value impact on page 6 of $1238 it would be zero because the vehicle is rated in good condition. I should not be penalized for this. I can not help it my state does it this way. I feel like ** customers are being taken advantage of via technicality.

  

  Business response

  04/16/2024

  to whom it may concern:

  Thank you for forwarding Ms. ********** comments to us.  We appreciate the opportunity to review the matter and will contact Ms. ******** directly to address her concerns.

  *** ****

  National Auto Care

  Customer response

  04/26/2024

  [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 accept the business's response to resolve this complaint.
  
  Regards,
  
  ********* ********

• Initial Complaint

  04/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was involved in an accident in the end of October of 2023. The accident total lost my car, in November I began to file the claim. By the end of December ***** had paid for the car. After gathering the information for National Auto Care, this information is generally gathered by your insurance company, there should have been no more hold ups. By the beginning of February I received an email from ******* ******** on February 2nd saying “ Thank you, I have processed your gap benefit, it has been forwarded to the underwriter for review and approval.” The remaining amount on the loan started adversely affecting my credit in the same month. After a call from my loan company I decided to start hounding National auto care for results. After 2 days of calling and asking questions I was told that my claim had been processed on 4/10/24. It has now been 6 months since my accident. 5 Months since I began to file. And 2 months since my claim was “processed.” I am seeking answers on why I received an email saying my claim was processed if it in fact was left pending. I’m not sure what I hope to accomplishes by posting this as it will more than likely get my claim help up even longer.

  

  Business response

  04/11/2024

  To whom it may concern:

  Thank you for forwarding Mr. ******** comments to us.  We appreciate the opportunity to review the matter and will contact Mr. ****** directly to address his concerns.

  *** ****

  National Auto Care

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To Whom it may concern, This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below. NAT ACCT SYS ACCT #: **** BAL.$3,225 Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.

  

  Business response

  04/09/2024

  TO Whom it may concern:

  National Auto Care is not a Credit Reporting Agency.  National Auto Care sells Finance and Insurance products.

  I cannot locate any of our products for the name listed on this complaint.

  If you have 1 of National Auto Cares many products, please contact me and I will be glad to answer all your questions.

  Thank  you,

  *** ****

  National Auto Care

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The engine failed 14 months after we got our ******. Still in the extended warranty time frame and mileage. The mechanics shop said it needs a new engine. The ******* dealership said it needs a new engine. They said “Ehhh, I don’t know about that” and demanded a FULL ENGINE TEAR DOWN COSTING $9000 before MAYBE replacing the engine. If their adjuster still says “No, not our liability to fix/replace” we don’t get our money back. So we’d be out $11,000 TOTAL for a car that doesn’t run and that still has 58 months of financing to pay. DO NOT TRUST THIS COMPANY. They don’t give a damn about you, your car, or your situation. They just want your money and do nothing to help you during one of the most stressful times in your life.

  

  Business response

  04/09/2024

  To whom it may concern:

  Thank you for forwarding Mr. ******** comments to us.  We appreciate the opportunity to review the matter and will contact Mr. ****** directly to address his concerns.

   

  *** ****

  National Auto Care

  Customer response

  04/10/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  We have yet to receive a phone call or email on either of our phones/emails from NAC. Their response also does not address our complaints or the issues at hand: having to pay $9000 for a full engine tear-down so they’ll CONSIDER MAYBE replacing/fixing the engine on a car we’ve only had four 14 months. Mr. ****** also sent an email to the company requesting to add me as an authorized manager on the account and we’ve received no response to that either. 
  
  Regards,
  
  ******* ******

  

  Business response

  04/11/2024

  To whom it may concern:

  National Auto Care called Ms. ****** on 4/9/24 at 11:00AM in the morning and left a message for them to call us back so we could review the claim with her.

  I will have someone call the Ms. ****** again to discuss her concerns.

  If we are unable contact Ms. ******, she can contact National Auto Cares Customer Svc Dept or me - to discuss her claim concerns.

  *** ****

  National Auto Care

*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. ↩