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:04/21/2025

  Type:Product 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 filed a claim on 4/1 for my gap insurance to cover their portion of my total loss. I received an email letting me know that someone would reach out. I received a letter on 4/3 from the adjuster ******* *. stating she would be my adjuster what documents were needed and to reach out for questions. She failed to inform me at that point that the payoff running balance would need to be received from my lender. So I spent another week sending her all the documents several times because they supposedly werent received or they could see the information. On 4/9 she finally responds and stated that I actually needed to get the requested information from the lender! A whole week of delaying this process. Also there was no processing time mentioned of how long all of this take only that I needed to allow 5-7 business days just for her to review a email. So I again sent the requested documents that were gracefully sent by my lender. No update if received so I emailed her again on 4/15 for a status update. And she has not responded today is 4/21. I filed a formal complaint with the *********************** as well as State Corporation Commission. This is unacceptable and pathetic the lack of communication, failure to provide adequate information and the processing times of claims. They really need to be investigated because I see there are many other complaints with this company. You would think that by them dealing with total loss claims meaning the customers are without vehicles the process would be shorter than 6-8 weeks. I would like my claim processed being as the claim is clear and cut no extras. This is beyond unethical!

  

  Business Response

  Date: 04/21/2025

  TO whom it may concern.

  Thank you for forwarding Ms. ******* comments to us.  We will contact Ms. ****** directly to address her concerns.

  *** ****

  National Auto Care

  Customer Answer

  Date: 04/22/2025

  [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 accept the business's response to resolve this complaint.  National Auto Care finally sent me an update as I completely did not receive any response prior to contacting BBB. I have gotten an update thanks.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:04/11/2025

  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.

  To Whom It May Concern,I am writing to formally dispute the denial of my warranty claim submitted through National Auto Care regarding repairs performed on my vehicle at ************* on April 4, 2025. The repairs were determined to be necessary in accordance with ********************** Bulletin *******, a known manufacturer issue.Upon diagnosis, the dealer contacted National Auto Care for repair authorization. Due to the estimated repair costs exceeding $3,000, a third-party inspection was scheduled. Following that inspection, I was not contacted by National Auto Care, and on April 11, 2025, I had to call in myself to receive a decision on the claim. I was informed that the claim was denied due to the presence of oversized tires on my vehicle.This denial is both unfounded and legally questionable for the following reasons:The tires currently on the vehicle are the same size as those present at the time of purchase and when the extended warranty contract was issued and paid in full.The tires are unrelated to the mechanical issue identified in TSB *******, which clearly outlines a known manufacturer defect.Under the ********-**** Warranty Act, a warranty provider cannot deny coverage unless it can prove that an aftermarket modification or unrelated condition (such as oversized tires) caused the issue. National Auto Care has provided no such evidence, nor would it be possible to do so in this case.I am requesting that National Auto Care reverse the denial and honor the extended warranty agreement in good faith, as legally required.

  

  Business Response

  Date: 04/15/2025

  To whom it may concern:

  After further review of Mr. ****** claim, National Auto Care contacted the repair facility and authorized the covered repairs on his vehicle.

  Please contact me if you have any questions.

  *** ****

  National Auto Care

  Customer Answer

  Date: 04/15/2025

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

• Initial Complaint

  Date:04/01/2025

  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.

  been trying to get reimbursed my money back for a Reimbursement claim for over 6 months now this has been sitting on my credit card and has accrued interest

  

  Business Response

  Date: 04/02/2025

  To whom it may concern:

  Mr. ******** is in the process of being paid.

  The amount of the reimbursement is $165.00.

  Mr. ******** can contact our ********************* if he has questions about when his check will be sent out.

  *** ****

  National Auto Care

  Customer Answer

  Date: 04/09/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23147730
  
  I am rejecting this response because: 
  they owe me $186 for the total price not $165 plus interest for taking so long and sitting on my card another $250. they need to pay up or i will elevate this complaint another way.

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

• Initial Complaint

  Date:03/19/2025

  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.

  Purchased a 2018 Polaris rzr xp turbo on 05/06/23 and purchased a 2 year vehicle service contract along with it, on 01/09/24 the motor seized up while going down the road. Whenever I have called to discuss this with the company they refuse to talk to me whatsoever they will just say to have the shop give them a call. Now they are telling the shop that to determine coverage they need to completely disassemble the motor in order to find the exact part that failed to see if it is an internally lubricated part or not. And I would have to cover the costs of dissembling the motor out of my own pocket. When its unnecessary to do anyway when the motor is getting sent in as a core not getting rebuilt. To settle they need to uphold the terms of the contract and cover costs for repair. Or a full refund for service contract of $2700.00

  

  Business Response

  Date: 03/19/2025

  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

  Date:03/06/2025

  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 purchased gap on my ***** HRV 2025. I purchased the car on August 11 and by fault of another person my car was totaled on Sept 9. The car was deemed a total loss. Insurance sent check to ***** Financial and there was still a balance. I had made a payment after the loss then it went into *** claims. *** has to this day not paid anything. I have sent all paperwork in. ***** has sent all paperwork work. And its always well we need the same info that was sent in. At one point I was speaking with 3 people. They dont want to talk only through email. I have faxed emailed and sent all needed in. Still no response from them. If my gap isnt paying for the *** I purchased then why am I not getting refund?Or if they are paying it when? Its been going on since sept 2024.

  

  Business Response

  Date: 03/10/2025

  To whom it may concern:

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

  We will contact Ms. ********** directly to address her concerns.

  *** ****

  National Auto Care

• Initial Complaint

  Date:02/11/2025

  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.

  Our *** claim was started in November with this company, after getting misinformation and FINALLY getting contacted by the *** adjuster in January, this still isn't handled. I've called, I've emailed and unfortunately this company has a terrible reputation where this is concerned. Just read other people's reviews... I not only have to deal with the loss of my everyday vehicle but now I, the consumer, have to jump through hoops to try to get this dang company to just do their jobs. If they didn't have documentation that was needed that should've been communicated in NOVEMBER, not wait for me to call and see what the holdup is, then to be told they need numerous things... This is just absurd to have to deal with.

  

  Business Response

  Date: 02/14/2025

  To whom it may concern:

  Thank you for forwarding these comments to us.  We will contact the customer directly to address their concerns.

  *** ****

  National Auto Care

  Customer Answer

  Date: 02/21/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22927170
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:01/31/2025

  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.

  I have been working on getting my claim.Taking care of and my car loan paid off from a total loss. I have contacted this company many times to resolve this issue and to figure out what is needed to get the loan paid to my lender. I have been promised numerous times that the person in charge of my claim would contact me and that has yet to happen even after emailing her directly. I then receive a paper from the lender stating that only a small portion was paid.

  

  Business Response

  Date: 02/06/2025

  To whom it may concern:

  I cannot locate a contract using the persons name or phone # listed in this complaint.

  Ms. ***** can contact our ********************* at ************** to discuss their GAP Claim,or can submit the contract or VIN #'s thru the BBB so I can research her claim.

  Thank you,

  *** ****

  National Auto Care

• Initial Complaint

  Date:01/06/2025

  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.

  I purchased a 2019 Chevrolet Silverado 1500 on December 2, 2024 and purchased an extended warranty through National Auto Care. At the the time of purchase I was told it covered the engine and transmission. It developed an engine mechanical failure and was taken to a local Chevrolet dealership on December ******* and was diagnosed with a bad #3 lifter.

  I was just informed by the dealer that National Auto Care wants them to tear the engine down to verify what caused the failure and if the camshaft was damaged at an expense of $2400 and if the claim is denied , Im responsible for paying the $2400 and then I will have to pay for the repairs.

  To me, it is a yes or no answer. Are you going to make the repairs or not. Lifters go out on these vehicles all the time and it is a mechanical failure. I purchased the extended warranty for a situation like this but never again from National Autocare. I would have been better off to have put that money in my pocket . I could have already had a new engine installed and back on the road for what the warranty cost.

  You also have to call National Autocare every other day to make any progress or things sit at a stand still. Its ridiculous the truck has been sitting in the shop since December 16, 2024 and it took this long to come to this conclusion. They were supposedly waiting on documents from the dealership I purchased the truck from who claimed they had emailed them on numerous occasions. You have to call constantly to keep things moving a long.

  

  Business Response

  Date: 01/07/2025

  TO whom it may concern:

  The claim for Mr. **** has been Authorized with the repair facility

  *** ****

  National Auto Care

   

  Customer Answer

  Date: 01/13/2025

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

• Initial Complaint

  Date:01/03/2025

  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.

  the phone side for customers is always able to get a person but when a mechanic needs to call, they sit for hours on hold. they ask for unattainable information like part numbers for an estimate which without ordering the parts they wouldnt have those numbers. took 3 weeks for an adjuster to show up. we have the big package which covers only 1 week of rental car however you have to wait until the adjuster approves the repairs. before finding this mechanic we are using we contacted 6 other mechanics that refuse to work with national auto care. the mechanic at the car lot that sold us the car told us he had to word things very carefully to get repairs covered. they manipulate word play and making calls impossible so people give up and pay for repairs themself. when I called to get an update 3 weeks after we dropped off our truck and they lady on the phone had ZERO information and kept telling me to call the mechanic. I had to Interupt her because it was like she was purposefully blabbering to sound like she knew something and to keep me from asking questions. she didnt know what repairs needed done or how long it would take to get an approval or if anything had been approved. also wouldnt tell me adjuster information. she said it was an outsourced company. so I said, then you quys hired him right and she said, no he works for us! I was like exactly, so why do you not have any reports for him or contact information for this guy??? she sat quiet and confused for a minute. she then told me she had no more information and to call my mechanic because they are waiting to hear from him. so I called him and he said no one answers when he calls and no one replies to voicemails hes left. This is the second time using it after buying it and at that point the car lot was the only place that would cooperate with this company and although its supposed to be full coverage, they wouldnt fix everything. Damages from prior to owning btw. I want repairs and refund for remaining

  

  Business Response

  Date: 01/03/2025

  To whom it may concern:

  Thank you for forwarding these comments to us.  We will contact the customer directly to address their concerns.

  *** ****

  National Auto Care

  Customer Answer

  Date: 01/04/2025

  I received a call yesterday from unknown number. After listening to voicemail which had no Information and just was asked to call. Not including an extension or way to reach this person directly. I called the main number and waiting the long period to reach a person and was told the woman I was seeking wasnt available and that she would call me back. Its now been 24 hours and I have heard nothing. 

  Customer Answer

  Date: 01/06/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22762382
  
  I am rejecting this response because: 

  I received one call that I missed and immediately called back and left a message with someone for Virginia to return my phone call as she was the one that left the voicemail. Mind you the voicemail contained zero information and just asked me to return her call. Since then, (January 3rd) I have heard nothing from the company. So this continues to prove that our business is not important and have no great desire to resolve these issues. 
  
  Regards,
  
  ******* *******

  I received a call yesterday from unknown number. After listening to voicemail which had no Information and just was asked to call. Not including an extension or way to reach this person directly. I called the main number and waiting the long period to reach a person and was told the woman I was seeking wasnt available and that she would call me back. Its now been 24 hours and I have heard nothing. 

  

  Business Response

  Date: 01/07/2025

  To whom it may concern:

  Per our claim notes, it appears that we spoke to the customer on 1/3/25.

  Someone will be contacting the repair facility shortly to follow-up.

  *** ****

  National Auto Care

  Customer Answer

  Date: 01/14/2025

  Here is a list from the mechanic of things that were accepting and a list of things approved. The declined list is larger than the approve. A photo of a damaged part is attached. This is one of the many things not being approved to be repaired and is highly dangerous. My mechanic notified me that no communication through email or fax with this company was permitted. They wanted no paper trail of the things listed by mechanic that the car needed and what they were willing to approve or deny. 

  Customer Answer

  Date: 01/14/2025

  Here is a list from the mechanic of things that were accepting and a list of things approved. The declined list is larger than the approve. A photo of a damaged part is attached. This is one of the many things not being approved to be repaired and is highly dangerous. My mechanic notified me that no communication through email or fax with this company was permitted. They wanted no paper trail of the things listed by mechanic that the car needed and what they were willing to approve or deny. 

  

  Business Response

  Date: 01/15/2025

  To whom it may concern:

  The following items listed below were declined for the following reasons per the terms of the contract:

  Front Differential - Lack of Lubrication from a fluid leak - customer must approve the repair facility to tear down the differential to prove lack of lubrication is not the failure - then we can reinspect the vehicle.

  Control Arm - No failure demonstrated

  Gas Straps - Not a covered item and *********************** Pan - not covered

  Rust/corrosion failures are Excluded per terms of the contract.

   

  Authorized Parts:

  Stabilizer links

  Valve Cover Gasket

  Axle Seals

  Oil Pan gaskets

   

  The customer can contact me if she has any questions.

  *** ****

  National Auto Care

   

   

  
  

  Customer Answer

  Date: 01/22/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22762382
  
  I am rejecting this response because: 

  *** **** claims they have been in contact with me but I have heard nothing from anyone since the day I returned a missed voicemail, in which the woman took a note to have the woman who left the voicemail return my call.  I received no information. He also mentions Im free to call and speak to him directly however without providing a direct line in which to reach him. I still have an issue with the fact that none of the transfer of information between the warranty company and the mechanic was in writing via email or fax. The warranty company refused to send any information in this form and only permitted information to be stated over phone call. Seems very sketchy, like theyre trying to hide something or cover their tracks. I wasnt given a case manager or someone that I could reach out to about my case. And never received an update call as I was told that I would. I was told I would receive a call once repairs were approved so that I could also submit for a rental car, which never happened. Even the repairs they did approve, were partial repairs. Sometimes when taking apart sections of a motor to get to a broken part, old parts that you took apart to get to it also then need to be replaced for safety reasons and they refused to do so. Not to mention they wouldnt cover the taxes for the repairs they were covering. They told my mechanic that they would only issue payment for repairs and I needed to be charged the tax. 
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 01/23/2025

  To whom it may concern:

  Please see the specific claim details below:

  **The following items listed below were declined for the following reasons per the terms of the contract:

  * Front Differential - Lack of Lubrication from a fluid leak - customer must approve the repair facility to tear down the differential to prove lack of lubrication is not the failure - then we can reinspect the vehicle.

  Control Arm - No failure demonstrated
  Gas Straps - Not a covered item and ******************** Pan - not covered
  Rust/corrosion failures are Excluded per terms of the contract.
  
  

  **Authorized Parts:

  Stabilizer links
  Valve Cover Gasket
  Axle Seals
  Oil Pan gaskets
  
  The customer can contact me if she has any questions.

  My direct # is: ************.   

  Thank you,

  
  *** ****

  
  National Auto Care

  
  

  Customer Answer

  Date: 01/29/2025

  This part was the front differential. A part not covered. Its completely snapped and not safe. And they wont cover it because it contains rust?!?!? This is an older truck that we bought 6 months ago and they agreed to cover. They want broken pieces to be shiny and new?!?? If they can cover things that were broken upon purchase or break during covered time then this defeats the purpose of have coverage and I would like the remaining of my money from my contract reimbursed and cancel my contract. I will continue to let people know that mechanics dont want to work with them and they dont actually do repairs. That they are a scam and shouldnt be conducting business with anyone. 

  
  

  

  Business Response

  Date: 01/29/2025

  We will be reaching out to the consumer through our escalations department, this call will be made today, it appears the shop has been paid for the items that are covered on the policy, but we will get more clarifying information when we do reach them.  

  Customer Answer

  Date: 01/30/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22762382
  
  I am rejecting this response because: 

  No resolution has been offered. The 2 major problems we had that we wanted fixed was, 1) a leaking front differential. They said they wont repair because I need to prove damage isnt from being unlubricated, which makes no sense. We are struggling to keep it lubricated because its leaking but the leak is what we are asking to have repaired. If they repaired the leak, it would stay lubricated. Not repairing it will cause future problems that they wont fix in the future because its caused by a leak. Part 2) control arm. They wont cover control arm because no failure demonstrated however I have photos of the piece snapped in half. They also mention not covering parts that have rust. No where in the contract does it mention rust. ALL CARS HAVE RUST. It stated lubrication in ever single paragraph of what can be covered which I assume is their loop hole to not covering parts. That they can argue it isnt lubricated. My mechanic can tell you that our leak wasnt caused from improper lubrication. Thats the same reason the wont cover oil pans. Because they said its rusted. Rust isnt a reason to deny replacement. They said it must be lubricated but if it wasnt leaking then it would be lubricated. Oil pans leak because they are made from steel which is easily corroded from moisture. Normal for cars. They arent fulfilling their duties and trying to escape responsibility. 
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 02/04/2025

  To whom it may concern:

  I understand that the customer is frustrated with the claims process, but there are procedures that need to be followed if we are to justify authorizing the Front Differential repair.

  * Front Differential - the customer must approve the repair facility to tear down the differential to prove lack of lubrication is not the failure - then we can reinspect the vehicle.  If it is verified that there is a mechanical failure not caused by lack of Lubrication, then NAC will have liability for repairing the Front Differential.  But we cannot determine that until the customer gives the repair facility permission to take it apart.

  We will also reinspect the other items that were denied to verify their causes of failure.

  
  The customer can contact me if she has any questions.

  
  My direct # is: ************.   

  
  Thank you,

  *** ****

  National Auto Care

  Customer Answer

  Date: 02/14/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22762382
  
  I am rejecting this response because: 

   

  We will also reinspect the other items that were denied to verify their causes of failure.

  Still waiting on this. We will not pay for the other part mentioned to be taken apart as this company has proven to not follow through with payouts. But for the issues we paid out of pocket for that should have been covered, we want compensated. Oil pans rust due to moisture and oxidation, not because of owner neglect. The right control arm was snapped in half and also not damaged due to lack of lubrication. And the tax for repairs should have been included, not forwarded to customer. Company has yet to reach out as to handle this or mention here how they can handle this situation. They give a general closure line and say I can call them. If the bbb has no interest in finding a solutions you can allow The attorney generals office to take over. 
  
  Regards,
  
  ******* *******

  

  Business Response

  Date: 02/19/2025

  To whom it may concern:
  I understand that the customer is frustrated with the claims process, but there are procedures that need to be followed if we are to justify authorizing the Front Differential repair.
  

  * Front Differential - the customer must approve the repair facility to tear down the differential to prove lack of lubrication is not the failure - then we can reinspect the vehicle. 

  If it is verified that there is a mechanical failure not caused by lack of Lubrication, then NAC will have liability for repairing the Front Differential.  But we cannot determine that until the customer gives the repair facility permission to take it apart.

  
  We will also reinspect the other items that were denied to verify their causes of failure.
  
  The customer can contact me if she has any questions.
  
  My direct # is: ************.   
  
  Thank you,
  *** ****
  National Auto Care

  Customer Answer

  Date: 02/20/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22762382
  
  I am rejecting this response because: 

  no responses are being given.  He is now copying and pasting previous replies. 

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

• Initial Complaint

  Date:12/31/2024

  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.

  My vehicle was stolen recently. Insurance thru progressive went super smooth.But then came the time for making a gap claim as I was still a little bit underwater on this ********** seems I have the unfortunate situation of being covered by this company for gap. Not only do they need a ton additional documents four literally 1/10 the payout my insurance did; their wait times are ridiculous, taking 5-7 business days to START processing a claim and after that 15 days for it to process. On top of that, if it hasn't been 5-7 business days, customer service flat out refuses to confirm receipt of any documents sent in even tho the email says the claims agent won't start with all required documents. If you call to check that you have all required documents, they just day it hasn't been 5-7days so they can't check. Frankly, after already not having a vehicle for a month, another 20 to 30 days of waiting for this to get settled us ridiculous. Especially as there is no coverage for a rental during this time period. There's always the chance it takes longer. As well, because there is absolutely no way to confirm. The documents you sent in were received until an insurance agent starts processing the case at which point if the documents have not been received.The case goes back into a hole in pattern and will not be processed until all documents are received. They are setting people up for a month plus of just dealing with gap insurance after their vehicle is stolen. Unacceptable, complicated process. Especially after dealing with an actual reputable insurance company that got things processed and pushed through in a week with wonderful communication the whole time.

  

  Business Response

  Date: 01/03/2025

  To whom it may concern:

  Thank you for forwarding these comments to us.  We will contact the customer directly to address their concerns.

  *** ****

  National Auto Care