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:04/11/2025

  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.

  I bought a 2024 subaru forester las 6 Vin# ****** and the **** ***** car dealer offered me a whinshield warranty. 2 weeks ago the pay off was made for this suv. I contact this Company to cancel this warranty where I paid ******** dollars to get my money balance back and they are refusing to do it. I am attaching the only one purchase paper they gave me.

  

  Business Response

  Date: 04/17/2025

  Hello *** ******,

  We're sorry for your difficulty, but the coverage your purchased included the application of a windshield protectant product. When a product has been applied by the dealership, the coverage is non-cancellable. Please let us know if we can explain further. Feel free to call us at ************.
  
  Thank you for your understanding in this matter.

  Customer Answer

  Date: 04/17/2025

  Complaint: 23189759
  
  I am rejecting this response because:
  
  Regards,
  
  ****** ******

  

  Business Response

  Date: 04/21/2025

  Dear Mr. **************** understand your frustration. However, your coverage is non-cancellable, and we must stand by the language found on page three of your Limited Warranty: The Windshield Protection Sealant has been applied to Your Vehicle, and this Limited Warranty is Non-cancellable and Non-refundable.

  If you have further concerns, please call us at ************.

  Thank you again for your understanding.

  Customer Answer

  Date: 04/22/2025

  Complaint: 23189759
  
  I am rejecting this response because:
  That Company never comuncated  about no cancelacin, I have the only paper I already attached  in addition no body dealer neither Roadvantage were clear because If they had explained me I never had taken that warranty. They are liar and I want my money back
  Regards,
  
  ****** ******

• Initial Complaint

  Date:03/24/2025

  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.

  Open Claim C000545854 Item was covered under warranty and I am now in the middle of a "time" dispute on what the service company is providing for hours. They state 11.1 hours for the repair, your company only wants to pay 9 hours, and the dealer isn't changing the hours to repair leaving a deficient of 2.1 that I would have to cover. Unfortunately, this is not valid, this is a covered item and per the contract all labor is included. This means your company will need to approve the 11.1 hours stated by the dealer to repair the item covered in this warranty. Failure will result in a breach of contract suit. Your prompt attention on this is required as they have my vehicle and this needs approved before they will start.

  

  Business Response

  Date: 04/03/2025

  Hello Mr. *************** understand from our Claims team that your issue has been resolved to your satisfaction. We appreciate your patience and understanding as we worked through your claim. We hope you're now satisfied with the result.

  If you have any further questions or concerns, please feel free to call us at ************.

  Thank you.

  Customer Answer

  Date: 04/04/2025

  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.

  They have stated they are fully covering all items the dealership presented for repair.  
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:02/28/2025

  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 a new 2021 Jeep Renegade from *** ***** in April of 2022. I purchased every coverage, extended warrenty options available when vehicle was purchased and financed through Vantage West at a 4% interest rate. I had an accident on January 16, 2025 and my insurance totaled the vehicle. I owed roughly $22,500 on the vehicle with all payments made on time and no late fees. There were roughly ****** miles on the vehicle. The damage was estimated about $17, 000 per Progressive so they totaled the vehicle and paid $20,000 to Vantage West. I submitted a claim to RoadVantage and both insurance and lender submitted required documents. I was told it would take 2-3 business days for remaining balance to be paid to lender on 2/14/25. I was notified via email on 2/20/25 I was receiving no gap benefit to pay remaining amount because of late payments and my insurance deducted a $1,300 cost for mileage and also that my service agreement with the dealership would be paying the lender $1,362 for remaining time on service agreement. I am now still showing a balance of roughly $2500 still owed to the lender. I paid for gap insurance to cover in the event of a total loss, not to give them money to deny a claim. Im very unhappy about this and want my gap coverage that I paid for to pay the remaining balance. I had regular maintenance on the vehicle and had just purchased new tires for $1,000 in October/November. Why pay for insurance to cover accidents if they dont do their job when an accident happens? Progressive was fast, accommodating and completed the claim quickly. This is now holding up the remaining payout. I had to purchase a new car and cannot make car payments for two vehicles. I also purchased from *** ***** with gap coverage through RoadVantage and if not resolved would want to cancel that policy through them and find a company who does cover.

  

  Business Response

  Date: 03/07/2025

  Hello Ms. ****************** understand, and we're sorry to hear about your circumstance. Unfortunately, your GAP product does not pay for your excess mileage deduction, thus there is no coverage.
  
  We regret your misfortune, and we appreciate your understanding in this matter. Feel free to call our ***************** if you have further questions: ************.

• Initial Complaint

  Date:02/24/2025

  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 dropped my car off to Mercedes October 2024 for a rear differential repair. ******** does multi point check (checks engine) and did not recommend any further repairs at this time. A few days later my car begin to make a noise , I took it back and they stated my engine and flywheel need to be replaced. I have never been told that there were any issues with my engine nor flywheel until they did that differential repair. My engine is covered under my road vantage warranty. I originally was told that I needed to get an engine breakdown in order to get the engine claim approved. I could not afford to pay 3200 at that time so I asked was it okay to drive the car and the dealership stated it was as long as I got an oil change , which I did. Fast forward to Dec 2024, I took my car back to get the breakdown. I emailed Road vantage to ensure my claim was still valid, which is was, and they told me to take my car back and it would be escalate since the information the dealer provided was misleading, I have this in writing. 61 days later, after paying for the breakdown and sending in my maintenance receipts, Roadvantage denied my claim. My car is sitting at ******** and they are not going to put my car back together. This is ridiculous. For one, its misleading and nothing is throughly explained. I have gotten maintenance whenever ******** recommended it and provided receipts for it. Why did it take 61 days to make a decision just to deny the claim. I am so frustrated at this point and noone is giving me clear answers. The dealer also stated he doesnt understand why the claim was denied as he was able to see I did the maintenance. I also just had the whole oil housing unit replaced in 2023 which the dealer said was required to ensure future oil changes would maintain the vehicle and prevent engine damage. I really feel like Ive been blind sided and taken advantage of as I am so confused on what is going on and why my claim was denied. Now I am out of a car with no answers.

  

  Business Response

  Date: 03/05/2025

  Hello Ms. ******************** understand, and we're sorry to hear about your circumstance. From the maintenance records, our claims adjusters determined a gap in maintenance with one oil change interval of over 13k miles. As described in your contract, proper maintenance is required for coverage. Our request for the engine teardown to determine the extent of damage was not done in a timely manner. This, too, is prohibited in your contract. For these reasons, we are denying coverage.

  We regret your misfortune, and we appreciate your understanding in this matter.

• Initial Complaint

  Date:02/10/2025

  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.

  Wanting to file a complaint with Road Advantage for denying my warranty claim without sufficient evidence. I am filing this complaint based on a claim denial with insufficient evidence of a Warped head based on the ruling of overheating, with no proven codes, no indicating gauges, or lights and immediately taking it to service center at the dealership. As soon as the check engine light came on, I took it to the dealership the following day. After a month of having the vehicle sitting at the service dealership, a warranty adjuster was sent out from Road Advantage warranty, that then said the issue was a "Warped" Head. The warranty company was saying that this is a none covered issue, and would be an out of pocket cost of $6,000. The warranty adjuster sent by the **************** is stating that this issue of "Warping" is caused by overheating. The car has never overheated, and has never shown an over heating code. The service center had checked engine temp, coolant levels, and all codes which showed no over heating. The car has properly been take care of with oil changes, and appropriate coolant levels. The warranty company is denying the claim for coverage without sufficient evidence, and I have done everything I can think of on my end. The "warping" of the head gasket could have been caused by many other things, and has no evidence from codes stating an over heating. This has happened with many other jeeps, and there had been problems with coverage, because the warranty adjuster can't find the cause so they rule to overheating without proper evidence. The Mount Juliet service dealership where the car is at, both the dealer and the technical state the issue is not related to over heating. After talking to warranty company they no longer will look into the case, and will not start a new claim for the vehicle's issues. I am hoping to get help to try, and get my vehicle covered, because it is not an overheating issue, with no overheating codes are present.

  

  Business Response

  Date: 02/19/2025

  Hello ******** ******,
  
  We are sorry to hear about your misfortune, however, "warped or melted parts" is specifically excluded in your contract in the "WHAT IS NOT COVERED" section (2.a.). For this reason, we must stand by our coverage denial.

  If we can answer any further questions, please reach out to our Claims team: ************, Option 1. Thank you for your understanding.

• Initial Complaint

  Date:12/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought extended warranty for my vehicle with the perchance of the vehicle at a dealership near where I live. My vehicle is now un-drivable due to mechanical issues which are covered in my policy. The company is denying me coverage on unfounded claims of negligence and have provided more than enough evidence to counter this denial. I am seeking a reversal of this denial as well as the warranty company honoring my policy and covering the repairs.

  

  Business Response

  Date: 12/18/2024

  Hello Mr. ***************** understand and we're sorry to hear about your circumstance, but the language in your contract states your responsibilities as described below.

  You are required to make sure that You and the Repair Facility follow these procedures.
  1. Act to Prevent Additional Damage: You must make all reasonable efforts to prevent additional damage to the Vehicle. If the Vehicle is not safe to drive or is disabled, call for towing assistance at the above number. This Contract does NOT cover damage caused by Your failure to prevent additional damage to the Vehicle.

  We do regret your misfortune and we appreciate your understanding in this matter.
  

  
  

  Customer Answer

  Date: 12/18/2024

  Complaint: 22699848
  
  I am rejecting this response because:
  
  ***** ***** *******
  ************************************************************************************************************
  ************
  *******************************
  Dec 13, 2024
  
  
  Road Vantage Claims Department
  *************************************************************************************
  
  
  Subject: Appeal of Denied Claim [C000524495]
  
  
  Dear Road Vantage Claims Department,
  
  
  I am writing to formally appeal your denial of my recent claim regarding my 2020 ****** Silverado, *****************, citing alleged negligence in maintaining the vehicle. I believe the decision to deny my claim is unfounded, as I have consistently adhered to a diligent maintenance schedule and acted responsibly based on the information provided to me by certified service professionals.
  
  
  Background of the Issue
  
  On September 4th, I underwent an oil consumption test as part of routine efforts to monitor and maintain my vehicles performance. The test results did not indicate a need for further evaluation, as confirmed by ****** ****** at Billion GMC, ***********. At no point was I informed of any immediate risk of catastrophic failure or the necessity of further action. Based on the advice I received, I acted in good faith and made reasonable efforts to maintain my vehicle without unnecessarily investing time or resources into uncertain repairs.
  
  
  My Maintenance History
  
  I have a meticulous record of regular maintenance and servicing for my vehicle, as outlined in the documentation you received from Jerrys auto. These records demonstrate my commitment to ensuring the vehicles reliability and performance, in full compliance with the terms of my extended warranty agreement.
  
  Why the Denial is Unjustified
  
  The denial letter indicates that my claim was denied due to negligence. However:
  **** Clear Negligence: The oil consumption test came back as within manufacture specifications and lack of follow-up guidance from the service manager did not provide grounds to suspect negligence or a need for further action.
  2.Reasonable Action Taken: I acted prudently based on the information available to me at the time. Negligence implies a failure to act when a reasonable person would; in this case, I relied on the professional judgment of the service provider.
  3.Warranty Terms: I have fully adhered to the warranty requirements, including timely maintenance and servicing, as the records show.
  
  Requested Resolution
  
  I respectfully request that you reconsider the denial of my claim and honor the coverage under my extended warranty.
  
  Thank you for your attention to this matter. I look forward to your prompt response.
  
  Sincerely,
  ***** ***** *******
  
  
  

  

  Business Response

  Date: 12/30/2024

  Hello Mr. ***************** sincerely apologize for the difficulties you experienced with your claim. After conducting a thorough review of your situation, we have confirmed that your claim qualifies for coverage. The payment was processed and issued to your servicing dealer on December 26, 2024.

  We truly regret any inconvenience this matter may have caused and appreciate your patience as we worked to resolve it. We hope this resolution meets your expectations, and please do not hesitate to reach out if you have any further questions or concerns.

  
  

  Customer Answer

  Date: 12/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:07/30/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought roadvantage insurance. Filed claim in July 2. Got response to provide evidence which I did as request over email. Claim ignored until jul 22. Was then told it was processed. Still havent received claim. Called today and told still not done because of processor error.

  

  Business Response

  Date: 08/01/2024

  Hello **********************,
  
  We understand your frustration, We regret and apologize for our delay. Your claim has now been approved and a check has been processed. Payment is forthcoming.
  
  Please feel free to email claims supervisor if you have any further questions: ***********************************.

  Customer Answer

  Date: 08/01/2024

  Complaint: 22059468
  
  I am rejecting this response because I have been lied to and told this numerous times and have yet to receive anything. 
  
  Regards,
  
  *********************************

  

  Business Response

  Date: 08/08/2024

  Hello **********************,
  
  We hope you will be pleased to know a check has been sent and delivered to you as of August 5, 2024.
  
  Thank you for your kind understanding in this matter.

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 10.11.2023 Amount: $1375 Interior and **************** Warranty I bought a 7-year warranty for interior and exterior damages to my vehicle. My car was totaled 8 months later. I asked for a refund for the remaining 6 years, but they refused, claiming they had already applied a coating to the leather seats.They did not apply the coating. I left the dealership immediately after purchasing the car and warranty. If they claim it was done before I arrived, it was an optional purchase and not an added fee to the MSRP.They advertised the warranty as covering repairs or replacements for damages to the interior and exterior of the car, including windshield repair and replacement.They made two different contracts:Interior and Exterior Warranty: Non-cancellable, amount: $1375 Windshield Replacement and Repair: Cancellable, amount: $0 The windshield replacement and repair was not actually free; they adjusted the numbers on paper to make it non-cancellable.

  

  Business Response

  Date: 07/08/2024

  Hello,

  We understand and we're sorry to hear about your circumstance. Unfortunately, if a product has been applied, the contract is non-cancellable. Your best course of action is to contact your selling dealership if you have a dispute about the product application.

  Please let us know if you need any other information.

  Customer Answer

  Date: 07/09/2024

  Complaint: 21951337
  
  I am rejecting this response because: As I said, product is not applied. 
  
  Regards,
  
  Onder Atli

  

  Business Response

  Date: 07/10/2024

  Hello,

  We again must refer you to your selling dealership. If you believe the product was not applied, we suggest you communicate with them. 

  Please feel free to call ************ and speak to a claims supervisor if you have any further questions. Thank you.

  Customer Answer

  Date: 07/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Onder Atli

• Initial Complaint

  Date:03/25/2024

  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.

  On 7/18/23 my wife purchased a used Jeep with 20k miles on it. The Ultimate warranty was purchased and she was told this warranty will cover, fully, all 4 tires should a road hazard incident occur. On 3/23/24 we had a road hazard incident and immediately went to a local dealer. The dealer has indicated all (4) tires require replacement and that the replace is necessary due to prevent both electronic and transfer-case issues in the near future. RoadVantage has administrative refused to submit the claim to Mopar to obtain full coverage for the appropriate repair. They refused to provide coverage of the claim, hence After calling the roadvantage company (a 3rd party affiliate) to discuss the claim they absolutely refuse to submit the claim to obtain authoritization for all 4 wheels to be covered. As a result, they are causing us to pay 1300-1500 to have the repair completed as the dealer is advising

  

  Business Response

  Date: 03/27/2024

  Hello,
  
  Were sorry to hear about your disappointment, and we can understand your frustration. However, the purchased contract is not designed to cover tires that have not been affected by a road hazard. Only those tires directly affected by the damage described in the contract are eligible for replacement. Please see the associated language is in the WHAT IS NOT COVERED section.
  
  TIRE AND WHEEL & COSMETIC WHEEL:
  7. Any repair or replacement of any covered component or part which has not been damaged due to contact with a Road Hazard as defined in this Contract, but which the Repair Facility or manufacturer recommends or requires to be repaired or replaced such as, but not limited to, matching sets of tires or wheels.
  
  We are denying this claim based on the above contract language. Please let us know if you need any other information.

  Customer Answer

  Date: 03/28/2024

  Complaint: 21482497
  
  I am rejecting this response because the administrator is aware that the warranty application has incorrect information. 

  1) the warranty company offers no signed copy of the contract to BBB & the copy the warranty company provided to me contains a different stated cost - as such the statement "You and Seller confirm that the information is correct and complete. Seller confirms that the Vehicle is qualified for the coverage selected" is fraudulent.  More below.
  

  2) the business does not offer an attestation from the dealer that new tires were installed on the vehicle prior to the purchase of the warranty which protects all of the tires; The dealer sold a warranty on a used vehicle & the previously worn (normal wear/tear damage) was transferred to me with the promise that any incident which requires all new tires would be fully covered. If the dealer followed the guidance of this warranty company, the dealer would be making a decision to perform work, under warranty, which will cause additional damage to the vehicle (electrical / drive train) and this authorized warranty work would eliminate other warranty coverage. 
  
  
  3) The agreement has conflicting statements which invalidate the contract itself
  
  "For Tire Repairs Only: You may have repairs completed without prior authorization and submit Your documents for reimbursement"
  

  "Any repairs, replacements or other procedures completed without authorized approval will not be covered"
  

  4) The agreement indicates "If any material information provided to the Administrator cannot be verified as accurate or is found to be deceptive, no benefit will be paid under this Contract."
  I seek full reimbursement of the cost of this useless warranty agreement;  I paid 1000 for this warranty and the document provided by the warranty plan administrator indicates the cost, represented to them by the dealer, was much lower.  The contract/agreement is invalid at face value. 
  
  5) the agreement also indicates "The following vehicles are ineligible for coverage under this Contract --> 4) Any vehicle that is used..."
  

  6) the agreement indicates coverage for replacement key services yet fails to offer an attestation from the dealer that at least two (2) sets of Key(s) were delivered - the dealer sold the vehicle with only 1 key therefore this is yet another invalid agreement/warranty
  

  Finally the agreement indicates "Our Cancellation: We may cancel this Contract at any time for failure to pay the Contract Sale Price, fraud or material misrepresentation" - I have outlined misrepresentations and seek to have the full cost of the warranty reimbursed.
  

   

  
  

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

  

  Business Response

  Date: 07/12/2024

  The contract can be cancelled, and it will be a pro-rated refund. If the customer does want to cancel, they will need to reach out to Mopar, contact information provided below.

  Customer Line: ************
  

  Mopar Cancellation email: *******************************

  Customer Answer

  Date: 07/12/2024

  Complaint: 21482497
  
  I am rejecting this response because:

  The pro-rated refund is stated in the contract.  You are not doing anything helpful by referencing a pro-rated condition in a service contract full of defective, upon face value, statements.   As I have highlighted.  It has misleading & outright fraudulent terms, conditions, & statements.  A FULL refund needs to be offered.  Please do send a check to the address on file and circle back to confirm you have issued a FULL refund.
  

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

• Initial Complaint

  Date:03/20/2024

  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.

  When a person purchases gap insurance on a new vehicle, they expect the gap company to follow through and cover a loan in the instance of a wreck or stolen vehicle. However, this was not the case for me. Our van was totaled in an accident and we struggled with only one vehicle for over 6 weeks. I jumped through their many hoops, while still making payments to my loan, for them to turn around and not help me. I've spoken with many dealerships and they're all disgusted by the service I received. Yes, I made late payments. However, my loan payment was PAID every month. I did not expect them to pay the entire remaining amount, but they didn't even pay $1. Roadvantage claimed our insurance company paid more than what our loan SHOULD HAVE BEEN AT. Roadvantage claimed that due to late payments (that we always paid) our remaining loan amount was higher than it should have been. This makes zero sense being that I always paid my minimum payment. Roadvantage screwed my wife and I over. ************* is supposed to protect the loan owner. However, Roadvantage did the exact opposite. We're now stuck with a loan for a vehicle we no longer have. All consumers should know about this and be informed.

  

  Business Response

  Date: 03/22/2024

  Hello ******************,

  We understand and regret your circumstance. However, some of your payments were late or skipped, reducing the amount that would have been applied to reduce the outstanding balance. GAP is not designed to cover skipped or late payments. Please see the language on page one of your GAP Waiver Addendum:

  ANY FAILURE TO MAKE TIMELY PAYMENT UNDER THE ***** OF YOUR FINANCIAL AGREEMENT MAY TERMINATE THIS GAP WAIVER.

  Please also refer to this contract language on page 2:

  Financing Contract Balance means the amount owed by You to pay off the outstanding Financial Agreement account as of Date of Loss, as represented by the portion of Your unpaid balance according to the original payment schedule. This amount shall not include any and all unearned and/or future interest charges, finance charges, late charges, Delinquent Payments, deferred payments, etc.

  We are denying this claim based on the above contract language. Please let us know if you need any other information.