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:01/18/2025

  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 have a warranty with nobolis. My engine locked up on or around November 5th. I myself and the auto repair shop I have it at have been calling emailing and whatever we can do to get my van fixed. The warranty company nobilis have been giving all of us the run around. They dont call back they dont reply to emails and my van needs to be fixed! Can you please help me get my van fixed and this issue resolved.

  

  Business Response

  Date: 01/22/2025

  Thank you for sharing the customers request for assistance with her mechanical claim. We have reviewed the notes on her claim and are still awaiting contact from the repair shop to move the claim forward.
  
  The customer initially submitted a claim request on 12-5-2024 for an issue with her vehicles engine. We provided instructions on having the vehicle towed to a dealership or licensed repair facility and directed her to have the repair shop assisting her contact our Claims team to initiate the claim. We also asked the customer to provide vehicle maintenance records, per the requirement in her service agreement, and have yet to receive them.
  
  We did receive a repair estimate by email from the shop on 12-9-2024, however it did not include the diagnosis or any information identifying the shop (name, address, phone number). We responded to the email asking for a call back but have not heard back. On 12-11-2024, we received a follow up email from the customer, and we replied again requesting that the shop call our Claims department. The customer contacted us again on 12-19-2024, at which point we reiterated our request for the repair shop to call our Claims department.
  
  Once we receive a call from the repair shop, we would be happy to move forward with the claim. The repair shop can contact us at ************ or email **************************************************** to schedule a call.

  Customer Answer

  Date: 01/23/2025

  The repair company ****** *********** has sent maintenance records and the cause of the problem. This company is dragging their feet and I told them when I filed the claim I had already had it towed to a licensed repair facility and they sent maintenance records I will have them call and send the information again. Again there is no excuse for their long awaited response.  Thank uou

  Customer Answer

  Date: 01/24/2025

  I am rejecting this response because:   

  The repair company ****** *********** has sent maintenance records and the cause of the problem. This company is dragging their feet and I told them when I filed the claim I had already had it towed to a licensed repair facility and they sent maintenance records I will have them call and send the information again. Again there is no excuse for their long awaited response.  Thank uou

  

  Business Response

  Date: 02/07/2025

  Under the terms of the customers RiskGuard vehicle service contract, the customer is required to maintain the vehicle per the manufacturers guidelines outlined in the owners manual. We have repeatedly requested documentation of the proper servicing of the vehicle from the customer and the repair shop but have only been able to verify a portion of the maintenance performed on the vehicle. Maintenance records have not been provided prior to 9/1/2023 when the vehicle was serviced at ****** miles on the odometer. 
  
  Following is an excerpt of the customers contract outlining the owners responsibilities: 
  
  ROLES AND RESPONSIBILITIES 
  
  You must follow all maintenance schedules in accordance with Your Vehicle manufacturer's recommendations as outlined in the Owners Manual for Your Vehicle, based on Your individual driving habits and climate conditions. Failure to follow the Vehicle manufacturers recommendations that apply to Your specific conditions may result in the denial of coverage. You must keep and make available verifiable service/purchase receipts (indicating dates, mileage, types of services performed, and a description of Your Vehicle) which show that this maintenance has been performed within the time and mileage limits required. 
  
  You are responsible for authorizing any teardown or diagnosis time needed to determine if Your Vehicle has a Covered Breakdown. If it is subsequently determined that the repair is needed due to a covered Breakdown, We will pay for appropriate diagnosis time (as determined by nationally recognized labor time guides). If the failure is not a Covered Mechanical Breakdown, then You are responsible for this charge. 
  
  Although we are awaiting the additional maintenance records from the customer, we did authorize the repair shop on 1/31/2025 to tear down the engine to properly diagnose the cause of the failure after they have obtained permission from the customer. Once they have identified the root cause of the failure and the extent of the damage, the shop has been instructed to contact us so we can send an inspector to verify the diagnosis, per our standard claim adjudication process.  

• Initial Complaint

  Date:06/26/2024

  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.

  I purchased a warranty through ****** when I purchased my car. The warranty is for windshield replacements for cracks and rock chips. I had my first windshield replacement in June of 2023. I had no issues then and the process was easy and smooth. I called to get my second windshield replacement this June because it got a rock chip and instantly cracked. When I called to file the claim, they informed me that I could not get my windshield replaced because my first windshield replacement didn't have nanotech on it. They were the ones to set up the last windshield replacement so if it was required why wasn't it automatically applied? I followed the instructions given to me by the company to the letter and they never said anything about it during the first claim process. The lady I spoke with laughed when I asked why I wasn't told about applying the product and said we aren't required to tell you it's in the language of the contract. IE the contract I received nearly four years ago and is several pages long of complicated legal language. The whole process is a scam to get out of replacing the windshield a second time. When I called the dealer I purchased the car from they said they had had several other complaints about the same exact issue and had had several poor reviews by their customers for **********************. The nanotech doesn't even prevent rock chipping so it makes no difference in the current problem of having a cracked windshield. It is also rather convenient for the company that the product that is "required" for a second windshield replacement is their product. Overall the company is doing a money-making scheme that allows for their product to be used and not follow through on their warranty.

  

  Business Response

  Date: 07/05/2024

  Thank you for sharing the customers experience and providing the opportunity to respond. We have reviewed the notes on her claim, along with the recording of her interaction with our claims specialist.
  
  The customer purchased ********************** Windshield Protection, a product warranty covering the treatment of her vehicle with NanoCure Windshield Protectant. The protectant is applied to the exterior of the front windshield to improve visibility and reduce glare and help prevent small cracks, stars and chips caused by road hazards or debris. The product warranty provides for repair or replacement of the windshield in the event the protectant fails to prevent damage to the windshield, and benefits are available one time per year (365 days) during the 5-year term.
  
  When a windshield repair is insufficient to address the damage, a replacement may be authorized. Per the warranty,if a windshield is replaced, the customer is responsible for reapplying the protectant to the new windshield to enable continuing coverage under the warranty. Without any reapplication of the protectant, the coverage under the product warranty is void.
  
  According to our records, the customer purchased ********************** Windshield Protection on 3-06-2021 and filed a windshield repair claim on 1-24-2023 and a windshield replacement claim on 6-23-2023, both of which were covered under her warranty. She subsequently filed another replacement claim less than a year later on 03-22-2024, and the claim was denied because the damage occurred less than 365 days since her last replacement. The customer called again on 06-25-2024 to file another windshield replacement claim. When asked if she had the protectant reapplied to her windshield after the first replacement as required in the warranty, she replied that she had not. We, therefore, denied the claim and explained that once she had replaced the current windshield, we would ship her product to apply to her new windshield to reactivate her coverage.
  
  Numerous customers have successfully filed ********************** for multiple windshield replacements and have enjoyed continuing coverage. We have a history of high customer satisfaction, as highlighted by favorable reviews of our protection programs and the claims process, but we do recognize that misunderstandings can occur. We encourage the customer to contact us again once she has replaced the untreated windshield, so we can direct her on reapplication of the windshield protectant and continue coverage through the end of her warranty term.

  Customer Answer

  Date: 07/11/2024

  I am rejecting this response because:   When I specifically asked if there was anything else I needed to do when I replaced my windshield the last time your customer service told me no. When I called back to replace my windshield a second time your customer service said they are not required to inform me of the fact that the first windshield needed to be protected with nanocure. What I am complaining about is your companies lack of transparency through the process so that you can void peoples warranties. If you have so much success with your replacements why is it when I called the dealer who I purchased my car from that the immediately knew who held my warranty and what the issue is ? I sincerely hope that you lose your contract with ******. 

  there were multiple instances that you could have told me about the nano cure you elected not to. 

  You arranged everything for the previous window replacement and didnt have the company automatically apply the product 

  you are a terrible company who is out to steal money from people 

  

  Business Response

  Date: 07/12/2024

  We reviewed all three recorded interactions between the customer and our ********************** professionals. During the first call, once the claims representative qualified the type and location of the damage, the customer was provided with a contact to repair her windshield and told that the technician would replace her windshield if it could not be repaired. There was no other interaction or questions from the customer about the process or anything she needed to do if the windshield was replaced. A windshield replacement was subsequently performed by the technician and the claim was closed.
  
  During the second call,the customer initiated a windshield replacement claim, which our claims specialist denied since her coverage allowed for only one replacement per 365 days. She was told she could open the claim again once the time period had passed. The claims specialist clarified that the customers coverage was available until ************ that she could repair her windshield as many times as necessary, but only replace the windshield once per year.
  
  The last interaction occurred when the customer called to open a new windshield replacement claim.Our claims specialist told the customer she would need to send a photo of the damage along with documentation showing proof of reapplication of NanoCure following her previous replacement, at which point she objected. The customer said she was never told to reapply the protectant and inferred she had not read the warranty. Our specialist explained that this replacement would not be covered without documentation but that once the customer had replaced the windshield on her own, we would be happy to provide supplies to reapply the protectant, ensuring continued coverage.
  
  When the customer purchased the ********************** Windshield Protection at the dealership, she signed the Purchaser Acknowledgement section of the product warranty asserting My signature below indicates that I have read and agree to all the terms and conditions of the Limited Warranty. The terms and conditions outlined in the product warranty are designed to provide clarity around coverage and benefits, exclusions to the coverage, and the process for opening a claim. It is the buyers responsibility to review all documentation related to the purchase.
  
  The customers warranty has not been voided and is available to her for future windshield repairs and replacements through the end of the term she purchased (3-5-2026). She simply needs to return to the dealership where she purchased the product or contact us to request reapplication supplies to retreat her windshield after she installs a new one. Coverage will continue from there.

• Initial Complaint

  Date:05/26/2023

  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.

  Brought my vehicle in for hail damage repair. They damaged the roof racks while in the process of repairing the dents, saying thats just how Toyotas are built.. its a brand new vehilce i soent $60,000 and id never once moved the railing. They admitted to this when I picked up the vehicle and said they would submit a claim to repair it. They never contacted me again and I had to go through the insurance company to get a response. They said the damage was there previously, but the video they submitted was after the rails had been moved. They ADMITTED this to me when I picked up the vehicle, and now I realize they did this simply to get me to sign off and leave so they could lie about the claim to insurance and avoid any accountability for their actions.They are deceitful and have no integrity and also lied about a supplemental claim for additional damage simply to put more money in their pockets at the expense of my insurance.These people are explotive and not fit to have the vendor contract they do with progressive. I did absolutely nothing wrong and was very polite about the substantial damage left on my vehicle. They still refuse to contact me. I'd like a formal complaint to be filed against them and I will be taking them to small claims court for the damages.I can't believe there are people who make their living taking advantage of others with no accountability for their actiona or incompetence.These people need to be held accointable for lying straight to my face and damaging my vehicle.

  

  Business Response

  Date: 06/07/2023

  Thank you for allowing us to address the customers hail damage repair experience. Following the completion of the hail damage repair, we submitted a supplemental claim at the customers request regarding his concern with the rack rail. This supplemental claim was denied by the customers insurer, who determined that there was no issue with the rack rail related to the initial hail damage or our repair. To find a common-ground solution with the customer, we followed up with the insurer, who agreed to cover the installation of a new rack rail as a goodwill gesture. The insurer has since informed us that the customer made an appointment at the dealership of his choice and that the new rack rail installation was paid for and completed last week.