ComplaintsforNational Administrative Service Co., LLC

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a “Bumper to Bumper””Elite” Warranty, with Endurance Warranty in 2019. My F150 experienced a bearing failure on 6/5/23, resulting in a tow to the dealership. After 3 months of no communication from Endurance, they finally asked for service records to get the repairs initiated. These were given. I was then told they would only pay $5,500 for all repairs. The engine repair is $11,500. That $5,500 is pretty close to what I paid for the warranty. After reviewing our contract, the only mention to capped payments, refers to the trade-in value of the vehicle at time of breakdown(Per NADA, JD Power). This came out to $21,000 in great condition, $12,500 in bad condition. Meaning the lowest they go is $12,500. I have called endurance 37 times, emailed constantly, begged with the customer support team to help. And, nothing. I was given a number to the Parent Company “National Administration Services” which gets a number that’s out of service. I’ve retained Legal Counsel, to hopefully have this company do what I paid them for. But, as of now, I just ask that nobody else does business with this group. Because, it seems like a scam to me. You can’t pay $809 for an engine replacement, when the customer is on the hook for $6500 + $5000 for the initial warranty costs

  Business response

  12/19/2023

  Endurance is simply the selling agent for this contract. The administrator is DKP Administration, Inc. d/b/a Consumer Care Direct. This means that DKP Administration, Inc.?is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims.? 
  
  Please forward this complaint to DKP Administration, Inc: 
  DKP Administration, Inc. [d/b/a Consumer Care Direct] (****************) 

  Business response

  12/23/2023

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

  Complaint is not for Gold Key Warranty, LLC dba Consumer Care Direct, this complaint belongs to NASC in Dublin, OH.

  I respond for both companies but need this complaint to be transferred to NASC file.

  Thank you,

  ****

  Customer response

  01/08/2024

  Greetings,
  
  I’m reaching out because I am currently trying to make a company follow the parameters of their own contract. This has been a complete failure, due to the company sending out a pretty generic response to the complaint I have. I don’t believe this business will ever live up the contract we signed, so I’m wondering if there’s a next step in getting a proper response from this business?
  
  I’ve attempted to call them to no avail, sent all proper documentation as requested etc. And am still being denied the full amount of coverage that was mutually agreed to. This regards an aftermarket vehicle warranty company, that is only covering roughly 1/3 of what was expected. 
  
  Any guidance would be greatly appreciated.
  
  Kindest Regards,
  
  ******* ******
  Complaint I’d: 21028022
  ###-###-####

  Business response

  01/14/2024

  NASC reached out to vendors and found a used engine is available, contract stated that used parts can be used. ****** ****** claim is APPROVED for $5,483.85 after customer $100.00 deductible. Customer can use amount towards the repair for new engine or customer or shop can purchase used engine that are available from salvage yards.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 13/2023 I had some car repairs that are covered under my warranty that I purchased. The warranty company told me to email them the information in order to get reimbursed they have not responded I have sent two email and nothing. The work that need done was to fix the HVAC blower motor. Which is covered under my warranty. The policy clearly state that I will reimburse me for cover repairs. The repair in question is listed on page 5 under electrical. The amount of the repairs is $348.89

  Business response

  12/11/2023

  ********* is simply the selling agent for this contract. The administrator is ************. This means that ************ is responsible for the approval or denial of claims, and ********* plays no role in the administration of claims. 
  
  Please forward this complaint to ************
   Allegiance Administrators [d/b/a ************] (****************)

  Business response

  12/16/2023

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

  We have received customer information for reimbursement, claim was started on December 04, 2023 for customer reimbursement. We sent email to customer to verify customer home address so we can issue check and mail to correct address. **** Dickerson needs to send email to ******************** with his current address. Once we receive email with customer address check will be issued for customer reimbursement and mailed to customer.

   

  Thank you,

  ****

  Customer response

  12/16/2023

  [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. assuming the business does in fact follow through and send me the check. As i did not get a email from them asking for my address. I email them the correct address. and will be waiting for them to follow through. 
  Regards,
  
  **** *********

  Customer response

  01/03/2024

  '**** *********' via Dispute Resolution - Shared Inbox <disputeresolution@centralohio.bbb.org>
  Sat, Dec 30, 2023, 5:26 PM (4 days ago)
  to disputeresolution@centralohio.bbb.org
  
  I want to reopen this case. The company that I filed a complaint against said that they would send me a check if I emailed them with my address. I emailed the company on 12/16/2023 with my correct address and due amount. They never responded and never sent me a check. Their response was just a smoke screen to get the case closed. 
  
  Thanks
  **** *********
  ###-###-####
  
  *** ********** ******* *** *** ******* ** *****

  Business response

  01/04/2024

  Hello,

  Check was mailed on December 20, 2023 , check number *****, check was mailed with US postal service. 

  Customer response

  01/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20986958
  
  I am rejecting this response because: 
  The check never arrive. This is just a ploy to stall the process. 
  Regards,
  
  **** *********

  Business response

  01/14/2024

  Hello,
  Check was mailed on December 20, 2023 , check number *****, check was mailed with US postal service. Customer can call ###-###-#### and adjuster will help with explanation when check was mailed.

  Customer response

  01/17/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20986958
  
  I am rejecting this response because: The check was not sent. I called the number in question and talked with Atonya and Jeff from claims and they are telling me that they are not going to pay the full amount of the claim becasue they require the mechanic to use part that he may not have access to. it says no where in the contract that the mechanic has to use parts that from a specific supplier. it only state that they may be used, remanucatured or new. it does not specify where they are required to get the parts. Jeff in the claims deptarment that i talked with could not show me where in the contract theat it says the repair facility has to use parts from a specific supplier. 
  
  Regards,
  
  **** *********

  Business response

  01/20/2024

  Hello,

  Customer contract states that aftermarket parts can be used, when customer submitted claim for reimbursement the repairs were already completed. NASC process claim pricing aftermarket parts and verify labor using national labor guide per term and condition of customer contract. The contract approved reimbursement amount per terms and condition of customer vehicle service contract. NASC could have DENIED reimbursement because contract states if repairs completed without prior authorization, repairs will be denied. NASC has approved and mailed customer reimbursement check for amount per terms and condition of customer vehicle service contract.

  Thank you,

  ****

  Customer response

  01/25/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20986958
  
  I am rejecting this response because:  The shop that I used refuses to use ********* Warrenty services because when they call ********* Warrenty services makes things so difficult to work with that it’s a waste of the shops time. So I had no choice but to submit the claim after the repairs were made. The check needs to be for the full amount. I will not accept anything less. I don’t care how long it takes. The contract says that I can use any certified mechanic but when they refuse to call Endrance warranty services because they are unprofessional with the shop itself. ********* has broken the contract by not working with the shop that I’m allowed to use per my contract. So they can pay for my repairs or reimbursement me for my entire contract. 

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

  Business response

  02/04/2024

  Hello ******,

  Customer contract states:

  Obtain Claim Authorization From the Administrator – Prior to any repair being made, instruct the service manager at the Licensed Repair Facility to obtain an authorization forthe Claim. Any Claim for repairs made without prior authorization will not be covered.

  Emergency Repairs – Should an emergency occur which requires a Breakdown repair to be made at a time when the Administrator’s office is closed, You must call the Administrator’s office the next business day after the date of repair to determine if such repair will be covered. If it is determined that the repair is to be covered by this Service Contract, You will be reimbursed for the repair. Reimbursement is based on the Manufacturer’s Suggested Repair Price for Parts and the labor is based on a nationally recognized labor manual.

  Customer vehicle service contract is paying all it can per terms and condition of customers contract. If customer shop does not want to call claims department to start claim this is not considered an emergency repair. All future repairs will need to be called into claims department, if customer shop does not want to work with ********* then customer will need to find another repair facility.

  NASC will not issue any other reimburesment to customer without claim being started by claims department and claim has be authorized by claims department.

  Thank you,

  ****

  Customer response

  02/07/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20986958
  
  I am rejecting this response because: ********* is breaking the contract. I should not have to switch from a mechanic that i trust because that mechanic refuses to work with ********* becasue the make things so difficult for that mechanic to do his job. Thier is nothing in the contract with ********* that says that i have to use a specifc mechanic other than the fact that they are certified which my mechanic is. 
  
  Regards,
  
  **** *********

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 09/04/23, I had an appointment with Patriot INFINITI of Merrillville to have my car serviced at 9:00 AM CST. My contact representative at Infiniti was Jake Murphy. My car was received, and I gave my car warranty information so that a claim could be filed. I was contacted by Jake on 09/05/23 at 3:44 PM. I was told that I would need a new Transmission and CV joint, which is covered under my warranty with Endurance. I was also told that a maintenance log was needed for my car for the past 2 years. That maintenance log included oil changes and Transmission maintenance. I still do not understand why oil change maintenance logs were needed since my issues weren't related to my engine but my Transmission. On 09/06/23, I gathered all my maintenance for the past two years. I was even provided a service document of when my Transmission was replaced and the mileage & year that it was performed. At 9:35 AM CST I reached out to Endurance Claim support and spoke with a person named Dave. I was instructed to provide a vehicle maintenance history report from the last 2 years. I was told that the person handling my claim was ******* ******. I asked for his email address and attached my logs and receipts for purchases that pertain to my vehicle. I also included in an email Jake Murphy from Infiniti. I asked ******* to please confirm that he received my message and let me know if anything else is needed in this process. I never heard back from *** ******, but I noticed that the company that answered my call wasn't from Endurance but from another company. I was contacted today by Jake on 09/11/23 and was told that my maintenance didn't have anything for 2023. My car doesn't have enough miles to document maintenance for 2023 because it's hardly driven. Last maintenance was 199.562, and my car has 203,152 miles on it. I found out that my warranty was sold to Autobanc. I'm still waiting with no car but with all the provided information that was requested.

  Business response

  09/17/2023

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

  AutoBanc is not the seller of this contract, this complaint needs to be filed with NASC. I handle response for both companies, I will respond but wanted to get this filed correctly.

  *** ******* claim was proceed within reasonable ***e for Transmission concern. Customer claim was approved on Thursday 9/14/2023.

   

  Thank you,

  ****

  Customer response

  09/21/2023

  *** J ******* <rj*******@gmail.com>
  Attachments
  Sep 18, 2023, 8:08 PM (3 days ago)
  to disputeresolution
  
  Hello ******, 
  
      Thank you for your response.  I respectfully Reject the Business Response due to **** not mentioning when the claim process had started (which was Monday 09/04/2023) and mentioning a claim approval date of Thursday 9/14/2023 does constitute a reasonable ***e frame for this matter.  Also, **** failed to mention that my claim was approved at an adjusted cost that is not stated in my Warranty contract.
  
  There are multiple companies involved when making this claim and it is a challenge to provide accountability for those parties involved which makes this even more suspicious.  
  
  Attached is an email from ******* Fender on Friday 09/15/2023 at 10:41 PM from Renascent Protection Solutions to Jake Murphy at Infiniti.  To my knowledge, it is **** who makes the final approval, and this approval was sent to ******* Fender tfender@rps-tpa.com who stated the following:
  
  "After review of this claim, I have issued the attached authorization for repairs. This is a max dollar amount of participation based on the actual cash value of the vehicle and limit of liability per the terms of this contract."
  
  Please note that I had to call multiple numbers to get a hold of what was happening.
  
  ·  The claims adjuster, *** Fender, stated to the Infiniti representative that they authorized a maximum dollar amount of $ 1,000 towards repairing my 2007 Nissan Al***a based on the cash value of my vehicle and the limit per the contract terms.
  
   
  
  ·   They asked for unnecessary maintenance documentation for my engine, but the transmission was in need of replacing.
  
   
  
  ·   I had all the maintenance documentation, and they still gave the Infiniti representative Jake a hard ***e.
  
  
  
  ·  They sat on this claim for two weeks before sending a final conclusion.
  
  
  
   
  
  
  
  They did not intend to provide the service I paid for from the beginning of this process.
  
  I had to pay a diagnostic fee of $190 to the Infiniti repair facility since the claim adjuster said they would only pay $1,000 for my repairs.  I had to retrieve my car and start this appeals process eventually.
  
  Based on my contract, multiple complaints from customers (****************) and speaking with my attorney, they cannot adjust what is allowed based on an actual Cash value.  The ACV term is defined but not applied with no context in my contract whatsoever.  The coverage provided is based on the limit of liability section of my contract, which states:
  
  "Replacement parts may be new, remanufactured, or of like kind and quality. Reimbursement is based on the Manufacturer’s Suggested Repair Price for parts and the labor is based on a nationally recognized labor manual."
  
  To also add:
  "Our total Aggregate Limit of Liability for all Claims paid or payable during the term of this Service Contract shall not exceed a total dollar amount of ten thousand ($10,000) dollars."
  
  This is a situation where misdirection is applied to shift the blame to other parties involved to prolong this issue.  From what the Infiniti rep told me, they also suggested purchasing the parts from a junkyard.
  
  Also attached is the actual cost of the Transmission and CV joints/Axle replacement from the Infiniti dealer (See Attached):  
  
  CVT Transmission: $5,644.54
  Right Front CV Joint & Axle: $1205.99
  
  Since this also involves my son based on his "Special Needs," and he depends on me for transportation, this will not fare well for whatever companies are involved in the terrible experience.  Please let me know if you have any questions in this matter.  My main concern is making sure this doesn't happen to anyone else.
  
  Thank you,
  
  *** *******
  

  
  

  Customer response

  10/17/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20588417
  
  I am rejecting this response because: 

  This is a response that is repeated over and over again.  **** is only stating definitions and applying that definition to what narrative he wanted to apply to my case.  My contract and my plan (Gold) is NOT determine by the Actual Cash Value (ACV).  I have asked for **** or whoever to show me in my contract where the Actual Cash Value (ACV) is applied.  Unfortunately is it not and other who have reviewed my contract on a legal platform would agree.  This is an Endurance Contract taken over by a lesser reputable warranty company.  Even Endurance has stated that they not reviewing or applying the contract.  

  Not being specific is ignorant and not being able to show the actual page or line that this "Definition" is applied is sad in itself.  Please have **** or whoever show that actual context of my contract where this is applied and not repeating some foolish stated definition that has been the common response with the less reputable company he represents.  **** cannot apply a definition to the terms of my contact with specific context to make up a excuse not to honor my contact.  If they can't point our the actual line on where the definition is applied in context on my contract, then it's just documentation on this company not honoring what was paid for,

  Stating a definition from a contract and not showing where in context it's applied not smart.  Especially if other have pointed out that my contract is valid and this company had no to intentions from the begining of this claim on honoring this.  This is just a paper trail for my documentation on how this process is done and their less reputable response.  I can't believe the BBB is allowing the same answer to be made in several attempts without showing where in context that is applied in my contract..

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

  Business response

  10/25/2023

  Upon review of ***mond *******’s file, it is noted that he has reached the limit of his contractual benefits. Mr. *******’s contract limits the aggregate benefits any contract holder can obtain at the Actual Cash Value (“ACV”) of their vehicle. In this instance, Mr. ******* has reached the ACV limit of the contract benefits and has no more benefits available under the terms of the contract. 

• Initial Complaint

  05/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After paying $99 every month in the total of $3700 over 3 years they didn’t respond to my claim about a covered electrical issue for over 2 weeks. When they finally denied it they have zero reasons why. It was an electrical issue which was supposed to be covered and they still didn’t. From the other complaints this is a normal practice for them. It’s illegal.

  Business response

  05/19/2023

  Endurance is simply the selling agent for this contract. The administrator is DriveProtect. This means that DriveProtect is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims. 
  
  Please forward this complaint to DriveProtect
   Allegiance Administrators [d/b/a DriveProtect] (****************)

  Business response

  05/29/2023

  Dear ****** *****,
  
  This message concerns complaint ID 20077465 that **** ***** sent to BBB on 5/19/2023.
  
  **** ***** shop called in to start claim on May 10, 2023:
  
  Complaint: No start / no crank
  Cause: Shop found electronic lock module has power and ground / internal short found in electronic steering lock module
  Correction: Need to replace steering lock module
  
  NASC reviewed the claim and determined that part is not listed for coverage per terms and condition of customer Vehicle Service Contract. **** ***** purchased Diamond level contract which is a comprehensive Service Contract. This means parts must be listed for coverage per customer Vehicle Service Contract. Claim was processed in timely manner by NASC standards.
  
  Steering Lock Module – Part Not Listed for Coverage this is why claim was DENIED.
  
  
  Currently NASC has DENIED the claim within the terms and conditions of the customer Vehicle Service Contract. NASC provided excellent customer service to customers and repair facilities. NASC apologizes for any inconvenience this has caused.
  
  
  Thank you,
  
  **** ******* *****
  Director, Claims
  Cell: ###-###-####
  ****************

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a drive train warranty from Endurance in July 2020. My vehicle experienced a catastrophic engine failure in April 2022 within the warranty period. A certified technician was paid to remove the engine and perform a teardown inspection per the instructions from Endurance which I paid for out of pocket. The claim was approved and Endurance agreed to pay the technician for the repair, however the claims adjuster only authorized $5,235.40 including a used engine cost of $2,500 for the repair out of a possible $10,000 maximum amount. I contacted Endurance and spoke to a gentleman name Parm who stated the amount was final, however after researching car-part.com as he stated, no such engine was found at that cost. The minimum cost for the parts required for this repair begin at $11,000. I verified each listing on car-part.com by calling each location that had parts matching what was required. Of the six listings; the first 2 engines sold for over $10,000 each per the listing parts company. The third engine was involved in a fire and was listed at $5000. The fourth and fifth listings were only engine components which did not meet the repair requirements or the amount Endurance was quoting. Internet searches confirmed that no engine fits the $2,500 amount that Endurance has quoted. Per the contract Item II. Schedule of Coverage: We (Endurance) will pay or reimburse You for Reasonable Costs to repair or replace any Breakdown of a mechanical part or component (Covered Part(s)) listed below, less any Deductible(s) You are required to pay, in accordance with Section IV. GENERAL PROVISIONS contained in this Service Contract. Given that no such part exists at the amount they are indicating, they have failed to meet their own "Reasonable Costs" requirement per the contract. A copy of the contract and all available used engines is attached for reference.

  Business response

  05/18/2023

  Endurance is simply the selling agent for this contract. The administrator is DriveProtect. This means that DriveProtect is responsible for the approval or denial of claims, and Endurance plays no role in the administration of claims. 
  
  Please forward this complaint to DriveProtect
   Allegiance Administrators [d/b/a DriveProtect] (****************)

  Business response

  05/29/2023

  Dear ****** *****,
  
  This message concerns complaint ID 20071952 that ******* **** sent to BBB on 5/18/2023.
  
  ******* **** shop called in to start claim on April 26, 2022:
  
  Complaint: No Power
  Cause: Shop found mis-fire bank 2 cylinder 5,6,7,8 – compression test 60 to70 psi – borescope done on all cylinders. Cylinder 5&6 walls have scoring, and 7&8 have normal wear and tear.
  Correction: need to replace engine
  
  NASC process and contract terms and condition state that customer needs to give shop authorization for teardown to cause of failure. shop called on 9/28/2022 with claim update” r/f called back and stated that valve covers are just removed .and that they can show damage by borescope to cylinders.”
  
  NASC claims department explain to repair facility that “per Parm Engine needs to be torn down to cause of failure, shown failure with bore scoop is not verifying cause of failure. Customer needs to authorize teardown to cause of failure and shop needs to email photos of engine torn down to cause of failure before we set claim for inspection.”
  
  One year later 3/20/2023 the shop called and stated that engine torn down to cause of failure, NASC set claim for inspection. When the inspection report was submitted back to NASC it was reviewed. Claims were approved with used engine from vendor, authorization amount of $5,135.40 (After $100.00 Deductible) is participation amount only. Used engines are available and for the price that is quoted in approval. Customer wants new engine or $10,000 pay out that is not the terms and condition of customer Vehicle Service Contract.
  
  
  
  
  
  
  Currently NASC has approved the claim within the terms and conditions of the customer Vehicle Service Contract. NASC provided excellent customer service to customers and repair facilities. NASC apologizes for any inconvenience this has caused.
  
  
  Thank you,
  **** ******* ***** ********* ****** ***** ***** ******** ****************
  

  Customer response

  06/09/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20071952
  
  Nothing the warranty company has provided in response to this claim is relevant other than the labor hours.  I am not asking for a new engine.  I am rejecting this response because the cost of a used engine is over $10,000.  The warranty company can not provide any documentation that a used engine for the amount they are quoting exists and I have provided proof of the actual value of the used engine, which is attached.  I consulted car-part.com and called the vendors listed where prices were not displayed as instructed by Parm at the warranty company.  The least expensive engine sustained fire damage and was selling for $5000.  Per the vendors, used engines for this vehicle that were listed already sold for over $10,000 as the market and the attached documents would indicate.  The warranty company is responsible for following their own contract where it states specifically that they will provide a repair for reasonable cost defined as follows direct from the contract:

  Reasonable Cost – Means the repair costs that are recognized locally and/or nationally for a similar repair.
  We may use published parts and labor guides to establish Our costs. The Administrator reserves the right to
  determine recognized labor manuals. The maximum hourly labor rate that We will pay shall not exceed what is
  usual and customary where Your Vehicle’s Breakdown occurred.

  We will pay or reimburse You for Reasonable Costs to repair or replace any Breakdown of a mechanical part
  or component (Covered Part(s)) listed below, less any Deductible(s) You are required to pay, in accordance
  with Section IV. GENERAL PROVISIONS contained in this Service Contract. Reimbursement amounts for
  replacement parts or components may be based on new, remanufactured, non-OEM or used parts, at
  Our sole discretion.

  The warranty company is in violation of the contract because they are responsible for providing a reasonable replacement for the engine.  A working engine for this vehicle in used condition does not exist for anything less than the maximum amount the contract allows.  The minimum cost to replace the engine of the vehicle with a used engine is $11,000.  This is $1000 over the maximum amount allowed by the contract, therefore the warranty company owes $10,000.

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

  Business response

  06/18/2023

  Claims were approved with used engine from vendor, authorization amount of $5,135.40 (After $100.00 Deductible) is participation amount only. Used engines are available and for the price that is quoted in approval. Customer wants new engine or $10,000 pay out that is not the terms and condition of customer Vehicle Service Contract.

*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. ↩