ComplaintsforAdvanced Protection Products International, Inc.

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this Gap warranty with the purchase of my vehicle in 2021. In May of 2024 my vehicle was totaled and I contacted my insurance, car warranty and gap to start their respective paperwork processes. APPI still has yet to pay their portion of whats left even though their website said it only takes a couple of days to process. Its been over 60 days since theyve had all of my paperwork. I reach out to them 2-3 times a week and all I hear is your case isnt processed yet and we have no update for you. Insurance and car warranty has completed their obligations in July. Yet Im still being charged for a car payment that was totaled in May because gap is prolonging the process. This process that they are doing isnt fair and not what their company portray the process will be while selling their warranty. The only remedy Im asking for is for them to process my claim so I can move forward and purchase another vehicle.

  Business response

  10/10/2024

  October 09, 2024
  ATTN: ****** ******
  BBB of ************
  ****************
  ******************-1005
  Re: Customer Name: ****** ********
  Complaint ID:    ********
  Claim Number:    2406-1289
  Dear ****** ******:
  Advanced Protection Products International, Inc. (We, Us, Our, or APPI) is in receipt of the complaint
  made by ****** ******** (the Customer) regarding a benefit request made under their Guaranteed Asset
  Protection (GAP) Addendum (hereinafter Addendum), which was purchased from Carfinity (the Seller).
  The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the
  difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date
  of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance
  Agreement with Navy ******************** (the **************** as a successor in interest. The Addendum is
  not an insurance or warranty. We serve only as the Administrator and are not a party to either agreement.
  After a complete and thorough review of APPIs records, we find that the Total Loss occurring on May 30, 2024,
  was reported to us on or about June 6, 2024. Between June 6, 2024, and August 1, 2024, documents were
  submitted to us. Once documentation was received, we placed the benefit request under review to be
  processed in the order received. However, when we reviewed the documents, we determined a discrepancy
  between the date of execution of the Addendum, and the Retail Installment Sale Contract (****). Per the
  terms of the Addendum, the Addendum and the **** must be executed on the same date. In this case, it
  appeared that the Addendum was executed on February 7, 2022, and the **** appeared to be executed on
  February 10, 2022. Because of the discrepancy, we requested a copy of the Buyers Order, which was received
  on September 30, 2024.
  The Buyers Order demonstrated that the Vehicle was indeed purchased on February 7, 2022, with the Finance
  Company listed. This confirmed that the Customer did not refinance, and the Addendum was still in effect.
  Therefore, we completed our review and authorized a waiver benefit of $6,706.12. This amount was calculated
  per the terms of the Addendum, and a complete breakdown of the waiver benefit is as follows:
  Payoff Balance as of Date of
  Loss $ 23,876.58
  The principal balance on May 27, 2024, the last payment
  date, plus $14.89 for 3 days of interest. This represents
  the Outstanding Balance, as defined by the Addendum.
  LESS *****************
  Carrier Settlement -$ 17,170.46
  The ***************** Carrier Settlement, which
  represents the Actual Cash Value as defined by the
  addendum.
  Total GAP Waiver $ 6,706.12
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $6,706.12. We will advise the *************** to waive
  the authorized amount. Any remaining account balance after the waiver is applied is the Customer's
  responsibility, pursuant to the Finance Agreement.
  I thank you for the opportunity to explain APPIs position in this matter.    If there are any questions, the
  Customer may contact me directly.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On 10/5/22 I purchased GAP protection for my vehicle for 995 dollars. When my car was a total loss I reached out to the company and was given very little I formation or help on how to proceed with my claim. After all the insurance documents were made available to me and they paid my lender, my lender went ahead and submitted all the info on the companies online portal. I had received no email or communication from the company and it wasn’t until 8/1 that my lender informed me I needed to sign one document. A GAP reporting form. I promptly went online and filled it out and was told I had missed the deadline and my claim was already denied. I believe this form is arbitrary and designed by the company to be forgotten about or missed so that they can deny claims. I reached out to the company and they were not helpful in resolving my didpute and promptly denied my appeal. Their online portal is also hard to use and I believe this is also intentionally done to make it difficult for customers and ultimately make it do they don’t have to pay claims.

  Business response

  09/03/2024

  Please see the attached response.

  September 3, 2024
  ATTN: ****** ******
  BBB of Central Ohio
  **** ****** ****
  Columbus, OH 43215
  Re: Customer Name: ******* ********
  Complaint ID:    ********
  Claim Number:    *********
  Dear ****** ******:
  Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) received the complaint made by
  ******* ******** (the “Customer”) regarding a benefit request made under their Guaranteed Asset Protection
  (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Concord Mazda (the “Seller”). The
  Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the
  difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date
  of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance
  Agreement with Ally Financial (the “Finance Company”) as a successor in interest. The Addendum is not an
  insurance or warranty. We serve only as the Administrator and are not a party to either agreement.
  After a complete and thorough review of APPI’s records, we find that the Total Loss occurring on March 28,
  2024, was not reported to us until on or about May 6, 2024. Documents were submitted on or around May 13,
  2024. However, not all required documents were received by the submission deadline. Per the Addendum's
  terms, the customer has 90 days from when the primary insurance carrier paid a settlement benefit. In this case,
  the insurer’s settlement check was dated April 22, 2024. This means the Customer had 90 days, until July 21,
  2024, to submit all required documentation. Our records indicate that our office did not receive a GAP Reporting
  Form until on or about August 1, 2024.
  Per our records, a GAP Reporting Form was mailed to the Customer’s address on file on or about May 6, 2024,
  when the Total Loss was reported, because we did not have an email address. An email address was provided
  when documents were submitted through our customer portal. Subsequent follow-up letters, sent around June
  6, 2024, and July 1, 2024, were communicated through that email address. In reviewing the benefit request, we
  have determined that the email address provided was not the Customer’s but that of a third-party servicer that
  the Finance Company utilizes. This means that the follow-up communications did not go to the Customer.
  While we understand that the Finance Company’s servicer provided most of the required documents, the
  Addendum clearly states that it is the Customer’s responsibility to ensure that all documents are submitted
  within the deadline. Please see SECTION 6 – BENEFIT REQUEST PROCEDURE, partially restated as follows:
  In the event that Total Loss involves settlement by the Primary Insurance Carrier, then You must
  submit the following documents to the Administrator within ninety (90) days of the Date of
  Settlement. Documents must be complete, unaltered and legible to be eligible for the
  processing of the benefit request.
  In this case, the Lender assisted the Customer in the initial document submission, which interfered with our
  standard notification processes. We can only assume, therefore, that the Customer was unaware of the missing
  GAP Reporting Form, which the Customer is required to obtain from us, until after the submission deadline.   
  In this case, we maintain that a denial of the waiver benefit is proper under the terms of the Addendum.
  However, in the interest of customer satisfaction, we have reviewed the documents submitted and authorized a
  waiver benefit of $3,756.43. We will advise the Finance Company to waive the authorized amount. Pursuant to
  the finance agreement, the customer is responsible for any remaining account balance after the waiver is
  applied.
  Thank you for the opportunity to explain APPI’s position on this matter. If there are any questions, the Customer
  may contact me directly.
  Sincerely,
  ******** ****
  ******** ****
  Legal Compliance
  Consumer Relations
  Email: *************************

  Customer response

  09/05/2024

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. Thank you so much for all your help!
  
  Regards,
  
  ******* ********

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was in an accident in 12/2023, filled all the necessary claim paperwork on time. They have mailed me something I needed to sign but unfortunately it was sent to the wrong address and as soon as I got the paperwork I submitted it right away, explained all this to customer service and since then they kept on telling me my gap insurance claim is under review and to keep on calling every week to put pressure on their review department. My credit score has been affected since then up until now, they give me the run around that my claim is still under review.

  Customer response

  08/13/2024

  ***************************** <********************************************;
  Attachments
  Aug 9, 2024, 1:54 PM (4 days ago)
  to disputeresolution
  
  
  
  
  
  This was the form that was mailed to me but delivered to the wrong address. There was no other communication from appi that this was the only form missing for my claim. I had called and explained this to them that my neighbor walked this form to my house and was delivered at ********************************************************************** while my address was ****************************************************************************. They then told me that they will make a not of this and push everything for review and it just stayed there everytime I call, it was the same answer. They even wanted me to call everyday so it will put push pressure on their review team
  
  As soon as I got this form, i sent this phot in the email where I could send it and signed up on their website and upload the file there which was april 30th.
  
  
  And this is what I see on my end when I view my claim online.
  
  Appreciate all the help I could get. Thank you.
  
  Best regards,
  *****************************

  Business response

  08/16/2024

  Please see the attached response.

   

  August 16, 2024
  ATTN: ************************;  
  BBB of ************
  ****************
  ******************
  Re: Customer Name: *****************************
  Complaint ID:    ********
  Claim Number:    2401-5988
  Dear *************************:
  Advanced Protection Products International, Inc. (We, Us, Our, or APPI) is in receipt of the complaint
  made by ***************************** (the Customer) regarding a benefit request made under their Guaranteed Asset
  Protection (GAP) Addendum (hereinafter Addendum), which was purchased from ********************** (the
  Seller). The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to
  waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as
  of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of
  the Finance Agreement with *********** Auto Finance (Ca) (the **************** as a successor in interest.
  The Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party to either
  agreement.
  After a complete and thorough review of APPIs records, we find that the Total Loss occurring on December 19,
  2023, was not reported to us until on or about January 28, 2024. At that time, we mailed a Reporting Form, a
  document required to be completed by the Customer and submitted, to the address on file. The Addendum
  requires that all required documents be submitted within 90 days of the date that the primary insurer paid a
  settlement. In this case, the settlement date was January 4, 2024, making the deadline April 3, 2024. Between
  January 28, 2024, and the deadline, we received all required documents except for the Reporting Form.
  On April 30, 2024, the Customer notified us that they had just received the Reporting Form from a neighbor who
  had received the mail in error. They completed an online version of the form on the same date. In reviewing the
  details, we have determined that the Customer showed a willingness to remedy the error as soon as possible by
  completing the Reporting Form immediately upon discovering it wasnt complete. While the ***************
  would be within its right to decline the waiver benefit because of the missed deadline, a waiver benefit will
  instead be authorized for $********. This amount was calculated per the terms of the Addendum, and a
  complete breakdown of the waiver benefit is as follows:
  Payoff Balance as of Date of
  Loss $ 27,468.67
  The principal balance, calculated as though all payments were
  made on time and in full per the terms of the ********************************** Contract  -$ 1,177.67
  Funds recovered by the Customer from the cancellation of a
  Service Contract.
  Outstanding Balance $ ********* The Outstanding Balance, as defined by the Addendum.
  LESS *****************
  Carrier Settlement -$ 21,004.14
  The ***************** Carrier Settlement, which represents the
  Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ ******** The benefit calculation according to the terms of the Addendum.   
  As stated above, a waiver benefit was authorized for $********. We will advise the *************** to waive
  the authorized amount. Any remaining account balance after the waiver is applied is the Customer's
  responsibility, pursuant to the Finance Agreement.
  I thank you for the opportunity to explain APPIs position in this matter. If there are any questions, the Customer
  may contact me directly.
  Sincerely,
  *************************
  *************************
  Legal Compliance
  Consumer Relations
  Email: *******************************************************

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/11/2023, my son drove off the road into a canal in a remote area. It was in the middle of the night and he left the scene due to being wet and very cold. My son returned to the scene in the morning and talked to the officer at the scene. The original police report does not have a driver listed, only me and my son as co-owners of the vehicle. Insurance paid a portion of the remaining balance on the vehicle and we have been waiting since January for APPI to pay the final amount of approximately $2995. Their issue is that no driver is listed on the police report and they continue to tell me that "underwriting" is reviewing the claim or doing some investigation. This has been going on for months and nothing is getting done by anyone. I cannot get past a first-line supervisor and even they are notoriously horrible at returning calls if I leave a message. I have been told "underwriting" does not take calls and that they will not call me to discuss this claim. The police agency (California Highway Patrol) will not modify their report, but I do not think APPI needs that information included on the original report if ************* was in place at the time of the accident. As long as the vehicle was not stolen, the driver at the time should not impact the claim. We are now behind on payments and our credit has been negatively affected.

  Business response

  08/16/2024

  Please see the attached response.

  August 16, 2024
  ATTN: *************************
  BBB of ************
  ************************************************************************
  Re: Customer Name: ***********************
  Complaint ID:    ********
  Claim Number:    2401-2519
  Dear *************************:
  Advanced Protection Products International, Inc. (We, Us, Our, or APPI) received the complaint made by
  *********************** (the Customer) regarding a benefit request made under their Guaranteed Asset Protection
  (GAP) Addendum (hereinafter Addendum), which was purchased from High Class Auto Sales (the Seller).
  The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the
  difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date
  of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance
  Agreement with ***************** In Folsom Ca (the **************** as a successor in interest. The
  Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party to either
  agreement.
  After a complete and thorough review of APPIs records, we find that the Total Loss occurring on December 13,
  2023, was reported to us on or around January 11, 2024. All documents appeared to be received by April 30,
  2024, and the benefit request was placed under review to be processed in the order that complete
  documentation was received. However, on review, we determined that the police report provided, a required
  document, was incomplete in that it did not include information regarding the driver of the vehicle. As such, we
  placed our review on hold for the Customer to provide a police report with the driver information.
  We understand that the Customer believes the driver information is irrelevant to the benefit request. However,
  the driver information is important because it reveals relevant details like whether the drivers license is valid,
  whether the driver is excluded under the insurance policy, whether the driver was cited for a driving infraction,
  etc., any of which could result in an excluded Total Loss scenario under the terms of the Addendum. To be clear,
  we are not claiming whether we believe such an exclusion may apply in this case; instead, we cannot make any
  such determination without the driver information.
  In this case, we have documented attempts to confirm such driver information but were unsuccessful.
  Therefore, because the requested information could not be obtained, we determined, on August 7, 2024, to
  proceed with the benefit review. We completed that review and have authorized a waiver benefit of $********.
  This amount was calculated per the terms of the Addendum, and a complete breakdown of the waiver benefit is
  as follows:
  Payoff Balance as of Date of $ ********* The principal balance, calculated as though the vehicle was
  Loss financed at 150% of the value on the date of purchase, and if all
  payments were made on time and in full according to the ************************************* Contract  -$ 527.01
  Funds recovered by the Customer from the cancellation of a
  Service Contract.
  Outstanding Balance $ ********* The Outstanding Balance, as defined by the Addendum.
  LESS *****************
  Carrier Settlement -$ 8,849.06
  The ***************** Carrier Settlement, which represents the
  Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ ******** The benefit calculation according to the terms of the Addendum.   
  As stated above, a waiver benefit was authorized for $********. We will advise the *************** to waive
  the authorized amount. As noted above, the Outstanding Balance was reduced by the financed amount of the
  vehicle being greater than 150% of the vehicle value on the date of purchase (the Loan-to-Value Ratio or
  ***). The Addendum only covers up to 150% of the *** on the date of purchase. No coverage is available for
  the portion above 150%. This limit is an explicitly stated term in the Addendum. Please see PAGE 1, ITEM 4, as
  well as SECTION 2 LIMITATIONS, ITEM 1 of the Addendum, restated as follows:
  I hereby acknowledge that:
  4. No coverage is provided for that portion of any deficiency resulting from the original
  amount financed exceeding 150% of the Vehicles Manufacturer Suggested Retail Price
  (MSRP) for new vehicles or 150% of the Vehicles National Automobile Dealers Association
  Official Used Car Guide (N.A.D.A. Guide) retail value for used vehicles on the Vehicle purchase
  date.
  SECTION 2 - LIMITATIONS
  1. No coverage is provided for that portion of any deficiency resulting from the original
  amount financed exceeding 150% of the Vehicles Manufacturer Suggested Retail Price
  (MSRP) for new vehicles or 150% of the Vehicles National Automobile Dealers Association
  Official Used Car Guide (N.A.D.A. Guide) retail value for used vehicles on the Vehicle purchase
  date.
  In this case, we determined the vehicle's value, using the JD Power Guide (please note that N.A.D.A. has merged
  with and into **************), to be $10,400.00 on the Date of Purchase. Therefore, the financed amount of
  $16,416.57 is *****% of the vehicle's value. However, the Addendum covers only 150% of the ***, or
  $15,600.00. Therefore, any current account balance resulting from the $816.57 of non-covered financing is
  deducted from the Outstanding Balance, as defined by the Addendum. Additionally, the Outstanding Balance
  may be reduced from additional amounts, such as past due amounts, late charges, and Delinquent Payments
  being added to the account. Please see the Outstanding Balance definition in SECTION 1 DEFINITIONS of the
  Addendum, restated as follows:
  Outstanding Balance - The amount in U.S. currency required to satisfy the Finance Agreement
  payoff as of the Date of Loss. The Outstanding Balance shall be determined based only on the
  amount You originally borrowed to purchase the Vehicle. Amounts added subsequent to the
  purchase of the Vehicle including but not limited to collateral protection insurance, unearned
  finance charges, rental expenses, taxes, Delinquent Payments, past due amounts, late charges,
  extensions of maturity, salvage, repossession expense, towing and storage are not included. The
  Outstanding Balance shall be reduced by any proceeds that can be recovered from the
  cancelling of any items, such as a service contract, credit insurance, or other similar items that
  were included in the Finance Agreement. In the absence of ***************** Carrier coverage,
  the Outstanding Balance shall be reduced by any costs incurred in obtaining an estimate for
  repair of the Vehicle. The Outstanding Balance, at the Date of Loss, shall be determined by the
  lower of (1) the Finance Agreement original payment schedule or (2) the Equal Monthly
  Installment Method. If additional collateral is secured under the Finance Agreement, the
  described Vehicle shall bear a proportionate share of the total Outstanding Balance (in
  proportion to the amortized amount You originally borrowed directly related to Your purchase
  of the Vehicle).   
  As stated above, the Outstanding Balance used in our benefit calculations reflects reductions for any financed
  amount not covered or amounts added after the amount initially borrowed per the terms of the Addendum. Any
  remaining account balance after the waiver is applied is the Customer's responsibility, pursuant to the Finance
  Agreement.
  Thank you for the opportunity to explain APPIs position on this matter.    If there are any questions, the
  Customer may contact me directly.
  Sincerely,
  *************************
  *************************
  Legal Compliance
  Consumer Relations

  Customer response

  08/19/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  *********************

• Initial Complaint

  07/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April 2024 my vehicle a Kia ****** was claimed as a total lost by the insurance company Liberty Mutual. Liberty Mutual forwarded a check to ******************* totaling $17K on 4/15. Around 4/20th I contacted Kia ******* to find out what has to happen next; they informed me that I needed to reach out to the *** claims agency. I reached out and was informed that they would send me a link to upload documents. I received the link and then started to upload the documents. They informed me that I had 90 days from the date of the check to complete the claim.Call number 1: I don't understand how I get some of the information - operator you have to go into the dealer ship to get the information; received information from dealership after a former complaint to the BBB Call number 4; I have uploaded all of the information anything else - no give us 3 days and we will process what you have uploaded Call number 7: we are still missing your full police report, I asked how am I supposed to know when documents are still missing, the operator "you have to call as you are doing now"Call number 8: we have not processed it yet so give us a call back in 7 days (around June 24)Call number 9: July 3: we are still processing all of your materials Call number 10: July 9 it looks like we have all of your materials Email July 12: we have your full police report and waiting on the ************************ tax refund from ** Call 7/16: you have to call the dealer to get the ************************ tax refund and we don't know if they will extend the 90 days pass 7/15...

  Business response

  07/26/2024

  Please see the attached response.

  Business response

  07/29/2024

  July 24, 2024
  ATTN: Trezon *****
  BBB of ************
  ****************
  ********************
  Re: Customer Name: ********************* and ***************************
  Complaint ID:    ********
  Claim Number:    2404-5987
  Dear Trezon *****:
  Advanced Protection Products International, Inc. (We, Us, Our, or APPI) received the complaint made by
  ********************* regarding a benefit request made under a Guaranteed Asset Protection (GAP) Addendum
  (hereinafter Addendum), which was purchased by ********************* and *************************** (together, the
  Customer) from Car *************** (the Seller). The Addendum is an agreement between the Customer
  and the Seller wherein the Seller agrees to waive the difference between the Outstanding Balance of the
  Finance Agreement and the Actual Cash Value as of the Date of Loss, subject to the terms and conditions of the
  Addendum. It is attached to and forms a part of the Finance Agreement with ********* Finance (the Finance
  Company) as a successor in interest. The Addendum is not an insurance or warranty. We serve only as the
  Administrator and are not a party to either agreement.
  After a complete and thorough review of APPIs records, we find that the Total Loss occurring on March 4, 2024,
  was not reported to Our office until on or about April 25, 2024. Between April 26, 2024, and July 12, 2024,
  documents were submitted to us piecemeal. Please note that submitting the required documents piecemeal can
  delay the processing time compared to submitting all the required documents in a complete and single
  submission fashion. In this case, we reviewed the benefit request once all documents were received and
  authorized a waiver benefit of $******. This amount was calculated per the terms of the Addendum, and a
  complete breakdown of the waiver benefit is as follows:
  Payoff Balance as of
  Date of Loss $ 18,356.71
  The principal balance, calculated as though all payments had been
  made on time and in full, per the terms of the ********************************** Contract  -$ 97.67
  Funds recovered by the Customer from the cancellation of a Service
  Contract, which are not covered by the terms of the Addendum.
  LESS Tire/Road Hazard
  Contract -$ 226.59
  Funds recovered by the Customer from the cancellation of a Tire/Road
  Hazard Contract, which are not covered by the terms of the Addendum.
  LESS Key Contract  -$ 170.62
  Funds recovered by the Customer from the cancellation of a Key
  Contract, which are not covered by the terms of the Addendum.
  Outstanding Balance $ ********* The Outstanding Balance, as defined by the Addendum
  LESS *****************
  Carrier Settlement -$ 17,259.29
  The ***************** Carrier Settlement, which represents the Actual
  Cash Value as defined by the addendum.
  Total GAP Waiver $ ****** The benefit calculation according to the terms of the Addendum.   
  As stated above, a waiver benefit of $****** was authorized. We will advise the *************** to waive the
  authorized amount. Pursuant to the finance agreement, the customer is responsible for any remaining account
  balance after the waiver is applied.
  Finally, the Customer references a ************************ tax refund in their complaint. We believe the
  Customer refers to a state sales tax applied when purchasing a Service Contract. Our understanding of the
  regulations is that a refund of such a sales tax is required when a refund of a Service Contract is given. In this
  case, the customer provided cancellation quotes for the Service Contract, Tire/Road Hazard Contract, and Key
  Contract, but those quotes did not itemize a state sales tax refund. However, not having the sales tax refund
  detailed does not prevent Us from completing a benefit review, which we have completed as detailed above.
  Thank you for the opportunity to explain APPIs position in this matter.    If there are any questions, the
  Customer may contact me directly.
  Sincerely,
  *************************
  *************************
  Legal Compliance
  Consumer Relations

• Initial Complaint

  07/15/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hello,My name is ********, and I am reaching out in regard to my total loss of a vehicle, not having the loan fully covered by the ************** per agreement upon loss. I have provided a breakdown of the cost including the amount due prior to the crash, the insurance payout, what part was covered by GAP, and also the amount still remaining that I think APPI should finish paying out for. You there are any questions to follow up with, I am happy to speak to someone personally, as well as provide additional loan and communications information, i.e.: bank statements, emails, etc.Thank you,***************************** **************. ******************* ***************************** Claim # GAP Benefit Request ********* ************************************* ************** ********************** Geico ************** **********************Advanced Protection Products International, Inc. ************* Total Left on Loan When Crashed- $21,229.27 *************** Payout- $14,061.74 ************* Payout- $4,764.35 Remaining Balance prior to me making personal payments- $2,403.18 Payments Personally Made by Me Towards Car Payment- $766.68 (2x payments of $383.34)Remaining Unpaid Balance on Account- $1,936.94 ******************** did not, but should have covered- $2,403.18

  Business response

  07/25/2024

  Please see the attached response.

  Business response

  07/26/2024

  July 25, 2024
  BBB of ************
  ****************
  ********************
  Re: Customer Name: *****************************
  Complaint ID:    ********
  Claim Number:    2404-2139
  Dear Trezon *****:
  Advanced Protection Products International, Inc. (We, Us, Our, or APPI) received the complaint made by
  ***************************** (the Customer) regarding a benefit request made under their Guaranteed Asset Protection
  (GAP) Addendum (hereinafter Addendum), which was purchased from ******************* ****** (the Seller). The
  Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the
  difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date
  of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance
  Agreement with **************** (the **************** as a successor in interest.
  Please note that the Addendum is neither insurance nor a warranty. APPI serves only as the Administrator and is
  not a party to either agreement. As the Administrator, we are responsible for collecting documentation related
  to the waiver benefit request, reviewing the documentation, and calculating a potential waiver benefit. As a
  member of our ***************** I have been asked to respond to the Customers complaint.   
  After a complete and thorough review of APPIs records, we find that the Total Loss occurring on March 12,
  2024, was reported to Us on or around April 10, 2024. Documents were submitted to Us on or around April 13,
  2024. We confirmed all documents were received on or about April 26, 2024, and submitted the benefit request
  for review to be processed in the order complete documents were received. Our records indicate that a waiver
  benefit of $4,764.35 was authorized on or around June 5, 2024. We advised the *************** to waive the
  authorized amount, which was acknowledged on or around June 21, 2024.
  In light of the complaint, we have reviewed our waiver benefit calculation and determined that a calculation
  error results in a supplemental waiver of $********. The miscalculation was due to a typographical error in the
  carriers settlement, typed as $15,061.74 rather than $14,061.74. Once corrected, the total waiver balance
  available to the Customer is $********. This amount was calculated per the terms of the Addendum, and a
  complete breakdown of the waiver benefit is as follows:
  Payoff Balance as of Date of
  Loss $ 21,306.09
  The principal balance on February 12, 2024, the last payment date,
  plus $96.82 for 29 days of interest. This is the Outstanding Balance,
  as defined by the Addendum.
  LESS *****************
  Carrier Settlement -$ 14,061.74
  The ***************** Carrier Settlement, which represents the
  Actual Cash Value as defined by the addendum.
  LESS Excess Deductible  -$ 1,500.00
  This amount represents the portion of the Customers insurance
  deductible exceeding the $1,000 deductible the Addendum covers.
  Total GAP Waiver $ ******** The benefit calculation according to the terms of the Addendum.   
  LESS Initial Waiver Benefit -$ 4,764.35
  The portion of the benefit already waived, as acknowledged by the
  *************** on or about June 21, 2024.
  Supplemental Waiver Benefit -$ ******** The supplemental waiver benefit.
  As stated above, a supplemental waiver benefit was authorized for $********. This supplemental benefit is
  authorized to correct a typographical error in Our initial benefit calculation. We will advise the ***************
  to waive the authorized supplemental amount. Please allow time for the *************** to apply the
  supplemental waiver benefit to the Customers account.
  Finally, we want to acknowledge that the Customer feels the amount to be waived should include the total
  $2,403.18 stated in their complaint. While a portion of the amount is available in the supplemental benefit
  detailed above, the remaining portion is likely due to the excess deductible. The Customers insurance
  deductible was $2,500.00, as demonstrated by the Estimate of Record prepared by the insurer and provided
  to Us by the Customer. However, the Addendum only covers the deductible up to $********. The Customer
  acknowledged this at the time of purchase through their signature. The relevant Addendum language is restated
  as follows:
  I hereby acknowledge that:
  5. This GAP Addendum does not apply to any ***************** Carriers deductible over
  one thousand dollars ($********) nor to any amounts not specifically covered under the terms
  and conditions of this GAP Addendum.
  As a result, We deducted $1,500.00, which represents the remainder of the deductible exceeding the covered
  $******** portion of the deductible. Any remaining account balance after applying the waiver remains the
  Customer's responsibility under the Finance Agreement.
  Thank you for the opportunity to explain APPIs position in this matter. If the Customer has any questions, they
  may email me directly.
  Sincerely,
  *************************
  *************************
  Legal Compliance
  Consumer Relations
  Email: *******************************************

  Customer response

  08/02/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21991474
  
  I am rejecting this response because: 
  BBC Dispute July 26,2024
  To Whom it May Concern,
  I, *****************************, do not accept this offer from Advanced Protection Products International, Inc.
  While waiting for my claim to process, which took about 4 months, I called this company many, many times, to check on my claim to make sure they did not need additional information from me. and to continue to try to gain as much information and knowledge about the process and what the expected outcome may be. Never in any of those phone calls was it mentioned that there would be a specific, or any, amount deducted from the payment towards my car. It wasnt until I called again to see why it was not covered in full, that only then did anyone mention additional deductibles to be taken out.
  When I asked someone to help me breakdown the remaining amount, I was unable to understand anything they were trying to say as it did not make sense, or add up. I asked to speak to directly with someone else, as the woman who at the time was trying to explain it, could not in a way that I was able to understand. When I asked to speak to someone else who may be able to explain it differently, in a way I might understand better, she said that she was the supervisor and thats she is the best that there was. Therefore,she refused to transfer me, causing a dead end on something I needed more understanding of.
  The only time someone gave me any sort of explanation about where the remaining amount of money owed is coming from, the ************* stated that is was because of missed payments on my loan. However, I checked with my bank directly, in person, and they checked my history and stated that that was not true or possible as my car payment was always on time. I would be happy to provide my bank statements as well as their phone number so that can be double checked.
  I would highly recommend asking to pull the phone call conversations, in hopes they are recorded.
  
  I have also reviewed my full paperwork many times over, that I signed with the dealership when I purchased the car and the *** insurance.The paperwork was all stapled together for me, and no matter how many times I go through the packet, I see nothing of the sorts mentioning a Less Excess Deductible.  Im half wondering if the
  Can you please provide proof of me signing that end of the paperwork, as I do not have that part in my agreement?
  
  Furthermore, I called Geico directly to gain an understanding of that
  $2,500 deductible with Geico car insurance.
  $1,500 deductible with APPI, *** insurance
  Then thats a total of a $4,000 deductible on my car? How does that make sense?
  As stated in the APPI dispute- LESS Excess Deductible -$ ******** This amount represents the portion of the ******************* deductible exceeding the $1,000 deductible the Addendum covers.
  However, I tried to call Geico to see what that means, and they also say they have no idea, nor have they heard of that before. They had no understanding, and again, I am left with this blank on this question, why do I owe that remaining amount and where is it coming from? I feel like it is just something they threw in to take advantage of customers.
  My dealership never made mention of *** insurance claiming a secondary deductible, in order to pay out. I have reached out to them as well,to get their copy of our agreements, as well as more detail on their business with the APPI.
  I called ****** directly and spoke with **** from the dealership, I asked him for a copy of the contract and if he could please go over the details for *** regarding the LESS Excess Deductible. **** said he had never heard of it before- the Less Excess Deductible, nor has dealt with a case of the such even though he is used to with working with APPI. I spoke with him at ****** of *******************, phone number **************.
  After a few days of waiting, **** got back to me and told me he is still trying to find out more information for me because he, and the person he previously reached out to, are in agreement with me, that they also have never heard of this Less Excess Deductible, nor has other people called in regarding it in their contracts. **** said he will still do some digging. That was on July 30th, of this week.
  However, I would like to submit my appeal before the 7-day period, to halt this process from closing and make sure that it continues to get resolved.
  Thank you for your time and consideration,
  Sheridan Sutton                                                                                           
  ************

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

  Business response

  08/16/2024

  Please see the attached response.

  August 16, 2024
  ATTN: *************************
  BBB of ************
  ****************************************************************************
  Re: Customer Name: *****************************
  Complaint ID:    ********
  Claim Number:    2404-2139
  Dear *************************:
  Advanced Protection Products International, Inc. (We, Us, Our, or APPI) received the rejection made by
  ***************************** (the Customer) regarding a benefit request made under their Guaranteed Asset Protection
  (***) Addendum (hereinafter Addendum), which was purchased from ******************* ****** (the Seller), with
  ENT ************ (the **************** as a successor in interest. Again, we want to stress that the
  Addendum is not insurance. It is Guaranteed Automobile Protection as regulated by the State of Colorado,
  which attaches to and forms a part of the Finance Agreement.
  The customers rejection largely concerns a misunderstanding of the deduction for the excess deductible. To
  clarify, by excess deductible, we refer to a portion of the insurance deductible above the $1,000.00 covered by
  the Addendum. In this case, the excess deductible is $1,500.00, because the ******************* deductible is
  $2,500.00. To put it another way, the insurance deducted $2,500.00 from the determined value of the vehicle,
  agreed upon in the insurance policy, leaving the customer responsible for $2,500.00 of the vehicle value. The
  Addendum, per its terms, covers up to $1,000.00 of that deductible, which in this case leaves the Customer
  responsible for $1,500.00 of the vehicle value. That responsibility is illustrated by the excess deductible
  deduction in our benefit calculation. The Customer is incorrect that the $1,500.00 deduction is an additional
  deductible; rather, it is the portion of the insurance deductible not covered by the insurer or the Addendum,
  and which the Customer is responsible for.
  The deductible coverage is explained in the terms of the Addendum, including on the first page of the
  Addendum, above the Customers signature. Please see PAGE 1, ITEM 5. Please also see SECTION 2 TERMS
  AND CONDITIONS, ITEM 1 of the Addendum, both of which are restated as follows:
  I hereby acknowledge that:
  5. This *** Addendum does not apply to any ***************** Carriers deductible over
  one thousand dollars ($1,000.00) nor to any amounts not specifically covered under the terms
  and conditions of this *** Addendum.
  SECTION 2 TERMS AND CONDITIONS
  You and the Dealer agree to amend the provisions of the Finance Agreement as follows: If the
  Vehicle is deemed a Total Loss, then the Dealer agrees to waive the *** Amount up to fifty
  thousand dollars ($50,000.00), subject to the terms and conditions of this *** Addendum. In
  addition, the Dealer will waive up to one thousand dollars ($1,000.00) towards the Primary
  Insurance Carriers deductible.
  Based on the above, the Customer knew or should have known that the Addendum only covers up to $1,000.00
  of any insurance deductible. Any insurance deductible above $1,000.00 is not covered by the Addendum and is
  the Customers responsibility. Again, the Customers $2500.00 insurance deductible, minus $1,000.00 deductible
  coverage under the Addendum, equals $1,500.00 of excess deductible for which the Customer is responsible.
  The Customer also complained about phone calls in which our customer service representatives did not mention
  any amounts that would be deducted from the benefit. APPI affirmatively states that our customer service
  representatives do not interpret or review submitted documents and do not make decisions regarding the
  waiver benefit request. Our *** Customer Service representatives would have no way of knowing whether a
  deduction is appropriate until our *************************** reviews the benefit request and makes a benefit
  decision. However, we apologize for any perceived frustration on the Customers part when the benefit request
  was discussed.
  Finally, we want to confirm that the *************** acknowledged the supplemental benefit of $1,000.00 on
  July 25, 2024. Our understanding is that the waiver should already be applied to the account. As discussed
  above, any balance remaining is the Customers responsibility.
  Thank you for the opportunity to explain APPIs position in this matter. At this time, we believe we have fully
  addressed the Customers complaint and consider this matter closed.
  Sincerely,
  *************************
  *************************
  Legal Compliance
  Consumer Relations
  Email: *******************************************************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2010 Volvo XC 90 and was sold a GAP coverage policy through this company. Last November we hit a deer on the way to work. The car was a total loss. The insurance company paid out a little over what *** rated the value of the car at. It's been 8 weeks since we submitted the final document to this place and the keep telling us "it's in review" originally they told us 20 business days. Now we keep getting told it's 40 business days. We cannot replace the car until this is paid off we've been borrowing a family members car since November! This should have been closed a month ago.

  Business response

  06/27/2024

  Please see the attached response.

  Business response

  07/08/2024

  June 27, 2024
  ATTN: ****** *****
  BBB of Central Ohio
  **** ****** ****
  Columbus, OH *****
  Re: Customer Name: Kathrine Weston
  Complaint ID:    ********
  Claim Number:    *********
  Dear ****** *****:
  Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) received the complaint made by
  Kathrine Weston (the “Customer”) regarding a benefit request made under their Guaranteed Asset Protection
  (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from PDX Motors, LLC (the “Seller”). The
  Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the
  difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date
  of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance
  Agreement with ****** ********* ****** ***** (the “Finance Company”) as a successor in interest. The
  Addendum is neither insurance nor a warranty. We serve only as the Administrator and are not a party to either
  agreement.
  After a complete and thorough review of APPI’s records, we find that the Total Loss occurring on November 21,
  2023, was not reported to us until on or about February 23, 2024. Between February 25, 2024, and April 17,
  2024, documents were submitted to us in a piecemeal fashion. Once all documents were received, we placed
  the benefit request under review to be processed in the order complete documents were received. On June 13,
  2024, we completed our review and authorized a waiver benefit of $2,051.28. This amount was calculated per
  the terms of the Addendum, and a complete breakdown of the waiver benefit is as follows:
  Payoff Balance as of Date of
  Loss $ 9,675.03
  The principal balance on the Date of Loss,
  calculated based on the maximum 150%
  loan-to-value ratio covered by the terms of the
  Addendum. This is the Outstanding Balance as
  defined by the Addendum.
  LESS Primary Insurance
  Carrier Settlement -$ 7,623.75
  The Primary Insurance Carrier Settlement,
  which represents the Actual Cash Value as
  defined by the addendum.
  Total GAP Waiver $ 2,051.28
  The benefit calculation according to the terms
  of the Addendum.   
  As stated above, a waiver benefit of $2,051.28 was authorized. We advised the Finance Company to waive the
  authorized amount, which our records indicate they acknowledged on or about June 25, 2024. Pursuant to the
  Finance Agreement, any remaining account balance after the waiver is applied is the Customer's responsibility.
  Thank you for the opportunity to explain APPI’s position on this matter.    If there are any questions, the
  Customer may contact me directly.
  Sincerely,
  ******** ****
  ******** ****
  Legal Compliance
  Consumer Relations
  Email: *************************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had purchased GAP insurance on a vehicle last May (2023). Unfortunately, we had an accident and the car was totaled on October 11, 2023. It is now June 13, 2024 and APPI has not finished with my claim. They have asked for more paperwork multiple times, which has been provided. I call to check up and the rude customer service people tell me that it takes up to 2 weeks for them to look over paperwork and I explain to them that it has been months. They seem to be trying to find anything they can to put off paying out this claim. I called 2 weeks ago and verified that they had all the paperwork that they could possibly need and the csr confirmed that and said she put a note in there to expedite the claim. She told me to call back if I didn't hear anything within a couple of days. I waited one week and the new gal said it was still waiting to be reviewed and I told her it was supposed to be expedited and she said that could take 2 weeks (how is it being expedited if it is the same timeframe as a normal claim??). I waited one more week and called back today. The new gal told me she could not give me any update that yes it is being expedited but could take up to 2 weeks. I explained it was already 2 weeks. She said there was nothing else she could do and I asked to speak to a supervisor. She told me that they were all in a meeting but she could send me to his voicemail. Not shocking but when she put me through his voicemail was full. I called back and another representative hung up on me and then I called back a third time. The gal took my number to pass on to the supervisor. I feel that 8 months is a ridiculous amount of time to process this claim and there is no help when you contact them. My auto insurance contacted them multiple times and were extremely upset with the unprofessionalism shown by this company. Needless to say I will not be purchasing this service ever again.

  Business response

  06/27/2024

  Please see the attached response.

  Business response

  07/08/2024

  June 27, 2024
  ATTN: ****** *****
  BBB of Central Ohio
  1169 Dublin Road
  Columbus, OH 43215
  Re: Customer Name: ****** *********
  Complaint ID:    ********
  Claim Number:    *********
  Dear ****** *****:
  Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) is in receipt of the complaint
  made by ****** ********* (the “Customer”) regarding a benefit request made under their Guaranteed Asset
  Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Gretna Auto Outlet (the
  “Seller”). The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to
  waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as
  of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of
  the Finance Agreement with Veridian (the “Finance Company”) as a successor in interest. The Addendum is not
  an insurance or warranty. We serve only as the Administrator and are not a party to either agreement.
  After a complete and thorough review of APPI’s records, we find that the Total Loss occurring on October 9,
  2023, was not reported to our office until on or about November 21, 2023. Between November 30, 2023, and
  March 6, 2024, documents were submitted to us in a piecemeal fashion. Submitting the required documents
  piecemeal can create a delay in the processing time versus submitting all the required documents in a complete
  and single submission fashion. On March 6, 2024, we placed the benefit request under review to be processed in
  the order complete documents were received. On March 20, 2024, we determined that the insurance
  settlement check of $27,148.00, did not match the Vehicle Evaluation Report of $30,337.43.   
  Between March 20, 2024, and May 30, 2024, the Finance Company and the Customer contacted us several
  times, and both were advised that we needed documentation from the Primary Insurance Carrier to explain the
  discrepancy. On May 30, we received a documented reason from the Primary Insurance Carrier: a stated limit of
  liability in the insurance policy resulted in an insurance settlement that was less than the determined value of
  the vehicle. With the discrepancy resolved, we continued our review.
  Unfortunately, upon review of the Police Report, we determined that the Total Loss was the result of an
  Excluded reason. The police report indicates that the driver of the Vehicle was cited for operation of a handheld
  wireless device, which is prohibited in the State. Please see SECTION 6 – EXCLUSIONS, Item 2 of the Addendum,
  restated as follows:
  This Addendum shall be void if there have been any material facts withheld, concealed, or
  misrepresented or in the event of fraud. No deficiency will be waived under this Addendum with
  respect to Total Loss:
  2. Resulting from DWI/DUI or any intentional act, forgery or any criminal or illegal,
  intentional, willful, reckless, negligent or wanton act committed by You or any authorized driver;
  Because the Total Loss was the result of an excluded reason as indicated above, the total loss is not covered by
  the Addendum. Therefore, the waiver benefit request will be denied. However, we recognize that the Customer
  may not agree that the waiver should be denied for an excluded Total Loss. As a courtesy, we completed a
  waiver benefit calculation and determined that if the exclusion stated above did not apply, a benefit of $0.00
  would be available. This amount was calculated per the terms of the Addendum, and a complete breakdown of
  our calculation is as follows:
  Payoff Balance as of
  Date of Loss $ 28,697.58
  The principal balance on October 5, 2023, the last payment date, plus
  $37.26 for 4 days of interest. This is the Outstanding Balance as defined
  by the Addendum.
  LESS Primary Insurance
  Carrier Settlement -$ 30,337.43
  The “Settlement Value” determined by the Primary Insurance Carrier,
  which encompasses the actual cash value less the deductible. This is the
  Actual Cash Value as defined by the Addendum.
  Total GAP Waiver -$ (1,639.85)
  The benefit calculation according to the terms of the Addendum. A
  negative value represents an Actual Cash Value that is greater than the
  Outstanding Balance, meaning that no waiver is due or owing to the
  Customer.
  To summarize, the Customer’s waiver benefit request will be denied due to an excluded Total Loss reason.
  However, even if that denial reason did not apply, there would be no waiver due and owing to the Customer,
  because the Actual Cash Value of the Vehicle is greater than the Outstanding Balance, as those terms are
  defined by the Addendum.
  As an aside, we note, as described above, that the Primary Insurance Carrier paid a settlement that is less than
  the actual Vehicle value due to a stated Limit of Liability. If the Customer believes that the Primary Insurance
  Carrier did not settle a fair vehicle value, we recommend that the Customer follow up with the insurer.
  I thank you for the opportunity to explain APPI’s position in this matter. If there are any questions, the Customer
  may contact me directly.
  Sincerely,
  ******** ****
  ******** ****
  Legal Compliance
  Consumer Relations
  Email: *************************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Still havent had GAP coverage paid and it took so long to get them to say they would pay I paid out of pocket 2/3 of what was to be paid in the first place to the rental.

  Business response

  06/18/2024

  June 18, 2024
  ATTN: Trezon Dancy   
  BBB of ************
  ************************************************************************
  Re: Customer Name: *************************
  Complaint ID:    ********
  Claim Number:    2404-1872
  Dear Trezon *****:
  Advanced Protection Products International, Inc. (We, Us, Our, or APPI) is in receipt of the complaint
  made by ************************* (the Customer) regarding a benefit request made under their Guaranteed Asset
  Protection (GAP) Addendum (hereinafter Addendum), which was purchased from Fillback Ford,
  Inc.-Highland (the Seller). The Addendum is an agreement between the Customer and the Seller wherein the
  Seller agrees to waive the difference between the Outstanding Balance of the Finance Agreement and the Actual
  Cash Value as of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and
  forms a part of the Finance Agreement with UW ************ (the **************** as a successor in
  interest. The Addendum is neither insurance nor a warranty. We serve only as the Administrator and are not a
  party to either agreement.
  After a complete and thorough review of APPIs records, we find that the Total Loss occurring on Mach 8, 2024,
  was reported to us on or about April 9, 2024. The Customer submitted documents to us between April 11, 2024,
  and May 3, 2024, when we determined that all required documentation was received. At that time, we placed
  the benefit request under review to be processed in the order received. As of June 14, 2024, we have completed
  the benefit review and authorized a waiver benefit of $********. This amount was calculated per the terms of
  the Addendum, and a complete breakdown of the waiver benefit is as follows:
  Payoff Balance as of Date of
  Loss $ 16,244.20
  The principal balance on February 7, 2024, the last payment date,
  plus $185.32 for 30 days of interest. This is the Outstanding
  Balance as defined by the Addendum.
  LESS *****************
  Carrier Settlement -$ 13,945.35
  The ***************** Carrier Settlement, which represents the
  Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ ******** The benefit calculation according to the terms of the Addendum.   
  As stated above, a waiver benefit was authorized for $********. We will advise the *************** to waive
  the authorized amount. Any remaining account balance after the waiver is applied is the Customer's
  responsibility, pursuant to the Finance Agreement.
  Thank you for the opportunity to explain APPIs position on this matter. If there are any questions, the Customer
  may contact me directly.
  Sincerely,

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a total loss February 27, 2024. My insurance company paid out their portion within two weeks! I filed a claim (number ****-****) with this gap insurance company I have at the beginning of April. I was told they received all the needed documents April 27 2024 and that it should take 30 days to process and pay out. I’ve called back weekly and no one can give me an estimate on when this will be completed they just tell me to keep calling back. It’s now JUNE 12 2024 and the last call was today also. The guy I talked to before stated he placed a request to expedite my claim June 4th and I still haven’t heard anything. He said he sent it over AGAIN but also to his supervisor and advise me to call back in one week in hopes that it’s completed. I can not get another car until they pay the rest of the amount because I have two car note and I can not stop paying or it’s going to ruin my credit. This is horrible. I will never get GAP from the dealership again and will do my own reach although this was my first car. Bad company.

  Business response

  06/18/2024

  June 17, 2024
  ATTN: ****** *****
  BBB of Central Ohio
  **** ****** **** ********* ** *****
  Re: Customer Name: ***** **** and ******* ********
  Complaint ID:    ********
  Claim Number:    ****-****
  Dear ****** *****:
  Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) received the complaint made by
  ***** **** (the “Customer”) regarding a benefit request made under their Guaranteed Asset Protection (“GAP”)
  Addendum (hereinafter “Addendum”), which was purchased from Family Hyundai, Inc. (the “Seller”). The
  Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the
  difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date
  of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance
  Agreement with Ally Financial (the “Finance Company”) as a successor in interest. The Addendum is not
  insurance or a warranty. We serve only as the Administrator and are not a party to either agreement.
  After a complete and thorough review of APPI’s records, we find that the Total Loss occurring on February 27,
  2024, was not reported to our office until on or about April 5, 2024. The customer submitted documents
  between April 5, 2024, and April 22, 2024. Once we confirmed that all required documents had been received,
  we placed the benefit request under review to be processed in the order complete documentation was
  received. As of June 14, 2024, we have reviewed the benefit request and, unfortunately, have denied the waiver
  benefit.
  During our review, we determined that based on the Police Report, the vehicle was operated in a manner
  consistent with an excluded Total Loss reason. Please see SECTION 4 – EXCLUSIONS, Item 2 of the Addendum,
  restated as follows:
  This Contract shall be void if there have been any material facts withheld, concealed, or
  misrepresented or in the event of fraud. No deficiency will be waived under this Contract
  respecting a Total Loss:
  (2) Total Loss resulting from DWI/DUI or any intentional act, forger or any criminal or illegal,
  intentional, willful, reckless, negligent or wanton act committed by You or any authorized driver;
  Because the circumstances of the Total Loss are consistent with the Exclusion restated above, i.e., the Customer
  was illegally operating the vehicle with a suspended driver’s license, the benefit request is denied, and no waiver
  is due or owed to the Customer. Thank you for the opportunity to explain APPI’s position on this matter. If there
  are any questions, the Customer may contact me directly.

  Customer response

  06/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because the information regarding the police report and tickets are invalid and incorrect as the person in the accident was injured and not on the scene when the police report was filed. 
  
  Regards,
  
  ***** B

*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. ↩