ComplaintsforAdvanced Protection Products International, Inc.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My claim was submitted to the *** insurer 1/28/2024. I called in March 2024 after no response for an update only to be told that they needed me to submit a form. Even though this was never communicated to me, this was completed 3/26/2024. I called back in May of 2024 and the rep advised that I had to wait 5 weeks from 4/15/2024 for the claim to pay out. I called on Friday 5/31/2024 which is going into 7 weeks only to be told that they have to send an email to the processing team and that I have to call back on Wednesday. Today is Wednesday and there is still no update. I cannot afford to keep paying 2 car notes while APPI cannot provide information on the processing of our claim.

  Business response

  06/14/2024

  Please see the attached response.

  BBB Note:  We have copied the text of the attached respone below for the convenience of the parties:

  
  

  June 14, 2024

  ATTN: Trezon *****

  BBB of Central

   *********************

  ********, OH 43215

   

  Re:	Customer Name:	Stevie ********* and ******** Ford
  	Complaint ID:	21804689
  	Claim Number:	2401-5985

   

  Dear Trezon *****:

  Advanced Protection Products International, Inc. (We, Us, Our, or APPI) received the complaint made by ******************************* and ************************* (the Customer) regarding a benefit request made under their Guaranteed Asset Protection (GAP) Addendum (hereinafter Addendum), which was purchased from ********** *** of Dearborn (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. 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 28, 2023, was not reported to our office until on or about January 28, 2024. Documents were submitted to our office between January 28, 2024, and March 26, 2024. Once all documents were received, we placed the benefit request under review to be processed in the order received. As of June 7, 2024, we have completed our review and authorized a waiver benefit of $5,913.44. 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	$ 18,634.95	The principal balance on November 20, 2023, the last payment date, plus $78.18 for 22 days of interest.
  LESS Tire & Wheel Cancel Refund	-$ 531.38	Funds recovered by the Customer from the cancellation of a Service Contract
  Outstanding Balance	$ 18,103.57	The Outstanding Balance, as defined by the Addendum
  LESS Primary Insurance Carrier Settlement	-$ 11,343.89	The Primary Insurance Carrier Settlement, which represents the Actual Cash Value as defined by the Addendum.
  LESS Condition Adjustment	-$ 846.24	A Condition Adjustment made by the primary insurance carrier, which is not covered by the terms of the Addendum.
  Total GAP Waiver	$ 5,913.44	The benefit calculation according to the terms of the Addendum.

   

  As stated above, a waiver benefit of $5,913.44 was authorized. We will advise the *************** to waive the authorized amount. Under the finance agreement, the Customer is responsible for any remaining account balance after the waiver is applied.

  
  

  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

  Email: *******************************************************

  
  

• Initial Complaint

  06/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased an APPI GAP insurance when I bought my truck hoping I would never have to use it. I had a third party at-fault motor vehicle accident in February 2024, filed my GAP request, with the company opening my case on March 18th 2024. Claim number 2403-3284. I submitted everything but my extended warranty refund which took two months to finally receive but this was also submitted and received by APPI. After submitting every document requested, APPI has turned around and asked for more documentation on the Actual Cash Value documentation that was already received back in March 2024. We are close to the 90 day expiration date and I'm beyond frustrated with the service. Every time I speak to a customer service representative, I am not told specifically what "additional records/history" are needed, leaving me in a dark about why now nearing the end of the 90 days they need additional documents for the Actual Cash Value after receiving a 26 page breakdown from our primary car insurance on the car evaluation, actual cash value, and estimated damage cost.I submitted and provided every single piece of documentation provided to me by my car insurance company, as well as documentation from my lien-holder (front and back of settlement check, extended warranty refund, payments to my loan that have continued after the total loss) and every other document requested by APPI through mail, email, fax (from two different numbers). I feel this GAP insurance was misleading and will not pay out what is due even with this being a reasonable request with supportive documentation.

  Business response

  06/12/2024

  June 12, 2024
  ATTN: Trezon *****
  BBB of ************
  ************************************************************************
  Re: Customer Name: ***************************
  Complaint ID:    ********
  Claim Number:    2403-3284
  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. 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 February 8,
  2024, was not reported to our office until on or about March 18, 2024. Between March 18, 2024, and today, the
  Customer submitted several documents required for the waiver benefit request. As a courtesy, we reviewed the
  documents submitted and determined that we are missing a documented explanation for why the primary
  insurance carrier issued a supplemental settlement check. The Customer provided copies of two checks the
  primary insurance carrier paid to the **************** a settlement payment of $39,846.53 and a
  supplemental payment of $600.05. The initial settlement is consistent with an Evaluation Report prepared for
  the primary insurance carrier and submitted to us. However, the $600.05 supplemental payment is
  unsupported; we cannot determine how it may affect the waiver benefit and, therefore, cannot yet authorize a
  waiver.
  To remedy the above issue, we ask that the Customer please submit additional documentation from the primary
  insurance carrier explaining the supplemental payment of $600.05. The customer may submit this document
  through the online portal or by email to **************************************** Once received, we will consider the
  documentation complete and will review it for a waiver benefit authorization.
  Thank you for the opportunity to explain APPIs position on this matter. If there are any questions, the Customer
  may contact me directly.

  Customer response

  06/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21790401
  
  I am rejecting this response because: 
  
  This information to be corrected was NOT readily given to me upon calling customer service on multiple occasions, with several customer service representatives telling me two weeks for processing, call back then. This action by the company effectively pushed my claim toward the ********************************************************************************************* a week before that 90 day expiration. Immediately I contacted my primary car insurance, had the information corrected/updated, and sent this to the company. At this time, all necessary paperwork has been submitted and verified by a customer service representative who expressed that I had every piece of documentation needed. I have been told this previously and then was told otherwise. My hope is for a speedy resolution of this situation as soon as possible as the company has all necessary information to push forward my GAP waiver/payment for this total loss. Thank you. 
  
  Regards,
  
  *****************************

  Business response

  06/27/2024

  ATTN: Trezon *****
  BBB of ************
  ************************************************************************
  Re: Customer Name: ***************************
  Complaint ID:    ********
  Claim Number:    2403-3284
  Dear Trezon *****:
  Advanced Protection Products International, Inc. (We, Us, Our, or APPI) received the response 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. The Addendum is
  not an insurance or warranty. We serve only as the Administrator and are not a party to either agreement.
  The customer was able to submit a revised Total Settlement Loss Explanation and Evaluation Report on June 12,
  2024, which corrected the discrepancy from our previous response. Once received, we expedited our benefit
  review, and on June 24, 2024, we authorized a 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 $ 54,564.82
  The principal balance on January 29, 2024, the last payment date,
  plus $100.57 for 10 days of interest.
  LESS Service Contract  -$ 2,660.82
  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 -$ 40,446.58
  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.
  Thank you for the opportunity to explain APPIs position on this matter. If there are any questions, the Customer
  may contact me directly.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on February 14 2024 i was in a car accident t-boned by someone and my car was totaled. i have gap insurance with Advanced protection products international and i called them after my accident and they provided me with all the information they needed. I emailed all required documents and they stated each time i called they were missing Information that i had sent ************** Every time i called i get a different answer from each person either my documents are in review, and they are shorthanded and they have a lot of claims, i received a letter on May 9th stating that it had been nearly 90 days since my claim was open and time was running out. I called them again and the representee said they have had all my documents, and it is waiting for review still and a check to my finance company should go out next week. during this time of waiting, I had to purchase another care and I am financially unable to make 2 car payments. my credit has been hit hard because of their slow process. i called yet again and the lady i spoke to said it could take another 60 days to review. I think this company is a scam. i need them to pay my finance company i paid for this gap insurance and i feel I am being ripped off.

  Business response

  06/03/2024

  ATTN: Trezon Dancy   
  BBB of ************
  ************************************************************************
  Re: Customer Name: *****************
  Complaint ID:    ********
  Claim Number:    2402-6296
  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 ******* ***** (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 American ***** *************** (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 February 14,
  2024, was reported to our office on or about February 29, 2024. Documents were submitted between March 5,
  2024, and April 22, 2024, when we determined that all required documents had been received. The Customers
  benefit request was placed under review to be processed in the order complete requests were received.   
  As of May 29, 2024, we 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
  Loss $ 26,704.27
  The principal balance on January 21, 2024, the last payment date,
  plus $97.45 for 24 days of interest.
  LESS Service Contract  -$ 2,036.00
  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 -$ 20,565.83
  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.
  In reviewing the waiver benefit request, we noted that the payment history provided does not include a running
  principal balance. We determined a principal balance based on the payment history provided; however, if the
  Customer believes there is an issue, we ask that they submit a payment history with a running principal balance
  so that we may review it.
  I thank you for the opportunity to explain APPIs position in this matter. If there are any questions, the Customer
  may contact me directly.

  Customer response

  06/13/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21769605
  
  I am rejecting this response because: they never responded to me or settled the matter 
  
  Regards,
  
  *****************

  Business response

  06/20/2024

  Hello, we ask that the Customer please refer to our attached response letter from June 3, 2024. Our file indicates that the *************** acknowledged the waiver benefit on or about June 12, 2024, and the waiver should be applied to the Customers loan. Sincerely, *************************

• Initial Complaint

  05/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a branded title vehicle in **** two years ago with a gap policy. The policy is with Veritas global protection (advanced protection products international). I totalled the car on a deer nov 25th 2023. Progressive totalled the car because of the title. I owed about 14k progressive payed about 8k so im counting on my gap policy to pay the remaining 5600 or similar. After pulling teeth and working for 6 months 1 week ago gap insurance told me they were not going to pay.I have a paid policy on paper good for the full 16k$ I have to make payments on the loan or the account is delinquent now.Im seeking advice. I need to know what gap is obligated to. Thank you Im not 100% sure i indicated the correct address

  Business response

  06/05/2024

  June 5, 2024
  ATTN: Trezon *****
  BBB of ************
  ************************************************************************
  Re: Customer Name: ***********************
  Complaint ID:    ********
  Claim Number:    2312-1726
  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 Image 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 **************************** (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 November 25,
  2023, was reported to our office on or about December 8, 2023. Documents were submitted between January 5,
  2024, and March 24, 2024, when we determined that all documents had been received. On that date, we placed
  the benefit request under review to be processed in the order complete documents were received. On May 16,
  2024, we reviewed the benefit request and initially authorized a waiver in the amount of $0.00. Please note that
  this in no way indicates that a claim was denied or constitutes a refusal to pay. Rather, the Actual Cash Value
  is greater than the Outstanding Balance, as those terms are defined by the Addendum. Please see SECTION 1
  GAP AGREEMENT as well as SECTION 4 DEFINITIONS of the Addendum, the relevant portions of which are
  restated as follows:
  SECTION 1 - GAP AGREEMENT
  The Buyer and the Seller named on Page 1 hereby agree to amend the provisions of the Finance
  Agreement as follows: if the Vehicle is deemed a Total Loss, then the Seller agrees to waive the
  difference between: (a) the Outstanding Balance of the Finance Agreement on the Date of Loss;
  and (b) the Actual Cash Value on the Date of Loss. In addition, the Seller will waive up to one
  thousand dollars ($1,000.00) towards to the *****************s deductible.
  SECTION 4 - DEFINITIONS
  As used in this Addendum, the following terms shall have the meanings set forth below:
  Actual Cash Value means the value of the Vehicle on the Date of Loss as established by the
  ***************** carrier. In the absence of ****************** Actual Cash Value shall mean
  retail value as determined using the current edition of the N.A.D.A. ****** In the absence of
  ****************** the terms of this Addendum will remain the same. Adjustments will be made

  for prior unrepaired damage, mileage, usage, condition, applicable taxes or fees, and
  documented Vehicle options and accessories purchased at the time the Finance Agreement was
  executed. If it is determined that ********************** carrier did not pay a fair Actual Cash
  Value and we provide You with evidence obtained in our research, You may be required to
  contact ********************** carrier and request a higher payment.
  Outstanding Balance means 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, repo 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 ****************** the
  Outstanding Balance shall be reduced by any costs incurred in obtaining appraisal or value 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, APPI initially authorized a waiver benefit of $0.00, calculated in accordance with the terms of the
  Addendum. However, we were unaware that the Customers vehicle had a branded title until the Customers
  complaint. In an effort to come to an amicable resolution, we reviewed our benefit calculation and determined
  that a Title History Adjustment made by the primary insurance carrier should not be deducted. The primary
  insurance carrier made an adjustment of $5,558.57 for Title History. Typically, adjustments made by the
  primary insurance carrier are not covered by the Addendum and are deducted from the waiver benefit. But in
  this case, because the vehicle had a branded title at the time of sale, adjustments made related to the title
  should not apply.
  When we recalculate the waiver benefit, we determine a total benefit of $4,683.81. 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 $ 14,521.82
  The principal balance on November 9, 2023, the last payment
  date, plus $50.86 for 16 days of interest.
  LESS Salvage Deduction  -$ 1,294.30
  A deduction made by the ***************** Carrier for the
  salvage value of the Vehicle. These are funds recoverable by
  the Customer and not included in the Outstanding Balance.
  Outstanding Balance $ ********* The Outstanding Balance, as defined by the Addendum
  LESS ***************** Carrier
  Settlement -$ 8,594.57
  The ***************** Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ 4,683.81
  The benefit calculation according to the terms of the
  Addendum.
  As stated above, a waiver benefit of $4,683.81 was authorized. We will advise the *************** to waive
  the authorized amount. We ask that the Customer allow time for processing and application of the waiver
  benefit to their loan balance. Any amount outstanding after the waiver benefit is applied is the Customers
  responsibility, per the terms of the addendum.

  Thank you for the opportunity to explain APPIs position on this matter and we are pleased to provide a solution
  for the Customer. If there are any questions, the Customer may email me directly.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Worst company Ive ever had the displeasure of using. Please dont let your car dealership talk you into this one. Months of worthless calls made. Workers who dont know what theyre doing. My emails disregarded. Paperwork not being submitted unless you call and insist it be done. And then my claim was denied. And they completely overcharged for a worthless service. BEWARE

  Business response

  05/29/2024

  May 29, 2024
  ATTN: Trezon Dancy   
  BBB of ************
  ************************************************************************
  Re: Customer Name: ***************************
  Complaint ID:    ********
  Claim Number:    2402-6014
  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 Airport Chevrolet, 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 ****************** (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 January 22,
  2024, was reported to our office on February 28, 2024. Between February 28, 2024, and March 26, 2024,
  documents were received and processed in the order received. On April 2, 2024, we determined that there was
  a discrepancy between the Vehicle Valuation Report and the Settlement Check, and additional documentation
  was requested to determine why. Once received, we reviewed the provided documentation and found that the
  police report described circumstances that met an exclusion under the terms of the Addendum. Please see
  SECTION 4 EXCLUSIONS, Item 2 of the waiver benefit, restated as follows:
  This GAP Addendum does not apply to:
  2. Total Loss 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 above exclusion is met, the Addendum does not cover the Total Loss in this case. Therefore, the
  waiver benefit request was denied.
  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,
  *************************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Claim Number ****-**** My Vehicle was Totaled 1/30. I uploaded all of the requested documents from the GAP insurer, they took months to review the documents, and then claimed that my 90 day window had passed and will not be issuing my payment. I uploaded all necessary documents they asked of me, I paid close to 1000 dollars for the gap insurance and the payout would not even be much more than that.

  Business response

  05/24/2024

  May 24, 2024
  ATTN: ****** *****   
  BBB of Central Ohio   
  1169 Dublin Road
  Columbus, Ohio 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 Chapman Dodge Chrysler
  Jeep Ram Yuma (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 Aea Federal Credit Union (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 January 29,
  2024, was reported to us on or about February 13, 2024. All requirements were received by and the benefit
  request was submitted for review on or about April 23, 2024. All benefit requests are processed in the order that
  complete documentation is received. Please note that this benefit request was not denied due to a 90-day
  submission window; it is possible that the Customer received an automated letter regarding the 90-day
  deadline, but that letter does not contain a notice of benefit denial.
  As of May 21, 2024, we have completed our review and authorized a waiver benefit in the amount of $2,316.85.
  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 $ 33,708.84
  The principal balance on January 23, 2024, the last payment
  date, plus $30.45 for 6 days of interest.
  LESS Theft Contract  -$ 319.00
  Funds recovered by the Customer from the cancellation of a
  Theft Contract.
  Outstanding Balance $ 33,389.84 The Outstanding Balance, as defined by the Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 31,072.99
  The Primary Insurance Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ 2,316.85
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $2,316.85. We will advise the Finance Company 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 APPI’s position in this matter. If there are any questions, the Customer
  may contact me directly.

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January of 2024 I totalled my car I pay them for GAP insurance when I bought the car well I filed the claim and submitted all documents within a month and they have been "processing:" my claim for 3 months and they owe me 12k.

  Business response

  05/09/2024

  May 09, 2024
  ATTN: ****** *****
  BBB ** ******* **** **** ****** **** ********* ** ***** 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 Kelsey Chevrolet (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 General Electric Credit Union (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 January 11, 2024,
  was reported to us on or about January 18, 2024. Documents were submitted between the reporting date and
  on or about February 28, 2024, when we confirmed complete documentation was received. We placed the
  benefit request under review to be processed in the order that complete documents were received. As of May
  6, 2024, we have completed our review and authorized a waiver benefit of $11,572.29. 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 $ 26,906.20
  The principal balance had all payments been made on time
  and according to the terms of the Finance Agreement,
  without additional interest charges or fees being added to the
  loan. This is the Outstanding Balance as defined by the
  Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 15,333.91
  The Primary Insurance Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ 11,572.29
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $11,572.29. We will advise the Finance Company 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 APPI’s position in this matter. If there are any questions, the Customer
  may contact me directly.
  Sincerely,
  Jonathan Boyd 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased GAP insurance and I filled my case with APPI online on 2/9/2024 and sent all necessary paperwork, and have been following up with them regularly and do not get any feedback on the progress of the case, the only response I get from their team is "it is being processed" with no actual feedback on actual progress of the case or when I can expect to have resolution for the case. In the meantime my credit is being ruined because they are not closing out the case, as of today it has been 84 days since I submitted documentation and I feel they are holding off processing the claim so they don't have to pay.

  Business response

  05/09/2024

  May 09, 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 **** ***** (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 Huntington National Bank (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 December 30,
  2023, was not reported to us until on or around February 21, 2024. On March 19, 2024, we confirmed that all
  required documents had been received, and placed the benefit request in review to be processed in the order
  received. As of May 6, 2024, we have reviewed the request and authorized a waiver benefit of $3,278.31. 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 $ 27,969.39
  The principal balance on December 4, 2023, the last payment
  date, plus $164.20 for 26 days of interest.
  LESS Service Contract  -$ 1,052.08
  Funds recovered by the Customer from the cancellation of a
  Service Contract.
  Outstanding Balance $ 26,917.31 The Outstanding Balance, as defined by the Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 23,639.00
  The Primary Insurance Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ 3,278.31
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $3,278.31. We will advise the Finance Company 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 APPI’s position in this matter. If there are any questions, the Customer
  may contact me directly.
  Sincerely,
  ******** **** 

  Customer response

  05/10/2024

  [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 payoff amount that the APPI is stating is covered by the GAP insurance does not cover the complete amount owed to the Huntington Bank, they are using an old amount. As of 5/10/2024 the payoff balance of $4,148.75, that amount due for the cost of the vehicle. After the payment that APPI is stating they are going to cover there is still a remaining balance of $870.44 outstanding that needs to be covered. I don't believe that APPI reached out to Huntington Bank to get an outstanding balance due. 
  
  Regards,
  
  ********* *********

  Business response

  05/17/2024

  The submitted loan payment history is dated 2/2/2024 and reflects transactions through 1/3/2024; however it does not show the vehicle service contract (VSC) refund of $1052.08 having been applied to the account balance as a credit/payment. It may be that the VSC refund has not been applied to the account’s outstanding balance and that is the reason for any remaining balance after the application of the GAP benefit. If the VSC refund has not been paid and applied to the remaining balance, we suggest Ms. ********* contact the VSC provider for the refund status - Thank you

  Customer response

  05/20/2024

  [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

  04/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, my car loss date was 1/26/24. My claim date was opened on 2/13/24 and the initial email with my claim number (****-****) and the list of required documents that I needed to submit. By 2/16/24 all my required documents had been emailed and attached. I received a confirmation email on 2/16/24 stating that all of my required documents have been received. At this time they stated that I should call back once a week for a status update because my documents are now in review. Since 2/16/24 I have called once a week to check the status of my claim. I have been told every time that it is still in review and to call back the next week. As of current date 4/21/24 with the latest phone call being 4/19/24 I was told that my claim is still in review and they have no date for completion. It has been over 2 months since all of my documents have been received. Every representative that I have spoken to has said they have no answers for me and they all estimate a different completion date. The last representative that I spoke to said that they did not have a completion date and could only contact the review department through email. I was told that the representative did not have any contact information for me for this department. I have been told repeatedly that the last step is for calculation and payout, at this point, it is frustrating that this process has taken over 2 months. All of the representatives that I have spoken to have been rude and hung up the phone on me when I have tried to understand what is going on with this process and why it is taking so long. I have already purchased a new car but, the car loan for the totaled car is still active and I am expected to continue paying on it or else they are going to ruin my credit. My insurance company has already paid their portion, the only thing left is the gap insurance. Please help

  Business response

  05/03/2024

  May 03, 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”) 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 LaFontaine CDJR of Walled Lake, 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 Inc. (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 thorough review of APPI’s records, we find that all documents have been received, and the benefit request was placed under review to be processed in the order in which complete requests were received. As of April 22, 2024, we have authorized a benefit request for $13,982.84. 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 $ 56,764.50 The principal balance on January 4, 2024, the last payment date, plus $324.54 for 22 days of interest. This amount represents the Outstanding Balance as defined by the Addendum.
  LESS Primary Insurance Carrier Settlement -$ 42,781.66 The Primary Insurance Carrier Settlement, which represents the Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ 13,982.84 The benefit calculation according to the terms of the Addendum.  
  
  As stated above, a waiver benefit of $13,982.84 was authorized. We will advise the Finance Company to waive the authorized amount. We ask that the Customer allow time for the Finance Company to process the authorization and apply it to the account. Pursuant to the finance agreement, the customer is responsible for any remaining account balance after the waiver is applied.
  
  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: ********.****@appiadm.com 
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This GAP Insurance company is refusing to process documents sent and payoff balance to the lender. A number of attempts have been submitted for payoff to lender as part of GAP but calls and emails are not being answered. This is a fraudulent insurance company charging money for GAP but refuses to pay off the lender.

  Business response

  04/12/2024

  April 10, 2024
  ATTN: ****** *****
  BBB of Central Ohio
  1169 Dublin Road
  Columbus, OH 43215
  Re: Customer Name: ******* ********* and ***** *******
  Complaint ID:    ********
  Claim Number:    ****-****
  Dear ****** *****:
  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 Unlimited 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 Credit Union of Colorado (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 9, 2024,
  was reported to us on March 15, 2024. Our records indicate that all required documents were submitted to us
  by April 3, 2024. Once complete documentation was received, we reviewed the waiver benefit, and on April 8,
  2024, we authorized a waiver benefit of $2,931.43. 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 $ 19,982.10
  The principal balance on March 1, 2024, the last payment date,
  plus $37.11 for 8 days of interest. This is the Outstanding Balance
  as defined by the Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 15,963.17
  The Primary Insurance Carrier Settlement, which represents the
  Actual Cash Value as defined by the addendum.
  LESS Excess Deductible  -$ 1,000.00
  The Addendum offers deductible coverage up to $1,000.00 of
  deductible, and this amount represents the portion of the
  deductible that is not covered.
  LESS Insurance Missed Option  -$ 50.00
  An option on the Customer’s vehicle that was missed by the
  insurer, negatively affecting the insurance deductible. The
  insurer is responsible for covering this amount
  LESS Prior Damage Adjustment  -$ 37.50
  An adjustment made by the Customer’s insurer, which is not
  covered by the terms of the Addendum.
  Total GAP Waiver $ 2,931.43 The benefit calculation according to the terms of the Addendum.   
  As stated above, a waiver benefit was authorized for $2,931.43. We will advise the Finance Company to waive
  the authorized amount. As a matter of procedure, we ask that the Customer please allow time for the Finance
  Company to process the waiver and apply the benefit to the account. Any remaining account balance after the
  waiver is applied is the Customer's responsibility, pursuant to the Finance Agreement.
  In addition, we want to point out that the Primary Insurance Carrier missed an option for a backup camera,
  which is a feature on the Vehicle, but was not included when the settlement was adjusted. The Customer should
  ask the Primary Insurance Carrier for a supplemental review to readjust the settlement with the backup camera
  included.
  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.

*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. ↩