ComplaintsforNVP Warranty

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a NVP warranty on 8/8/2023, exclusionary plan, covers all repairs and anything required to perform repair. Having engine issues with my truck and NVP is refusing to cover all the repair needed. Due to All Data's lack of information on labor to cover total repair. The repair shop and I have communicated with them multiple times and they only want to cover 10.5 hours of a 26-hour repair. I am being advised that I have to pay out of pocket $3,953 when I have a $200 deductible. I paid $2,949 for the exclusionary plan 24 months/30,000 miles also including wear/tear.

  

  Business response

  10/17/2024

  Dear *** *******,

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by ******* ****, and the vehicle service contract (“VSC”)
  referenced above.

  A claim was initiated with our office 08/26/2024 for lifter replacement. The adjudication process was
  carried out including an independent inspection which confirmed a covered mechanical breakdown
  present with the engine’s lifters. A representative from our office contacted the repair facility 9/17/24 and
  reviewed applicable coverage within the contract terms and conditions. The claim is pending a call back
  to issue an authorization number for the applicable coverage and review the process to obtain payment
  upon completion of the repairs with customer authorization.

  The repair facility originally quoted 32.0 hours for lifter replacement and reduced that to 25.0 during a
  conversation with our representative on 9/17/24. The facilities’ labor rate was quoted at $189.00 per hour.
  The published labor guide time for the covered mechanical breakdown is 10.10 labor hours and the
  industry average for the area is. $138.75. The repair facility’s labor quote is driven by a lack of proper
  equipment on hand to complete the job within the industry accepted timeframe and therefore requires an
  extensive amount of additional labor on their part. Additionally, the parts authorized by NVP were at the
  posted manufacturer suggested retail prices (MSRP) which the contract terms state will not be exceeded.
  The prices quoted by the repair facility all exceed MSRP.

  Applicable coverage has been reviewed with the contract holder and repair facility as of 9/17/24. Our
  contract explicitly defines the parts and labor coverage, and that language is cited below.

  Under the DEFINITIONS section of the Vehicle Service Agreement, it explicitly states:

  “MECHANICAL BREAKDOWN means the inability of any covered part(s) or component(s)
  to perform the function(s) for which it was designed due to defects in workmanship or materials”
  Additionally, within Sections 7 and 8 of the TERMS AND CONDITIONS the language states:

  7. PARTS: Replacement of Covered Components will be made with new, remanufactured,
  rebuilt, aftermarket, or serviceable used parts of like kind chosen solely at the discretion of the
  Administrator not to exceed Manufacturer Suggested Retail Price (MSRP)

  8. LABOR: Labor charges shall be based on the current AllData Labor Guide and hourly rates
  shall be within accepted industry standards for independent repair facilities up to a maximum
  hourly rate of $150

  We are grateful for the privilege of being *** *****s vehicle service contract administrator and pleased
  we were able to clarify this matter.

  As always, if *** **** has any additional questions regarding this claim, he may contact our office
  directly by telephone at: *************

  Sincerely,
  NVP Warranty Claims Departmen

  Customer response

  10/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The repair shop has the required tools to perform the repair.

  I have contacted three other repair facilities, that say labor hours are a minimum of 25-26, and the cab must be removed to perform this repair.

  AllData reads to perform this repair, cab must be removed. AllData does not show labor hours to remove cab, in section to replace lifters and cam. You have to go to remove cab section to get the labor rate to remove cab. NVP has refused to go to the cab removal section and obtain the labor rate.

  10.10-hours labor rate is for the replacement of cam and lifters only and does not include cab removal which AllData says is required. 

  I am asking NVP to cover all that is required by AllData to perform this repair LABOR TO REMOVE AND INSTALL CAB. 

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

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2014 ****** ****** ****** in October 2023, and also purchased the bumper to bumper warranty from NVP ($2,800; 20% of the vehicle purchase price; $100 deductible per repair). Within two months after purchase, the Engine started overheating. I took it to one of NVP's authorized repair outlets (******** in Sterling Virginia. They said that one of the head gaskets was damaged, and that the engine would need replacement ($8,500). NVP stated that diagnostics would have to be conducted in the form of a complete engine teardown ($2,600) prior to their/NVP inspection to determine whether they would cover the repair or not, and that I am responsible for the diagnostics fee. I refused and asked for a refund of the warranty. They/NVP refused and said there is no refunds after 30 days of purchase, or if the insurance company claimed the vehicle a total loss. So I sold the vehicle basically as spare parts for a fraction of what I purchased it for, and they still refused to issue any refund. So not only do they make conditions such that it is almost impossible to repair at their own authorized dealer, but they also refuse to refund the usless warranty even at a pro-rated amount. Looks, smells, walks, and fells like Fraud; a total deception to the customer. Again, I request a refund of the paid warranty given their refusal to repair a covered item.

  

  Business response

  09/09/2024

  Good morning, 
  Please see attached response to customer complaint. 
  Best regards, 
  NVP Warranty Claims Department

   

  Dear *** *******,

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by **** *****, and the vehicle service contract (“VSC”) referenced
  above.

  Upon receipt of this complaint, we reached out to *** ***** on the number provided on multiple
  occasions.

  At the time of this letter, we have not yet received a return call to further discuss the cancellation request.
  Our office can be contacted directly by telephone at: ************ and *** ***** will be directed to the
  correct person to speak with.

  Sincerely,
  NVP Warranty Claims Department

• Initial Complaint

  07/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They are not repairing my car which is absolutely under warranty

  Customer response

  07/31/2024

  Consumer emailed additional information:

  The last 6 digits of the vin is # ******. And the account holders name is ***** ********

  

  Business response

  08/06/2024

  Good morning, 
  Please see attached response to customer complaint. 
  Best regards, 
  NVP Warranty Claims Department

• Initial Complaint

  07/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an NVP 3star warranty with my 2012 BMW 328i a little over 1 month ago. The car stalled and would not restart. I had it towed to a licensed mechanic. The mechanic figured out that the crank shaft had melted. He called the NVP customer service and they told him that they would pay $ 3,000 toward the repair of the vehicle pending inspection from their rep. The rep inspected the vehicle and said that the car was low on oil which caused the problem. So basically the car died because it was my fault. Now they will not pay anything toward repairs. The car did not have an oil leak when we purchased the vehicle and had gone through an inspection just a few weeks ago. This was a waste of my money. This company is a does not pay what it says it will pay.

  

  Business response

  08/06/2024

  Good afternoon, 

  Please see attached response to customer complaint. 
  

  Best regards, 
  NVP Warranty Claims Department

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I bought a car from ****** **** ****** They talked us into buying the the $4,000 extended warranty. We ask if we could cancel it if we didn’t want it. I called Shaffer auto group to cancel it because when we called in VP warranty, LLC. They told us the only way we could cancel it was if we had a total loss on the car or a repo ******* auto group sent us by email the cancellation form and said he would take care of getting it canceled he said it would take a couple months to see it on our loan. This was on October 25, 2023. Shaffer auto group is no longer in business and in VP warranty said that still can’t cancel the warranty. We live in Kentucky three hours away from where we bought the car and nowhere around here will take the warranty so we wanted to cancel it. I have filled out cancellation request form and they still won’t honor it.

  

  Business response

  03/14/2024

  Dear *** ********

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by ***** ******, and the vehicle service contract (“VSC”) referenced
  above.

  Unfortunately, under the terms and conditions of *** *******s VSC, the claim was not eligible for
  cancellation due to the following:

  1) The VSC Terms and Conditions section state that the only qualifying reason for cancellation by the
  contract holder is due to the vehicle being declared a total loss by an insurance company or due to
  repossession of the vehicle by the lender. Unfortunately, neither of these conditions have been met
  and NVP is unable to process a cancellation.

  We are grateful for the privilege of being *** *******s vehicle service contract administrator, and regret
  that the VSC cancellation could not be processed in this instance.

  As always, if Ms. Murray has any additional questions regarding this claim disposition, she may contact
  our office directly by telephone at: 888-270-5835.

  Sincerely,
  NVP Warranty Claims Department 

  Customer response

  03/18/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ******
  
  
  
  
   

  Customer response

  03/19/2024

  We have signed documents, saying that they we want to cancel the warranty.  I hope the rat files went through  

  Customer response

  03/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** ******
  
  
  
  
   

  Customer response

  03/25/2024

  We bought our car in Columbus, Ohio, we live in Worthington Kentucky.  This is about 2 1/2 hour Drive. We took our car to a dealership to have the clutch and throw out bearing worked on. They were leery of taking the NVP warranty, but called and ask about it. Supposedly, they pulled the contract because they wanted more for the labor than what NP was willing to pay ( this was told to us through NVP Warranty. We were told a different story through the dealership.) so after that we called around and went to other dealerships around here and no where is willing to accept the warranty from NVP because no one has heard of it before because it’s 2 1/2 hours away from us.  If something major happens to it and we have to have it towed there that’s gonna cost us more money to have it towed 2 1/2 hours away. 

• Initial Complaint

  01/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/22/24-Took my vehicle to ******** **** because we had recently start hearing a clonking noise when turning the wheel. Whe asked to technician to run a diagnostic on it to determine what the problem may be. The technician informed us that it was leaking fluid from the transfer case and gave us the estimate of 3200. We immediately gave the garage the number and policy to NVP whom we had purchased and extended warranty with at the cost of 2,500. We have had the car for approximately 17 months and had it serviced for regular and routine work, never needing to use this warranty. They turned it down because the mechanic was instructed that he had tear down the case to find cause of the failure, because NVP technician suspected that it was our fault for putting too much transmission fuel. Which was not the case, I am the primary driver and wouldn't even know where it would go. Any work done on the car was by licensed garages. The mechanic at Preston thought this was ridiculous. The time and cost for him to tear the component down wouldn't be work it and expensive for the consumer. He has dealt with company before and said this was there attempt to avoid paying the claim. So, we reached out to NVP ourselves and spoke to a representative that never identified himself. He pretty much said that the mechanic was too lazy to go any further in finding the cause of the problem. So, we paid Preston 180.00 for their diagnostics cost, we were advised to get rid of NVP because they are a scam! The representative that I spoke to was abrupt and defensive, stating that perhaps you should contact your seller if you think they misrepresented our warranty services. (This is after I told him that NVP was presented as premium extended warranty that they highly recommended considering I was buying a used car.) We have since contacted 2 other garages and their response was the same. The cost to tear down will cost us about 1,000 additional dollars for them to "find cause".

  

  Business response

  01/25/2024

   Dear *** ********

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by ***** ********* and the vehicle service contract (“VSC”)
  referenced above.

  NVP is currently awaiting the results of teardown from the shop in order to make a coverage
  determination.

  The terms and conditions of *** ********’s Vehicle Service Contract state that NVP agrees to provide
  coverage for mechanical failures to covered components of the vehicle, provided that none of the
  contractual exclusions apply. The transfer case is an eligible component, but NVP has to ensure that the
  type of failure that the vehicle suffered aligns with coverage terms in the contract. Preston Auto Group,
  the chosen repair facility by *** ********, informed us of a significant fluid leak coming from one of the
  transfer case seals. In order to make a coverage determination, *** ******** needs to authorize the
  repair facility to remove and partially disassemble the transfer case to ensure that the failure was not due
  to lack of lubrication, a condition that is excluded from coverage by the contract terms. Once this is done,
  we will assess the condition of the internal components and make a coverage decision based on that
  information.

  We are grateful for the privilege of being *** ********’s vehicle service contract administrator, and will
  patiently await the shop’s findings once the necessary teardown has been completed, so that we can make
  a coverage decision based on the contract terms.

  As always, if *** ******** has any additional questions regarding this claim disposition, he may contact
  our office directly by telephone at: 888-270-5835.

  Sincerely,
  NVP Warranty Claims Department 

  Customer response

  01/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  After already paying $167 for diagnostics, NVP is requiring further diagnostics be done by way of tearing down the transfer case and disassembling it.  This is a very labor intensive job (approx 6-8 hours) and the cost of this (approx $800-$1000) must be paid by us also.  We feel that for NVP to require this is very unreasonable and still would not ensure the claim would be honored.  This seems to be a tactic they engage in to avoid having to honor the claim.  
  
  Regards,
  
  ***** ********  
  
  
  
   

  Customer response

  01/26/2024

  Warranty is uploaded as requested

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ***** ***** and my wife ***** ***** bought a 2011 ***** ******* *** *** with ****** on Nov 9th 2023. On the day of Nov 15th 2023 we lost power on the expressway with are 8 month old son in the back seat. We had the car tow to a shop and they said the motor is blew up and need to be replaced but nvp warranty doesn't want to pay all of it leaving me and my wife to pay over $7000 to get the car back.

  

  Business response

  11/29/2023

  Good afternoon. 

  Please see attached response to customer complaint. 

  Best regards, 

  NVP Warranty Claims Department

   

  Dear *** *******,
  
  In accordance with your request, we ask that you accept this letter containing important information regarding the complaint submitted by ***** *****, and the vehicle service contract (“VSC”) referenced above. 
  
  We are currently evaluating coverage for *** ******* engine claim that was submitted by ************ Automotive. Per the contract Terms & Conditions, *** ***** must authorize the repair facility to confirm the cause of failure, so that NVP can make a coverage determination. We pre-emptively advised the repair facility that *** ******s contract does have a Liability Limit for of $3,000 for engine claims. 
  
  Mr. Wayne contacted out offices on November 28th, 2023. At that time, we did advise him of the Liability Limit for hie engine claim, and that we are still awaiting the shop to determine the cause of the engine failure. We also explained this to *** ******s wife, when she called our office earlier today (November 29th, 2023). 
  
  We are grateful for the privilege of being *** ******s vehicle service contract administrator, and patiently await the shop’s diagnosis results so that we can make a coverage determination. 
  
  As always if *** ***** has any additional questions regarding this claim disposition, he may contact our office directly by telephone at: *************
  
  Sincerely,
  
  NVP Warranty Claims Department
  

  
  

  Customer response

  11/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *****
  
  
  
  
   

  Customer response

  11/30/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Hi my name is ***** ***** I am responding to your email you send me from the bbb on the nvp warranty they do not want to pay no more then 3000 on the motor that is covered by them and the dealership **** ********** doesn't want to help us has well. All I'm ask is for them to cover it 
  

  
  

• Initial Complaint

  11/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My son bought a *** ****** so I bought 3years worth of warranty for it my son traded the *** in for a ****** ******* so I called the NVP to transfer the warranty to the ****** and was told no it can’t be done so I asked for a refund and they said no it can’t be done. I spent a little over 1,900.00 on that policy and I don’t want to lose it because they wouldn’t transfer it.

  

  Business response

  11/15/2023

  Good afternoon, 

  Please see attached response to the customer's complaint. 

  Regards, 

  NVP Warranty Claims Department

  Customer response

  12/01/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  This was the only email that I have received from you.  I cannot afford to lose almost 2,000 dollars and I’m not willing to allow that insurance to be left on the ***. I asked to have it transferred or refund. This is not right. No one said anything to my son and I that you couldn’t get a refund or transfer it to another car.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased this warranty when I brought the car they just charged me money never covered anything that happened too the car they are fraudulently business false advertise why did you take your

  

  Business response

  10/24/2023

  Good morning!

  Please see attached response to customer complaint. 

  Regards, 

  NVP Warranty Claims Dept. 

   

  Dear Mr. *******,
  
  In accordance with your request, we ask that you accept this letter containing important information regarding the complaint submitted by ******* ****, and the vehicle service contract (“VSC”) referenced above. 
  
  Under the terms and conditions of Mr. ****’s VSC, he is responsible for maintaining his vehicle in accordance with the manufacturer’s requirements as a condition of coverage eligibility. Once the engine claim was reported to NVP, we advised the shop that we would need to obtain copies of Mr. ****’s proof of maintenance for his ownership period. 
  
  ******** **** states that the vehicle in question requires an oil and filter change once a year, or every 10,000 miles, whichever occurs first. Upon examination of the maintenance records provided to us, we noticed a gap of 558 days between the first and second oil changes performed on the vehicle. We informed Mr. **** of this when he called our office on 10/20/23. Once we receive the necessary records showing that Mr. **** complied with the manufacturer’s maintenance requirements, we will be able to move to the next step in our claims process. 
  
  It was mentioned in Mr. ****’s complaint that NVP has never covered anything on his vehicle. While there are several requested parts over the previous 6 claims submitted by Mr. **** that were not eligible for coverage, we have paid $3,318.25 in claims to date on this vehicle’s service contract. 
  
  We are grateful for the privilege of being Mr. ****’s vehicle service contract administrator, and look forward to proceeding with his engine claim once he submits the required proof of maintenance to be validated. 
  
  As always, if Mr. **** has any additional questions regarding this claim disposition, he may contact our office directly by telephone at: *************
  
  Sincerely,
  
  NVP Warranty Claims Department
  

  
  

  Customer response

  10/24/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ****
  
  
  

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  8/9/22, I purchased a 2015 ******* Panamera, also purchasing an extended warranty with NVP Warranty for $3950.00. On 3/17 a dashboard light came on "service all-wheel drive." On 3/21 I took the car to (Bluegrass Motor Sport). I paid $500 for a diagnostic test, results determined the transmission had an "internal failure" and would need to be replaced due to ******* transmissions NOT being serviceable parts. Those findings also identified a leaking timing cover gasket that also needed to be replaced. This quote for $27,873.36 included parts and labor and replacement of the timing cover gasket and a new transmission from the manufacturer. On 3/24, ********* with NVP itemized my estimate informing me of my OOP @ $4556.65, advised me to shop around for cost savings on labor hours and parts. The same day, I transferred the car to (German Tech) for a second diagnostic costing $400. German Tech identified the same findings and provided a quote of $20,571.48. 4/12/23 the adjuster reviewed the findings and requested service records on the cars 60k mile manufacturer required transmission maintenance. Jackie w/ NVP informed me that without those records they would reject the claim. Even after providing the records the adjuster explained NVP was excluding the repair of the timing cover leak, stating "it wasn't a severe enough issue" they also increased the OOP expense from 4k to 6k to repair ONLY the transmission. I later spoke with NVP rep ***** ***** who stated that NVP would now no longer be willing to pay for a new or refurbished transmission, but they found a used transmission on Ebay. I requested service records of said transmission, just as i had to provide my records. They could not provide me with any service documents. I requested a manager about my concerns in receiving a UNSERVICABLE USED PART. NVP refuses to abide by their own contract stated in Terms & Conditions, line 7, pg 4 Per ******* Manf. their transmissions are NOT serviceable parts (New or Used).

  

  Business response

  10/05/2023

  Good afternoon, 

  Please see attached response to customer's complaint. 

  Regards, 

  NVP Warranty Claims Department

   

  Dear **. *******,
  
  In accordance with your request, we ask that you accept this letter containing important information regarding the complaint submitted by ***** ****, and the vehicle service contract (“VSC”) referenced above. 
  
  We are ready to move for**** with the transmission replacement in **. ****** vehicle. NVP has sourced a used unit with 42k miles, and we are willing to have that part shipped to the repair facility. Conversely, we have also offered a monetary contribution in the amount of $7,195 for the part itself, should **. **** choose to opt for the remanufactured unit the shop has. We understand that ******* will not install a used unit per their trade practices, but **. ****** service contract is with NVP, which states that a used unit replacement is at the discretion of NVP. We are awaiting **. ****** decision on utilizing the part that NVP can provide, or instead accept the contribution. 
  
  **. ****** complaint also states that they spoke with and NVP employee by the name of ***** *****. This is an inaccurate statement, as ***** *****’s is a used part supplier that NVP sometimes utilizes to procure serviceable used components. 
  
  It was also mentioned in **. ****** complaint that there was a timing cover seal leak. An independent mechanical inspection showed photos showing that there is not an active leak from said seals, but some seepage around the gasket edge which is not unusual for a vehicle of this age/mileage. A seal failure causes an active leak to a drip, which is not evident here. If the repair facility has any additional information regarding the leak, we will certainly evaluate the findings and re-assess as necessary. 
  
  We are grateful for the privilege of being **. ****** vehicle service contract administrator, and regret that coverage could not be applied in this instance.  
  
  As always, if **. **** has any additional questions regarding this claim disposition, he may contact our office directly by telephone at: ************.
  
  Sincerely,
  
  NVP Warranty Claims Department

  Customer response

  10/13/2023

  
  

   

  Regards,Better Business Bureau:

  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   

   

  NVP's response is the same information that was already shared with me prior to filing my complaint.
  
  
  The first problem I have, that was not responded to, is how can I be recommended to shop around for a lower estimated and do so. Only to be charged more out of pocket the second time around. I was capable of obtain a quote $7000 cheaper than the original quote, but my out-of-pocket expense was raised from $4556 on the first quote by *******, to over $6000 for the lesser quote provided by German- Tech.
  
  
  Second, I was forced to provide the 60K mile service records of the original transmission inside my car, or NVP would not honor the warranty. They cannot provide me with the same service information for the used transmission, that they are wanting to stick me with, as I was required to provide. If a used transmission is to be installed in my ******* with no service records, what happens if I experience another issue with my transmission once my warranty expires. Per NVP, they would not honor a warranty on such a transmission.
  
  
  The third issue I have is that per NVP's warranty contract, under terms and conditions, line 7 (parts). It clearly states that "Replacement of covered components we be made with new, remanufactured, rebuilt, aftermarket or SERVICEABLE USED PARTS of like kind chosen solely at the discretion of the administrator." ******* transmissions are NOT serviceable parts. This was explained to me by the ******* service departments and ******* America. ******* does NOT sell or distribute parts to perform any repairs to their transmissions. All damaged ******* transmission must be sent to ******* for an exchange. The damaged transmissions are broken down and completely rebuilt by certified ******* technicians to factory specs before being redistributed. If the used transmission they found online with absolutely no service records, fail after my warranty period is over. You cannot acquire any parts to service the transmission. Making it a UNSERVICEABLE PART. Thus, the reason my transmission can't just be serviced, but must be completely replaced. Therefore, if the ******* transmission is a NON-SERVICEABLE PART. That would make a used ******* transmission, a NON-SERVICEABLE USED PART. Per their contract, they cannot provide me with a NON-SERVICABLE USED PART. That leaves only a new, rebuilt, or remanufactured part!
  
  
  My fourth issue is that I told NVP that since my initial quote with ******* included a new transmission and all new parts, and the out of pocket was only $4556. I would rather go with that quote. Only to be told that instead of them honoring the pricing from the initial quote, that included them purchasing a rebuilt transmission from ******* ($14,000). That they are now only willing to contribute $7195, the cost of the used transmission they found online with no service records, to the cost of the transmission provided by *******. NVP has a recorded conversation between me and their sales rep. *********. Discussing all parts and labor that would be covered by NVP in the initial quote and what my out of pocket would be.
  

  
  
   

  

  Business response

  10/13/2023

  Good afternoon, 

  Please see attached second response to the customer's complaint. 

  Regards, 

  NVP Warranty Claims Department

   

  Dear **. *******,
  
  In accordance with your request, we ask that you accept this letter containing important information regarding the complaint submitted by ***** ****, and the vehicle service contract (“VSC”) referenced above. 
  
  We want to address **. ****** 4 individual clarification points. 
  
  NVP does not own or operate any repair facilities. That being said, we do have a partnership with RepairPal, which is a national organization of participating repair facilities. At the end of the day, NVP is merely a reimbursement tool for the customer. Each of the 2 claims that were called in were individually assessed and adjusted in accordance with the VSC Terms and Conditions. 
  
  The maintenance record requirement is pursuant to the VSC Terms and Conditions under the Customer Responsibilities section. NVP is facilitating the delivery of a used transmission assembly which would be fully warranties for the remainder of **. ****** contract. **. ****** request for maintenance records on said used unit is not outlined in the VSC terms, and therefore is irrelevant. 
  
  **. **** has a different definition of what a serviceable used component is. We routinely use used parts obtained from various vendors, and have utilized used component for repairs on all luxury makes in the past. There is no reason to believe that the factory used component will not operate as designed provided it is installed and programmed properly. 
  
  **. Wards initial claim quote was obtained prior to NVP locating a used transmission for the vehicle. Since parts availability fluctuates greatly in this industry, we had parts become available by the time **. **** took his vehicle to the second repair facility. 
  
  As always, if **. **** has any additional questions regarding this claim disposition, he may contact our office directly by telephone at: 888-271-5835.
  
  Sincerely,
  
  NVP Warranty Claims Department
  

  
  

  Customer response

  10/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** **** **
  
  
  
  
   

  Customer response

  10/18/2023

  Marqus,
  
  
  In the process of responding to NVP, I accidentally submitted a blank response.
  
  
  Please accept this email as my formal response to NVP Warranty.
  
  
  As mentioned in my previous concern. NVP's response is not properly addressing the inaccuracies of upholding their end of the purchased contract.
  As we are aware NVP is NOT a certified / licensed repair facility. So, how does the determination of "serviceable parts" and labor be properly assessed by an estimation service/ referral service (Repair Pal) which could use a completely different model calculation than the company (ALLDATA) that is clearly outlined in my contract. 
  First, the diagnostics were performed by 2 certified ******* repair facilities. Their determinations were the same. That the transmission is not a serviceable part which is why it is a completely replaced item.   
  
  
  In regard to the "maintenance record requirement" as listed in the VSC terms and conditions: customer responsibility. There was never any issue with providing those records to NVP when requested of the policy holder. However, the language is ambiguous, nowhere in the VSC terms and conditions does it state that NVP is "NOT" obligated to provide any records or specifications requested for any parts being purchased or replaced on behalf of the policy holder.
  
  
   Without any records of "serviceable used components from various vendors" to reassure that said items have not experienced any major damages ex: (flood, severe accidents or internal failures) or have failed to be properly serviced as required by the manufacturer. Your own warranty would not honor such a transmission without service records. This in turn, makes my request very relevant. Also, NVP is facilitating the use of a "USED" transmission with 42,000 miles, no service records and a near end warranty. When I was initially quoted a rebuilt transmission with zero miles and an ADDITIONAL 2-year manufacturer's warranty.  This idea of irrelevancy makes me very uncomfortable with having a used item in a 60k dollar car with no records and very little warranty life.
  ,
   However, my other concern is that your adjuster stated that they were unwilling to repair the gasket leak stating that it was merely a "seepage". This is clearly just wording to avoid honoring the responsibilities of the contract. Specifically, leakage and seepage are exactly the same thing as stated in the Webster Dictionary. No where in the contract does it specify how large, small or severe a leak or malfunction has to be to ensure repair. Any component of the automobile that does not operate as designed is subject to repair or replacement as outlined in the " Exclusionary Coverage".
  
  
   Another matter that was never addressed in either response was as to why my "out of pocket" expense went up after obtaining an estimate that went down by 7,000 dollars when relocated to another repair shop per NVP recommendations. This caused major concern for me since you also now reiterate the inconvenience this has caused me with getting a verifiable transmission at less Out of Pocket cost offered by ********* *******.   
  
  
  Not upholding valuable nor standard warranty obligations by using a play on language just makes for poor business practices. I would like to have these matters resolved as quickly as possible. The months-long stagnation and unresolve has caused a major inconvenience on my family.  
  
  
  
  
  

*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. ↩