ComplaintsforNational Auto Care Corporation

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 3 year warranty i purchase about a 1 and 1/2 ago on my 2008 **** escape through National Auto Care warranty. My car has been in the shop since Sept 18th or so of 2024 and the warranty said they went to Finish line auto where I had bought the car and were told the car is not there and went to auction. Which is false. My car is at Auto Medics in ******** MT and has been there since Sept 18th. The warranty claims then that the inspector went to *********** and was told the car was not there and had gone to auction. Which again is not true. The warranty then claimed that the business *********** did not contact the warranty via phone to resolve this. Which is not true according to what Auto Medics told me in writing and on voice call. The main concern is that the warranty is acting fraudulent and saying they went to the shop when the shop has says they have not. And the warranty is lying about myself and Auto Medics not having called to report the discrepancy. I need the warranty to pay to fix my car's steering shaft that has been making noises for about a month and 2 1/2 weeks now prior to my car getting t-boned.

  

  Business response

  10/02/2024

  To Whom it may concern:

  We spoke to the repair facility(Auto Medics) on 10/1/24 and an inspection has been scheduled.

  The customer can contact our ********************* for claim updates.

  Thank you,

  *** ****

  National Auto Care

   

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I filed a warranty claim for my vehicle with the business and they are not fully honouring the terms of the contract. They approved parts/service for one component, however the most vital and crucial part of the repair is being denied. The reason behind their decision is invalid. I was told that it is being denied because of continued use. I did not continue to use the vehicle before the damage occurred. I could not because it was inoperable. Furthermore, the company has no substantive proof that there was any continued or that the damage occurred because continued use of the vehicle. Additionally, I was informed by the service manager who is a certified repair technician in the car brand, that these vehicles are prone to overheating because of the Eco Tech system which uses aluminium parts as opposed to steel for the engine. I have submitted an appeal, after speaking with a customer service manager, however it was immediately denied. On appeal, I requested that someone other than the customer service manager review my claim only it discover that it was the same customer service manager who made the decision to deny the claim again. Seeking your help with getting a resolution before pursuing any legal action. Thank you.

  

  Business response

  09/17/2024

  To whom it may concern:

  Per the Inspection Report(3rd party inspector) - Engine damage(warped engine block & cylinder head) was caused by the vehicle over-heating.  Over-heat damage is excluded per terms of Mr, Robertson's service contract.

  Mr. Robertson's claim has been reviewed by the Powertrain Team and a Claims Supv.  

  Mr. Robertson may contact our Claims Dept and speak to a Claims Supv if he has any further questions,

  Thank you,

  Joe Ross

  National Auto Care

  Customer response

  09/26/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22298056
  
  I am rejecting this response because: although the business states overheating damage is excluded per the terms of my service contract, there are precipitating issues with the vehicle that caused the overheating. The overheating is a result of another mechanical issue, specifically the relay switch on the radiator cooling fan motor. The claims adjuster and power train team who review my claim has continuously failed to take this fact into account. They have also been directly advised about other mechanical issues specific to the make/model of the vehicle by the service manager of the repair facility. The business has also neglected requests for return calls and replies to discuss this matter in more detail. For several weeks, the service manager at Davis Chevrolet has attempted to reach the company’s owner and has not received a response. I do not consider this issue resolved. 
  
  Regards,
  
  Demond Robertson

  

  Business response

  09/30/2024

  To whom it may concern:

  Per the 3rd Party Inspection - The Engine was run in an Overheated condition causing the Engine Block & Cylinder Heads to warp.

  Per Mr. Robertson's contract - damage due to Overheating is Excluded:

  Exclusion # 11:  Engine block and cylinder heads if damaged by overheating, freezing, or warpage.

  This is the basis for Mr. Robertson's claim being denied.

  Please contact me if you have any questions.

  Than you,

  Joe Ross

  National Auto Care

  Customer response

  09/30/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22298056
  
  I am rejecting this response because: the company still has not fully addressed this issue. The engine overheated because of another mechanical issue. Since it is the result of that issue and damage to the vehicle should be covered. When looking into this matter further, this company has a history of denying claims for the same reason and routinely approves claims that are little more than the exorbitant premium amounts customers pay them. 
  Also, Joe Ross, the person who has been providing responses from the company and is listed as the responder to this complaint could not be reached. I called and the customer service rep Jay stated he does not know who he is. As Joe Ross is the respondent/representative of the company in this situation, I am asking to speak directly with him. 
  
  Regards,
  
  Demond Robertson

  

  Business response

  10/02/2024

  To whom it may concern:

  I will contact the customer directly to address their concerns.

  Thank you,

  Joe Ross

  National Auto Care

  Customer response

  10/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22298056
  
  I am rejecting this response because: the business is still misrepresenting the findings of the claim’s adjuster’s findings. During a call with Joe Ross me repeatedly misstated what the independent claim’s adjuster indicated on his report. And refused to escalate the issue to his supervisor when I requested. He also volunteered to send me the inspection report which I confirmed that I wanted to received however never followed up. I sent an email to the company after failure to receive the requested report and also requested to speak with Joe Ross’ boss. Someone named Jerry (he didn’t bother providing his last name) stating  he was VP of claims called and left a  vague voice message stating they were sending out another to review the claim, “they may have found other issues with the vehicle” but  “they wouldn’t be covered either.” Completely pointless if I’m being honest. Finally did receive the inspection report and discovered NAC altered the original findings to support their reason for denying the claim, listing an issue that is under the “exclusions” section of my contract. They are duplicitous and actively withholding information and manipulating and even inventing facts. I believe they are  providing kickbacks to repair facilities/service techs to make false statements in order not to approve claims. I plan to continue to pursue this matter and will be reaching out to consumer advocacy groups and seek legal representation. 

  
  Regards,
  
  Demond Robertson

  

  Business response

  10/15/2024

  I have responded to Mr. Robertson multiple times explaining National Auto Cares decision concerning his claim.
  I have also spoken to Mr. Robertson, reviewing the details of this claim and the reasoning behind our decision.
  There are no more details of this claim to add to what I have already explained to Mr. Robertson.
  
  Please contact me if you have any questions.
  Thank you,
  Joe Ross
  Claim Relations Advocate
  
  
   

  Customer response

  10/15/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22298056
  
  I am rejecting this response because: 

  Joe Ross is a liar. He has not responded to all of my concerns. I have yet to receive the inspector report he stated he would email. Furthermore, it appears that information on the inspector's report was altered/amended by National Auto Care in order to justify them not approving my claim. This person and the company as a whole are untrustworthy and duplicitous. 

  
  Regards,
  
  Demond Robertson

  

  Business response

  10/15/2024

  To whom it may concern:
  

  Per the 3rd Party Inspection - The Engine was run in an Overheated condition causing the Engine Block & Cylinder Heads to warp.
  

  Per Mr. Robertson's contract - damage due to Overheating is Excluded:
  

  Exclusion # 11:  Engine block and cylinder heads if damaged by overheating, freezing, or warpage.
  

  This is the basis for Mr. Robertson's claim being denied.

  NAC authorized the amount of the Head Gasket Repair($2,161.37) towards the engine replacement.

  Please contact me if you have any questions.,
  

  Thank you,
  

  Joe Ross
  )National Auto Care

  Customer response

  10/18/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22298056
  
  I am rejecting this response because: 

  the inspection report was amended by National Auto Care to support their decision for denial of my claim. The damage outlined is the result of another issue, not the cause of failure.

  Also, I still have not received a copy of the original inspection report as I was told I would by Joe Ross. 
  I plan to file a civil suit within the coming weeks. 
  
  Demond Robertson

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased on 10/23/24 a 2022 cruiser mpg from Travel Camp in ********** Fl I purchased fabric protection for $1482 . When I picked up following day in 24 to head out of town with camper for work purpose and they had not applied the fabric protection due to lack of staff . They scheduled me to to come back in 30 days to pick up remotes that were missing, file a warranty claim and apply protection to fabric. I arrived to appointment and doors were closed and out of business. I messaged the sales associate who stated that camping world fired everyone and to contact them . I contacted camping world and they stated the acquisition has not yet been finalized and gave me a travel camp corporate # that went to voicemail. I left numerous messages about this and no response only thing I did receive was my tag in the mail that was 30 days passed the temporary tag expired date. I contacted nation auto care 2/27/24 they directed me to send email to ***************************** and no response not surprising. I received and email finally from Camping world announcing that they took over Travelcamp and if I needed and service to contact them. So I called *********************** at camping world who stated there are a number of Travelcamp customers with similar complaints and unfortunately they took over assets and not problems and she would look into it . I doubt it as I been dealing with this for almost 1 year . I called nation auto care today and spoke with ****** who states its not there problem that they assume that the travel camp did their job, I assured her I wouldnt be wasting my time over the year if they did but she had no remorse and wouldnt provide me with and employee # or her supervisor and simply said leave a message and take 5 days to respond and transferred me to a voicemail. Listen I would not be eating my time almost a year trying to get my money back if it was done which it wasnt inspect the camper if they like Im not in the business of giving my hard earned money

  

  Business response

  09/04/2024

  To whom it may concern:

  Thank you for forwarding ********************** comments to us.   We will contact ****************** directly to address his concerns.

  ***************

  National Auto Care

  Customer response

  09/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22215552
  
  I am rejecting this response because: no one has attempted to reach out to me 
  
  Regards,
  
  ***********************

  

  Business response

  09/06/2024

  To whom it may concer:

  Please have the customer contact the ********************** ******************* ************** - for cancellation procedures and his refund.

   

  Thank you,

  ***************

  National Auto Care

  Customer response

  09/06/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22215552
  
  I am rejecting this response because: they want me to send in a form now to the same email they had me send initial request never returned my email so until check is in hand I will not accept response its been 1 year dealing with this situation 
  
  Regards,
  
  ***********************

  

  Business response

  09/09/2024

  To whom it may concern:

  Unless we receive the needed documents, we cannot process your request.  I am sorry if we are requiring you to resubmit some information that you may have submitted in the past - but i have no record of any other forms being received for this contract.

  Someone will be contacting you shortly to assist you.

   

  ***************

  National Auto Care.

   

  Customer response

  09/09/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22215552
  
  I am rejecting this response because: I resubmitted documents on 9/6/24 and spoke to a representative today waiting in *************** response . I have been dealing with this for almost 1 year I will continue to reject resolution till I receive my refund for services not done 

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

  Customer response

  09/09/2024

  Re sent on 9/6/24 to *****************************************************

  

  Business response

  09/12/2024

  To whom it may concern:

  We have contracted the customer and reviewed with him what he must do to receive his refund.

  He can contact NAC **************** to check the status of his refund.

  ***************

  National Auto Care.

  Customer response

  09/19/2024

  Received call and they stated refund will be sent out still have not received 

  

  Business response

  09/23/2024

  To whom  it may concern:

  Mr. ********* contract was cancelled on 9/13/24 and his refund is being processed.

  Please allow 10 business days to for the refund check to arrive.  If the product was financed, the payment may go to the lienholder.

  Mr. ******* can contact NAC **************** if he has any questions concerning where his refund is being sent.

  Thank you,

  *** Ross 

  National Auto  Care

   

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  BBB transcribed from hard copy complaint form received via US Mail:To fix awning tube which is attached to motor. Failed holes for crews blow out need to replace whole motor. **************** citing exclusion #8 which states nuts, bolt, or fasteners unless internally lubricated.I am also sending paper work that warranty company received from *********** and refused to cover citing #8. It it was nuts, bolts or fasteners, no problem, but this is motor assy

  

  Business response

  09/03/2024

  Good morning.

  We are in receipt of the complaint filed by ******************************* regarding his claim for repair to his RV unit.  National Auto Care will work directly with ****************** regarding this matter.  

   

  Customer response

  09/10/2024

  BBB called the consumer using an automated calling system.  The consumer replied with a text message  with the number 1 indicating that their complaint was resolved and could be closed - see below for details:

   

  **************

  ******************************** 22174198

  National Auto Care Corporation

  Sep 10, 2024 11:31 AM

   

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I bought my Jeep Gladiator on 05/14/2022 I purchased an extended warranty. I traded that Jeep in on a Jeep Wrangler with a full year left on the factory warranty so the extended warranty would not have paid anything. I terminated the contract as I traded my Gladiator in and National Auto Care only refunded 70%. Being it was still under factory warranty where they would pay nothing I expected the whole contract price back. I am an Allstate agent and very familiar with prorations. In this situation with factory warranty still in place I expect it all back.

  

  Business response

  08/14/2024

  To whom it may concern:

  We have spoken to the customer today and explained to ****************** that his service contract was cancelled per the terms and conditions of his contract.

  Cancellation process is outlined under Section 10 of the attached contract.

   

  ****************;

  National Auto Care

  Customer response

  08/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22140634
  
  I am rejecting this response because: They did not cover the car during the factory warranty.  Contract was terminated prior to man warranty was over.  I should get a full refund because of that.
  
  Regards,
  
  ***********************

  

  Business response

  08/20/2024

  To whom it may concern:

  The customer cancelled the contract. 

  The contract was cancelled per the terms and conditions of the contract listed below:

  If You request cancellation more than thirty (30) days after the Agreement Effective Date, we will refund the prorated Agreement Price based
  on the greater of the days remaining in force or the miles driven under the Agreement Term, less a cancellation fee of seventy-five dollars ($75.00).
  In the event the cost of this Agreement was financed, and a refund is owed, then the lender of said financing will be additionally named on the refund
  check.

  The contract was purchased on 5/14/202.

  The contract was cancelled by the customer on 6/18/2024.

   

  Please contact me if you have any questions.

   

  ***************.

  National Auto Care

   

   

  Customer response

  08/20/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22140634
  
  I am rejecting this response because: Your date of purchase is incorrect.  Please explain what you cover or will pay for when the vehicle is under warranty.  I believe it is nothing.  If it is nothing why would you expect to keep a portion of the premium for NO coverage afforded by your company?
  
  Regards,
  
  ***********************

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a 2022 *** ********* from Celebration *** on June 27, 2021. Got an extended warrantee from NAC. for the amount of $2000. I trade in the ********* 7-01-2024. Bought a 2025 ***** NX 350. Sent in a cancelation form to NAC. The told me they owed me a refund of $1390. Called on 7-19-2024 and was told my refund was sent to Celebration *** on 7-18-2024. I asked how could the send my refund to a car lot no longer in service. The told me to contact the new dealership ******** ***. I did. ******* told that there is no l9nger a Celebration *** so they could not have possibly sent them anything. And nothing was sent to ********. So I called Nation Auto back. Then was told it was sent to ************ I called *********** who financed the *********. And was told that they do not recieve refund cancelations from NAC. I called NAC back abd was told very rudely that they didn't know where the money was and to stop calling. I told them I was told that they were the ones losing money due to my cancelation and they should be the ones upset and hung up on. It's clear I am being scared abd given the run around. I have traded cars in before with a NAC warrantee and was usually sent my refund directly. I am at a $1390 loss and being disrespected by having concerns of where my finds are. I would like my monies returned to me and wish to NEVER do buisness with this company again. When I told them I would call the BBB. The representing Saud do whatever I'd like it's not going to get my funds returned and have a nice day. I have never had such a horrible experiance. As I read their reviews. It's clear II am not the only person that have treated this way. I need help to resolve this issue. It is my money abd I would like them to place it rightfully to the party it belongs to.

  

  Business response

  08/14/2024

  To whom it may concern:

  Thank you for forwarding the customers comments to us.  We will contact the customer directly to address their concerns.

  ***************

  National Auto Care

  Customer response

  08/29/2024

  Description:
  Constituent stated he purchased a vehicle that came with a warranty in 2022 and recently traded it in for
  a new vehicle. Constituent was supposed to get a refund for the warranty from National Auto Care on
  7/18/24 and has not received the money. Constituent is getting the runaround from the warranty
  company.
  

  Satisfactory Solution:
  Constituent wants a refund.
  Complaint No. 1061561

  

  Business response

  09/04/2024

  To whom it may concern:

  Thank you for forwarding ******************** comments to us.  We will contact **************** directly to address his concerns.

  ***************

  National Auto Care

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  August 8th 2024 My sunroof broke and it wouldn't close so I went to get it fixed at *********** where I had purchased the car on Dec 31 2022. I also purchased the gap coverage and *************************** extended warranty (National Auto Care) for around $4300. It's the premier warranty package that they had. So the dealership calls and tells me that they will only cover sunroof motor. Not the sunroof housing, wind deflector or seal( which is an exclusion and was expecting to pay for that. But in contract under exclusions it didn't have sunroof housing or wind deflector in it. So I call them up and they said the adjuster denied the sunroof housing because its a window. It is called a sunROOF. Then they said that the wind deflector iwas also denied as because its part of the window seal (which is an exclusion). I asked the *** how can something deflect and seal the the same thing at the same time. This company is crooked. If they did that to me with such ease am sure this at their first complaint to the BBB. Next the Attorney General of Ohio Consumer...I have the contract here which I will send

  Customer response

  08/09/2024

  Oh I also believe that they changed their name to EasyCare when I was looking up complaints on them. They have a bunch 

  Customer response

  08/09/2024

  The sunroof is under ROOF in my Buick Enclave manual.  If ***** calls it a sunroof and puts in the ROOF part of their manual, then that's what it is.

  Customer response

  08/09/2024

  The sunroof is under ROOF in my Buick Enclave manual.  If ***** calls it a sunroof and puts in the ROOF part of their manual, then that's what it is.

  

  Business response

  08/12/2024

  To Whom it may concern:

  Thank you for forwarding Mr.  ****** comments to us.  We appreciate the opportunity to review the matter and will contact ************ directly to address his concerns.

  ***************

  National Auto Care

  Customer response

  08/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22114050
  
  I am rejecting this response because: National Auto Care has not yet reached out and contacted me to resolve this issue. I will wait until I hear from and how they will resolve this issue before I close this complaint. It's been nearly a week and would have assumed that they would have reached out by now. Hopefully they will soon
  
  Regards,
  
  *******************

  

  Business response

  08/16/2024

  To whom it may concern:

  We are contacting the dealer now to authorize this repair.  

  Please contact me if you have any questions.

  ***************

  National Auto Care.

  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 on basis of the repair getting done and only being responsible for the sunROOF seal. If that is the end result I will be satisfied with the resolution to this complaint. I appreciate the help that BBB has provided and National Auto Care for agreeing to pay for the repair(minus the sunroof seal). Thank you 
  
  Regards,
  
  *******************

• Initial Complaint

  08/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a warranty with this company on 2/18/24. I have tried to file a claim and keep getting the runaround on claims. I contacted NAC several times and they keep sending me places that either doesn't except there services or does the repair. I was told by NAC that in order to cancel I had to have the dealership initiate it in which I did back in May 24. I have tried to get status, and NAC keeps stating no status is available. I contacted BMW Mini of Knoxville, and they said I need to contact NAC to get the policy cancelled. I contacted NAC again and they stated BMW need to cancel it. I am tired of the runaround. I purchased a Gap coverage for $995.00, Key Replacement for $399.00 and an Appearance for $939.00. I would like a refund for these services

  

  Business response

  08/07/2024

  TO whom it may concern:

  Thank you for forwarding the customer's comments to us and we will contact the customer to address their concerns.

  *** ****

  National Auto Care

  Customer response

  08/07/2024

  [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

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hit a deer and totaled my car on June 17th. After I got my insurance payout, I called National Auto Care on July 12th to file my gap insurance for the remainder. They sent me an email stating all the documents they needed, and I sent all of the documents. Today, July 26th, I finally received an email from my adjustor *******************************. The email is very vague. It reads, "Hello, my name is ************** and I am your assigned adjuster for your total loss GAP claim. Please be advised the documents listed below are needed to process your total loss claim:Call Dealership and Request:- Loan contract - Buyers order/Purchase order - Refund cancellation quotes and copies of contracts for all additional products purchased (i.e. service contract, tire/wheel, key, etc.)Call Insurance and Request:- Settlement breakdown - Vehicle valuation report (need all pages in a PDF format, no screen shots please)- Order/Obtain a Police report/Fire report (we cannot accept an insurance cause of loss letter unless the loss was with an animal or weather related)."The thing is, I already sent all of these documents in my initial email July 12th. I called and talked to customer service, she advised me to "just do whatever the email says." Which is fair, but I already sent all of these documents, why do I need to send them again? I tried to get ahold directly with my adjustor ***** to get this figured out, but the representative said that isn't possible and they would take my number for her to call me. 3 hours later still no call from *****. Horrible communication and customer service. Just another greedy insurance company. Who knows how long it will take for them to actually contact me and actually pay my leanholder. It's already been over 2 weeks, made zero progress, and I'm just left confused and frustrated. 0/10

  

  Business response

  07/30/2024

  To Whom it may concern:

  Thank you for forwarding ******************** comments to us.  We will contact **************** directly to address his concerns.

  ****************;

  National Auto Care

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Gap Insurance on 5/6/2023 from National Auto Care through a dealership and on 6/23/24 totaled my vehicle. I was not at fault and sent in my paperwork after the insurance company finished their investigation. There has been no resolution to countless emails and voicemails to the adjustor Lashuntre Williams assigned to my case. The lender claims I have a deficiency balance of $2504.42 with an interest of $1.50 a day to accrue if the balance is not paid by 7/07/2024. This is extremely unprofessional to not respond to a customer's concerns about such a serious matter. This accident caused me to lose transportation, and I was injured. This is added stress and I need the matter resolved as a possible.

  

  Business response

  07/01/2024

  To whom it may concern:

  Thank you for forwarding Mr. ******** comments to us. We will contact Mr. ****** directly to address his concerns.

  *** ****

  National Auto Care

*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. ↩