ComplaintsforNational Auto Care Corporation

• Initial Complaint

  12/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They keep claiming they won’t cover a repair as it falls under the warranty of the shop. That is FALSE as that is NOT the part that is failing. The shop’s warranty only covers it if it’s the exact same part failing. It is NOT. The part that is failing is BEHIND the part that the shop previously repaired. So far I have paid out of my POCKET for EVERY repair on our RV. This warranty company has covered NOTHING!! Yet they claim it’s a “repeat repair.” How can they claim that when they have paid NOTHING on all my last claims? That’s what I’m having an issue with. I’d be happy if they paid for everything but those previously replaced parts. I even tried talking to agents on the phone about that. If these claims denials keep happening for reasons like this, I’ll be contacting an arbitration attorney. I have paid $11,000 for this warrant, and ended up spending $15,000 on the motorhome in my OWN money due their claim denials!! If I was the CEO I’d be ashamed of myself.

  

  Business response

  12/27/2022

  Thank you for forwarding this complaint to National Auto Care for review.  NAC will contact the contract holder directly to address this matter.

  Customer response

  12/29/2022

  ********************************************
  
  The part they are denying the claim off of is on the left. It will be destroyed when the coppery removed it to get to the failed part
  
  
  Sincerely
  *** ********

  

  Business response

  12/29/2022

  We are in receipt of the diagram shared by the complainant.  We have been attempting contact with Mr. ******** with no success.  Please advise if there is a different number to reach him at.  

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 8th, 2022, I took my 2017 Chevy Colorado into ***** ****** dealership in ******** ** for transmission repair. It was diagnosed and filed with National Auto Care for repair. When the truck was purchased, we added the extended warranty coverage through National Auto Care. National Auto Care sent ***** ****** a salvaged transmission for the truck to be repaired. We picked up the vehicle, drove it less than 150 miles when it began to have issues once again. The truck was taken back to ***** ****** to be inspected. It was determined that this transmission was also bad. National Auto Care then sent a second transmission to repair the truck approximately 6 weeks ago. Again, the transmission was no good. ***** ***** has been trying to locate a remanufactured transmission, but it is on backorder with no estimated time of delivery. National Auto Care is now wanting the dealership to replace more parts to see if this might fix the problem. I have been making payments on the truck, paying for insurance coverage on this vehicle for 4 months now and have been without a vehicle to drive. When calling the customer service line for National Auto Care, they are very inconsiderate and offer no suggestions for how to resolve this problem. We continue to get the same answer each time we call that they are waiting to hear from their inspector. I have asked to speak to the inspector directly, but they will not allow me to do so. We are looking for answers, what the end solution is, and a timeline for when we can expect to have the truck repaired and returned.

  

  Business response

  12/19/2022

  Thank you for forwarding this complaint to National Auto Care.  NAC will contract the contract holder directly to address the matter.

  

  Business response

  01/08/2023

  Thank you for providing this update to NAC.  We continue to work with Mr. ***** in this matter.

  Customer response

  01/11/2023

  Close complaint. If needed I will reopen later. Thank you.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/30/2022 my wife and I rented a vehicle from Enterprise Car Rental in Chattanooga TN to be returned 12/07/2022. Our car is at a Ford dealership awaiting a transmission for replacement which happens to be on factory backorder. According to the extended warranty we have through National Auto Care, under my wife ******* name, we are allowed to rent a vehicle for up to 7 days and not to exceed $50 per day. We returned the rental car and submitted a reimbursement claim with National. When we called to check the status of our claim we were told, by 3 different people, that we were approved for only 4 days and this only to be paid upon completion of repairs. The formula they told us is used to determine this amount is not stated anywhere in our contract. We argued that we rented the car in good faith based upon the information given us by their agent named Darlene confirming the information in our contract. The last member of management I tried to contact never returned my call. We feel we should receive $350($50 per day times 7)which is what our contract states. The dealer where our car is has no loaners available for awhile and the transmission backorder is not their fault or ours. The time frame for receipt and installation of our transmission is still undetermined.

  

  Business response

  12/14/2022

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

   

  Thank you for your time in this matter.

   

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

  Customer response

  12/16/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 18562295
  
  I am rejecting this response because: I have not been contacted by the company and don't expect to be. 
  
  Regards,
  
  *** ****

  

  Business response

  12/16/2022

  We have been attempting contact by phone and email with no success.  Can you secure a contact number or email they wish to be reached at and we will do so immediately so that we can resolve this complaint.  Thank you.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On or about 5.16.2022 I sold my 2020 honda pilot to **** ****** in winter park Florida. which was purchased at dealership in Enfield act. My purchasing was done through financing through ******** ***** ******* . a GAP insurance was applied. Having done so many times , I informed selling the dealer of the sale and provided sale documents at their request. Waiting patiently for my GAP refund FROM ******** ***** ******* I was told repeatedly to call in a month due to some delays on the FINANCE company . Finally after 7 months of waiting I was told that they don’t have the money which is $490 and to call ***** ******* . I did . ***** ******* told me the money was applied at the sale and pay off and to call the purchasing company **** ****** because they have them a credit during payoff . I did . The purchasing company **** ****** ** ****** **** who purchased my car claims they don’t have my money because THE ONLY ONE WHO CAN CANCEL THE GAP IS THE ONE WHO SOLD IT TO ME . So who is lying to me here . They all seem to have logical explanations. ***** ******* claims the gave the money to auto nation **** ****** denies and literally accuses *** ***** OF stealing my money. I feel I am being tossed around like a ball being a woman and being undermineded as a result! This is unacceptable that after 7 months and those three companies are playing games with me. I demand you three figure out where that money went and come up with that refund .

  

  Business response

  12/09/2022

  Thank you for forwarding this complaint to National Auto Care.  NAC will contact the contract holder directly to address this matter.

  Customer response

  12/20/2022

  [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

  10/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  can not get any info on a claim made and am just meet with angry employees and hangups

  

  Business response

  10/19/2022

  National Auto Care is in receipt of this complaint.  National Auto Care will work directly with the customer to address their questions.  

  Customer response

  10/20/2022

  [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

  09/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  09/09/2022 Paid 43133.00 for warranty Was never told extended warranty wouldn't be active on day of signing. Hello this is ****** from advance automotive the warranty company called and stated they would not cover the fix due to it not being past 30days and 1,000 miles and that you needed to take it back to the dealer where it was purchased to have it fixed. They stated that even if you waited the 30 days and drove the 1,000 miles they would not cover due to its a previous issue. I am a disabled veteran and 48 mile away from their 1000 miles, had I known the contract would not be active for three weeks later I would have kept my other extended warranty till this one became active. Company has not tried to fix problem.

  

  Business response

  09/13/2022

  Thank you for forwarding this to NAC's attention.  NAC will contact the contract holder directly to address this matter.

  Customer response

  09/13/2022

  [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

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Over a month ago, my vehicle, a Kia Optima had engine failure. I sent my Kia Optima to Ricart Kia because they told me I had warranty and a recall on my vehicle. After inspection, they told me they would not cover the engine repairs because my recall has expired. They have yet to clarify why. Regardless I had warranty with National Auto Care and the repairs should be covered by them. Unfortunately National Auto Care disputes Ricart Kia claim that the recall expired and has denied service for my car. As of today, I have yet to hear any information from Ricart Kia and National Auto Care regarding status on my car.

  

  Business response

  08/17/2022

  Kia has declined assistance because a recall PI1802 ECU LOGIC UPGRADE (KSDS) was not done prior to the customer engine issue.  We the Dealer would be happy to perform the work, but someone needs to pay for the service and parts.  The customer will need to work with Kia or their Service Contract Company.  Please understand it's not up to the Dealer to make that decision.  We just need to know how payment will be provided for services.  I hope you can understand our position.

  Thank you for allowing us the opportunity to respond.

  

  Business response

  11/02/2022

  NAC proceeded to handle the claim per the terms and conditions of their contract.  Payment was processed on the claim in October.  

• Initial Complaint

  08/04/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I purchased this extended warranty for my 2016 Jeep Cherokee Trailhawk. I took my vehicle to a licensed and trusted local dealer for popping sounds in the steering while driving. The licensed and trusted local dealer said that the Front Struts and Front Wheel Hubs needed to be replaced. National Auto Care only authorized the Struts to be replaced. After a two and one-half month wait, the OEM Struts arrived and installation began. Upon installation of the parts, it was discovered that the front Steering Knuckle was damaged and needed to be replaced. National Auto Care denied the claim, stating that the Steering Knuckle was a fastener under the exclusion list of the contract. Per the licensed local dealer (and common sense), this $400.00 part is not a fastener and is required for the operation of the vehicle. A basic google search of a Steering Knuckle will give you this definition, "The steering knuckle is a vital component of the front axle in your Jeep. It mounts to the axle housing with through ball joints and allows the wheel hub and bearing to turn left and right allowing you to steer your Jeep." As for the Wheel Hubs, after installation of the Struts and the Steering Knuckle, National Auto Care will then revisit the claim, probably to deny them again. Additionally, I attempted to contact National to get detailed answers about the claims/denials, but they did not let me talk to the actual "claim adjuster" who made the decision/someone with knowledge, just a person in a call center that started to laugh when we were discussing my claim. This company constantly denies claims and should be held accountable if they are going to continue to do business.

  

  Business response

  08/05/2022

  Thank you for forwarding this review to NAC.  NAC will contact the contract holder directly to address this matter.

  Customer response

  08/09/2022

  [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 if they do actually pay for ALL the repairs. The car is still in the shop waiting for parts to be delivered. The wheel hubs are still up for discussion and I do not want to go through this again if the repair facility says that it is needed and National Auto says that they will not cover the repairs. 

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

• Initial Complaint

  06/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a car warranty from National Auto Care. After a couple of months I traded the vehicle in for a new one. I have tried to reach someone numerous times with no help. I am trying to cancel the policy and get my refund. It seems as if they are avoiding me in hopes of not having to return any funds.

  

  Business response

  06/28/2022

  Thank you for forwarding this matter to NAC.  NAC will contact the contract holder directly to address this matter.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I HAVE A 2015 DODGE JOURNEY AT ***** TRANSMISSION IN LOVELAND CO ###-###-#### PHONE. NAC REQUIRES MY MAINTANENCE RECEIPTS FOR OIL CHANGES AND TIRE ROTATIONS FOR THE WARRANTY TO BE EFFECTIVE. I EMAILED THESE RECEIPTS ON 6.9.22 AND NAC CALLED TODAY AFTER ME CALLING MULTIPLE TIMES A DAY FOR AN UPDATE,TO TELL ME IT WAS DENIED THAT WE WERE MISSING A TIRE ROTATION, CABIN AIR FILTER AND SPARK PLUG. WARRANTY STATES EVERY 6000 MILES ON TIRES AND MOST OF THE TIME I DONE THEM EVERY 3000 WITH OIL. WARRANTY DIDNT SPECIFY AIR FILTERS CABIN FILTERS AND SPARK PLUGS WHICH IS THE BASIS ON THEIR DENIAL. I AM IN MISSOURI AND MY VEHICLE IS IN COLORADO AND FOR NAC TO DENY MY CLAIM IS WRONG AND MAYBE EVEN ILLEGAL. THEY HAD MY INFORMATION FOR 6 WORKING DAYS TO TELL ME NO.......PLEASE INVESTIGATE THIS. IT IS WRONG ON SO MAY LEVELS.

  

  Business response

  06/17/2022

  Good afternoon.

  Thank you for forwarding this matter to NAC.  NAC will be contacting the contract holder directly to address this matter.

  Scott L*****

  Customer response

  06/23/2022

  I AM ACCEPTING THE OFFER BECAUSE I WANT MY VEHICLE FIXED THATS BEEN IN THE SHOP SINCE 5.27.22 WAITING ON APPROVAL FROM NAC. HOWEVER, THEY ARE REQUIRING ME TO PAY FOR SPARK PLUG AND WIRE REPLACEMENT THAT IS NOT IN THE WARRANTY AND ONLY PAYING 3500.00 TOWARDS MY REPAIR OF 4500.-5000.00 BECAUSE THEY CAN GET ONE IN A SALVAGE YARD FOR 3500.00 AND I FEEL MORE COMFORTABLE HAVING MINE REBUILT/REPLACED. NAC HAS NEVER CONTACTED ME AFTER THIS COMPLAINT WAS FILED...THEY HAVE ONLY CONTACTED ***** ************ WHO IS REPAIRING MY VEHICLE. I FEEL I HAVE NO CHOICE BUT TO ACCEPT THIS TO MOVE FORWARD AS MY CAR IS IN COLORADO AND I LIVE IN MISSOURI AND IM GOING ON A MONTH WITH NO VEHICLE. NAC HAS THE WORSE CUSTOMER SERVICE I HAVE EVER SEEN AND I HAVE WORKED WITH THE PUBLIC FOR 35 YEARS. THEY INTIMIDATE AND TAKE ADVANTAGE OF PEOPLE THINKING THEY DONT KNOW ANY BETTER. THANK YOU FOR YOUR HELP. I REALLY APPRECIATE IT.

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

*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. ↩