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Complaint Details
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Initial Complaint
06/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a National Warranty through National Car warranty call dome last week when my car transmission was acting up they had me tow it to a repair shop that was recommended by the call service person the repair shop diagnostic the repair as needing a transmission repair came to a total of $6,100 the warranty company is only wanting to pay $4,100 and it's telling me I need to figure out a repair shop that will do it for what they are willing to pay or pay the difference the warranty still cover everything at the cost of the repair shop is requesting for the repair due to the contractual agreement in the warranty of up to $7,500 I have been without a car for a week and now I have to go through trying to figure out a repair shop willing to work with a warranty company after a diagnostic was done by this repair shop and then have it towed to another repair shop which should be more along the lines of the warranty company figuring out who's going to repair it at this point
Business response
06/10/2022
Good morning.
I am in receipt of this inquiry. We are currently reviewing the matter and will be reaching out directly to Mr. ******** to advise on what we are able to do on this matter.
Scott L
VP Claims, Customer Service, and Operations
Customer response
07/28/2022
I am rejecting this response because: At this time my car have been down for 3 months and to 2 repair shops because they did not like the price of the 1st repair shop and did not want to pay the amount for the repair, I was told I needed to cover the difference which was 1900.00 or find a shop that would fix it for less. Had it towed to another shop and the 1st transmission did not fit so NAC sent them one. As of today my car is still sitting there and the responds from the repair shop was "dealing with warranty work such as your we have to wait on them to approve the work on your end and that takes time." I need my car back so I can work and at this point in time a new job because I can not leave early anymore or I will be let go and the rental I am in is due back on 7/29 so that mean starting next week I going to have to leave early due to the last bus is at 11 PM and I do not get off till midnight. I sent in for rental reimbursement on 7/12 for the first rental I had and have yet to see anything on that. The 2nd rental was picked up on July 12 and due back on 7/29. I have now use all my savings and some of my bill money to keep my job.
What I am wanting at this time is my car fixed either at the repair shop it is sitting at or NAC can have it move to another shop. I need my car fixed ASAP not just sitting at the repair shop but the shop working on it to get the transmission in and the car back to me. Also I want the reimbursement for the rental paid out ASAP.
I am done with all the run around that I am getting for all involved.
Business response
08/04/2022
Thank you for forwarding this matter to NAC following the complainants response. NAC continues to work directly with this contract holder to address the concerns that have been brought forward.Initial Complaint
04/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
HI I AM EMAIING YOU ALL CONCERNING MY 2017 HYUNDAI ELENTRA WHAT HAS OCCURREED WAS THE BREAKS FAILED AND HIT ANOTHER VEHICLE . THE CAR IS A TOTAL LOSS OF POWER AND IS STILL IS LOOSING POWER. THE CAR SHUTS OFF AND IS A TOTAL LOSS . IT HAS A KNOCKING ROD UNDER THE HOOD WHICH COULD CATCH A FIRE AT ANY MOMENT ACCORDING TO MICHELLE A LADY I HAD SPOKEN WITH CONCERNING THIS ISSUE IN THE PAST . THE CAR HAS MISFIRES WHICH HAS CAUSED IT TO HAVE A COIL WHICH DID NOT HELP THE CAR IN GETTING FIXED ON ANY TERMS , THEN WHAT HAPPENED WAS IT WAS DIAGNOSIS WITH A ENGINE PROBLEM I HAVE PAYED OUT MONEY WHICH I DO NOT HAVE TO GET THE VEHICLE FIXED BUT IT DID NOT DO ANY GOOD . I HAD WARRANTY ON MY VEHICLE WHICH THEY REFUSED THE COVERAGE AND DID NOT PAY FOR MY VEHICLE TO BE FIXED . SINCE THEN THE CAR STILLS SHUTS OFF AND NOW WILL NOT CRANK AT ALL . THE CAR HAS BEEN GIVING ME ISSUES SINCE I PURCHASED IT IN 2017 AND NOW ITS NOTHING TO DRIVE I HAVE BEEN LEFT WIHOUT A VEHICLE FOR THE LAST 3 MONTHS AND THIS HAS CAUSED ME ISSUES . I NEED A RENTAL CAR SO THAT I CAN HAVE SOMEWHERE TO DRIVE CAUSE I HAVE A MINOR CHILD WHO IS SICK AND THAT NEEDS TRANSPORTATION . i REALLY NEED A VEHICLE TO GET FROM A TO B AND NOT ONE THAT HAS CAUSED ME AS MUCH ISSUES AS THIS ONE HAS .THE VEHICLE USED TO HAVE SMOKE COMING FROM UNDER THE HOOD AND HAS ALOT OF PROBLEMS . WITH THE NATIONAL AUTO CARE I HAVE NOT BEEN HELPED BECAUSE THEY REFUSED TO HELP ME GET MY CAR FIXED , PAY FOR AN ENGINE OR ANYTHING AND HALF THE TIME THEY WERE VERY RUDE AND NEVER WANTED TO LISTEN TO WHAT I HAD TO SAY WAS WRONG WITH THE VEHICLE AT ALL TIMES . I WROTE COMPLANTS WITH THEM AND THEY NEVER COULD HELP ME WE NEVER GOT AN RESOLUTION AND THEY NEVER SAID THEY COULD HELP ME THEY DENIED THE CLAIM ON ALL TERMS AND THEY WOULD NOT HELP WITH THE ENGINE DUE TO LACK OF SERVICE OR REPAIRS ON THE VEHICLE ,Business response
05/02/2022
Customer response
05/04/2022
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]
Complaint: 17043860
I am rejecting this response because: they are saying that it is lack of lubricant and they are not providing me details as to what they are going to do to help me get the vehicle fixed . I have a paper from Columbus Hyundai that says that it was engine problems this vehicle has been having problems for a while now I contacted the national auto care and the Hyundai place numerous amounts of times but one lady had told me that it was a recall on that vehicle. I need either my vehicle fixed money back or another vehicle .
Regards,
****** ******Initial Complaint
04/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
In March 2022, National Auto Care denied a warranty claim for repairing the transmission on our 2016 Chevrolet Tahoe asserting that the spark plugs weren't replaced at 97,500 miles thus violating the requirement that vehicle maintenance be completed in accord with manufacturer's recommendations. First, there is no causal link between spark plug condition and transmission failure. Second, the spark plugs were changed, but at the recommendation of the Chevrolet service consultant rather than an arbitrary number in a manual. A quick scan of Chevrolet Dealer website recommendations for spark plug replacement shows suggested intervals of 30,000 miles to “whenever engine performance decreases” to “when the check engine light comes on” to “usually around 100,000 miles.” I couldn’t find a dealer site that specified 97,500 miles as their recommended interval. thus, the concept of "manufacturer's recommendations" appears much less specific than that asserted by National Auto Care. Additional details, contract information and timeline are found in the attached documents.Business response
04/06/2022
Dear *** *****,
After reviewing Mr. *******s claim and supporting documentation, it has been determined that ADG/NAC has liability for replacing the transmission on his vehicle. The repair facility will be contacted shortly to authorize Mr. *******s repairs.
Thank you for your time in this matter.
*** ****
Claim Relations Advocate
National Auto Care
Customer response
04/06/2022
[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. Both Chevrolet dealers involved in this matter deserve credit for their prompt communication and professionalism. Perhaps this event will serve as a catalyst for National Auto Care to review and revise their processes for making claim decisions.
Regards,
****** ******Initial Complaint
03/22/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased an extended warranty with National Auto Care. About three weeks ago, my car would not go in reverse.I tried 3x to put in reverse and it would not go. The engine light came on. Onstar sent notification for engine or transmission issue. Park brake assist light was also on and has flashed on dashboard while driving. Took it to the shop, they wanted to flush the transmission fluid. They later said it was the solenoid in the transmission, and that the whole transmission had to be replaced. Warranty company states that that is not a guarantee for the fix. So here I am paying a car note for a 2018 Buick Enclave and a warranty with National Auto Care. Meanwhile my car can breakdown at anytime while driving and there not doing anything. I want my transmission replaced.Business response
03/23/2022
**** *** *********
We are in receipt of the BBB complaint filed by ****** ******* concerning her claim and request for contract cancellation. We will reach out to Ms. ******* to discuss the claim further as well as provide her cancellation instructions if she chooses to cancel this contract.
Thank you.
***** ******
VP Claims, Customer Service, and Operations
Initial Complaint
03/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
National Auto Care (800) 526-8678 (614) 839-7680 gapclaims@nationalautocare.com http://nationalautocare.com/claims I purchased GAP insurance for $895 and due to Covid and the government shutting the world down 05/20, 06/20, 07/20 and 08/20 payments were deferred. That was out of my control and I would think there would be some sort of exception to the rule for the sake of everyone. The GAP coverage has settled on a payment to the bank of $103 - when the balance outstanding is over $1600. According to them "deferred payments do not count" which is not in writing on the signed contract i have with them - which I have a copy of that was given to me by the dealership. Covid was NOT MY FAULT.Business response
03/11/2022
Dear Ms. ****,
Thank you for forwarding Ms. *****'s comments to us. We appreciate the opportunity to review the matter and will contact Ms. ***** directly to address her concerns.
Thank you,
Joe Ross
Claim Relations Advocate
National Auto Care
Initial Complaint
03/03/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
National Auto care has been my warranty provider that I paid $2,000+ dollars for a 100,000 Mile witch was to include all mechanical and electrical repairs to my 2013 Honda pilot. This contract started on oct of 2018. On 02/28/2022 my cars check engine light came on flashing and I immediately parked and called National Auto Care. My car's agreement say it expires at 146,000 and current odomiter is around 82,000 miles. They towed my car to Hill Conuntry Honda located at 7338 West Loop 1604 N San Antonio Tx. 78254. I talked to ***** ***** and he had said that they found oil on the spark plugs and said this is common with that year model car and should be covered under my extended warranty(His phone number is 210-265-6480 by the way). National had an inspector come out and he said him self that he did not see why national would not cover the repair. To my surprise and also ***** at Honda they said they will not cover one dime of the repairs. ***** has told me that this is the first time ever that this type of repair has been denied. I demand that National Auto Care pay the repairs and upon that we are done period. I will never use there service again. The bill came out to $3400 and my rental car came out to $488. This is misleading that you elude that you will cover any defects that may happen mechanical or electrical and then say in small print that the pistons have to be broke to cover this type of repair. I find this wrong and that they are the only warranty service to deny this repair is wrong. I have not modified my car in any way and have followed all the guide lines of the warranty agreement. I believe also that it is the responsibility of the BBB to warn of this type of misleading information to the public. I will have the repair bill and rental car bill next week and please contact me by email or phone so we can get this situation resolved. Thank you.Business response
03/07/2022
Dear *********,
We have worked directly with Mr. ****** and his repair facility of choice to remedy the matter based on our review of the terms and conditions of his contract and the coverages that should have been applied on this claim. We now are just waiting for the shop invoice in order to conclude this claim.
Thank you for bringing this to our attention so that we could apply the appropriate correction for Mr. ******.
*****
Customer response
03/08/2022
[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:
National Auto Care has complied to the charges and we have completed the repairs in a fair manner. I would like to remove this complaint from the BBB and no further action is neccessary.
Regards,
***** ******Initial Complaint
02/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a 2012 chevy 3500 duramax in October 2021 it has been to the shop 7 times for turbo problems last week Feb 25th 2022 the extended warranty company sent a guy out to look at the truck the shop where it was took the guy for a test ride and the inspector is looking out the window not paying attention to the shops computer like the guy driving told him to wouldn't listen to the truck just kept trying to get the shop to sign off that there's nothing wrong with the truck was even being rude to the shop employee cause he would not sign off saying there's nothing wrong with the truck it's costing me 5000.00 dollars out of pocket to have my truck fixed after I paid for a extended warranty in that warranty the turbo charger is covered under it but they are refusing to do anything about it I gotta have my truck repaired cause it's my work truck and with season slow rite now that's alot of money I don't have rite now and gotta take a loan out just to get my truck fixed after I paid this company for the extended warrantyBusiness response
03/01/2022
**** *** *********
Thank you for forwarding Mr. ******'s comments to us. We appreciated the opportunity to review the matter and will contact Mr. ****** directly to address this concerns.
*** ****
Claim Relations Advocate
National Auto Care
Initial Complaint
02/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I totaled my car at the beginning of December and knowing I had gap I was relived to know whatever was left I wouldn’t have to worry about. Come to find out they denied any help to pay off the remaining 2500 left on the vehicle and told me all they could do was refund what was paid for the service. That does not do for me and practically told me that I’m still upside down on how much I owe so they would not cover nor do anything for me. This is money I do not have and it’s their job to make sure the customer is taken care of and I do not feel they have done what they needed to.Business response
02/25/2022
**** *** *********
Thank you for forwarding Ms. ******** comments to us. We appreciate the opportunity to review the matter and will contact Ms. ****** directly to address her concerns.
***** **** *** **** ****** ******** ******** ******** **** ****Initial Complaint
02/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I had previously purchased two different vehicles from **** **** Motors in Fostoria, Ohio. I added the service contracts for these two vehicles. The purchase price was $1661 on 2019 Ford Escape. The purchase price on 2020 Jeep Compass was $1897. I purchased a new vehicle on 1-31-22 and was reminded to cancel any service contracts. I contacted NAC on 1-31-22 and requested cancellation on both service contracts. I asked how much of a refund I would be receiving. Customer service representative I spoke with told me $1100 on the Ford Escape contract and $1465.62 on the Jeep Compass contract. They explained I needed to contact the dealer to finalize cancellations. I went out to **** **** and signed cancellations for both service contracts. I called back on 2-2-22 to verify that these had been cancelled and was given completely different refund amounts of $819.72 for the Ford Escape contract and $1226.45 for the Jeep Compass contract. On 2-16-22, I received a refund check from **** **** for $1422.27. Apparently the refund check comes from the dealer I was told. This amount is way lower than the amounts I was given when I spoke with NAC on both 1/31/22 and 2/2/22. I called NAC again on 2-16-22 and they would not even give me the refund amounts I was due. I am requesting that I be refunded the amount of $1100 on the Ford Escape contract and $1465.62 on the Jeep Compass contract.Business response
02/22/2022
Dear Ms. *****,
Thank you for forwarding Mr. ******** comments to us. We appreciate the opportunity to review the matter and will contact Mr. ****** directly to address his concerns.
Thank you,
*** ****
Claims Relations Advocate
National Auto Care
Initial Complaint
02/08/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I recently sold my Mitsubishi that I bought from Mitsubishi of Fort Myers, Florida. When I went to cancel all my warranties they told me they where no longer under the same ownership and gave me a email (FLcancel@celebrationkia.com) to write to get my warranties canceled. I have sent an email to that email address with all my sell info and I have heard anything back from them. I have tried calling the person in charge of canceled product at Celebration Kia and I yet to hear back from her as well. Today I called her boss (*****) and left a msg about my complaint. I don't think this company will get back to me.Business response
02/14/2022
Dear *** *****
Thank you for forwarding *** ********* comments to us. We appreciate the opportunity to review the matter and will contact *** ******* directly to address her concerns.
Thank you,
*** ****
Director of Claim Relations
National Auto Care
Customer response
02/14/2022
[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,
******* *******
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Customer Complaints Summary
90 total complaints in the last 3 years.
46 complaints closed in the last 12 months.