ComplaintsforIndependent Dealer Group, Inc.

• Initial Complaint

  10/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From March to October of 2024, I have been attempting to get a repair shop to work with them. They are extremely difficult to reach and talk with.They did not honor my contract in the manner it was written which does not state the repair facility has to contact them, but rather I can do it on their ********* facility wants to work with this provider. Waste of money, waste of time.

  Business response

  10/16/2024

   

  Independent Dealer Group, Inc. (IDG) is in receipt of BBB Complaint ID ********.

  IDG is not able to loctate a customer in our records based on the information provided in the customer information section of the complaint.

  Please provide an Agreement number and/or VIN of the Vehicle so that we may locate the Agreement and provide a response to the complaint

  Regards,

   

  Customer response

  10/16/2024

  I am rejecting this response because: It is clear the business did not bother looking as my original attachment contains the contract with the vin and agreement #. Ive gone ahead and attached it again.

  Business response

  10/17/2024

   

  Thank you for providing a copy of the Agreement.

  Independent Dealer Group, Inc. (IDG) has located a claim in the system and we provide the following information.

  On September 5, 2024 IDG received a call from the repair facility to initiate a claim for the following concern to the customers vehicle:

  1. Customer states paint on hood and roof is fading from weather exposure.

  IDG advised the repair facility that photos of the damage and a full repair estimate is required to determine coverage under the Agreement.

  IDG received the photos of the damage and a preliminary estimate for repairs on October 10, 2024.

  IDG advised the repair facility that the Agreement only covers the areas affected (roof and hood) . IDG advised that the  additional panels and blending will not be eligible for coverage under the Agreement, and the repair facility will need to provide a consolidated estimate for the covered repairs only.

  IDG received the consolidated repair estimate on October 15, 2024 and authorized the repairs in accordance with the terms and conditions of the Agreement.

  Upon completion of t repairs, and receipt of the final repair invoice, IDG will promptly issue payment for authorized repairs to the servicing repair facility.

  Please contact our office if you have any questions,

   

• Initial Complaint

  09/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In 2021, I bought a car and financed it through ***********, adding Smart Autocare as the ************* provider. I have been waiting for the *** payment since May 5th, 2024 from Smart Autocare. No timelines will be provided, and my credit has derogatory marks due to their negligence and unwillingness to pay off the claim. I have provided all of their necessary documents more than once. No one will contact me.

  Business response

  10/01/2024

  Good Afternoon Hannah, 
  
  ************************** is in receipt of BBB Complaint 22348254.
  As the correct administrator is Independent Dealer Group, Inc. can you please readdress the concern from NSE to IDG?
  I appreciate your help,

  Business response

  10/25/2024

   

  Independent Dealer Group, Inc. (IDG) is in receipt of BBB complaint ID ******** and provide the following information.

  On May 14, 2024 a *** claim was initiated due to a total loss of the vehicle occurring May 6, 2024.

  As per the *** Addendum the customer was advised that the following documentation is required to process the claim:

  1. *** Claim Form- Must be completed and signed. E-signatures are not accepted.
  2. *** Addendum/contract- a copy of the original, signed, and dated *** contract from the date of purchase.
  3. Finance Contract- a full copy of the original, signed, and dated loan contract from the current lien holder.
  4. Bill of Sale- a full copy of the original, signed, and dated bill of sale. Also known as a VA Buyers Order/NJ Retail Purchase Order.
  5. Dealer Invoice/******* Sheet- MSRP/Retail value of the vehicle from the date of purchase.
  6. Aftermarket Warranty Contract(s) AND Copy of Warranty Refund Check(s)- copies of all aftermarket warranty contracts purchased. Customer must cancel all aftermarket warranties only (do not cancel ***) through the dealership and provide us with a copy of the cancellation refund check. As this can take anywhere from 30 to 90 days to be completed, customer will need to reach out immediately to dealer to obtain copies of warranty contracts AND to request warranty contract(s) be cancelled. If dealer is no longer in business or if customer has an issue cancelling through **********************, customer will need to contact warranty company to assist in this process.
  7. Payment History- full payment history with running balance from the current lien holder including payoff at the date of loss.
  8. Insurance Declaration- a full copy of the primary insurance declaration policy reflecting ALL coverage on the totaled vehicle at the date of loss.
  9. Insurance Settlement Check- or claim payment screen, including the date of issue, amount, and payee.
  10. Vehicle Valuation Report- a full copy of the insurance vehicle valuation report.
  11. Detailed Cause of loss Letter: Letter from insurance explaining in detail what happened, and that vehicle was deemed a total loss.
  12. Verification of Total Loss Letter- a verification of total loss letter including the date and cause of loss. The letter must specify the vehicle was deemed a total loss.
  13. Settlement Breakdown- breakdown that indicates how insurance settlement was calculated.
  14. Payoff Letter a payoff letter that confirms the lenders address to submit *** payment

  On September 27, 2024 IDG received all necessary documentation and processed the claim in accordance with the terms and conditions of the addendum.

  On September 30, 2024 IDG issued payment to the leinholder in accordance with the terms and conditions of the Addendum.

  With payment, IDG has fulfilled our obligations under the Addendum and consider this matter to be closed.

  Please contact our office if you have any questions,

   

   

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 18th 2024 I was contacted by the service consultant at the ************* in ************* about the repairs needed for for my car and was told the amount it would cost me to have the problems repaired after the Endurance inspector came out to assess the problem. I was told by the ************ consultant that ********* said it will not cover the labor costs on the repairs because the labor rates were too high which leaves me stuck with a $6283.00 repair bill that I cannot afford. I am retired and living on a pension. What am I paying them for every month??!! I have had this coverage since 2020 and never used it once until now. This is not right it is criminal I need help with this deceptive company.

  Business response

  09/19/2024

  ********* is simply the selling agent for this contract. The administrator is Smart AutoCare. This means that Smart AutoCare is responsible for the approval or denial of claims,and Endurance plays no role in the administration of claims. 
  
  Please forward this complaint to Smart AutoCare:
  
  Smart AutoCare (***********************************************************************************************************************************************************)
  

  Business response

  10/01/2024

  Good Afternoon Hannah, 
  
  ************************** is in receipt of BBB Complaint ID ********.
  As the correct administrator is Independent Dealer Group, Inc. can the complaint please be readdressed from NSE to IDG?
  I appreciate your help.
  Please let me know if you have any questions, 
  
  ******* ******
  

  
  

  Business response

  10/25/2024

   

  Complaint ID ******* had been addressed to Independent Dealer Group, Inc. (IDG).  IDG has forwarded the complaint to the correct administrator Ownershield, **** for response.

  ***************** (OSI) is in receipt of BBB Complaint ID ******** and provide the following information.

  On September 12, 2024 a claim was initiated under the Agreement for the following concerns:

  1. Customer states air bag light is on. Codes 9573376b121400 9577969b1225f1. Found right front passenger presents module in seat internal failure, open circuit, performed pinpoint test.

  2.  Customer states leaking oil on floor. Found both right and left engine mounts leaking

  3. ) Customer states sees coolant dripping on floor. Found oil cooler leaking coolant.

  *** issued authorization for covered repairs on September 17, 2024

  On September 25, 2024 *** issued payment for authorized repairs to the servicing repair facility.

  With payment for authorized repairs, *** fulfilled our obligations under the Agreement and consider this matter to be closed.

  Please contact our office if you have any questions

   

  Customer response

  10/28/2024

  I am rejecting this response because:   This does not address the company's responsibility to pay the entire repair claim less the deductible of $100.00. The company has been in business long enough to know that luxury vehicles have a  higher part and labor rates.

  Customer response

  10/30/2024

  Reimbursement for these charges will satisfy your customer ****** *****. *************************** TV commercials states that they have paid up to $14,000 on a single vehicle repair. Are these claims false?

  Business response

  10/30/2024

   

  ***************** (OSI) is in receipt of the customer rejection notice regarding ******************** Complaint ID ********.

  In the rejection notice the customer stated "*************************** TV commercials states that they have paid up to $14,000 on a single vehicle repair. Are these claims false?"

  *** is the administrator responsible for claims adjudication under the Agreement sold by Endurance ("Seller"), and have no knowledge of the advertisements or statements made by the Seller.

  As stated under the Agreement Declarations Page; You should read this Agreement carefully. It contains the entire agreement between You and Us. It takes precedence over any other written or oral statements made to You with respect to this Agreement. This is a service agreement, not a warranty.

  OSI adjudicated the claim in accordance with the Agreement terms and conditions under SECTION THREE BREAKDOWN COVERAGE; A. BREAKDOWN COVERAGE; ** will repair, replace, or have repaired or replaced any Covered Part which experiences a Breakdown. In case of Breakdown You must follow the procedures in SUBSECTION B, IN CASE OF BREAKDOWN. ** will reimburse You or Your State Licensed / Licensed Repair Facility for preauthorized expenses incurred, less the deductible (if applicable) for the repair or replacement of a Covered Part. At the sole discretion of the Administrator, ** will pay up to the manufacturers suggested retail price for a part. Replacement may be made with new, remanufactured or used parts, which are of a like kind and quality comparable with the original design specifications and wear tolerances of Your Vehicle. At the sole discretion of the Administrator, ** will pay up to the State Licensed/Licensed Repair Facilitys published hourly labor rate multiplied by the appropriate operation time as published in a national labor rate time guide. At the sole discretion of the Administrator, ** reserve the right to request Your Vehicle be moved to another State Licensed/Licensed Repair Facility

  On September 25, 2024 *** issued payment for authorized repairs to the servicing repair facility and with payment for authorized repairs, *** fulfilled our obligations under the Agreement and consider this matter to be closed.

  Any concerns regarding the advertising or sale of the Agreement will need to be addressed to the Seller of the Agreement.

  Thank you, 

  Customer response

  10/30/2024

  I am rejecting this response because:   Endurance Warranty should have covered all of this repair  expense except the $100 deductible.

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Smart autocare was purchased for gap insurance on my vehicle. My vehicle was in an accident months ago. Total loss. I started the gap insurance instantly after my accident. Everyone has sent gap the information they needed. Insurance, bank, police report, dealer. I have since contacted once a week trying to figure out the status of my case. Everytime I call its something new they need or dont have. I send it over call again then its something else. I have been getting the ring around forever now. It has majorly impacted my credit score by over 150 points because gap wont pay off the truck. I constantly call. And I seem to be getting nowhere. Im not sure what else I can do at this point

  Business response

  10/02/2024

   

  Independent Dealer Group, Inc. (IDG) is in receipt of BBB Complaint ID ******** and provide the following information.

  On May 13, 2024 IDG was advised that the customers vehicle was involved in a ********************** vehicle accident resulting in total loss.

  IDG established a GAP claim and advised the customer that the following documentation is required per the Addendum to finalize the claim:

  1. GAP Claim Form- Must be completed and signed. E-signatures are not accepted.
  
  2. GAP Addendum/contract- a copy of the original, signed, and dated GAP contract from the date of purchase.
  
  3. Finance Contract- a full copy of the original, signed, and dated loan contract from the current lien holder.
  
  4. Bill of Sale- a full copy of the original, signed, and dated bill of sale. Also known as a VA Buyers Order/NJ Retail Purchase Order.
  
  5. Dealer Invoice/******* Sheet- MSRP/Retail value of the vehicle from the date of purchase.
  
  6. Aftermarket Warranty Contract(s) AND Copy of Warranty Refund Check(s)- - Copies of all aftermarket warranty contract(s) purchased. Customer must cancel all aftermarket warranties only (do not cancel GAP) through the dealership and provide us with a copy of the cancellation refund check(s). As this can take anywhere from 30 to 90 days to be completed, customer will need to reach out immediately to dealer to obtain copies of warranty contracts AND to request warranty contract(s) be cancelled. If dealer is no longer in business or if customer has an issue cancelling through **********************, customer will need to contact warranty company to assist in this process.
  
  7. Payment History- full payment history from the current lien holder including payoff at the date of loss.
  
  8. Insurance Declaration- a full copy of the primary insurance declaration policy reflecting ALL coverage on the totaled vehicle at the date of loss.
  
  9. Insurance Settlement Check- or claim payment screen, including the date of issue, amount, and payee.
  
  10. Vehicle Valuation Report- a full copy of the insurance vehicle valuation report.
  
  11. Police Report- a complete copy of the police report with incident details.
  
  12. Verification of Total Loss Letter- a verification of total loss letter including the date and cause of loss. The letter must specify the vehicle was deemed a total loss.
  
  13. Settlement Breakdown- breakdown that indicates how insurance settlement was calculated.
  
  14. Payoff Letter- a payoff letter that confirms the lenders address to submit GAP payment

   

  On July 1, 2024, IDG received the following documents:

  settlement check, payment history, valuation report, police report, loss letter, insurance declaration page.

   

  IDG advised the customer that the following documentation will still be required to process the claim on July 1, 2024:

  1. GAP Claim Form- Must be completed and signed.
  2. GAP Addendum/contract- a copy of the original, signed, and dated GAP contract from the date of purchase.
  3. Finance Contract- a full copy of the original, signed, and dated loan contract from the current lien holder.
  4. Bill of Sale- a full copy of the original, signed, and dated bill of sale. Also known as a VA Buyers Order/NJ Retail Purchase Order.
  5. Dealer Invoice/******* Sheet- MSRP/Retail value of the vehicle from the date of purchase.
  6. Aftermarket Warranty Contract(s) AND Copy of Warranty Refund Check(s)- - Copies of all aftermarket warranty contract(s) purchased. Customer must cancel all aftermarket warranties only (do not cancel GAP) through the dealership and provide us with a copy of the cancellation refund check(s). As this can take anywhere from 30 to 90 days to be completed, customer will need to reach out immediately to dealer to obtain copies of warranty contracts AND to request warranty contract(s) be cancelled. If dealer is no longer in business or if customer has an issue cancelling through **********************, customer will need to contact warranty company to assist in this process.
  7. Settlement Breakdown- breakdown that indicates how insurance settlement was calculated.
  8. Payoff Letter- a payoff letter that confirms the lenders address to submit GAP payment.

   

  On September 24, 2024 IDG received the following claim documentation:

  statement, bill of sale, gap addendum, finance contract, loss letter, VSC Agreement, Total Care Agreement. 

   

  Upon review of the documentation provided, IDG advised the customer that the following documents will be required to process the claim:

  Bill of Sale- a full copy of the original, signed, and dated bill of sale.  (COPY RECEIVED NOT SIGNED)
  
  Dealer Invoice/******* Sheet- MSRP/Retail value of the vehicle from the date of purchase.
  
  Settlement Breakdown- breakdown that indicates how insurance settlement was calculated.

   

  As of this date of response on October 2,  2024, IDG has not received the missing documentation required to process the claim.

  The customer will need to provide the missing documents to ************************************************************** to process the claim.

  Please contact our office if you have any questions,

   

  Customer response

  10/02/2024

  I am rejecting this response because:   I have provided everything several times over and over. Each time its something new you didnt receive but Ive sent a file that has every single document you need all in one file. So theres absolutely zero reason for you to say you dont have something. This has been an ongoing problem. 

  Business response

  10/11/2024

   

  Independent Dealer Group, Inc. (IDG) is in receipt of customer the rejection notice pertaining to BBB Complaint ID ********.

  All required documentation was received and the claim was processed for payment on October 4, 2024.

  On October 7, 2024, payment was issued by IDG to the lienholder in accordance with the terms and conditions of the Addendum.

  With payment of claim, IDG considers this matter to be resolved.

  Please contact our office if you have any questions,

   

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is against Smart ********* warranty . About 2-3 years algo I purchased a 2018 F150 from a dealership Off lease only ( the filed bankruptcy last year and they are no longer around). When I purchased the vehicle since it was used they offered me extended warranty and I decided it was a good idea in case something happened to the car. The warranty was paid fully because it was included into the loan of the car. I never had to make a claim to the warranty until now, the truck has a transmission and ball joint issue and needs a new transmission but they have denied the claim to the dealer because the truck has modifications. When I bought this truck I didnt know it had modifications or that the warranty wasnt going to cover that because the sales man and or the finance guy didnt explain that to me ever or I wouldnt of purchased something that when i needed it wasnt going to cover the work. I went by myself and my 8 month baby. Smart auto denied the transmission claim because of the modifications ( we purchased that way) and I was not told it warranty was a waste but the charged me the full amount. All I am asking is for them to cover the whole labor and parts of changing the transmission and ball joints or refund me the whole amount I paid to purchase the warranty since I was taken advantage off, smart auto only wants to refund me a prorated amount and policy its almost over and I just found out about this. Its not fair that I was taken advantage off , not explained the situation and bought a policy that wasnt going to cover repairs and now I have a broken car with no money or insurance at to fix it.

  Customer response

  08/19/2024

  attach info

  Business response

  09/10/2024

   

  Independent Dealer Group, Inc. (IDG) is in receipt of BBB Complaint ID 22157027 and provide the following information.

  On August 6, 2024 the servicing repair facility called to initiate a claim under the Agreement for the following concerns:

  1. Customer states transmission slipping and holding 3rd and 4th gear(Cause) internal failure of transmission, no codes, fluid full, varnished

  2. Customer states squeaking noise(Cause) both front lower ball joints are worn and have play(Correction) replace ball joints.

  IDG advised that an independent third party inspection of the vehicle would be ordered to verify concerns as per the agreement under BREAKDOWN COVERAGE; B. HOW TO FILE A CLAIM; (6) You must authorize any charge(s) necessary to determine cause of failure. This includes necessary diagnostic and tear down charges. If it is determined that the failure does not constitute a Breakdown under the terms of this Agreement, You must pay for all diagnostic, tear down and repair charges. And; (7) You must cooperate in Our investigation of any Breakdown. You must allow Us to inspect Your Vehicle if We ask to do so.

  On August 13, 2024 IDG received the independent third party inspection report and found that the vehicle is equipped larger wheels and tires than what was equipped from the factory:

  OEM: 275/55-20

  EQUIPPED: 285/65-18 

  Tire variance at 5.4%

  An aftermarket Cold Air Intake was also found equipped.

  As per the Agreement under EXCLUSIONS - WHAT IS NOT COVERED PARTS AND SERVICES NOT COVERED: This Agreement does NOT provide coverage for any of the following parts and/or services: VEHICLES NOT COVERED: This Agreement does NOT provide coverage for any of the following vehicles:(d) Vehicles used for on or off-road racing or vehicles which are equipped or used for towing in excess of what is recommended by the manufacturer. Vehicles with modifications or alterations to the powertrain, exhaust system and suspension that do not meet manufacturer's specifications or are not approved by the Vehicle manufacturer, including but not limited the failure of any custom or add-on part, all frame or suspension modifications not recommended by manufacturer, lift kits over 6 inches, drops exceeding 4 inches, any tire that is not recommended by the original manufacturer if it creates an odometer/speedometer variance of greater than 4%, trailer hitches (unless factory installed). Also not covered are any emissions and/or exhaust systems modifications, engine modifications, transmission modifications, and/or drive axle modifications, which includes any performance modifications.

  As the Vehicle is equipped with a cold air intake (modification or alteration to the powertrain) and tires which exceed the maximum 4% speedometer variance, no coverage can be provided under the Agreement.

  On September 5, 2024 the customer cancelled the Agreement with a cancellation effective date of August 15, 2024.

  The refund was processed on September 5, 2024.

  With the cancellation and refund of the Agreement, Independent Dealer Group, Inc. considers this matter to be closed.

  Please contact our office if you have any questions,

   

   

  Customer response

  09/10/2024

  I vehemently reject the response provided because the dealer, from whom I purchased the warranty, failed to adequately inform me that the warranty does not cover vehicles with modifications and this vehicle was purchased this way . It is their duty as the company representing and selling this warranty to fully disclose such crucial information to the consumer. I was completely blindsided by this lack of transparency, as no one bothered to inform me of this critical detail. As a result, I feel as though I have been taken advantage of.
  
  Furthermore, I am deeply dissatisfied with the proposed resolution of only being processed for a partial reimbursement, as this does not fairly compensate me for the full amount I paid for the warranty. My primary motivation for purchasing the warranty was to ensure that my car could be fixed in case of any issues, and I expect the warranty to fulfill this purpose. Therefore, I demand that my car be repaired in accordance with the terms of the warranty, or that that I receive the full amount I paid for the warranty as initially agreed upon.
  
  This situation is deeply frustrating and unacceptable, and I will not tolerate being treated unfairly. I expect warranty to rectify this situation promptly and to provide me with the resolution I am rightfully owed.
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 12th 2024 I was involved in a head on collision which totaled my truck out. All has been taken care of but the ************* has not. SMART AUTOCARE which is who the gap insurance is through keeps telling me Im not sending in my paperwork Ive sent it in and ******************* dealership has sent it in as well. They are giving me the run around.

  Business response

  08/13/2024

   

  Independent Dealer Group, Inc. (IDG) is in receipt of BBB Complaint ID ******** and provide the following information.

  On April 19, 2024 IDG was notified that the customers vehicle was declaired a total loss and a GAP claim must be established under the customers agreement.

  ********************** advised that the following documentation is required to be provided by the customer as per the email sent on April 19, 2024:

  
  Sent: Friday, April 19, 2024 2:05 PM
  Subject: GAP Claim
  
  A GAP (Guaranteed Asset Protection) claim has been initiated for the total loss of your vehicle. Please review the following list of documents that you must provide for your claim to be processed. At the end of each document listed, in parenthesis, is the entity you may contact to request the document.

  GAP Claim Form- Must be completed and signed. E-signatures are not accepted.

  GAP Addendum/contract- a copy of the original, signed, and dated GAP contract from the date of purchase. (dealership/finance co.)

  Finance Contract- a full copy of the original, signed, and dated loan contract from the current lien holder. (finance co.)

  Bill of Sale- a full copy of the original, signed, and dated bill of sale. Also known as a VA Buyers Order/NJ Retail Purchase Order. (dealership/finance co.)
  

  Dealer Invoice/******* Sheet- MSRP/Retail value of the vehicle from the date of purchase. (dealership/finance co.)

  Aftermarket Warranty Contract(s) AND Copy of Warranty Refund Check(s)- - Copies of all aftermarket warranty contract(s) purchased. Customer must cancel all aftermarket warranties only (do not cancel GAP) through the dealership and provide us with a copy of the cancellation refund check(s). As this can take anywhere from 30 to 90 days to be completed, customer will need to reach out immediately to dealer to obtain copies of warranty contracts AND to request warranty contract(s) be cancelled. If dealer is no longer in business or if customer has an issue cancelling through **********************, customer will need to contact warranty company to assist in this process. (Dealership/Finance Company)
  

  Payment History- full payment history from the current lien holder including payoff at the date of loss. (finance co.)
  

  Insurance Declaration- a full copy of the primary insurance declaration policy reflecting ALL coverage on the totaled vehicle at the date of loss. (insurance co.)
  

  Insurance Settlement Check- or claim payment screen, including the date of issue, amount, and payee. (insurance co./finance co.)
  

  Vehicle Valuation Report- a full copy of the insurance vehicle valuation report. (insurance co.)
  

  Police Report- a complete copy of the police report with incident details. (insurance co./customer obtains)
  

  Verification of Total Loss Letter- a verification of total loss letter including the date and cause of loss. The letter must specify the vehicle was deemed a total loss. (insurance co.)

  Settlement Breakdown- breakdown that indicates how insurance settlement was calculated. (insurance co.)
  
  
  The Administrator  will not obtain the information for you.
  The Administrator must receive this documentation within 90 days of insurance settlement date.
  No payment will be made if this documentation is not provided within this stated time period.
  All copies of the required documentation must be legible.

  IDG received documents on the following dates: 7/16/24,  7/17/24, 7/30/24, 8/2/24, and 8/7/24.

  Upon receipt of all required documentation on 8/7/24, IDG processed the claim for payment to the leinholder in accordance with the terms and conditions under the Addendum.

  The claim payment was issued to the leinholder on August 9, 2024.

  With payment of claim, IDG considers this matter closed.

  Please contact our office if you have any questions,

  Customer response

  08/23/2024

  action  has not been taken

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GAP insurance was purchased through SMART AUTOCARE with the purchase of my car. The car was wrecked and declared a total loss in 12/23. Payment was made to Suntander Consumer USA for all balance except somewhere in the vacinity of $2200. I filed a claim with SMART AUTOCARE in 1/24. I have sent them every record they have requested multiple times. Every time I call or email they send me the same list of required documents. I have sent them again and again. Finally they say they have everything they need except a copy of the finance contract. This has been sent at least 3 times if not more. I sent my copy, the dealership's copy and the finance company sent a copy. We are now 6 almost 7 months out and this claim is not paid yet. Now the car company is saying they are going to consider the amount a "charge off' and this will affect my credit for 7-10 years.

  Business response

  07/26/2024

   

  Independent Dealer Group, Inc. (IDG) is in receipt of BBB Complaint ID ********.

  Unfortunelly we were not able to locate a claim under the information listed in the Customer Information section of the complaint.

  So that we can properly research this matter, please provide either the *** Addendum number and/or the *** of the covered vehicle.

  Thank you, 

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Smart Autocare ************** extended warranty from this company to cover my 2017 Cadillac xt5 for 72 months and unlimited miles. This is a total exclusionary warranty with a $50 deductable. Recently, my XT5 suffered a failure of the *** power distribution unit which also damaged 2 axels. I brought the vehicle to ********************* Cadillac in *****, ** for repair and they opened the claim with Smart Autocare. The quote and information that the dealership gave for the repair was approximately $6000 of which Smart Autocare would only pay about $2500 leaving me out of pocket about $3500 when I have an extended warranty that should cover it. They are refusing to pay the dealers list prices for the parts as well as their posted labor rate of $235 per hour resulting in the price discrepancy. Also, they want to ship parts out to the dealer but they do not accept outside parts due to them being responsible for the install. Now, they are saying i should take it somewhere else to have it repaired but then I would be charged $352.50 for 1.5 hours of labor to diagnose the issue before releasing the vehicle to me. Smart Autocare also refuses to pay this amount. I could definitely use your help here with this.

  Business response

  06/25/2024

   

  Independent Dealer Group is in receipt of BBB Complaint ID ********.

  Unfortunately we are not able to locate a claim matching the customer information provided in the complaint.

  Please provide a VIN of the Vehicle and/or the Agreement number so that we can review the claim and provide a response.

  Thank you, 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I take riders from A to B through the way the *** tells me. If *** tells me *********** time going a certain way I take that route because riders would arrive to their destination quicker. Usually riders have no complaints due to the fact that they know which way its going. They can see the route Im taking. I didnt know that was in violation of that rule. I treat riders with respect. I dont joke around with riders. When I first saw this message I dont know what fraud has been committed by me. I didnt know following the *** means that its a fraudulent activity.

  Business response

  03/13/2024

   

  Independent Dealer Group, Inc. (IDG) is in receipt of BBB Complaint 21418875.

  We were not able to locate a claim associated with the information found in the Customer Information section of the complaint.

  Please provide a VIN number of the Vehicle, claim number, or Agreement number so that we can locate the claim and provide a response

  Thank you, 

  Customer response

  03/13/2024

  The *** number of vehicle is: 5TDZZ3DCOKS976492

  Customer response

  03/14/2024

  The *** number of vehicle is: 5TDZZ3DCOKS976492
  

  Customer response

  03/14/2024

  I am rejecting this response because:   The VIN number of vehicle is: 5TDZZ3DCOKS976492

  Business response

  03/19/2024

   

  Independent Dealer Group, Inc. is in receipt of the *** provided by the customer.

  The *** ***************** does not appear in our system 

  Please provide a claim number or Agreement number so that we can further investigate 

  Thank you, 

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a car 1/17/2023, with that I also bought a gap insurance coverage from Smart ********* *********************. On 7/18/23 the car was completed totaled due to a flood and rising waters. The claim number is 2308-3621. My primary insurance paid out the corresponding majority of the remaining car loan balance to the bank, which was $54,398.71 . The remaining balance is suppose to be paid out by the *********** which was ********. I have submitted all the documentation they have asked for, numerous times. Every time I call them to ask for an update they either say I need to send another document, or they give me the run around and say it still needs to be reviewed. It has been months of this, and I have still been paying the monthly payment for the totaled car to the bank. At this point I am almost finished paying off the loan, all I want is reimbursement for all the payments I have made following the date of loss on the vehicle.

  Business response

  02/28/2024

  Good ****************,
  
  We are in receipt of BBB Complaint ******** regarding ********************************
  
  As the correct administrator is Independent Dealer Group, Inc. can the complaint please be addressed from *** to IDG?
  
  Please let me know if you have any questions.
  
  Thank you, 
  ***************************
     
  

  
  

  Business response

  03/13/2024

   

  Independent Dealer Group **** (IDG) is in receipt of BBB Complaint ******** and provide the following information.

  On August 8, 2023 a GAP claim was initiated due to a total loss of the customers vehicle.

  On August 8, 2023 an email was sent to the customer advising of the documentation required to process the claim as found in the Addendum under LOSS DOCUMENT PROCEDURES as follows:

  LOSS DOCUMENT PROCEDURES:

  In the event of a Constructive Total Loss, You must notify and provide all of the following to Our GAP Administrator, 

  1. a complete copy of the primary insurance settlement, including the valuation report;

  2. a copy of the original Financing Contract and this addendum;

  3 a copy of Your automobile insurance policy;

  4.a copy of the payoff from the financial
  institution/lender as of the Date of Loss;

  5. a copy of the insurance settlement check; and

  6. any additional reasonable documentation requested by Our GAP Administrator or Us (where applicable, see State Disclosures). The GAP Administrator will not obtain this information for You. The GAP Administrator must receive this documentation within ninety (90) days of settlement by Your Primary Carrier. If You do not have primary insurance coverage, the Administrator must receive this documentation within ninety (90) days from the Date of Loss. No
  waiver will be made under this addendum if this documentation is not provided to the GAP Administrator within this stated time period. Reasonable access must be provided to the Covered Vehicle for inspection if required.

  The customer provided documentation on 9/7/23, 11/21/23, and 2/9/24 however one document is still required as of todays date of response March 13, 2024 as follows:

  1. refund check for the road hazard contract 

  Upon receipt of the final required document, IDG will process the claim in accordance with the terms and conditions of the Addendum.

  Please contact our office if you have any questions, 

*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. ↩