Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a GAP policy ******* Security+ Plus GAP ADDENDUM# DA14395762) when I purchased my 2019 ****** Frontier S from Seven Auto Inv. d/b/a ******************. The cost of the policy was $1000 and was included in my total Retail Sales Contract financed through Arizona ********************* On November 5, 2022, this vehicle was totaled due to an automobile accident. My insurance company valued the vehicle at $20535.10 and paid that amount to Arizona FCU, leaving a balance due of $2240.91. I filed a claim with National Adjustment Bureau, ***** *************************************************************** - Claim# ***-11682484 - which is who handles the claims for ****** Security+ Plus GAP. National Adjustment Bureau, **** then turned the claim over to *****************, LLC - ********************************************************************************I was asked to submit several documents which I did in a timely manner within the 90 day time limit. They kept stalling and saying they did not receive all of the required paperwork. I have an attorney for the auto accident who called them and then they stopped all communications with me and my ********** They ultimately denied the claim and refused to pay the prorated amount of the contract after I cancelled it. They are now saying the claim was denied due to: "Please refer to the back of your GAP contract under EXCLUSIONS: N. any loss resulting directly or indirectly from any dishonest, fraudulent, criminal, or illegal act or arising from an intentional act committed by You. It is acceptable for us to rely on the Primary Carriers determination that any total loss arose from any criminal or similar circumstances." I HAVE NOT BEEN FOUND GUILTY OF ANY CRIMINAL OR SIMILAR CIRCUMSTANCES AND THE PRIMARY CARRIER PAID THEIR PART OF THE CLAIM IN THE AMOUNT OF $20,535.10!There was no dishonest, fraudulent, criminal, or illegal act or arising from an intentional act committed by me. They have many complaints against them!

  

  Business Response

  Date: 10/09/2023

  We have received your comments and had the opportunity to review your contract. We certainly regret that you are not in favor of the outcome, however the claim was denied correctly according to events listed on the police report. Please refer to contract ****************** is no coverage for any loss resulting directly or indirectly from any dishonest, fraudulent, criminal, or illegal act or arising from an intentional act committed by you. For your convenience we have included a copy of your Gap Waiver. We trust that you will find this explanation satisfactory.  

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a tire repair/replacement policy with this company when I purchased my vehicle. On 5/24/22, a tire went flat during my commute to work and was not repairable as it had sustained a hole. The tire required replacement at Discount Tire. When I called this company to report the damaged tire, I was initially informed that they would not provide reimbursement (******) for partial cost of the replacement because I did not receive prior authorization. When I informed the customer service rep that nothing in the policy information provided to me indicated prior authorization was necessary, I was told to have a service rep from Discount Tire call the company to report the tire replacement. An employee Discount Tire employee made this call. I was then informed by the Nation Safe representative that the company would reimburse the $******, and that the cheque would be coming in a couple of weeks. I have not received this cheque. I have wasted and inordinate amount of time on the phone with this company, and I am suspecting it is a scam, as I felt during the phone conversations that the primary goal of the company is to deny claims whenever possible. Again, my copy of the policy DOES NOT STATE THAT PRIOR AUTHORIZATION IS REQUIRED. If this is a requirement, it should be clearly stated in the policy provided to the customer at the time the policy is purchased.Claim # provided by the company is *************

  

  Business Response

  Date: 08/12/2022

  Thank you for your inquiry. You are correct in stating that there is no pre-authorization requirement in your agreement; unfortunately, our agent provided you with incorrect information at the time of your call. Please be assured that we will use this case as a coaching opportunity for the individual involved. Your payment has been processed and a supervisor left you a voicemail message to discuss the claim further and answer any questions you may have. Your check will be sent out on Monday August 15. We have high standards for prompt claims resolution, but in this case we clearly missed the ****. Please accept our apologies.