Complaints

This profile includes complaints for The Oak Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

The Oak Group has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  The Oak Group

  PO Box 3338 Oak Brook, IL 60522-3338

  
• 

  The Oak Group

  333 E Butterfield Rd STE 820 Lombard, IL 60148-5610

  

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:07/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  December 2, 2024 I purchased a vehicle where I purchased gap insurance the cost of the vehicle was $28, 582.07. On December 11, I was rear ended, and the vehicle was declared a total loss. In March, the insurance company of the person who hit me pays $22,874.78 to ************ It takes 2 months (May 5th) to receive the warranty reimbursement from the dealership in the amount of $2,005.00. All while this is happening and I am still paying my car note of $775.00. then my finance company reduced payments to $387.78 and I make a payment on June 6th. During this entire process, I am going back and forth, submitting paperwork as request, waiting DAYS and weeks for responses from OAK GROUP and *********** for the finalization of my gap insurance claim. On June 3rd, I received an email stating the claim was sent to unwriting. On June 18th, the underwriting requested a copy of the loan history, with beginning balances that matched the amount financed on the loan agreement. On 7/22, I respond asking if this information was to come from the finance company. On 7/23 I sent an email both to *********** total loss and Oak Group, informing that this information is being requested and not understanding why I was being asked to provide this information when they should already have it. On 7/27 Oak group responds informing that this is information I should get from the finance company. On 7/27, I begin forwarding the requested information in an email to Oak Group. . Today July 3rd, I receive an email indicating that my gap insurance claim is closed and "the insurance company determined the value of the vehicle, and it was lower than the current loan balance. You currently owe $3171.14." If the purpose of gap insurance is to cover the extra balance of what is owed after a total loss, then why do I have to pay a balance of $3171.14, when this what I purchased ************* for. I want OAK GROUP to honor their contract and pay or I will seek legal counsel.

  

  Business Response

  Date: 07/07/2025

  To whom it may concern:

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

  *** ****

  Oak

  Customer Answer

  Date: 07/08/2025

   
  Better Business Bureau:
  
  Thank you.  I did receive a response from the company on July 7th.  I do believe this response was sent prior to the reviewed the response made by the business in reference to complaint ID ********.  I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  Date:04/01/2025

  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.

  ************* was bought through Oak Services when we bought a car. It was explained that gap insurance will cover the gap when insurance doesnt cover the whole loss. An accident occurred and not only did it take 6 months to pay out anything, they did not cover the gap. Whats the point of gap insurance when they do not pay?

  

  Business Response

  Date: 04/03/2025

  To whom it may concern.

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

  *** ****

  The Oak Group

• Initial Complaint

  Date:09/25/2024

  Type:Billing 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.

  On ****** 19, 2024 my car was stolen, I contacted the insurance company whereas the insurance company ruled the vehicle out as total loss on ****** 27, 2024. I contacted the oak group after to cancel the warranty of my gap coverage. After providing the oak group with all documentation needed to process the claim I noticed from the break down sent that the amounts were wrong. The oak group has that I have a balance of $17054.00 left at the time of loss when the total in the transaction history sheet provided by lender states $16,758.64. As discussed I know gap doesnt pay for late fees or fees pushed to the end but I never had any late fees and my monthly payment for ****** was paid in full. All I am asking is for this to be corrected and the correct balance is applied to my account.

  

  Business Response

  Date: 10/24/2024

  We have reviewed the file and provided an explanation to the customer on October 17, 2024, via email, of how her specific GAP payout was calculated according to the Terms and Conditions of the Waiver.  Please advise if you require anything further from our office.
  
  Thank you, 
  
  ***** ****

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22337943
  
  I am rejecting this response because: I have gotten several different responses from this company via phone call and email as to why my vehicle wasn't paid off correctly. I understand where I was told *** doesn't pay late payments, but this wasn't my case. My payments were paid up and on time. I had automatic payments deducted from my bank account each month on the due date meaning this company is stating I was behind for the month of August 2024, but payment was made. This needs to be corrected, *********** along with my transaction history has stated my payments were paid on time. Customer ********************** lady sounded a little confused when I mentioned it but then told me the payment history reflected I was behind on payments. If this is my case as I shared with ************ I should be refunded for my August payment since it wasn't reflected in The Oak groups transaction history. I feel as if this company ripped me off and the reviews on this company aren't making it better. 
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 11/07/2024

  The payment made in August 2024 was included as it was made on 8/22/2024, after the date of loss (8/19/2024). 

  Attached is the transaction history from Capitol One. 

  Looking through this history I found 2 payments that appear to be deferred, please see the highlighted transactions. 

  Please note, deferred payments are not included in the *** Benefit per the definition of Net Payoff, please see the highlighted portions of the *** contract. 

  Furthermore, the payments on this loan made were frequently paid in multiple installments. 

  This will increase the amount of interest accrued over the life of the loan. 

  I believe the deferred payments and the additional interest is the cause for the remaining balance on the loan. 

  Capitol One, as the lien holder, would be best to calculate and breakdown the remaining balance.

   

  ***** ******

  Director of *** Claims

   

  O: **************

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

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

  ***********, ** 43082

   

  

• Initial Complaint

  Date:11/16/2023

  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 gap insurance with this company. i lost my truck in 12/22 do to a accident they are denying the claim because it took longer then 90 days to get the information. i have all the emails and time stamps. i was also told if i went a head and paid the truck off myself they would reimburse me.

  

  Business Response

  Date: 11/17/2023

  We have reviewed what the customer sent. We have followed the terms of the contract and the customer went way beyoud the 90 day period to file this is way his claim was denied. See copy of the contract and our work sheet attached.

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

   

   

   

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20879952
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/20/2023

  We have followed the contract and there is nothing else that can be done.

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20879952
  
  I am rejecting this response because:
  I get the whole ***************************** the state of ****** according to the police department here it takes 90days to upload the police report of the accident to the state. As far as the cancelation of the warranty that email was sent to them as well that it could take up to a few weeks to get that done.

  I have been in contact with the company every step of the way trying to get the information they needed. In one phone call when talking to them i was told that if i paid the truck off i would still be reimbursed do to having problems getting all the information they wanted.

  they had the information telling them the truck was totaled well within the 90days.

  i paid for a service thats what i expect.

  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/13/2023

  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 GAP insurance on 01/10/2022 I paid $ ****** for this.They are committed to pay my GAP insurance amount.When I called them to claim, they sent me a long list or required documents on September 22, 2023.I submitted them all basic documents. They ask me to notarize the application and then I notary required papers.Then they asked me more documents which were lacking. It was very difficult to collect all documents they were asking.Because, I had to contact different other parties involved. ************* amount is about $3700.00 approx.This is a big amount for me. So, I tried my best to collect all documents they need and submitted them.With a great surprise, they deny my claim on November 09, 2023 I have submitted all documents for your check and their denial letter.Their denial letter includes reasons which are not applicable for GAP insurance industry.My another concern is that, why they didnt send me the denial letter at the beginning. Rather, they gave me very hard time for last two months to collect many other documents.Please ensure to pay my GAP insurance as their commitment instead of showing fake reasons.

  

  Business Response

  Date: 11/15/2023

  We have reviewed the complaint and here are our findings. First of all the customer in the beginning got a copy of the contract and agreed to the terms by signing the contract. On page 3 of customers contract under EXCLUSIONS, A) BENEFITS SHALL NOT BE PROVIDED UPON THE OCCURRENCE OF A CONSTRUCTIVE TOTAL LOSS: 3. to a vehicle used for commercial purposes including but not limited to transportation of persons or property for hire, compensation, profit, or in the furtherance of a commercial enterprise which includes but is not limited to one or more of the following: 1. a business name is permanently displayed on the vehicle; 2. vehicle is declared or deducted on federal income tax as a business vehicle; and 3. the primary insurance for the vehicle is a Business Auto Policy or Commercial Vehicle Policy. Share-the-expense car pools are not considered a commercial purpose.

  This customer violated the terms of the contract that he signed and was operating the vehicle as an UBER and that is the reason his claim was denied.

   

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20865466
  
  I am rejecting this response because:

  1. I never got any copy of the contract and never signed such document which you are mentioning. Its a total lie.

  2. All other reasons you are showing are not acceptable at all. Because, after submitting the initial application you didn't deny. Rather you harassed me asking several other documents for long two months. I submitted all documents you asked. If the reason is TOTAL LOSS or UBER, then why you asked so many documents? Why you give me hard times. You don't have any right to waste my time.

  3. I got only one page *** addendum which is attached here.

  4. Even, my car got totaled, you didn't send me back the premium money (you charged for 84 months, but my car become unusable after 19 months). 

  Since, I didn't signed any such contract, I never violated the terms. I am requesting you to pay the *** insurance money as soon as possible, without any further delay.

  Sincerely,
  
  Md *****************************

  

  Business Response

  Date: 11/16/2023

  We disagree. We have followed the contract to the letter and customer owed nothing under GAP.

  Customer Answer

  Date: 11/16/2023

   
  Complaint: 20865466
  
  I am rejecting this response because:

  1. "GAP CLAIM REQUEST FORM" prepared by you even show an amount of GAP settlement of $932.21

  2. How about the premium of unused terms which you should refund, And the amount is $729.34 ( according to the FORM prepared by your company)

  3. I didn't sign the pages 2,3, 4 which you sent me now and these pages were not given to me earlier. Lack of transparency. 

  4. My vehicle is a personal vehicle. And my primary insurance is not commercial. 

  5. Why you asked me so many documents and gave me hard time for long two months, you wasted my time. You could simply inform me at the very beginning that you can not pay after I submitted the claim form where I mentioned that I used the vehicle for UBER.

  I am requesting you to pay the due amount as soon as possible. 

  
  Sincerely,
  
  Md *****************************

• Initial Complaint

  Date:05/17/2023

  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.

  2/5/2020 date of transaction when Oak Group gap coverage was purchased from dealer. $1000 is what was paid to add this coverage. Finance benefit limit of 150%. Gap coverage for the rest of my loan amount due which is $8200 after someone totaled my vehicle and their insurance paid out the claim to own the vehicle. They are now stating after providing all necessary items which was a very lengthy list that I have a no gap claim as of 5/16/23. Explaining this to me and my mother its because of financial hardships and having a couple deferments on my loan as well as a couple partial payments - which still doesnt equal $8200. We have other gap coverages within this family on high priced vehicles with reputable gap coverage companies that have no such terms/conditions and have never experienced an issue such as this before. This company is coming off as a scam along with the dealerships they work with that arent providing booklets/brochures to what youre purchasing they advise and give page 1 of your gap addendum to work together for situations such as mine. The representative we spoke with yesterday ********* was not able to answer majority of our concerns or questions and pretty much wants to sweep this under the rug as if it didnt happen leaving us with a $8200 balance on the vehicle after experiencing such a traumatic event that has forever changed my life. They dont deserve to receive anyone elses money on a vehicle loan they refuse to pay off. I want a resolution as well as shed light on this company so no one else has to experience what were currently going through. I will pursue any and all legal action available to me to have this resolved as all my documents state that the gap claim will be paid out and completed as long as all documents requested were received which they were well before even 30 days but they give you 90 days to provide. This has been a nightmare and a total scam for a gap coverage company. I will seek action as well against ****** wichit

  

  Business Response

  Date: 05/18/2023

  We have attached the customer file, which has a copy of our work sheet showing the break down and a negative amount of -$885.89 indicating a no Gap claim.
  The claim was a No *** claim, which means there is nothing for the *** to pay. If all payments were done correctly, on time, by customer and in the correct amount the balance at the time of loss would have been $12,927.80. The insurance company paid $13,320.05, so they would have over paid on the loan $392.25. Your actual balance at the time of loss was $19,749.31 (on payment history). *** does not cover certain things like Extensions, Late Payments, Late fees, (see copy of contract attached, see page 2 of contract highlighted) The adjuster also sent the customer an email a couple days ago explaining all this also attached in file. We are also not responsible for any Correction to a credit report.