Complaints

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

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  Nationwide AutoProtect

  3000 Atrium Way Ste 200 Mount Laurel, NJ 08054-3910

  
• 

  Nationwide AutoProtect

  332 S Main St Suite 1A Forked River, NJ 08731-4322

  

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:06/13/2025

  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.

  On June 11th, I took my 2019 **** Edge to ******** **** of Union to have some work done on my vehicle. ******, the service agent, told me charcoal canister and cv joint were damaged and needed ***air. I contacted Nationwide AutoProtect to relay the information that ****** told me about the ***airs of the vehicle. A *** from the company told me that those ***airs are not covered as they labeled them as pre-existing issues, as they felt that with my policy with them was new. I feel that this is not the case and that they should ***air my vehicle as I bought their policy in the event of my vehicle needing ***airs. Policy #: DTCEX2710113

  

  Business Response

  Date: 06/17/2025

  Thank you for taking the time to share your concerns. We understand that dealing with vehicle repairs can be both stressful and frustrating, and we appreciate the opportunity to clarify the situation.
  After reviewing your inquiry regarding your service contract and the claim submitted on June 11th, we would like to provide some important clarification regarding the roles of the parties involved.
  Nationwide AutoProtect is the selling agency for your vehicle service contract. We assist customers in selecting and purchasing coverage plans that suit their needs. However, we are not the administrator of the policy and do not have any authority or involvement in the systems they use regarding claims and how things are determined on claims or repair approvals. All claim evaluations, authorizations, and payments for a claim are handled solely by the policy administrator, *************************
  ************************, which is fully accredited by the Better Business Bureau with an A+ rating, is responsible for reviewing the mechanical assessments and determining whether repairs are covered under the terms of the service contract. (which you have a copy of in your email and a physical copy)
  
  We certainly empathize with your situation and understand how this outcome may be disappointing. If you believe there is evidence to support that the issues developed after your coverage began, we strongly encourage you to contact ************************ directly and provide any relevant documentation (such as diagnostic reports or service records) for reconsideration.
  While we at Nationwide AutoProtect do not determine the outcome of claims, we remain committed to supporting our customers and helping facilitate communication with the appropriate parties. Should you need assistance connecting with ************************* we are happy to help.

  Thank ********************************************start="2106" data-end="2109">

  Customer Answer

  Date: 06/17/2025

  
  Complaint: 23465246
  
  I am rejecting this response because:
  
  Not satisfied. 
  
  Regards,
  
  ******* ********

  

  Business Response

  Date: 07/09/2025

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to respond.
  We understand the frustration that can arise when a repair is not covered under a protection plan. Please allow us to clarify that our company serves solely as the retailer of the plan and does not make any decisions regarding claim approvals, denials, or coverage determinations. These decisions are made independently by the warranty provider, based on the terms and conditions of the coverage.
  In this case, the issue in question was determined by the warranty provider to be a pre-existing condition, which unfortunately falls outside the scope of the plans coverage. We understand this may be disappointing, and we regret any inconvenience this may have caused.
  As a courtesy and in an effort to resolve this matter amicably, we are more than happy to refund all payments made toward the account. Please contact our customer service team at [your phone number or email] so we can expedite this process and ensure your satisfaction.
  We value our customers and are committed to fair and transparent service

  Thanks ************* Team

  Customer Answer

  Date: 07/09/2025

  
  Complaint: 23465246
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ******* ********

  Customer Answer

  Date: 07/09/2025

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:02/05/2025

  Type:Product 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.

  Nationwide Auto protect on February 3rd,2025 I made a payment of $101.00 on the 4th of February 2025 I call in to Nationwide auto to asked for the claim department and the claim tell me they dropped my contract I said fine just refund me my money back they said no.i just want my money back.i didn't drop them they dropped me.

  

  Business Response

  Date: 02/15/2025

  Thank you for bringing your concerns to our attention. We understand your frustration and appreciate the opportunity to clarify the situation surrounding the cancellation of your policy and your request for a refund.
  At the time of enrollment, you provided an estimated vehicle mileage of 199,200 miles. However, upon further review, the actual mileage of your vehicle was found to be 218,740 miles, which rendered the vehicle ineligible for the coverage plan selected. As a result, this discrepancy necessitated the cancellation and rewriting of your policy.
  In accordance with the terms of the policy agreement, you were required to submit the accurate mileage within the first 30 days of enrollment. Despite several attempts to reach you, we did not receive the necessary information, which ultimately led to the denial of your claim.
  Regarding your request for a refund, we would like to clarify that while we waived your down payment as a courtesy, we are unable to refund any funds that were not received. The first payment for your coverage was processed through the finance company, and we are unable to reverse or refund any transactions outside of our established policy guidelines.
  We sincerely regret any inconvenience this situation may have caused and value your understanding. If you have any further questions or require additional assistance, please do not hesitate to contact our customer service team.

  Thank You

  The Customer Care Team

• Initial Complaint

  Date:01/07/2025

  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.

  Dec 26 was told by ******* we would get reimbursed for 2 tows and 2 batteries. **** was very rude and said we cannot do that. My mom and I were promised something that didn't get done. We were lied to just for someone to get commission. There are 2 recorded conversations. 1 is with me. The other with my mom. ******* Gail *****. My start up was only suppose to 99. Charged 150

  

  Business Response

  Date: 01/07/2025

  Thank you for bringing your concerns to our attention. We sincerely apologize for the experience you and your mother encountered with our company. We take matters like this very seriously, and we deeply regret that our services did not meet your expectations.
  First, I would like to personally address the discrepancies you mentioned regarding charges and the miscommunication around the reimbursement process. I fully understand the frustration this situation has caused, and I want to assure you that all of our calls are recorded for quality assurance purposes. Additionally, our customer service team follows a thorough verification process, reviewing all details with customers before concluding a call.
  Regarding your refund, I would like to confirm that the $300 refund for the down payments you were charged has been processed, and your deposit has been refunded in full. The refund should be reflected in your account shortly, if it has not been already.
  Regarding your interaction with ****, I want to sincerely apologize if you felt that he was rude. Our team is trained to provide professional, respectful service at all times. After reviewing the recorded call, I believe **** handled the situation professionally and provided clear assistance in helping you cancel your policy. Nonetheless, we take your feedback seriously, and I will ensure we continue to reinforce our customer service standards.
  At ******************** we value all of our customers, and it is clear that we did not meet the high expectations you should have received. We are committed to addressing your concerns and making the necessary improvements to prevent similar issues in the future.
  Once again, I apologize for any inconvenience you have experienced. I appreciate your feedback, and I thank you for bringing this to our attention. If you have any further questions or require additional assistance, please feel free to reach out directly ***************** Team. Your satisfaction is extremely important to us, and we would welcome the opportunity to regain your trust.

   

  Thanks

  ***************** Team

• Initial Complaint

  Date:01/06/2025

  Type:Product 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 1/3/25 I called Omega Autocare /************ ***** *******, by accident, while calling Endurance. He informed me that Endurance/***** had shut down and he was authorized, via BBB to transfer my Endurance coverage to *************** Ins. He took by checking information and I refused to make a deposit payment. I asked him to email me a statement that, he would not charge my card a $200 deposit and would delete my card information. He refused to email the statement and hung-up.

  

  Business Response

  Date: 01/06/2025

  Thank you for reaching out to us here at Nationwide Autoprotect. We genuinely appreciate the opportunity to address any concerns you may have. Our goal is always to provide exceptional customer service and ensure clear, transparent communication throughout all *************** clarify, we always answer our phones by stating the name of our company, Nationwide Autoprotect, in order to ensure there is no confusion about who you are contacting. This is an important practice for us to maintain transparency and professionalism. After thoroughly reviewing the call recording, it is clear that ***** ******* informed you he was deleting your billing information as requested, due to your decision not to proceed with switching to our company unless a statement was provided. As per your request, the statement was promptly sent to the email address you provided, w*********e@***********.
  Please know that we have been in business for over two years, and our company takes great pride in the integrity of our operations,. We would never risk the reputation we've worked so hard to build over a single customer. We do not tolerate any form of fraudulent activity, which is why your account was not billed, and we firmly stand by our commitment to running a legitimate and transparent business with a live compliance team monitoring all calls for quality assurance.
  During the conversation, ***** ******* also explained that you would not be billed, and that you were considering transitioning from Endurance to our services. The call was concluded in a polite and respectful manner, with no further issues at the time.
  If you have any further questions or concerns, please dont hesitate to reach out. We are always here to assist you and ensure that you feel fully supported.

   

  Thank you,

  Customer Care Team

  
  

  Customer Answer

  Date: 01/14/2025

  
  Complaint: 22775271
  
  I am rejecting this response because:

  
  I did not receive a communication requested which states that my bank information would be deleted.

  The recording of the call does state that, nationwide was authorized to end my Edurance coverage.

  The call was not ended in a courteous manner as, I was asking additional questions when the **** discontinued the call (hung up).
  
  
  Regards,
  
  ******** *****

  

  Business Response

  Date: 01/24/2025

  Thank you for your feedback. We take great pride in our reputation and the services we provide to our customers. Our company supports over 25 families, and we are committed to operating with integrity. We take allegations of being a scam seriously, and we are concerned by the suggestion that we would admit to something that is both untrue and damaging. Our team works hard each day to maintain a high standard of professionalism and service, and we do not believe it is reasonable to seek compensation based on your frustration from a phone call.
  Regarding your recent interaction, our representative made every effort to assist you in a respectful and professional manner. While the conversation may have become tense while in the process of explaining how things work, I want to clarify that the call was disconnected and not intentionally ended by the representative. They were still available to continue assisting you if the call had been reconnected.
  Regarding your billing information, I can confirm it was promptly removed from our system, being that our system is PCI Compliant ,and no charges were processed as you can see on your statement. A reputable company would never charge a customer without their explicit knowledge and authorization, which happened in this situation. As for the policy, we are unable to cancel your policy for you with another company on your behalf, as it was not purchased through us, but our representative did offer to guide you through the proper process., if that is what your wishes were because we go above and beyond for our customers. We have been in business for many years and are proud to work with an A+ rated administrator through the BBB. Our goal is always to provide quality service and treat every customer with fairness and respect. Like other companies your customer a number to them, with us you are treated as family and we offer services that our current customers appreciate.
  If you have any further questions or concerns, please feel free to reach out to us directly.

  Thank you

  the ************* Team

  
  

• Initial Complaint

  Date:04/29/2024

  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 have an account with Drivesmart Warranty and received a call from a man who stated that he was switching me over to a new administrator for my Drivesmart warranty to a company called Omega. After they took a payment, I did some research and realize they lied to me to get money from me. I called Nationwide to get my money back, and the customer service rep was extremely rude and Nationwide continues to charge my account monthly and I asked them not to. I was fraudulently and lied to by a company I had no business with and they deceived me. I am glad that I did my research because they are not affiliated with my warranty with Drivesmart. I want the public to USE CAUTION when doing business with them. They pretend they are getting a payment and I have no policy with them. Very deceptive company

  

  Business Response

  Date: 05/12/2024

  We understand your frustration, although we do not have any indication whether or not our customers previously had an existing policy. It is likely that you may have decided that this coverage was better in comparison, we often have customers that decide to enroll because their previous experience was not up to par, or what they were looking for, or to expensive, or had denied claims. Our process of enrollment is very descriptive and has a solid verification process, in which the customer has a FULL understanding that they are purchasing a new policy from Nationwide Auto Protect, in which the administrator of the plan you were placed under is **************** According to our ************* Team, you have called in with questions and concerns on October 16, 2024 and they were all have been addressed, where you decided yo continue on with our coverage because of the cost difference and the level of coverage we provided you with. Please call customer service at your earliest convenience so we can answer any questions you might have, and make sure that we resolve and confusion or frustration that you may have.

   

  Thank You

  ************* Team

• Initial Complaint

  Date:01/24/2024

  Type:Billing 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.

  I called provider to cancel the policy before it became active and he refused to delete my automatic withdrawal information from my bank account after having asked the gentleman to cancel said policy.

  

  Business Response

  Date: 02/05/2024

  Hello, it appears this policy was cancelled and your payment was refunded in full when you contacted us to cancel. There were no further charges and the issue appears to be resolved. We apologize for any inconvenience you can contact our rapid response customer service team if you have any further questions or concerns. 

  Thanks 

  Customer Service Team

  Customer Answer

  Date: 02/07/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************