Complaints

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

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• 

  Nationwide

  1 Nationwide Plz Columbus, OH 43215-2226

  
• 

  Nationwide

  3 Nationwide Plz Columbus, OH 43215-2410

  
• 

  Nationwide

  1050 Yard St Bldg I Grandview Heights, OH 43212-3905

  
• 

  Allied Insurance

  3204 Vassar St Bakersfield, CA 93306

• 

  Nationwide

  10 W Nationwide Blvd Columbus, OH 43215-2751

  

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:11/30/2022

  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.

  My sister passed away Nov 8, 2022 and had a disabled daughter. My sister was the trustee for a trust for her daughter. The trust has an annuity with Nationwide. Nationwide was notified of my sisters death. I have called Nationwide and have spent 2 hours on hold listening to the message, "We are all helping other callers right now. Please stay on the line and we'll be right with you." I have called claims specialist ***** ******* and left three voice mail messages asking him to call. He has not called back.
  
  It is now November 30 and I am getting nowhere with Nationwide and feel they are stalling to keep the annuity money.

  

  Business Response

  Date: 12/29/2022

  
  Dear **** *****,
  Please accept this letter in response to your concerns on ***** ****s contract. I
  regret this situation and hope you find the following information helpful.
  Annuity details
  Owner/Annuitant: ***** ***
  Beneficiary: ******** *** Trust dated August 28, 1991
  Policy number(s): *********
  NAIC code: *****
  Case Number: *******
  Policy status: Active
  Insurer: Nationwide Life Insurance Company
  Our findings
  In response to your concerns regarding our lack of response to your beneficiary
  claim, we have reviewed the history on Ms. ***** policy. Based on our records, our
  Beneficiary Claim Specialist reached out to you on November 22, 2022 by email at
  [email protected] with good order instructions (Exhibit A). We received your
  beneficiary claim submission on December 7, 2022, but due to our error we did not
  reach out to you in a timely manner regarding its status. Please be assured this error
  isn't part of our normal business processing and we will do everything in our power
  to ensure this doesn't reoccur. We’re committed to delivering the highest level of
  personalized service to our members and realize we have missed the mark with
  your experience above. We’ll make every effort to ensure you receive the quality
  service you deserve in the future.
  Additional information
  Our specialist contacted you by phone on December 12, 2022 and provided you with
  an update on your claim. During this phone call, we reconfirmed that the listed
  beneficiary for Ms. ***** annuity is the ******** *** Trust dated August 28, 1991
  and provided you with a copy of the original application (Exhibit B) and a copy of the
  original trust documents (Exhibit C).
  Next steps
  We want to help in any way we can, but we need the following documents to
  proceed with your claim:
  ? A Certification of Trust form, completed & signed by all trustees for the
  ******** *** Trust dated August 28, 1991
  ? An Annuity Beneficiary Claim Form, completed & signed by all trustees for
  the ******** *** Trust dates August 28, 1991
  Date prepared December 29, 2022
  Questions? Call ###-###-####
  Visit us online **************
  
  Life Insurance and Annuities are issued by Nationwide Life Insurance Company and/or Nationwide Life and Annuity Insurance Company, Columbus, Ohio. The general
  distributor for variable insurance products is Nationwide Investment Services Corporation, member FINRA. In MI only: Nationwide Investment Svcs. Corporation. Nationwide
  Financial and the Nationwide framemark are service marks of Nationwide Mutual Insurance Company.
  You also indicated that you are working with an investment advisor to transfer these
  funds to another company. To complete a transfer, you will need to provide a letter
  of acceptance from the new carrier that instructs us where to send the funds and
  confirms the trust owns the new policy, the new policy’s tax qualification code, and
  the firm is willing to accept the funds as a 1035 Exchange. Once the documents are
  available, you can fax them to us at ###-###-####, Attn: Beneficiary Claims.
  Please contact me if you need anything
  If you have any further questions or concerns, please feel free to contact our claim
  specialist, ***** ******** directly at ###-###-####, option *, extension *******,
  or by email at [email protected]. You can also reach out to me at extension
  ******* or by email at *********************
  Sincerely,
  ***** ***
  Formal Complaints Coordinator
  Nationwide Financial
  ******************

• Initial Complaint

  Date:11/28/2022

  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.

  Nationwide Pet Insurance promised a $20 gift card for a referral when I called and signed up 9/27. I referred a friend, she gave my name, and I didn't receive a gift card. I called 11/28 to ask why I didn't receive it and was told they decided after promising one to discontinue it. So they made a promise and didn't fulfill it.

  

  Business Response

  Date: 12/05/2022

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

  We are in receipt of your correspondence dated November 28, 2022 regarding the above  referenced file. Ms. ******** complaint states that she has not received a promotional gift card from Nationwide. 

  Ms. ****** has been issued the promotional gift card to her email on file in the amount of  $20.00 on December 2, 2022. 

  We are happy to resolve this matter for our insured. If you require further assistance, please  contact ********* ******, at ###-###-#### or by email at *********************** 

  Sincerely, 

  ******* *********** 

  Inside Sales Manager

  
  

   

   

  Customer Answer

  Date: 12/14/2022

  Just getting this. Yes I did receive the card and have no further complaints. I really appreciate your help, thank you!
  
  ****** ******
  ###-###-#### 

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service 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.

  This issue has been going on since September of 2021 involving case #15549241. It involves poor communication within Nationwide and accounting practices. Basically, I had insurance with Nationwide for at least 35 years amounting in thousands of dollars of premiums from homeowners, life, and auto insurance which I had to eventually replace or cancel. The one in question was a $100,000 life insurance policy. This policy replaced an annual term policy in which the premiums increased each year with a 10 year level term policy. The premiums were initially affordable but at the end of the term increased to $1,358.36 monthly! To begin with I did not know that the premiums would increase that much and being a 68 year old male with several health issues and on social security could obviously not afford the monthly premiums. So I notified Nationwide's home office a month or so prior to the bank draft and told them NOT to draft $1,358.36 at least two or three times in order to insure that my checking account would not result in overdraft fees. Due to their incompetency and complete unprofessional bookkeeping and lack of communication, my account was drafted $1,358.36 and overdraft fees added. Attempts to call the 800 "customer service" line for help was a nightmare. To make matters worse, I was in the hospital and trying to manage my business from a hospital room and cell phone. My doctors were very worried that with my added stress, I might have another stroke or heart attack. On September 28, 2021 I received an email from Benjamin Shafer that "the premium and fee, $1,383.36 back to the account we drafted from." Unfortunately, (again from unprofessional, inept bookkeeping) Nationwide made another error and "sent a check for the wrong amount" for $1,358.36! The check was inadvertently deposited (now mind you I am still in the hospital and trying to take care of business from afar with family members) and Nationwide has the gall to ask for the "immediate collection of the full total or they would contact a collection agency." After trying to resolve the issue and offering to pay monthly payments of $100 and even appealing to the CEO, Kirk Walker to no avail, they are still demanding full payment. I cannot afford this.

  

  Business Response

  Date: 12/08/2022

  Dear ********* **********,  Date prepared December 8, 2022  Policy number ********** Questions? Call 800-848-6331  Visit us online nationwide.com  Please accept this letter in response to **** ********* correspondence received December 1, 2022. We trust the  following information will address his concerns.  Policy details Owner: **** *******  Insured: **** *******  Policy number: **********  Case number: 18471275  Here’s what happened **** ******* requested we stop his automatic premium draft on September 3, 2021. Unfortunately, this wasn’t processed correctly, and the draft still occurred. Due to this error, we issued a refund of $1,530.43 on September 29, 2021, equal to the draft amount and overdraft fees he incurred. We mailed him a second refund check of $1,358.36 on November 2, 2021, in error. We previously requested **** ******* return the $1,358.36 we sent in error. As an extension of customer service, we are no longer requesting he return this amount as this was an internal error. We sincerely apologize for the confusion and inconvenience this situation caused. We’re here to help  If you have any further questions or need additional information, please feel free to contact me directly at ******** **** or by emailing *********************  Sincerely,  ******* *****  Regulatory Complaint Coordinator  Nationwide Life Insurance Company

• Initial Complaint

  Date:11/22/2022

  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.

  My home incurred a water accident in December of 2021. I was assigned a level 2 claims adjuster ******* ******. Due to her shoddy handling of my claim I have had to file several complaints. The construction of my home is complete and we have been in the home for 90 days. I sent her an e mail because my contractor has not been paid yet. She replies back and advised that nation wide was only going to pay half of what is left 10k. In her explanation of my claim she actually rebutted things that she advised that nationwide would pay for. I feel that things are being done in malice by her to cause me and my family undue physiological harm. I expect Nationwide to pay the reasonable cost to repair my home and to now relieve me from paying my deductible.

  

  Business Response

  Date: 11/30/2022

  We are in receipt of your correspondence dated November 28, 2022, as it pertains to your file  number referenced above, and the concern submitted by Mr. *****. We appreciate the  opportunity to review and address the concerns. 

  Nationwide previously provided payments to Mr. ***** for approved repairs to the insured residence for the damages sustained in the claim in question. Upon repair completion  notification, the recoverable depreciation was also reimbursed to Mr. ***** along with the  approved supplemental repairs payment. It is our understanding Mr. ***** may have requested  additional repairs in the unaffected areas of the home that were not part of this claim or of the  previously approved scope. Any repairs in the areas unrelated to the claim in question do not  fall under coverage for this claim. If Mr. ***** or his contractor are able to provide us with  additional documentation that might change our decision, they can forward it immediately to our  claims team for review and consideration. 

  We regret to hear our service did not meet Mr. *****’s expectations. We take customer service  very seriously and continuously strive to improve our service. If you require further assistance,  please contact ****** *******, at ###-###-#### or by email at *******@nationwide.com.  

  Sincerely, 

  **** ***** 

  **** ***** 

  Claims Compliance Specialist, 

  Customer and Regulatory Solutions

• Initial Complaint

  Date:11/18/2022

  Type:Customer Service 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 spoke with Progressive Insurance company on Sunday (11/6/22) for a quote and I was told that I was paying 100/300 for liability. The next day (11/7/22) I called ******** ****** insurance and was told that they would call me back. I did speak with a rep the next day, Tuesday (11/8/22) and was told that since I had called the 800 number that I needed to speak back with them. I called the 800 number and spoke with ******** *******. She told me that they couldn't do anything. On that same day (11/8/22), I called and spoke with ******** ****** at the Corporate office. I explained all the information and she gave me a reference # *******. I was told that someone would call me back. After a couple of days, I hadn't received a call back so I called them again on Friday (11/11/22) but the call was unsuccessful. On Monday (11/14/22), I received a call from ******** a rep from their legal Department. I was told that when I removed my 2014 Cadillac ATS, I should have changed the coverage. I told her that when I called to change the car from a lease to a purchase the coverage should have been removed. I told her that I was unaware that I was still paying leasing coverage and if it hadn’t been for Progressive, I would still be clueless. Cleressa than stated that "there is nothing we can do." My response to her was, “I thought that Nationwide was on my side” and we ended the conversation.
  I was not unaware of how lease insurance works and it was never explained it to me and therefore, I deserve to be refunded. According to Nationwide’s website they “focus on customers and value people and that people are their biggest resource and their greatest asset in providing excellent customer service to our customers.” The treatment I’ve received recently from the Nationwide Reps contradicts those values. I have been a loyal customer for over two decades and I am livid that Nationwide is not taking responsibility for overcharging me for insurance on a car that I no longer had/ have. In fact, it has been over three years since I’ve had that car. What makes this even more upsetting, is had I not contacted Progressive, I would still be paying for that coverage. Nationwide most notarized motto is “Nationwide is on your side”; from my standpoint that statement can’t be further from the truth.

  Customer Answer

  Date: 11/22/2022

  
  ******* ***** ***********************
  Attachments
  10:29 AM (41 minutes ago)
  to info
  
  Good Morning, please see attached.
  
  Thanks,
  *******

  

  Business Response

  Date: 11/23/2022

  
  ********* ****** *
  Tue, Nov 22, 4:36 PM (15 hours ago)
  to me
  
  Dear Ms. **********,
  
   We are in receipt of this complaint and would like to request an extension to  Friday December 2,2022. Please and Thank you.
   
  
  Kind Regards,
  ****** ********
  

  

  Business Response

  Date: 12/01/2022

  December 1, 2022  

  ********* **********  

  Dispute Resolution Team  

  Better Business Bureau Serving Central Ohio  

  **** ****** ****  

  Columbus, OH 43215-1005  

  BBB Complaint #: ********  

  Complainant Name: ******* *****  

  Policy #: ***********  

  Claim #: n/a  

  Company Name: Nationwide Property and Casualty Insurance Company  OCR Ref #: *******  

  Dear ********* **********:  

  We have received your recent inquiry from ******* *****, regarding personal Auto policy  ***** ******, and her concerns regarding increased liability limits and a request for a refund.  We would like to address these concerns.  

  Our records indicate the Bodily Injury limit of $100,000 per person/$300,000 per occurrence has  been in place on Mrs. ******* policy since April 12, 2014, when the 2014 Cadillac ATS was  added to the policy. When this vehicle was replaced with the 2014 Cadillac CTS, effective  March 13, 2017, no coverage changes were made. Declaration pages have been issued with  each vehicle change and at each renewal to inform Mrs. ***** of the included coverage.  

  The liability limits of 100/300 are not specific to leased vehicles, nor is it Nationwide policy to  automatically lower liability limits as this may present an unknown financial risk to our insured.  We will only lower liability limits upon receipt of a direct request from our insured. During a  vehicle change transaction, our representatives are required to offer a review of the existing  coverage and ask if any changes are needed. Upon receipt of this inquiry, the calls between  Mrs. ***** and our Nationwide representatives regarding the vehicle changes were reviewed  and it was found that Mrs. ***** requested the coverage remain the same. We also contacted  Mrs. ******* Agent, ******** ****** Insurance Agency, who stated that they had not received  any request to lower the liability limits, prior to this inquiry.  

  Per our review, Mrs. ******* Agent processed a change to update the liability limit to $50,000  per person/$100,000 per occurrence, as requested by Mrs. *****, effective the November 30,  2022, renewal on policy ***** ******. Please note this is the Auto policy currently in force for  Mrs. *****. When Nationwide representative ******** spoke with Mrs. ***** on November 14,  2022, to provide the findings of her review, the coverage change had already been processed  and there was no further action needed for the change to occur. We regret that this interaction  did not resolve Mrs. ******* concerns and has caused additional frustration. 

  Our guidelines permit certain policy changes to be backdated up to six months from the date  that the request is received. As such, we agreed to backdate the requested change of liability  limit to the prior renewal date of May 30, 2022. As there was no company error identified, we  

  are unable to backdate this coverage change any further. The additional change was processed  on November 28, 2022, and policy documents were issued to inform Mrs. ***** of the update.  A refund check (check # **********) for the prior term credit of $113.79 was mailed via USPS  on December 1, 2022, and should be received by Mrs. ***** within 7-10 days.  

  We encourage Mrs. ***** to review all her policy coverages and limits upon receipt of the policy  documents and contact her Agent, ******** ******, at ************ to request any additional  changes to the policy.  

  If you require further assistance, please contact ****** ********, at ************ or by email  at **********************.  

  Sincerely,  

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

  Specialist, Customer & Regulatory Solutions  

  Enclosure(s) 

  
  

  
  

• Initial Complaint

  Date:11/16/2022

  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.

  ********
  **** ******** *** **
  Roanoke, Virginia 24017
  November 15, 2022
  Nationwide Headquarters
  One Nationwide Plaza
  Columbus, Ohio 43215-2220
  Email: *******************
  Ph. ************ ext **********
  RE: ***URGENT***Policy #5345J 254700 Coverage
  Written response requested within 24 hours

  
  I am writing concerning the status of the above reference policy.

  
  Please be advised I am a victim of auto theft.

  
  Auto by definition refers to cars or automobiles.

  
  Theft is defined as “the felonious taking and removing of personal property with intent to deprive the rightful owner of it” by the Merriam and Webster Dictionary. This is what has happened to me, I have been deprived of my rights!

  
  A 2014 Nissan Pathfinder was towed from Keagy Road to Southway Drive on October 25, 2022, not October 26th as the representative had instituted in a prior phone call. (I am not sure why this date was given, but I have a pretty good assumption of what has happened.)

  
  The vehicle, 2014 Nissan Pathfinder, had been nothing, but a hazardous death trap since day one of purchase. Given the “dealer” did try to “fix it,” but one must argue that the dealer and automotive repair shop operated with gross negligence and due to such actions placed the lives of my family and myself in grave danger in the operation of this motor vehicle.

  
  It has come to light since I reported the car stolen with the Roanoke City Police Department (Reference incident #: 22-110774), that the car was ta*** by America Auto Sales owner, ***** ******, after I reported it my insurance and the Virginia State Police that the brakes failed at the intersection of Shenandoah Ave and Peters Creek Road Ext. in Roanoke, Virginia. I could have T-boned someone or rear ended someone as a result of the faulty operation of this vehicle. Serious bodily injury could have occurred, but thanks to my experience driving I knew exactly what to do and how to remain calm.
  2
  What if this had been my 16-year-old child driving this car and not me?
  Loss of control of a vehicle and an inexperienced driver do not mix, it is like oil and vinegar.
  This could have ended terrible with the loss of life. And, this event just so happened on my child’s 16th birthday, 10/25/22!
  This has caused me a great amount of anxiety of which I was admitted to the hospital. I have 20+ years of driving experience and if this unnerved me, imagine what would happen to an inexperienced driver…
  Nevertheless, I digress…

  
  I cannot speak to ***** ******’s intentions. I can only allege that the vehicle was ta*** in an attempt to conceal what actually happened. Although, they “America Auto Sales” and/or “Affordable Car Care” state no work has been done to this vehicle I beg to argue the difference; otherwise, what was the harm in leaving the vehicle where the tow truck dropped it off at on Southway Drive.

  
  I informed ****** at the time he agreed to fix the catalytic converter issue that the car was making some strange squeaking noise which was noticed from the rear of the vehicle.

  
  The fact of the matter still remains that the car was “stolen” or “ta***” by the dealer himself, ******, in an attempt to “cover-up” the sale of a defective vehicle and faulty braking system.

  
  I was informed by Officer Wilkerson who took the report of the vehicle as stolen that this company, America Auto Sales, has multiple operations in and around the City of Roanoke and Salem that have a reputation for its negligent actions and sell of junk cars bought at auction.

  
  These negligent acts, misrepresentations, and fraudulent actions nearly cost me my life on at least three separate occasions.

  
  First, the car’s alternator went out while I was around the corner from home. I tried to make it to a local auto part store to diagnosis the check engine light and the vehicle cut off in the middle of the road again, three times to be exact (once in a busy intersection, you can only imagine how embarrassing it was to have 30 day tags on a broke down car), then the catalytic converter issue, the misfiring of the engine caused by faulty spark plugs of which only one was replaced, and last but definitely not least the failing of the rear brake(s).

  
  This is far beyond being a dissatisfied customer.
  What were these people trying to do? Kill me?
  My life, the lives of my children, and mother were risked repeatedly in the driving of this vehicle. This vehicle is not only a threat to the driver, but other motor vehicle drivers on the road!
  3
  I will not pay America Auto Sales or Affordable Car Care not one red cent!!!
  I am request ALL my money back and I request to be compensated for the above said actions described herein and within prior communications with this company, America Auto Sales.
  I believe, if necessary I will ultimately have no chose other than to ultilize the court system. You try to give people a chance and a break, but these actions are inexcusable especially when lives are at risk. A car is a weapon!
  I do believe I would be awarded punitive damages for the continued negligent acts of the owner, ***** ******, and “Angela” with America Auto Sales and all those involved, including but not limited to Nationwide and the changing of my insurance records to reflect a different series of events. (FYI – The prior tow info is available online at Nationwide from 9/24/22; however, the tow of 10/25/22 is not available, strange…)
  This vehicle, 2014 Nissan Pathfinder, is a hazard.
  It is literally and figuratively junk!
  And, someone should look into the sale of these cars at auction that are not salvageable!!!

  
  This is not my fault!
  This was a clear misrepresentation of material fact!
  I don’t care how many times you “fix” or claim to fix a car after it has been relinquished it will never be right. Furthermore, after this issue with the braking system I am scared and have great anxiety about driving anywhere in any kind of car… Only time can heal this type of emotional wound.

  
  Now, getting back to the subject of my auto insurance policy referenced above.
  Prior, to now I have had no delinquencies with my payment as provided to a representative over the phone on or about October 17th or 18th. I informed that this payment would be late due to losing my prior job (no fault of my own) and being in the hospital. The representative told me at that time this would not be a problem. I paid the premium on or about October 23, 2022 from another account as my financial accounts had been compromised and I had to replace all my debit/credit cards. This payment posted to banking account as paid on October 25, 2022 and was reflective of the total amount due at the time, $165.07.

  
  However, now that I have submitted a claim ***t ********, claims adjuster, states I had no coverage at the time of the loss because my policy lapsed. I challenge this!

  
  This is impossible due to the fact that my vehicle was towed by Nationwide to my primary residency address of 3725 Southway Dr., Roanoke, Virginia on October 25, 2022. My coverage
  4
  was verified when I placed the request for roadside assistance due to this mechanical failure of my braking system. Thus, the car could not and would not have been towed if there was an actual “lapse” in coverage and coverage had not previously been reinstated.

  
  In one’s opinion, I do not believe I should be paying insurance for something that should be deemed a total loss or junk due to all these conflicts of interest.

  
  Now, that I know where the vehicle is at and how they obtained access, even denying they had a copy of the car key is outright detestable! I had only one key and the Virginia State Trooper informed me that they denied having access to another key! Why lie??? The same people who own Affordable Car Care own and operate America Auto Sales; thus, they had access to the key!

  
  Continuing, I had personal belongings left in the car which I am unsure are even there at this point in time.
  I am not sure what has transpired, but I can only assume some type of collusion/conspiracy has occurred.
  I request a prompt investigation into this matter and I be made whole.

  
  I am still without a car.
  Everyday, I keep this rental car I am charged a fee which needs to be paid and I reimburse for the expenses I have already incurred.
  For all this hassle, I literally could have brought and paid for a new car.

  
  I wish to be compensated for all that has occurred and is still occurring as I was treated terribly by ***t ******** who was assigned as my claims adjuster. I refuse to work with anyone who can talk in such a way to belittle me without having all the details.

  
  Attached within this communication are all the persons involved thus far…

  
  I am awaiting the report from the Virginia State Trooper which I will forward once available (I was advised the complete report will take up to 5-7 business days from the date of this communication); in addition, I will forward the report of the Roanoke City Police Department who took the initial report of auto theft once available.
  I literally had no idea what to do, other than report the car stolen as the last time I saw the car was the evening of October 25th and when I arrive back at Southway Drive on October 26th the car was gone. I did not know what to think as I had already contacted the VSP (Virginia State Police), I thought that they had the car since I had reported an issue with the inspection sticker and questioned its validity. Nevertheless, evidence has been tampered with and I can no longer rely upon any representations made by ***** ****** and or his associates with America Auto Sales or Affordable Car Care.
  5
  You just can’t come tow a car, there are certain processes that must occur prior to any action concerning property taking place.
  I believe the unauthorized tow of this vehicle was an attempt to “punish” me for speaking out and refusing to pay taxes on a vehicle that did not even work for 30 consecutive days!

  
  Continuing, a representative, Trenesa at Nationwide on 11/15/22, informed me that she would have the recording pulled on 11/15/22 of the prior phone call on or about 10/17/22 to substantiate what I had previously stated that my car insurance was inforce or would be reinstated after the payment was made which occurred on 10/23/22.
  Where this 11/8/22 reinstatement date came from I have no idea…
  Only that this is the same date, 11/8/22, is my hospital discharged date, but I am not sure how anyone else would know this beside myself unless.

  
  However, this is a very small community and if my medical records are being accessed and personal health information disclosed I will be making an inquiry as to such actions taking place.
  There are no such things as coincidences…

  
  I appreciate your prompt attention to this urgent matter.

  
  Sincerely,
  **** ********
  Ph. ************
  Email. *******************

  

  Business Response

  Date: 11/21/2022

  ****, **** J
  10:57 AM (5 minutes ago)
  to me
  
  Good morning Ms. **********,
  
  I would like to request additional time for this response.  With the Thanksgiving holiday, it does not allow my resolvers enough time to fully investigate the complaint.
  
  Would Friday, December 2, 2022 be acceptable?
  
  Thank you,
  ****
  
   
  
  Nationwide is on your side.
  
  **** ****
  
  Customer Relations Coordinator
  
  Proud Nationwide Member
  
  The Office of Customer Relations
  
  ************
  
  ****[email protected]
  
   
  
   

  Customer Answer

  Date: 11/23/2022

  Please see attached. Your immediate attention is requested as Avis has billed me $1,750.00 for a service that should have been covered under my plan. Attached is a proof that I was covered by Nationwide; otherwise, my claim for a tow service would not have been covered. Further, the customer service offered by *** ******** and ****** was far below satisfactory. You need to listen to the tone of their voices; if a customer has a problem you don't inturn five them "lip"
  
  
  
  Refund; Addressing the behavior of *** ******** and ******

  Customer Answer

  Date: 12/02/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 18412897
  
  
  
  I am rejecting this response because: Nationwide provided a copy of the billing history.  I paid what was due at each appropriate time.  I am requesting this information be reviewed and coverage activated.  As if I did not have coverage on 10/25/2022, Nationwide would not have towed the vehicle on 10/25/2022.

  
  

  Attached is a copy of the claim and billing history which does not show any amounts of approximately $300 due when I made the October 25, 2022 payment.
  

  
  
  
  Regards,
  
  
  
  **** ********

  

  Business Response

  Date: 12/09/2022

  December 9, 2022  ********* **********  Dispute Resolution Team  Better Business Bureau Serving Central Ohio  1169 Dublin Road  Columbus, OH 43215-1005  BBB Complaint #: 18412897  Complainant Name: **** ********  Policy #: 5345J254700  Claim #: 963333-GN  Company Name: Nationwide Insurance Company of America  OCR Ref #: 25453  Dear ********* **********:  We have reviewed Ms. ********’ file again regarding her Nationwide auto policy.  On October 4, 2022, a Notice of Cancellation was mailed, advising the $141.61  payment (made on September 28, 2022) was returned due to insufficient funds, and a  payment of $171.61 (which includes the returned item fee) was due by October 19,  2022, to prevent the policy from canceling effective October 20, 2022. That payment  was not received by October 19, 2022, so the policy was canceled effective October 20,  2022.  A balance of $165.07 was due for coverage provided up to the cancellation effective  date of October 20, 2022. The policy was also eligible for reinstatement with a lapse  with a payment of $301.32 until November 19, 2022.  Ms. ******** paid $165.07 on October 23, 2022. The full amount due to reinstate the  policy was $301.32. As this was not the full amount due for reinstatement with a lapse,  the policy remained canceled. An additional $136.25 was due to reinstate the policy with  a lapse in coverage. An additional payment of $136.25 was received on November 8,  2022, and the policy was reinstated with a lapse in coverage.  Respectfully, the required payment of $171.61 was not received by October 19, 2022,  so the policy was canceled. The full amount due to reinstate with a lapse in coverage,  was $301.32. The lapse in coverage remains in effect, from October 19, 2022 through  the reinstatement with a lapse effective date of November 8, 2022. Office of Customer Relations | One Nationwide Plaza, 3-04-101 | Columbus, OH 43215-2220  We have attached documents that were sent to Ms. ********, regarding her lapse in  coverage, along with the claim denial letter, supporting our position.  If you require further assistance, please contact **** **** at ************ or by email  at ****[email protected].  Sincerely,  Jason Rimel  Jason Rimel  Claims Compliance Specialist  Customer and Regulatory Solutions 

• Initial Complaint

  Date:11/09/2022

  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.

  Nationwide is participating in unfair and excessive fees in a 401K annuity fund. Through a series of unforeseen events – the death of my employer, the closing of the business, loss of employment and the termination of the company sponsored 401K, Nationwide charged my 401K a 10% fee of $17,537.56. My employer offered a 401K through Nationwide. Part of the offered 401K options was the Nationwide Fixed Select Option. The Nationwide Fixed Select Option is advertised in the Nationwide Retirement Plan Enrollment Guide as approximately 78.6% bonds and conservative capital preservation fund. As the stock market began to decline, I specifically chose the Nationwide Fixed Select Option to preserve my 401K principle. The decision to transfer my entire 401K savings and preserve the principle was based on the Nationwide Retirement Plan Enrollment Guide description on the Nationwide Fixed Select Option as “A guaranteed return fixed annuity contract with an interest rate that is reset quarterly”, “guaranteed” and is vague in describing any fees. A terrible loss occurred in early April 2022 - my employer passed away. He had no intention of closing his 38-year-old company, or the employer sponsored 401K. The events required me to withdraw my 401k from the Nationwide Fixed Selection Option. The Summary Plan Description promises “Fees that may be charged by Nationwide…NONE”. The Nationwide Fixed Select Option charged me a fee of $17,537.56, 10% of my principle. To the executives at Nationwide the excessive and unfair fee might seem like a small amount. But to me, I worked for nearly seven years to accumulate the amount in my 401K. My savings did not come easy. I was a stay-at-home mom, raising my three children. When they were in high-school, I returned to school as an older student to earn a Bachelor of Science in Engineering Technology. After years of raising children, this was my time to work and save for retirement. Nationwide wiped out 10% of my balance by one fee.

  

  Business Response

  Date: 11/21/2022

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

  Thank you for contacting us concerning the experiences of our plan participant during their plan termination.

  Plan details

  Plan name:            **** ********** * **** ************ ***
  Account number:    *********

  As part of the investment options made available for retirement plans, the Fixed Select contract seeks to provide a low-risk, stable investment option offering consistently competitive returns over time. The underlying investments within the contract are held in bonds and other fixed income investments, which are typically lower in volatility when compared to equity investments. The Fixed Select contract can offer competitive rates due to its longer investment time horizon and the lower volatility of its underlying investments. Interest is paid daily based on a rate which is reset quarterly based on market conditions. Generally, when interest rates go up, the value, or price, of bonds goes down. As a result of the Federal Reserve raising interest rates throughout 2022, bonds have lost value. This explains the decrease in the value of the underlying investments in the Fixed Select contract.

  The guarantees for Nationwide’s Fixed Select contracts are supported by investments in fixed income securities such as bonds and mortgages. Contract rate guarantees depend on the rates of return earned by the securities purchased. As long as a contract remains in force, its guaranteed rate will depend on the overall investment returns corresponding to the periods in which contract transactions occur. Although the market values of the underlying investments will fluctuate as interest rates vary, the balance of an ongoing contract is valued at a stable book value. When a contract is terminated, however, Nationwide must take into account the market values of the underlying investments.

  A Market Value Adjustment (MVA) is a contract provision (Article VII) within the Fixed Select contract which is applicable as a result of a plan level transaction. It is not applicable at the participant level when exchanges are made across investments. MVA’s are calculated for each plan individually but are applied in the same manner for all Fixed Select contracts. A plan termination invokes the MVA which can either be positive or negative in value depending on the items discussed above. The MVA formula represents Nationwide’s estimate of the gain or loss that would result from the sale of the contracts assumed underlying investments at the time of contract termination.

  When **** ********** * **** ************ *** chose to terminate the plan, the contractually mandated MVA was assessed on assets held in the Fixed Select contract and the current (market) value of the Fixed Select contract was issued out. In some cases, after the MVA was assessed, the value of the investment decreased. During the termination window Market Value Adjustment Factor was adjusted every 30 days based on the value of the underlying investment portfolio for the Fixed Select contract. The factors impacting the MVA are formula driven and included in the contract which is attached for your reference.

  Due to of the contractual nature of this provision, we must stand by the contract that was agreed upon and executed by **** ********** * **** ************ *** when choosing the Fixed Select fund.

  I would like to thank you for bringing your experience to our attention. We are focused on continuous improvement and will use your feedback constructively.

  If you have any questions or need additional information, contact ****** ******* by calling ###-###-#### Monday through Friday 8 a.m. to 5 p.m. ET.

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

  Manager, Operations

  Nationwide Solutions Center

  Customer Answer

  Date: 11/21/2022

  1. My employer passed away and the 401k plan was terminated.  My employer did not choose to pass away and close the company as the Nationwide response states.  The company 401k plan was forced to terminate. I did not have a choice to keep my retirement savings in the Nationwide Fixed Select Option.  

  
  

  2. The 401k plan was forced to terminate.  The Nationwide Retirement Plan Enrollment Guide states there is not a Termination Fee (page 74). 

  
  

  3. Based on the Nationwide Enrollment Plan, the Nationwide Fixed Select Option does not say anything about a time limit, or a market value adjustment fee.  The enrollment guide does not say that by placing my retirement savings into the Nationwide Fixed Select Option that I am agreeing to a contract. In the Nationwide's response, by Warren Ball, they are calling the fund the Nationwide Select "contract".  That is not the wording used in the enrollment guide - the fund is called the Nationwide Fixed Select Option.  Not "contract".  How can I agree to a contract when it is hidden, vague, and unclear that there is a contract? 

  
  

  4. Upon the company's 401k plan forced termination, Nationwide did not inform me that they were going to take 10% of my retirement savings in fees.  I did not know of this fee until I logged into my Nationwide retirement account and saw the 10% fee.  I would like to know who Nationwide informed and when they were informed.   

  
  

  
  Regards,
  
  
  
  *** ******

• Initial Complaint

  Date:11/06/2022

  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.

  On May 8th 2022 I purchased Travel Insurance online at tripinsurancezone.com from *******. Policy # *********. This is supposed to be a Nationwide plan with a plan administrator named CBP. I don't know why there are 4 companies involved with this. I opened a claim online which I cannot view or get a copy of. I was denied a claim for delayed luggage. I can understand that because I viewed the policy even though I do not agree. What happened with the portion of the claim for damaged Luggage? Do I need a BBB complaint against all 4 companies?

  

  Business Response

  Date: 11/29/2022

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

  Thank you for your inquiry regarding the above insured. After review of this inquiry, we show that the Baggage Delay claim was finalized on July 24, 2022, and additional information is needed to process the Damaged Baggage claim as explained below.

  The member purchased the Safe Travels Explorer Plan on May 8, 2022, in connection with a May 12, 2022 – May 27, 2022, trip. According to the claim submission, received by the claims administrator, Co-Ordinated Benefit Plans (“CBP”) on May 31, 2022, the member’s checked luggage was delayed on May 27, 2022. The Baggage Delay benefit provides reimbursement if your baggage is delayed en route to the destination only. Since the baggage delay occurred while the member was coming back from the trip, the claim was declined for benefits.

  The member indicated she had not received an update on the Damaged Baggage claim; unfortunately, due to an inadvertent oversight this portion of the member’s claim was not addressed. CBP reviewed the claim and determined additional information was needed, and the member was emailed on November 11, 2022, and November 28, 2022, explaining what information is needed to review the claim.

  With respect to the claims processing delay, we strive to process claims as quickly as possible to ensure the best possible experience for our clients and insureds. CBP has been experiencing longer than anticipated processing times due to significantly higher than normal claim submissions. We ask that the member accept our sincere apology for the delay in completing the claim and any undue concern or inconvenience this may have caused. We greatly appreciate the member’s patience and understanding and are working diligently to return to our normal service levels.

  We hope this is responsive to the customer’s concerns. If you have further questions regarding  this matter, please contact me at ###-###-#### or at **************************. 

   Sincerely, 

  ******** ******  

  Operations Manager 

  One Nationwide Plaza, 4-6-101 

  Columbus, OH 43215 

  cc. Co-ordinated Benefit Plans, LLC

  
  

  Customer Answer

  Date: 11/29/2022

  I had called yesterday and spoke to *******, not sure the spelling was correct. I have been unable to log into my account to update any information. It will not let me reset my password. She was unable to resolve this issue. I did receive an email from CBPconnect and responded to that. They were asking for my original Damage Report form my carrier since they are second to this. I called United and got that information and send it to them. I had 2 cases with ****** ********, lost\delayed luggage which they resolved and the damaged luggage is the same cases as with Trawick\Nationwide, 6 months later and nothing. We had a 22 inch Sky Traveler hard case frame luggage in which they broke the handle where it will not stay locked down. It was bought in the Philippines in 2012, around $40 dollars. I will update the damage report from United so you can see.
  
  
  
  Regards,
  
  
  
  *** ********

  

  Business Response

  Date: 12/09/2022

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

  Thank you for your additional inquiry regarding the above insured. We have reviewed the documentation submitted by the consumer referenced above, and find that additional information is still needed to process the Damaged Baggage claim.

  We understand that the member indicates he has continued concerns in accessing his claim on CBPConnect.com. Co-Ordinated Benefit Plans has indicated that a member of their staff will be reaching out to the consumer to assist him in accessing his claim.

  With respect to the additional information submitted by the member, the documentation submitted did not include United Airlines’ disposition of the Damaged Baggage claim. We understand that the member has indicated that United Airlines has not responded to his request for compensation; unfortunately, we are not able to proceed without a copy of their disposition as this coverage is excess.

  We hope this is responsive to the customer’s concerns. If you have further questions regarding  this matter, please contact me at ###-###-#### or at **************************.  

  Sincerely, 

  ******** ******  

  Operations Manager 

  One Nationwide Plaza, 4-6-101 

  Columbus, OH 43215 

  
  

  Customer Answer

  Date: 12/13/2022

  Hi ********, I understand what you are saying in regards to the disposition of the Damaged Baggage claim from ****** ********. They are as slow as Nationwide. I wait and never hear anything and half to call after two months to find out basically nothing. So I would like to keep this complaint open until next year because of the Holidays and waiting again to hear anything from United. As will try again soon to get in touch with them and get a letter saying they will not reimburse if that works better. I am uploading the last response from them and will also email it to you.
  
  
  
  Regards,
  
  
  
  *** ********

• Initial Complaint

  Date:11/03/2022

  Type:Customer Service 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.

  My Car was involved in an accident during oil change, The oil change place, Brake master Orangevale took it for a joy ride and crashed it. The cops said its their fault cause they crashed it into a parked vehicle.
  Brake master insurance is Nationwide, the accident happened on 10/04/22, Nationwide took 3 weeks to send an inspector to check the damage, inspector came last week and now the guy handling the case #******** ******* ****** is saying he is waiting on the inspector report, the inspector never answer his phone. any time we try to call them it goes straight to voicemail. We just want them to cover the accident like they should, that is all we want. The car has been sitting for a month.

  

  Business Response

  Date: 11/10/2022

  
  November 10, 2022
  
  
  ********* **********
  Dispute Resolution Team
  Better Business Bureau
  Serving Central Ohio
  **** ****** ****
  ********* ** **********
  
  
  BBB Complaint #:       ********
  Complainant Name:    ******* ******        
  Policy #:                      ****************
  Claim #:                       ******-GN
  Company Name:        AMCO Insurance
  Company
  OCR Ref #:                 *******
  
  
  Dear ********* **********:
  
  We are in receipt of your correspondence
  regarding the above-noted file. 

  
  This letter is in
  response to the inquiry filed with your office by ******* ******. We appreciate
  the opportunity to review the complaint and would like to address his concerns.
  
  The claim was filed on
  October 6, 2022, for a motor vehicle accident occurring during a test drive on
  October 4, 2022. We spoke with Mrs. ****** on October 14, 2022, and she advised
  her vehicle was a total loss and that she’d send the estimate to us. The claim
  was reassigned to Material Damage to set up an inspection, which was scheduled
  with an Independent Adjuster (IA) for October 28, 2022.
  
  The IA completed the
  inspection on November 4, 2022, confirming the vehicle is a total loss. We
  notified Mrs. ****** on November 8, 2022, and the evaluation is currently being
  completed for settlement.
  
  We’re sorry
  to hear our service didn’t meet the ******** expectations and acknowledge
  opportunities surrounding time service with the associate on this claim. We
  have provided the appropriate coaching and feedback to the handling associate.
  
  If you require further assistance, please
  contact our Customer Relations Coordinator, ****** ********, at ***** ******** or by email at **********************.
  
  Kind
  Regards,
  
   ***** *******
  
  ***** *******
  Claims
  Compliance Specialist, Customer and Regulatory Solutions

• Initial Complaint

  Date:11/01/2022

  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.

  I filed a claim for an auto accident and this is the first time I needed to utilize all resources available to me through this insurance company. I was involved in an accident on 10/16 and a claim was immediately filed. I spoke with an intake person on 10/17 and it wasn't until 4 days later that I hear from an assigned claims person. ***** ** helped get my claim sent to an *** shop, who set up a tow after many failures on the tow company's part. (it took them 4 more days to pick up my car due to them having taken down my number incorrectly). Enterprise did not have any cars at the assigned location for 8+ days. ***** reassured me that reimbursements would be at 100% even beyond 50/day as long as the overages were reasonable. I had already began to incur fees for renting through other carriers and taking Lyfts to where I needed to go. I repeatedly reached back out to ***** for help and was ignored. Was also provided wrong number to his manager. There are numerous calls, emails, etc being placed to Nationwide customer service, claims and the assigned person and none were answered. This continues on for over a week beyond that point, it was until 10/31 that I connect with the "On Your Side" helpdesk, which is the very first time I was give ANY information about my claim being reassigned or unassigned rather. I was not kept up to date on the status of the claim, the rental, ANYTHING. I have done all of the leg work.
  
  On 10/31, I asked that why was nobody from the appropriate reimbursement teams made aware of my reimbursable expenses proactively, especially since it was discussed several times.
  
  On 11/1, I get a call from a ***** who leaves a voicemail and again, no call back number and inaudibly leaves the email I need to contact. I had to call once again, to confirm the email with the same team who could have just provided the information.
  
  This isn't the experience I'd expect from such a huge insurance company and has me already the re-evaluating future relationship.

  

  Business Response

  Date: 11/08/2022

  **********************, 

  Thank you for your recent inquiry regarding the above referenced file. We have reviewed this  claim file and would like to address Mr. ***** concerns.  

  On October 16, 2022, Nationwide Insurance Company of America (hereinafter “Nationwide”)  received a first notice of loss on John ***** personal auto policy. We contacted Mr. ***** on  October 17, 2022, and obtained a recorded interview to gather the facts of loss. A rental  reservation was set up for Mr. ***** with ********** ********** at this time. 

  On October 19, 2022, we spoke to Mr. ***** regarding issues obtaining a rental with the rental  vendor ********** ******* ***. We discussed an alternative for him to upload his Uber or Lyft  receipts and we could process a refund. We further explained his policy limits were $1500.00 for  rental or loss of use reimbursement. Mr. ***** advised us he wanted to use ******* for repairs  to his vehicle. His vehicle was moved to ******* for repairs.  

  On October 25, 2022, we contacted ******* and verified Mr. ***** vehicle was at the shop and being reviewed. They advised an estimate would be provided soon. 

  On October 31, 2022, Mr. ***** contacted Nationwide to inquire about reimbursement of his  out- of- pocket cost for rental, Uber and Lyft cost. Mr. ***** further advised he was not using  the rental reservation Nationwide had previously set up through ********** **********. 

  Mr. ***** contacted Nationwide on November 1, 2022. He was upset about the claim process  had not been explained to him. We went over the claim process with him and explained where  he could send his out-of-pocket loss of use cost receipts to for review and processing. We  further explained we had previously set up a rental reservation through ********************* 

  and explained how he could contact the branch he wanted to rent from to obtain the rental  vehicle moving forward. On this same date, we contacted the repair vendor, *******. They  advised the vehicle had to be brought in and put on a lift to finalize the estimate.

   

  On November  2, 2022, we received photos of Mr. ***** vehicle from ******* and on November 3, 2022, we received the estimate of repair from them. The estimate of repair was $4,255.84 less Mr. *****  $100.00 deductible.  

  We received and processed reimbursement to Mr. ***** for his out-of-pocket cost for his  incurred rental, Uber and Lyft receipts on November 7, 2022. A payment of $322.31 was issued  to **** *****. We contacted him and went over this reimbursement. His vehicle is still at the  shop and is currently under repair, and we have decided for him to secure a rental vehicle  through *********************. 

  We regret that we didn’t meet Mr. ***** service expectations. We take customer service very  seriously and continuously strive to improve our service. We will continue to work with Mr. *****  and the repair shop *******. We have also taken the appropriate steps to reimburse Mr. *****  for his out-of-pocket loss of use expenses as well as setting a rental reservation with ********** ********** moving forward. 

  If you require further assistance, please contact ********* ******, at ###-###-#### or by email at  **********************.  

  Sincerely, 

  **** ********* 

  Compliance Specialist

  
  

  Customer Answer

  Date: 11/10/2022

  I accept the business's response to resolve this complaint.
  
  
  Regards,
  
  
  
  **** *****