Complaints

This profile includes complaints for Advanced Protection Products International, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Advanced Protection Products International, Inc.

  555 Metro Pl N Ste 650 Dublin, OH 43017

• 

  Advanced Protection Products International, Inc

  17732 Highland Road, Suite G158 Baton Rouge, LA 70810

• 

  Advanced Protection Products International Inc

  9449 Balboa Ave Ste 300 San Diego, CA 92123

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:04/15/2025

  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.

  ********* which financed my car said they opened a claim with advanced protection products international **** They said appi never responded. Nobody ever contacted me about a remaining balance. Nobody ever told me there was only 90 days to file a claim. As you can see from the reviews even when all documents have been received within 90 days they still deny your claim. Appi are thieves and need to be shut down. I have a ******* balance on my car that appi should honored.

  Business Response

  Date: 04/25/2025

  Please see the attached response.

  BBB NOTE: Per BBB policy and for the convenience of the parties we have copied the text of the attached business response below:

  April 25, 2025
  ATTN: ****** ****** BBB of *****************************
  ******************
  
  Re:Customer Name:Vic *****
  Complaint ID:23205406
  Claim Number:2412-2108
  Sent via Email ONLY: ****** ******
  
  Dear ****** ******:

  Advanced Protection Products International, Inc. (We, Us, Our, or APPI) is in receipt of the complaint made by Vic ***** (the Customer) regarding a benefit request made under their Guaranteed Asset Protection (GAP) Addendum (hereinafter Addendum), which was purchased from ************* (LV) (the Seller). The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance Agreement with ********************** (the **************** as a successor in interest. The Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party to either agreement.

  After a complete and thorough review of APPIs records, we find that the Total Loss occurring on October 4, 2024, was not reported to Us until on or about December 10, 2024. Documents were submitted to us between December 13, 2024, and on or around January 25, 2025. However, we did not receive a Reporting Form (provided to the Customer by Us at the time of reporting by ******* to the address on file), a Payment History, or copies of the Cancellation Refund, all required documents per the Addendum terms. The missing documentation remains outstanding to date. Our records do not indicate any contact was made by the Customer until they reached out on March 24, 2025. Unfortunately, by that date, the deadline to receive complete documentation had passed.
  
  Per the terms of the Addendum, the Customer has 90 days from the date of the insurance settlement to provide complete and legible copies of all documents. In this case, the insurance settlement was dated December 4, 2024. The Customer had 90 days, until March 4, 2025, to submit complete documentation to us. As stated, we are missing the Reporting Form, Payment History, and Cancellation Refund, all of which are required documents. When the Customer first contacted us on March 24, 2025, the deadline had unfortunately already passed. Please see SECTION 7 BENEFIT REQUEST PROCEDURE of the Addendum, the relevant portion of which is restated as follows:
  
  In the event that Total Loss involves settlement by the ***************** Carrier, then You must submit the following documents to the Administrator within ninety (90) days of the Date of Settlement. Documents must be complete, unaltered and legible to be eligible for the processing of the benefit request.
  1.A complete copy of the Finance Agreement and this GAP Addendum; 
  2.Copies of the completed GAP Claim Reporting Form and Vehicle Options Form;
  3.A copy of the Finance Agreement's complete payment history detailing the date each payment was made and the amount of each payment;
  4.A copy of the ***************** Carriers settlement statement and check and any documents from the ***************** Carrier evidencing its determination of the Actual Cash Value of the Vehicle including any taxes, fees, or deductibles used in calculation of the settlement;
  5.A vehicle evaluation report from the ***************** Carrier if the Vehicle sustained major damage; and
  6.A copy of any refund checks for the cancellation of credit life insurance, credit disability insurance, a vehicle service contract, an extended warranty, a car care agreement or other add-on items that were financed on the Finance Agreement. You are required to submit requests for cancellation on any cancelable products included on the Finance Agreement.
  
  In the Addendum terms, You refers to the Vehicle purchaser, or in other words, the Customer. Because the Customer did not submit all required documents by the deadline, a waiver benefit was declined. Please see SECTION 6 LIMITATIONS AND EXCLUSIONS, Item 6, restated as follows:
  This GAP Addendum does not apply to:
  6. If the benefit request is not reported as required in SECTION 7 BENEFIT REQUEST PROCEDURE;
  
  Again, in order for the Customers benefit request to have been considered, all required documents should have been provided to Us within 90 days of the Date of Settlement, which has passed.

  Thank you for the opportunity to explain APPIs position in this matter. If there are any questions, the Customer may contact me directly.
  Sincerely,

  
  ******** ****
  ******** **** Legal Compliance Consumer Relations
  Email: ************************************************************************************
  

  
  

• Initial Complaint

  Date:03/17/2025

  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.

  I have been paying **** Monthly since 2020 to cover ************* for my vehicle. I have been current on all payments to the company to maintain coverage. After enduring a traumatic hit and run my vehicle was a total loss. APPI has denied covering my GAP expenses. They have fraudulently made-up reasons to not pay out. They are reported prior damage to my vehicle which there were none. and are refusing to pay me out the additional ****** for my unused benefits. I have attempted to collect paperwork to no avail. They have been avoiding me and my calls, becoming very hostile when they did answer and have yet to provide me with any documentation that has been requested.

  Business Response

  Date: 03/21/2025

  Please see the attached response.

• Initial Complaint

  Date:02/11/2025

  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.

  I bought a power buy protection plan in the amount of $6,000 in July 2025. I hit a deer and totaled my vehicle in November 2025. My insurance settled the claim late December 2025 deeming the vehicle a total loss. The dealership started working on the powerbuy claim on December 30, 2025. When the powerbuy paid the claim they paid the amount of $3,027.57. It was the amount of the cash purchase price of the vehicle ($38,337.43) minus a $500 rebate then minus my insurance settlement check. ($35,337.43) The problem is that my insurance settlement check included $2,108.08 in tax. The fair market value of the vehicle was $33,729.35. They did not add the tax into the purchase price of the vehicle and I don't believe that it should be used in the "fair market value" of the vehicle at the time of the total loss. I asked how to dispute the amount of the claim but I did not get an answer. Please note that the contract states that in the event of no insurance they use the "actual cash value" which also does not include tax.

  Business Response

  Date: 02/20/2025

  Please see the attached response.

  February 20, 2025 ATTN: ****** ****** BBB of *********************************************************************************** Re: Customer Name:  File Number:  Claim Number:  Dear ****** ******: ***** ***** ******** ********* We received a complaint made by ***** ***** (the Customer) regarding a Depreciation Benefit request made under their PowerBuy Depreciation Program (hereinafter "PowerBuy Contract"), which was purchased from **** ******* **** Truck City (the Seller). The PowerBuy Contract is a Service Contract agreement between the Customer and **************************** (the Obligor), wherein the Obligor agrees to apply as a down payment the selected Maximum Depreciation Benefit or the Covered Vehicle Purchase Price less the ***************** Settlement (the Depreciation Benefit), whichever is lower. The ******** Contract is not a debt cancellation agreement, insurance, or warranty. We serve only as the Administrator and are not a party to either agreement. The Customer purchased the PowerBuy Contract for $339.00 with a $6,000.00 Maximum Depreciation Benefit. Please note that this is not a guaranteed benefit amount; a lower depreciation benefit is not a reduction of the benefit received. Again, the benefit is either the Maximum Depreciation Benefit or the Depreciation Benefit, whichever is lower. Depreciation Benefit is a defined term within the PowerBuy Contract in the Definitions section, item 12, and is restated as follows: Depreciation Benefit: The amount calculated by the Administrator and being the Covered Vehicle Purchase Price / Lease Agreed Upon Value less the ***************** Settlement or Actual Cash Value on the Date of Loss. In no event will the Depreciation Benefit exceed the Maximum Depreciation Benefit. Terms in bold are defined within the Definitions section of the PowerBuy Contract. Relevant definitions are restated as follows: 8. Covered Vehicle Purchase Price / Lease Agreed Upon Value: the actual sales price of the Covered Vehicle, as shown on the Bill of Sale / Retail Installment Sale Contract / Finance Contract / Lease Agreement net of any rebates, the costs for any additional products, taxes, or any other fees or expenses. If the Bill of Sale / Retail Installment Sale Contract / Finance Contract / Lease Agreement is not available then the Purchase Price shall be 100% of the Manufacturers Suggested Retail Price (MSRP) for new vehicles or 100% of the **** Power Clean retail value, for used vehicles. The Administrator, at their discretion, may use an equivalent national or regional guide for the Territory in which the Covered Vehicle is principally garaged. 22. ***************** Settlement: The amount received from the Primary Carrier of ************** claim because of a Constructive Total Loss (including any amounts for salvaged sale / title or deductions or for modifications made to the Covered Vehicle after the Vehicle Purchase Date or PDP Purchase Date that have adversely affected the ***************** Settlement figure made by the Primary Carrier) or the Actual Cash Value, whichever is the greater. If the Primary Carrier physical damage policy is a stated value policy, or if there is no Primary Carrier in place at the Date of Loss, We will use the Actual Cash Value, inclusive of any applicable deductions listed above, to determine any Depreciation Benefit due. As defined in the contract, the ***************** Settlement is the amount received from the ******************* carrier or the Actual Cash Value, whichever is greater. In this case, the amount received from the ******************* carrier is $*********, greater than the Actual Cash Value and, therefore, considered the ***************** Settlement. While $********* includes taxes, the PowerBuy Contract does not suggest that the ***************** Settlement will exclude taxes included in the insurance settlement. Therefore, we disagree that the taxes should be deducted from the ***************** Settlement in our calculations. After a complete and thorough review of the Customers benefit request, we find that the Depreciation Benefit of $******** is correct as calculated. We have reviewed our calculations with the Obligor, who agrees with our calculation. In this case, the ***************** Settlement is $*********. To calculate the Depreciation Benefit, we subtract the ***************** Settlement from the Covered Vehicle Purchase Price, which in this case is $*********. We also subtracted a $****** rebate, which is not covered per the PowerBuy Contracts terms. A complete breakdown of the Depreciation Benefit calculation is as follows: Covered Vehicle Purchase Price $ ********* The Purchase Price of the Covered Vehicle, as stated by the Buyers Order from the Covered Vehicle. LESS Rebate -$ ****** A rebate as stated on the Buyers Order of the Covered Vehicle, which is not covered under the PowerBuy Contracts terms. LESS ***************** Settlement -$ ********* The ***************** Settlement, representing the amount received from the primary insurer, which is greater than the Actual Cash Value. Total Depreciation Benefit $ ******** The Depreciation Benefit as defined by the PowerBuy Contract. Again, the Depreciation Benefit is $********, which is less than the Maximum Depreciation Benefit of $6,000.00 and so represents the total benefit available to the Customer under the PowerBuy Contracts terms. The lesser amount does not represent a reduction of benefits, because the Maximum Depreciation Benefit is a representation of a maximum benefit and not a guaranteed benefit amount.  We have advised the Customer and dealer of the total benefit, which will be applied pending the sale of the new vehicle. At this time, our benefit calculation is final. If the Customer wishes to dispute the amount, we direct them to the Dispute Resolution/Arbitration Agreement section of the PowerBuy Contract. Sincerely, ******** **** ******** **** Legal Department Consumer Relations 

  Customer Answer

  Date: 02/20/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22927015
  
  I am rejecting this response because: 

  The contract states that you are using the insurance settlement amount but it also says that if you are uninsured that you use the actual cash value of the vehicle, and that does not include sales tax.  I don't think that you should be using the insurance settlement amount that includes tax when you don't include the tax in the purchase price of the vehicle.  No one there would give me a phone number to dispute the amount although I asked for one twice (by email, once to ***** ****** and once by replying to an email that was sent to me), there is not a  phone number on the contract for arbitration so I would appreciate it if you at least gave me the phone number of who to contact.
  
  Regards,
  
  ***** *****

  Business Response

  Date: 02/26/2025

  Please see the attached response.

  We received the follow-up complaint made by ***** ***** (the Customer) regarding a Depreciation Benefit request
  made under their PowerBuy Depreciation Program (hereinafter "PowerBuy Contract"), which was purchased from ****
  ******* **** Truck City (the Seller). The PowerBuy Contract is a Service Contract agreement between the
  Customer and **************************** (the Obligor), wherein the Obligor agrees to apply as a down payment
  the selected Maximum Depreciation Benefit or the Covered Vehicle Purchase Price less the Primary Insurance
  Settlement (the Depreciation Benefit), whichever is lower. The ******** Contract is not a debt cancellation
  agreement, insurance, or warranty. We serve only as the Administrator and are not a party to either agreement.
  In their complaint, the Customer refers to a term of the PowerBuy Contract relating to if they dont receive an
  insurance settlement. However, in this case, the Customer did receive an insurance settlement, and so any term
  relating to a lack of insurance is not relevant here and has no bearing on our final benefit determination. If the
  Customer wishes to dispute this matter further via arbitration, they may contact *********************************************.
  At this time, we consider our benefit decision final, and this complaint matter fully addressed.
  Sincerely,
  ******** ****
  ******** ****
  Legal Department
  Consumer Relations

• Initial Complaint

  Date:01/27/2025

  Type:Product 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 submitted a GAP claim to APPI and was told that my files couldnt be opened due to sending them as one compressed file. I then proceeded to send 12 emails with 4-5 attachments each sending each document as an individual .pdfs as requested. Within a few hours I received an email back from APPI stating that my VIN could not be found in their system. When they sent their first email about the documents, it had a link to go online and upload documents that way so I tried to do that. Of course, as other reviews state, their website is garbage and not user friendly and there was nowhere to upload the documents which is what lead to the 12 emails. I was however able to create an account with my name and VIN number and it shows I do have an active contract with APPI, directly on their website. You can imagine my surprise when they sent that email stating they didnt have my VIN in their system. I then sent them screenshots back showing my APPI contract I submitted to them as well as their website stating I have a contract. I have yet to hear back from them, which isnt shocking. It seems the only way people get them to pay their waivers for GAP is to file a BBB complaint, so this is where I will start.

  Business Response

  Date: 02/07/2025

  Please see the attached response.

  February 05, 2025
  ATTN: ****** Walker   
  BBB of ************
  ************************************************************************
  Re: Customer Name: ***** ********
  Complaint ID:    ********
  Claim Number:    2501-6192
  Dear ****** ******:
  Advanced Protection Products International, Inc. (We, Us, Our, or APPI) is in receipt of the complaint
  made by ***** ******** (the Customer) regarding a benefit request made under their Guaranteed Asset
  Protection (GAP) Addendum (hereinafter Addendum), which was purchased from ******* ***** (the
  Seller). The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to
  waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as
  of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of
  the Finance Agreement with ****************** (the **************** as a successor in interest. The
  Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party to either
  agreement.
  After a complete and thorough review of APPIs records, we note an email from APPI to the Customer that
  states a VIN was not found. However, that email was in response to an email that contained no information
  other than a ZIP file, which we are unable to process for security reasons. We wish to assure the Customer that
  we have a record of their Addendum and have received the documents submitted in an acceptable manner.
  When we processed the documents submitted properly, the only document needed was a Statement of Loss.
  The Statement of Loss is necessary because the Customer advised us that a police report, which is typically
  required, is unavailable. As of February 5, 2025, the Statement of Loss was received, and we were able to submit
  the benefit request for review. A benefit is authorized in the amount of $********, and a complete breakdown
  of the waiver benefit is as follows:
  Payoff Balance as of
  Date of Loss
  $ ********* The principal balance on October 27, 2024, the last
  payment date, plus $33.03 for 13 days of interest. This is
  the Outstanding Balance as defined by the Addendum.
  LESS Primary Insurance
  Carrier Settlement
  -$ ********* ********************* Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ ******** The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $********. We will advise the *************** to waive
  the authorized amount. Pursuant to the finance agreement, any remaining account balance after the waiver is
  applied is the Customer's responsibility. As an aside, we want to remind the Customer to please provide a valid
  VIN or the above Claim Number in all communication with us, to avoid any processing issues.
  Thank you for the opportunity to explain APPIs position in this matter. If there are any questions, the Customer
  may contact me directly.
  Sincerely,
  ******** ****
  ******** ****
  Legal Compliance
  Consumer Relations
  Email: ************************************************************************************

  Customer Answer

  Date: 02/10/2025

  [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 accept the business's response to resolve this complaint. Thank you for the quick response! 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:12/20/2024

  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 filed a GAP claim, I was advised to send in several documents. One of which was to have to body shop give an estimate of what it would cost to fix my car. I provided this information and the cost the fix my vehicle was $40,000+ and was deemed a total loss by the body shop. However they are stating that it is not a total loss because it doesnt exceed 90% of the value. Theyre stating JD Power value of my car is $62,000. When I value it on JD Power. That isnt what that car is valued. Its what people are paying. This is absurd.They also sent me a denial letter with the complete wrong totals on there and when I called and told them my repair costs was $40000 not the $14000 they had on the letter. They quickly edited it. I feel this is unfair because my car is absolutely a total loss. Determined by a body shop.

  Business Response

  Date: 01/07/2025

  January 7, 2025
  ATTN: ****** Walker   
  BBB of ************
  ************************************************************************
  Re: Customer Name: ******** ********
  Complaint ID:    ********
  Claim Number:    2411-173
  Dear ****** ******:
  Advanced Protection Products International, Inc. (We, Us, Our, or APPI) received the complaint made by
  ******* ******** regarding a benefit request made under a Guaranteed Asset Protection (GAP) Addendum
  (hereinafter Addendum), which was purchased by ******** ******** (the Customer) from ***** of Silver
  *********** (the Seller). The Addendum is an agreement between the Customer and the Seller wherein the
  Seller agrees to waive the difference between the Outstanding Balance of the Finance Agreement and the Actual
  Cash Value as of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and
  forms a part of the Finance Agreement with ******************************* (the **************** as a successor in
  interest. The Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party
  to either agreement.
  After a complete and thorough review of APPIs records, we find that the benefit request was reviewed and
  properly declined in that the valuation calculations do not meet the definition of Total Loss, and therefore, there
  is no benefit available to the Customer at this time. The Addendum explicitly sets out the agreement between
  the Customer and the ********************** in SECTION 1 GAP AGREEMENT, restated as follows:
  The Buyer and the Seller named on Page 1 hereby agree to amend the provisions of the Finance
  Agreement as follows: if the Vehicle is deemed a Total Loss, then the Seller agrees to waive the
  difference between: (a) the Outstanding Balance of the Finance Agreement on the Date of Loss;
  and (b) the Actual Cash Value on the Date of Loss. In addition, the Seller will waive up to one
  thousand dollars ($1,000.00) towards to the *****************s deductible.
  As set out in Section 1, the Vehicle must be deemed a Total Loss for a waiver benefit to occur. Total Loss is a
  term that is defined within the Addendum, under SECTION 4 DEFINITIONS. The Total Loss Definition is
  restated as follows:
  Total Loss means that the Vehicle is deemed a Total Loss by the ***************** carrier due to
  an insured peril. In the event that Total Loss does not involve a settlement payment by a
  ***************** carrier, the Vehicle shall be considered a Total Loss if (a) it has been involved
  in a collision or sustains major damage whereby the cost to repair the Vehicle exceeds ninety
  percent (90%) of the Actual Cash Value on the Date of Loss; or (b) if the Vehicle has been stolen
  and has not been recovered within thirty (30) days from the date of the original police report
  evidencing theft of the vehicle.
  As restated above, the Total Loss definition sets out how Total Loss is determined if the Customer has a Primary
  Insurance Carrier, as well as if the Customer does not have a ***************** Carrier. In this case, the
  Customer did not have a ***************** Carrier at the time of the incident on August 24, 2024. Therefore,
  Total Loss means a Vehicle that has been involved in a collision or sustains major damage, whereby the cost
  to repair the Vehicle exceeds 90% of the Actual Cash Value on the date the incident occurred, August 24,
  2024. Actual Cash Value is a defined term within the Addendum, under SECTION 4 DEFINITIONS, and is
  restated as follows:
  Actual Cash Value means the value of the Vehicle on the Date of Loss as established by the
  ***************** carrier. In the absence of *****************, Actual Cash Value shall mean
  retail value as determined using the current edition of the ******** Guide. In the absence of
  *****************, the terms of this Addendum will remain the same. Adjustments will be made
  for prior unrepaired damage, mileage, usage, condition, applicable taxes or fees, and
  documented Vehicle options and accessories purchased at the time the Finance Agreement was
  executed. If it is determined that Your ***************** carrier did not pay a fair Actual Cash
  Value and we provide You with evidence obtained in our research, You may be required to
  contact Your ***************** carrier and request a higher payment.
  As restated above, because the Customer did not have a ***************** on the date of the incident, Actual
  Cash Value means the retail value of the Vehicle according to the ******** used vehicle value guide (please note
  that ******** has merged with and into **** Power). In this case, the retail value of the Vehicle on August 24,
  2024, was $62,000.00. We determined this retail value by utilizing an online valuation tool that **** Power
  provides, and inputting several determining factors, including the **** mileage, date, and vehicle options. A
  printout of the **** Power valuation results is included with this response.
  Note that we recognize that the Customer attempted to verify the vehicles value through **** Power and
  provided a screenshot of their results with their complaint. However, We also note that the Customers
  screenshot shows the Trade-In value of the Vehicle on the date that they researched the information. This is
  different, both in the date of the information, as well as the value type. The Trade-In value is not the Retail value
  - and is necessarily less than the Retail value this is because dealerships will purchase vehicles below its Retail,
  i.e., Trade-In value in order to make a profit when the used vehicle is sold. For comparison, the valuation
  provided with our response includes a separate Trade-in valuation, which is similar to the Trade-In value the
  Customer found in their research; any difference can be attributed to the date of valuation. Again, the
  Addendums Total Loss determination in the absence of an insurance settlement check is based on Retail value,
  not Trade-In value.
  Again, in order for there to be a GAP waiver benefit a Total Loss must first be present. In a case such as this
  where there was no Primary Carrier settlement (no insurance) the Total Loss can only be found if the cost to
  repair the Vehicle exceeds ninety percent (90%) of the Actual Cash Value on the Date of Loss. In this case the
  Actual Cash Value on the date of loss (see above) was $62,000.00. The estimate provided by the Customer to
  repair the Vehicle was $40,388.61, which does not exceed ninety percent (90%) of the Actual Cash Value on the
  Date of Loss. For this reason, a Total Loss as defined by the Addendum has not occurred, and a Total Loss being
  present is a condition precedent to coverage. As such, we find that the benefit request was reviewed and
  properly declined.
  I thank you for the opportunity to explain APPIs position in this matter.    If there are any questions, the
  Customer may contact me directly.
  Sincerely,
  ******** ****
  ******** ****
  Legal Compliance
  Consumer Relations
  Email: *******************************************

  Customer Answer

  Date: 01/08/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 22716780
  
  I am rejecting this response because: 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:12/11/2024

  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 bought ************* via my dealership when I bought my 2024 ****** Pathfinder in March. In October I was hit and car was deemed totaled. I started the paperwork process in November and It is now December 11th and I am still waiting for my paperwork to be received. I was told once received it takes a week to be processed and 3 to 6 weeks until the file is paid. I have made 2 car payments for a car that is deemed total. I may now have to pay 3. What was the point of paying for ************* if they can not file and process claims in a timely matter? I feel like I was paid for a service that I am not receiving. Every time I call the customer service line, I get the I see the final documents, but can not read them or process them. I will make sure I warn people about this horrible company, starting with my dealership. This is NOT OKAY!!!

  Customer Answer

  Date: 12/11/2024

  I have attached documents in relation to my claim.  Please see date of loss.  The delay in my claim was because USAA delayed the process of sending the check to my lender.  I was not at fault for this accident.  Please let me know if you need additional information.  Also information on the login portal states paperwork takes 2 to days to process.  I sent my payment history on 12/5 and still have not received confirmation it has been processed.  Again, I am being financially penalized for an accident that was not my fault and I paid for a service to help me in this situation and instead I am out money during the holidays.    

  Business Response

  Date: 12/26/2024

  Please see the attached response.

  December 26, 2024 ATTN:     BBB of *********************************************************************************** Re: Customer Name: ******* ****** ******** Complaint ID:    ******** Claim Number:    ********* Dear ****** ******:Advanced Protection Products International, Inc. (We, Us, Our, or APPI) is in receipt of the complaint made by ******* ****** ******** (the Customer) regarding a benefit request made under their Guaranteed Asset Protection (GAP) Addendum (hereinafter Addendum), which was purchased from ***************** ****** (the Seller). The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance Agreement with ***************************** (the **************** as a successor in interest.The Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party to either agreement.After a complete and thorough review of APPIs records, we find that the Total Loss occurring on October *******, was not reported to us until on or about November 14, 2024. The insurance company issued its settlement on November 19, 2024, and submitted documents to us on November 25, 2024. The Customer submitted additional documents between December 5, 2024, and December 9, 2024. On December 12, 2024,we determined that all documentation was received, and we submitted the benefit request for escalated review. On December 12, 2024, a benefit was authorized in the amount of $********. This amount was calculated per the terms of the Addendum, and a complete breakdown of the waiver benefit is as follows:Payoff Balance as of Date of Loss $ ********* The principal balance on September 22, 2024,the last payment date, plus $85.45 for 19 days of interest. This is the Outstanding Balance, as defined by the ******************************* Carrier Settlement -$ ********* ********************* Carrier Settlement,which represents the Actual Cash Value as defined by the ************** GAP Waiver $ ******** The benefit calculation according to the terms of the Addendum.   As stated above, a waiver benefit of $******** was authorized. We will advise the *************** to waive the authorized amount. Pursuant to the finance agreement, the customer is responsible for any remaining account balance after the waiver is applied.Thank you for the opportunity to explain APPIs position in this matter. If there are any questions, the Customer may email me directly.Sincerely,******** **** ******** **** Legal Compliance Consumer Relations

  Customer Answer

  Date: 12/29/2024

  
  
  Better Business Bureau:
  
  Although, I do not agree with the timeline and information stated, I accept the business's response to resolve this complaint.  I have learned a lot from this experience and will make sure I research ************* carriers moving forward.  As of today, December 29th, my lender has not received the check and it looks like his matter will not be complete in 2024.  Hopefully, it will by the end of January 2025.    
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:10/16/2024

  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.

  I purchased gap insurance with this company via my *** dealership last November and when I had a total loss on July 31st, 2024 on my car, I started to try to contact this company repeatedly. I either am on hold for hours(which usually means I have to hang up since I work) or have been hung up on while their call waiting tells me they “have unusually long wait times” I’ve been given no information on how to track a claim. I have no way of knowing if they’ve received my paperwork to be processed. I also can’t create an online login, their website jerks you around the same way their call center works. You try to create a login in and it loops you through the same pages saying you have already have a login….this company actively avoids customer service so it doesn’t have to fulfill their contracts. I would advise others to not buy a contract with this company.

  Business Response

  Date: 10/25/2024

  Please see the attached response.

   

  Re: Customer Name: ****** ********
  Complaint ID:    ********
  Claim Number:    *********
  Dear ****** ******:
  Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) is in receipt of the complaint
  made by ****** ******** (the “Customer”) regarding a benefit request made under their Guaranteed Asset
  Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Car Pros *** Glendale (the
  “Seller”). The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to
  waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as
  of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of
  the Finance Agreement with Any (the “Finance Company”) as a successor in interest. The Addendum is not an
  insurance or warranty. We serve only as the Administrator and are not a party to either agreement.
  After a complete and thorough review of APPI’s records, we find that the Total Loss occurring on July 31, 2024,
  was not reported to our office until October 9, 2024, by the Finance Company. We have received some
  documents, but can confirm that the following documents are still needed:
  ? a Police Report
  ? a Truth in Lending letter from the Finance Company that confirms the loan terms. This is necessary
  because the Retail Installment Sale Contract (also called “RISC” or “Finance Agreement”) sets out a
  different monthly payment amount than is shown on the Payment History.
  Once we receive the above documents, we will review the file and confirm with the Customer whether
  the documentation is complete. When contacting us, we ask that the Customer please confirm that they use the
  following contacts:
  ? GAP Claims Phone Number: ###-###-####
  ? GAP Claims Email Address: GAPClaims************   
  ? Online Portal: www.appionline.com/PAnet/Account/UXLogin
  When contacting us, we ask that the customer please refer to the claim number: *********.
  Finally, we have the following email address for the Customer. If this is incorrect, we ask that they please
  contact us to update their email address: [email protected].   
  I thank you for the opportunity to explain APPI’s position in this matter.    If there are any questions, the
  Customer may contact me directly.
  Sincerely,
  ******** ****
  ******** ****
  Legal Compliance
  Consumer Relations
  Email: ********.****************

• Initial Complaint

  Date:09/21/2024

  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 purchased this Gap warranty with the purchase of my vehicle in 2021. In May of 2024 my vehicle was totaled and I contacted my insurance, car warranty and gap to start their respective paperwork processes. APPI still has yet to pay their portion of whats left even though their website said it only takes a couple of days to process. Its been over 60 days since theyve had all of my paperwork. I reach out to them 2-3 times a week and all I hear is your case isnt processed yet and we have no update for you. Insurance and car warranty has completed their obligations in July. Yet Im still being charged for a car payment that was totaled in May because gap is prolonging the process. This process that they are doing isnt fair and not what their company portray the process will be while selling their warranty. The only remedy Im asking for is for them to process my claim so I can move forward and purchase another vehicle.

  Business Response

  Date: 10/10/2024

  October 09, 2024
  ATTN: ****** ******
  BBB of ************
  ****************
  ******************-1005
  Re: Customer Name: ****** ********
  Complaint ID:    ********
  Claim Number:    2406-1289
  Dear ****** ******:
  Advanced Protection Products International, Inc. (We, Us, Our, or APPI) is in receipt of the complaint
  made by ****** ******** (the Customer) regarding a benefit request made under their Guaranteed Asset
  Protection (GAP) Addendum (hereinafter Addendum), which was purchased from Carfinity (the Seller).
  The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the
  difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date
  of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance
  Agreement with Navy ******************** (the **************** as a successor in interest. The Addendum is
  not an insurance or warranty. We serve only as the Administrator and are not a party to either agreement.
  After a complete and thorough review of APPIs records, we find that the Total Loss occurring on May 30, 2024,
  was reported to us on or about June 6, 2024. Between June 6, 2024, and August 1, 2024, documents were
  submitted to us. Once documentation was received, we placed the benefit request under review to be
  processed in the order received. However, when we reviewed the documents, we determined a discrepancy
  between the date of execution of the Addendum, and the Retail Installment Sale Contract (****). Per the
  terms of the Addendum, the Addendum and the **** must be executed on the same date. In this case, it
  appeared that the Addendum was executed on February 7, 2022, and the **** appeared to be executed on
  February 10, 2022. Because of the discrepancy, we requested a copy of the Buyers Order, which was received
  on September 30, 2024.
  The Buyers Order demonstrated that the Vehicle was indeed purchased on February 7, 2022, with the Finance
  Company listed. This confirmed that the Customer did not refinance, and the Addendum was still in effect.
  Therefore, we completed our review and authorized a waiver benefit of $6,706.12. This amount was calculated
  per the terms of the Addendum, and a complete breakdown of the waiver benefit is as follows:
  Payoff Balance as of Date of
  Loss $ 23,876.58
  The principal balance on May 27, 2024, the last payment
  date, plus $14.89 for 3 days of interest. This represents
  the Outstanding Balance, as defined by the Addendum.
  LESS *****************
  Carrier Settlement -$ 17,170.46
  The ***************** Carrier Settlement, which
  represents the Actual Cash Value as defined by the
  addendum.
  Total GAP Waiver $ 6,706.12
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $6,706.12. We will advise the *************** to waive
  the authorized amount. Any remaining account balance after the waiver is applied is the Customer's
  responsibility, pursuant to the Finance Agreement.
  I thank you for the opportunity to explain APPIs position in this matter.    If there are any questions, the
  Customer may contact me directly.

• Initial Complaint

  Date:08/19/2024

  Type:Sales and Advertising 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 10/5/22 I purchased GAP protection for my vehicle for 995 dollars. When my car was a total loss I reached out to the company and was given very little I formation or help on how to proceed with my claim. After all the insurance documents were made available to me and they paid my lender, my lender went ahead and submitted all the info on the companies online portal. I had received no email or communication from the company and it wasn’t until 8/1 that my lender informed me I needed to sign one document. A GAP reporting form. I promptly went online and filled it out and was told I had missed the deadline and my claim was already denied. I believe this form is arbitrary and designed by the company to be forgotten about or missed so that they can deny claims. I reached out to the company and they were not helpful in resolving my didpute and promptly denied my appeal. Their online portal is also hard to use and I believe this is also intentionally done to make it difficult for customers and ultimately make it do they don’t have to pay claims.

  Business Response

  Date: 09/03/2024

  Please see the attached response.

  September 3, 2024
  ATTN: ****** ******
  BBB of Central Ohio
  **** ****** ****
  Columbus, OH 43215
  Re: Customer Name: ******* ********
  Complaint ID:    ********
  Claim Number:    *********
  Dear ****** ******:
  Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) received the complaint made by
  ******* ******** (the “Customer”) regarding a benefit request made under their Guaranteed Asset Protection
  (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Concord Mazda (the “Seller”). The
  Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the
  difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date
  of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance
  Agreement with Ally Financial (the “Finance Company”) as a successor in interest. The Addendum is not an
  insurance or warranty. We serve only as the Administrator and are not a party to either agreement.
  After a complete and thorough review of APPI’s records, we find that the Total Loss occurring on March 28,
  2024, was not reported to us until on or about May 6, 2024. Documents were submitted on or around May 13,
  2024. However, not all required documents were received by the submission deadline. Per the Addendum's
  terms, the customer has 90 days from when the primary insurance carrier paid a settlement benefit. In this case,
  the insurer’s settlement check was dated April 22, 2024. This means the Customer had 90 days, until July 21,
  2024, to submit all required documentation. Our records indicate that our office did not receive a GAP Reporting
  Form until on or about August 1, 2024.
  Per our records, a GAP Reporting Form was mailed to the Customer’s address on file on or about May 6, 2024,
  when the Total Loss was reported, because we did not have an email address. An email address was provided
  when documents were submitted through our customer portal. Subsequent follow-up letters, sent around June
  6, 2024, and July 1, 2024, were communicated through that email address. In reviewing the benefit request, we
  have determined that the email address provided was not the Customer’s but that of a third-party servicer that
  the Finance Company utilizes. This means that the follow-up communications did not go to the Customer.
  While we understand that the Finance Company’s servicer provided most of the required documents, the
  Addendum clearly states that it is the Customer’s responsibility to ensure that all documents are submitted
  within the deadline. Please see SECTION 6 – BENEFIT REQUEST PROCEDURE, partially restated as follows:
  In the event that Total Loss involves settlement by the Primary Insurance Carrier, then You must
  submit the following documents to the Administrator within ninety (90) days of the Date of
  Settlement. Documents must be complete, unaltered and legible to be eligible for the
  processing of the benefit request.
  In this case, the Lender assisted the Customer in the initial document submission, which interfered with our
  standard notification processes. We can only assume, therefore, that the Customer was unaware of the missing
  GAP Reporting Form, which the Customer is required to obtain from us, until after the submission deadline.   
  In this case, we maintain that a denial of the waiver benefit is proper under the terms of the Addendum.
  However, in the interest of customer satisfaction, we have reviewed the documents submitted and authorized a
  waiver benefit of $3,756.43. We will advise the Finance Company to waive the authorized amount. Pursuant to
  the finance agreement, the customer is responsible for any remaining account balance after the waiver is
  applied.
  Thank you for the opportunity to explain APPI’s position on this matter. If there are any questions, the Customer
  may contact me directly.
  Sincerely,
  ******** ****
  ******** ****
  Legal Compliance
  Consumer Relations
  Email: *************************

  Customer Answer

  Date: 09/05/2024

  Better Business Bureau:
  
  
  
  I accept the business's response to resolve this complaint. Thank you so much for all your help!
  
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:08/07/2024

  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 was in an accident in 12/2023, filled all the necessary claim paperwork on time. They have mailed me something I needed to sign but unfortunately it was sent to the wrong address and as soon as I got the paperwork I submitted it right away, explained all this to customer service and since then they kept on telling me my gap insurance claim is under review and to keep on calling every week to put pressure on their review department. My credit score has been affected since then up until now, they give me the run around that my claim is still under review.

  Customer Answer

  Date: 08/13/2024

  ***************************** <********************************************;
  Attachments
  Aug 9, 2024, 1:54 PM (4 days ago)
  to disputeresolution
  
  
  
  
  
  This was the form that was mailed to me but delivered to the wrong address. There was no other communication from appi that this was the only form missing for my claim. I had called and explained this to them that my neighbor walked this form to my house and was delivered at ********************************************************************** while my address was ****************************************************************************. They then told me that they will make a not of this and push everything for review and it just stayed there everytime I call, it was the same answer. They even wanted me to call everyday so it will put push pressure on their review team
  
  As soon as I got this form, i sent this phot in the email where I could send it and signed up on their website and upload the file there which was april 30th.
  
  
  And this is what I see on my end when I view my claim online.
  
  Appreciate all the help I could get. Thank you.
  
  Best regards,
  *****************************

  Business Response

  Date: 08/16/2024

  Please see the attached response.

   

  August 16, 2024
  ATTN: ************************;  
  BBB of ************
  ****************
  ******************
  Re: Customer Name: *****************************
  Complaint ID:    ********
  Claim Number:    2401-5988
  Dear *************************:
  Advanced Protection Products International, Inc. (We, Us, Our, or APPI) is in receipt of the complaint
  made by ***************************** (the Customer) regarding a benefit request made under their Guaranteed Asset
  Protection (GAP) Addendum (hereinafter Addendum), which was purchased from ********************** (the
  Seller). The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to
  waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as
  of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of
  the Finance Agreement with *********** Auto Finance (Ca) (the **************** as a successor in interest.
  The Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party to either
  agreement.
  After a complete and thorough review of APPIs records, we find that the Total Loss occurring on December 19,
  2023, was not reported to us until on or about January 28, 2024. At that time, we mailed a Reporting Form, a
  document required to be completed by the Customer and submitted, to the address on file. The Addendum
  requires that all required documents be submitted within 90 days of the date that the primary insurer paid a
  settlement. In this case, the settlement date was January 4, 2024, making the deadline April 3, 2024. Between
  January 28, 2024, and the deadline, we received all required documents except for the Reporting Form.
  On April 30, 2024, the Customer notified us that they had just received the Reporting Form from a neighbor who
  had received the mail in error. They completed an online version of the form on the same date. In reviewing the
  details, we have determined that the Customer showed a willingness to remedy the error as soon as possible by
  completing the Reporting Form immediately upon discovering it wasnt complete. While the ***************
  would be within its right to decline the waiver benefit because of the missed deadline, a waiver benefit will
  instead be authorized for $********. This amount was calculated per the terms of the Addendum, and a
  complete breakdown of the waiver benefit is as follows:
  Payoff Balance as of Date of
  Loss $ 27,468.67
  The principal balance, calculated as though all payments were
  made on time and in full per the terms of the ********************************** Contract  -$ 1,177.67
  Funds recovered by the Customer from the cancellation of a
  Service Contract.
  Outstanding Balance $ ********* The Outstanding Balance, as defined by the Addendum.
  LESS *****************
  Carrier Settlement -$ 21,004.14
  The ***************** Carrier Settlement, which represents the
  Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ ******** The benefit calculation according to the terms of the Addendum.   
  As stated above, a waiver benefit was authorized for $********. We will advise the *************** to waive
  the authorized amount. Any remaining account balance after the waiver is applied is the Customer's
  responsibility, pursuant to the Finance Agreement.
  I thank you for the opportunity to explain APPIs position in this matter. If there are any questions, the Customer
  may contact me directly.
  Sincerely,
  *************************
  *************************
  Legal Compliance
  Consumer Relations
  Email: *******************************************************