Business Profile

GAP Insurance

Advanced Protection Products International, Inc.

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Complaints

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

Customer Complaints Summary

67 total complaints in the last 3 years.
15 complaints closed in the last 12 months.

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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:08/06/2024
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.
On 12/11/2023, my son drove off the road into a canal in a remote area. It was in the middle of the night and he left the scene due to being wet and very cold. My son returned to the scene in the morning and talked to the officer at the scene. The original police report does not have a driver listed, only me and my son as co-owners of the vehicle. Insurance paid a portion of the remaining balance on the vehicle and we have been waiting since January for APPI to pay the final amount of approximately $2995. Their issue is that no driver is listed on the police report and they continue to tell me that "underwriting" is reviewing the claim or doing some investigation. This has been going on for months and nothing is getting done by anyone. I cannot get past a first-line supervisor and even they are notoriously horrible at returning calls if I leave a message. I have been told "underwriting" does not take calls and that they will not call me to discuss this claim. The police agency (California Highway Patrol) will not modify their report, but I do not think APPI needs that information included on the original report if ************* was in place at the time of the accident. As long as the vehicle was not stolen, the driver at the time should not impact the claim. We are now behind on payments and our credit has been negatively affected.
Business Response
Date: 08/16/2024
Please see the attached response.
August 16, 2024
ATTN: *************************
BBB of ************
************************************************************************
Re: Customer Name: ***********************
Complaint ID: ********
Claim Number: 2401-2519
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 High Class Auto Sales (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 ***************** In Folsom 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 13,
2023, was reported to us on or around January 11, 2024. All documents appeared to be received by April 30,
2024, and the benefit request was placed under review to be processed in the order that complete
documentation was received. However, on review, we determined that the police report provided, a required
document, was incomplete in that it did not include information regarding the driver of the vehicle. As such, we
placed our review on hold for the Customer to provide a police report with the driver information.
We understand that the Customer believes the driver information is irrelevant to the benefit request. However,
the driver information is important because it reveals relevant details like whether the drivers license is valid,
whether the driver is excluded under the insurance policy, whether the driver was cited for a driving infraction,
etc., any of which could result in an excluded Total Loss scenario under the terms of the Addendum. To be clear,
we are not claiming whether we believe such an exclusion may apply in this case; instead, we cannot make any
such determination without the driver information.
In this case, we have documented attempts to confirm such driver information but were unsuccessful.
Therefore, because the requested information could not be obtained, we determined, on August 7, 2024, to
proceed with the benefit review. We completed that review and have authorized a waiver benefit 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 $ ********* The principal balance, calculated as though the vehicle was
Loss financed at 150% of the value on the date of purchase, and if all
payments were made on time and in full according to the ************************************* Contract -$ 527.01
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 -$ 8,849.06
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. As noted above, the Outstanding Balance was reduced by the financed amount of the
vehicle being greater than 150% of the vehicle value on the date of purchase (the Loan-to-Value Ratio or
***). The Addendum only covers up to 150% of the *** on the date of purchase. No coverage is available for
the portion above 150%. This limit is an explicitly stated term in the Addendum. Please see PAGE 1, ITEM 4, as
well as SECTION 2 LIMITATIONS, ITEM 1 of the Addendum, restated as follows:
I hereby acknowledge that:
4. No coverage is provided for that portion of any deficiency resulting from the original
amount financed exceeding 150% of the Vehicles Manufacturer Suggested Retail Price
(MSRP) for new vehicles or 150% of the Vehicles National Automobile Dealers Association
Official Used Car Guide (N.A.D.A. Guide) retail value for used vehicles on the Vehicle purchase
date.
SECTION 2 - LIMITATIONS
1. No coverage is provided for that portion of any deficiency resulting from the original
amount financed exceeding 150% of the Vehicles Manufacturer Suggested Retail Price
(MSRP) for new vehicles or 150% of the Vehicles National Automobile Dealers Association
Official Used Car Guide (N.A.D.A. Guide) retail value for used vehicles on the Vehicle purchase
date.
In this case, we determined the vehicle's value, using the JD Power Guide (please note that N.A.D.A. has merged
with and into **************), to be $10,400.00 on the Date of Purchase. Therefore, the financed amount of
$16,416.57 is *****% of the vehicle's value. However, the Addendum covers only 150% of the ***, or
$15,600.00. Therefore, any current account balance resulting from the $816.57 of non-covered financing is
deducted from the Outstanding Balance, as defined by the Addendum. Additionally, the Outstanding Balance
may be reduced from additional amounts, such as past due amounts, late charges, and Delinquent Payments
being added to the account. Please see the Outstanding Balance definition in SECTION 1 DEFINITIONS of the
Addendum, restated as follows:
Outstanding Balance - The amount in U.S. currency required to satisfy the Finance Agreement
payoff as of the Date of Loss. The Outstanding Balance shall be determined based only on the
amount You originally borrowed to purchase the Vehicle. Amounts added subsequent to the
purchase of the Vehicle including but not limited to collateral protection insurance, unearned
finance charges, rental expenses, taxes, Delinquent Payments, past due amounts, late charges,
extensions of maturity, salvage, repossession expense, towing and storage are not included. The
Outstanding Balance shall be reduced by any proceeds that can be recovered from the
cancelling of any items, such as a service contract, credit insurance, or other similar items that
were included in the Finance Agreement. In the absence of ***************** Carrier coverage,
the Outstanding Balance shall be reduced by any costs incurred in obtaining an estimate for
repair of the Vehicle. The Outstanding Balance, at the Date of Loss, shall be determined by the
lower of (1) the Finance Agreement original payment schedule or (2) the Equal Monthly
Installment Method. If additional collateral is secured under the Finance Agreement, the
described Vehicle shall bear a proportionate share of the total Outstanding Balance (in
proportion to the amortized amount You originally borrowed directly related to Your purchase
of the Vehicle).
As stated above, the Outstanding Balance used in our benefit calculations reflects reductions for any financed
amount not covered or amounts added after the amount initially borrowed per the terms of the Addendum. Any
remaining account balance after the waiver is applied is the Customer's responsibility, pursuant to the Finance
Agreement.
Thank you for the opportunity to explain APPIs position on this matter. If there are any questions, the
Customer may contact me directly.
Sincerely,
*************************
*************************
Legal Compliance
Consumer Relations
Customer Answer
Date: 08/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

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

Regards,

*********************
Initial Complaint
Date:07/16/2024
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.
In April 2024 my vehicle a Kia ****** was claimed as a total lost by the insurance company Liberty Mutual. Liberty Mutual forwarded a check to ******************* totaling $17K on 4/15. Around 4/20th I contacted Kia ******* to find out what has to happen next; they informed me that I needed to reach out to the *** claims agency. I reached out and was informed that they would send me a link to upload documents. I received the link and then started to upload the documents. They informed me that I had 90 days from the date of the check to complete the claim.Call number 1: I don't understand how I get some of the information - operator you have to go into the dealer ship to get the information; received information from dealership after a former complaint to the BBB Call number 4; I have uploaded all of the information anything else - no give us 3 days and we will process what you have uploaded Call number 7: we are still missing your full police report, I asked how am I supposed to know when documents are still missing, the operator "you have to call as you are doing now"Call number 8: we have not processed it yet so give us a call back in 7 days (around June 24)Call number 9: July 3: we are still processing all of your materials Call number 10: July 9 it looks like we have all of your materials Email July 12: we have your full police report and waiting on the ************************ tax refund from ** Call 7/16: you have to call the dealer to get the ************************ tax refund and we don't know if they will extend the 90 days pass 7/15...
Business Response
Date: 07/26/2024
Please see the attached response.
Business Response
Date: 07/29/2024
July 24, 2024
ATTN: Trezon *****
BBB of ************
****************
********************
Re: Customer Name: ********************* and ***************************
Complaint ID: ********
Claim Number: 2404-5987
Dear Trezon *****:
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 ********************* and *************************** (together, the
Customer) from Car *************** (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 ********* Finance (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 APPIs records, we find that the Total Loss occurring on March 4, 2024,
was not reported to Our office until on or about April 25, 2024. Between April 26, 2024, and July 12, 2024,
documents were submitted to us piecemeal. Please note that submitting the required documents piecemeal can
delay the processing time compared to submitting all the required documents in a complete and single
submission fashion. In this case, we reviewed the benefit request once all documents were received and
authorized a waiver benefit 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 $ 18,356.71
The principal balance, calculated as though all payments had been
made on time and in full, per the terms of the ********************************** Contract -$ 97.67
Funds recovered by the Customer from the cancellation of a Service
Contract, which are not covered by the terms of the Addendum.
LESS Tire/Road Hazard
Contract -$ 226.59
Funds recovered by the Customer from the cancellation of a Tire/Road
Hazard Contract, which are not covered by the terms of the Addendum.
LESS Key Contract -$ 170.62
Funds recovered by the Customer from the cancellation of a Key
Contract, which are not covered by the terms of the Addendum.
Outstanding Balance $ ********* The Outstanding Balance, as defined by the Addendum
LESS *****************
Carrier Settlement -$ 17,259.29
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 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.
Finally, the Customer references a ************************ tax refund in their complaint. We believe the
Customer refers to a state sales tax applied when purchasing a Service Contract. Our understanding of the
regulations is that a refund of such a sales tax is required when a refund of a Service Contract is given. In this
case, the customer provided cancellation quotes for the Service Contract, Tire/Road Hazard Contract, and Key
Contract, but those quotes did not itemize a state sales tax refund. However, not having the sales tax refund
detailed does not prevent Us from completing a benefit review, which we have completed as detailed above.
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
Initial Complaint
Date:07/15/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,My name is ********, and I am reaching out in regard to my total loss of a vehicle, not having the loan fully covered by the ************** per agreement upon loss. I have provided a breakdown of the cost including the amount due prior to the crash, the insurance payout, what part was covered by GAP, and also the amount still remaining that I think APPI should finish paying out for. You there are any questions to follow up with, I am happy to speak to someone personally, as well as provide additional loan and communications information, i.e.: bank statements, emails, etc.Thank you,***************************** **************. ******************* ***************************** Claim # GAP Benefit Request ********* ************************************* ************** ********************** Geico ************** **********************Advanced Protection Products International, Inc. ************* Total Left on Loan When Crashed- $21,229.27 *************** Payout- $14,061.74 ************* Payout- $4,764.35 Remaining Balance prior to me making personal payments- $2,403.18 Payments Personally Made by Me Towards Car Payment- $766.68 (2x payments of $383.34)Remaining Unpaid Balance on Account- $1,936.94 ******************** did not, but should have covered- $2,403.18
Business Response
Date: 07/25/2024
Please see the attached response.
Business Response
Date: 07/26/2024
July 25, 2024
BBB of ************
****************
********************
Re: Customer Name: *****************************
Complaint ID: ********
Claim Number: 2404-2139
Dear Trezon *****:
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 ******************* ****** (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.
Please note that the Addendum is neither insurance nor a warranty. APPI serves only as the Administrator and is
not a party to either agreement. As the Administrator, we are responsible for collecting documentation related
to the waiver benefit request, reviewing the documentation, and calculating a potential waiver benefit. As a
member of our ***************** I have been asked to respond to the Customers complaint.
After a complete and thorough review of APPIs records, we find that the Total Loss occurring on March 12,
2024, was reported to Us on or around April 10, 2024. Documents were submitted to Us on or around April 13,
2024. We confirmed all documents were received on or about April 26, 2024, and submitted the benefit request
for review to be processed in the order complete documents were received. Our records indicate that a waiver
benefit of $4,764.35 was authorized on or around June 5, 2024. We advised the *************** to waive the
authorized amount, which was acknowledged on or around June 21, 2024.
In light of the complaint, we have reviewed our waiver benefit calculation and determined that a calculation
error results in a supplemental waiver of $********. The miscalculation was due to a typographical error in the
carriers settlement, typed as $15,061.74 rather than $14,061.74. Once corrected, the total waiver balance
available to the Customer is $********. 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 $ 21,306.09
The principal balance on February 12, 2024, the last payment date,
plus $96.82 for 29 days of interest. This is the Outstanding Balance,
as defined by the Addendum.
LESS *****************
Carrier Settlement -$ 14,061.74
The ***************** Carrier Settlement, which represents the
Actual Cash Value as defined by the addendum.
LESS Excess Deductible -$ 1,500.00
This amount represents the portion of the Customers insurance
deductible exceeding the $1,000 deductible the Addendum covers.
Total GAP Waiver $ ******** The benefit calculation according to the terms of the Addendum.
LESS Initial Waiver Benefit -$ 4,764.35
The portion of the benefit already waived, as acknowledged by the
*************** on or about June 21, 2024.
Supplemental Waiver Benefit -$ ******** The supplemental waiver benefit.
As stated above, a supplemental waiver benefit was authorized for $********. This supplemental benefit is
authorized to correct a typographical error in Our initial benefit calculation. We will advise the ***************
to waive the authorized supplemental amount. Please allow time for the *************** to apply the
supplemental waiver benefit to the Customers account.
Finally, we want to acknowledge that the Customer feels the amount to be waived should include the total
$2,403.18 stated in their complaint. While a portion of the amount is available in the supplemental benefit
detailed above, the remaining portion is likely due to the excess deductible. The Customers insurance
deductible was $2,500.00, as demonstrated by the Estimate of Record prepared by the insurer and provided
to Us by the Customer. However, the Addendum only covers the deductible up to $********. The Customer
acknowledged this at the time of purchase through their signature. The relevant Addendum language is restated
as follows:
I hereby acknowledge that:
5. This GAP Addendum does not apply to any ***************** Carriers deductible over
one thousand dollars ($********) nor to any amounts not specifically covered under the terms
and conditions of this GAP Addendum.
As a result, We deducted $1,500.00, which represents the remainder of the deductible exceeding the covered
$******** portion of the deductible. Any remaining account balance after applying the waiver remains the
Customer's responsibility under the Finance Agreement.
Thank you for the opportunity to explain APPIs position in this matter. If the Customer has any questions, they
may email me directly.
Sincerely,
*************************
*************************
Legal Compliance
Consumer Relations
Email: *******************************************
Customer Answer
Date: 08/02/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21991474

I am rejecting this response because:
BBC Dispute July 26,2024
To Whom it May Concern,
I, *****************************, do not accept this offer from Advanced Protection Products International, Inc.
While waiting for my claim to process, which took about 4 months, I called this company many, many times, to check on my claim to make sure they did not need additional information from me. and to continue to try to gain as much information and knowledge about the process and what the expected outcome may be. Never in any of those phone calls was it mentioned that there would be a specific, or any, amount deducted from the payment towards my car. It wasnt until I called again to see why it was not covered in full, that only then did anyone mention additional deductibles to be taken out.
When I asked someone to help me breakdown the remaining amount, I was unable to understand anything they were trying to say as it did not make sense, or add up. I asked to speak to directly with someone else, as the woman who at the time was trying to explain it, could not in a way that I was able to understand. When I asked to speak to someone else who may be able to explain it differently, in a way I might understand better, she said that she was the supervisor and thats she is the best that there was. Therefore,she refused to transfer me, causing a dead end on something I needed more understanding of.
The only time someone gave me any sort of explanation about where the remaining amount of money owed is coming from, the ************* stated that is was because of missed payments on my loan. However, I checked with my bank directly, in person, and they checked my history and stated that that was not true or possible as my car payment was always on time. I would be happy to provide my bank statements as well as their phone number so that can be double checked.
I would highly recommend asking to pull the phone call conversations, in hopes they are recorded.

I have also reviewed my full paperwork many times over, that I signed with the dealership when I purchased the car and the *** insurance.The paperwork was all stapled together for me, and no matter how many times I go through the packet, I see nothing of the sorts mentioning a Less Excess Deductible. Im half wondering if the
Can you please provide proof of me signing that end of the paperwork, as I do not have that part in my agreement?

Furthermore, I called Geico directly to gain an understanding of that
$2,500 deductible with Geico car insurance.
$1,500 deductible with APPI, *** insurance
Then thats a total of a $4,000 deductible on my car? How does that make sense?
As stated in the APPI dispute- LESS Excess Deductible -$ ******** This amount represents the portion of the ******************* deductible exceeding the $1,000 deductible the Addendum covers.
However, I tried to call Geico to see what that means, and they also say they have no idea, nor have they heard of that before. They had no understanding, and again, I am left with this blank on this question, why do I owe that remaining amount and where is it coming from? I feel like it is just something they threw in to take advantage of customers.
My dealership never made mention of *** insurance claiming a secondary deductible, in order to pay out. I have reached out to them as well,to get their copy of our agreements, as well as more detail on their business with the APPI.
I called ****** directly and spoke with **** from the dealership, I asked him for a copy of the contract and if he could please go over the details for *** regarding the LESS Excess Deductible. **** said he had never heard of it before- the Less Excess Deductible, nor has dealt with a case of the such even though he is used to with working with APPI. I spoke with him at ****** of *******************, phone number **************.
After a few days of waiting, **** got back to me and told me he is still trying to find out more information for me because he, and the person he previously reached out to, are in agreement with me, that they also have never heard of this Less Excess Deductible, nor has other people called in regarding it in their contracts. **** said he will still do some digging. That was on July 30th, of this week.
However, I would like to submit my appeal before the 7-day period, to halt this process from closing and make sure that it continues to get resolved.
Thank you for your time and consideration,
Sheridan Sutton
************

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: 2404-2139
Dear *************************:
Advanced Protection Products International, Inc. (We, Us, Our, or APPI) received the rejection made by
***************************** (the Customer) regarding a benefit request made under their Guaranteed Asset Protection
(***) Addendum (hereinafter Addendum), which was purchased from ******************* ****** (the Seller), with
ENT ************ (the **************** as a successor in interest. Again, we want to stress that the
Addendum is not insurance. It is Guaranteed Automobile Protection as regulated by the State of Colorado,
which attaches to and forms a part of the Finance Agreement.
The customers rejection largely concerns a misunderstanding of the deduction for the excess deductible. To
clarify, by excess deductible, we refer to a portion of the insurance deductible above the $1,000.00 covered by
the Addendum. In this case, the excess deductible is $1,500.00, because the ******************* deductible is
$2,500.00. To put it another way, the insurance deducted $2,500.00 from the determined value of the vehicle,
agreed upon in the insurance policy, leaving the customer responsible for $2,500.00 of the vehicle value. The
Addendum, per its terms, covers up to $1,000.00 of that deductible, which in this case leaves the Customer
responsible for $1,500.00 of the vehicle value. That responsibility is illustrated by the excess deductible
deduction in our benefit calculation. The Customer is incorrect that the $1,500.00 deduction is an additional
deductible; rather, it is the portion of the insurance deductible not covered by the insurer or the Addendum,
and which the Customer is responsible for.
The deductible coverage is explained in the terms of the Addendum, including on the first page of the
Addendum, above the Customers signature. Please see PAGE 1, ITEM 5. Please also see SECTION 2 TERMS
AND CONDITIONS, ITEM 1 of the Addendum, both of which are restated as follows:
I hereby acknowledge that:
5. This *** Addendum does not apply to any ***************** Carriers deductible over
one thousand dollars ($1,000.00) nor to any amounts not specifically covered under the terms
and conditions of this *** Addendum.
SECTION 2 TERMS AND CONDITIONS
You and the Dealer agree to amend the provisions of the Finance Agreement as follows: If the
Vehicle is deemed a Total Loss, then the Dealer agrees to waive the *** Amount up to fifty
thousand dollars ($50,000.00), subject to the terms and conditions of this *** Addendum. In
addition, the Dealer will waive up to one thousand dollars ($1,000.00) towards the Primary
Insurance Carriers deductible.
Based on the above, the Customer knew or should have known that the Addendum only covers up to $1,000.00
of any insurance deductible. Any insurance deductible above $1,000.00 is not covered by the Addendum and is
the Customers responsibility. Again, the Customers $2500.00 insurance deductible, minus $1,000.00 deductible
coverage under the Addendum, equals $1,500.00 of excess deductible for which the Customer is responsible.
The Customer also complained about phone calls in which our customer service representatives did not mention
any amounts that would be deducted from the benefit. APPI affirmatively states that our customer service
representatives do not interpret or review submitted documents and do not make decisions regarding the
waiver benefit request. Our *** Customer Service representatives would have no way of knowing whether a
deduction is appropriate until our *************************** reviews the benefit request and makes a benefit
decision. However, we apologize for any perceived frustration on the Customers part when the benefit request
was discussed.
Finally, we want to confirm that the *************** acknowledged the supplemental benefit of $1,000.00 on
July 25, 2024. Our understanding is that the waiver should already be applied to the account. As discussed
above, any balance remaining is the Customers responsibility.
Thank you for the opportunity to explain APPIs position in this matter. At this time, we believe we have fully
addressed the Customers complaint and consider this matter closed.
Sincerely,
*************************
*************************
Legal Compliance
Consumer Relations
Email: *******************************************************
Initial Complaint
Date:06/18/2024
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.
Purchased a 2010 Volvo XC 90 and was sold a GAP coverage policy through this company. Last November we hit a deer on the way to work. The car was a total loss. The insurance company paid out a little over what *** rated the value of the car at. It's been 8 weeks since we submitted the final document to this place and the keep telling us "it's in review" originally they told us 20 business days. Now we keep getting told it's 40 business days. We cannot replace the car until this is paid off we've been borrowing a family members car since November! This should have been closed a month ago.
Business Response
Date: 06/27/2024
Please see the attached response.
Business Response
Date: 07/08/2024
June 27, 2024
ATTN: ****** *****
BBB of Central Ohio
**** ****** ****
Columbus, OH *****
Re: Customer Name: Kathrine Weston
Complaint ID: ********
Claim Number: *********
Dear ****** *****:
Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) received the complaint made by
Kathrine Weston (the “Customer”) regarding a benefit request made under their Guaranteed Asset Protection
(“GAP”) Addendum (hereinafter “Addendum”), which was purchased from PDX Motors, LLC (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 “Finance Company”) as a successor in interest. The
Addendum is neither insurance nor a 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 November 21,
2023, was not reported to us until on or about February 23, 2024. Between February 25, 2024, and April 17,
2024, documents were submitted to us in a piecemeal fashion. Once all documents were received, we placed
the benefit request under review to be processed in the order complete documents were received. On June 13,
2024, we completed our review and authorized a waiver benefit of $2,051.28. 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 $ 9,675.03
The principal balance on the Date of Loss,
calculated based on the maximum 150%
loan-to-value ratio covered by the terms of the
Addendum. This is the Outstanding Balance as
defined by the Addendum.
LESS Primary Insurance
Carrier Settlement -$ 7,623.75
The Primary Insurance Carrier Settlement,
which represents the Actual Cash Value as
defined by the addendum.
Total GAP Waiver $ 2,051.28
The benefit calculation according to the terms
of the Addendum.
As stated above, a waiver benefit of $2,051.28 was authorized. We advised the Finance Company to waive the
authorized amount, which our records indicate they acknowledged on or about June 25, 2024. Pursuant to the
Finance Agreement, any remaining account balance after the waiver is applied is the Customer's responsibility.
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: *************************
Initial Complaint
Date:06/13/2024
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 had purchased GAP insurance on a vehicle last May (2023). Unfortunately, we had an accident and the car was totaled on October 11, 2023. It is now June 13, 2024 and APPI has not finished with my claim. They have asked for more paperwork multiple times, which has been provided. I call to check up and the rude customer service people tell me that it takes up to 2 weeks for them to look over paperwork and I explain to them that it has been months. They seem to be trying to find anything they can to put off paying out this claim. I called 2 weeks ago and verified that they had all the paperwork that they could possibly need and the csr confirmed that and said she put a note in there to expedite the claim. She told me to call back if I didn't hear anything within a couple of days. I waited one week and the new gal said it was still waiting to be reviewed and I told her it was supposed to be expedited and she said that could take 2 weeks (how is it being expedited if it is the same timeframe as a normal claim??). I waited one more week and called back today. The new gal told me she could not give me any update that yes it is being expedited but could take up to 2 weeks. I explained it was already 2 weeks. She said there was nothing else she could do and I asked to speak to a supervisor. She told me that they were all in a meeting but she could send me to his voicemail. Not shocking but when she put me through his voicemail was full. I called back and another representative hung up on me and then I called back a third time. The gal took my number to pass on to the supervisor. I feel that 8 months is a ridiculous amount of time to process this claim and there is no help when you contact them. My auto insurance contacted them multiple times and were extremely upset with the unprofessionalism shown by this company. Needless to say I will not be purchasing this service ever again.
Business Response
Date: 06/27/2024
Please see the attached response.
Business Response
Date: 07/08/2024
June 27, 2024
ATTN: ****** *****
BBB of Central Ohio
1169 Dublin Road
Columbus, OH 43215
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 Gretna Auto Outlet (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 Veridian (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 October 9,
2023, was not reported to our office until on or about November 21, 2023. Between November 30, 2023, and
March 6, 2024, documents were submitted to us in a piecemeal fashion. Submitting the required documents
piecemeal can create a delay in the processing time versus submitting all the required documents in a complete
and single submission fashion. On March 6, 2024, we placed the benefit request under review to be processed in
the order complete documents were received. On March 20, 2024, we determined that the insurance
settlement check of $27,148.00, did not match the Vehicle Evaluation Report of $30,337.43.
Between March 20, 2024, and May 30, 2024, the Finance Company and the Customer contacted us several
times, and both were advised that we needed documentation from the Primary Insurance Carrier to explain the
discrepancy. On May 30, we received a documented reason from the Primary Insurance Carrier: a stated limit of
liability in the insurance policy resulted in an insurance settlement that was less than the determined value of
the vehicle. With the discrepancy resolved, we continued our review.
Unfortunately, upon review of the Police Report, we determined that the Total Loss was the result of an
Excluded reason. The police report indicates that the driver of the Vehicle was cited for operation of a handheld
wireless device, which is prohibited in the State. Please see SECTION 6 – EXCLUSIONS, Item 2 of the Addendum,
restated as follows:
This Addendum shall be void if there have been any material facts withheld, concealed, or
misrepresented or in the event of fraud. No deficiency will be waived under this Addendum with
respect to Total Loss:
2. Resulting from DWI/DUI or any intentional act, forgery or any criminal or illegal,
intentional, willful, reckless, negligent or wanton act committed by You or any authorized driver;
Because the Total Loss was the result of an excluded reason as indicated above, the total loss is not covered by
the Addendum. Therefore, the waiver benefit request will be denied. However, we recognize that the Customer
may not agree that the waiver should be denied for an excluded Total Loss. As a courtesy, we completed a
waiver benefit calculation and determined that if the exclusion stated above did not apply, a benefit of $0.00
would be available. This amount was calculated per the terms of the Addendum, and a complete breakdown of
our calculation is as follows:
Payoff Balance as of
Date of Loss $ 28,697.58
The principal balance on October 5, 2023, the last payment date, plus
$37.26 for 4 days of interest. This is the Outstanding Balance as defined
by the Addendum.
LESS Primary Insurance
Carrier Settlement -$ 30,337.43
The “Settlement Value” determined by the Primary Insurance Carrier,
which encompasses the actual cash value less the deductible. This is the
Actual Cash Value as defined by the Addendum.
Total GAP Waiver -$ (1,639.85)
The benefit calculation according to the terms of the Addendum. A
negative value represents an Actual Cash Value that is greater than the
Outstanding Balance, meaning that no waiver is due or owing to the
Customer.
To summarize, the Customer’s waiver benefit request will be denied due to an excluded Total Loss reason.
However, even if that denial reason did not apply, there would be no waiver due and owing to the Customer,
because the Actual Cash Value of the Vehicle is greater than the Outstanding Balance, as those terms are
defined by the Addendum.
As an aside, we note, as described above, that the Primary Insurance Carrier paid a settlement that is less than
the actual Vehicle value due to a stated Limit of Liability. If the Customer believes that the Primary Insurance
Carrier did not settle a fair vehicle value, we recommend that the Customer follow up with the insurer.
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:06/13/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Still havent had GAP coverage paid and it took so long to get them to say they would pay I paid out of pocket 2/3 of what was to be paid in the first place to the rental.
Business Response
Date: 06/18/2024
June 18, 2024
ATTN: Trezon Dancy
BBB of ************
************************************************************************
Re: Customer Name: *************************
Complaint ID: ********
Claim Number: 2404-1872
Dear Trezon *****:
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 Fillback Ford,
Inc.-Highland (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 UW ************ (the **************** as a successor in
interest. The Addendum is neither insurance nor a 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 Mach 8, 2024,
was reported to us on or about April 9, 2024. The Customer submitted documents to us between April 11, 2024,
and May 3, 2024, when we determined that all required documentation was received. At that time, we placed
the benefit request under review to be processed in the order received. As of June 14, 2024, we have completed
the benefit review and authorized a waiver benefit 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 $ 16,244.20
The principal balance on February 7, 2024, the last payment date,
plus $185.32 for 30 days of interest. This is the Outstanding
Balance as defined by the Addendum.
LESS *****************
Carrier Settlement -$ 13,945.35
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.
Thank you for the opportunity to explain APPIs position on this matter. If there are any questions, the Customer
may contact me directly.
Sincerely,
Initial Complaint
Date:06/12/2024
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 had a total loss February 27, 2024. My insurance company paid out their portion within two weeks! I filed a claim (number ****-****) with this gap insurance company I have at the beginning of April. I was told they received all the needed documents April 27 2024 and that it should take 30 days to process and pay out. I’ve called back weekly and no one can give me an estimate on when this will be completed they just tell me to keep calling back. It’s now JUNE 12 2024 and the last call was today also. The guy I talked to before stated he placed a request to expedite my claim June 4th and I still haven’t heard anything. He said he sent it over AGAIN but also to his supervisor and advise me to call back in one week in hopes that it’s completed. I can not get another car until they pay the rest of the amount because I have two car note and I can not stop paying or it’s going to ruin my credit. This is horrible. I will never get GAP from the dealership again and will do my own reach although this was my first car. Bad company.
Business Response
Date: 06/18/2024
June 17, 2024
ATTN: ****** *****
BBB of Central Ohio
**** ****** ****
********* ** *****
Re: Customer Name: ***** **** and ******* ********
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 Family Hyundai, Inc. (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
insurance or a 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 February 27,
2024, was not reported to our office until on or about April 5, 2024. The customer submitted documents
between April 5, 2024, and April 22, 2024. Once we confirmed that all required documents had been received,
we placed the benefit request under review to be processed in the order complete documentation was
received. As of June 14, 2024, we have reviewed the benefit request and, unfortunately, have denied the waiver
benefit.
During our review, we determined that based on the Police Report, the vehicle was operated in a manner
consistent with an excluded Total Loss reason. Please see SECTION 4 – EXCLUSIONS, Item 2 of the Addendum,
restated as follows:
This Contract shall be void if there have been any material facts withheld, concealed, or
misrepresented or in the event of fraud. No deficiency will be waived under this Contract
respecting a Total Loss:
(2) Total Loss resulting from DWI/DUI or any intentional act, forger or any criminal or illegal,
intentional, willful, reckless, negligent or wanton act committed by You or any authorized driver;
Because the circumstances of the Total Loss are consistent with the Exclusion restated above, i.e., the Customer
was illegally operating the vehicle with a suspended driver’s license, the benefit request is denied, and no waiver
is due or owed to the Customer. Thank you for the opportunity to explain APPI’s position on this matter. If there
are any questions, the Customer may contact me directly.
Customer Answer
Date: 06/20/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: ********

I am rejecting this response because the information regarding the police report and tickets are invalid and incorrect as the person in the accident was injured and not on the scene when the police report was filed.

Regards,

***** B

Initial Complaint

Date:06/05/2024

Type:Service or Repair Issues

Status:

Answered

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 claim was submitted to the *** insurer 1/28/2024. I called in March 2024 after no response for an update only to be told that they needed me to submit a form. Even though this was never communicated to me, this was completed 3/26/2024. I called back in May of 2024 and the rep advised that I had to wait 5 weeks from 4/15/2024 for the claim to pay out. I called on Friday 5/31/2024 which is going into 7 weeks only to be told that they have to send an email to the processing team and that I have to call back on Wednesday. Today is Wednesday and there is still no update. I cannot afford to keep paying 2 car notes while APPI cannot provide information on the processing of our claim.

Business Response

Date: 06/14/2024

Please see the attached response.

BBB Note: We have copied the text of the attached respone below for the convenience of the parties:

June 14, 2024

ATTN: Trezon *****

BBB of Central

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

********, OH 43215

Re:	Customer Name:	Stevie ******* and ****** Ford
	Complaint ID:	21804689
	Claim Number:	2401-5985

Dear Trezon *****:

Advanced Protection Products International, Inc. (We, Us, Our, or APPI) received the complaint made by ******************************* and ************************* (the Customer) regarding a benefit request made under their Guaranteed Asset Protection (GAP) Addendum (hereinafter Addendum), which was purchased from ********** *** of Dearborn (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 December 28, 2023, was not reported to our office until on or about January 28, 2024. Documents were submitted to our office between January 28, 2024, and March 26, 2024. Once all documents were received, we placed the benefit request under review to be processed in the order received. As of June 7, 2024, we have completed our review and authorized a waiver benefit of $5,913.44. 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	$ 18,634.95	The principal balance on November 20, 2023, the last payment date, plus $78.18 for 22 days of interest.
LESS Tire & Wheel Cancel Refund	-$ 531.38	Funds recovered by the Customer from the cancellation of a Service Contract
Outstanding Balance	$ 18,103.57	The Outstanding Balance, as defined by the Addendum
LESS Primary Insurance Carrier Settlement	-$ 11,343.89	The Primary Insurance Carrier Settlement, which represents the Actual Cash Value as defined by the Addendum.
LESS Condition Adjustment	-$ 846.24	A Condition Adjustment made by the primary insurance carrier, which is not covered by the terms of the Addendum.
Total GAP Waiver	$ 5,913.44	The benefit calculation according to the terms of the Addendum.

As stated above, a waiver benefit of $5,913.44 was authorized. We will advise the *************** to waive the authorized amount. Under 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 on this matter. If there are any questions, the Customer may contact me directly.

Sincerely,

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

************************* Legal Compliance Consumer Relations

Email: *******************************************************

Initial Complaint
Date:06/01/2024
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.
Purchased an APPI GAP insurance when I bought my truck hoping I would never have to use it. I had a third party at-fault motor vehicle accident in February 2024, filed my GAP request, with the company opening my case on March 18th 2024. Claim number 2403-3284. I submitted everything but my extended warranty refund which took two months to finally receive but this was also submitted and received by APPI. After submitting every document requested, APPI has turned around and asked for more documentation on the Actual Cash Value documentation that was already received back in March 2024. We are close to the 90 day expiration date and I'm beyond frustrated with the service. Every time I speak to a customer service representative, I am not told specifically what "additional records/history" are needed, leaving me in a dark about why now nearing the end of the 90 days they need additional documents for the Actual Cash Value after receiving a 26 page breakdown from our primary car insurance on the car evaluation, actual cash value, and estimated damage cost.I submitted and provided every single piece of documentation provided to me by my car insurance company, as well as documentation from my lien-holder (front and back of settlement check, extended warranty refund, payments to my loan that have continued after the total loss) and every other document requested by APPI through mail, email, fax (from two different numbers). I feel this GAP insurance was misleading and will not pay out what is due even with this being a reasonable request with supportive documentation.
Business Response
Date: 06/12/2024
June 12, 2024
ATTN: Trezon *****
BBB of ************
************************************************************************
Re: Customer Name: ***************************
Complaint ID: ********
Claim Number: 2403-3284
Dear Trezon *****:
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 *********************, **** (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 February 8,
2024, was not reported to our office until on or about March 18, 2024. Between March 18, 2024, and today, the
Customer submitted several documents required for the waiver benefit request. As a courtesy, we reviewed the
documents submitted and determined that we are missing a documented explanation for why the primary
insurance carrier issued a supplemental settlement check. The Customer provided copies of two checks the
primary insurance carrier paid to the **************** a settlement payment of $39,846.53 and a
supplemental payment of $600.05. The initial settlement is consistent with an Evaluation Report prepared for
the primary insurance carrier and submitted to us. However, the $600.05 supplemental payment is
unsupported; we cannot determine how it may affect the waiver benefit and, therefore, cannot yet authorize a
waiver.
To remedy the above issue, we ask that the Customer please submit additional documentation from the primary
insurance carrier explaining the supplemental payment of $600.05. The customer may submit this document
through the online portal or by email to **************************************** Once received, we will consider the
documentation complete and will review it for a waiver benefit authorization.
Thank you for the opportunity to explain APPIs position on this matter. If there are any questions, the Customer
may contact me directly.
Customer Answer
Date: 06/13/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21790401

I am rejecting this response because:

This information to be corrected was NOT readily given to me upon calling customer service on multiple occasions, with several customer service representatives telling me two weeks for processing, call back then. This action by the company effectively pushed my claim toward the ********************************************************************************************* a week before that 90 day expiration. Immediately I contacted my primary car insurance, had the information corrected/updated, and sent this to the company. At this time, all necessary paperwork has been submitted and verified by a customer service representative who expressed that I had every piece of documentation needed. I have been told this previously and then was told otherwise. My hope is for a speedy resolution of this situation as soon as possible as the company has all necessary information to push forward my GAP waiver/payment for this total loss. Thank you.

Regards,

*****************************
Business Response
Date: 06/27/2024
ATTN: Trezon *****
BBB of ************
************************************************************************
Re: Customer Name: ***************************
Complaint ID: ********
Claim Number: 2403-3284
Dear Trezon *****:
Advanced Protection Products International, Inc. (We, Us, Our, or APPI) received the response 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.
The customer was able to submit a revised Total Settlement Loss Explanation and Evaluation Report on June 12,
2024, which corrected the discrepancy from our previous response. Once received, we expedited our benefit
review, and on June 24, 2024, we authorized a benefit 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 $ 54,564.82
The principal balance on January 29, 2024, the last payment date,
plus $100.57 for 10 days of interest.
LESS Service Contract -$ 2,660.82
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 -$ 40,446.58
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 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 on this matter. If there are any questions, the Customer
may contact me directly.
Initial Complaint
Date:05/28/2024
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.
on February 14 2024 i was in a car accident t-boned by someone and my car was totaled. i have gap insurance with Advanced protection products international and i called them after my accident and they provided me with all the information they needed. I emailed all required documents and they stated each time i called they were missing Information that i had sent ************** Every time i called i get a different answer from each person either my documents are in review, and they are shorthanded and they have a lot of claims, i received a letter on May 9th stating that it had been nearly 90 days since my claim was open and time was running out. I called them again and the representee said they have had all my documents, and it is waiting for review still and a check to my finance company should go out next week. during this time of waiting, I had to purchase another care and I am financially unable to make 2 car payments. my credit has been hit hard because of their slow process. i called yet again and the lady i spoke to said it could take another 60 days to review. I think this company is a scam. i need them to pay my finance company i paid for this gap insurance and i feel I am being ripped off.
Business Response
Date: 06/03/2024
ATTN: Trezon Dancy
BBB of ************
************************************************************************
Re: Customer Name: *****************
Complaint ID: ********
Claim Number: 2402-6296
Dear Trezon *****:
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 American ***** *************** (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 February 14,
2024, was reported to our office on or about February 29, 2024. Documents were submitted between March 5,
2024, and April 22, 2024, when we determined that all required documents had been received. The Customers
benefit request was placed under review to be processed in the order complete requests were received.
As of May 29, 2024, we have authorized a waiver benefit 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 $ 26,704.27
The principal balance on January 21, 2024, the last payment date,
plus $97.45 for 24 days of interest.
LESS Service Contract -$ 2,036.00
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 -$ 20,565.83
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.
In reviewing the waiver benefit request, we noted that the payment history provided does not include a running
principal balance. We determined a principal balance based on the payment history provided; however, if the
Customer believes there is an issue, we ask that they submit a payment history with a running principal balance
so that we may review it.
I thank you for the opportunity to explain APPIs position in this matter. If there are any questions, the Customer
may contact me directly.
Customer Answer
Date: 06/13/2024
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 21769605

I am rejecting this response because: they never responded to me or settled the matter

Regards,

*****************
Business Response
Date: 06/20/2024
Hello, we ask that the Customer please refer to our attached response letter from June 3, 2024. Our file indicates that the *************** acknowledged the waiver benefit on or about June 12, 2024, and the waiver should be applied to the Customers loan. Sincerely, *************************

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Advanced Protection Products International, Inc. is NOT a BBB Accredited Business.