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.

close

Find a Location

Advanced Protection Products International, Inc. has 3 locations, listed below.

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

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/24/2024

  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.

  I bought a branded title vehicle in **** two years ago with a gap policy. The policy is with Veritas global protection (advanced protection products international). I totalled the car on a deer nov 25th 2023. Progressive totalled the car because of the title. I owed about 14k progressive payed about 8k so im counting on my gap policy to pay the remaining 5600 or similar. After pulling teeth and working for 6 months 1 week ago gap insurance told me they were not going to pay.I have a paid policy on paper good for the full 16k$ I have to make payments on the loan or the account is delinquent now.Im seeking advice. I need to know what gap is obligated to. Thank you Im not 100% sure i indicated the correct address

  Business Response

  Date: 06/05/2024

  June 5, 2024
  ATTN: Trezon *****
  BBB of ************
  ************************************************************************
  Re: Customer Name: ***********************
  Complaint ID:    ********
  Claim Number:    2312-1726
  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 Image 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 **************************** (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 November 25,
  2023, was reported to our office on or about December 8, 2023. Documents were submitted between January 5,
  2024, and March 24, 2024, when we determined that all documents had been received. On that date, we placed
  the benefit request under review to be processed in the order complete documents were received. On May 16,
  2024, we reviewed the benefit request and initially authorized a waiver in the amount of $0.00. Please note that
  this in no way indicates that a claim was denied or constitutes a refusal to pay. Rather, the Actual Cash Value
  is greater than the Outstanding Balance, as those terms are defined by the Addendum. Please see SECTION 1
  GAP AGREEMENT as well as SECTION 4 DEFINITIONS of the Addendum, the relevant portions of which are
  restated as follows:
  SECTION 1 - GAP AGREEMENT
  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.
  SECTION 4 - DEFINITIONS
  As used in this Addendum, the following terms shall have the meanings set forth below:
  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 N.A.D.A. ****** 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 ********************** 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 ********************** carrier and request a higher payment.
  Outstanding Balance means 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, repo 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 ****************** the
  Outstanding Balance shall be reduced by any costs incurred in obtaining appraisal or value 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, APPI initially authorized a waiver benefit of $0.00, calculated in accordance with the terms of the
  Addendum. However, we were unaware that the Customers vehicle had a branded title until the Customers
  complaint. In an effort to come to an amicable resolution, we reviewed our benefit calculation and determined
  that a Title History Adjustment made by the primary insurance carrier should not be deducted. The primary
  insurance carrier made an adjustment of $5,558.57 for Title History. Typically, adjustments made by the
  primary insurance carrier are not covered by the Addendum and are deducted from the waiver benefit. But in
  this case, because the vehicle had a branded title at the time of sale, adjustments made related to the title
  should not apply.
  When we recalculate the waiver benefit, we determine a total benefit of $4,683.81. 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 $ 14,521.82
  The principal balance on November 9, 2023, the last payment
  date, plus $50.86 for 16 days of interest.
  LESS Salvage Deduction  -$ 1,294.30
  A deduction made by the ***************** Carrier for the
  salvage value of the Vehicle. These are funds recoverable by
  the Customer and not included in the Outstanding Balance.
  Outstanding Balance $ ********* The Outstanding Balance, as defined by the Addendum
  LESS ***************** Carrier
  Settlement -$ 8,594.57
  The ***************** Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ 4,683.81
  The benefit calculation according to the terms of the
  Addendum.
  As stated above, a waiver benefit of $4,683.81 was authorized. We will advise the *************** to waive
  the authorized amount. We ask that the Customer allow time for processing and application of the waiver
  benefit to their loan balance. Any amount outstanding after the waiver benefit is applied is the Customers
  responsibility, per the terms of the addendum.

  Thank you for the opportunity to explain APPIs position on this matter and we are pleased to provide a solution
  for the Customer. If there are any questions, the Customer may email me directly.

• Initial Complaint

  Date:05/23/2024

  Type:Sales and Advertising 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.

  Worst company Ive ever had the displeasure of using. Please dont let your car dealership talk you into this one. Months of worthless calls made. Workers who dont know what theyre doing. My emails disregarded. Paperwork not being submitted unless you call and insist it be done. And then my claim was denied. And they completely overcharged for a worthless service. BEWARE

  Business Response

  Date: 05/29/2024

  May 29, 2024
  ATTN: Trezon Dancy   
  BBB of ************
  ************************************************************************
  Re: Customer Name: ***************************
  Complaint ID:    ********
  Claim Number:    2402-6014
  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 Airport Chevrolet, 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 ****************** (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 January 22,
  2024, was reported to our office on February 28, 2024. Between February 28, 2024, and March 26, 2024,
  documents were received and processed in the order received. On April 2, 2024, we determined that there was
  a discrepancy between the Vehicle Valuation Report and the Settlement Check, and additional documentation
  was requested to determine why. Once received, we reviewed the provided documentation and found that the
  police report described circumstances that met an exclusion under the terms of the Addendum. Please see
  SECTION 4 EXCLUSIONS, Item 2 of the waiver benefit, restated as follows:
  This GAP Addendum does not apply to:
  2. Total Loss 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 above exclusion is met, the Addendum does not cover the Total Loss in this case. Therefore, the
  waiver benefit request was denied.
  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,
  *************************

• Initial Complaint

  Date:05/14/2024

  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.

  Claim Number ****-****
  
  My Vehicle was Totaled 1/30. I uploaded all of the requested documents from the GAP insurer, they took months to review the documents, and then claimed that my 90 day window had passed and will not be issuing my payment. I uploaded all necessary documents they asked of me, I paid close to 1000 dollars for the gap insurance and the payout would not even be much more than that.

  Business Response

  Date: 05/24/2024

  May 24, 2024
  ATTN: ****** *****   
  BBB of Central Ohio   
  1169 Dublin Road
  Columbus, Ohio 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 Chapman Dodge Chrysler
  Jeep Ram Yuma (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 Aea Federal Credit Union (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 January 29,
  2024, was reported to us on or about February 13, 2024. All requirements were received by and the benefit
  request was submitted for review on or about April 23, 2024. All benefit requests are processed in the order that
  complete documentation is received. Please note that this benefit request was not denied due to a 90-day
  submission window; it is possible that the Customer received an automated letter regarding the 90-day
  deadline, but that letter does not contain a notice of benefit denial.
  As of May 21, 2024, we have completed our review and authorized a waiver benefit in the amount of $2,316.85.
  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 $ 33,708.84
  The principal balance on January 23, 2024, the last payment
  date, plus $30.45 for 6 days of interest.
  LESS Theft Contract  -$ 319.00
  Funds recovered by the Customer from the cancellation of a
  Theft Contract.
  Outstanding Balance $ 33,389.84 The Outstanding Balance, as defined by the Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 31,072.99
  The Primary Insurance Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ 2,316.85
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $2,316.85. We will advise the Finance Company 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 APPI’s position in this matter. If there are any questions, the Customer
  may contact me directly.

• Initial Complaint

  Date:05/05/2024

  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 January of 2024 I totalled my car I pay them for GAP insurance when I bought the car well I filed the claim and submitted all documents within a month and they have been "processing:" my claim for 3 months and they owe me 12k.

  Business Response

  Date: 05/09/2024

  May 09, 2024
  ATTN: ****** *****
  BBB ** ******* ****
  **** ****** ****
  ********* ** *****
  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 Kelsey Chevrolet (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 General Electric Credit Union (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 January 11, 2024,
  was reported to us on or about January 18, 2024. Documents were submitted between the reporting date and
  on or about February 28, 2024, when we confirmed complete documentation was received. We placed the
  benefit request under review to be processed in the order that complete documents were received. As of May
  6, 2024, we have completed our review and authorized a waiver benefit of $11,572.29. 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 $ 26,906.20
  The principal balance had all payments been made on time
  and according to the terms of the Finance Agreement,
  without additional interest charges or fees being added to the
  loan. This is the Outstanding Balance as defined by the
  Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 15,333.91
  The Primary Insurance Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ 11,572.29
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $11,572.29. We will advise the Finance Company 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 APPI’s position in this matter. If there are any questions, the Customer
  may contact me directly.
  Sincerely,
  Jonathan Boyd 

• Initial Complaint

  Date:05/03/2024

  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 purchased GAP insurance and I filled my case with APPI online on 2/9/2024 and sent all necessary paperwork, and have been following up with them regularly and do not get any feedback on the progress of the case, the only response I get from their team is "it is being processed" with no actual feedback on actual progress of the case or when I can expect to have resolution for the case. In the meantime my credit is being ruined because they are not closing out the case, as of today it has been 84 days since I submitted documentation and I feel they are holding off processing the claim so they don't have to pay.

  Business Response

  Date: 05/09/2024

  May 09, 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 **** ***** (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 Huntington National Bank (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 December 30,
  2023, was not reported to us until on or around February 21, 2024. On March 19, 2024, we confirmed that all
  required documents had been received, and placed the benefit request in review to be processed in the order
  received. As of May 6, 2024, we have reviewed the request and authorized a waiver benefit of $3,278.31. 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 $ 27,969.39
  The principal balance on December 4, 2023, the last payment
  date, plus $164.20 for 26 days of interest.
  LESS Service Contract  -$ 1,052.08
  Funds recovered by the Customer from the cancellation of a
  Service Contract.
  Outstanding Balance $ 26,917.31 The Outstanding Balance, as defined by the Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 23,639.00
  The Primary Insurance Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ 3,278.31
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $3,278.31. We will advise the Finance Company 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 APPI’s position in this matter. If there are any questions, the Customer
  may contact me directly.
  Sincerely,
  ******** **** 

  Customer Answer

  Date: 05/10/2024

  [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 payoff amount that the APPI is stating is covered by the GAP insurance does not cover the complete amount owed to the Huntington Bank, they are using an old amount. As of 5/10/2024 the payoff balance of $4,148.75, that amount due for the cost of the vehicle. After the payment that APPI is stating they are going to cover there is still a remaining balance of $870.44 outstanding that needs to be covered. I don't believe that APPI reached out to Huntington Bank to get an outstanding balance due. 
  
  
  
  Regards,
  
  
  
  ********* *********

  Business Response

  Date: 05/17/2024

  The submitted loan payment history is dated 2/2/2024
  and reflects transactions through 1/3/2024; however it does not show the vehicle
  service contract (VSC) refund of $1052.08 having been applied to the account
  balance as a credit/payment. It may be that the VSC refund has not been applied
  to the account’s outstanding balance and that is the reason for any remaining
  balance after the application of the GAP benefit. If the VSC refund has not
  been paid and applied to the remaining balance, we suggest Ms. ********* contact the VSC provider for the
  refund status - Thank you

  Customer Answer

  Date: 05/20/2024

  [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:04/21/2024

  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.

  Hello, my car loss date was 1/26/24. My claim date was opened on 2/13/24 and the initial email with my claim number (****-****) and the list of required documents that I needed to submit. By 2/16/24 all my required documents had been emailed and attached. I received a confirmation email on 2/16/24 stating that all of my required documents have been received. At this time they stated that I should call back once a week for a status update because my documents are now in review. Since 2/16/24 I have called once a week to check the status of my claim. I have been told every time that it is still in review and to call back the next week. As of current date 4/21/24 with the latest phone call being 4/19/24 I was told that my claim is still in review and they have no date for completion. It has been over 2 months since all of my documents have been received. Every representative that I have spoken to has said they have no answers for me and they all estimate a different completion date. The last representative that I spoke to said that they did not have a completion date and could only contact the review department through email. I was told that the representative did not have any contact information for me for this department. I have been told repeatedly that the last step is for calculation and payout, at this point, it is frustrating that this process has taken over 2 months. All of the representatives that I have spoken to have been rude and hung up the phone on me when I have tried to understand what is going on with this process and why it is taking so long. I have already purchased a new car but, the car loan for the totaled car is still active and I am expected to continue paying on it or else they are going to ruin my credit. My insurance company has already paid their portion, the only thing left is the gap insurance. Please help

  Business Response

  Date: 05/03/2024

  May 03, 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”) 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 LaFontaine CDJR of Walled Lake, 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 Inc. (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 thorough review of APPI’s records, we find that all documents have been received, and the benefit request was placed under review to be processed in the order in which complete requests were received. As of April 22, 2024, we have authorized a benefit request for $13,982.84. 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 $ 56,764.50 The principal balance on January 4, 2024, the last payment date, plus $324.54 for 22 days of interest. This amount represents the Outstanding Balance as defined by the Addendum.
  LESS Primary Insurance Carrier Settlement -$ 42,781.66 The Primary Insurance Carrier Settlement, which represents the Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ 13,982.84 The benefit calculation according to the terms of the Addendum.  
  
  As stated above, a waiver benefit of $13,982.84 was authorized. We will advise the Finance Company to waive the authorized amount. We ask that the Customer allow time for the Finance Company to process the authorization and apply it to the account. Pursuant to the finance agreement, the customer is responsible for any remaining account balance after the waiver is applied.
  
  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: ********.****@appiadm.com 
  

• Initial Complaint

  Date:04/08/2024

  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.

  This GAP Insurance company is refusing to process documents sent and payoff balance to the lender. A number of attempts have been submitted for payoff to lender as part of GAP but calls and emails are not being answered. This is a fraudulent insurance company charging money for GAP but refuses to pay off the lender.

  Business Response

  Date: 04/12/2024

  April 10, 2024
  ATTN: ****** *****
  BBB of Central Ohio
  1169 Dublin Road
  Columbus, OH 43215
  Re: Customer Name: ******* ********* and ***** *******
  Complaint ID:    ********
  Claim Number:    ****-****
  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 ******* ********* and ***** ******* (together, the
  “Customer”) from Unlimited 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 Credit Union of Colorado (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 9, 2024,
  was reported to us on March 15, 2024. Our records indicate that all required documents were submitted to us
  by April 3, 2024. Once complete documentation was received, we reviewed the waiver benefit, and on April 8,
  2024, we authorized a waiver benefit of $2,931.43. 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 $ 19,982.10
  The principal balance on March 1, 2024, the last payment date,
  plus $37.11 for 8 days of interest. This is the Outstanding Balance
  as defined by the Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 15,963.17
  The Primary Insurance Carrier Settlement, which represents the
  Actual Cash Value as defined by the addendum.
  LESS Excess Deductible  -$ 1,000.00
  The Addendum offers deductible coverage up to $1,000.00 of
  deductible, and this amount represents the portion of the
  deductible that is not covered.
  LESS Insurance Missed Option  -$ 50.00
  An option on the Customer’s vehicle that was missed by the
  insurer, negatively affecting the insurance deductible. The
  insurer is responsible for covering this amount
  LESS Prior Damage Adjustment  -$ 37.50
  An adjustment made by the Customer’s insurer, which is not
  covered by the terms of the Addendum.
  Total GAP Waiver $ 2,931.43 The benefit calculation according to the terms of the Addendum.   
  As stated above, a waiver benefit was authorized for $2,931.43. We will advise the Finance Company to waive
  the authorized amount. As a matter of procedure, we ask that the Customer please allow time for the Finance
  Company to process the waiver and apply the benefit to the account. Any remaining account balance after the
  waiver is applied is the Customer's responsibility, pursuant to the Finance Agreement.
  In addition, we want to point out that the Primary Insurance Carrier missed an option for a backup camera,
  which is a feature on the Vehicle, but was not included when the settlement was adjusted. The Customer should
  ask the Primary Insurance Carrier for a supplemental review to readjust the settlement with the backup camera
  included.
  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.

• Initial Complaint

  Date:04/03/2024

  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.

  Totaled my car 12/16/23. My lender and dealership contacted Gap to start the claim. They sent all of the requested documents. I got a letter from my lender letting me know that all that I have to send is the police report and any cancellations of my warranties. Sent over the police report. I didn’t have any warranties so I send over the copy of my “purchased as is” form. Called to check up on my claim and they said it was in line for review and to call back the following week and everything should be done. When I called back I was told they are missing documents. I asked which one and they said the financing statement and cancellation of refund, which it odd because that’s one of the first things Capital One would send. So I called capital one and they let me know that had sent it back in January but they can send this again. So this time around they faxed it to them and myself, twice. So I called Gap to see if they received the financing statement and and they claimed they did not. So I sent it in with my email on 3/20. I called for an update and it was still in line for review. So I called yesterday 4/2 and they said they are still working on request from 3/18. The whole situation is ridiculous. My payments from the lender restarted in March and I an currently paying on a car I do not have and it is holding me up from purchasing a new car.
  Also, customer service reps work from home and I can hear cooking and a bunch of movement in their backgrounds. Constantly put in long holds. Over 10 mins at some points.
  
  Claim #****-****

  Business Response

  Date: 04/10/2024

  April 10, 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”) 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 LaFontaine Volkswagen 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 Capital One Auto 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 APPI’s records, we find that the Total Loss occurring on December 16,
  2023, was not reported to us until on or about January 16, 2024. We can confirm that the Retail Installment Sale
  Contract, the final outstanding document, was received on March 20, 2024. Once complete documentation was
  obtained, we reviewed the request and, on April 4, 2024, authorized a waiver benefit of $4,435.03. 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 $ 17,961.77
  The principal balance on December 10, 2023,
  the last payment date, plus $53.75 for 6 days
  of interest, is the Outstanding Balance as
  defined by the Addendum.
  LESS Primary Insurance
  Carrier Settlement -$ 13,326.74
  The Primary Insurance Carrier Settlement,
  which represents the Actual Cash Value as
  defined by the addendum.
  LESS Condition Adjustment  -$ 200.00
  A condition adjustment made by the Primary
  Insurance Carrier, which is not covered by the
  Addendum, per its terms.
  Total GAP Waiver $ 4,435.03
  The benefit calculation according to the terms
  of the Addendum.   
  As stated above, a waiver benefit of $4,435.03 was authorized. We will advise the Finance Company to waive
  the authorized amount. As a matter of procedure, we ask that the Customer please allow time for the Finance
  Company to process and apply the waiver benefit to the account. 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 APPI’s position on this matter. If there are any questions, the Customer
  may contact me directly.

• Initial Complaint

  Date:03/07/2024

  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.

  My car was totaled on 5/10/23 I was giving the run around by the dealer and insurance and etc I got all my paperwork and documents showing everything they ask for everything was submitted to them Sept 28, 2023 and it is now 3/8/24 and still nothing has been done all they can tell me is that it [still in process] it’s been 7 months my credit is hurting it’s messing it up with the charge off when I paid my money they not living up to there contract something needs to be done it say 30-45 days the up to 6 weeks it’s been 7 months and still no check has been sent to the finance company man while I’m the one being hurt please resolve this before I have to get my lawyer involved thank you in advance
  Balance due $3701
  Claim number ****-****

  Business Response

  Date: 03/20/2024

  March 20, 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 The Taverna Collection 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 Westlake Financial Services (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 all required documents have been
  received. We have reviewed the waiver benefit request and authorized a benefit in the amount of $2,202.85.
  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 $ 23,601.36
  The principal balance on May 8, 2023, the last payment date,
  plus $23.24 for 2 days of interest.
  LESS Service Contract  -$ 676.79
  Funds recovered by the Customer from the cancellation of a
  Service Contract.
  Outstanding Balance $ 22,924.57 The Outstanding Balance, as defined by the Addendum.
  LESS Primary Insurance
  Carrier Settlement -$ 20,086.05
  The Primary Insurance Carrier Settlement, which represents the
  Actual Cash Value as defined by the addendum.
  LESS Mileage Adjustment  -$ 635.67
  An adjustment made by the Primary Insurance Carrier, which is
  not covered under the terms of the Addendum.
  Total GAP Waiver $ 2,202.85 The benefit calculation according to the terms of the Addendum.   
  As stated above, a waiver benefit was authorized for $2,202.85. We will advise the Finance Company to waive
  the authorized amount. As a matter of procedure, a check will be sent to the Finance Company; please allow
  time for delivery by US First Class Mail. 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 APPI’s position in this matter.    If there are any questions, the
  Customer may contact me directly.

• Initial Complaint

  Date:02/26/2024

  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 have uploaded and given the GAP company my necessary paperwork that they needed to finish my claim and I have even received paperwork from my lender and from my insurance. I also uploaded my own information that they asked me for my accident occurred in August and I have not received a call nor email regarding my claim and the company refuses to give me a solid time line or even an update

  Business Response

  Date: 03/04/2024

  March 04, 2024
  ATTN: ****** *****   
  BBB of Central Ohio
  1169 Dublin Road
  Columbus, OH 43215
  Re: Customer Name: ******* ******
  Complaint ID:    ********
  Claim Number:    ****-****
  Dear ****** Dancy:
  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 New City Nissan (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 Santander Consumer USA (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 August 27,
  2023, was reported to us on or around October 19, 2023. At this time, all documents have been received. We
  have reviewed the benefit request and authorized a waiver benefit for $4,355.86. 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 $ 14,952.86
  The principal balance, calculated as though all
  payments had been made on time and in full
  according to the Finance Agreement. This
  amount represents the Outstanding Balance as
  defined by the Addendum.
  LESS Primary Insurance
  Carrier Settlement -$ 10,597.00
  The Primary Insurance Carrier Settlement,
  which represents the Actual Cash Value as
  defined by the addendum.
  Total GAP Waiver $ 4,355.86
  The benefit calculation according to the terms
  of the Addendum.   
  As stated above, a waiver benefit was authorized for $4,355.86. We will advise the Finance Company 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 APPI’s position in this matter. If there are any questions, the Customer
  may contact me directly.
  Sincerely,
  ******** **** 

  Customer Answer

  Date: 03/04/2024

  [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,
  
  
  
  ******* ******