Complaints

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

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• 

  Advanced Protection Products International, Inc.

  555 Metro Pl N Ste 650 Dublin, OH 43017

• 

  Advanced Protection Products International, Inc

  17732 Highland Road, Suite G158 Baton Rouge, LA 70810

• 

  Advanced Protection Products International Inc

  9449 Balboa Ave Ste 300 San Diego, CA 92123

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/13/2024

  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.

  My car was stolen and totaled on 10/22/23. The bank I'm using to finance the car received a check from my insurance at the beginning of December. APPI has had all of the necessary documents to process my gap benefit (claim ****-****) since 12/18/23. It's stated in the email I received from APPI that it would take 3-4 weeks (15-20 days) for processing to occur. It is now 2/13/24, almost 2 months since this company has received all of the necessary documents and there has been no information on what's happening with the benefit. I check the portal daily, I call weekly, and every time I call no one can offer any information besides "still being processed". As a paying customer, I think there should be some type of tracking process for a benefit that I PAID FOR. It's ridiculous to have to wait 2+ months and there's still no resolution to one of the few things this company is actually responsible for. 0/10 business. Will be getting my family lawyer involved.

  Business Response

  Date: 02/19/2024

  February 19, 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 Champion Used Auto  - 
  Newark (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 Teachers 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 October 21,
  2023, was reported to our office on or around November 27, 2023. Our records indicate that all necessary
  documents were received by December 18, 2023. The benefit request was sent for review, and a waiver benefit
  was authorized on February 12, 2024, for $4,002.08. 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 $ 19,138.68
  The principal balance on October 19, 2023, the last payment
  date, plus $8.73 for 2 days of interest. This is the Outstanding
  Balance as defined by the Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 14,694.73
  The Primary Insurance Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  LESS Condition Adjustment  -$ 441.87
  An adjustment made by the Primary Insurance Carrier for the
  condition of the Vehicle, which is not covered by the
  Addendum per its terms.
  Total GAP Waiver $ 4,002.08
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $4,002.08. We will advise the Finance Company to waive
  the authorized amount. Please allow time for processing of a check sent to the Finance Company 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.
  Sincerely,
  ******** ****

• Initial Complaint

  Date:02/11/2024

  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 went through a horrible life threaten experience with my last car. the final steps to closing everything was the gap claim. I made before deadline with emailed documentation plus the documentation on my account. i contacted multiple times for status of update. Called multiple reps and never heard back about my claim. Looked on my account they closed with no reasoning when i have been chasing them for months. As my gap provider claim should have been settled correctly by now which my finacial service paid out. Im in therapy becasue of my experience and now this has it dragging.

  Business Response

  Date: 02/19/2024

  February 19, 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 Car Pros Kia Moreno
  Valley (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 Kia Finance America (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 June 1, 2023,
  was not reported to our office until on or around September 14, 2023. Our records indicate that all required
  documents were received by November 7, 2023. We have reviewed the benefit request and authorized a waiver
  benefit on February 13, 2024, for $4,355.20. 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 $ 24,287.96
  The principal balance on May 7, 2023, the last payment
  date, plus $78.76 for 25 days of interest. This is the
  Outstanding Balance as defined by the Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 19,932.76
  The Primary Insurance Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ 4,355.20
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $4,355.20. We will advise the Finance Company to waive
  the authorized amount. Please allow time to process a check to the Finance Company through 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.
  Sincerely,
  ******** ****

• Initial Complaint

  Date:02/06/2024

  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.

  1. I started the GAP claim on 9/13/23 after the total loss of a vehicle.
  2. I continued to make payments on the vehicle.
  3. Between the insurance payout and my monthly payments the loan was paid in full by October 24, 2023. The loan was paid in full BEFORE APPI was able to submit the GAP coverage payment from their side.
  4. APPI submitted GAP payment to the bank that held the original loan.
  5. The bank could not accept the payment from APPI b/c there was no longer a loan to put the payment against.
  6. The bank sent the payment back to APPI.
  7. I called APPI on January 16 to inquire where my payment was and when it would be sent. I was told it would be mailed on that upcoming Wednesday January 17. NO MENTION WAS MADE OF NEEDING A PAID IN FULL LETTER OR FURTHER DOCUMENTATION.
  8. I called again on February 1 to find out why I have not yet received the check. I was THEN made aware that a Paid in Full letter was needed.
  9. I sent the loan statement to APPI on February 1, 2024 showing that the loan had been paid in full, with a $0 balance. I asked for confirmation of receipt or information as to what further information was needed. No response was received.
  10. I resent the same email on February 3 and February 5, 2024. Still no response.
  11. On February 6 I was finally able to get the bank to send me a paid in full letter (of which they don't normally do b/c the statement already shows a $0 balance).
  12. I submitted the paid in full letter to APPI the afternoon of February 6.
  13. I spoke to a rep at APPI who told me that she sent my information to the "resolutions team" to have my documents reviewed and a check issued. This is the third time I have been told that this will happen.

  Business Response

  Date: 02/19/2024

  February 19, 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 Tom's Auto Sales (Des Moines) (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 Citizens Community 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 August 21,
  2023, was reported to us on or about September 13, 2023. On October 4, 2023, we confirmed that all required
  documents had been received. On November 28, 2023, we completed our benefit review and authorized a
  waiver benefit for $583.64. 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 $ 12,348.49
  The principal balance on July 30, 2023, the last payment date
  before the Total Loss, plus $55.20 for 22 days of interest. This
  is the Outstanding Balance as defined by the Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 11,764.85
  The Primary Insurance Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ 583.64
  The benefit calculation according to the terms of the
  Addendum.   
  Again, the Addendum is not insurance, and APPI is not an insurer. APPI is the Administrator of the Addendum,
  providing administrative services to the Finance Company so they may fulfill their agreement with the Customer.
  Our responsibilities include collecting the required documentation to process the benefit request, calculating
  the benefit, and advising the Finance Company of the authorized benefit amount. As stated above, a waiver
  benefit was authorized on November 28, 2023, for $583.64. We advised the Finance Company to waive the
  authorized amount. As a matter of procedure, our advisement includes a check to the Finance Company for the
  waived amount. However, this check is not a settlement payment but the completion of our administrative
  responsibility.
  The Customer’s complaint states, in part, that we did not advise that a Paid-in-Full letter was necessary when
  they called on January 16, 2024. Our records indicate that when the Customer spoke to a customer service
  representative, this was the first time we were made aware that the loan associated with the Finance
  Agreement had been paid in full. Therefore, there were no notes in the claim file to indicate to the customer
  service representative that a document would be needed to resolve any issues.
  A paid-in-full letter is not a required document to process a GAP waiver benefit; it is unusual that a Finance
  Agreement would not have an associated loan balance when a waiver benefit is authorized. Indeed, the
  Addendum is an agreement for the Finance Company to waive the difference between the Outstanding Balance
  and the Actual Cash Value, as defined by the Addendum, on the Date of Loss. Therefore, a balance must remain
  for the Addendum to provide a benefit at all.
  As indicated above, between November 28, 2023, and January 16, 2024, APPI was not made aware that the loan
  balance associated with the Finance Agreement had been paid in full or of any issues with the Finance Company
  accepting the check that we mailed to them in completion of our administrative duties. We believe that the
  Finance Company is responsible for applying the check to the customer’s account as a waiver of the GAP
  Amount and then crediting any negative balance to the Customer. At the very least, the Finance Company
  should have communicated to us that they could not accept the check. That said, APPI is unaware of the Finance
  Company’s practices or procedures in this matter.
  As a courtesy to the Customer, we voided the check sent to the Finance Company once we learned of the issue.
  Once we received the Paid-in-Full letter from the Customer, we reissued a check to the Customer. The check
  request was processed and mailed on or about February 14, 2024. We ask that the customer please allow time
  for the check to arrive by US First Class Mail.
  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: 02/20/2024

  [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. Although their sequence of events is not 100% accurate, I will consider this matter closed and will make sure to never use APPI in the future with any car purchase, and encourage others the same.
  
  
  
  Regards,
  
  
  
  ******* ********

• Initial Complaint

  Date:02/05/2024

  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 September of 2022, my vehicle was involved in a collision and deemed a total loss. The vehicle was brand new. So, I needed my GAP insurance to cover the remaining total owed on the vehicle. After not hearing anything regarding my GAP insurance, I tried reaching out to APPI. I was told that everything was taken care of on my end and we were just waiting on resolution from an adjuster name ***** **** (I'm not sure if that's the correct spelling). The person i spoke to provided me *****'s name and phone number and said it was in his hands at that point. Based on what I was told, I thought ***** held the power to resolve this and i have tried to call him every 1-2 months since then. Over the last year, my credit has taken detrimental damage as a result of the remaining balance owed on my auto loan (almost $3,000). Today, desperate, I decided to try APPI once more and see if a different rep could provide any information. I spoke to someone who told me the claim was closed and had been denied due to the fact that a necessary form had not been submitted. According to the notes in the system, I had been advised of the form 1 year ago which is completely untrue. In fact, they didn't even have my email on file until today. The form requires an online account which she had to send me a link to. How could they have done that one year ago if they didn't even have my email. Per the rep's instruction, I filled out the form which i was shocked to see only consisted of two simple questions. I would have happily filled this out one year ago had I been made aware. It would have been infinitely easier than the pointless footwork I have been doing. I have filed an appeal with APPI, but gathered from the rep's tone, that my chances of it being approved were slim. Please help me resolve this. I owe nearly $3,000 on this loan and it is sinking my credit by the day. My claim number is ****-***

  Business Response

  Date: 02/19/2024

  February 19, 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 Valley Nissan Subaru
  Mitsubishi (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 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 September 15,
  2022, was not reported to our office until on or about December 6, 2022. On or about December 8, 2022, we
  mailed a GAP Reporting Form to the mailing address we have on file. By December 15, 2022, we had received all
  required documents except for the Reporting Form and a Police Report. Our records indicate that no activity or
  contact took place between December 15, 2022, and February 27, 2023, when the Finance Company contacted
  us; we advised them of the missing documents. Our records further indicate that a Police Report was received
  on or around March 23, 2023. The Customer made their first contact to APPI on May 30, 2023, and our records
  indicate that based on the conversation, we reissued the Reporting Form to the customer. Nothing further
  records occurred until February 5, 2024, when the Customer called us to confirm what was missing. The
  Reporting Form was received on that same day.
  With documentation now complete, we have reviewed the Customer’s benefit request and authorized a waiver
  benefit of $1,970.89. 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 $ 32,523.26
  The principal balance on September 1, 2022, the last payment date,
  plus $86.34 for 15 days of interest. This is the Outstanding Balance as
  defined by the Addendum.
  LESS Primary Insurance
  Carrier Settlement -$ 29,552.37
  The Primary Insurance Carrier Settlement, which represents the Actual
  Cash Value as defined by the addendum.
  LESS Excess Deductible  -$ 1,000.00
  The amount of the Primary Insurance Carrier deductible that exceeds
  the $1,000.00 deductible coverage available under the Addendum.
  Total GAP Waiver $ 1,970.89 The benefit calculation according to the terms of the Addendum.
  As stated above, a waiver benefit was authorized for $1,970.89. We will advise the Finance Company to waive
  the authorized amount. Please allow time for the processing of a check to the Finance Company via 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.
  Sincerely,
  ******** ****

• Initial Complaint

  Date:01/24/2024

  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 deemed a total loss on 9/29/2023. I subsequently filed for a GAP claim and received a claim date of 10/30/2023. Claim number: ****-****. All the documentation was submitted immediately. After weeks of APPI error, lack of response, back and forth between phone calls and emails, they finally noted on the website that all documents were received by 11/29/2023 (4 weeks after initially submitted). They noted that it was under review for approval at that point. Due to the significant delays, I had to pay the remaining balance of the loan in full. After consulting with APPI, they instructed me that the payment was still being reviewed, and to send an email indicating that the loan was paid in full and to issue the payment directly to me rather than the lender. I did just that, and attached the Payoff letter exactly as instructed. It is now January 24th, and nothing has been received. After calling APPI again today, they informed me that they mistakenly sent the check to my lender on January 10th, even after they confirmed that they received the payoff letter with instruction to issue the payment to me directly. I called my lender, they informed me that they have not received any check to date. My lender specifically noted that if they had received the check, they would indicate on my account that it was received and returned to sender because my account was already paid in full. The lender confirmed that APPI did not actually provide the check. I have been required to utilize borrowed vehicles, public transport, and any means possible to get around because I still have not received payment from APPI. I cannot purchase another vehicle without this payment. This is beyond unacceptable, and APPI's customer service is horrible - they just keep telling me there is nothing they can do and to call back another day. APPI needs to pay the claim to me directly immediately - it has been 4 months since the date of loss!

  Business Response

  Date: 02/01/2024

  February 1, 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 Maserati of Bergen
  County (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 JP Morgan Chase Bank Na (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 September 29,
  2023, was not reported to us until on or around October 30, 2023. The Insurance Settlement was paid on
  November 10, 2023. Our records indicate that all documents were received by November 20, 2023, and a waiver
  benefit was authorized on January 5, 2024. We advised the Finance Company to waive the authorized amount of
  $11,520.79, which was acknowledged on January 24, 2024.
  We understand that the Customer paid their account with the Finance Company in full and provided APPI with a
  copy of their Paid in Full letter. While we appreciate the want to provide “payment” directly to the Customer
  under such a circumstance, that is not the nature of the GAP Addendum. As stated above, the Addendum is not
  an insurance. APPI is not an insurer but is the Administrator of the Addendum. As the Administrator, our role is
  to collect documentation from the Customer, review the documentation, and recommend to the current holder
  of the Finance Agreement, in this case, the Finance Company, whether to waive a certain balance and by how
  much. APPI is not a party to the Addendum and has no obligation to make any sort of payment to the Customer.
  There may be some confusion surrounding a certain term within the Addendum under SECTION 3 – EXPIRATION
  AND CANCELLATION, Item #5. That term does state that “the Finance Company will be named as payee on any
  refund of this GAP Addendum unless the Administrator is provided with written documentation stating the
  Finance Agreement has been paid in full.” Hypothetically, if the Customer had canceled the Addendum and
  provided the Paid in Full letter, a refund check could have been provided directly to the customer. However,
  such a term applies only to the cancellation of the Addendum. In this case, the Addendum provided a waiver in
  the event of Total Loss. A waiver benefit is not a refund, and therefore, the above term does not apply.
  Again, a waiver benefit was authorized in the amount of $11,520.79. 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 $ 58,472.12
  The principal balance on September 25, 2023,
  the last payment date, plus $40.98 for 4 days
  of interest. This amount represents the
  Outstanding Balance as defined by the
  Addendum.
  LESS Primary Insurance
  Carrier Settlement -$ 46,951.33
  The Primary Insurance Carrier Settlement,
  which represents the Actual Cash Value as
  defined by the addendum.
  Total GAP Waiver $ 11,520.79
  The benefit calculation according to the terms
  of the Addendum.   
  We advised the Finance Company to waive the authorized amount, and they acknowledged it on January 24,
  2024. APPI has no knowledge of the Finance Company’s procedures regarding the waiver benefit and we advise
  that the Customer follow up with the Finance Company for next steps.
  I thank you for the opportunity to explain APPI’s position in this matter. If there are any questions, the Customer
  may email me directly.
  Sincerely,
  ******** **** 

• Initial Complaint

  Date:01/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a GAP insurance policy from APPI on April 6, 2022, for $995.00. On September 18, 2023, I suffered a near-fatal accident. My car was deemed a total loss. On December 5, 2023, I engaged in a 10-minute phone with APPI, at which time I notified APPI of my need to file a claim. The APPI representative assigned me the following benefit request number: ****-****. (Document 1. Document 2.)
  
  On December 18, 2023, I logged into the APPI Gap benefit portal to begin processing his claim. I uploaded the following six documents to my benefit claim: FINANCE AGREEMENT.pdf; UPSTART PAYMENT HISTORY.pdf; GAP ACTUAL CASH VALUE.pdf; GAP VEHICLE EVALUATION.pdf; CHP REPORT.pdf; and GAP APPRAISAL REPORT.pdf.
  
  On December 21, 2023, when I logged into my APPI claim portal to verify receipt of his documents, I discovered that my "Claim Reports Form" was registered, but my other five submissions were missing. (Document 3.)
  
  I immediately requested an email confirmation of receipt of the missing five documents. (Document 4.)
  
  A short time later, when I again checked the APPI portal, I discovered that APPI not only falsely claimed page 10 of my "Vehicle Evaluation Report" was missing but that they disregarded the "Appraisal Report," which also contained the alleged missing page 10. APPI now listed the "Appraisal Report" as not applicable. (Document 5.)
  
  I resubmitted my documents in full on December 29, 2023 and January 2, 2024. (Document 6, Document 7.)
  
  It has been more than six weeks since I first contacted APPI, and there has yet to be a decision date as to when my claim will be settled. However, I continue receiving correspondence from AAPI requesting documentation I have already submitted. (Document 8, Document 9.)
  
  I have submitted this formal complaint and request for BBB assistance in obtaining a resolution based on today's inspection of my APPI portal, which reveals that no movement has occurred in settling my claim. (Document 10.)

  Business Response

  Date: 01/29/2024

  January 29, 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 Capitol Subaru (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 Upstart Network 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 complete and thorough review of APPI’s records, we find that the Total Loss occurring September 18,
  2023, was not reported to us until on or around December 7, 2023. We previously advised the customer that we
  did not have all 10 pages of the Vehicle Evaluation Report, and it was considered incomplete; however, the page
  we were missing was Page 2, not Page 10. That said, our records indicate that a complete version of the Vehicle
  Evaluation Report was received on December 29, 2023. We have reviewed the benefit request and authorized a
  waiver benefit of $10,229.38. 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 $ 26,849.60
  The principal balance, calculated as though the Finance
  Agreement was financed at 150% of the vehicle value.
  LESS Service Contract  -$ 777.83
  Funds recovered by the Customer from the cancellation of a
  Service Contract. Cancelation Refunds are not covered by the
  Addendum per its terms.
  LESS Maintenance Contract  -$ 376.08
  Funds recovered by the Customer from the cancellation of a
  Maintenance Contract. Cancelation Refunds are not covered
  by the Addendum per its terms.
  LESS Dent/Ding Contract  -$ 411.37
  Funds recovered by the Customer from the cancellation of a
  Dent/Ding Contract. Cancelation Refunds are not covered by
  the Addendum per its terms.
  Outstanding Balance $ 25,284.32 The Outstanding Balance, as defined by the Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 15,054.94
  The Primary Insurance Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ 10,229.38
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $10,229.38. 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 email me directly.
  Sincerely,
  ******** **** 

• Initial Complaint

  Date:01/15/2024

  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 vehicle was vandalized and reported to Geico on 6/27/23. It was deemed total loss and claim was started with Gap insurance . Geico paid on 9/6/23. I have submitted all requested documents to Gap. They continuously did not record documents sent to them and asked for the same paperwork over and over again. I would call and was always given the runaround. It has been 7 months now and my loan is still not paid off by the Gap Insurance. I am now dealing with missed payments and a hard hit on my credit due to them not paying off my loan for a vehicle that was vandalized in June 2023. They continue to buy time in order not to have to pay per contract agreement and lessen the amount of pay off. This is not acceptable and should be breach of contract. I paid for this coverage in good faith and should not be suffering from a loss as well as now my credit being negatively impacted. Once my auto insurance paid, Gap should have paid the difference as I submitted all documents. I am asking for a pay out of balance at the time of Geico payment was received by the Lender. Roughly $6000.00

  Business Response

  Date: 01/25/2024

  January 25, 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 Car Pros Kia Tacoma (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 Regional Acceptance Corp (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 an initial waiver benefit was authorized in
  the amount of $2,815.63. However, as a courtesy to the Customer, we reviewed the calculation and determined
  that a deduction of $75 for an insurance missed option was made in error. In addition, the payoff balance used
  was incorrect. As a result, we have authorized a supplemental waiver benefit in the amount of $132.80.
  In our initial benefit review, we believed that the Primary Insurance Carrier missed a vehicle option, a Collision
  Avoidance System valued at $75. The terms of the Addendum allow for adjustments when the insurance missed
  a vehicle option that would have resulted in a higher Actual Cash Value and insurance settlement. Please see
  SECTION 4 – DEFINITIONS, the relevant portion of which is restated as follows:
  Actual Cash Value means the value of the Vehicle on the Date of Loss as established by the
  Primary Insurance carrier. In the absence of Primary Insurance, Actual Cash Value shall mean
  shall mean retail value as determined using the current edition of the N.A.D.A. Guide. In the
  absence of Primary Insurance, the terms of this Addendum will remain the same. Adjustments
  will be made for prior unrepaired damage, mileage, usage, condition, applicable taxes or fees,
  and documented Vehicle options and accessories purchased at the time the Finance Agreement
  was executed. If it is determined that Your Primary Insurance carrier did not pay a fair Actual
  Cash Value and we provide You with evidence obtained in our research, You may be required to
  contact Your Primary Insurance carrier and request a higher payment.
  Our initial benefit calculation included a deduction for a missed option. However, on review, we determined
  that the Primary Insurance Carrier’s Actual Cash Value included a Technology Package, of which the Collision
  Avoidance System is a part. Therefore, the insurance did not miss the option, and we removed the deduction.   
  Additionally, in our initial benefit review, we missed that a payment was made and was effective on the Date of
  Loss. The Addendum allows us to determine the Outstanding Balance based on the lower of the Equal Monthly
  Installment Method or the original payment schedule. Please see SECTION 4 – DEFINITIONS, the relevant
  portions of which are restated as follows:
  Equal Monthly Installment Method means the presumption of equal monthly installments
  beginning no more than forty-five (45) days from the Vehicle purchase date and amortized over
  not more than eighty-four (84) months.
  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, 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 Primary
  Insurance, the Outstanding Balance shall be reduced by any costs incurred in obtaining the
  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 above, we missed that a payment was effective on June 6, 2023. Without considering said payment, it
  appeared that the Equal Monthly Installment Method was the correct calculation method, resulting in an
  Outstanding Balance of $15,425.30. However, we determined that with the payment from June 6, 2023, the
  payoff balance should have been used instead. The result is a slightly higher Outstanding Balance determination
  of $15,483.10.
  Again, we have determined that a supplemental waiver benefit of $132.80 is due and has been authorized. 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 $ 15,483.10
  The principal balance on June 6, 2023, the last payment date,
  plus $92.53 for 21 days of interest. This amount represents the
  Outstanding Balance as defined by the Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 9,000.17
  The Primary Insurance Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  LESS Mileage Deduction  -$ 3,534.50
  An amount deducted by the Primary Insurance Carrier for
  Mileage, which is not covered under the terms of the
  Addendum
  Total GAP Waiver $ 2,948.43
  The benefit calculation according to the terms of the
  Addendum.   
  LESS Initial Waiver Benefit -$ 2,815.63 The benefit initially authorized and already waived.
  Total Supplemental Waiver
  Benefit $ 132.80
  The supplemental waiver benefit due to the Customer and
  authorized by us.
  As stated above, a supplemental waiver benefit was authorized for $132.80. We will advise the Finance
  Company to waive the authorized amount. As a courtesy, we wish to point out that a mileage deduction was
  taken by the Primary Insurance Carrier in the amount of $3,534.50. This amount is not covered by the
  Addendum, as explicitly set forth in the Actual Cash Value definition, restated above. This amount was deducted
  from the waiver benefit calculation and is the Customer’s responsibility, along with any other balance remaining,
  pursuant to the Finance Agreement. If the Customer disagrees with the mileage deduction, they should contact
  the Primary Insurance Carrier to discuss.
  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.

  Customer Answer

  Date: 01/25/2024

  [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: 
  I am not satisfied with your response for the following reasons:
   The reason I purchased GAP insurance was to assure that any deficiency after my auto insurance settlement would be covered and paid in full. It appears from your response that I would still have a large balance owing of approximately $4000. The other issue I have is the amount of time in which my claim has been pending and not settled. The date of loss was June 2023 and we are almost in February 2024. This has cost me additional late fees, missed payments to the Lender, which has now negatively impacted my credit score on a car I haven’t had for months. I had to file a complaint with BBB in order to have my claim reviewed and responded to. I will be satisfied when my balance is paid in full since that is the purpose of buying GAP coverage. 

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

  Customer Answer

  Date: 02/08/2024

  [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: so both companies are pointing the finger at each other. I need to know exactly how much are you paying and when? 
  Also, why is no one addressing the time you took as this has been causing many financial and credit problems for me as well as additional fees.  I had to file with BBB in order to receive a response in the first place. 
  
  
  
  Regards,
  
  
  
  ****** *****

  Business Response

  Date: 02/15/2024

  Hello. As previously advised, GAP provides a waiver
  benefit; APPI is not an insurer and does not make “payments.” As previously
  advised, the authorized waiver benefit was $2,948.43. Please follow up with
  your Finance Company to determine how the waiver benefit was applied to your
  account. The authorized benefit was calculated per the terms of the Addendum,
  and no additional benefit is available under its terms. Thank you.

• Initial Complaint

  Date:01/11/2024

  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.

  Transaction date 12-18-2022
  Service: Gap insurance
  Filed claim for gap insurance coverage after an accident. Company denied the claim without providing reason in written form.

  Business Response

  Date: 01/19/2024

  January 19, 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 Capitol Mazda (the
  “Seller”). The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to
  waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as
  of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of
  the Finance Agreement with Upstart Network, 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 complete and thorough review of APPI’s records, we find the waiver benefit request was not denied.
  Rather, a waiver benefit was calculated in the amount of $0.00. In general, this result is because the value of the
  Vehicle, established by the Primary Insurance Carrier and evidenced by the insurance settlement, is greater than
  the Outstanding Balance, as defined by the Addendum. However, in light of this complaint, we as a courtesy
  reviewed the calculation and determined an erroneous deduction was taken due to a Condition Adjustment
  made by the insurer. Removing the deduction of $362.63 results in a waiver benefit of $310.75. 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 $ 13,741.69
  The principal balance, calculated as though all payments had
  been made on time and in full pursuant to the terms of your
  finance agreement.
  LESS Theft Contract  -$ $599.00 Funds able to be recovered by the Customer for the
  cancelation of a Theft Contract
  LESS Key Contract  -$ $499.00 Funds able to be recovered by the Customer for the
  cancelation of a Key Contract.
  Outstanding Balance $ 12,643.69 The Outstanding Balance, as defined by the Addendum
  LESS Primary Insurance Carrier
  Settlement -$ 10,832.94
  The Primary Insurance Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  LESS Excess Deductible  -$ 1,500.00
  The deductible in excess of the $1,000 covered by the terms
  of the Addendum.
  Total GAP Waiver $ 310.75
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, we reviewed the initial calculation as a courtesy to the Customer because of the complaint. We
  discovered an erroneous deduction, and as a result of the revised benefit calculation above, a waiver benefit is
  authorized for $310.75. We will advise the Finance Company to waive the authorized amount.   
  We also note that an additional waiver may be applicable here. The terms of the Addendum do not cover any
  funds that can be recovered from the cancelation of contracts financed with the Finance Agreement, such as the
  Theft Contract and Key Contract identified in our calculation. In this case, the Customer did not provide proof of
  the actual cancelation refunds received. If the customer is able to provide a copy of a check or a letter from the
  contract administrators to demonstrate the actual cancelation refunds, or otherwise provide copies of the
  contracts to prove they are not cancelable, then APPI will review for additional waiver benefit. 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,

• Initial Complaint

  Date:01/10/2024

  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.

  We got gap insurance through these guys and sadly need to use it. Claim number ****-****. When speaking to them on the phone they all seemed pretty annoyed when speaking with them. Being in a car accident is already pretty traumatic, I cannot imagine someone who lost a family member having to deal with this. When e-mailing them the forms it requests for two days to process. We sent those over on 12/26/23. It has now been 14 days and still my status is still "Required". I even sent the forms again on the 1/5/24 and still no updates. From reading other complaints it seems 2 days is simply not possible. We paid for this service to cover us in the event of a total loss to help take stress off, but this has been nothing but stress inducing. While we understand we need to keep paying the loan until settlement has been reached, it should not take months like other complaints have stated. When speaking to a representative today I was told it would be another week. I was also assured since the documents we're received before the 90-day requirement that the policy would not expire. We need this settlement completed in a timely manner.

  Business Response

  Date: 01/17/2024

  January 17, 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”) is in receipt of the complaint
  made by **** ***** regarding a benefit request made a Guaranteed Asset Protection (“GAP”) Addendum
  (hereinafter “Addendum”), which was purchased by ******* ***** ****** and **** ***** (the “Customer”) from
  Fort Collins Kia (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 ENT 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 September 22,
  2023, was not reported to our office until on or around December 27, 2023. That said, we have reviewed the
  documents received and determined that all documents necessary to calculate the waiver benefit are available.
  We reviewed the documents and have authorized a waiver benefit in the amount of $8,241.65. 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 $ 33,579.08
  The principal balance on September 19, 2023, the last
  payment date, plus $29.62 for 3 days of interest. This amount
  represents the Outstanding Balance as defined by the
  Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 24,837.43
  The Primary Insurance Carrier Settlement.
  Less Excess Deductible  -$ 500.00
  The deductible amount that exceeds the $1,000 deductible
  coverage under the terms of the Addendum.
  Total GAP Waiver $ 8,241.65
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $8,241.65. 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:01/05/2024

  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.

  GAP Insurance. Claim in September, date of submission to GAP *(after insurance paid) 10/11/2023. As of this date January 5th, I am still waiting for the GAP Insurance to process. I have completed their documentation, submitted countless forms and called every single week. All I get for an answer is that the claim is in process and to keep calling. It is complete ridiculousness. I am so disgruntled and on top of it, now the credit union my car is financed at is calling becuase they are due for payment. I need this resolved but there is no urgency at all on their end even when I express my concern over my credit score and future finances.

  Business Response

  Date: 01/16/2024

  anuary 16, 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 Fort Collins Kia (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 ENT 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 we need an additional document in order
  to process the waiver benefit request. The Customer needs to provide a letter, sometimes referred to as either a
  “Truth-in-Lending Disclosure Letter” or a “Rate Change Letter.” We need this additional letter, provided to the
  customer by the Finance Company because we discovered a discrepancy during our benefit review. In this case,
  the interest rate and payment amount found on the Finance Agreement and the Payment History are different.
  In some cases, this is indicative of refinancing, in which case the Addendum has been terminated. However, the
  requested letter would provide sufficient proof that refinancing did not occur. We request that the Customer
  provide the requested letter either through their claim portal, or via email to [email protected] and
  referencing their claim number. Once this document is received, we will expedite the benefit review.
  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.