Business Profile

GAP Insurance

Advanced Protection Products International, Inc.

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Complaints

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

Customer Complaints Summary

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

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

Initial Complaint
Date:12/20/2023
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 recently totaled my car and my insurance company paid the finance the portion of the value of the vehicle; which in turn left me a balance that my gap insurance supposed to pay (Advanced Protection Products International).
I have provided them all the necessary documents and the documents from Edison Nissan and they still saying it’s not enough. I believe they are trying to wait until it’s 90 days so they don’t have to pay.

The document that Edison Nissan provided states everything is canceled

I want. Them to pay Westlake Financial before my 90 days are up.
Business Response
Date: 01/08/2024
January 08, 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 request made
by ***** ******* (the “Customer”) in reply to our prior response.
We have reviewed our calculation and affirm that we have waived only what is due under the terms of the
Addendum, a total of $811.48. However, in an effort to amicably resolve this issue, APPI will make a separate
goodwill payment of $188.52. This amount is separate from the amount previously waived and will be directed
to the lender.
I thank you for the opportunity to explain APPI’s position in this matter and hope that this matter is now
resolved. If there are any questions, the Customer may contact me directly.
Sincerely,
Customer Answer
Date: 01/09/2024
[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:12/12/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My car was broken into and vandalized in May. I took it to the shop and due to structural damage to the shop my car ended up being totaled on June 18th, 2023. The shops insurance sent a check in September to my finance company. I had already filed a GAP claim for the remaining balance on the loan on July 11, 2023. August 29, 2023 I uploaded all documents needed except one. The one document I was waiting on was the document from my finance company with the warranty cancellation refund info. I received a letter on September 6, 2023 from APPI stating that they have received all of my documents and to allow 2 business days for processing. I then received a letter from APPI on October 05, 2023 stating they still needed the police report and warranty cancellation refund info and that I was nearing my 90 day deadline. I called APPI to let them know that I had filled out the form they sent me to replace the police report and that it was uploaded back in September. They checked and acknowledged they do have it. It just wasn't processed and added to my claim. I then explained that I was waiting on my finance comp to finish processing the cancellation refund, and APPI said no problem. October 14 I uploaded the warranty cancellation refund document. APPI acknowledged they had all documents needed and to allow up to 30 days for processing. So here we are December 12, 2023 5 MONTHS after I filed the original claim and they are still processing. I have been calling every week and customer service reps keep saying it's being processed, they are not going to give me an estimated time of completion, have a nice day, and they pretty much hang up. I can never speak to a manager. I need APPI to please finish processing my claim ASAP and submit the check to my finance company. 5 months is ridiculous. I have to pay a car note until they finish processing and pay and since I am still responsible for a car note I haven't been able to get another car.
Business Response
Date: 12/21/2023
December 20, 2023
ATTN: ****** *****
BBB of Central Ohio
1169 Dublin Road
Columbus, OH 43215-1005
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 Kia Motor 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 all documents have been received. We
have reviewed the benefit request and authorized a waiver benefit for $3,471.60. This amount was calculated
per the terms of the Addendum, and a complete breakdown of the waiver benefit is as follows:
Payoff Balance as of Date of
Loss $ 21,372.37
The principal balance on June 6, 2023, the last
payment date, plus $47.46 for 12 days of
interest.
LESS Service Contract -$ 1,497.17
Funds recovered by the Customer from the
cancellation of a Service Contract
Outstanding Balance $ 19,875.20
The Outstanding Balance, as defined by the
Addendum
LESS Primary Insurance
Carrier Settlement -$ 16,403.60
The Primary Insurance Carrier Settlement,
which represents the Actual Cash Value as
defined by the addendum.
Total GAP Waiver $ 3,471.60
The benefit calculation according to the terms
of the Addendum.
As stated above, a waiver benefit was authorized for $3,471.60. 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:12/11/2023
Type:Customer Service 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.
In Sept my car was stolen and subsequently filed for a GAP claim 9/28/23
Claim number: 2309-4915
ALL documentation has been provided for APPI and I have called several times to confirm they have all the documentation they need including: intial GAP claim, police report, market valuation report, payment history, financial documents from the lien holder, service contract cancellation, and proof of payment to lien holder.
Literally everything has been sent in a timely fashion and been acknowledged as being received by representatives at APPI; yet here I sit in December waiting for the claim to be paid after having been reassured it would be paid the first week of December.
I have already had to make a payment on my stolen car to avoid adverse credit reporting. APPI needs to pay the claim to the lien holder so I don't have to make more payments on a car I no longer have.
Business Response
Date: 12/21/2023
December 20, 2023
ATTN: ****** *****
BBB of Central Ohio
1169 Dublin Road
Columbus, OH 43215-1005
Re: Customer Name: ***** *******
Complaint ID: 20993269
Claim Number: 2309-4915
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 Harborstone 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 all required documentation was received
by October 18, 2023. Now, the benefit request has been reviewed and authorized in the amount of $6,651.89,
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 $ 28,955.62
The principal balance on August 28, 2023, the last
payment date, plus $50.56 for 16 days of interest.
LESS Service Contract -$ 1,383.58
Funds recovered by the Customer from the
cancellation of a Service Contract
Outstanding Balance $ 27,572.04
The Outstanding Balance, as defined by the
Addendum
LESS Primary Insurance Carrier Settlement -$ 20,920.15
The Primary Insurance Carrier Settlement, which
represents the Actual Cash Value as defined by the
addendum.
Total GAP Waiver $ 6,651.89
The benefit calculation according to the terms of the
Addendum.
As stated above, a waiver benefit was authorized for $6,651.89. We have advised the Finance Company to waive
the authorized amount. Please allow time for mailing and processing of a check sent by US 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.
Customer Answer
Date: 12/22/2023
[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:12/09/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They have been prolonging the payout process. Every time we are close to the date. They ask for something else. They just keep prolonging the process. the vehicle was a total loss since august. Insurance paid in October/November its going on another 30 days. Now i got an email 2 days ago about more documentation.
Business Response
Date: 12/19/2023
December 19, 2023
ATTN: ****** *****
BBB of Central Ohio
1169 Dublin Road
Columbus, OH 43215-1005
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 Philly Car Kings (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 all required documentation has been
received. We have reviewed and authorized a waiver benefit for $7,566.44. This amount was calculated per the
terms of the Addendum, and a complete breakdown of the waiver benefit is as follows:
Payoff Balance as of Date of Loss $ 35,966.30
The principal balance on August 14, 2023, the
last payment date, plus $38.29 for 2 days of
interest.
LESS Primary Insurance Carrier
Settlement -$ 29,974.86
The Primary Insurance Carrier Settlement
which represents the Actual Cash Value as
defined by the addendum.
LESS Insurance Missed Option
(Cooled Rear Seats) -$ 75.00
Vehicle features missed by the Primary
Insurance Carrier when determining Vehicle
value. The missed features are documented as
included on the Vehicle when the Finance
Agreement was executed.
LESS Insurance Missed Option (Rear
Parking Sensors) -$ 125.00
LESS Insurance Missed Option
(Heated Rear Seats) -$ 50.00
LESS Insurance Missed Option
(Cooled Front Seats) -$ 175.00
Total GAP Waiver $ 7,566.44
The benefit calculation according to the terms
of the Addendum.
As stated above, a waiver benefit was authorized for $7,566.44. 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, according to the Finance Agreement.
We note that $425.00 was deducted as “Insurance Missed Options.” The Primary Insurance Carrier failed to
select these options on the Customer’s Vehicle when determining its Actual Cash Value. The discrepancy is
evidenced when comparing the Vehicle Evaluation Report, which the insurer used to determine the Vehicle
value, to the MSRP sticker for the Vehicle from the time of purchase. The missed options resulted in an
insurance settlement that is lower than the actual Vehicle value, and the Primary Insurance Carrier is
responsible for the value of the missed options. To remedy this, the Customer should seek a supplemental
settlement from the Primary Insurance Carrier for the value of the missed options. Once the insurer has issued a
supplemental settlement, the Customer may submit the additional settlement and supporting documentation to
us for review if the supplemental settlement does not equal $425.00.
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: 12/19/2023
[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 attached document is the contract where it states Under LIMITATION: No coverage is provided for that portion of deficiency from an original amount of finance that exceeds 150%. It does not state it will cover UP TO. Also the options on my vehicle are not correct. It had the executive package where it had front/rear cooled/heated seats. The following are attached documents of bookout. It also states it will cover $1,000 deductible, which is not stated either. If the vehicle was being evaluated at time of incident the percentage of coverage is wrong.

Regards,

**** *******
Business Response
Date: 02/01/2024
Hello. The Customer’s
assertion is incorrect. The language referred to was fully explained in our
previous responses. At this time, we have fully responded to the Customer and
consider this matter closed.

Sincerely,
******** ****
Customer Answer
Date: 02/05/2024
[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: thank for ripping me off, I had to make 4 payments on my vehicle because you wouldn't cover the remaining balance. I wonder if it would happen if the balance was lower..

Regards,

**** *******
Initial Complaint
Date:12/07/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had my 2018 Honda accord sport totaled in a rear end collision in September 2023. After starting the process of the gap benefit request, I had to send in documents multiple times, the same documents over and over. I would be on the phone with customer service, they would confirm that they received a email and they would get to it within 48hours. After 3-5 days I would contact them and they would say they never got the forms. After FINALLY getting them to accept all the forms and submit my claim for approval on November 14th, they tell me to call back every week or bi weekly. When I call they say there is no update and got told today that they can take as long as they want, that they don't have a time frame for it to be done. Have been told in a previous phone call, when I asked for a manager I was straight up told no. They have absolutely the worst customer service ive ever seen. My credit has been hit hard by my bank for late payments. My bank has canceled my credit card with them because of it, and I am daily driving a farm truck with nearly 180k miles because I cant get a new vehicle until this is taken care of. I want this resolved within the next week. This is ridiculous. If I do not get a phone call or email saying that my request has been approved within the next week [which will have given them a month], I will be filing a civil lawsuit against them not only for what is owed on my car, but the time and money its taken me for all the forms and processing. This company is a complete and total scam, and should absolutely lose their business license. They are taking advantage of people that have just went through a traumatic accident which is completely and totally insane.
Business Response
Date: 12/18/2023
December 18, 2023
ATTN: ****** *****
BBB of Central Ohio
1169 Dublin Road
Columbus, OH 43215-1005
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 Bellingham 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 Boeing Employees’ 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 as of December 15, 2023, all required
documents have been received. We have reviewed the benefit request and authorized a waiver benefit of
$4,079.79. 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 $ 31,169.52
The principal balance, calculated as though the
vehicle were financed at a maximum Loan to
Value ratio of 150% and had all payments been
made in full and on time.
LESS Service Contract -$ 2,579.74
Funds recovered by the Customer from the
cancellation of a Service Contract
Outstanding Balance $ 28,589.78
The Outstanding Balance, as defined by the
Addendum
LESS Primary Insurance
Carrier Settlement -$ 24,509.99
The Primary Insurance Carrier Settlement,
which represents the Actual Cash Value as
defined by the addendum.
Total GAP Waiver $ 4,079.79
The benefit calculation according to the terms
of the Addendum.
As stated above, a waiver benefit was authorized for $4,079.79 We will advise the Finance Company to waive
the authorized amount. Please allow for processing and mailing of a check 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.
Customer Answer
Date: 12/18/2023
[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 GAP insurance company is stating the fair market value was $21,500 at the time of purchase, and has FINALLY sent out a benefit based on that number. I want to note I had to reach out to the dealership where I purchased the gap and get them involved to get any movement.
The issue with that $21,500 market value is that 6 months later when the car was totaled, the insurance gave a fair market value of nearly $24,500. APPI is saying that I financed over 150% of the fair market value of the car, so they are not covering what was financed over that percentage.
It is not possible for my car to have gone up in value by $3000, when I put a few thousand miles on the car and was in a fender bender accident around April. The market not only has gotten worse for vehicles, but I also have used the vehicle. Based on the insurance pay out of a fsir market value of nearly $24,500, my total finance is well under 150% of the value of the car. Therefore they still have money they owe me to finish laying off the car.

They also have proof of this insurance fair market value because they have a copy of my insurance check and the adjustment breakdown.

Regards,

***** *******
Customer Answer
Date: 01/03/2024
[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 GAP insurance is just trying to find a way to get out of the fact that I am fighting back on them being a fraud company. It is not possible for my car to have went up in value from the time of purchase to the time of it being totaled. With more miles, and a small accident on it in the spring. This company is a absolute fraud and the 33 BBB reports prove that. I have filed a lawsuit against them, and as of now they have yet to get back with me on that. If it was just me that was having the issue, id understand, but there is not one good review of them on google reviews or the BBB. The GAP will do whatever it takes to weasel their way around making things right.

Regards,

***** *******
Business Response
Date: 01/16/2024
Dear ****** *****:
Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) received the rejection made by
***** ******* (the “Customer”). We do not feel that the Customer has brought any additional complaint with
this rejection to which a response is required. The only concern we have not addressed is complaints made by
other individuals through the BBB. Frankly, those complaints have no bearing on the Customer’s GAP
Addendum, and we will not address another individual’s concerns with this Customer. That said, we want to
take the opportunity to reiterate our position on this matter and offer a potential resolution.
The Customer’s complaint regards a benefit request made under their Guaranteed Asset Protection (“GAP”)
Addendum (hereinafter “Addendum”), which was purchased from Bellingham 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 Boeing Employees’ 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.
The Customer purchased a Vehicle on February 1, 2023, and with it financed a GAP Addendum. The Addendum
has explicit terms and conditions set forth within it; one such term relevant here is a maximum “loan-to-value”
or “LTV” ratio of 150% of the JD Power value for used vehicles on the date of purchase. This maximum is
explicitly stated on Page 1 of the Addendum, Item 4, and repeated in SECTION 2 – TERMS AND CONDITIONS,
Item 8. The relevant Addendum language is restated as follows:
4. No coverage is provided for any portion of the GAP Amount resulting from the original
amount financed exceeding 150% of the Vehicle’s MSRP (for new vehicles) or 150% of the
Vehicle’s retail value on the Vehicle purchase date according to the J.D. Power Guide (for used
vehicles).
In this case, when reviewing the Customer’s benefit waiver request, we determined that the value of the vehicle
was $21,725.00. We made this determination by using the J.D. Power valuation guide, as required by the terms
of the Addendum. The J.D. Power online service provides historical value data to find the vehicle’s value on the
date of purchase. In this case, we entered a VIN, Date of Purchase, and purchase Mileage into J.D. Power, and
selected all applicable vehicle options. J.D. Power returned a “clean retail” value of $21,725.00 based on the
information provided. We have enclosed a printout of the J.D. Power service results of the clean retail value.
To find the Loan-to-Value ratio, we compare this “clean retail” value to the total amount financed on the
Finance Agreement. In this case, the amount financed was $33,271.82; the Customer may verify this amount
with the Retail Installment Sale Contract (“Finance Agreement”) provided to us to calculate the waiver under the
Truth-In-Lending Disclosures, Amount Financed. APPI calculated the LTV ratio by dividing the amount financed
by the “clean retail” value and multiplying by 100. The result is a decimal value representing the percentage of
the amount financed. In this case, the result rounded to the nearest tenth is 153.1%. 153.1% is greater than the
150% retail value covered by the terms of the Addendum. This means that the 3.1% overage, plus any interest or
finance charges resulting from the 3.1%, is not covered by the terms of the Addendum.
Because we consider the Vehicle to be “over-financed” based on the terms of the Addendum, we determined
the payoff balance on the date of loss as though the Finance Agreement had an amount financed of $32,587.50,
which is 150% of the “clean retail” value, considering equal installment payments over the term of the Finance
Agreement at the interest rate found in the agreement terms. On the Date of Total Loss, September 9, 2023, if
the amount financed was 150% of the Vehicle's retail value and 6 payments beginning March 18, 2023, and
every 18th thereafter were made on time and in full as directed by the Finance Agreement, we would expect
$31,169.52 principal balance remaining. That figure is the value we use to determine the Customer’s waiver
benefit.
To calculate the waiver benefit of the Addendum, we start with $31,169.52, then subtract $2,579.84 for the
cancelation of a Service Contract, which is not covered per the terms of the Addendum. The result is $28,589.78,
representing the Outstanding Balance as defined by the Addendum. The definition of Outstanding Balance is a
term of the Addendum and can be found in SECTION 1 – DEFINITIONS, restated as follows:
“Outstanding Balance” - The amount in U.S. currency required to satisfy the Finance Agreement
payoff as of the Date of Loss. The Outstanding Balance shall be determined based only on the
amount You originally borrowed to purchase the Vehicle. Amounts added subsequent to the
purchase of the Vehicle including but not limited to collateral protection insurance, unearned
finance charges, rental expenses, taxes, Delinquent Payments, past due amounts, late charges,
extensions of maturity, salvage, repossession expense, towing and storage are not included. The
Outstanding Balance shall be reduced by any proceeds that can be recovered from the
cancelling of any items, such as a service contract, credit insurance, or other similar items that
were included in the Finance Agreement. In the absence of Primary Insurance Carrier coverage,
the Outstanding Balance shall be reduced by any costs incurred in obtaining an estimate for
repair of the Vehicle. The Outstanding Balance, at the Date of Loss, shall be determined by the
lower of (1) the Finance Agreement original payment schedule or (2) the Equal Monthly
Installment Method. If additional collateral is secured under the Finance Agreement, the
described Vehicle shall bear a proportionate share of the total Outstanding Balance (in
proportion to the amortized amount You originally borrowed directly related to Your purchase
of the Vehicle).
From the $28,589.78 Outstanding Balance, we then subtract the Primary Insurance Carrier Settlement of
$24,509.99 for a total GAP waiver benefit of $4,079.79. APPI has instructed the Finance Company to waive the
benefit amount of $4,079.79. The Finance Company acknowledged the waiver on or about December 26, 2023.
It is clear from the above that our Loan-to-Value determination of 153.1% is correct based on the value data
provided by J.D. Power in adherence to the terms of the Addendum. However, we understand that the
Customer disputes our calculation and, therefore, considers our authorized waiver benefit to be incorrect. As
“evidence,” the customer points to the Primary Insurance Carrier’s determined value on the Date of Loss, and
that the determined value is an increase over our prior balance. In our prior response, we pointed out that the
Customer was incorrect in asserting that the insurance value was over $24,000.00. In fact, the Primary Insurance
Carrier determined a vehicle value of $22,400.00. It was only after legally required taxes and title fees were
added that the insurance settlement became $24,509.99. However, the legally required taxes and title fees are
not a part of the vehicle value. We have enclosed the settlement breakdown prepared by the Primary Insurance
Carrier as evidence of the insurer’s vehicle value.
It is true that the value of the vehicle of the Date of Loss, September 9, 2023, is $22,440.00, which represents an
increased value from the value on the Date of Purchase, February 1, 2023, of $21,725.00. This increase is a total
of $715.00. We are aware that it is generally understood that vehicles decrease in value over time and that
general understanding is likely why the Customer believes the valuation is incorrect. But that general rule is not
always the case. In truth, vehicle values fluctuate daily. However, such day-to-day fluctuation is not considered
when calculating the waiver benefit. Therefore, the values on the Date of Purchase and Date of Loss are
independent of one another when determining the waiver benefit under the terms of the Addendum.
As stated above, we are confident that our waiver benefit calculation of $4,079.79 is the correct benefit based
on the terms of the Addendum. That said, we understand that this complaint stems from our determination that
the Vehicle was financed at 153.1% of its value, resulting in a reduction of the Outstanding Balance eligible for
coverage under the terms of the Addendum. In an effort to resolve this issue, we will reach out to Mr. *******
and propose a potential amicable resolution.
We thank you for the opportunity to respond and hope that the Customer accepts the offer above. Otherwise,
we will respond to the lawsuit accordingly.
Initial Complaint
Date:12/06/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
They are not paying my claim. Gave them everything they asked for. They just give you the run around. They are ruining my credit. Terrible company….
Business Response
Date: 12/18/2023
December 18, 2023
ATTN: ****** *****
BBB of Central Ohio
1169 Dublin Road
Columbus, OH 43215-1005
Re: Customer Name: ******** ******
Complaint ID: 20968700
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 Volkswagen of St.
Augustine (the “Seller”). The Addendum is an agreement between the Customer and the Seller wherein the
Seller agrees to waive the difference between the Outstanding Balance of the Finance Agreement and the Actual
Cash Value as of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and
forms a part of the Finance Agreement with Ally Financial (the “Finance Company”) as a successor in interest.
The Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party to either
agreement.
After a complete and thorough review of APPI’s records, we find that the Total Loss, which occurred on or
February 13, 2023, was not reported to APPI until on or about May 18, 2023. The Customer was issued an
insurance settlement on or about March 30, 2023, and per the terms of the Addendum, had 90 days from that
date, or until June 28, 2023, to submit all required documentation. Our records indicate that a complete
Reporting Form, a required document under the terms of the Addendum, was not received until after the
90-day deadline. However, APPI has processed the waiver benefit request and authorized a complete waiver
benefit of $7,602.06, calculated per the terms of the Addendum as follows:
Payoff Balance as of Date of
Loss $ 31,193.62
The principal balance calculated as if all
payments had been made on time and in full
per the terms of the Finance Agreement.
LESS Primary Insurance
Carrier Settlement -$ 19,930.23
The Primary Insurance Carrier Settlement
which represents the Actual Cash Value as
defined by the addendum.
LESS Mileage Deduction -$ 3,661.33
A mileage adjustment made by the Primary
Insurance Carrier, which is not included in the
waiver benefit, per the terms of the
addendum.
Total GAP Waiver $ 7,602.06
The benefit calculation according to the terms
of the Addendum.
As stated above, a waiver benefit was authorized for $7,602.06. 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:11/18/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company had wrongfully closed my claim. Then in appeal denied my claim even though I did everything on my end and provided then proof they are refusing to pay for the remaining balance after my car was stolen. They said they couldn’t reaf the police report but never communicated that to me until I contacted them twice. Once I received another copy they still denied my claim.
Business Response
Date: 12/04/2023
December 1, 2023
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 a legible copy of the police report, a
required document per the terms of the addendum, was not received until after the 90-day document
submission deadline. However, we received an appeal request from the Customer, and in the interest of
Customer satisfaction, we will waive the submission requirement. A waiver benefit is authorized in the amount
of $2,747.08. 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 $ 23,549.68
The principal balance had all payments been made on
time and in full pursuant to the terms of the finance
agreement.
LESS Service Contract -$ 2,908.34
Funds recovered by the Customer from the cancellation of
a Service Contract financed on the Finance Agreement.
Outstanding Balance $ 20,641.34 The Outstanding Balance, as defined by the Addendum
LESS Primary Insurance Carrier
Settlement -$ 17,894.26
The Primary Insurance Carrier Settlement, which
represents the Actual Cash Value as defined by the
addendum.
Total GAP Waiver $ 2,747.08
The benefit calculation according to the terms of the
Addendum.
As stated above, a waiver benefit was authorized for $2,747.08. 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:11/15/2023
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 APPI GAP Insurance from the KIA Dealership in ******, Illinois. Three months after the vehicle was involved in an accident which left the vehicle inoperable. The State Farm Vehicle Insurance Totaled the vehicle out. APPI GAP company is supposed to pay the remaining balance “GAP”. This company did not comply. They kept sending documents saying they needed different information. It was a hassle! My statefarm representative also tried to assist. Often they said they didn’t receive documentation although they have an internet company portal. The “Portal” often would not work. When sending documents whether through portal or email they say they never received them. It was like a complete run around. Finally after the time frame giving to complete. They denied saying it’s the customer fault for incomplete information. It’s a Scam! I have never in 30 years met such out right display of dishonest business practices.
Business Response
Date: 11/21/2023
November 21, 2023
Better Business Bureau
ATTN: ****** *****
1169 Dublin Road
Columbus, OH *****-****
Re: Customer Name: ****** *******
BBB Complaint ID: ********
Claim No.: ****-****
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 Kia Motor 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 occurred on November 21,
2022, and the primary insurer paid a settlement on December 22, 2022. Per the terms of the Addendum, the
Customer has 90 days from the date of settlement, or until March 22, 2023, to submit documents for claim
submission. Although our initial review indicatesthe requested documents were not received within 90 days, APPI
will nonetheless process the waiver benefit request. A waiver benefit is authorized in the amount of $4,558.09
and calculated as follows:
Payoff Balance as of Date of Loss $ 27,484.93
The principal balance had all payments been made on
time and in full on the date the payment was due
according to the Finance Agreement.
LESS Maintenance Contract
Refund -$ 1,000.00
The purchase price of a maintenance contract on the
Finance Agreement, representing funds recoverable
by the customer for canceling the contract.
LESS Primary Insurance Carrier
Settlement -$ 21,926.84
The Primary Insurance Carrier Settlement, which
represents the Actual Cash Value as defined by the
addendum.
Total GAP Waiver $ 4,558.09
The benefit calculation according to the terms of the
Addendum.
We will advise the Finance Company to waive the total authorized benefit $4,558.09. We note that benefit
processing may be delayed due to the holiday.
Per the terms of the Addendum, funds recoverable from the cancelation of add-on items financed under the
Finance Agreement are not included in the waiver benefit. When calculating the waiver benefit above, we
determined that proof of cancelation refunds was not received by us. However, in the interest of customer
satisfaction, we calculated a waiver benefit using the purchase price of the maintenance contract. If the Customer
provides us with proof of cancelation refunds or else a complete copy of the maintenance agreement proving that
it is not cancelable, then we will review the additional documentation for a potential supplemental benefit. The
document may be sent to APPI via either the web portal or by email to *********************.
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: 11/24/2023
[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:10/30/2023
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.
Bought a car through KIA and purchased the GAP insurance (APPI) at an additional cost. I was in an accident where the car was a total loss. When I filed the claim through them to help pay the remaining balance (amount after my initial car insurance paid they're portion) I was met with nothing but the run around. No matter what documentation I gave them (which was every single thing I ever received either from the dealership or my car insurance) the documents were incorrect. I was never updated about the status of my claim. I felt as if the company continuously asked me for things I did not have in order to run the clock down on my claim, therefore, making it too late for them to submit any payments. I want them to pay for the rest of the amount that they were supposed to pay for the car. Now I have the finance company coming to me asking for the money that I do not have, nor was prepared to pay for because I thought APPI would take care of it.
Business Response
Date: 11/07/2023
November 7, 2023
Better Business Bureau
ATTN: ****** *****
1169 Dublin Road
Columbus, OH 43215-1005
Re: Customer Name: ******* ******
BBB Complaint ID: ********
Claim No.: ****-***
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 North County 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 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 the benefit request file, we find that the Total Loss occurring June 9,
2023, and with an insurance settlement date on or about June 21, 2023, was not reported to APPI until on or
about August 4, 2023. Based on the terms of the Addendum, the Customer has until September 21, 2023, to
submit the required documents. When reviewing the file, we determined that most documents were received by
the September 21, 2023, deadline. However, to date, we do not have copies of any refund checks received for
the cancelation of a service contract and other add-on items financed on the Finance Agreement. Further, there
is a discrepancy between the vehicle value listed on the Vehicle Evaluation Report, $31,628.00, and the value
identified on the insurance settlement breakdown, $33,813.90. Therefore, we requested documents from the
customer to understand the difference in value. APPI requested both the refund checks and evidence of the value
difference from the Customer, even after the deadline of September 21, 2023, with the intent of authorizing a
waiver benefit, but to date, we have not received these documents.
In the interest of Customer satisfaction, APPI will authorize a waiver benefit without additional documents to
understand the discrepancy in vehicle value and without evidence of the cancelation refunds. The authorized
benefit is in the amount of $1,251.80, calculated as follows:
Payoff Balance as of Date of Loss $ 42,075.35
The principal balance of $41,999.04 as of the June 1, 2023
payment, plus $76.31 for 8 days of interest between the date
of last payment and the Date of Loss.
LESS Service Contract Refund -$ 2,995.00
The amount financed for a Service Contract that represents
the refundable amount for cancelation.
LESS “Stargard” Theft Contract
Refund -$ 1,395.00
The amount financed for a Theft Contract that represents
the refundable amount for cancelation.
LESS “Glass Defense” Contract
Refund -$ 195.00
The amount financed for a “Glass Defense” Contract that
represents the refundable amount for cancelation.
LESS “Mobile Clear Shield” Contract
Refund -$ 195.00
The amount financed for a “Mobile Clear Shield” Contract
that represents the refundable amount for cancelation.
Outstanding Balance $ 37,295.35 The Outstanding Balance as defined by the Addendum.
LESS Primary Insurance Carrier
Settlement -$ 36,043.55
The Primary Insurance Carrier Settlement, which represents
the Actual Cash Value as defined by the addendum.
Total GAP Waiver $ 1,251.80
The benefit calculation according to the terms of the
Addendum.
As stated above, a waiver benefit is authorized for $1,251.80. We will advise the Finance Company to waive the
authorized amount. We want to note that if the Customer provides us with copies of refund checks for the
cancelation of the financed service contract and other add-on products or with complete copies of the contracts
to prove they are not cancelable, then we will review the additional documentation for potential supplemental
benefit.
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:09/18/2023
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.
My car was stolen on Jan 6th, 2023. enters start date of gap claim, I have called month after month, been told story after story, Ill check with them and him and her and get back to you. I was told my claim was closed but then reopened after the requested documents were found in a different system. For 8 months I've been shuffled around and then I get a denial letter EIGHT Months Later, its complete balderdash and I want an in-depth investigation and payment for my claim. I gave, sent, reported, even called companies on your behalf to ensure requested documents were received. This is not acceptable and I demand it be looked into. I can provide reference number and more upon receipt of formal email at attached email. The amount I paid is a round number for the computer, the exact amount would of varied based on time of cancelation per the many staff I have spoken to, May 19 notes , staff female states claim sent for review
June 12th note sent up for review, same day via phone
***** ******** “sending a few emails to see whats going on”<<
Business Response
Date: 09/29/2023
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 *** **** 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 *********** Financial Services, 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 on January 6, 2023,
wasreported to our office on or about February 7, 2023. The insurance settlement occurred on February 10, 2023,
and the customer has 90 days from the settlement date, or until May 11, 2023, to submit all required documents
to us, per the terms of the Addendum. By May 11, 2023, Premier had received some documents but was missing
copies of a reporting form and a refund check for the cancellation of a Vehicle Service Contract, both of which are
required documents per the terms of the Addendum.
On or about June 30, 2023, the customer submitted an online version of the Reporting Form, initially sent as an
email attachment to the customer on or about March 16, 2023. However, to date, we do not have a copy of a
refund check for the cancellation of a Vehicle Service Contract. Because the Reporting Form was received after
the May 11, 2023, deadline, and a copy of the refund check has not been received to date, APPI maintains that is
well within its administrative duties to recommend a denial for lack of documentation. However, in the interest
of Customer satisfaction, if the customer provides a copy of the refund check for canceling the Vehicle Service
Contract, then APPI will waive the documentation deadline requirement and process a waiver benefit. As a
courtesy, APPI has attempted to calculate the GAP waiver benefit, but as shown below, we cannot know the exact
waiver amount until the refund check copy is received. The calculation is as follows:
Payoff Balance as of Date of Loss $ 20,302.22
The principal balance had all payments been made on
time and in full on the date the payment was due
according to the Finance Agreement.
LESS Vehicle Service Contract
Refund -$ 2,995.00
A placeholder value for the Service Contract refund,
representing the Service Contract value on the date
of purchase.
LESS Primary Insurance Carrier
Settlement -$ 16,522.24
The Primary Insurance Carrier Settlement, which
represents the Actual Cash Value as defined by the
addendum.
LESS Condition Adjustment -$ 1,014.57
A condition adjustment made by the Primary
Insurance Carrier, which is not covered by the
Addendum pursuant to its terms and conditions.
Total GAP Waiver $ -229.59
The benefit calculation according to the terms of the
Addendum. A negative number represents there is
no GAP Amount as defined by the Addendum, and no
waiver benefit is available to the Customer. The GAP
Amount is subject to change once the actual Vehicle
Service Contract refund is received by us.
To summarize, a Reporting Form document was not received by APPI until after the May 11, 2023, deadline to
submit documentation. Further, a Vehicle Service Contract refund check has not been received by us. APPI
maintains that it is well within its administrative capacity to recommend the denial of the waiver benefit due to
the late documentation. However, APPI will waive the submission deadline requirement if the Customer provides
us with a copy of the refund check for canceling the Vehicle Service Contract. As a courtesy, APPI attempted to
calculate the potential waiver benefit, as demonstrated above, but cannot determine a potential benefit without
evidence of the exact Vehicle Service Contract refund. The document may be sent to APPI via either the web
portal or by email to *********@appiadm.com.
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: 10/02/2023
I accept the business's response to resolve this complaint.

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