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:05/23/2023

  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.

  APPI denied a Gap coverage claim based on facts that were not provided to me, the consumer, at the time of purchase or at any point thereafter. Neither the dealership nor APPI has ever given me or sent me proof of coverage showing all of the details regarding the Gap plan I purchased. Therefore, I had no idea what was or wasn't covered in the plan and was under the assumption that if my vehicle insurance company, American Family Insurance, approved coverage of an accident then a Gap plan would approve the coverage under the same accident.

  Business Response

  Date: 05/26/2023

  May 26, 2023
  Better Business Bureau
  ATTN: ****** *****  
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: BBB Complaint ID: 20094147
  Claim No.:    2305-900     
  Dear ****** *****:
  Advanced Protection Products International, Inc.  (“We”, “Our” or “APPI”) is in receipt of the complaint made by
  ***** ********* (the “Customer”) dated May 24, 2023,regarding a benefitrequest made undertheir Guaranteed
  Asset Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Kingdom Car Center,
  LLC (the “Seller”).  The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees
  to waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as
  of the Date of Loss, subject to the terms and conditions of the Addendum.  It is attached to and forms a part of
  the Finance Agreement with Citizens Community Credit Union as a successor in interest. The Addendum is not an
  insurance nor 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 relating to the waiver benefit request, We confirm that
  the request was denied due to negligence.   A denial for negligence in this case is proper due to the driving
  conditions which caused Total Loss of the vehicle.    The terms of the Addendum explicitly exclude Total loss
  resulting from negligence.  Please see SECTION 4 – EXCLUSIONS, Item 2, of the Customer’s Addendum, restated
  as follows:
  This GAP Addendum does not apply to:
  2. Total Loss resulting from DWI/DUI or any intentional act, forgery or any criminal or illegal,
  intentional, willful, reckless, negligent or wanton act committed by You or any authorized driver;
  In this case, APPI states that the Customer knew or should have known of the exclusions set forth in the terms of
  the Addendum.    The Customer affirmed, by their signature on the GAP Addendum, that they agreed to the
  conditions of the Addendum.  Page 1 of the Addendum explicitly states that waiver of any GAP Amount is subject
  to the terms, conditions, eligibility, limitations, and exclusions described in the Addendum.  For the Customer’s
  benefit, a complete copy of the Addendum is attached. Because of the exclusion restated above, no waiver of the
  GAP Amount is due or available to the Customer.  Any balance remaining pursuant to the Finance Agreement
  remains the Customer’s responsibility.
  I thank you for the opportunity to explain APPI’s position in this matter.  If there are any questions, the Customer
  may reach out to me directly.
  Sincerely,
  ******** ****
  ******** ****
  Legal Compliance
  Consumer Relations
  Email: *************************

  Customer Answer

  Date: 05/30/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20094147
  
  

  I may have signed the Addendum but it still boils down to the fact that there was never any "contract" explanations of inclusions and exclusions.  At the time of the purchase all I received was the addendum and nothing from Kingdom Car or APPI regarding the actual contract.  Therefore, how am I supposed to know what was excluded? That is poor company follow thru and very misleading to purchase a product thinking our contract would come in the mail. I request a complete refund of the Gap Protection that we paid in the amount of $595.00 for purchasing a product that was misleading and no information provided to the consumer.
  
  
  
  Regards,
  
  
  
  ***** *********

  Business Response

  Date: 06/01/2023

  June 1, 2023
  Better Business Bureau  
  ATTN: ****** *****  
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: BBB Complaint ID: 20094147
  Claim No.:    2305-900     
  Dear ****** *****:
  Advanced Protection Products International, Inc.  (“We”, “Our” or “APPI”) is in receipt of the reply made by James
  ********* (the “Customer”) to our complaint response.  The complaint regards a benefit request made under the
  Customer’s Guaranteed Asset Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased
  from Kingdom Car Center, LLC (the “Seller”).
  It appears that there is confusion surrounding the terms used during the waiver benefit request process.  Please
  be advised that any references to a “contract” or an “Addendum” are referring to one in the same document,
  which we refer to as an “Addendum” in our initial response and below.  The Customer has stated that they have
  a copy of the Addendum.  Therefore, there should be no ambiguity regarding the explicit terms and conditions
  which caused the denial of negligence.
  That said, and while not stating any fault or inaccuracy in our waiver benefit determination, APPI will honor the
  Customer’s request for a full refund of the purchase price of the Addendum of $595.00.  The cancellation refund
  will be applied to the Customer’s balance due pursuant to the Finance Agreement.  Any balance due after the
  refund is applied remains the responsibility of the Customer.
  I thank you for the opportunity to explain APPI’s position in this matter, and we consider the Customer’s complaint
  to be fully addressed.  If there are any questions, the Customer may reach out to me directly.
  Sincerely,
  ******** **** 
  ******** ****
  Legal Compliance
  Consumer Relations
  Email: *************************

• Initial Complaint

  Date:05/08/2023

  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.

  I filed a claim for my gap benefits, my car was totaled in a car accident on 11/11/2023. The car was totaled by Geico insurance company. APPI sent a denial letter stating I had submitted documents too late. I appealed it and proved to them I had submitted my documents in a timely matter and that their system did not process them in time. So they sent another denial letter stating that the cars damage was not considered totaled. But the car was considered totaled by Geico Insurance company adjuster who actually went to inspect car. APPI adjuster never called me to inspect cars damage or total value in which you would need the mileage for.

  Business Response

  Date: 05/19/2023

  May 19, 2023
  ****** *****   1169 Dublin Road
  Columbus, OH 43215-1005
  Re: BBB Complaint ID: 20030620
  Claim No.:    2301-5459     
  Dear ****** *****:
  Advanced Protection Products International, Inc.  (“We”, “Our” or “APPI”) is in receipt of the complaint made by
  ****** ******** (the “Customer”) dated May 8, 2023, regarding a benefit request made under their Guaranteed
  Asset Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Car Factory Outlet
  (Hollywood) (the “Seller”).  The Addendum is an agreement between the Customer and the Seller wherein the
  Seller agrees to waive the difference between the Outstanding Balance of the Finance Agreement and the Actual
  Cash Value as of the Date of Loss, subject to the terms and conditions of the Addendum.  It is attached to and
  forms a part of the Finance Agreement with Santander Consumer USA as a successor in interest. The Addendum
  is not an insurance nor 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 relating to the waiver benefit request, We confirm that
  there is no GAP Amount pursuant to the terms of the Addendum, and no waiver benefit is due to the Customer.  
  According to our file, the file was initially denied because documents were not provided within a specified
  timeframe.  In this case, the Customer advised that there was no insurance in place on the Date of Loss.  Please
  refer to SECTION 9 – BENEFIT REQUEST PROCEDURE, Item 3, partially restated as follows:
  3. You must provide the following documentation to the Administrator within ninety (90) days of
  the Primary Insurance carrier’s settlement. If there is no Primary Insurance coverage in place on
  the Date of Loss, then all documentation must be submitted within ninety (90) days of the Date
  of Loss. All documentation must be complete, legible, and submitted within the time frame
  described herein. Your failure to submit the required documentation within the required the time
  frame may result in denial of the benefit request.
    
  As stated above, the file was initially denied for documents not being received within 90 days of the date of loss.  
  However, that denial was reversed on appeal, because it was a matter of confusion regarding a certain document.  
  We allowed the correct document to be submitted and the claim was reviewed for a Total Loss.  Because there
  was no insurance in place, APPI calculated Total Loss with respect to the definition found in the Addendum.  Please
  see SECTION 4 – DEFINITIONS, the Total Loss definition, restated as follows:
  ? Total Loss means that the Vehicle is deemed a Total Loss by a Primary Insurance carrier due to an
  insured peril.  In the event that Total Loss does not involve a settlement payment by a Primary
  Insurance carrier, the Vehicle shall be considered a Total Loss if (a) it has been involved in a
  collision or sustains major damage whereby the cost to repair the Vehicle exceeds ninety percent
  (90%) of the Actual Cash Value on the Date of Loss; or (b) if the Vehicle has been stolen and has
  not been recovered within thirty (30) days from the date of the original police report evidencing
  theft of the Vehicle.   
  To determine the Total Loss value, APPI compares the repair estimate provided by the Customer to the Actual
  Cash Value.   APPI has no reason to appraise the vehicle because of the way the vehicle value is determined.  
  Therefore, we had no need to make arrangements for an inspection before our benefit decisions were issued.  
  Instead, the Addendum states the method to determine the Actual Cash Value on the Date of Loss when there is
  no insurance in place.  Please see SECTION 4 – DEFINITIONS, the Actual Cash Value definition, 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.
  In this case, the cost to repair was below 90% of the car’s determined value on the Date of Loss using the JD Power
  Retail Value Guide (please note that N.A.D.A. merged with and into JD Power).  As such, the waiver benefit was
  denied, because the Vehicle did not meet the definition of a Total Loss.  However, the Customer again appealed
  the decision, and provided State Statutes stating that a Total Loss should be determined by a repair cost of 80%
  or more of the vehicle value.  While APPI was not aware of the Statute at the time of its denial, APPI defers to the
  Statutes when determining a waiver benefit.  Therefore, because the cost to repair the vehicle was above 80% of
  the determined value, the denial was reversed, and a potential waiver benefit was calculated.
  As stated above, the Addendum waives the difference between the Outstanding Balance and the Actual Cash
  Value on the Date of Loss.    The definition of Actual Cash Value is restated above.    Please see SECTION 4 –
  DEFINITIONS for other relevant definitions, which are restated as follows:
  ? Date of Loss means the date on which the damage or theft occurred.
  ? Delinquent Payment means any amount as required by the original terms of the Finance
  Agreement that, as of the Date of Loss, has remained unpaid after the due date.
  ? 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).
  We determined the Payoff Balance on the Date of Loss to be $22,423.48.  This value was based on the Finance
  Agreement’s original payment schedule, had all payments been made on time and in full.  From this amount, we
  also deducted the purchase price of a service contract.  Please note that the Outstanding Balance is reduced by
  proceeds that can be recovered from the cancellation of items such as a service contract that is financed with the
  vehicle on the date of purchase.  In this case, we have not received proof of an actual cancellation refund dollar
  value, or proof that the service contract is non-cancellable.  If the Customer is able to provide this proof, APPI will
  be able to adjust its calculation for a potential waiver benefit.    Finally, we subtract the Actual Cash Value of
  $22,350.00.  A complete breakdown of the waiver benefit calculation is as follows:
  Payoff Balance as of Date of Loss $ 22,423.48
  Determined balance as if all payments had been made in
  full and in a timely manner pursuant to the terms of the
  Finance Agreement.
  LESS Service Contract  -$ 2,055.00
  The purchase price of a Service Contract.  If the customer
  can provide proof of the actual cancellation refunds, or
  proof that it is non-cancellable, then APPI will adjust this
  value in the waiver benefit calculation
  Outstanding Balance $ 20,368.48 The Outstanding Balance as defined by the Addendum
  LESS Primary Insurance Carrier
  Settlement -$ 22,350.00
  The Actual Cash Value as defined by the Addendum, the
  value of the vehicle based on the JD Power retail value
  guide on the date of loss.
  Total GAP Waiver -$ 1,981.52
  The benefit calculation pursuant to the terms of the
  Addendum.  Please note that a negative value that there is
  no waiver benefit available or due to the customer.
  As stated above, there is no waiver benefit available or due to the Customer.  If the Customer is able to provide
  proof of the actual cancellation refunds, or proof that the contract is non-cancellable, APPI will review this file
  again for a potential waiver benefit.
  In the complaint, the customer references a GEICO appraisal of the vehicle.  However, the customer has previously
  advised that no insurance was in place on the Date of Loss.  APPI relied on the customer’s statement that no
  insurance was in place to calculate a potential waiver.  However, if GEICO did in fact issue a settlement, APPI did
  not receive it.   As stated above, whether or not insurance was in place on the Date of Loss does impact the
  calculation APPI uses to determine a waiver benefit.  If an insurance settlement check, settlement breakdown,
  and evaluation report were provided to APPI by the customer related to the Total Loss, APPI will happily re-review
  the file for a potential waiver benefit.
  As it stands, the Customer is responsible for any remaining balance due 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 reach out to me directly.
  Sincerely,

  Customer Answer

  Date: 05/22/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20030620
  
  
  
  I am rejecting this response because: The last denial letter I received from APPI quoted the vehicle at 24,350. I did not receive any correspondence from the company after the second denial letter was sent out. While I did not have insurance at the time the person at fault did and there was a settlement of 10,000 for collision damage sent to the finance company.
  
  
  
  Regards,
  
  
  
  ****** ********

  Customer Answer

  Date: 06/15/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  
  
  Complaint: 20030620
  
  
  
  I am rejecting this response because: 
  The beginning loan balance was 43,418.88. Payments begin 4/20/2021 at 603.04 til 11/11/2022 totaling 11,457.76 the balance of the loan is 31,937.88.
  
  Regards,
  
  
  
  ****** ********

  Business Response

  Date: 06/15/2023

  June 15, 2023
  ****** *****  
  1169 Dublin Road  
  Columbus, OH 43215-1005
  Re: BBB Complaint ID: 20030620
  Claim No.:    2301-5459     
  Dear ****** *****:
  Advanced Protection Products International, Inc.  (“We”, “Us”, “Our” or “APPI”) isin receipt of the reply by ******
  ******** (the “Customer”) to our second response, regarding a benefit request made under their Guaranteed
  Asset Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Car Factory Outlet
  (Hollywood) (the “Seller”).
  The Customer states that the beginning loan balance was $43,418.88.  However, that number is incorrect.  The
  total amount financed was $26,651.43, as evidenced by the Installment Sales Contract provided by the Customer.  
  $43,418.88 is the total of principal plus interest that the customer would have paid over the life of the loan if the
  loan had matured.  Regardless, the amount that matters to the waiver benefit request is the payoff balance on
  the date of loss, which is calculated as previously advised, pursuant to the terms of the Addendum, at $22,423.48
  had all payments been made in full and in a timely manner.   
  I thank you for the opportunity to explain APPI’s position in this matter and we consider the Customer’s complaint
  fully addressed.  If there are any questions, the Customer may reach out to me directly.

• Initial Complaint

  Date:04/20/2023

  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 has failed to finalized a claim for a totaled vehicle that was initiated in 1/2023 and it is going on 4 months. As of 4/20/2023 has failured to provide paperwork, updates, return emails and calls. We are paying $1700 each month between keeping the loan current to not affect credit and lyfts/ubers to get to and from work. In addition, this companies' lack of response is holding up an approved auto loan. Messages and emails were also escalated to the supervisor multiple times who also failed to respond. The customer service experience is disappointing and unacceptable.

• Initial Complaint

  Date:12/08/2022

  Type:Billing 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 need them to pay the balance of the car to Ally Finance. And whatever is left over to pay to me. 16972.68 was paid  by Kemper Insurance to Ally Finance. And they have not paid it and giving me the run around. Kemper Ins has paid their part to the finance company and APPI wont pay.