Complaints

This profile includes complaints for National Automotive Experts/ NAE/NWAN ( A Portfolio Company)'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  National Automotive Experts/ NAE/NWAN ( A Portfolio Company)

  8370 Dow Cir #100 Strongsville, OH 44136-1778

  
• 

  National Automotive Experts/ NAE/NWAN ( A Portfolio Company)

  14955 W Sprague Rd STE 200 Strongsville, OH 44136-1799

  
• 

  National Automotive Experts/ NAE/NWAN ( A Portfolio Company)

  PO Box 30308 Cleveland, OH 44130

  

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:04/30/2025

  Type:Product 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 mechanic called the warranty company and provided printouts of engine misfires. Mechanic was told he needed to pull apart the intake and run a compression test before they would approve a claim. Fast forward a week later, my mechanic notified that cylinder 4 failed compression and the only way to fix it was a new engine. My mechanic called and provided estimate and all paperwork. My mechanic was told an adjuster would be out in 3 days to inspect the car. A week later no communication from the warranty company. My mechanic called me and asked me to call to follow up because every time he calls, he's on hold for over 2 hours to get a representative. I called and spoke to a rep who notified me that the company now wants maintenance records. I called my mechanic back and he explained he asked them if they needed anything before sending an adjuster, and the rep told him they had everything they needed. I called back the warranty company and spoke to John Thompson and notified him that my mechanic was told they had everything they needed and were sending an adjuster. He again stated I needed to send maintenance records. We discussed that I get full synthetic oil changes every 5-8k miles and he stated if I could provide receipts (which I provided) that I used full synthetic, I could go 10k miles between oil changes. He also told me if my claim was denied that they would not void my entire warranty only deny the claim. I sent over my records to John and did not hear back from him for a week. I reached out again via email asking for an update and got a response that my claim was denied due to not being on time with oil changes. I responded and asked him what about the 10k conversation we had. He told me he'd get back to me. 3 days later no response, I emailed again for update, was told warranty voided still. Car been at shop for almost a month! Never speak to same rep via phone. No one communicates. Lied to! Now owe 800 for diagnostic with a broken car.

  

  Business Response

  Date: 05/05/2025

  This letter is in response to BBB Complaint ID# ******** *** ******* ****** ******* *******. Our 
   records indicated the purchase of a Portfolio Protection Extreme Wrap: Supreme Unlimited 150 Wrap 
   (without Lifetime) service agreement, from ******* ******* ****** ********** ** *********** ** on 
   07/01/2021 The service agreement expires on March 3, 3333. Or 150,000 miles. 
  
   We sincerely apologize for the time taken to process this claim.  This claim was thoroughly reviewed and 
   remains denied. 
  
   This claim is denied as the contract is voided for failure to follow the maintenance requirements of the 
   agreement. 
  
   Per the contract guidelines, you must perform the maintenance on your vehicle as outlined in your 
   owner’s manual with the selling dealer or a repair facility which has been pre-authorized in order for this 
   agreement to be valid. 
  
   The agreement states: In the event the manufacturer requires the VEHICLE to be serviced using a 
   synthetic oil or synthetic oil blend, and the maintenance schedule is not defined by time or mileage, 
   YOU must have YOUR VEHICLE serviced every 12 months or 10,000 miles, whichever comes first. The 
   agreement allows a one month or 1,000 mile grace period for services to be completed. 
  
   The records provided indicate a gap in authorized service of 5,149 miles between 4/30/2022 at 96,260 
   miles and service performed on 8/27/2022 at 101,409 miles. This is 149 miles over the recommended 
   service interval. 
    
   The records provided indicate a gap in authorized service of 5,120 miles between 8/27/2022 at 101,409 
   miles and service performed on 2/24/2023 at 106,529 miles. This is 120 miles over the recommended 
   service interval. 
    
   The records provided indicate a gap in authorized service of 8,669 miles between 2/24/2023 at 106,529 
   miles and service performed on 8/2/2023 at 115,198 miles. This is 3,669 miles over the recommended 
   service interval. 
    
   The records provided indicate a gap in authorized service of 5,717 miles between 11/30/2023 at 
   124,069 miles and service performed on 4/13/2024 at 129,786 miles. This is 717 miles over the 
   recommended service interval. 
    
    
  
                                 ******************* 
   ********* ******** ******** ***** ********** *** ********* ********* ********* **** *** ***** ********** 
   ******** **** ** *** ***** *********** *** **** * ****** ***** ********** ** ********* ******** **** 
  
                                           
                                                                                  
                                                                                 
   
  
  
  The records provided indicate a gap in authorized service of 10,346 miles between 7/11/2024 at 
  134,275 miles and service performed on 4/21/2025 at 144,621 miles. This is 5,346 miles and 3 months, 
  10 days over the recommended service interval. 
  
   
  
   If the account holder would like to speak to me directly, they can contact me at ************. Should 
  you have additional information, we welcome its submission for our review.  
  
   
  
  Portfolio 
  
  Sincerely, 
     
  **** ********* 
  ********** ****** **** 
  ***** ******** 
                                                     
  
  
                           
                                          

  Customer Answer

  Date: 05/08/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Per your response and what I was told via telephone you have provided that I could drive up to 10k miles, not one of my oil changes were over 10k miles, all except for one, was around 5k miles, also per the records I sent your company, I did not have a gap in any service for more than 3 months. If I must resend the records to someone else as it seems all of your representatives do not know what they are doing nor do they give out the proper information. Also per my contract nowhere does it state that maintenance (oil changes) must be at the facility that I purchased the car, nor does it say I need prior approval from your company, the requirement you are speaking of is only for repairs, I had prior authorization from your company prior to putting in this claim to do the work at Lynn Layton. Per my contract: 

   

  11. MAINTENANCE REQUIREMENTS: In order to keep this Service Contract in effect, you must have the
  Vehicle checked and serviced according to the manufacturer's recommendations and maintain
  verifiable receipts for the maintenance services performed. If You perform the maintenance services,
  then You must maintain verifiable receipts showing purchase of all parts and materials necessary to
  perform the maintenance services, along with a statement showing the date and mileage on which
  they were performed. We may require that You submit proof of maintenance services when a Claim
  is filed and failure to do so may result in denial of coverage.

   

  Therefore, I do not see any substantial reason why my claim was denied and my warranty voided.  I am still requesting approval of claim and re-instatement of my policy. I can also send you a copy of MY contract as I am not sure what contract you are looking at. 
  
  
  
  Regards,
  
  
  
  ******* *******
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 05/15/2025

   We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand 
    it can be disappointing when coverage is not extended to meet your satisfaction. Benefits are as listed on the 
    contract, and claims are reviewed in accordance with the contract. After review, under the Extreme Wrap: 
   Supreme Unlimited 150 Wrap contract, the manufacturer’s recommendations require the engine oil and filter to 
   be changed every 6-months or 5,000 miles per the owner’s manual. Per the maintenance records provided there 
   are five instances where the manufacturer’s recommended interval was exceeded by mileage and one by time.  
    
   Under the Extreme Warranty: Powertrain Plus 200 contract it requires the oil and filter to be changed every 12-
   months or 10,000 miles and allows for a 1-month or 1,000 miles grace. The records would meet the 
   requirements to be handled through the powertrain agreement, but the vehicle would be required to return to 
   the selling dealer ******** ******* ****** **********) as per the contract it requires to return to the selling 
   dealer if within 150 miles. 
    

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a follow up to the other complaint I issued. The problem was a broken pin that they refused coverage. We paid for breakdown to get pics of the problem then they denied coverage based on scuff marking pin maid when it broke so they were going to put it back together and now it broke other parts and I need a whole new engine now all because of the broken pin that should of been covered. No technician or anyone else can figure out why it would of been denied. Now I have no car no loaner car and need a whole new engine when the repair would of been half the amount at the beginning

  

  Business Response

  Date: 04/10/2025

  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand
  it can be disappointing when coverage is not extended to meet your satisfaction. Benefits are as listed on the
  contract, and claims are reviewed in accordance with the contract. After review, we received a claim for a failed
  camshaft. After further diagnosis, it was determined the cause of failure was due to dowl pin sheering off/failing
  on cam gear causing internal damage. The agreement specifically excludes failure or loosening of nuts,
  fasteners, or bolts. As the pin is a fastener and the cause of failure, the claim was denied as excluded from
  coverage per the agreement.

  Customer Answer

  Date: 04/11/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ***** *****
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9/20/2024 my vehicle was sent to a shop to have a new engine replaced under my Extreme Wrap: Supreme Plus 100 Wrap warranty through NAE/NWAN. Over six months later, 3 engines later, 2 bad engines and 1 incorrect fitting engine, my vehicle is still not repaired and sitting on a lift waiting for NAE/NWAN to ship a new, properly functioning and correct fitting engine. During the first 2 engines I was able to call and speak to a representative at NAE/NWAN about the claim status but recently I am now only able to contact them via email. In these emails their response is always that I need to contact the advisor (the dealership repairing my vehicle). The advisor claims that NAE/NWAN is whom I need to contact about any additional details. The advisor has also stated that they have returned the 3rd engine over 3 weeks ago and that NAE/NWAN has failed to give them any new information regarding a 4th engine being sent. I have requested through email that a superior member of NAE/NWAN contact me to resolve this ongoing issue with my engine replacement but yet have I received a response. All I have wanted is for NAE/NWAN to fulfill my warranty contract with a good, new engine. Yet all they seem to send are used, faulty and/incorrect engines. Their lack of customer service is unfavorable and their response to repairing issues in a timely manner is completely unacceptable.

  

  Business Response

  Date: 04/07/2025

  We appreciate your feedback and apologize for the situation that led to your dissatisfaction. We understand it
  can be disappointing when coverage does not meet your expectations.
  We have reached out to the supplier on 4/2/25, rental coverages will be supplied from when the warranty for
  the replacement engine took place and until completion of repairs.
  The supplier has been collaborating with the repair facility to ensure an adequate replacement engine is sent as
  quickly as possible. The supplier will be in touch with the facility on Monday, 4/7, to discuss the shipment of
  another unit.
  

  
  

• Initial Complaint

  Date:04/01/2025

  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.

  To Whom It May Concern,
  
  I am filing this complaint due to a complete failure on the part of NAE/NWAN to honor the “Warranty for Life” powertrain coverage I was sold with my 2019 Ford F-150.
  
  I have owned this truck for approximately three years. It has been meticulously maintained, with all oil changes and required services performed exclusively through Ford dealerships, as required by the warranty terms. The purpose of adhering to this strict service protocol was to ensure continued eligibility and peace of mind in the event of a major powertrain issue—exactly the situation I’m facing now.
  
  Recently, my truck began to experience serious performance issues. Upon inspection by the Ford service department, I was informed that there is only 15% compression in cylinder 6, with misfires on cylinders 3 and 5. In short, the vehicle needs a new engine—a covered component under the warranty.
  
  Despite this clear mechanical failure, NWAN has denied the claim without performing a teardown or thorough investigation. After holding my truck for a full week, they refused coverage based on incomplete information. They have also failed to respond to multiple phone calls, leaving me in the dark with a disabled vehicle and a massive repair bill.
  
  I purchased this truck—and followed every requirement to a T—because I was promised the security of a Lifetime Powertrain Warranty. That warranty now appears to be meaningless. I will not be paying Ford out-of-pocket for a new engine that should be fully covered.
  
  This experience has not only been frustrating but feels deceptive. If a company sells a “Warranty for Life,” then they must live up to the obligations of that contract. Denying claims without due diligence and avoiding contact is not just bad business—it’s unethical.
  
  I am requesting that NWAN Approve the engine replacement under the warranty

  

  Business Response

  Date: 04/04/2025

  We received additional records and the customer’s agreement is now active. We have reopened this
  claim and have contacted the repair facility for the cause of failure information. Please allow us time to
  process the claim accordingly. If you have any further questions or would like to discuss this matter,
  please feel free to contact me at the number provided above. We apologize for any confusion or
  inconvenience caused.

  

  Business Response

  Date: 04/04/2025

  We received additional records and the customer’s agreement is now active. We have reopened this
  claim and have contacted the repair facility for the cause of failure information. Please allow us time to
  process the claim accordingly. If you have any further questions or would like to discuss this matter,
  please feel free to contact me at the number provided above. We apologize for any confusion or
  inconvenience caused.

• Initial Complaint

  Date:03/24/2025

  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.

  With the assistance of ****** ********** in New Albany, we have been trying to get a Supreme Unlimited warranty claim processed through Portfolio. There has been no success in doing that . I purchased the extended warranty coverage when i bought my 2017 Ram Rebel new in 2017, There is no time limit and 100,000 miles allowed under the warranty. The truck has 64,000 miles on it and 2 weeks ago a sticking thermostat caused a coolant leak, The leak resulted in a bad head gasket and cracked cylinder. I have tried to email and call portfolio to get the claim processed. They sent out an adjuster, and that is where it has stopped. There have been no updates, emails or anything. This company is horrible. The truck is at Oxford waiting on Portfolio to approve the claim. Anything that the BBB can do would be appreciated. They should not have an A+ rating. The shop cannot order parts until the claim is approved, and there is delivery time for parts on top of that. Oxford submitted a complete quote to them with all required part numbers and costs and they came back with a $300 initial approval for over $6000.00 worth of work. You cannot call them. I have emailed daily asking for a status. They have stopped responding. This is by far the worst customer service. Assistance from the BBB in this process would be appreciated.

  

  Business Response

  Date: 03/27/2025

  This response pertains to BBB Complaint ID# ******** regarding the account of ***** *****. Our
  records indicate that an ******* ***** ******* ********* *** **** (with Lifetime) service agreement
  was purchased from ******* ******** **** ***** *** of New Albany on 8/5/2017. The service
  agreement is expiring in 100,000 miles.
  Dear ***** *****,
  I hope this message finds you well. Following our review of your claim, we are still awaiting your
  authorization to proceed with the teardown of the cylinder head to assess whether it is warped or
  cracked.
  The technician’s inspection revealed a leak from the driver-side head gasket at the rear of the cylinder
  head. A pressure test was conducted, applying 17 psi to the coolant system, and a video of the leak was
  provided for reference. However, based on these findings, the inspector was unable to identify any
  damage to the cylinder head itself.
  To move forward with an accurate assessment, we recommend removing the cylinder head to check for
  any potential warpage or cracks. This will allow us to make an informed decision regarding the next
  steps in the process.
  Please let us know if you have any additional questions or concerns. We are committed to working with
  you to resolve this matter efficiently and effectively.

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23107725, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  In order to correctly repair the truck, ****** ********** has to replace the cylinder head.  They are currently working on that as I need to have my truck back.  We will be providing additional evidence over and above the video and other information provided that this is not just a head gasket leak as the warranty company states.  They are just trying to delay paying a claim with bogus excuses.  They do not want to own up to the warranty that I was sold.  

  I have been without a vehicle for over 2.5 weeks due to Portfolio's lack of response in this whole process. They are impossible to speak with one on one.  They will not respond to communications that I send.  

  The warranty company is welcome to contact me directly at 740-398-8030 or [email protected]  However, they have refused to do that at this point.   They are doing everything in their power to avoid paying the claim that they sold a warranty for.  

  A claim against Portfolio has already been filed with the Ohio Attourney Genral's office as well.  I would suggest that Portfolio work with me to get this claim paid.  They should NOT HAVE an A+ BBB rating based on the amount of claims and complaints for the same type issues on the BBB website.  

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

• Initial Complaint

  Date:03/21/2025

  Type:Product 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 2015 **** ******** ** with 70k miles in May 2023. Was given a "Warranty Forever!" powertrain warranty as part of the purchase. Faithfully changed oil at Walmart and serviced the Jeep. Less than two years later, in Jan 2025, the engine (at 90k miles) developed a ticking sound. I called the dealer who instructed me to take it to a Jeep dealer and have them file the claim for whatever was found with the warranty company NWAN, Inc.
  
  Turns out it is the well-known Pentastar Engine lifters/cam issue that happens with that model of engine in a high number of cases... literally no fault of mine. Dealer submitted the warranty claim and it was immediately DENIED by NWAN due to 'no pre-authorization' for using Walmart to get my oil changed.
  
  Here is where I believe the company is cheating people -> they would have approved me getting my oil changed at Walmart, however they require I ask them to do so first (which they would then approve). Neglecting to pre-authorize Walmart (which they would have approved) is what voided my warranty. It's not that I didn't service the vehicle correctly, it's that I didn't jump through an administrative hoop I believe they have put in place specifically to void the warranty.
  
  I have taken the exact right care of my vehicle, but just had to spend $5700 because I didn't ask if I could have Walmart change my oil (which they would have approved). To me that screams scam and something designed specifically to void warranties.
  
  If a dealership provides you with a warranty from this company, they are telling you that they want you to have the appearance of protection without actually getting it because the company they have partnered with will try and get out of their responsibility using scummy, awful loopholes.

  

  Business Response

  Date: 03/25/2025

  This letter is in response to BBB Complaint ID# 23097684 for account holder ****** ******. Our records
  indicated the possession of the Warranty Forever: New and Pre-Owned service agreement, from Nick
  M**** ********* ** ******* ** ******** ** on 05/30/2023. The service agreement expires on March 3,
  3333. We sincerely apologize for the time taken to process this claim. This claim was thoroughly
  reviewed and remains denied.
  This claim is denied as the contract is voided for failure to follow the maintenance requirements of the
  agreement.
  Per the contract guidelines, you must perform the maintenance on your vehicle as outlined in your
  owner’s manual with the selling dealer or a repair facility which has been pre-authorized in order for this
  agreement to be valid.
  MAINTENANCE REQUIREMENTS
  This SERVICE CONTRACT contains maintenance, reporting, and recordkeeping requirements that YOU
  must strictly follow or coverage will be denied under this SERVICE CONTRACT. YOU may have the
  required maintenance procedures performed by a REPAIR FACILITY that YOU choose. However, if YOU
  choose to have the maintenance performed by a REPAIR FACILITY other than the SELLING DEALER, YOU
  must call the ADMINISTRATOR in advance of each and every service not performed by the SELLING
  DEALER. Failure to do so will result in denial of coverage under this SERVICE CONTRACT. This call is
  required for OUR internal recordkeeping purposes only. Neither WE nor the ADMINISTRATOR will ever
  require YOU to return to the SELLING DEALER or any other specific REPAIR FACILITY for maintenance.
  If the account holder would like to speak to me directly, they can contact me at 972-284-7442 or
  [email protected].

  Customer Answer

  Date: 03/28/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The business itself admits that the denial of my warranty claim occurred simply because I did not call them first to get approval for Walmart to change the oil. They freely admit they would have approved. Therefore, the requirement to call prior is frivolous, meant solely as a mechanism by which the company can deny claims. The denial therefore is not due to proper service, but instead due to administrative gobble-d-gook designed to cheat the consumer.

  This is a bad actor company selling cheap warranties with stipulations that serve no purpose other than voiding the product they offer. They provide the appearance of value and coverage, knowing full well that they will deny a majority of claims for frivolous administrative hurdles. 
  

  Ask them to provide the percentage of claims denied for this very reason and I would be surprised if you got a response  

  
  
  
  Regards,
  
  
  
  Josh Blades
  
  
  
  
  
  
  
  
  
   

  

  Business Response

  Date: 04/03/2025

  Thank you for your feedback and for taking the time to share your concerns regarding complaint ID ********* I apologize that our previous response did not resolve your issue to your satisfaction. We understand your frustration, and I want to assure you that our intention is not to create unnecessary hurdles but to ensure proper coverage and service under the terms of the warranty. The requirement for prior approval is in place to ensure that repairs are carried out according to our warranty guidelines, which helps us maintain the integrity of our services. We apologize for any confusion or inconvenience this may have caused. Regarding your concern about claims denials, we take such matters seriously. While we may not be able to disclose specific percentages of claims denials, we are committed to improving our processes and ensuring transparency with our customers. If you would like to discuss this matter further, please don’t hesitate to contact us. 

• Initial Complaint

  Date:02/24/2025

  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.

  We have the RV Forever Warranty. Our RV has been at Great American RV since Dec. 5, 2024 due to a bad refrigerator. We have a Norcold 2118 refrigerator in this RV which model has been discontinued by Norcold. The Dealership has requested RV Forever Warranty to replace this refrigerator. There is apparent stalling going on with this warranty company. I am not able to reach anyone on the phone with this warranty company and the dealership is having same problem, We have done everything to protect our investment and the warranty company is not owning up to their end of the deal. We should not have to wait months for this to be resolved.

  

  Business Response

  Date: 02/27/2025

  Emailed BBB response:

  We appreciate your feedback and apologize for the situation that led to your dissatisfaction. We understand it
  can be disappointing when coverage does not meet your expectations. As stated in your contract, benefits and
  claims are reviewed according to the terms of the agreement.

  
  After reviewing your inquiry and agreement, we found no record of any repair facility contacting us to prepare a
  claim. Moreover, it has been determined that the Warranty Forever® RV agreement is invalid due to the
  following reasons:

  
  According to your contract, you must retain receipts verifying the unit’s serial number, work orders, and other
  documentation showing the date, a description of the unit, and a detailed list of the services and inspections
  performed. Additionally, you are required to mail in a coupon from your limited warranty booklet, along with
  the receipts and work orders for the maintenance performed, to the administrator within thirty (30) days of the
  anniversary date of the AGREEMENT DATE each year to remain eligible for coverage. Failure to comply with this
  requirement voids your limited warranty.

  
  Our records indicate that you purchased this RV on 09/09/2015, but we have not received any inspection
  invoices to maintain the agreement's valid status. We have contacted you via telephone and email today to
  inform you of this issue.

  
  For the reasons mentioned above, no claims can be filed under this agreement.

  Customer Answer

  Date: 03/03/2025

  Better Business Bureau:
  
  
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  
  
  Regards,
  
  
  
  ******* *********
  
  
  
  
  
  
  
  
  
   

• Initial Complaint

  Date:02/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an Extreme Tech Service contract under the understanding that it will cover any electronic malfunction. However, on January 10, 2025, my car started malfunctioning. The dashboard was showing that the trunk was open, when it was not. I attempted to open the trunk with the switch inside the car, the remote and manually with no luck to have it open. The lights inside the trunk will remain on and not turn off. A few days later, the infotainment system stopped responding, and the windshield wipers will start and not turn off with the controls. All of this causes the battery to die, constantly. The seat will also not stay in place, randomly. Several attempts were made to contact to put a claim, I left several voicemails for a call to be returned. After contacting the dealer, they informed me that I could take my car to be inspected and that they will contact the vendor. Today, I received a call that they approved to replace the infotainment system but they are refusing to cover the liftgate assembly, which to me, is the blame for all of my car issues. They are also refusing to provide a copy of my contract to the dealer. I called and requested a copy as well, Oscar told me that he had emailed it to me which I have not received, it has been more than an hour. All I need and want is for all the repairs to be covered and completed ASAP as I need my car. That is what I paid for when I purchased my vehicle with this Tech Protect coverage. Please reach out with any questions.

  

  Business Response

  Date: 02/11/2025

  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand
  it can be disappointing when coverage is not extended to meet your satisfaction. Benefits are as listed on the
  contract, and claims are reviewed in accordance with the contract. After review, the liftgate latch was not
  approved on the claim as it is not listed for coverage under the agreement. Per the WHAT YOU SERVICE
  CONTRACT COVERS section; these are the components listed for coverage,
  TECH COMPONENTS: Navigation and audio system, including displays and control modules, surround sound
  system, including amplifier and speakers, rear entertainment system including headphones, displays, and
  control modules, USB ports, factory installed vehicle hot-spot/cellular transceiver, head-up display electronics
  and modules, Bluetooth module and microphone, HomeLink®/garage door control transmitter, collision
  avoidance control module, cameras, and sensors, blind spot monitoring control module, cameras, and sensors,
  rear, front, and side mounted cameras and control unit, adaptive cruise control unit, sensors, and camera, selfparking system module and sensors, including cameras, seat heater elements, ventilated seat blower motor,
  keyless access and remote start proximity sensors and switches, adaptive lighting control motors, actuators, and
  sensors (composite headlight assembly only as a result of the failure of a listed component), and power
  trunk/lift gate motor and sensors.

• Initial Complaint

  Date:01/24/2025

  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 a 2019 ****** ********, Vehicle ID ***************** 12/1/2023 from ***** ****** ************ **** **** *** ******** ** ***** *** *******. The purchase included a Warranty FOREVER from NWAN, Inc. The Warrantee requires annual oil changes which ended 12/31/24 & pre-notification of those oil changes to NWAN’s Administrator. I assumed that my mechanic’s pre-notification call was sufficient.
  3/2024, the car developed an oil leak & I called NWAN to get approval for the repair. They said all I needed to do was have the mechanic call NWAN to provide an estimate. As part of that repair, there was an oil change, clearly noted on the estimate.
  12/2024, there was another oil problem & again the repair included an oil change. The mechanic called with the estimate including the required oil change.
  1/2/25 NWAN responded indicating to my mechanic they were canceling the warranty in that I had not not prenotified them about the oil change & the deadline had been 12/31/24.
  1/3/25 I called NWAN indicating that both repairs had included an oil change so that in fact they were prenotified by my mechanic. The NWAN service individual, Patrick, explained that the repair department and maintenance department were 2 different departments so that when I notified repair, the maintenance department did not have the information so technically I had not prenotified the right department. However, he agreed it was worth an appeal to supervision.
  After multiple additional calls, I finally got a call back saying I had missed the prenotification of oil change deadline so the Warrantee was cancelled. The mechanic’s call was insufficient.
  
  I have left multiple messages with ***** ***** and they failed to return my calls.
  
  I am asking for the warrantee to be reinstated.

  

  Business Response

  Date: 01/30/2025

  Customer: ******* *********
  Portfolio Agreement #: *************
  This letter is in response to your Better Business Bureau Complaint # ********
  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand
  it can be disappointing when coverage is not extended to meet your satisfaction. Benefits are as listed on the
  contract, and claims are reviewed in accordance with the contract. After review, an oil change was performed
  during the authorized repair performed on 3/5/2024 and the agreement is valid through 3/5/2025. In order to
  be current going forward per the agreement terms, the customer will be required to have an authorized oil
  change by 3/5/2025 or 72,053 miles, whichever comes first.
  Regards,
  **** *****
  Mechanical Claims Supervisor

  Customer Answer

  Date: 01/30/2025

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, it is unfortunate that it took a complaint to the BBB to get a reasonable conclusion.
  
  
  
  Regards,
  
  
  
  ***** *********
  
  
  
  
  

• Initial Complaint

  Date:01/14/2025

  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.

  I purchased a car on November 2, 2024 and added the extended warranty. A claim was submitted on December 12 for repairs that were needed. On December 13, Grahams auto was told an inspector was being sent out to look at it. I called on the 19th or 20th and was told the inspector would be there on the 20th. They did not come. Came on the 23rd. Was told on the 3rd it was being expedited to underwriting. Told on the 13th, it was being expedited. Called on 1/14 and was told I would receive a call back in about 15 minutes. I wait 1.5 hours before filing this complaint. I still have an unpaid warranty issue. We had to have the car fixed because it had been a month without it. We paid out of pocket for something the warranty should cover. The quote was $3893.34,

  Customer Answer

  Date: 01/15/2025

  Consumer emailed the BBB and indicated the issue is now resolved because they provided a decision on the claim.