Complaints

This profile includes complaints for NVP Warranty's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  NVP Warranty

  5755 Granger Rd Ste 205 Independence, OH 44131-1455

  
• 

  NVP Warranty

  300 Mulberry St Ste 301 Scranton, PA 18503

  

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

• Initial Complaint

  Date:02/09/2025

  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.

  In January 2024 I purchased a commercial cargo van through OG Automotive and a two year warranty with NVP Warranty. OG Automotive asked me questions on the NVP application and I answered all of them based on the application. Three weeks later I filed a claim which NVP denied based on the fact that the parts were not covered under the warranty. In september of 2024 I filed a claim for a transmission, which is covered. NVP denied the claim because they said it was not disclosed that the van was for commercial use, which would have required a $300 surcharge. OG Automotive stated that NVP's agent (who was later fired) told them this was only relevent if there was any ads on the van, which there weren't. NVP used this surcharge (which I was willing to pay) as an out to deny the claim. If needed I have a statement from OG Automotive to back up my claim. NVP also seriously reduced my refund on the warranty. The total cost of the denied repair was $9121.81. They screwed me out of $1000 on the refund as well. I want $10,121.81 from NVP, or I will take them to Magistrate Court.

  

  Business Response

  Date: 02/11/2025

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by **** ******, and the vehicle service contract (“VSC”) referenced
  above.
  Upon review of the contract file, we found 2 claims initiated during the contract time in force. The first
  claim was initiated 02/26/2024 in relation to replacement of an oil filter housing. No adjudication process
  was required as this item was not listed within the coverage section of the contract terms.
  The second claim was initiated 09/18/2024 for replacement if a transmission and radiator. The vehicle had
  traveled 18,030 miles in 249 days. As part of our adjudication process the vehicle was inspected by an
  independent third-party automotive inspector. At that time the inspection confirmed a mechanical
  breakdown present with the transmission and the radiator. Upon review of the inspection and information
  on file, it was determined per a prior conversation with the *** ****** that he “owns a delivery route and
  uses the vehicle to deliver pastries.” This usage is for commercial purposes, which is explicitly excluded
  within the contract terms. Additionally, the optional surcharge “Commercial Use, Package” was not
  elected by the applicant when the contract was purchased.
  Based on this information above the vehicle usage is excluded and coverage would not be eligible on the
  claim referenced.
  After the claim was deemed ineligible our office received a request 09/27/2024 from OG Automotive
  LLC to add the surcharge which was declined.
  Our office then received a cancellation request 10/1/2024 a cancellation quote was provided at that time
  and process was discussed including the required documentation to submit.
  The contract cancellation was processed and refund issued 11/15/2024 per the ******* state disclosure
  terms and conditions upon receipt of the cancellation request documentation.
  The DEFINITIONS section of the Vehicle Service Agreement, it explicitly states:
  “MECHANICAL BREAKDOWN” means the inability of any covered part(s) or
  component(s) to perform the function(s) for which it was designed due to
  defects in workmanship or materials.
  “OPTIONAL COVERAGE” means the additional coverage benefit You have
  chosen on the front Application Page.
  “YOU”, “YOUR”, “AGREEMENT HOLDER”, “APPLICANT” refers to the person
  applying for the purchase of this Vehicle Service Agreement.
  Additionally, within EXCLUSIONS of the TERMS AND CONDITIONS the language states:
  This Vehicle Service Agreement DOES NOT provide coverage or benefits for:
  R. Commercial Purposes of any kind, including but not limited to the following: rental,
  taxi, limousine or shuttle, towing, hoisting, road repair operations, contractor, box trucks,
  dump beds, conversion vehicles, vehicles greater than one ton capacity, security
  services, snow plowing, cable or line installation or removal, police or other law
  enforcement services, fire service, emergency services, hauling, hauling for hire,
  construction, job site activities, farming or ranching, unless the respective Commercial
  Use surcharge box is checked
  The OPTIONAL SURCHARGES Section states:
  Commercial Use Package: If You selected and paid for the Commercial Use Package
  surcharge on the application page then coverage will be extended to vehicles used in
  commerce or to generate profit, including but not limited to pick-up and delivery
  service, company pool use, or business travel when the vehicle is used by more than
  one driver, deliveries, route service or repair calls, route sales, inspections,
  examinations, gardening and lawn care, and carrying personal tools to a job site. This
  surcharge will not extend coverage where the vehicle will or could be used in a
  manner that is materially different than a personal use vehicle. This includes, but is not
  limited to, the following: rental, taxi, limousine or shuttle, towing, hoisting, road repair
  operations, contractor, box trucks, dump beds, conversion vehicles, vehicles greater
  than one ton capacity, security services, snow plowing, cable or line installation or
  removal, police or other law enforcement services, fire service, emergency services,
  hauling, hauling for hire, construction, job site activities, farming or ranching.
  At this time we consider this matter resolved as the contract was cancelled and refund issued.
  Regarding this matter, if *** ****** has any additional questions regarding this claim, he may contact our
  office directly by telephone at: 888-270-5835.
  

  
  

  Customer Answer

  Date: 02/12/2025

  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,
  
  **** ******  
  
  
  
   

  Customer Answer

  Date: 02/12/2025

  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,
  
  **** ******
  

  Email received by BBB

  I reject NVP Warranty's response and will be filing a complaint with the Magistrate court.
  
  
   

• Initial Complaint

  Date:01/27/2025

  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.

  We called in to obtain authorization for the claim, and NVP initially approved it. However, NVP later decided not to pay us due to the customer canceling their plan with them. We were instructed to contact the customer directly, but we believe this situation is between NVP and the customer, not us. Despite this, we made the call to the customer, but unfortunately, there was no answer. As a result, we are now left with an approved claim but no payment.

  

  Business Response

  Date: 01/27/2025

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by ***** ***** and the vehicle service contract (“VSC”) referenced
  above.

  
  A claim was initiated with our office 01-03-2025 by ** ***** of A+ Plus Auto Centers. The claim was
  adjudicated per the contract terms and conditions and authorization for eligible coverage was provided to
  *** ***** at repair facility 01-16-2025 at 12:15 pm EST. Our office had received a call from the contract
  holder inquiring about cancellation 01-16-2025 at 12:37pm EST and again on 01-17-2025 at 9:55 AM.
  On both calls the cancellation terms were reviewed, and the customer was advised that if the claim was
  paid to the repair facility, then that paid amount is deducted from any refund amount. It was also
  explained if they pay for the repair at their expense and the claim is not paid, they not see a deduction for
  claims paid against the refund amount. The customer was going to call back to confirm their decision on
  paying for the repair or having NVP coverage paid to the repair facility.
  Our office received an invoice for repairs 01-23-2025 which shows a “work completed” date of 1-21-
  2025. Our agent reached out to the contract holder who stated they had paid the repair facility in full for
  the repairs. The claim was closed, and cancellation processed.
  Based on a conversation with *** ***** 01/27/2024 he was made aware of this information and the same
  data points were conveyed. He also sated the customer told them they had cancelled the policy after they
  paid for the repairs.
  *** ***** and A+ Plus auto center would need to pursue the vehicle owner to satisfy the portion of the
  invoice that remains due related to this complaint. Our contract holder was aware of their responsibility
  for those repairs prior to their decision to cancel.
  As always, if *** ***** has any additional questions regarding this claim, he may contact our office
  directly by telephone at: ************.

• Initial Complaint

  Date:01/14/2025

  Type:Product 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.

  ON 7/15/2024 I BOUGHT A 2011 SUZUKI, W/114317 MILES ON IT. I BOUGHT A CAR WARRANTY FOR 2650 DOLLARS (30 thousand MILES OR 24 MONTHS). THEY SAID I WOULD GET A COPY OF THE WARRANTY IN THE MAIL. NO WARRANTY CAME. I CALLED THEM, AND THEY SAID THE CAR DEALER HAD IT. THEY DID NOT, THEY CALLED, WARRANTY PEOPLE SAID THEY WOULD SEND IT. NO WARRANTY CAME. I CALLED AGAIN, THEY SAID IT WAS COMING. I ASKED AT THAT TIME IF THEY COULD TELL ME IF STARTER PARTS WERE COVERED. THEY SAID IT WAS COVERED. I WAS HAVING TROUBLE WITH THE STARTING SYSTEM. THE CAR BROKE DOWN, AND I HAD TO TOW IT TO THE CAR DEALER TO FIX IT. THEY SAID IT WAS A DOOR BUTTON. NO WARRANTY IN THE MAIL YET. I GOT A RECALL LETTER FROM SUZUKI, TELLING ME THE GAS TANK HAD TO BE REPLACED, ONE WAS IN HIGHLAND, ID. A 100 MILES AWAY. I WENT THERE, BUT WHEN I GOT THERE, THE CAR WOULD NOT START AGAIN AND TAKE A FEW DAYS TO FIX. I HAD TO RENT A CAR TO GET BACK HOME. I HAD TO RENT OTHER CAR TO GET BACK TO PICK UP MY CAR. I HAD TO PAY 991.00 DOLLARS OUT

  

  Business Response

  Date: 02/04/2025

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by ***** ********, and the vehicle service contract (“VSC”)
  referenced above.
  A claim was initiated with our office 10/15/2024 by *** ********’s Deals on Wheels for replacement of
  a theft deterrent module. Mileage at that time was reported at 144,317. At that point it was conveyed by
  our adjuster that 1) the item is not listed for coverage on 5-star contract active on the vehicle. 2) the
  contract was expired by mileage.
  Our office received a call from M** ******** and our agent reviewed on this matter 11/25/24 and the
  same information was conveyed.
  Our claims team received a call from *** ********’s again 11/26/24 and reported the VIN number was
  incorrect and the mileage on the vehicle was 116,287. At that time a Bill of Sale was a requested to
  correct the VIN and photo of the odometer to bring the contract back to active status.
  At the time this letter is being published only the odometer photo has been received. We had replied to the
  email with the odometer photo requesting the remainder of the information. We are still awaiting the
  original signed copy of the bill of sale/buyers order for the vehicle to correct the VIN number. The
  contract should be brought back to active status once that is received and reviewed. That information can
  be submitted via email to ***********************. Please include in the subject line ATTN Ian.
  Regarding the repair invoice attachment to this complaint. Upon review the invoice shows the document
  is dated 11/14/2024 with mileage of 116,060. This conflicts with the claim we received by date and
  mileage reported later at 116287, However, this does not pose an issue in this case. The repair completed
  is for a steering lock assembly. This item is not listed for coverage on the 5-star contract.
  There is no reimbursement per the contract terms for the towing invoice provided. The contract does
  provide roadside assistance and the information to utilize that service is on the contract. There is no rental
  reimbursement eligible as there is no covered repair. This was communicated to M** ******** on another
  call to our office 12/3/2024.
  I will ensure a paper copy is mailed to the address on file and electronic copy of the VSC is emailed to the
  email on file in the VSC agreement photo attached. I do not show prior requests for those documents in
  our records.
  Please find the specific contract terms and conditions related to this matter cited below.
  Under the DEFINITIONS section of the Vehicle Service Agreement, it explicitly states:
  “COVERED COMPONENT(S)” means those items specifically listed under the
  section relating to coverage You have selected, (or all items except those
  specifically excluded under Exclusionary and Exclusionary Wrap, respective of
  Your Coverage), that are original parts on Your Vehicle at the time of its
  purchase by You or like replacement parts meeting the manufacturer’s
  specification.
  Withing the section titled COMPONENT COVERAGE the terms state:
  RENTAL CAR REIMBURSEMENT: In the event that a Covered Repair requires labor
  in excess of eight (8) hours, You are reimbursed thirty dollars ($30) per day for a
  maximum of five (5) days. Proof of rental required. WEAR AND TEAR (SURCHARGE
  APPLIES) All covered parts that were listed for ENGINE, AUTOMATIC
  TRANSMISSION, MANUAL TRANSMISSION, FOUR WHEEL DRIVE (4 X 4) & ALL WHEEL
  DRIVE, STEERING
  We will await receipt of the Bill of Sale/Buyers order to be able to proceed with the corrections.
  We are grateful for the privilege of being M** ********’s vehicle service contract administrator and
  pleased we were able to clarify this matter.
  As always, if M** ******** has any additional questions regarding this claim, he may contact our office
  directly by telephone at: ************.
  Sincerely,
  NVP Warranty Claims Department

  Customer Answer

  Date: 02/04/2025

  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,
  
  ***** ********
  
  
  
  
    Consumer emailed the response to BBB

   

  I HAVE REPLY ASKED FOR A COPY OF THE NVP WARRANTY THAT I BOUGHT AND THEY HAVE REPEATEDLY FAILED TO SEND ME ONE.  THAT IS WHY I THINK THEY ARE TRYING TO SCAM ME. Could you ask them to send it to me?
  ***** ********* **** ** ****** **** ****** ************* ***

  

  Business Response

  Date: 02/04/2025

  Good morning, 

  The request for a paper copy of the VSC is in progress and being mailed. We have updated our records to include the "LOT 78" portion. An email is also being sent with an electronic copy of the VSC to *********************** which is the email on file in our system.

  Best regards, 
  NVP Warranty Claims Department

  Customer Answer

  Date: 02/11/2025

  [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. 
  
  Regards,
  
  ***** ********
  
  
  

• Initial Complaint

  Date:12/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a vehicle and didn’t want the warrant but had to pay for it anyway! I went to use it because the car is having rear differential issues and the dealership sent pictures into this company and they denied my claim! Said it was “normal wear and tear”, the dealership says it’s NOT. I’m at half the mileage it would be considered for that and only have 77000 miles on the car. The dealership I went to said they have never had a warranty company act like this and I beleive it is a scam. I spoke to the “claims manager “ Jason who denied it and keeps denying. I would like this investigated as it is within the parameters of the contract and the dealership (the expert who actually looked at the car) says it isn’t normal. The dealer Where I bought the car a year ago also would not help. I am a disabled woman who needs to get to her Dr appointments and I’m paying on a car with issues that cost thousands to fix and I am within my warranty!

  Customer Answer

  Date: 01/08/2025

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  

  I was told by the guy who sold me the car that I had no choice to purchase this “warranty”, so I did. It is all within the parameters of the warranty and even the expert says this is not normal wear and tear. He also said this is the first time a warranty company has requested a customer pay for a tear down . I am a disabled woman who does not have an extra $1000 for the tear down! This is supposed to be covered under the warranty! It is very strange that the same car dealer who sold me the car, also owns the warranty company and refuses to fix the issue they knew about. This is within the parameters of the warranty, I paid for the warranty and should not have to pay for another step in the process.  I have a recording of the service center stating they didn’t check the car when I asked them to, they only drove it around the block!! I want this covered! 

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

  

  Business Response

  Date: 03/13/2025

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by ******** ******** and the vehicle service contract (“VSC”)
  referenced above.

  
  A claim was initiated with our office 12/23/2024 for rear differential replacement. The repair facility
  reported a grinding noise, binding when making turns, and metal shavings in the fluid. Photos of the
  vehicle and the fluid were requested. The repair facility called that day to follow up and it was determined
  they had misspelled the email. Our adjuster confirmed they had the correct spelling and advised to send
  the photos. Also at that time the adjuster discussed the failure with the service advisor who stated nothing
  had broken, the gears were grinding causing metal shavings. Upon receipt of the photos and review we
  contacted the repair facility to discuss further. Again, the repair facility reported they did not feel there
  were any failed components inside the differential. Just that the gears were grinding and had worn. At that
  point the repair facility was advised of the contract terms and conditions which exclude wear and tear.
  However, we also advised that if they felt there was mechanical breakdown present that was not due to
  wear and tear the customer would need to authorize tear down so that could be demonstrated. This
  information was also explained in a later conversation on 12/26/24 between a claims manager and
  ******** *** **** *******. If a tear down is approved and completed, we would be happy to review the
  findings at that point. Please find the specific terms and conditions related to this matter cited below.
  Under the DEFINITIONS section of the Vehicle Service Agreement, it explicitly states:
  “MECHANICAL BREAKDOWN” means the inability of any covered part(s) or
  component(s) to perform the function(s) for which it was designed due to
  defects in workmanship or materials.

  
  “WEAR and TEAR” means the deterioration of a part that occurs naturally over
  time. (Wear and Tear is not covered under this Agreement).

  
  Additionally, within EXCLUSIONS of the TERMS AND CONDITIONS the language states:
  This Vehicle Service Agreement DOES NOT provide coverage or benefits for:
  5. Any conditional mechanical breakdown or damage caused by, but not
  limited to air leaks, alterations or modifications to the vehicle from original manufacturer
  specifications, or not approved by manufacturer, bolts (only covered in conjunction
  with a covered repair), carbon build-up in cylinders, clogged fuel injectors, commercial
  use, contaminated fuel, conversion van components or conversion vehicle
  components, coolant blockage, corrosion, coverage by manufacturer's warranty,
  recall, factory bulletin or any other mechanical breakdown coverage, custom or addon part(s), detonation, drive axle modifications, electrolysis, emissions modification,
  engine modifications, excessive fuel conditions, exhaust system modifications, failure to
  maintain proper levels of lubrication, fasteners (only covered in conjunction with a
  covered repair), frame modifications, freezing, improper engine adjustments, improper
  fuel, improper lubricants, lack of lubrication, lean fuel conditions, lift kits, lubricant
  blockage, nuts (only covered in conjunction with a covered repair), overheating,
  pinging, pre-ignition, residue, rust, seized or damaged parts due to operation without
  sufficient coolant, fluid, or oil, snow removal equipment, suspension modifications, tires
  not recommended by the original manufacturer, transmission modifications, warp age,
  water damage, water intrusion, water leaks, or wear and tear to covered parts or
  components are not covered.

  
  We are grateful for the privilege of being *** ********* vehicle service contract administrator and
  pleased we were able to clarify this matter.

  
  As always, if *** ******* has any additional questions regarding this claim, he may contact our office
  directly by telephone at: ************.
  

  
  

• Initial Complaint

  Date:12/02/2024

  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.

  I tried using my warranty to fix my car. The engine blew up and needed replaced. They came out and said they wouldn’t cover it because of the parts that were on the car. I bought the car from the dealership in the exact way when it blew up. The dealership sold me the warranty with the car and I didn’t modify the car in any way. They wouldn’t cover it. I tried getting my money back for the warranty and they said I signed a paper stating they don’t do refunds

  

  Business Response

  Date: 12/04/2024

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by ****** *****, and the vehicle service contract (“VSC”) referenced
  above.

  
  A claim was initiated with our office 09/27/2023 for engine replacement. The repair facility reported a
  rod knock from the engine. Along with that it was reported the vehicle was modified with non-original
  components such as: an air intake, exhaust manifold, turbo down pipe, fuel injectors, fuel rail, ethanol
  sensor, blow off valve, boost controller and oil catch can. An independent inspection was commissioned
  and completed to verify the issues present and confirm any modifications to the vehicle from
  manufacturer specifications. The inspection, coupled with photos supplied by the repair facility,
  confirmed the vehicle was equipped with a non-original tuner/programmer for the PCM/ECM, cold air
  intake, fuel pressure regulator, oil catch can, exhaust system, fuel rail, fuel injectors and blow off valve.
  These modifications would increase power output of the engine beyond specification and result in
  mechanical breakdown due to engine being operated outside of manufacturer specifications. The contract
  coverage for the engine was determined to be ineligible upon review of the findings and contract terms.
  Please find the contract terms and conditions cited below related to this matter.

  
  Under the DEFINITIONS section of the Vehicle Service Agreement, it explicitly states:
  “MECHANICAL BREAKDOWN means the inability of any covered part(s) or component(s)
  to perform the function(s) for which it was designed due to defects in workmanship or materials”
  Additionally, within Section 10. EXCLUSIONS – WHAT’S NOT COVERED: of the TERMS AND
  CONDITIONS the language states:
  This Agreement provides No Benefits for:

  
  Q. Any Mechanical Breakdown or damage caused by modifications to Vehicle
  from original Manufacturer specifications, or not approved by Manufacturer.
  We are grateful for the privilege of being *** *****’s vehicle service contract administrator and pleased
  we were able to clarify this matter.
  As always, if *** ******* has any additional questions regarding this claim, he may contact our office
  directly by telephone at: ************.
  

  
  

• Initial Complaint

  Date:11/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a vehicle warranty in July ,2024 Saturday 11/24/2024 I had to take my truck to shop because the transmission was slipping…today 11-26-2024 I was Informed that my warranty only covers $2000 of the total price …so I have been mislead to believe that my warranty would pay for my repair service when in fact they will not…in the warranty which it clearly says ..drivetrain ..which is the transmission…why is my whole repair not covered …your misleading ppl in order to sell a product that does not cover what is being sold

  

  Business Response

  Date: 12/02/2024

  In accordance with your request, we ask that you accept this letter containing important information regarding the complaint submitted by *********** *******, and the vehicle service contract ("VSC") referenced above. 

  
  A claim was initiated with our office 11/26/2024 for transmission replacement. As part of the claims adjudication process the repair facility was advised of the customer's responsibility, per contract terms and conditions, to authorize diagnosis which will confirm a covered mechanical breakdown exists. Our adjuster also conveyed the limit of liability for any transmission claim of up to $2000 on a covered repair at that time. 

  
  At the time this letter was published we are currently awaiting photos of the transmission pan contents, vehicle, odometer, and VIN number. Once that information is received, we hope to finalize the claim coverage which may accrue up to the maximum Limit of Liability for transmission coverage of $2000 per the contract terms. The vehicle service contract terms and conditions clearly outline the Limits of Liability within section 6 and the applicants signature affirms acknowledgement of the terms and conditions. Please find the contract terms and conditions cited below. 

  
  APPLICANT'S ACKNOWLEDGEMENT: I hereby apply for the issuance of a Service Agreement covering the Vehicle identified above. I acknowledge by the signing of this Agreement that I have reviewed, understand, and accept the terms and conditions in this Service Agreement, including the plan, term, price, maintenance requirements, claims procedure, and Arbitration Provision. I acknowledge receipt of my copy of this Agreement and that this Service Agreement must be purchased at the time of the Vehicle sale. I understand that the purchase of this coverage is not requirement for the purchase, lease, or financing for this vehicle. I understand that this Agreement is between the Obligor (D&P Holdings, Inc.) and Applicant. The product being offered is a service contract and is separate and distinct from any product or service warranty which may be provided by the manufacturer, importer, or seller. Special state disclosures / requirements supersede any and all applicable portions of the Applicant's Acknowledgment section of this Agreement. I understand that THIS IS NOT A POLICY OF INSURANCE. 

  
  NVP Warranty 15755 Granger Rd #205, Independence, OH 44131 I Tel 888.270.5835 I Fax 888.862.9382 
  

  
  

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Won’t pay for repair services for my car. States that they don’t cover diagnostics or tear apart and tear apart needs to be done in order to fix the problem in every car. Deductible says $100 but wants me to pay for diagnostics and for the mechanic to take apart my entire transmission which will be four to $500 just to see what the problem is and then they won’t cover it most likely

  

  Business Response

  Date: 11/21/2025

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by **** ******, and the vehicle service contract (“VSC”) referenced
  above.
  A claim was initiated with our office 11/20/2024 for transmission replacement. As part of the claims
  adjudication process the repair facility was advised of the customer’s responsibility, per contract terms
  and conditions, for diagnostics and tear down to confirm a covered mechanical breakdown exists. Our
  adjuster also conveyed the limit of liability for any transmission claim of up to $2000 on a covered repair
  at that time.
  During that call tear down was requested to verify a covered mechanical break down exists. If the repair
  facility can demonstrate by providing photos of the transmission pan contents and fluid along with a
  video of the noise concern reported, that may be sufficient diagnosis to proceed with the claim process.
  Our customer service supervisor returned a request for call from *** ****** this morning and left a
  detailed voicemail with this information. We have not received a call back at the time of publishing this
  letter. A claims adjuster is also reaching out to the repair facility to reiterate the information. We will
  await receipt of that infomration to continue with the claims process. Please find the related contract
  terms and conditions cited below.
  Under the DEFINITIONS section of the Vehicle Service Agreement, it explicitly states:
  “MECHANICAL BREAKDOWN means the inability of any covered part(s) or component(s)
  to perform the function(s) for which it was designed due to defects in workmanship or materials”
  Additionally, within Sections 6 and 12 of the TERMS AND CONDITIONS the language states:
  6. LIMITS OF LIABILITY: The limits of liability under the terms of this contract are as
  follows, subject to a maximum aggregate limit of $6,500:
  12. YOUR OBLIGATIONS: In addition to the other provisions of this Agreement, and
  in order to receive Coverage and benefits under the terms and conditions of this
  Agreement, You must:
  F. Authorize the Licensed Repair Facility to Tear-Down Your Vehicle in order to
  determine the cause of failure. You will be responsible for these charges.
  Once we have received the requested information from the repair facility, we will review that and proceed
  if a cover mechanical breakdown is confirmed.
  We are grateful for the privilege of being *** ******’s vehicle service contract administrator and
  pleased we were able to clarify this matter.
  As always, if *** ****** has any additional questions regarding this claim, she may contact our office
  directly by telephone at: 888-270-5835.
  

  
  

• Initial Complaint

  Date:10/28/2024

  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 purchased a **** **** ******** *****, from River Street Motors on December 4, 2023, I also purchased the Extended Warranty in the amount of $3,300. I started having issues with my car back in July 2024 when it lost power, took it to my mechanic and was told that one of the turbochargers was bad and need to be replaced, mechanic submitted the claim to NVP, and it took them until August 28, 2024 to finally approve the claim and sent a new turbocharger to my mechanic, he repaired it and I picked my car up the next day August 29, 2024. Well my other turbocharger went out and they are still not wanting to approve it, even though it is covered under my warranty that I am paying for. Here it is October 27, 2024 and I still don’t have any answers and no car which I have been without for months.

  

  Business Response

  Date: 10/29/2024

  Good morning, 
  Please see attached response to customer complaint. 
  Best regards, 
  NVP Warranty Claims Department

   

  Dear *** ********

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by ********* *******, and the vehicle service contract (“VSC”)
  referenced above.

  It is important to note there are two claims related to this contract and a summary of the information is as
  follows.

  Originally a claim was initiated with our office 07/26/2024 for a failure of the left turbocharger. At that
  time photos were requested and finally received 08/15/2024. The findings were inconclusive, so an
  independent inspection was ordered and completed 08/19/24 to confirm the cause of failure. A covered
  mechanical breakdown was confirmed, and coverage was authorized 08/20/24. Authorization for
  coverage was provided after multiple calls to the repair facility went unanswered as they do not have a
  voicemail. Payment was issued for repairs 8/30/24 upon receipt of an invoice. At that time our claim
  coverage was resolved, and no further action was required.

  Our office received a call 09/03/24 from *** ******* stating the same issue was occurring again and the
  repair facility told her the right turbocharger was now failed. At that time our customer service agent
  explained the repair facility needed to call in a claim per the terms of the VSC.

  The repair facility called 09/12/24 to report either the failure of the right turbocharger or possibly a failure
  of the left turbocharger again. However, at that time the vehicle was not at the repair facility, they did not
  have the odometer reading, have a definitive failure determined, or an estimate for repair prepared. The
  advisor from the repair facility was advised this information was needed to file a claim and we would
  continue upon receipt of that information and photos.

  NVP received 3 images on 10/24/24 of a random turbocharger on the floor of a facility. No further detail,
  vehicle photos, odometer reading, or estimate for repair was provided. We have again reached out number
  times since 10/24/24 and continue to find the phone rings unanswered and does not reach a functioning
  voicemail.

  We strive to confirm mechanical breakdown of an item listed within the covered components section as
  efficiently as possible and would like to proceed with the adjudication process. However, as of now we
  are unable to effectively communicate with the repair facility.

  Please have the repair facility contact our claims department with the information we have previously
  communicated was necessary and we will continue with the claim’s procedure. Maintenance information
  may also be required once the odometer reading is confirmed.

  Please find the contract terms related to the current situation cited below.

  Under the DEFINITIONS section of the Vehicle Service Agreement, it explicitly states:

  “MECHANICAL BREAKDOWN means the inability of any covered part(s) or component(s)
  to perform the function(s) for which it was designed due to defects in workmanship or materials”
  Additionally, within the CLAIMS PROCEDURE the language states:

  2. If Your Vehicle cannot be driven without further damage, You should call ************ for
  Roadside Assistance to have the Vehicle towed to a Licensed Repair Facility.

  4. It is the Agreement Holder’s responsibility to provide evidence that the maintenance services
  have been performed as specified above. Administrator reserves the right to determine where
  repairs shall be made, to investigate all claims, and inspect any vehicle.

  6. To obtain payment for a covered Breakdown, You or the Approved Repair Facility must
  submit a legible and understandable copy of the repair invoice to the Administrator. Repair
  invoices must include the following: a repair order number/invoice number, the customer
  description of the breakdown, repair diagnosis, part numbers, and prices, labor hours, vehicle
  identification number, repair date, Vehicle mileage, Your name and signature, repair facility
  name, address, phone number, and repair totals.

  7. Have the Repair Facility’s Technician or Service Writer call Administrator for verification of
  coverage and obtain an authorization number. Administrator will arrange for payment of
  authorized claim at that time. Administrator can be contacted Monday through Friday and
  Saturday 9:00am to 5:30pm EST toll free at ***** ********

  We are grateful for the privilege of being Ms. Leblanc’s vehicle service contract administrator and
  pleased we were able to clarify this matter.

  As always, if our *** ******* has any additional questions regarding this claim, she may contact our
  office directly by telephone at: *************

  Sincerely,
  NVP Warranty Claims Department

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a NVP warranty on 8/8/2023, exclusionary plan, covers all repairs and anything required to perform repair. Having engine issues with my truck and NVP is refusing to cover all the repair needed. Due to All Data's lack of information on labor to cover total repair. The repair shop and I have communicated with them multiple times and they only want to cover 10.5 hours of a 26-hour repair. I am being advised that I have to pay out of pocket $3,953 when I have a $200 deductible. I paid $2,949 for the exclusionary plan 24 months/30,000 miles also including wear/tear.

  

  Business Response

  Date: 10/17/2024

  Dear *** *******,

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by ******* ****, and the vehicle service contract (“VSC”)
  referenced above.

  A claim was initiated with our office 08/26/2024 for lifter replacement. The adjudication process was
  carried out including an independent inspection which confirmed a covered mechanical breakdown
  present with the engine’s lifters. A representative from our office contacted the repair facility 9/17/24 and
  reviewed applicable coverage within the contract terms and conditions. The claim is pending a call back
  to issue an authorization number for the applicable coverage and review the process to obtain payment
  upon completion of the repairs with customer authorization.

  The repair facility originally quoted 32.0 hours for lifter replacement and reduced that to 25.0 during a
  conversation with our representative on 9/17/24. The facilities’ labor rate was quoted at $189.00 per hour.
  The published labor guide time for the covered mechanical breakdown is 10.10 labor hours and the
  industry average for the area is. $138.75. The repair facility’s labor quote is driven by a lack of proper
  equipment on hand to complete the job within the industry accepted timeframe and therefore requires an
  extensive amount of additional labor on their part. Additionally, the parts authorized by NVP were at the
  posted manufacturer suggested retail prices (MSRP) which the contract terms state will not be exceeded.
  The prices quoted by the repair facility all exceed MSRP.

  Applicable coverage has been reviewed with the contract holder and repair facility as of 9/17/24. Our
  contract explicitly defines the parts and labor coverage, and that language is cited below.

  Under the DEFINITIONS section of the Vehicle Service Agreement, it explicitly states:

  “MECHANICAL BREAKDOWN means the inability of any covered part(s) or component(s)
  to perform the function(s) for which it was designed due to defects in workmanship or materials”
  Additionally, within Sections 7 and 8 of the TERMS AND CONDITIONS the language states:

  7. PARTS: Replacement of Covered Components will be made with new, remanufactured,
  rebuilt, aftermarket, or serviceable used parts of like kind chosen solely at the discretion of the
  Administrator not to exceed Manufacturer Suggested Retail Price (MSRP)

  8. LABOR: Labor charges shall be based on the current AllData Labor Guide and hourly rates
  shall be within accepted industry standards for independent repair facilities up to a maximum
  hourly rate of $150

  We are grateful for the privilege of being *** *****s vehicle service contract administrator and pleased
  we were able to clarify this matter.

  As always, if *** **** has any additional questions regarding this claim, he may contact our office
  directly by telephone at: *************

  Sincerely,
  NVP Warranty Claims Departmen

  Customer Answer

  Date: 10/20/2024

  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 repair shop has the required tools to perform the repair.

  I have contacted three other repair facilities, that say labor hours are a minimum of 25-26, and the cab must be removed to perform this repair.

  AllData reads to perform this repair, cab must be removed. AllData does not show labor hours to remove cab, in section to replace lifters and cam. You have to go to remove cab section to get the labor rate to remove cab. NVP has refused to go to the cab removal section and obtain the labor rate.

  10.10-hours labor rate is for the replacement of cam and lifters only and does not include cab removal which AllData says is required. 

  I am asking NVP to cover all that is required by AllData to perform this repair LABOR TO REMOVE AND INSTALL CAB. 

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

• Initial Complaint

  Date:08/28/2024

  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.

  I purchased a 2014 ****** ****** ****** in October 2023, and also purchased the bumper to bumper warranty from NVP ($2,800; 20% of the vehicle purchase price; $100 deductible per repair). Within two months after purchase, the Engine started overheating. I took it to one of NVP's authorized repair outlets (******** in Sterling Virginia. They said that one of the head gaskets was damaged, and that the engine would need replacement ($8,500). NVP stated that diagnostics would have to be conducted in the form of a complete engine teardown ($2,600) prior to their/NVP inspection to determine whether they would cover the repair or not, and that I am responsible for the diagnostics fee. I refused and asked for a refund of the warranty. They/NVP refused and said there is no refunds after 30 days of purchase, or if the insurance company claimed the vehicle a total loss. So I sold the vehicle basically as spare parts for a fraction of what I purchased it for, and they still refused to issue any refund. So not only do they make conditions such that it is almost impossible to repair at their own authorized dealer, but they also refuse to refund the usless warranty even at a pro-rated amount. Looks, smells, walks, and fells like Fraud; a total deception to the customer. Again, I request a refund of the paid warranty given their refusal to repair a covered item.

  

  Business Response

  Date: 09/09/2024

  Good morning, 
  Please see attached response to customer complaint. 
  Best regards, 
  NVP Warranty Claims Department

   

  Dear *** *******,

  In accordance with your request, we ask that you accept this letter containing important information
  regarding the complaint submitted by **** *****, and the vehicle service contract (“VSC”) referenced
  above.

  Upon receipt of this complaint, we reached out to *** ***** on the number provided on multiple
  occasions.

  At the time of this letter, we have not yet received a return call to further discuss the cancellation request.
  Our office can be contacted directly by telephone at: ************ and *** ***** will be directed to the
  correct person to speak with.

  Sincerely,
  NVP Warranty Claims Department