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:12/03/2022

  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.

  1- was sold a power train warranty from nvp warranty upon purchasing and financing my 2011 ****** ******.the contract is attached. 2-after about almost a month I felt my transmission is acting up and rpm is suddenly raising and took the vehicle to mechanic shop which their business card is attached. 3-Mechanic diagnosed faulty transmission which is part of power train warranty which I had contract with nvp. 4-I called the dealer Texas United auto and informed them of such issue which they referred me to the warranty company nvp and told me I have to open a claim. 5-I contacted the claim and they put me on hold for 30 minutes and finally after back and forth they told me the mechanic shall call them to open a claim not me! 6-I asked mechanic to call them and mechanic called them but since there was a long hold he told me he can be on the phone like this. 7-I called the dealer Texas United auto and explained them that I don’t have money to fix the transmission for $3500.00 and I told them abit the bad faith and bad customer service of nvp and they told me they will contact the rep and try to open a claim. 8-to this date neither me or Texas United auto has been able to get a hold of anyone in claim department and get them to pay for the warranty. 9-Texas United auto paid the mechanic about a month ago for $3500.00 and the vehicle is fixed but Texas United auto told me that they add this fee to my account if nvp warranty don’t pay for the repairs. 10-I am not sure if this company is scam and selling warranty but they definitely not willing voluntarily to pay for a claim. 11-I am seeking options to see if we can resolve it here or with dmv or court?

  

  Business Response

  Date: 12/06/2022

  
  To Whom It May Concern,
  
  According to our records, the administrative office was made aware of the problems you were experiencing with your vehicle when you contacted our Customer Service Department on September 28, 2022. At that time, you reported that there was a transmission issue and that the vehicle had difficulty accelerating and that the check engine light came on.   At that time, our Customer service representative advised you to bring your vehicle to a licensed repair facility to proper diagnosis the cause of failure and report the claim so we can determine coverage eligibility.
  
  Since that date, we have not received a call from a repair facility to initiate a claim.  We did receive an email inquiry from the Selling Dealer on November 21, 2022. In that communication the dealer requested information on the status of your claim.  At that time, we informed the dealer that we had not received any contact from a repair facility and no communications of any kind since September 28. We requested that the dealer advise the repair facility to contact NVP Warranty to begin the claims process.
  
  
   Please note under the terms of the VSC, it explicitly states:
  
  
  1. DEFINITIONS:
  
  “MECHANICAL BREAKDOWN” means the inability of any covered part or component to perform the function(s) for which it was designed due to defects in workmanship or materials. Mechanical Breakdown does not include the gradual reduction in operating performance due to normal wear and tear.
  
  4. COVERAGE: We agree to repair, replace, or reimburse You the cost of repairing or replacing a Covered Component on the Vehicle as a result of a Mechanical Breakdown arising out of the normal use of Your Vehicle, less Your Deductible, provided that We have given prior authorization before repairs begin.
  
  
  10. EXCLUSIONS – WHAT’S NOT COVERED: This Agreement provides No Benefits for:
  
  E. Any repair without Administrator’s prior authorization.
  
  CLAIMS PROCEDURE:
  
  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.
  
  10. Except for emergency repairs, NO CLAIMS WILL BE PAID WITHOUT PRIOR AUTHORIZATION FROM ADMINISTRATOR
  
  We are truly sorry that the VSC was not able to provide assistance with the requested repairs and sincerely regret any frustration or inconvenience that you or the contract holder may have experienced as a result.
  
  Please understand that although we will always do whatever we can to authorize the performance of repairs that may become necessary for our contract holders' vehicles, we must apply that coverage in accordance with all of the terms, conditions, limitations, and exclusions of the service contracts we administer.
  
  If you have any questions please do not hesitate to contact us at [email protected].

  Customer Answer

  Date: 12/07/2022

  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.]

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Dear ******s,
  
  I received a response from the warranty company but in that section I wasn’t able to respond.
  Can you Please kindly send my response to that company?the problem with this company is so obvious that that are trying to bounce me to the wall by saying the mechanic never contacted them.the business card of the mechanic was attached the payment method for the repair was attached and the mechanic said he called them but was on hold for so long for the claim department and he hang up.also the selling dealer contacted the local vendor Robert and asked the warranty company in claim department call the mechanic to verify as the mechanic cell number was also provided.mechanic said someone from the warranty company called him and spoke with him.
  I mean I can make the mechanic call these ppl again but what if the never open a claim and keep saying the same thing.the fact is simple,car issue was covered diagnosed and paid ,and all they have to do is to open a claim and investigate but to this date they haven’t even opened a claim to start with and they keep saying me the person has a contract with can’t open the claim!
  
  
  Regards 
  ******* ******** 

  
   

  

  Business Response

  Date: 12/07/2022

  We have reviewed the material presented by the contract holder. He was kind enough to further articulate his position and we have further reviewed the facts of the claim.   
  
  Upon review, the additional information provided by our contract holder shed no new information that would assist in the resolution of this matter.
  
  As previously stated, the following facts were presented:
  On September 28 the customer called the administrative office and reported that the vehicle was experiencing transmission issues. At this time the customer was given instructions to have the repair facility call NVP to begin a claim.
  We have conducted an audit of our inbound phone communications and we have no record of the repair facility attempting to contact the administrative office.
  On November 19, 2022, the selling dealer contacted the administrative office via email. The dealer provided an estimate for repair work from the shop.
  The estimate was dated September 30,2022.
  The dealer also included a final invoice detailing the repairs that have been completed.October 07, 2022.
  There has been no attempt to begin a claim according to the terms and conditions as detailed in the VSC.
  As detailed in the terms and conditions of the VSC, the contract holder is required to have the repair facility call the Administrator and verify coverage before any repairs could be completed.
  The repairs completed on the vehicle were completed without prior authorization and therefore not covered under the Terms and Conditions of the VSC.
  
  Again, we are truly sorry that the VSC has not been able to help with the requested repair and sincerely regret any frustration or inconvenience that the complainant may have experienced as a result. 
  Please understand that although we will always do whatever we can to authorize the performance of repairs that may become necessary for our contract holders' vehicles, we must apply that coverage in accordance with all terms, conditions, limitations, and exclusions of the service contracts we administer

• Initial Complaint

  Date:11/14/2022

  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 spent hours on hold trying to get a hold of the company. They gave me the run around about coverage. I’ve had to spend hundreds of dollars out of pocket for a rental. I purchased the plan for my vehicle which I have had less than 6 months. I’m BOLD sprint their company states they cover timing belt, but when I called them explaining my issue and that I need one they gave me the run around and told me it’s “normal wear and tear”. They won’t give me a refund on my purchase after I asked for one and they stole my money. I purchased this plan for a car that has less than 100,000 miles and didn’t intend to have any problems. They are a bait and switch company. Their customer service was disrespectful and they spoke to me as if I was in the wrong- however, I literally paid them thousands of dollars for a warranty that literally does nothing. They should be put out of business

  

  Business Response

  Date: 11/15/2022

  According to our records, the administrative office was made aware of the problems you were experiencing with the vehicle when the repair facility called in a claim on 11/02/2022. At that time, it was reported that the vehicle’s Check Engine light was on, the RPMs were racing, high idle, and engine noise.  There were multiple codes set for the auxiliary battery, the oil separator system, and timing chains.  The requested repair was to replace the PCV and breather hose, replace the auxiliary battery and to replace the loose timing chain. 
  Unfortunately, based on these facts and the level of coverage that was purchased, NVP was unable to afford coverage to replace the PCV, breather hose and auxiliary battery due to not being listed for coverage under the component coverage section of your contract. On 11/03/2022 the repair facility was advised they need to have the contract holder’s authorization for further tear down to determine the cause of failure and extent of damage to the timing chains.
  The claim has not been denied and we would urge you to have the repair facility contact us with a verifiable cause of failure and we will be happy to review the details and apply coverage where it is eligible.
  On 11/14/2022 you requested a cancellation of your VSC. Unfortunately, this request was made after the first 30 days of the VSC sale and was therefore ineligible for cancellation.
  Under the Terms and Conditions of your contract, 1. DEFINITIONS it states:
  COVERED COMPONENT(S)” means those items specifically listed under the section relating to coverage You have selected, that are original parts on Your Vehicle at the time of its purchase by You or like
  replacement parts meeting the manufacturer’s specification.
  “MECHANICAL BREAKDOWN” means the inability of any covered part or component to perform the function(s) for which it was designed due to defects in workmanship or materials. Mechanical Breakdown does not include the gradual reduction in operating performance due to normal wear and tear.
  “WEAR and TEAR” means the deterioration of a part that occurs naturally over time. Wear and Tear is not covered under this agreement unless the Wear and Tear surcharge is selected (limited to those components specifically outlined within the Wear and Tear surcharge)
  
  10. EXCLUSIONS – WHAT’S NOT COVERED: This Agreement provides No Benefits for:
  W. Diagnostic or Tear-down procedures and charges.
  15. CANCELLATION: If You cancel this Contract within the first 30 days of the Contract Purchase Date, We will refund 100% of the Contract Purchase Price to You, minus any paid or authorized claims made under this Contract. Otherwise only in the event that Your Vehicle is declared a total loss by Your insurance company or is repossessed by the Financial Institution / Lender, We and the Selling Dealer will refund a pro-rata portion of the Agreement purchase price.
  
  If you have any questions, please do not hesitate to contact us at [email protected].
  We are truly sorry that the VSC has not been able to aid with the requested repairs and sincerely regret any frustration or inconvenience that the complainant may have experienced as a result.  We are committed to working with our contract holders to apply coverage and we will be happy to work with the contract holder and repair facility to insure we honor our commitments to apply coverage where eligible.
  Please understand that although we will always do whatever we can to authorize the performance of repairs that may become necessary for our contract holders' vehicles, we must apply that coverage in accordance with all of the terms, conditions, limitations, and exclusions of the service contracts we administer.

• Initial Complaint

  Date:10/14/2022

  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 NVP warranty 6/5/21 when I purchased the a 2009 Audi Q7 my car began to overheat and I had it towed to ******** on smallman st PGH PA and It was found that I needed a head gasket I had to pay out of pocket $1500 for the engine to be taken a part in order for the warranty place to even consider the claim the inspector came out 10/14/22 and denied the claim which I called NVP for a explanation for reason of denial when I’m fact the shop also did not understand when the part was actually covered I feel they scam for money and Deny every claim beware consumers they are not a good and fair warranty I’m in hopes BBB can look into this and why I was denied the finding paperwork if I’m fact it’s truthful why can’t I get my paperwork of the findings from the inspection

  

  Business Response

  Date: 10/18/2022

  To Whom it May Concern:

  
  Thank you for your email dated October 14, 2022, notifying us of the complaint your office has received from our contract holder in connection with some recent requests for repairs under the terms of her vehicle service contract *********** [hereinafter “VSC”], referenced above.  We have researched our records regarding this matter and ask that you accept this letter in response to the concerns the contract holder has expressed.  Your patience in awaiting our reply has been very much appreciated.
  According to our records, the administrative office was made aware of the problems you were experiencing with the vehicle when the repair facility contacted us to start a claim on August 17, 2022. At that time, it was reported that the vehicle was not running properly, and it was using an excessive amount of coolant.  There were no leaks, but a pressure test confirmed that there was coolant entering one of the cylinders. The repair facility advised that the engine burns through about a gallon of coolant in an hour.  Coolant levels in the vehicle were very low.  

  
  On October 11, 2022, the repair facility reached out to report that the head was warped. At that time NVP requested an inspection to confirm the findings of the repair facility. On October 14, the inspection confirmed that the cylinder was warped by .008 which exceeds the original equipment manufacturer’s specifications of .005.  It was determined that the cause of failure was a warped head due to continued overheating.
  
  Under the Terms and Conditions of your contract, DEFINITIONS it states:
  “MECHANICAL BREAKDOWN” means the inability of any covered part or component to perform the function(s) for which it was designed due to defects in workmanship or materials. Mechanical Breakdown does not include the gradual reduction in operating performance due to normal wear and tear.
  
  10. EXCLUSIONS – WHAT’S NOT COVERED
  S. Any Mechanical Breakdown or damage caused by bolts, screws, carbon build-up in cylinders, clogged fuel injectors, contaminated fluids, fuel, or lubricants, foreign or unknown materials, coolant blockage, corrosion, detonation, failure to maintain proper levels of lubrication, fasteners, fire, fluid leaks, freezing, improper engine adjustments, improper fuel, coolant, fluids, or lubricants, lack of lubrication, lean fuel conditions, lubricant blockage, nuts, overheating, pinging, pre-ignition, residue, rust, seized or damaged parts due to operation without sufficient coolant, fluid, or oil, sludge buildup, varnish, warpage, water damage, water intrusion, or water leaks.

  
  We are truly sorry that the VSC has not been able to aid with the requested repairs and sincerely regret any frustration or inconvenience that the complainant may have experienced as a result.  We are committed to working with our contract holders to apply coverage and we will be happy to work with the contract holder and repair facility to insure we honor our commitments to apply coverage where eligible.

  
  Please understand that although we will always do whatever we can to authorize the performance of repairs that may become necessary for our contract holders' vehicles, we must apply that coverage in accordance with all the terms, conditions, limitations, and exclusions of the service contracts we administer.

  Customer Answer

  Date: 10/18/2022

  No you guys don’t you look forward to not paying and scams I feel you guys are not a good warranty I land I suggest anyone not to use them in the future if you plan on paying for a warranty NVP is not a good place to use I drove less than 10,000 miles in a year and they still found a loop hole I look forward to fighting this claim and suggest anyone that has a problem with them do the same the more people the better we can shut this scam down and fight our claims they are not a good people or a good place to give your money too we can make the possible the more claims of fraud and get them to not take anyone else’s money let’s fight against them 

• Initial Complaint

  Date:09/20/2022

  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 an extended warranty from NVP Warranty and they have denied a claim on a repair. NVP claimed that because it was wear and tear they have the right to refuse the claim. The shop that did the work found a failed tensioner that caused the premature wear. Although the shop was a certified shop and did all the proper diagnostics, NVP insisted on the shop tear down the engine so that an adjuster could inspect the failed parts. The adjuster agreed with the findings but NVP is denying the claim. They insist that the chain stretched and cause the failure of the tensioner, but the mechanism that keeps the adjuster tensioned with the engine off had failed and when the engine is started there is slack in the chain until oil pressure is high enough to take up the slack. So every time the engine is started there is shock in the chain until the tensioner pumps up. Because NVP had the shop tear the engine down before they could make a decision, I had no choice but to pay for the repairs myself so the truck would not take up space at the shop. All I'm asking is for NVP to refund the cost of the repairs.

  

  Business Response

  Date: 09/23/2022

  To Whom it May Concern:
  Thank you for your email dated September 20, 2022, notifying us of the complaint your office has received from our contract holder in connection with some recent requests for repairs under the terms of his vehicle service contract ***********.  We have researched our records regarding this matter and ask that you accept this letter in response to the concerns the contract holder has expressed.  Your patience in awaiting our reply has been very much appreciated.
  
  According to our records, the administrative office was made aware of the problems you were experiencing with your vehicle when your repair facility called in on July 01, 2022. At that time, it was reported that the vehicle was making a rattling noise which sounded like a knocking noise when the engine got hot. The repair facility reported that there was a lot of slack in the timing chain and that the tensioner was trying to take up the slack. 
  Teardown was authorized to find the cause of failure with this vehicle.  An independent inspector was sent out to review the findings of the repair facility.  The inspector verified the shop’s findings. The timing chains were stretched excessively, the tensioner was not holding tension.  It was determined that a stretched timing chain was the cause of failure.
  The loose timing chain caused the full extension of the tensioner due to the excess slack. The tensioner would only reach max extension due to excessively stretched timing chains, which would be a deterioration of the timing chain which occurred naturally over time.
  
  Under the Terms and Conditions of your contract, 1. DEFINITIONS it states:
  “MECHANICAL BREAKDOWN” means the inability of any covered part or component to perform the function(s) for which it was designed due to defects in workmanship or materials. Mechanical Breakdown does not include the gradual reduction in operating performance due to normal
  wear and tear.
  “WEAR and TEAR” means the deterioration of a part that occurs naturally over time. Wear and Tear is not covered under this Agreement.
  10. EXCLUSIONS – WHAT’S NOT COVERED: This Agreement provides No Benefits for:
  
  Y. “Wear and Tear” to any Covered Components.
  We are truly sorry that the VSC was not able to provide assistance with the total cost of repairs and sincerely regret any frustration or inconvenience that the complainant may have experienced as a result.   Please understand that although we will always do whatever we can to authorize the performance of repairs that may become necessary for our contract holders' vehicles, we must apply that coverage in accordance with all of the terms, conditions, limitations, and exclusions of the service contracts we administer.

  Customer Answer

  Date: 09/25/2022

  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.]

  The chain tensioner that is referenced as being over extended was because the tensioner on the other side had an internal failure and could not maintain tension when the engine was turned off.  NVP keeps stating that the tensioner is over extended, but when it is out of the engine it will over extend because it is under spring tension.
  
  Regards,
  
  *** *********
  
  
  
  
   

  

  Business Response

  Date: 09/28/2022

  To Whom it May Concern:
  Thank you for your email dated September 20, 2022, notifying us of the complaint your office has received from our contract holder in connection with some recent requests for repairs under the terms of his vehicle service contract ***********.  We have researched our records regarding this matter and ask that you accept this letter in response to the concerns the contract holder has expressed.  Your patience in awaiting our reply has been very much appreciated.
  
  According to our records, the administrative office was made aware of the problems you were experiencing with your vehicle when your repair facility called in on July 01, 2022. At that time, it was reported that the vehicle was making a rattling noise which sounded like a knocking noise when the engine got hot. The repair facility reported that there was a lot of slack in the timing chain and that the tensioner was trying to take up the slack. 
  Teardown was authorized to find the cause of failure with this vehicle.  An independent inspector was sent out to review the findings of the repair facility.  The inspector verified the shop’s findings. The timing chains were stretched excessively, the tensioner was not holding tension.  It was determined that a stretched timing chain was the cause of failure.
  The loose timing chain caused the full extension of the tensioner due to the excess slack. The tensioner would only reach max extension due to excessively stretched timing chains, which would be a deterioration of the timing chain which occurred naturally over time.
  
  Under the Terms and Conditions of your contract, 1. DEFINITIONS it states:
  “MECHANICAL BREAKDOWN” means the inability of any covered part or component to perform the function(s) for which it was designed due to defects in workmanship or materials. Mechanical Breakdown does not include the gradual reduction in operating performance due to normal
  wear and tear.
  “WEAR and TEAR” means the deterioration of a part that occurs naturally over time. Wear and Tear is not covered under this Agreement.
  10. EXCLUSIONS – WHAT’S NOT COVERED: This Agreement provides No Benefits for:
  
  Y. “Wear and Tear” to any Covered Components.
  We are truly sorry that the VSC was not able to provide assistance with the total cost of repairs and sincerely regret any frustration or inconvenience that the complainant may have experienced as a result.   Please understand that although we will always do whatever we can to authorize the performance of repairs that may become necessary for our contract holders' vehicles, we must apply that coverage in accordance with all of the terms, conditions, limitations, and exclusions of the service contracts we administer.

• Initial Complaint

  Date:08/12/2022

  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.

  Refusing to pay for enginge to be replaced.

  

  Business Response

  Date: 08/16/2022

  Re:      BBB Complaint Case #: ********
  To Whom it May Concern:
  Thank you for your email dated August 16, 2022, notifying us of the complaint your office has received from our contract holder in connection with some recent requests for repairs under the terms of her vehicle service contract [hereinafter “VSC”], referenced above.  We have researched our records regarding this matter and ask that you accept this letter in response to the concerns the contract holder has expressed.  Your patience in awaiting our reply has been very much appreciated.
  According to our records, the administrative office was made aware of the problems you were experiencing with your vehicle when your repair facility called in on June 22, 2022. At that time, it was reported that the vehicle would not start. The repair facility stated they replaced a crank sensor and there was still a no start issue and an engine compression issue, so they stopped their diagnostics. At that time, the shop was instructed to get the customer’s authorization for further diagnostics to show a mechanical failure.
  
  On August 8, 2022, *** sent out an independent inspector to determine what the mechanical breakdown was and confirmed there was in fact no mechanical breakdown to the timing belt. The inspector verified that the timing belt was loose. It was determined it was stretched due to time and miles which caused the engine to jump time and fail.
  
  Under the Terms and Conditions of your contract, 1. DEFINITIONS it states:
  
  “MECHANICAL BREAKDOWN” means the inability of any covered part or component to perform the function(s) for which it was designed due to defects in workmanship or materials. Mechanical Breakdown does not include the gradual reduction in operating performance due to
  normal wear and tear.
  
  “Wear and Tear” means the deterioration of a part that occurs naturally over time. Wear and Tear is not covered under this agreement
  
  Additionally, under the Terms and Conditions of the VSC, it explicitly states:
  
  10. Exclusions – What’s Not Covered: This agreement provides no benefit for:
  
  Y. “Wear and Tear” to any covered components
  
  Unfortunately, based on these facts and the level of coverage that was purchased, *** was unable to afford coverage and authorize repairs to replace the timing chains.
  
  We will always do whatever we can to authorize the performance of repairs that may become necessary for our contract holders' vehicles. However, we must apply that coverage in accordance with all the terms, conditions, limitations, and exclusions of the service contracts we administer.
  
  

  Customer Answer

  Date: 08/22/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  This is a batteries picture I am sending you. I rejected the answer they gave me. And sending a better picture of the manual stating that the timing belt does not need to be replaced till 150, 000 and 240,000 miles. Per the car manual. Which would not make this ware and tare. They specifically said it was not wear and tear. And both saying it's wear and tear.
  

  
  

  

  Business Response

  Date: 08/25/2022

  
  Thank you for your email dated August 23, 2022, notifying us of additional information your office has received from our contract holder in connection with the original complaint that was filed on August 16, 2022.  We have rereviewed our records regarding this matter and ask that you accept this letter in response to the concerns the contract holder has expressed.  Your patience in awaiting our reply has been very much appreciated.
  
  We have reviewed the material presented by the contract holder. She was kind enough to provide a copy of the maintenance schedule from the vehicle Owner's manual and a screen shot from the *** website. 
  
  Upon review, the additional information provided by our contract holder shed no new information that would assist in the resolution of this matter.
  
  The copy of the maintenance schedule shows the recommended time and mileage thresholds suggested by the original manufacturer at which the vehicle owner should replace the part in question.  It is not a guarantee that the part will not require maintenance prior to achieving those thresholds.
  
  The *** screen shot shows examples of coverage under the 3 Star plan. The examples on our website are for informational purposes only. It is not an admission of coverage, nor does it supplement contract language. We always adhere to the language as stated in the Vehicle Service Contract (VSC). Here is the disclosure as it appears on the *** website: 
  
  "This website is intended solely for the purpose of providing general information regarding the purchase of extended warranties. Specific contract terms, rates, taxes, fees and other charges are determined upon validation of vehicle information and acceptance by the extended warranty provider."
  
   *** takes great pride to do everything we can to afford coverage under the Terms and Conditions of the Vehicle Service Contract (VSC) where coverage is due.
  
  As previously stated, the following facts were presented:
  
  1)On June 22, 2022, the repair facility advised that the vehicle would not start and that they had replaced a crank sensor.
  2)After the installation, the vehicle still would not start.
  3) The vehicle had a compression issue.
  4) A request was made for approval to further diagnostics to show a mechanical failure.
  5)On August 8, 2022, *** sent out an independent inspector to determine the cause of mechanical failure.
  6)The inspector confirmed there was in fact no mechanical breakdown to the timing belt. The inspector verified that the timing belt was loose.
  7)It was determined it was stretched due to time and miles which caused the engine to jump time and fail.
  8)Under the Terms and Conditions of the Contract, a timing belt is only eligible for coverage if it is broken.
  9)A stretched timing belt is the result of regular usage over the course of time and miles and not the result of mechanical failure.
  
  Again, we are truly sorry that the VSC has not been able to help with the entire requested repair and sincerely regret any frustration or inconvenience that the complainant may have experienced as a result. 
  
  
  Please understand that although we will always do whatever we can to authorize the performance of repairs that may become necessary for our contract holders' vehicles, we must apply that coverage in accordance with all terms, conditions, limitations, and exclusions of the service contracts we administer.
  
  
  
  
  
  

• Initial Complaint

  Date:08/06/2022

  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 car last April and during the purchase was also a purchase of the warranty for the used vehicle. This year there is an issue with the car and I contacted the warranty company and the representative advised me that they would permit any mechanic to work on the vehicle. With the requirement that the the autobody shop only use parts provided by the warranty company and that the work has not been attempted without their okay. I asked the representative for a list of mechanics who they are established with so that I may take vehicle to the mechanic. The representative said any mechanic and did not give me any places to take my car. Unfortunately after calling over 30 mechanics no one has agreed to use parts sent by the warranty company due to the time length it would take.

  

  Business Response

  Date: 08/13/2022

  Re:      BBB Complaint Case #: ********
  To Whom it May Concern:
  Thank you for your email dated August 7, 2022, notifying us of the complaint your office has received from our contract holder in connection with some recent requests for repairs under the terms of her vehicle service contract [hereinafter “***”], referenced above.  We have researched our records regarding this matter and ask that you accept this letter in response to the concerns the contract holder has expressed.  Your patience in awaiting our reply has been very much appreciated.
  According to our records, the administrative office was made aware of the problems the contract holder was experiencing with the vehicle when she called in and spoke with a Customer Service Representative on July 20th, 2022.  She reported that she was having an unspecified issue with the vehicle.  She requested from our customer service representative a list of repair facilities which would partner with *** warranty. On July 20th she was advised that *** does not have a list of preferred repair facilities and that our contract holders were free to choose the repair facility that best fits their individual needs.
  Under the Terms and Conditions of the ***, it explicitly states:
  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.
  To provide the best possible part for the most cost-effective price, *** will look to a variety of sources.  These include parts sourced through the repair facility, the original equipment manufacturer, after-market, or refurbished suppliers. *** Warranty will always try to source parts in a way that is both affordable and timely.
  To apply coverage, *** Warranty attempted to contact the contract holder on August 9, 2022.  Currently, we have been unable to reach the contract holder in order to provide further assistance in creating and proceeding forward with the claim.
  We are truly sorry that the *** has not been able to aid with the requested repairs and sincerely regret any frustration or inconvenience that the complainant may have experienced as a result.  We are committed to working with our contract holders to apply coverage and we will be happy to work with the contract holder and repair facility to insure we honor our commitments to apply coverage where eligible.
  
  Please understand that although we will always do whatever we can to authorize the performance of repairs that may become necessary for our contract holders' vehicles, we must apply that coverage in accordance with all of the terms, conditions, limitations, and exclusions of the service contracts we administer.

• Initial Complaint

  Date:06/10/2022

  Type:Billing 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 warranty to cover engine and transmission. when I had to use the warranty The warranty company authorized the dealership mercedes’ benz for the repair to get done which is a new engine but did not inform the dealership or myself that certain parts that was needed to put a new engine in was not going to be covered to do the job. They just agreed for them to do the job and neither the warranty company or dealership notified me or asked for my authorization to move forward with the repair. Now the dealership is owed 10,000 dollars and have position of my vehicle since october 2021 and i still have position of their loaner vehicle that they need back as soon as possible. The dealership has said this has been the most difficult warranty company they have worked with and they were also unaware until payment was needed that the warranty did not cover the necessary parts to put a engine in. i spent a total of 5,189$ on this warranty and just purchased the vehicle less then a month prior to having trouble with this vehicle. This service has not tried to work with me in this matter at all. The matter is more urgent because it’s been 8 months of me being without my vehicle and having position of their loaner car

  

  Business Response

  Date: 06/13/2022

  To Whom it May Concern:
  
  Thank you for your email dated June 10, 2022, notifying us of the complaint your office has received from our contract holder in connection with some recent requests for repairs under the terms of his vehicle service contract [hereinafter “VSC”], referenced above.  We have researched our records regarding this matter and ask that you accept this letter in response to the concerns the contract holder has expressed.  Your patience in awaiting our reply has been very much appreciated.
  
  According to our records, the administrative office was made aware of the problems the contract holder was experiencing with his vehicle when the repair facility called in a claim on October 19, 2021.  They reported that the contract holder’s complaint was that the vehicle had a clacking noise when starting.   The contract holder was advised that same day that they would need to authorize tear down to be completed by the repair facility to determine the specific cause of failure.  The contract holder was further advised that their contract will only cover 1 hour labor time for diagnostic/tear down charges.
  
  
  Under the component section of the VSC, it explicitly states:
  
  Diagnostics – “Diagnostic time of up to a maximum of 1 (one) hour of labor for a covered repair unless a Covered Component failure is obvious by sight or sound”
  
  Labor – “Labor time required to repair or replace a Covered Components shall be based on industry accepted flat rate time and hourly rates shall be within accepted industry standards”
  
   Furthermore, under the Terms and Conditions of the VSC, it explicitly states:
  
  Definitions:
  “Mechanical Breakdown” means the inability of any covered component to perform the function(s) for which it was designed due to defects in workmanship or materials. Mechanical Breakdown does not include the gradual reduction in operating performance due to normal wear and tear
  
  8.   Labor:  “Labor charges shall be based on the current AllData Labor Guide and hourly
        rates shall be within accepted industry standards” 
  
  10. Exclusions-What’s Not Covered: 
  P.  “Maintenance services and parts which include, but are not limited to: nuts, bolts, fasteners, alignments, adjustments, cleaning, wheel balancing, spark plugs, spark plug wires, glow plugs, tune-ups, drive belts, brake pads, brake linings / shoes, wiper blades, filters, hoses, shop supplies, and environmental waste charges. 
  
  
  Unfortunately, the contract holder’s selected repair facility charged $5,875.00 in diagnostic/tear down charges, of which only 1 hour of industry standard labor rate or $126.58 was covered, per the above terms and conditions of the contract.  In addition, the repair facility charged $185.00 per hour for labor at 30.2 repair hours or $5,587.00 in total labor to replace the engine.  However, based on the Alldata repair time of 19.8 hours and the industry standard labor rate in that area of $126.58, NVP was only able to authorize $2,506.28 towards the repair time (in addition to the 1 hour for diagnostic/tear down).  Bolts, nuts, fasteners etc. are excluded from coverage.  In all, NVP Warranty did authorize $26,339.54 towards the eligible repairs.
  
  We are truly sorry that the VSC was not able to provide assistance with the total cost of repairs and sincerely regret any frustration or inconvenience that the complainant may have experienced as a result.   Please understand that although we will always do whatever we can to authorize the performance of repairs that may become necessary for our contract holders' vehicles, we must apply that coverage in accordance with all of the terms, conditions, limitations, and exclusions of the service contracts we administer.
  
  
  
  

  Customer Answer

  Date: 06/16/2022

  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,
  
  ***** *****
  
  
  
  When i purchased this warranty for the price that i paid for it, and throug out the process before approval of the repairs being done. It was not made clear that this company was only going to cover part of the engine the screws and bolts that were used is apart of the engine and used to put the engine inside the vehicle. without it the repair is impossible and a lose lose situation. further more i purchased the vehicle 9/22/2021 and it has been in the shop since 10/19/2021. I have not had the chance to even put any wear and tear onto it. i had the vehicle less then 30 days .The warranty was purchased for these reasons. I at least expect that the 5,189$ that i spent on this warranty be added towards the bill that the warranty company and dealership left behind. without my authorizazation. I have never had this issue with any warranty i have ever purchased, Ive never heard of a warranty covering a partial to to the part that it is suppose to cover. 
   

  

  Business Response

  Date: 06/17/2022

  TThank you for your email dated June 17, 2022, notifying us of additional information your office has received from our contract holder in connection with the original complaint that was filed on June 10, 2022.  We have rereviewed our records regarding this matter and ask that you accept this letter in response to the concerns the contract holder has expressed.  Your patience in awaiting our reply has been very much appreciated.
  
  After our last response, NVP warranty attempted to speak to the contract holder, but ended up speaking to his fiancé on June 13, 2022.   At that time, we explained in detail the discrepancy in costs and why the contract could not assist.   However, NVP was extremely empathetic to the contract holder’s situation and made a business decision to offer an additional $1,156.71 that represented some of the labor discrepancy.  This was the difference in the shops labor rate of $185 an hour and the market labor rate of $126.58 or $58.42 per hour,  times the Alldata time of 19.8 hours.   At this time we are waiting to hear back from the contract holder if they would like to accept this additional assistance.
  
  Unfortunately, the additional information submitted by our contract holder shed no new information that will assist further in the resolution to this matter.   
  
  As previously stated, the following facts were presented:
  The contract holder’s repair facility was advised that diagnostic/tear down charges were only covered up to 1 hour labor time per the Vehicle Service Contract (VSC).
  The repair facility was also advised that the contract pays Alldata repair time, which was 19.8 hours versus their quoted time of 30.2 hours
  The contract explicitly excludes bolts and screws under Section 10 Exclusion-What’s Not Covered, sub section P.
  
  Again, we are truly sorry that the VSC has not been able to help with the entire requested repair and sincerely regret any frustration or inconvenience that the complainant may have experienced as a result. 
  
  
  Please understand that although we will always do whatever we can to authorize the performance of repairs that may become necessary for our contract holders' vehicles, we must apply that coverage in accordance with all of the terms, conditions, limitations, and exclusions of the service contracts we administer.
  
  
  
  ell us why here...

  Customer Answer

  Date: 06/22/2022

  [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:05/25/2022

  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 2017, ****** * **** in December 2021. I also purchased an extended warranty with the vehicle for approximately 2700$. The brochure i was provided stated that engine repairs to a large degree were covered. However, to date, NVP has not honored its end of the bargain and is breaching our agreement. Sunday, April 24, 2022, **** **** * **** failed while returning home from church. I had the car towed to the nearest ****** Dealership. The dealership diagnosed the problem and stated the truck would need a new motor. I contacted NVP, the company i purchased an extended warranty from. NVP stated that the ****** company would have to tear the motor down and provide them with a failure code. The dealership provided MVP , photos and evidence that the damage was a result of internal engine failure and in their expert opinion the cause. Further, my vehicle has all its service records and has been maintained according to ******. NVP consistently has ignored the dealerships opinion, advice and consult and has insisted on additional cost,$ 6000, that have nothing to do with the actual repairs. The dealership has on numerous occasions informed NVP that this methodology is unreasonable, excessive and unnecessary. The service manager stated that the NVP representative stated, he is hedging his bets that the consumer will not pay the cost for minimal tear down and then NVP will not have to honor the warranty. The dealership has repeatedly advised NVP adjusters that there is not such thing as "minimal teardown". However, NVP keeps insisting on this unreasonable requirement in an effort that they will not have to honor the warranty. The practice NVP is using is deceptive on consumers and method they use to it bets they will not have to honor claims. NVP is purposely breaching the contract and not performing because they do not want to honor the claim.

  

  Business Response

  Date: 05/26/2022

  Re:       BBB Complaint Case #: ********
  
  To Whom it May Concern:
  
  Thank you for your email dated May 25, 2022, notifying us of the complaint your office has received from our contract holder in connection with some recent requests for repairs under the terms of his vehicle service contract [hereinafter “VSC”], referenced above.  We have researched our records regarding this matter and ask that you accept this letter in response to the concerns the contract holder has expressed.  Your patience in awaiting our reply has been very much appreciated.
  
  According to our records, the administrative office was made aware of the problems the contract holder was experiencing with his vehicle when the repair facility called in a claim on May 3, 2022.  They reported that the contract holder’s complaint was that the vehicle had an error light on the dash noting “turbo performance”.  The repair facility determined there was some sort of internal failure of the engine but were non-specific as to the cause of failure.  They further advised at the time of report that the oil level was about 4.5 quarts low (6.5-quart capacity) and as a result they were looking to replace the engine. 
  
  The repair facility was advised on May 3rd and May 12th that the contract holder would need to authorize tear down to determine the specific cause of failure.  On May 18th, the repair facility called in and advised that the contract holder refused to authorize tear dear.   To date this has not been completed.
  
  
   Under the Terms and Conditions of the VSC, it explicitly states:
  
  Definitions:
  “Mechanical Breakdown” means the inability of any covered component to perform the function(s) for which it was designed due to defects in workmanship or materials. Mechanical Breakdown does not include the gradual reduction in operating performance due to normal wear and tear
  
              10. Exclusions – What’s Not Covered: This agreement provides no benefit for:
               K. “Excessive oil consumption, loss of compression, or gradual reduction in     performance not associated with the Mechanical Breakdown of a Covered Component 
  
               S. “Any Mechanical Breakdown or damage caused by….failure to maintain proper levels of lubrication…..lack of lubrication”  
  
              12. Your Obligations:
               F. “Authorize the Licensed Repair Facility to Tear-Down Your Vehicle in order to determine  
               the cause of failure…”
  
  In an effort to attempt to apply coverage, NVP Warranty did dispatch an independent inspector who inspected the vehicle May 23, 2022.  Unfortunately, the vehicle was still fully assembled, and the repair facility was unable to demonstrate a specific cause of failure.
  
  We are truly sorry that the VSC has not been able to provide assistance with the requested repairs and sincerely regret any frustration or inconvenience that the complainant may have experienced as a result.  The repair facility has been advised that if and when tear down is completed, and they can demonstrate the specific cause of failure, NVP Warranty will re-dispatch an inspector to review the findings.
  
  Please understand that although we will always do whatever we can to authorize the performance of repairs that may become necessary for our contract holders' vehicles, we must apply that coverage in accordance with all of the terms, conditions, limitations, and exclusions of the service contracts we administer.
  

  Customer Answer

  Date: 06/01/2022

  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.
  
  NVP is purposely attempting to evade paying for the repairs.  NVP is attempting to establish that lack of lubrication is one of the factors that contributed to the mechanical failure.  That assertion is false.  The oil in the vehicle was changed shortly before the repair with full synthetic oil, which i am able to substantiate.  Because of the internal engine component failure there was an oil leakage when the care became inoperable.  Further, the dealership has records that demonstrate the level of care the vehicle has received.  NVP is a predatory extended warranty company that preys on its consumers.  Secondly, ******, the experts in repairing their own vehicles, has repeatedly tried to explain to NVP that an internal component has failed.  ****** has provided them pictures of metal shavings in the oil and oil filter, amongst other evidence.  ****** has repeatedly informed NVP that the cost to break down the engine will be approximately 6000$.  NVP asserts that this is a "minimal job" and does not "require much".  This cost is 6000$ that will not go toward the purchase of the vehicle.  Further, in the formation of this contract, it is overly burdensome, unconscionable to pay 6000$ for a tear down.   Most extended warranty contracts do not contain this provision.  NVP does because it is apart of its unscrupulous business practices that gives them a higher rate of denial.  NVP is hedging its bets as others have complained as well.  Secondly, the dealership that sold the warranty did not provide me a contract.  The dealership gave me a brochure that shows they cover a majority of the engine parts (see attached).  When i inquired i was informed "the brochure shows what is covered".  NVP can not produce a  complete contract.  I only signed a cover sheet that has the cost and level of coverage selected.  NVP and it's adjustors have allocated a certain amount of money for the repair and does not want to bear the amount ****** has estimated to make the repair.  Typical of NVP, as there are other complaints of this type of unscrupulous practices.  Someone needs to act on behalf of the consumer. 
  
  ******* *******
  
  
  
  
   

  

  Business Response

  Date: 06/02/2022

  To Whom it May Concern:
  
  Thank you for your email dated June 1, 2022, notifying us of additional information your office has received from our contract holder in connection with the original complaint that was filed on May 25, 2022.  We have rereviewed our records regarding this matter and ask that you accept this letter in response to the concerns the contract holder has expressed.  Your patience in awaiting our reply has been very much appreciated.
  
  Unfortunately, the additional information submitted by our contract holder shed no new information that will assist in the resolution to this matter and are unfounded accusations against our organization.   NVP takes great pride to do everything we can to afford coverage under the Terms and Conditions of the Vehicle Service Contract (VSC) where coverage is due.
  
  As previously stated, the following facts were presented:
  May 3, 2022, the contract holder’s repair facility called in looking to replace the engine without identifying the specific mechanical failure to the engine.
  At the time of report the shop stated that the vehicle oil level was 4.5 courts low on oil (6.5-quart capacity)
  Multiple requests to both the repair facility and the contract holder were made advising of the need for the shop to demonstrate the specific cause of failure, but the contract holder refused to allow the shop to complete this step necessary to determine coverage
  Under the Terms and Conditions of the contract, diagnostic/tear down is limited to 1 hour of labor
  NVP did proactively attempt to inspect the vehicle on May 23, 2022, at its own expense, but the vehicle was not on a lift and was totally assembled so we were unable to confirm a mechanical breakdown to the specific part that caused the engine to stop operating
  The original signed contract is held by the selling dealer, but we have attached an electronic copy of his contract to be reference.
  
  
  Again, we are truly sorry that the VSC has not been able to help with the requested repairs and sincerely regret any frustration or inconvenience that the complainant may have experienced as a result.  As previously mentioned, the repair facility and contract holder have been advised that if and when tear down is completed, and they can demonstrate the specific cause of failure, NVP Warranty will re-dispatch an inspector to review the findings.
  
  Please understand that although we will always do whatever we can to authorize the performance of repairs that may become necessary for our contract holders' vehicles, we must apply that coverage in accordance with all of the terms, conditions, limitations, and exclusions of the service contracts we administer.