National Vehicle Protection Services

Complaint: [redacted]
I am rejecting this response because:It's like I said previously I was unaware of the fact that this company did not consider Puerto Rico a part of the United States. If in their contract they would clearly...

state that they only service the United States and Canada but Not any US territories then I would have never purchased that contract because I knew I would eventually move here and me being of Puerto Rican heritage and We don't have to a passport or have to have a green card or any sort of thing like that, it just doesn't make sense for me to purchase a contract for over $3000 dollars and then it not be of value to where I was eventually going to be living. I think this company should clearly state in their contract that Puerto Rico or any other US territory like Guam or American Samoa,etc is not considered part of the United States so people that are from these territories could know from the very beginning that they would be wasting their time and money with this company.
Sincerely,
[redacted]

On September 16th, 2016, Ms. [redacted] pruchased a service contract on her 2008 Chevrolet HHR.  Since that date NVPS the only contact with Ms. [redacted] was on  December 2nd, 2016 regarding updating her payment information.As NVPS is not responsible for the approval and/or denial of...

claims, we were unaware of any issues with Ms. [redacted]'s vehicle repairs.  Only after receiving the complaint filed by Ms. [redacted] was NVPS made aware of the administrator's decision to deny a claim filed.  The administrator determined that the repair would not be covered due to a pre-existing condition.NVPS does not report any information to credit agencies.  Therefore, Ms. [redacted]'s credit will not be affected should she cancel her contract.  Ms. [redacted] may contact us regarding cancellation procedures or refer to her contract.  I have included a copy of her contract for reference.We apologize for any inconvenience this has caused.Thank you.

Revdex.com Serving Eastern Missouri and Southern Illinois 211 N Broadway, Ste. 2060 Saint Louis, MO 63102 Re: [redacted] April 5th, 2016 ...

Case #: [redacted] To Whom It May Concern, The post card Mrs. [redacted] has received is simply and advertisement. I have placed Mrs. [redacted] in ‘Take Me of The List’ status so she will not receive any more advertisements. We apologize for any inconvenience this has caused. Thank you, [redacted] Customer Service Manager (P) [redacted] (F) [redacted] (E) [redacted]@nvps-inc.com

Initial Business Response /* (1000, 6, 2015/11/10) */
Initial Consumer Rebuttal /* (2000, 8, 2015/11/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will wait 48 hours to see if my refund comes per letter from business.

Initial Business Response /* (1000, 6, 2015/12/03) */

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I did recieve a partial refund however I am still displeased because upon getting tge warranty I was told one thing...

when it was purchased to find out I was lied to about things covered so why should I stand a loss? This was a total ripoff..however business is built on word of mouth so I definitely  will inform famiky and friends...God knows what you do so dont think you will prosper due to taking advantage of  innocent  people.NO WEAPON FORMED AGAINST ME SHALL PROSPER!!!
Sincerely,
[redacted]

Hello,  A response has been faxed.  Thanks,[redacted]

Initial Business Response /* (1000, 6, 2015/08/28) */

Our records indicate that on April 28th, 2013, Mr. [redacted] contacted National Vehicle Protection Services and purchased a service contract (#[redacted]) on his 2005 Ford F150.  At that time Mr. [redacted] agreed to the price, terms, and conditions and entered into the contract.On November...

7th, 2016, Mr. [redacted] contacted NVPS to inquire about a claim. As we are not responsible for the approval and/or denial of claims, the representative transferred Mr. [redacted] to his administrator. Since then NVPS has not heard from Mr. [redacted]. After reviewing the information available to NVPS, it was determined that $1118.65 was approved towards the repairs on Mr. [redacted] vehicle. A representative from NVPS will be reaching out to Mr. [redacted] to inquire about the issues he has with this claim. We apologize for any inconvenience this has caused Mr. [redacted]. If there are any further questions regarding this account, please contact me directly at [redacted].Thanks, [redacted]Customer Service Manager[redacted]@nvps-inc.com

Initial Business Response /* (1000, 8, 2016/02/08) */

Revdex.com:
I have reviewed the response made by the business in reference to compaint. I am still waiting for a proper refund on my behalf. 
Sincerely,
[redacted]

Hello, I Have faxed a response to this complaint. Thanks, [redacted]

Complaint: [redacted]
I am rejecting this response because:
No resolution has been made regarding the money I spent for a repair that should have been covered.  When I spoke with a representative from NVPS in September about purchasing this coverage they verified the mileage on my car.  I only considered purchasing the coverage because the rep said that it would cover transmission and engine repairs, which, realistically would arise sometime during the lifetime of the policy due to the miles that were currently on the car at the time the protection plan was purchased. NVPS contracts with Royal Administration to make the decisions of what is covered and what is not.  I find it difficult to believe that NVPS  has nothing to do with those decisions.  They are, after all, the company that said the policy would cover mechanical breakdowns such as what I experienced.I request that NVPS review the decision with Royal Administration and provide an explanation to me as to how a car can not have pre-existing conditions such as wear and tear on any moving part after 107,000 miles.  NVPS approved me to purchase the plan knowing the mileage, therefore, according to the logic that Royal Administration is using, NVPS KNEW that my car had pre-existing conditions based off of having been driven.I believe t hat NVPS misrepresents themselves to consumers when they say  that they will cover repairs, when in fact they won't because the vehicle has been driven.  They took my money under false pretenses and I want it to be fully refunded.  Additionally, I want the cost of the transmission repair reimbursed to me.  I don't care who pays it back to me, Royal or NVPS - just reimburse all monies paid on the policy and for the repair I had to pay myself that should have been covered.  I did provide the documentation that the transmission was serviced in July as a preventative measure due to the miles on the car at that time.  I did not neglect my vehicle and there was no problem with the transmission found at that time.  Therefore, there is no pre-existing condition other than the fact that the car was driven over the course of 8 years.
Sincerely,
[redacted]

To Whom It May Concern, The post card Mrs. [redacted]’s grandmother received was just an advertisement. On January 27th, 2017 Mrs. [redacted]’s granddaughter contacted NVPS to have her grandmother removed from our mailing list. The representative who took the phone call placed her in “Take Me Off...

the List Status”. We apologize for any inconvenience this has caused. If there are any further questions, please feel free to contact me using the information provided below. Thank you,   [redacted]) Customer Service Manager (P) [redacted] (F) [redacted] (E) [redacted]@nvps-inc.com

The man who called was extremely rude.  He paid no attention to what I was trying to tell him.  He disputed my word.  He was demanding and loud.  He spoke over my voice. The main reason that I called the phone number was to tell him or her  that my husband died nearly 2 years ago  When I  FINALLY got that point across, he ask to speak to the head of the household.  I replied that I was, he also disputed that.  I am in no way satisfied with the given response.

See attached To Whom It May Concern,Our records indicate that on July 26th, 2017 Mr. [redacted] called National Vehicle Protection Servicesoff an advertisement he received in the mail. That day Mr. [redacted] purchased a Service...

Contract on his2011 Honda CR-V. On January 25th, 2017 [redacted] contacted NVPS to cancel the contracts as theyhad two contracts on the vehicle. At that time, she was provided with the cancellation procedures andall future payments were stopped. On January 26th 2017 the cancellation request was received, andtheir refund was sent to processing. Today, February 2nd 2018 a refund was issued back to his originalform of payment. We apologize for any inconvenience this may have caused Mr. [redacted]. If there are anyfurther questions regarding this account, please contact me directly at [redacted].Thank you,[redacted]Customer Service Manager(P) [redacted] Ext. [redacted](F)

See attached

On May 2nd, 2016 a representative from National Vehicle Protection Services contacted Mrs. [redacted] in regards to a request for a quote via the internet. At that time Mrs. [redacted] agreed to the price, terms, and conditions and entered into the contract. A contract was mailed to her on May 6th,...

2016. On May 11th, 2016 Mrs. [redacted] contacted NVPS and requested an email of her contract. This email was sent the same day it was requested. I suspect Mrs. [redacted] sent her cancellation request to the same email address used to generate her emailed copy of the contract. If that is the case, a response to contact us via telephone would have been generated to an incoming email. On May 31st, 2016 Mrs. [redacted] contacted NVPS to cancel her contract. After speaking with the representative Mrs. [redacted] chose to continue coverage. On July 8th, 2016 Mrs. [redacted] contacted NVPS to cancel her contract due to a denied claim. As NVPS is just the broker for her contract, we are not responsible for the approval and/or denial of claims. After looking into the claim, it was discovered the vehicle had not completed the required 1,000-mile waiting period. This grace period was explained to Mrs. [redacted] when she purchased the coverage and is also located on the Declaration page of her contract. Mrs. [redacted] was advised of the cancellation procedures. These procedures are also outlined in her contract. To date NVPS has not received her written notice of cancellation. Once NVPS receives Mrs. [redacted]’s cancellation request, her contract will be cancelled and any pro-rata refund due will be issued directly back to her Visa card. I have included a copy of her contract for your records. We apologize for any inconvenience this has caused. If there are any further questions or concerns, please do not hesitate to contact me directly at [redacted]. Thank you,   [redacted] Customer Service Manager (P) [redacted] Ext. [redacted] (F) [redacted] (E) [redacted]@nvps-inc.com

Complaint: [redacted]
I am rejecting this response because: I was never explained about the 1000 mile part ever in any conversation, including the SAMPLE document of policy. Including the conversation with the policy payment lowered to $199+ change, call. & The new pay link did not appear until after I made a claim.
Sincerely,
[redacted]

On January 6th, 2016 Mr. [redacted] purchased the service contract on his 2014 BMW X3. Since that date NVPS had not had any contact with Mr. [redacted] until after receipt of his complaint. As NVPS is not responsible for the approval and/or denial of claims, we were unaware of any issues with Mr. [redacted]’s...

vehicle repairs. After reaching out to the administrator who is responsible for the approval and denial of claims, it was determined that the difference in cost was due to labor costs. The administrator approved a total of $290.51 (of which only $150.33 was for parts), after Mr. [redacted]’s $100.00 deductible a total of $190.51 was paid to the shop. Any labor time not approved by the administrator is the responsibility of the consumer. Shortly after this complaint was received, Mr. [redacted] filed another claim on his contract and an additional $553.95 in claims were paid towards another repair.  We apologize for any inconvenience this has caused.