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NVP Warranty Rating
Address: 5755 Granger Rd Ste 205, Seven Hills, Ohio, United States, 44131-1442
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This company MAY be good for dealers (because they make money off selling this product to their customers) but is NOT a good deal for consumers...it really feels like a big SCAM. The dealer I bought my car and this warranty from actually ended up severing ties with this company due to my terrible experience with them. Don't waste your $ on this company! Terrible warranty product--does not cover standard shop rates, or standard hours applied to fixing repairs, or factory/ name brand parts...they go out of their way to pay out as little as they possibly can, only offering to pay below average hourly shop rates, lower hours than shops quote, for the cheapest they can find a product, no matter what level warranty you pay for. Rude, unprofessional and slow customer service--they have 1 poor Indian guy who answers the phones and doesn't know anything then it's like pulling teeth to get anyone to call you back....everyone is always 'not available'. My case was escalated and STILL no one had the courtesy to call me...they decided to write me an email to cop out instead. I'm still waiting on my refund after canceling with them 6 WEEKS LATER...we'll see what that looks like. Do yourself a favor and DON't buy a warranty from this company and Revdex.com you should really look into this so called A+ rating for this company, far from accurate.
This company MAY be good for dealers (because they make money off selling this product to their customers) but is NOT a good deal for consumers...it really feels like a big SCAM. The dealer I bought my car and this warranty from actually ended up severing ties with this company due to my terrible experience with them. Don't waste your $ on this company! Terrible warranty product--does not cover standard shop rates, or standard hours applied to fixing repairs, or factory/ name brand parts...they go out of their way to pay out as little as they possibly can, only offering to pay below average hourly shop rates, lower hours than shops quote, for the cheapest they can find a product, no matter what level warranty you pay for. Rude, unprofessional and slow customer service--they have 1 poor Indian guy who answers the phones and doesn't know anything then it's like pulling teeth to get anyone to call you back....everyone is always 'not available'. My case was escalated and STILL no one had the courtesy to call me...they decided to write me an email to cop out instead. I'm still waiting on my refund after canceling with them 6 WEEKS LATER...we'll see what that looks like. Do yourself a favor and DON't buy a warranty from this company and Revdex.com you should really look into this so called A+ rating for this company, far from accurate.
I purchased a vehicle on 05/08/19 , first I was told I had to have the warranty in order to buy the car...second The motor suffers catastrophic engine failure. I opened a claim with NvP on 01/31 my air intake had a hole in it. I took it to a certified mechanic and the vehicle was diagnosed with a failed piston on cylinder #3 with ridges on the cylinder wall. After forcing me to pay for a tear down they sent out an adjuster and were set to call me back with results on how my claim would be approved. I called the company on 02/06 after not hearing back from anyone and was told by "Mr." who told me multiple times my claim was approved. I asked him how the claim was approved as the mechanic recommended a remanufactured motor. Mr *** then told me the claim was denied because of a failure on the spark plugs on cylinder #2 and #3 that caused the engine failure and therefore the vehicle is not covered. I told this information to the mechanic who denied this failure of the engine was due to spark plug failure..The mechanic called the adjuster to ask him "***" why he said the engine failure was because of spark plugs , *** replied that he didnt not state that was the cause of the failure and he would contact the company and straighten everything out. I called on 02/19 and was told that *** had still not called in. *** has now dissapeared and we are met with a "supervisor" *** who was supposed to assist me with my claim. *** told me that the reason this happened is becaise the vehicle had the origional spark plugs, that is not true because they were changed. While speaking with Mr. I can hear *** and the claim handler in the background speaking about my claim. All of the people I spoke with are in the same room and they are not professional. I asked for a refund on or around 02/07 but the claim handler just says im not in that department. He wouldnt even let me cancel the service.
I am disappointed to see your Revdex.com complaint. NVP Warranty prides itself on providing unparalleled customer service to its nationwide network of dealerships and their customers. We continually receive accolades from our dealers and their customers as evidenced by our 4.5 Star Google rating and our A+ Revdex.com rating.That said, I reviewed your claim (# ***) and the report we received from an independent inspector determined the cause of failure to be:•The #3 spark plug electrode is worn and broken off. The #2 and #4 spark plug electrodes are worn away and missing small pieces. The #1 spark plug is heavily worn and there is a heavy buildup of carbon. •Failure of the #3 spark plug resulted in debris damages to the piston top and cylinder wall of #3 and debris migration to cylinder #2 with sub damages to the piston top and cylinder wall.Unfortunately, as stated in Item No. 10 Section O of your NVP contract, failure as a result of damage caused by maintenance and service parts, including spark plugs, is excluded from coverage.Should you have any other questions or concerns about your claim or your NVP contract, please contact NVP’s claims manager
I have once again reviewed the independent agents report and
carefully examined the numerous pictures that were taken. It is very
clear that the spark plugs were heavily worn, damaged and had excessive amounts
of carbon on them. This, in turn, led to the damage of you piston top and
cylinder wall. Should you have any other questions or concerns about your claim or your NVP
contract, please contact NVP’s claims manager ***.
Revdex.com:
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.
I purchased a vehicle on 05/08/19 , first I was told I had to have the warranty in order to buy the car...second The motor suffers catastrophic engine failure. I opened a claim with NvP on 01/31 my air intake had a hole in it. I took it to a certified mechanic and the vehicle was diagnosed with a failed piston on cylinder #3 with ridges on the cylinder wall. After forcing me to pay for a tear down they sent out an adjuster and were set to call me back with results on how my claim would be approved. I called the company on 02/06 after not hearing back from anyone and was told by "Mr." who told me multiple times my claim was approved. I asked him how the claim was approved as the mechanic recommended a remanufactured motor. Mr *** then told me the claim was denied because of a failure on the spark plugs on cylinder #2 and #3 that caused the engine failure and therefore the vehicle is not covered. I told this information to the mechanic who denied this failure of the engine was due to spark plug failure..The mechanic called the adjuster to ask him "***" why he said the engine failure was because of spark plugs , *** replied that he didnt not state that was the cause of the failure and he would contact the company and straighten everything out. I called on 02/19 and was told that *** had still not called in. *** has now dissapeared and we are met with a "supervisor" *** who was supposed to assist me with my claim. *** told me that the reason this happened is becaise the vehicle had the origional spark plugs, that is not true because they were changed. While speaking with Mr. I can hear *** and the claim handler in the background speaking about my claim. All of the people I spoke with are in the same room and they are not professional. I asked for a refund on or around 02/07 but the claim handler just says im not in that department. He wouldnt even let me cancel the service.
I am disappointed to see your Revdex.com complaint. NVP Warranty prides itself on providing unparalleled customer service to its nationwide network of dealerships and their customers. We continually receive accolades from our dealers and their customers as evidenced by our 4.5 Star Google rating and our A+ Revdex.com rating.That said, I reviewed your claim (# ***) and the report we received from an independent inspector determined the cause of failure to be:•The #3 spark plug electrode is worn and broken off. The #2 and #4 spark plug electrodes are worn away and missing small pieces. The #1 spark plug is heavily worn and there is a heavy buildup of carbon. •Failure of the #3 spark plug resulted in debris damages to the piston top and cylinder wall of #3 and debris migration to cylinder #2 with sub damages to the piston top and cylinder wall.Unfortunately, as stated in Item No. 10 Section O of your NVP contract, failure as a result of damage caused by maintenance and service parts, including spark plugs, is excluded from coverage.Should you have any other questions or concerns about your claim or your NVP contract, please contact NVP’s claims manager
I have once again reviewed the independent agents report and
carefully examined the numerous pictures that were taken. It is very
clear that the spark plugs were heavily worn, damaged and had excessive amounts
of carbon on them. This, in turn, led to the damage of you piston top and
cylinder wall. Should you have any other questions or concerns about your claim or your NVP
contract, please contact NVP’s claims manager ***.
Revdex.com:
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.
Tim and Cathy both are really great Amazing service department
Tim and Cathy both are really great Amazing service department
I am a small dealership located in Oregon and have been working with NVP for about a year and a half now. I have had a very positive experience and I would highly recommend their warranty. It has been a pleasant working relationship with my rep Denise C. She has been very helpful in assisting me with getting my claims filed and paid and I will continue to sell their product to my customers. They have also taken care of my customers professionally and fast and that goes a long ways! Thanks again
I am a small dealership located in Oregon and have been working with NVP for about a year and a half now. I have had a very positive experience and I would highly recommend their warranty. It has been a pleasant working relationship with my rep Denise C. She has been very helpful in assisting me with getting my claims filed and paid and I will continue to sell their product to my customers. They have also taken care of my customers professionally and fast and that goes a long ways! Thanks again
Drivetrain warranty is worthless since buyer is responsible for mechanic removal and disassembly of part to prove no prior wear (the definition of used!). Real example: *** I bought it with warranty for peace of mind, drove it 145 miles and trans went. Hyundai dealer opened claim, NVP informed them that I was responsible for removal of trans and teardown to point of failure to prove to them no pre--existing problem, that this was true of any component. Their limit on trans was $2000. By the time I pay for removal and teardown even in unlikely case where they agreed failure was sudden, removal and teardown cost would eat up their $2000. And if they balked (again, used is by definition pre-existing wear) I'd be stuck with the full amount and a transmission now in pieces. Customer responsibility for teardown to the point of failure is true for all components. SCAM!
Drivetrain warranty is worthless since buyer is responsible for mechanic removal and disassembly of part to prove no prior wear (the definition of used!). Real example: *** I bought it with warranty for peace of mind, drove it 145 miles and trans went. Hyundai dealer opened claim, NVP informed them that I was responsible for removal of trans and teardown to point of failure to prove to them no pre--existing problem, that this was true of any component. Their limit on trans was $2000. By the time I pay for removal and teardown even in unlikely case where they agreed failure was sudden, removal and teardown cost would eat up their $2000. And if they balked (again, used is by definition pre-existing wear) I'd be stuck with the full amount and a transmission now in pieces. Customer responsibility for teardown to the point of failure is true for all components. SCAM!
Was called from NVP warranty on 1/17/2020 stating the entire claim was denied. My vehicle has been at the Subaru dealership since 01/06/2020. I am aware that the catalyst converter is not coveres by warranty but the ac compressor and the other are covered by warranty and the claim was still denied. It has been frustrating not knowing why it almost took two weeks to get an answer d I would like to reopen this claim.
We have tried to reach you via phone on several occasions to
discuss this matter. I have reviewed
your claim (***) again and determined the following:1. The technician and the independent inspector who inspected your vehicle determined that your vehicle needed a new A/C compressor.A/C compressors are a covered component on your contract so we approved payment for that item.2. The technician and the independent inspector who inspected your vehicle determined that your vehicle’s catalytic converter needs to be replaced.According to your contract, catalytic converters are not a covered component so we will be unable to provide any assistance with that item.3. The technician and the independent inspector who inspected your engine mounts and cooler lines determined that both of these items needed to be replaced.According to your contract, neither of the items are covered components so we will be unable to provide any assistance with them.4. NVP’s contract allows us to pay a market-based labor rate for covered repairs.In your market, the average labor rate is $105/hour.We have authorized payment of that rate.You can choose to pay the difference between that rate and the rate the dealership is charging you or we can direct you to one of many shops in your area that will complete the approved repairs at that rate.NVP Warranty strives to assist its customers with their vehicle
repairs whenever NVP can in accordance with the terms of the contracts it has
with its customers. If you have any other questions or concerns about
your vehicle and your NVP contract, please contact NVP’s claims manager ***.
Was called from NVP warranty on 1/17/2020 stating the entire claim was denied. My vehicle has been at the Subaru dealership since 01/06/2020. I am aware that the catalyst converter is not coveres by warranty but the ac compressor and the other are covered by warranty and the claim was still denied. It has been frustrating not knowing why it almost took two weeks to get an answer d I would like to reopen this claim.
We have tried to reach you via phone on several occasions to
discuss this matter. I have reviewed
your claim (***) again and determined the following:1. The technician and the independent inspector who inspected your vehicle determined that your vehicle needed a new A/C compressor.A/C compressors are a covered component on your contract so we approved payment for that item.2. The technician and the independent inspector who inspected your vehicle determined that your vehicle’s catalytic converter needs to be replaced.According to your contract, catalytic converters are not a covered component so we will be unable to provide any assistance with that item.3. The technician and the independent inspector who inspected your engine mounts and cooler lines determined that both of these items needed to be replaced.According to your contract, neither of the items are covered components so we will be unable to provide any assistance with them.4. NVP’s contract allows us to pay a market-based labor rate for covered repairs.In your market, the average labor rate is $105/hour.We have authorized payment of that rate.You can choose to pay the difference between that rate and the rate the dealership is charging you or we can direct you to one of many shops in your area that will complete the approved repairs at that rate.NVP Warranty strives to assist its customers with their vehicle
repairs whenever NVP can in accordance with the terms of the contracts it has
with its customers. If you have any other questions or concerns about
your vehicle and your NVP contract, please contact NVP’s claims manager ***.
My experience with this company is the same as all the other lower rated reviews here, terrible customer service, they don't pay the average hourly rate for service, they only cover the CHEAPEST possible part, They will NOT fix something until it's completely failed...which might lead to damaging other parts and they will NOT cover those items. DO NOT buy a warranty from this company, it's a scam in my honest opinion...it's also seems the same from 99% of the other people here too........Steve Taylor. There should be a zero star option.
My experience with this company is the same as all the other lower rated reviews here, terrible customer service, they don't pay the average hourly rate for service, they only cover the CHEAPEST possible part, They will NOT fix something until it's completely failed...which might lead to damaging other parts and they will NOT cover those items. DO NOT buy a warranty from this company, it's a scam in my honest opinion...it's also seems the same from 99% of the other people here too........Steve Taylor. There should be a zero star option.
They are very rude and do not uphold to their contract. I had a part on my car go bad that is covered by warranty and they did not want to cover the repair bill because the work was started early before contacting them. I had to get my car in the shop because it would not run but they wanted me to contact them first. So because of that they do not want to cover the repair bill. Their Claims manager *** is the absolute most unprofessional person I have ever talked too, he is very rude and will just say anything to get you off the phone. When I contacted him I told him the car was in the shop being worked on and he told me have the repair shop call which they did. He then told me “ the work is almost complete we cannot cover that “ after I had already told him my car was being worked on and almost complete with the repair. Absolutely terrible company do not get warranty from them.
The NVP Service Contract Application clearly states that all vehicle repairs require pre-authorization by NVP. Your vehicle was repaired prior to a claim being opened with NVP, consequently, your claim was denied.
As a gesture of good faith, we made an exception and paid the full amount of your claim.
Should you have any other questions or concerns about your claim or the NVP contract, please contact the NVP Claims Manager,***.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
They are very rude and do not uphold to their contract. I had a part on my car go bad that is covered by warranty and they did not want to cover the repair bill because the work was started early before contacting them. I had to get my car in the shop because it would not run but they wanted me to contact them first. So because of that they do not want to cover the repair bill. Their Claims manager *** is the absolute most unprofessional person I have ever talked too, he is very rude and will just say anything to get you off the phone. When I contacted him I told him the car was in the shop being worked on and he told me have the repair shop call which they did. He then told me “ the work is almost complete we cannot cover that “ after I had already told him my car was being worked on and almost complete with the repair. Absolutely terrible company do not get warranty from them.
The NVP Service Contract Application clearly states that all vehicle repairs require pre-authorization by NVP. Your vehicle was repaired prior to a claim being opened with NVP, consequently, your claim was denied.
As a gesture of good faith, we made an exception and paid the full amount of your claim.
Should you have any other questions or concerns about your claim or the NVP contract, please contact the NVP Claims Manager,***.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Regards
Services listed on website / repair coverage not being honored. Parts listed as covered online ( fuel pump and electronics ) and additional items such as necessary Orings and diagnostic fees not being covered. I have asked to speak to management by email 3 times and on the phone 4. Always reported as unavailable/ in meetings and specific contact information is not being shared. No attempt to reach out to me either. I was told to go to the dealership because I have the “5 star coverage” and it covers cost of labor and parts. No other repair shop given for service. Now labor is not covered in full, fuel pump is only half covered and no electronics are being covered. Not even the O rings or diagnostic fees as publicly listed on website.
On behalf of NVP, I apologize for any inconvenience you may have been caused and your dissatisfaction with NVP. I have reviewed your claim, ***, and here are my findings:
On October 1, 2019, the repair shop, BMW of Denver, called in a claim for a fuel pump and control module. Pursuant to Section 7 of your NVP contract, we sourced a brand-new OEM fuel pump from C&K auto parts for $184.73. Using AllData Labor Guide, as outlined in Section 8 of your contract, we approved 3.7 hours of labor time to complete the job at an industry standard labor rate for your area of $100/hour. Again, this is in accordance with Section 8 of your contract. Control modules are not covered under your contract. After reducing the claim amount by $100 (your deductible amount), your claim was approved for $454.73.
The repair shop is asking for $461.55 for a fuel pump which we can provide for $184.73 and is asking for an hourly labor rate of $165/hour versus the industry standard in your area of $100/hour. NVP contracts stipulate that covered repairs are completed at a fair and competitive price. If you wish to have the vehicle repaired at this repair shop, you will be responsible for any amounts exceeding the approved amount of $454.73. If you would prefer to take it to another repair facility, which will do the work within our approved pricing, we can provide you with some recommendations in your area.
NVP Warranty strives to assist its customers with their vehicle repairs whenever NVP can in accordance with the terms of the contracts it has with its customers. If you have any other questions or concerns about your vehicle and your NVP contract please contact NVP’s claims manager ***.
Revdex.com:
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.
I reject the idea that a five star warranty does not cover control modules in a necessary component of the vehicle. It is listed clearly on your website that electronics are covered along with fuel pumps. This seems like a bad business practice to pick and choose and leave it in the fine print that it is not covered. Also, O rings are not being listed in the covered quote. These are also listed on the website as covered. After speaking to *** in customer service, he claims that diagnostic fees are covered. However the 180.00 fee is also excluded. This is not five star service and this turn around time is unacceptable. The fees in a rental vehicle are becoming quite large, but I suspect that those are also not covered. Is there nothing else that can be done?
Regards
Mr.
NVP Warranty’s website and contract are very clear and specifically state that, with respect to fuel systems, the following items are covered under our 5 Star coverage option:
· primary electric fuel pump
· steel lines and fittings
· fuel injectors
· metering valve
· pressure regulator
· fuel gauge sending unit
· fuel tank
As you can see, nowhere on our website or contract do we offer coverage for control modules or O-rings like you assert.
The repair shop did not include diagnostic charges in the claim they submitted to NVP Warranty. As a courtesy, we will increase our approved claim amount by $100 to allow for 1 hour of diagnostic time at the industry standard labor rate for your area ($100/hour). This increases the approved claim amount to $554.73.
NVP Warranty strives to assist its customers with their vehicle repairs whenever NVP can in accordance with the terms of the contracts it has with its customers. If you have any other questions or concerns about your vehicle and your NVP contract, please contact NVP’s claims manager ***.
Services listed on website / repair coverage not being honored. Parts listed as covered online ( fuel pump and electronics ) and additional items such as necessary Orings and diagnostic fees not being covered. I have asked to speak to management by email 3 times and on the phone 4. Always reported as unavailable/ in meetings and specific contact information is not being shared. No attempt to reach out to me either. I was told to go to the dealership because I have the “5 star coverage” and it covers cost of labor and parts. No other repair shop given for service. Now labor is not covered in full, fuel pump is only half covered and no electronics are being covered. Not even the O rings or diagnostic fees as publicly listed on website.
On behalf of NVP, I apologize for any inconvenience you may have been caused and your dissatisfaction with NVP. I have reviewed your claim, ***, and here are my findings:
On October 1, 2019, the repair shop, BMW of Denver, called in a claim for a fuel pump and control module. Pursuant to Section 7 of your NVP contract, we sourced a brand-new OEM fuel pump from C&K auto parts for $184.73. Using AllData Labor Guide, as outlined in Section 8 of your contract, we approved 3.7 hours of labor time to complete the job at an industry standard labor rate for your area of $100/hour. Again, this is in accordance with Section 8 of your contract. Control modules are not covered under your contract. After reducing the claim amount by $100 (your deductible amount), your claim was approved for $454.73.
The repair shop is asking for $461.55 for a fuel pump which we can provide for $184.73 and is asking for an hourly labor rate of $165/hour versus the industry standard in your area of $100/hour. NVP contracts stipulate that covered repairs are completed at a fair and competitive price. If you wish to have the vehicle repaired at this repair shop, you will be responsible for any amounts exceeding the approved amount of $454.73. If you would prefer to take it to another repair facility, which will do the work within our approved pricing, we can provide you with some recommendations in your area.
NVP Warranty strives to assist its customers with their vehicle repairs whenever NVP can in accordance with the terms of the contracts it has with its customers. If you have any other questions or concerns about your vehicle and your NVP contract please contact NVP’s claims manager ***.
Revdex.com:
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.
I reject the idea that a five star warranty does not cover control modules in a necessary component of the vehicle. It is listed clearly on your website that electronics are covered along with fuel pumps. This seems like a bad business practice to pick and choose and leave it in the fine print that it is not covered. Also, O rings are not being listed in the covered quote. These are also listed on the website as covered. After speaking to *** in customer service, he claims that diagnostic fees are covered. However the 180.00 fee is also excluded. This is not five star service and this turn around time is unacceptable. The fees in a rental vehicle are becoming quite large, but I suspect that those are also not covered. Is there nothing else that can be done?
Regards
Mr.
NVP Warranty’s website and contract are very clear and specifically state that, with respect to fuel systems, the following items are covered under our 5 Star coverage option:
· primary electric fuel pump
· steel lines and fittings
· fuel injectors
· metering valve
· pressure regulator
· fuel gauge sending unit
· fuel tank
As you can see, nowhere on our website or contract do we offer coverage for control modules or O-rings like you assert.
The repair shop did not include diagnostic charges in the claim they submitted to NVP Warranty. As a courtesy, we will increase our approved claim amount by $100 to allow for 1 hour of diagnostic time at the industry standard labor rate for your area ($100/hour). This increases the approved claim amount to $554.73.
NVP Warranty strives to assist its customers with their vehicle repairs whenever NVP can in accordance with the terms of the contracts it has with its customers. If you have any other questions or concerns about your vehicle and your NVP contract, please contact NVP’s claims manager ***.