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Address: 5755 Granger Rd Ste 205, Seven Hills, Ohio, United States, 44131-1442
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I purchased a 2011 Buick from them and at the time the salesman automatically put a extra NVP warranty that was $1295.00 on top of the cars price. When they were doing the financing I looked at the NVP warranty and questioned it but the salesman convince me that it was a really good thing and I thought maybe it's a good idea because it is a seven year old car. So I went ahead and purchase the car. 5 months later the check engine light came on and then the next day it was out again. I thought maybe the gas cap was loose or something. I continue to drive it. A week or so went by and it came back on again and the owners manual says that if the light is on steady and emission control system malfunction has been detected and the vehicle diagnostic and service might be required then it says the first thing to do is check the fuel cap is fully tightened. I thought well maybe there's something going on with it so I did what the owner's manual said and talk to somebody to have it looked at professionally. I contacted *** and talk to the service manager there and he said it would probably be better if I took it to a Buick dealer in which I did schedule an appointment and towed the car to the Buick dealer. The dealer said the timing chain guides broke and that's what caused the check engine light to come on. I contacted *** and told them they contacted the NVP warranty Company. The warranty company said because I drove it after the check engine light came on and went out that they were not going to cover the warranty. The timing chain guides broke BEFORE the check engine light came on the first time. Possibly long before there was any indication of a problem. There is only two codes, both related to cam phase timing. (one intake, one exhaust.) according to the dealer, The owners manual says if the check engine light comes on and stays on to schedule to have it looked at by a professional and that's exactly what I did. I even towed the car to the dealer at my expense and paid to have it torn down to see what the problem was. That's when it was discovered the timing chain guides were broken. Every mechanic I talked to says theirs no way driving the car with the check engine on caused the problem. The timing guides braking caused this problem and should be covered under warranty. So now I'm stuck with a car that I still owe money on that doesn't run at all unless I pay for the repairs out of my own pocket. The NVP warranty they sold me is absolutely useless. It even specifies in the paperwork that they'll do timing chain repairs. I would not recommend these people to anybody because it's been nothing but grief for me. The Buick dealer told me that most likely the timing chain guide problem was present when I bought the vehicle. I've had the car for about 5 months and 6400 miles. And now it's going to cost me thousands to repair. I feel like I've been ripped off.
The Freeze frame data from the vehicle shows that issues started to occur at 736, 661 and 436 prior to being taking to a repair facility. With continued operation of the vehicle further damage was created. Under the terms of the agreement if a vehicle is continued to be driven then the item that failed will not be covered.
There is also a section of the contract that says if a problem existed before the contract was signed that that issued would not be covered by the contract. From your statement the Buick dealer thought the part was failing before you purchased the vehicle.
Because of these findings a 3rd party inspector was sent to view the vehicle and inspect it for cause of failure. The finding concluded that the damage was sustained over time and that continued operation created farther damage to include the breaking of the stationary guide, upper anchor bolt, and the forward most balance shaft gear. This damage also created metal and plastic contamination. Based on the information provided from the freeze frame data, the repair facility and the inspector, the claim was denied because the vehicle was continued to be driven after an issue occurred.
This information is available to the customer per their request.
As a consumer as soon as a light came on I reference the owner's manual and did exactly what it said. The next day the light was out so I assumed everything was okay and continue to drive it to work and back approximately 350 miles per week. When the light came back on is when I started seeking repairs maybe another week before I was able to get the car into the dealer. The owner's manual stated To schedule an appointment and have the car looked at. It was running fine and there was no indication of a critical failure. The owner's manual also says if the check engine light is flashing to find a safe place to stop the car and turn the engine off and get it towed. The light was not flashing it was on steady indicating a malfunction with the emission system. it was not an indication of a critical failure since the car seem to be running normally. I drove the car approximately 700 miles after the check engine light came on the first time and went out again then came on a week or so later again. There is no way that me as a consumer could have known about this critical failure of the timing chain guides or anybody else until after the engine was disassembled. as for whether the problem was there when I purchased the car or happened after I purchased the car there's really no way anybody could know that either. I think NVP Warranty company is doing anyting they can to get out of paying for repairs on the car.
I purchased a 2011 Buick from them and at the time the salesman automatically put a extra NVP warranty that was $1295.00 on top of the cars price. When they were doing the financing I looked at the NVP warranty and questioned it but the salesman convince me that it was a really good thing and I thought maybe it's a good idea because it is a seven year old car. So I went ahead and purchase the car. 5 months later the check engine light came on and then the next day it was out again. I thought maybe the gas cap was loose or something. I continue to drive it. A week or so went by and it came back on again and the owners manual says that if the light is on steady and emission control system malfunction has been detected and the vehicle diagnostic and service might be required then it says the first thing to do is check the fuel cap is fully tightened. I thought well maybe there's something going on with it so I did what the owner's manual said and talk to somebody to have it looked at professionally. I contacted *** and talk to the service manager there and he said it would probably be better if I took it to a Buick dealer in which I did schedule an appointment and towed the car to the Buick dealer. The dealer said the timing chain guides broke and that's what caused the check engine light to come on. I contacted *** and told them they contacted the NVP warranty Company. The warranty company said because I drove it after the check engine light came on and went out that they were not going to cover the warranty. The timing chain guides broke BEFORE the check engine light came on the first time. Possibly long before there was any indication of a problem. There is only two codes, both related to cam phase timing. (one intake, one exhaust.) according to the dealer, The owners manual says if the check engine light comes on and stays on to schedule to have it looked at by a professional and that's exactly what I did. I even towed the car to the dealer at my expense and paid to have it torn down to see what the problem was. That's when it was discovered the timing chain guides were broken. Every mechanic I talked to says theirs no way driving the car with the check engine on caused the problem. The timing guides braking caused this problem and should be covered under warranty. So now I'm stuck with a car that I still owe money on that doesn't run at all unless I pay for the repairs out of my own pocket. The NVP warranty they sold me is absolutely useless. It even specifies in the paperwork that they'll do timing chain repairs. I would not recommend these people to anybody because it's been nothing but grief for me. The Buick dealer told me that most likely the timing chain guide problem was present when I bought the vehicle. I've had the car for about 5 months and 6400 miles. And now it's going to cost me thousands to repair. I feel like I've been ripped off.
The Freeze frame data from the vehicle shows that issues started to occur at 736, 661 and 436 prior to being taking to a repair facility. With continued operation of the vehicle further damage was created. Under the terms of the agreement if a vehicle is continued to be driven then the item that failed will not be covered.
There is also a section of the contract that says if a problem existed before the contract was signed that that issued would not be covered by the contract. From your statement the Buick dealer thought the part was failing before you purchased the vehicle.
Because of these findings a 3rd party inspector was sent to view the vehicle and inspect it for cause of failure. The finding concluded that the damage was sustained over time and that continued operation created farther damage to include the breaking of the stationary guide, upper anchor bolt, and the forward most balance shaft gear. This damage also created metal and plastic contamination. Based on the information provided from the freeze frame data, the repair facility and the inspector, the claim was denied because the vehicle was continued to be driven after an issue occurred.
This information is available to the customer per their request.
As a consumer as soon as a light came on I reference the owner's manual and did exactly what it said. The next day the light was out so I assumed everything was okay and continue to drive it to work and back approximately 350 miles per week. When the light came back on is when I started seeking repairs maybe another week before I was able to get the car into the dealer. The owner's manual stated To schedule an appointment and have the car looked at. It was running fine and there was no indication of a critical failure. The owner's manual also says if the check engine light is flashing to find a safe place to stop the car and turn the engine off and get it towed. The light was not flashing it was on steady indicating a malfunction with the emission system. it was not an indication of a critical failure since the car seem to be running normally. I drove the car approximately 700 miles after the check engine light came on the first time and went out again then came on a week or so later again. There is no way that me as a consumer could have known about this critical failure of the timing chain guides or anybody else until after the engine was disassembled. as for whether the problem was there when I purchased the car or happened after I purchased the car there's really no way anybody could know that either. I think NVP Warranty company is doing anyting they can to get out of paying for repairs on the car.
Purchased car warranty, the company NVP WARRANTY is a scam and is not providing the serves I already paid for:
Purchased the warranty and am abiding by the contract. Brought the car to the mechanic, did all what I was asked to do so they can send a third party inspector. The inspector goes to the mechanic shop, takes a few pictures and an oil sample then leaves. My mechanic who is a fully certified BMW mechanic states it is the oil pump which is covered under contract. Yet now the warranty company is stating to me that they won't cover anything because they say the engine is covered in oil and it needs to be cleaned and multiple unnecessary reasons. they are trying to literally find any way to not honor the claim. They even end the call on my face multiple times. Now they want me to pay for tearing up half the engine apart to visually see the problem. Even though my mechanic has already proved to them where the problem is. They have accused the oil leak on the engine is due to an oil leak from the oil filter housing gasket which has already been replaced as preventative maintenance and I have pictures to prove it is not leaking. My mechanic told me that the inspector didn't do much inspecting and did not write any report while he was at the mechanic shop. This is all a scam and an investigation needs to be launched to uncover this major fraud.
On 04/19/2017 *** purchased a 2011 BMW 3 Series. The dealer also sold him a vehicle service contract.
Customer’s complaint when they first called in was that the vehicle had no power steering, the second call was that there was a major oil leak and that the crank makes a loud noise.
Our report was that the vehicle would not start. The repair shop said it was because of a lack oil pressure that the engine would not start. There were also oil leaks and then the engine does crank there is a loud noise. Because there was a language barrier the claims adjuster was having issues getting a diagnosis from the repair shop. We paid for an inspector to go see the vehicle, verify failures and if possible cause of failures. Since the battery was dead the repair shop agreed to hook up a jumpbox to get the vehicle started.
Inspectors findings- “Vehicle seen on outside lift. Front area of engine covered with oil and dripped down to lower area at front. With battery pack engine would not turn over. Tech states oil seen on engine is from oil filter housing gasket. Inspector believes that is source but clean up needed to confirm. Tech stat's starter is seized and cause of no turn-over of engine. Inspector cannot confirm. With battery pack on, was able to get mileage, scan tool shows no codes or freeze frame found. Drive belt is shredded. Unable to confirm loud noise at engine due to no turn-over/start condition. Tech states oil pump is also failed, stated no oil movement seen at filler for oil. Inspector cannot confirm. No impact, comm., rust or corrosion. Oil pump located inside oil pan, cannot visualize. Oil sample taken at drain, oil is black and thick. Will hold sample.
Inspector's Opinion of Cause of Failure:
Inspector cannot confirm failure of oil pump, starter or loud engine noise as presented”
From the inspectors photos and statement we found that the repair shop has not shown cause of failure of the starter, or the oil pump.
The customer is requesting NVP to replace the oil pump that is housed in the engine oil pan. In order to move forward on a claim a cause of failure must be determined. Since the issue was not reproduced and/or the failure on the oil pump was not found we are not able to move forward on the claim. The repair shop must show a cause of failure to an inspector. This is not a scam or an attempt to deny the claim, it is because a failure must be shown to move forward on a claim. The claim’s adjuster would be more than happy to walk through everything with you to make sure that the two of you are on the same page so you can move forward with your claim.
[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.]
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. My mechanic and I have spoken to the adjuster with NVP Warranty. We have both agreed to tear the engine apart to address the failure and be able to visually see it. Even though this will cost me out of pocket money for now. Then the inspector will come and check the car out. I would like to be informed on when the inspector is scheduled to come as I would like to help out around the language barrier and take pictures and witness the inspection process. I will report back to let Revdex.com if NVP will move forward with me.
Regards
Purchased car warranty, the company NVP WARRANTY is a scam and is not providing the serves I already paid for:
Purchased the warranty and am abiding by the contract. Brought the car to the mechanic, did all what I was asked to do so they can send a third party inspector. The inspector goes to the mechanic shop, takes a few pictures and an oil sample then leaves. My mechanic who is a fully certified BMW mechanic states it is the oil pump which is covered under contract. Yet now the warranty company is stating to me that they won't cover anything because they say the engine is covered in oil and it needs to be cleaned and multiple unnecessary reasons. they are trying to literally find any way to not honor the claim. They even end the call on my face multiple times. Now they want me to pay for tearing up half the engine apart to visually see the problem. Even though my mechanic has already proved to them where the problem is. They have accused the oil leak on the engine is due to an oil leak from the oil filter housing gasket which has already been replaced as preventative maintenance and I have pictures to prove it is not leaking. My mechanic told me that the inspector didn't do much inspecting and did not write any report while he was at the mechanic shop. This is all a scam and an investigation needs to be launched to uncover this major fraud.
On 04/19/2017 *** purchased a 2011 BMW 3 Series. The dealer also sold him a vehicle service contract.
Customer’s complaint when they first called in was that the vehicle had no power steering, the second call was that there was a major oil leak and that the crank makes a loud noise.
Our report was that the vehicle would not start. The repair shop said it was because of a lack oil pressure that the engine would not start. There were also oil leaks and then the engine does crank there is a loud noise. Because there was a language barrier the claims adjuster was having issues getting a diagnosis from the repair shop. We paid for an inspector to go see the vehicle, verify failures and if possible cause of failures. Since the battery was dead the repair shop agreed to hook up a jumpbox to get the vehicle started.
Inspectors findings- “Vehicle seen on outside lift. Front area of engine covered with oil and dripped down to lower area at front. With battery pack engine would not turn over. Tech states oil seen on engine is from oil filter housing gasket. Inspector believes that is source but clean up needed to confirm. Tech stat's starter is seized and cause of no turn-over of engine. Inspector cannot confirm. With battery pack on, was able to get mileage, scan tool shows no codes or freeze frame found. Drive belt is shredded. Unable to confirm loud noise at engine due to no turn-over/start condition. Tech states oil pump is also failed, stated no oil movement seen at filler for oil. Inspector cannot confirm. No impact, comm., rust or corrosion. Oil pump located inside oil pan, cannot visualize. Oil sample taken at drain, oil is black and thick. Will hold sample.
Inspector's Opinion of Cause of Failure:
Inspector cannot confirm failure of oil pump, starter or loud engine noise as presented”
From the inspectors photos and statement we found that the repair shop has not shown cause of failure of the starter, or the oil pump.
The customer is requesting NVP to replace the oil pump that is housed in the engine oil pan. In order to move forward on a claim a cause of failure must be determined. Since the issue was not reproduced and/or the failure on the oil pump was not found we are not able to move forward on the claim. The repair shop must show a cause of failure to an inspector. This is not a scam or an attempt to deny the claim, it is because a failure must be shown to move forward on a claim. The claim’s adjuster would be more than happy to walk through everything with you to make sure that the two of you are on the same page so you can move forward with your claim.
[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.]
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. My mechanic and I have spoken to the adjuster with NVP Warranty. We have both agreed to tear the engine apart to address the failure and be able to visually see it. Even though this will cost me out of pocket money for now. Then the inspector will come and check the car out. I would like to be informed on when the inspector is scheduled to come as I would like to help out around the language barrier and take pictures and witness the inspection process. I will report back to let Revdex.com if NVP will move forward with me.
Regards
I purchased a car back in january from *** with that purchase they added in a service contract on my car through NVP Warranty. Needless to say i’ve had the car barley a month and the engine went out and the warranty company is refusing to pay out to the garage to fix my car , they have just been giving me a run around and won’t let me speak with the regional manager and always hangs up on me.
Vehicle was purchased on 1/18/2018
Customer's Complaint - Vehicle did not have good power and slows down while driving. The repair shop called in to let us know that the vehicle needs a whole new engine. The claim's adjuster requested a status of the oil. This was accomplished by draining the oil and measuring it. The repair shop found 1.5 quarts in a quart system and the oil was very black. Repair shop found that the cause of failure was that the engine was used while low on oil. Claim at this point was denied based on Section 10 - S of the contract. Any Mechanical Breakdown or damage caused by bolts, carbon build-up in cylinders, clogged fuel injectors, contaminated fluids, fuel, or lubricants, 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, lubricate blockage, nuts, overheating, pinging, pre-ignition, residue, rust, seized or damaged parts due to operation without sufficient coolant, fluid, or oil, sludge buildup, warpage, water damage, water intrusion, or water leaks."Mr. states that he did chedck the engine oil when he purchased the vehicle and it was full. When the claim;'s adjuster started to explain why the claim would be denied Mr. became very upset. It was at this point that Mr. started cursing at the claim's adjuster. The claim's adjuster continued to try to go over the claim with Mr. but after several attempts to calm Mr. down and stop cursing the claim's adjuster ended the call. Mr. called back several times threatening a lawsuit against NVP if they did not approve his claim. Mr. called in a few days later, stating the repair shop never told us the vehicle was run low on oil. The claim's adjuster informed Mr. that if the repair shop did a tear down to confirm the cause of failure, he would be responsible for tear down cost. We have pictures from the repair shop showing the blacken oil and the damaged parts. The pictures show damage due to being over heated because of lack of oil. This information came from a Kia Tech and a Kia service manager. Mr. requested how to cancel his contract. The claim's adjuster told him that he would have to return to the selling dealer to start the paperwork.
I purchased a car back in january from *** with that purchase they added in a service contract on my car through NVP Warranty. Needless to say i’ve had the car barley a month and the engine went out and the warranty company is refusing to pay out to the garage to fix my car , they have just been giving me a run around and won’t let me speak with the regional manager and always hangs up on me.
Vehicle was purchased on 1/18/2018
Customer's Complaint - Vehicle did not have good power and slows down while driving. The repair shop called in to let us know that the vehicle needs a whole new engine. The claim's adjuster requested a status of the oil. This was accomplished by draining the oil and measuring it. The repair shop found 1.5 quarts in a quart system and the oil was very black. Repair shop found that the cause of failure was that the engine was used while low on oil. Claim at this point was denied based on Section 10 - S of the contract. Any Mechanical Breakdown or damage caused by bolts, carbon build-up in cylinders, clogged fuel injectors, contaminated fluids, fuel, or lubricants, 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, lubricate blockage, nuts, overheating, pinging, pre-ignition, residue, rust, seized or damaged parts due to operation without sufficient coolant, fluid, or oil, sludge buildup, warpage, water damage, water intrusion, or water leaks."Mr. states that he did chedck the engine oil when he purchased the vehicle and it was full. When the claim;'s adjuster started to explain why the claim would be denied Mr. became very upset. It was at this point that Mr. started cursing at the claim's adjuster. The claim's adjuster continued to try to go over the claim with Mr. but after several attempts to calm Mr. down and stop cursing the claim's adjuster ended the call. Mr. called back several times threatening a lawsuit against NVP if they did not approve his claim. Mr. called in a few days later, stating the repair shop never told us the vehicle was run low on oil. The claim's adjuster informed Mr. that if the repair shop did a tear down to confirm the cause of failure, he would be responsible for tear down cost. We have pictures from the repair shop showing the blacken oil and the damaged parts. The pictures show damage due to being over heated because of lack of oil. This information came from a Kia Tech and a Kia service manager. Mr. requested how to cancel his contract. The claim's adjuster told him that he would have to return to the selling dealer to start the paperwork.
Consumer purchased 2008 Mercedes Benz for $20,000 on November 22, 2017. After a month and a half, the car started to give consumer problems and he contacted the warranty company. The warranty company told the consumer that he needed to find someone cheaper to repair the vehicle. The warranty company only wants to pay $127.00 to repair the vehicle and the mechanic wants to charge $600.00 to repair the car and the part is over $100.00. The warranty company will only pay $127.00 to repair what ever breaks on the vehicle.
This business response was received by Revdex.com via email and is a copy/paste by ; please also refer to the attached document.
Response to Complaint IDOn 11/22/2017 *** purchased a 2008 Mercedes-Benz GL 450 from *** for $16,517. With the vehicle he also purchase a vehicle service contract, from same dealer, for $2,500.In response to the Mr. issue with moving the vehicle. The contract Mr. purchase covers up to $70 per hour for labor. Any customer that purchased this contract would be responsible for the difference if the repair shop is charging more than $70 per hour. We want to make the consumer aware of this because we don't want a customer to have to pay too much out of pocket. If the customer wishes to cancel the contract he is able to do so by simply returning to the selling dealer and filling out a cancellation form with them. Please note that both the customer and the selling dealer will have to sign the cancellation form. If there are any questions please feel free to contact me at the number below. John ENVP WarrantyOffice -
Consumer purchased 2008 Mercedes Benz for $20,000 on November 22, 2017. After a month and a half, the car started to give consumer problems and he contacted the warranty company. The warranty company told the consumer that he needed to find someone cheaper to repair the vehicle. The warranty company only wants to pay $127.00 to repair the vehicle and the mechanic wants to charge $600.00 to repair the car and the part is over $100.00. The warranty company will only pay $127.00 to repair what ever breaks on the vehicle.
This business response was received by Revdex.com via email and is a copy/paste by ; please also refer to the attached document.
Response to Complaint IDOn 11/22/2017 *** purchased a 2008 Mercedes-Benz GL 450 from *** for $16,517. With the vehicle he also purchase a vehicle service contract, from same dealer, for $2,500.In response to the Mr. issue with moving the vehicle. The contract Mr. purchase covers up to $70 per hour for labor. Any customer that purchased this contract would be responsible for the difference if the repair shop is charging more than $70 per hour. We want to make the consumer aware of this because we don't want a customer to have to pay too much out of pocket. If the customer wishes to cancel the contract he is able to do so by simply returning to the selling dealer and filling out a cancellation form with them. Please note that both the customer and the selling dealer will have to sign the cancellation form. If there are any questions please feel free to contact me at the number below. John ENVP WarrantyOffice -
Do NOT purchase a warranty from this company. They mislead you about what they actually cover. They are rude and unprofessional. The claims manager, Dave H, hung up on me twice and then refused to speak to me. He referred me to his attorney. How am I supposed to file a claim with their attorney?!? Unbelievably horrible.
There is nothing misleading about what is covered in the vehicle service contract. Everything that is covered is directly listed in the contract. The claims adjuster’s job is to follow the terms of the contract that the customer has agreed to.
As to the allegation that our customer service reps or claims adjusters are rude and unprofessional, this is absolutely not true. What is true, is that if a person is getting belligerent and/or begins to threatening my staff, they have the right to first give a warning that if the cursing or threatening language does not stop they will end the phone call. NVP not only values our customers but we also value our employees and we will not subject them to rude or unprofessional language. It is also company policy that if any person threatens an employee or the company with a law suit, the employee is to advise the person they are no longer permitted to continue to communicate with them and the matter would be turned over to our attorney.
Not only did NVP cover the items that were in the contract, but the contract did what it was designed to do. It protected the customer against mechanical failure of the vehicle.
Do NOT purchase a warranty from this company. They mislead you about what they actually cover. They are rude and unprofessional. The claims manager, Dave H, hung up on me twice and then refused to speak to me. He referred me to his attorney. How am I supposed to file a claim with their attorney?!? Unbelievably horrible.
There is nothing misleading about what is covered in the vehicle service contract. Everything that is covered is directly listed in the contract. The claims adjuster’s job is to follow the terms of the contract that the customer has agreed to.
As to the allegation that our customer service reps or claims adjusters are rude and unprofessional, this is absolutely not true. What is true, is that if a person is getting belligerent and/or begins to threatening my staff, they have the right to first give a warning that if the cursing or threatening language does not stop they will end the phone call. NVP not only values our customers but we also value our employees and we will not subject them to rude or unprofessional language. It is also company policy that if any person threatens an employee or the company with a law suit, the employee is to advise the person they are no longer permitted to continue to communicate with them and the matter would be turned over to our attorney.
Not only did NVP cover the items that were in the contract, but the contract did what it was designed to do. It protected the customer against mechanical failure of the vehicle.
I purchased a 2012 Kia Sorento from Northcoast Auto Mall on January 3, 2017. I was told the car had a 50,000 mile warranty on it and was encouraged to purchase another warranty for an additional 25,000 miles, which I did at the time I purchased the car. The engine blew in August 2017 and the adjuster for NVP Warranty told me that since I was not the original owner the warranty did not apply. The adjuster Chris L claimed I did not do the oil changes and when I produced the oil changes he said I knew it the car had a problem. I am paying for a car that cannot be driven for four months.
The contract that was purchased by *** is a Vehicle Investment Protection (VIP for 36 months or 40,000 miles. NVP Warranty is only authorized to administer VIP contracts as they are written. We cannot authorize anything that is not covered in the terms and conditions of the contract.
The claims adjuster worked with the repair shop and a 3rd party inspector. From the results of the inspection, the claims adjuster found that the cause of failure started with the #2 Rod Bearing. The continued operation of the vehicle is what caused the subsequent damage. Because the contract has exclusion for continued operation after a failure, the rod bearing was covered but the damage after the failure would not be covered.
Based on the findings, the claims adjuster did authorize coverage for the rod bearing. When we called on behalf of VIP to pay their portion, the repair shop said they wanted us to pay more. We explained what we are authorized to pay based on the contract. The repair shop said they would not except the payment at that time and would call us back. To date, the repair shop has not called back.
If the customer would like to cancel their contract with VIP, they will need to return to the selling dealership and fill out the cancellation form.
I purchased a 2012 Kia Sorento from Northcoast Auto Mall on January 3, 2017. I was told the car had a 50,000 mile warranty on it and was encouraged to purchase another warranty for an additional 25,000 miles, which I did at the time I purchased the car. The engine blew in August 2017 and the adjuster for NVP Warranty told me that since I was not the original owner the warranty did not apply. The adjuster Chris L claimed I did not do the oil changes and when I produced the oil changes he said I knew it the car had a problem. I am paying for a car that cannot be driven for four months.
The contract that was purchased by *** is a Vehicle Investment Protection (VIP for 36 months or 40,000 miles. NVP Warranty is only authorized to administer VIP contracts as they are written. We cannot authorize anything that is not covered in the terms and conditions of the contract.
The claims adjuster worked with the repair shop and a 3rd party inspector. From the results of the inspection, the claims adjuster found that the cause of failure started with the #2 Rod Bearing. The continued operation of the vehicle is what caused the subsequent damage. Because the contract has exclusion for continued operation after a failure, the rod bearing was covered but the damage after the failure would not be covered.
Based on the findings, the claims adjuster did authorize coverage for the rod bearing. When we called on behalf of VIP to pay their portion, the repair shop said they wanted us to pay more. We explained what we are authorized to pay based on the contract. The repair shop said they would not except the payment at that time and would call us back. To date, the repair shop has not called back.
If the customer would like to cancel their contract with VIP, they will need to return to the selling dealership and fill out the cancellation form.
I purchased a 2011 juke and was offered plans for a warranty through NVP wich covered the drivetrain including the cv joints.I took the car in to my mechanic and they informed me NVP denied the claim because the" boots were worn or torn". the mechanic tells me they havent gotten a claim to go through with them yet. I asked about refunding my money for the warranty if they wont cover it and they state " I needed my dealer to start the process and have both of our signatures on it " the auto dealer wont toch it because he quit dealing with them as they " ripped off too many of his customers"
When it comes proper maintenance of a vehicle the CV boots are very important. The CV boots hold grease for the CV Joint. If that boot is damaged the grease leaks out and causes damage to major parts of the vehicle. It would be like driving with a flat tire or no oil for the engine. That is why the contracts clearly state that if the CV boots are damaged then the failed part will not be covered. As for the repair shop saying they have never been able to get a claim covered by NVP, this is the only claim that has ever been submitted to us from them. As for the dealer (Key Autobrokers), this dealer as of today has been terminated from selling NVP vehicle service contracts. We will still honor any contracts that have been funded from the dealer if the customer would like to keep the coverage. For cancellation, because the contract is a legally binding contract that both the dealer and the customer signed, then the cancellation form must be endorsed by both parties. Any funds due for return will be returned to the selling dealer for disbursement. The funds are returned to the selling dealer for disbursement because it was the selling dealer that provided NVP with the funding. The phone number for NVP is 888-270-5835 and my extension is
I purchased a 2011 juke and was offered plans for a warranty through NVP wich covered the drivetrain including the cv joints.I took the car in to my mechanic and they informed me NVP denied the claim because the" boots were worn or torn". the mechanic tells me they havent gotten a claim to go through with them yet. I asked about refunding my money for the warranty if they wont cover it and they state " I needed my dealer to start the process and have both of our signatures on it " the auto dealer wont toch it because he quit dealing with them as they " ripped off too many of his customers"
When it comes proper maintenance of a vehicle the CV boots are very important. The CV boots hold grease for the CV Joint. If that boot is damaged the grease leaks out and causes damage to major parts of the vehicle. It would be like driving with a flat tire or no oil for the engine. That is why the contracts clearly state that if the CV boots are damaged then the failed part will not be covered. As for the repair shop saying they have never been able to get a claim covered by NVP, this is the only claim that has ever been submitted to us from them. As for the dealer (Key Autobrokers), this dealer as of today has been terminated from selling NVP vehicle service contracts. We will still honor any contracts that have been funded from the dealer if the customer would like to keep the coverage. For cancellation, because the contract is a legally binding contract that both the dealer and the customer signed, then the cancellation form must be endorsed by both parties. Any funds due for return will be returned to the selling dealer for disbursement. The funds are returned to the selling dealer for disbursement because it was the selling dealer that provided NVP with the funding. The phone number for NVP is 888-270-5835 and my extension is
I had a warranty claim denied under a warranty that I did not purchase. I purchased a powertrain warranty and NVP says that I purchased another type of warranty which they do not have any proof. I signed an application for a powertrain warranty and then nvp sent me terms that were not a powertrain warranty. A typical bait and switch. Let me just say that I have requested the terms of my contract information several times since I purchased the warranty in 2016 but it was never sent until August of 2017. I have also requested the id card for the policy and it was never sent still to this day. I have also requested another inspection on the vehicle to determine the exact problem by a different inspector but that was also denied by Dave (the adjuster). Also the company representative John (office manager) let me know that there is a goodwill gesture that I could possibly receive and that was also denied. I asked John do they give out goodwill and he responded yes. I feel that I am being discriminated against and cheated. If they actually do give out goodwill as John explained then they are discriminating against me to not give it to me.
The actual facts of this matter demonstrate that this consumer's complaint here is simply related to a misunderstanding on his part and has nothing to with any error, discrimination or unethical business practices of NVP. On the contrary, we pride ourselves in treating every customer fairly and with the utmost respect - and ultimately anything we do is subject to the four corners of our Vehicle Service Agreements. The following is our understanding of the actual facts of this matter:
*** purchased a NVP Original Vehicle Service Contract on 10/07/2016 from a selling dealer named *** However, the selling dealer did not transmit payment to NVP. Thus, *** Service Contract was subject to rejection on the ground that the selling dealer did not submit payment to activate the contract. Our contract states in pertinent part "Coverage begins the day this application is received with payment and approved by NVP Direct, LLC."
Accordingly, per standard NVP practices and process, NVP sent out a rejection letter to *** on 12/14/2016. The dealer made payment for the vehicle service contract on 3/31/2017.
*** called NVP on 3/29/2017, regarding a potential claim, at that time we supplied him with a copy of the Service Contract and the rejection letter.
On 8/14/2017 *** called NVP and asked NVP to transfer his contract from what he had to an "NVP Powertrain warranty" because he thought that was what he was purchasing from the dealership. I told him that as the administrators of his Service Contract, NVP - and I on behalf of NVP - can only operate withing the legal confines of the contract. He stated at that time that he did not know what service contract he purchased because he never looked at the terms and conditions of the contract before he signed the Service Contract application. He stated that he has a brochure of ours that he was using to let him know what is covered on those contracts. However, NVP can only accept and administer the contracts that are signed by the customer and sent to us from the selling dealer. The powertrain warranty brochure or form that the *** was apparently referencing was not the Service Contract that *** purchased. Our Service Contracts can not be changed or altered once it is signed and accepted. At that point it is a legally binding document. Thus, since the Service Contract that *** purchased was not a Powertrain warranty the claim was denied because the parts that failed did not fail due to covered components. *** wanted to know what we could do to help him. I informed him that the adjusters would be happy to help him find part at better pricing but that was all we could do. I informed him that I would take his claim to the VP of the company to see if anything could be done for him out of "good-will." The owner, without learning the contract owners name and without any personally identifiable information whatsoever, and without information on the specific vehicle in question, simply directed me that we have to abide by the terms and conditions of the contract - period. That there was no good-will gesture required or justified here.
Thus, I contacted *** back and let him know that that there was no "good-will" relief available beyond what the terms of the contract are and that we had to adhere to the Service Contract. With *** not being satisfied, I explained that he could cancel his contract if he wished. *** then started to say that he was being discriminated against. When asked how he was being discriminated against he could only say that if we had given out good will in the past then he should have it also. I again informed him that I had to administer the contract he signed. the call ended with music coming on the line and then the line went dead.
Ultimately, NVP will administer the contract that was given to us by the selling dealer. That same contract was signed by ***. *** can cancel his vehicle service contract by going to his selling dealer and complete the cancellation form that will need to be signed by both the dealer and ***.
It is our position that we have acted appropriately and adhered to our strong business ethics in properly administering NVP vehicle service agreements. As we do not believe we have done anything wrong in this matter we believe that no further action is required. Thus, we respectfully request that you find that there is no merit to the consumer complaint in question and do list a negative reporting of NVP Warranty regarding this matter.
Respectfully submitted.
John E
NVP Warranty
Office -
I had a warranty claim denied under a warranty that I did not purchase. I purchased a powertrain warranty and NVP says that I purchased another type of warranty which they do not have any proof. I signed an application for a powertrain warranty and then nvp sent me terms that were not a powertrain warranty. A typical bait and switch. Let me just say that I have requested the terms of my contract information several times since I purchased the warranty in 2016 but it was never sent until August of 2017. I have also requested the id card for the policy and it was never sent still to this day. I have also requested another inspection on the vehicle to determine the exact problem by a different inspector but that was also denied by Dave (the adjuster). Also the company representative John (office manager) let me know that there is a goodwill gesture that I could possibly receive and that was also denied. I asked John do they give out goodwill and he responded yes. I feel that I am being discriminated against and cheated. If they actually do give out goodwill as John explained then they are discriminating against me to not give it to me.
The actual facts of this matter demonstrate that this consumer's complaint here is simply related to a misunderstanding on his part and has nothing to with any error, discrimination or unethical business practices of NVP. On the contrary, we pride ourselves in treating every customer fairly and with the utmost respect - and ultimately anything we do is subject to the four corners of our Vehicle Service Agreements. The following is our understanding of the actual facts of this matter:
*** purchased a NVP Original Vehicle Service Contract on 10/07/2016 from a selling dealer named *** However, the selling dealer did not transmit payment to NVP. Thus, *** Service Contract was subject to rejection on the ground that the selling dealer did not submit payment to activate the contract. Our contract states in pertinent part "Coverage begins the day this application is received with payment and approved by NVP Direct, LLC."
Accordingly, per standard NVP practices and process, NVP sent out a rejection letter to *** on 12/14/2016. The dealer made payment for the vehicle service contract on 3/31/2017.
*** called NVP on 3/29/2017, regarding a potential claim, at that time we supplied him with a copy of the Service Contract and the rejection letter.
On 8/14/2017 *** called NVP and asked NVP to transfer his contract from what he had to an "NVP Powertrain warranty" because he thought that was what he was purchasing from the dealership. I told him that as the administrators of his Service Contract, NVP - and I on behalf of NVP - can only operate withing the legal confines of the contract. He stated at that time that he did not know what service contract he purchased because he never looked at the terms and conditions of the contract before he signed the Service Contract application. He stated that he has a brochure of ours that he was using to let him know what is covered on those contracts. However, NVP can only accept and administer the contracts that are signed by the customer and sent to us from the selling dealer. The powertrain warranty brochure or form that the *** was apparently referencing was not the Service Contract that *** purchased. Our Service Contracts can not be changed or altered once it is signed and accepted. At that point it is a legally binding document. Thus, since the Service Contract that *** purchased was not a Powertrain warranty the claim was denied because the parts that failed did not fail due to covered components. *** wanted to know what we could do to help him. I informed him that the adjusters would be happy to help him find part at better pricing but that was all we could do. I informed him that I would take his claim to the VP of the company to see if anything could be done for him out of "good-will." The owner, without learning the contract owners name and without any personally identifiable information whatsoever, and without information on the specific vehicle in question, simply directed me that we have to abide by the terms and conditions of the contract - period. That there was no good-will gesture required or justified here.
Thus, I contacted *** back and let him know that that there was no "good-will" relief available beyond what the terms of the contract are and that we had to adhere to the Service Contract. With *** not being satisfied, I explained that he could cancel his contract if he wished. *** then started to say that he was being discriminated against. When asked how he was being discriminated against he could only say that if we had given out good will in the past then he should have it also. I again informed him that I had to administer the contract he signed. the call ended with music coming on the line and then the line went dead.
Ultimately, NVP will administer the contract that was given to us by the selling dealer. That same contract was signed by ***. *** can cancel his vehicle service contract by going to his selling dealer and complete the cancellation form that will need to be signed by both the dealer and ***.
It is our position that we have acted appropriately and adhered to our strong business ethics in properly administering NVP vehicle service agreements. As we do not believe we have done anything wrong in this matter we believe that no further action is required. Thus, we respectfully request that you find that there is no merit to the consumer complaint in question and do list a negative reporting of NVP Warranty regarding this matter.
Respectfully submitted.
John E
NVP Warranty
Office -
We purchased a 3 Star Warranty for $600 on May 12th for a used car we purchased on that date from ***. When the repair
shop, *** contacted NVP re the warranty, NVP kept ordering *** to perform additional diagnostic tests which eventually totaled almost $1000. They advised us that they needed to determine why the engine failed and if the cause may have preceded our ownership of the vehicle before they would accept the claim. *** determined after several tests that the car required a new engine. We eventually decided that NVP would find any excuse to deny the claim, and that further diagnostics was a waste of our time and money. Meanwhile we spent $510. on car rental during this prolonged period.
I can truly understand your frustration. Please understand that we have to operate within the boundaries of the contract. Your contract is in place to repair or replace listed covered components for failure. We are required to identify a cause of failure before determining if a claim can be approved. Unfortunately, when you moved forward with the authorization to replace the engine, your technician had still not been able to provide an actual cause of failure or why the engine was not working properly. Because a cause of failure was not identified NVP can not approve the claim. The claims adjuster did offer to help you find parts to assist in reducing the cost of repairs.
I understand if you would like to cancel the remaining term of your contract and receive a refund. In order to cancel your contract you would need to return to the selling dealer and fill out a cancellation form with them. At that point we would be able to refund any funds due.
We purchased a 3 Star Warranty for $600 on May 12th for a used car we purchased on that date from ***. When the repair
shop, *** contacted NVP re the warranty, NVP kept ordering *** to perform additional diagnostic tests which eventually totaled almost $1000. They advised us that they needed to determine why the engine failed and if the cause may have preceded our ownership of the vehicle before they would accept the claim. *** determined after several tests that the car required a new engine. We eventually decided that NVP would find any excuse to deny the claim, and that further diagnostics was a waste of our time and money. Meanwhile we spent $510. on car rental during this prolonged period.
I can truly understand your frustration. Please understand that we have to operate within the boundaries of the contract. Your contract is in place to repair or replace listed covered components for failure. We are required to identify a cause of failure before determining if a claim can be approved. Unfortunately, when you moved forward with the authorization to replace the engine, your technician had still not been able to provide an actual cause of failure or why the engine was not working properly. Because a cause of failure was not identified NVP can not approve the claim. The claims adjuster did offer to help you find parts to assist in reducing the cost of repairs.
I understand if you would like to cancel the remaining term of your contract and receive a refund. In order to cancel your contract you would need to return to the selling dealer and fill out a cancellation form with them. At that point we would be able to refund any funds due.
I purchased the Titanium Protection plan on February 26, 2017 for my ***. My engine light came on and I had the diagnostics done and was given the following codes: P0036 HYUNDAI - HO2S 12 Heater Control Circuit Fault
P2096 HYUNDAI - Post Catalyst Fuel Trim System Too Lean
P0455 HYUNDAI - EVAP Emission System Leak Detected Large Leak
P0036 HYUNDAI - HO2S 12 Heater Control Circuit Fault
P2271 HYUNDAI - O2 Sensor Signal Stuck Rich Bank 1 Sensor 2
P0136 HYUNDAI - HO2S Circuit Bank 1 Sensor 2
P2270 HYUNDAI - O2 Sensor Signal Stuck Lean Bank 1 Sensor 2
I purchased the Oxygen sensor and was scheduled to get it repaired last weekend. My car was scheduled for the 60,000 mile oil change so I took it to *** Friday June 16, 2016 and was told by the agent that I had an oil leak and that I should take it to the dealer. I was on my way to the dealer when the car began making a noise. I pulled the car over and immediately called to have the car towed to the dealer. The owner of the tow company noticed that there was a significant amount of oil under my car which would account for the low oil status as well. The tow company is *** towing and their number is ***. The findings were: The car was 2 quarts low on oil, the oil pressure sensor sending unit failed/leaking, there was metal shavings throughout the engine, and the oil pan gasket was leaking. The warranty company denied the claim because they said the oil was low. I explained that I had no idea the oil until it was on the rack and I was told there was a leak somewhere because there was no indicator light that lit up to let me know. I explained that during the diagnostic test, no codes came up to let me know that the oil pressure sensor had failed. I also explained that all the items that failed, are covered under my warranty, including the oxygen sensor that I was going to get repaired on my own. Taylor the claims adjuster refuses to understand that had the oil sensor sending unit functioned correctly, the oil light would have come on and I would have known there was a problem. Because this unit was not working properly, I had no idea there was an issue with my oil levels. Taylor informed me that I should be checking my fluids weekly. I have never heard of such a thing. I drive 24 miles approximately round trip to and from work, usually in *** mode, and I do minimal driving all other times due to my working schedule.
The claim is being denied because the failure that has occurred is a direct result of lack of lubrication, which is an exclusion in our contract. I have put a blank copy of their service contract is in the attachment and under the exclusions in section five is where you will find the exact wording stating a failure caused by a lack of lubrication will be denied. We do understand that the oil light did not illuminate which would have indicated to the customer of an oil leak, , however the light itself is in no way related to the leak that was caused by the oil pan gasket and oil pressure switch. Also, with the codes listed there were none displaying a failure to the oil pressure switch which it would have if it would have failed.
The customer first called in the claim on 6/15/17 stating that she took her vehicle to *** and when they put the vehicle on the lift they found a major oil that was so bad they refused to touch the vehicle. At this point, the customer attempted to drive the vehicle to her dealership and withing a couple of minutes of driving the vehicle began to knock. She then had a tow truck come and pick up the vehicle and the truck driver stated there is a bad oil leak. Once the vehicle arrived to *** I received a call from their technician and I was informed that the oil pan had a major oil leak and the oil pressure switch is leaking too. Per the repair shop the vehicle was two quarts low on oil and there is metal shavings in the oil pan as a result. Once all this information was gathered we then made our decision to deny the claim because the engine had failed because it lacked the proper fluid levels.
Yesterday I called the customer and went over the reason for denial and advised her that we would be able to reimburse up to $50 for her tow and assist in locating an engine. The customer was no pleased by this offer so we then offered to cover up to half of the repairs needed as a good will. The customer was a somewhat satisfied with this offer, but ultimately she firmly believes we should cover all of the repairs because the indicator did not work. We have no information other then that, that the indicator is not working, also, it did not cause the leak or contribute to the leak in anyway. The reason this engine has failed is simply because it was two quarts low on oil and continuously drove under this condition.
This business response was received by *** at Revdex.com via email.
Good morning,We will be approving the entire claim and reimbursing the customer $50 for the towing. The claim is going to be approved based on our findings for an engine and with the customer $100 deductible applied.
[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.]
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
I purchased the Titanium Protection plan on February 26, 2017 for my ***. My engine light came on and I had the diagnostics done and was given the following codes: P0036 HYUNDAI - HO2S 12 Heater Control Circuit Fault
P2096 HYUNDAI - Post Catalyst Fuel Trim System Too Lean
P0455 HYUNDAI - EVAP Emission System Leak Detected Large Leak
P0036 HYUNDAI - HO2S 12 Heater Control Circuit Fault
P2271 HYUNDAI - O2 Sensor Signal Stuck Rich Bank 1 Sensor 2
P0136 HYUNDAI - HO2S Circuit Bank 1 Sensor 2
P2270 HYUNDAI - O2 Sensor Signal Stuck Lean Bank 1 Sensor 2
I purchased the Oxygen sensor and was scheduled to get it repaired last weekend. My car was scheduled for the 60,000 mile oil change so I took it to *** Friday June 16, 2016 and was told by the agent that I had an oil leak and that I should take it to the dealer. I was on my way to the dealer when the car began making a noise. I pulled the car over and immediately called to have the car towed to the dealer. The owner of the tow company noticed that there was a significant amount of oil under my car which would account for the low oil status as well. The tow company is *** towing and their number is ***. The findings were: The car was 2 quarts low on oil, the oil pressure sensor sending unit failed/leaking, there was metal shavings throughout the engine, and the oil pan gasket was leaking. The warranty company denied the claim because they said the oil was low. I explained that I had no idea the oil until it was on the rack and I was told there was a leak somewhere because there was no indicator light that lit up to let me know. I explained that during the diagnostic test, no codes came up to let me know that the oil pressure sensor had failed. I also explained that all the items that failed, are covered under my warranty, including the oxygen sensor that I was going to get repaired on my own. Taylor the claims adjuster refuses to understand that had the oil sensor sending unit functioned correctly, the oil light would have come on and I would have known there was a problem. Because this unit was not working properly, I had no idea there was an issue with my oil levels. Taylor informed me that I should be checking my fluids weekly. I have never heard of such a thing. I drive 24 miles approximately round trip to and from work, usually in *** mode, and I do minimal driving all other times due to my working schedule.
The claim is being denied because the failure that has occurred is a direct result of lack of lubrication, which is an exclusion in our contract. I have put a blank copy of their service contract is in the attachment and under the exclusions in section five is where you will find the exact wording stating a failure caused by a lack of lubrication will be denied. We do understand that the oil light did not illuminate which would have indicated to the customer of an oil leak, , however the light itself is in no way related to the leak that was caused by the oil pan gasket and oil pressure switch. Also, with the codes listed there were none displaying a failure to the oil pressure switch which it would have if it would have failed.
The customer first called in the claim on 6/15/17 stating that she took her vehicle to *** and when they put the vehicle on the lift they found a major oil that was so bad they refused to touch the vehicle. At this point, the customer attempted to drive the vehicle to her dealership and withing a couple of minutes of driving the vehicle began to knock. She then had a tow truck come and pick up the vehicle and the truck driver stated there is a bad oil leak. Once the vehicle arrived to *** I received a call from their technician and I was informed that the oil pan had a major oil leak and the oil pressure switch is leaking too. Per the repair shop the vehicle was two quarts low on oil and there is metal shavings in the oil pan as a result. Once all this information was gathered we then made our decision to deny the claim because the engine had failed because it lacked the proper fluid levels.
Yesterday I called the customer and went over the reason for denial and advised her that we would be able to reimburse up to $50 for her tow and assist in locating an engine. The customer was no pleased by this offer so we then offered to cover up to half of the repairs needed as a good will. The customer was a somewhat satisfied with this offer, but ultimately she firmly believes we should cover all of the repairs because the indicator did not work. We have no information other then that, that the indicator is not working, also, it did not cause the leak or contribute to the leak in anyway. The reason this engine has failed is simply because it was two quarts low on oil and continuously drove under this condition.
This business response was received by *** at Revdex.com via email.
Good morning,We will be approving the entire claim and reimbursing the customer $50 for the towing. The claim is going to be approved based on our findings for an engine and with the customer $100 deductible applied.
[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.]
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