ComplaintsforAdvanced Protection Products International, Inc.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction date 12-18-2022 Service: Gap insurance Filed claim for gap insurance coverage after an accident. Company denied the claim without providing reason in written form.

  Business response

  01/19/2024

  January 19, 2024
  ATTN: ****** *****
  BBB of Central Ohio
  1169 Dublin Road
  Columbus, OH 43215
  Re: Customer Name: ****** *******
  Complaint ID:    ********
  Claim Number:    *********
  Dear ****** *****:
  Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) is in receipt of the complaint
  made by ****** ******* (the “Customer”) regarding a benefit request made under their Guaranteed Asset
  Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Capitol Mazda (the
  “Seller”). The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to
  waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as
  of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of
  the Finance Agreement with Upstart Network, Inc (the “Finance Company”) as a successor in interest. The
  Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party to either
  agreement.
  After a complete and thorough review of APPI’s records, we find the waiver benefit request was not denied.
  Rather, a waiver benefit was calculated in the amount of $0.00. In general, this result is because the value of the
  Vehicle, established by the Primary Insurance Carrier and evidenced by the insurance settlement, is greater than
  the Outstanding Balance, as defined by the Addendum. However, in light of this complaint, we as a courtesy
  reviewed the calculation and determined an erroneous deduction was taken due to a Condition Adjustment
  made by the insurer. Removing the deduction of $362.63 results in a waiver benefit of $310.75. This amount
  was calculated per the terms of the Addendum, and a complete breakdown of the waiver benefit is as follows:
  Payoff Balance as of Date of Loss $ 13,741.69
  The principal balance, calculated as though all payments had
  been made on time and in full pursuant to the terms of your
  finance agreement.
  LESS Theft Contract  -$ $599.00 Funds able to be recovered by the Customer for the
  cancelation of a Theft Contract
  LESS Key Contract  -$ $499.00 Funds able to be recovered by the Customer for the
  cancelation of a Key Contract.
  Outstanding Balance $ 12,643.69 The Outstanding Balance, as defined by the Addendum
  LESS Primary Insurance Carrier
  Settlement -$ 10,832.94
  The Primary Insurance Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  LESS Excess Deductible  -$ 1,500.00
  The deductible in excess of the $1,000 covered by the terms
  of the Addendum.
  Total GAP Waiver $ 310.75
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, we reviewed the initial calculation as a courtesy to the Customer because of the complaint. We
  discovered an erroneous deduction, and as a result of the revised benefit calculation above, a waiver benefit is
  authorized for $310.75. We will advise the Finance Company to waive the authorized amount.   
  We also note that an additional waiver may be applicable here. The terms of the Addendum do not cover any
  funds that can be recovered from the cancelation of contracts financed with the Finance Agreement, such as the
  Theft Contract and Key Contract identified in our calculation. In this case, the Customer did not provide proof of
  the actual cancelation refunds received. If the customer is able to provide a copy of a check or a letter from the
  contract administrators to demonstrate the actual cancelation refunds, or otherwise provide copies of the
  contracts to prove they are not cancelable, then APPI will review for additional waiver benefit. Any remaining
  account balance after the waiver is applied is the Customer's responsibility, pursuant to the Finance Agreement.
  I thank you for the opportunity to explain APPI’s position in this matter. If there are any questions, the Customer
  may contact me directly.
  Sincerely,

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got gap insurance through these guys and sadly need to use it. Claim number ****-****. When speaking to them on the phone they all seemed pretty annoyed when speaking with them. Being in a car accident is already pretty traumatic, I cannot imagine someone who lost a family member having to deal with this. When e-mailing them the forms it requests for two days to process. We sent those over on 12/26/23. It has now been 14 days and still my status is still "Required". I even sent the forms again on the 1/5/24 and still no updates. From reading other complaints it seems 2 days is simply not possible. We paid for this service to cover us in the event of a total loss to help take stress off, but this has been nothing but stress inducing. While we understand we need to keep paying the loan until settlement has been reached, it should not take months like other complaints have stated. When speaking to a representative today I was told it would be another week. I was also assured since the documents we're received before the 90-day requirement that the policy would not expire. We need this settlement completed in a timely manner.

  Business response

  01/17/2024

  January 17, 2024
  ATTN: ****** *****
  BBB of Central Ohio
  1169 Dublin Road
  Columbus, OH 43215
  Re: Customer Name: ******* ***** ****** and **** *****
  Complaint ID:    ********
  Claim Number:    ****-****
  Dear ****** *****:
  Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) is in receipt of the complaint
  made by **** ***** regarding a benefit request made a Guaranteed Asset Protection (“GAP”) Addendum
  (hereinafter “Addendum”), which was purchased by ******* ***** ****** and **** ***** (the “Customer”) from
  Fort Collins Kia (the “Seller”). The Addendum is an agreement between the Customer and the Seller wherein the
  Seller agrees to waive the difference between the Outstanding Balance of the Finance Agreement and the Actual
  Cash Value as of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and
  forms a part of the Finance Agreement with ENT Credit Union (the “Finance Company”) as a successor in
  interest. The Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party
  to either agreement.
  After a complete and thorough review of APPI’s records, we find that the Total Loss occurring on September 22,
  2023, was not reported to our office until on or around December 27, 2023. That said, we have reviewed the
  documents received and determined that all documents necessary to calculate the waiver benefit are available.
  We reviewed the documents and have authorized a waiver benefit in the amount of $8,241.65. This amount was
  calculated per the terms of the Addendum, and a complete breakdown of the waiver benefit is as follows:
  Payoff Balance as of Date of Loss $ 33,579.08
  The principal balance on September 19, 2023, the last
  payment date, plus $29.62 for 3 days of interest. This amount
  represents the Outstanding Balance as defined by the
  Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 24,837.43
  The Primary Insurance Carrier Settlement.
  Less Excess Deductible  -$ 500.00
  The deductible amount that exceeds the $1,000 deductible
  coverage under the terms of the Addendum.
  Total GAP Waiver $ 8,241.65
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $8,241.65. We will advise the Finance Company to waive
  the authorized amount. Any remaining account balance after the waiver is applied is the Customer's
  responsibility, pursuant to the Finance Agreement.
  I thank you for the opportunity to explain APPI’s position in this matter.    If there are any questions, the
  Customer may contact me directly.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GAP Insurance. Claim in September, date of submission to GAP *(after insurance paid) 10/11/2023. As of this date January 5th, I am still waiting for the GAP Insurance to process. I have completed their documentation, submitted countless forms and called every single week. All I get for an answer is that the claim is in process and to keep calling. It is complete ridiculousness. I am so disgruntled and on top of it, now the credit union my car is financed at is calling becuase they are due for payment. I need this resolved but there is no urgency at all on their end even when I express my concern over my credit score and future finances.

  Business response

  01/16/2024

  anuary 16, 2024
  ATTN: ****** *****   
  BBB of Central Ohio
  1169 Dublin Road
  Columbus, OH 43215
  Re: Customer Name: ********* *******
  Complaint ID:    ********
  Claim Number:    ****-****
  Dear ****** *****:
  Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) received the complaint made by
  ********* ******* (the “Customer”) regarding a benefit request made under their Guaranteed Asset Protection
  (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Fort Collins Kia (the “Seller”). The
  Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the
  difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date
  of Loss, subject to the terms and conditions of the Addendum.    It is attached to and forms a part of the Finance
  Agreement with ENT Credit Union (the “Finance Company”) as a successor in interest. The Addendum is not an
  insurance or warranty. We serve only as the Administrator and are not a party to either agreement.
  After a complete and thorough review of APPI’s records, we find that we need an additional document in order
  to process the waiver benefit request. The Customer needs to provide a letter, sometimes referred to as either a
  “Truth-in-Lending Disclosure Letter” or a “Rate Change Letter.” We need this additional letter, provided to the
  customer by the Finance Company because we discovered a discrepancy during our benefit review. In this case,
  the interest rate and payment amount found on the Finance Agreement and the Payment History are different.
  In some cases, this is indicative of refinancing, in which case the Addendum has been terminated. However, the
  requested letter would provide sufficient proof that refinancing did not occur. We request that the Customer
  provide the requested letter either through their claim portal, or via email to gapclaims@appiadm.com and
  referencing their claim number. Once this document is received, we will expedite the benefit review.
  I thank you for the opportunity to explain APPI’s position in this matter. If there are any questions, the Customer
  may contact me directly.

• Initial Complaint

  12/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently totaled my car and my insurance company paid the finance the portion of the value of the vehicle; which in turn left me a balance that my gap insurance supposed to pay (Advanced Protection Products International). I have provided them all the necessary documents and the documents from Edison Nissan and they still saying it’s not enough. I believe they are trying to wait until it’s 90 days so they don’t have to pay. The document that Edison Nissan provided states everything is canceled I want. Them to pay Westlake Financial before my 90 days are up.

  Business response

  01/08/2024

  January 08, 2024
  ATTN: ****** *****   
  BBB of Central Ohio
  1169 Dublin Road
  Columbus, OH 43215
  Re: Customer Name: ***** *******
  Complaint ID:    ********
  Claim Number:    ****-****
  Dear ****** *****:
  Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) is in receipt of the request made
  by ***** ******* (the “Customer”) in reply to our prior response.
  We have reviewed our calculation and affirm that we have waived only what is due under the terms of the
  Addendum, a total of $811.48. However, in an effort to amicably resolve this issue, APPI will make a separate
  goodwill payment of $188.52. This amount is separate from the amount previously waived and will be directed
  to the lender.
  I thank you for the opportunity to explain APPI’s position in this matter and hope that this matter is now
  resolved.    If there are any questions, the Customer may contact me directly.
  Sincerely,

  Customer response

  01/09/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** *******

• Initial Complaint

  12/12/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My car was broken into and vandalized in May. I took it to the shop and due to structural damage to the shop my car ended up being totaled on June 18th, 2023. The shops insurance sent a check in September to my finance company. I had already filed a GAP claim for the remaining balance on the loan on July 11, 2023. August 29, 2023 I uploaded all documents needed except one. The one document I was waiting on was the document from my finance company with the warranty cancellation refund info. I received a letter on September 6, 2023 from APPI stating that they have received all of my documents and to allow 2 business days for processing. I then received a letter from APPI on October 05, 2023 stating they still needed the police report and warranty cancellation refund info and that I was nearing my 90 day deadline. I called APPI to let them know that I had filled out the form they sent me to replace the police report and that it was uploaded back in September. They checked and acknowledged they do have it. It just wasn't processed and added to my claim. I then explained that I was waiting on my finance comp to finish processing the cancellation refund, and APPI said no problem. October 14 I uploaded the warranty cancellation refund document. APPI acknowledged they had all documents needed and to allow up to 30 days for processing. So here we are December 12, 2023 5 MONTHS after I filed the original claim and they are still processing. I have been calling every week and customer service reps keep saying it's being processed, they are not going to give me an estimated time of completion, have a nice day, and they pretty much hang up. I can never speak to a manager. I need APPI to please finish processing my claim ASAP and submit the check to my finance company. 5 months is ridiculous. I have to pay a car note until they finish processing and pay and since I am still responsible for a car note I haven't been able to get another car.

  Business response

  12/21/2023

  December 20, 2023
  ATTN: ****** *****   
  BBB of Central Ohio
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: Customer Name: ********** *****
  Complaint ID:    ********
  Claim Number:    ****-****
  Dear ****** *****:
  Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) is in receipt of the complaint
  made by ********** ***** (the “Customer”) regarding a benefit request made under their Guaranteed Asset
  Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Car Pros Kia Tacoma (the
  “Seller”). The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to
  waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as
  of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of
  the Finance Agreement with Kia Motor Finance (the “Finance Company”) as a successor in interest. The
  Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party to either
  agreement.
  After a complete and thorough review of APPI’s records, we find that all documents have been received. We
  have reviewed the benefit request and authorized a waiver benefit for $3,471.60. This amount was calculated
  per the terms of the Addendum, and a complete breakdown of the waiver benefit is as follows:
  Payoff Balance as of Date of
  Loss $ 21,372.37
  The principal balance on June 6, 2023, the last
  payment date, plus $47.46 for 12 days of
  interest.
  LESS Service Contract  -$ 1,497.17
  Funds recovered by the Customer from the
  cancellation of a Service Contract
  Outstanding Balance $ 19,875.20
  The Outstanding Balance, as defined by the
  Addendum
  LESS Primary Insurance
  Carrier Settlement -$ 16,403.60
  The Primary Insurance Carrier Settlement,
  which represents the Actual Cash Value as
  defined by the addendum.
  Total GAP Waiver $ 3,471.60
  The benefit calculation according to the terms
  of the Addendum.   
  As stated above, a waiver benefit was authorized for $3,471.60. We will advise the Finance Company to waive
  the authorized amount. Any remaining account balance after the waiver is applied is the Customer's
  responsibility, pursuant to the Finance Agreement.
  I thank you for the opportunity to explain APPI’s position in this matter. If there are any questions, the Customer
  may contact me directly.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In Sept my car was stolen and subsequently filed for a GAP claim 9/28/23 Claim number: 2309-4915 ALL documentation has been provided for APPI and I have called several times to confirm they have all the documentation they need including: intial GAP claim, police report, market valuation report, payment history, financial documents from the lien holder, service contract cancellation, and proof of payment to lien holder. Literally everything has been sent in a timely fashion and been acknowledged as being received by representatives at APPI; yet here I sit in December waiting for the claim to be paid after having been reassured it would be paid the first week of December. I have already had to make a payment on my stolen car to avoid adverse credit reporting. APPI needs to pay the claim to the lien holder so I don't have to make more payments on a car I no longer have.

  Business response

  12/21/2023

  December 20, 2023
  ATTN: ****** *****   
  BBB of Central Ohio
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: Customer Name: ***** *******
  Complaint ID:    20993269
  Claim Number:    2309-4915
  Dear ****** *****:
  Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) is in receipt of the complaint
  made by ***** ******* (the “Customer”) regarding a benefit request made under their Guaranteed Asset
  Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Car Pros Kia Tacoma (the
  “Seller”). The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to
  waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as
  of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of
  the Finance Agreement with Harborstone Credit Union (the “Finance Company”) as a successor in interest. The
  Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party to either
  agreement.
  After a complete and thorough review of APPI’s records, we find that all required documentation was received
  by October 18, 2023. Now, the benefit request has been reviewed and authorized in the amount of $6,651.89,
  calculated per the terms of the Addendum, and a complete breakdown of the waiver benefit is as follows:
  Payoff Balance as of Date of Loss $ 28,955.62
  The principal balance on August 28, 2023, the last
  payment date, plus $50.56 for 16 days of interest.
  LESS Service Contract  -$ 1,383.58
  Funds recovered by the Customer from the
  cancellation of a Service Contract
  Outstanding Balance $ 27,572.04
  The Outstanding Balance, as defined by the
  Addendum
  LESS Primary Insurance Carrier Settlement  -$ 20,920.15
  The Primary Insurance Carrier Settlement, which
  represents the Actual Cash Value as defined by the
  addendum.
  Total GAP Waiver $ 6,651.89
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $6,651.89. We have advised the Finance Company to waive
  the authorized amount. Please allow time for mailing and processing of a check sent by US Mail. Any remaining
  account balance after the waiver is applied is the Customer's responsibility, pursuant to the Finance Agreement.
  I thank you for the opportunity to explain APPI’s position in this matter. If there are any questions, the Customer
  may contact me directly.

  Customer response

  12/22/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  Regards,
  
  ***** *******

• Initial Complaint

  12/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They have been prolonging the payout process. Every time we are close to the date. They ask for something else. They just keep prolonging the process. the vehicle was a total loss since august. Insurance paid in October/November its going on another 30 days. Now i got an email 2 days ago about more documentation.

  Business response

  12/19/2023

  December 19, 2023
  ATTN: ****** *****
  BBB of Central Ohio
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: Customer Name: ***** *******
  Complaint ID:    ********
  Claim Number:    ****-****
  Dear ****** *****:
  Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) received the complaint made by
  ***** ******* (the “Customer”) regarding a benefit request made under their Guaranteed Asset Protection
  (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Philly Car Kings (the “Seller”). The
  Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the
  difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date
  of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance
  Agreement with Capital One Auto Finance (the “Finance Company”) as a successor in interest. The Addendum is
  not an insurance or warranty. We serve only as the Administrator and are not a party to either agreement.
  After a complete and thorough review of APPI’s records, we find that all required documentation has been
  received. We have reviewed and authorized a waiver benefit for $7,566.44. This amount was calculated per the
  terms of the Addendum, and a complete breakdown of the waiver benefit is as follows:
  Payoff Balance as of Date of Loss $ 35,966.30
  The principal balance on August 14, 2023, the
  last payment date, plus $38.29 for 2 days of
  interest.
  LESS Primary Insurance Carrier
  Settlement -$ 29,974.86
  The Primary Insurance Carrier Settlement
  which represents the Actual Cash Value as
  defined by the addendum.
  LESS Insurance Missed Option
  (Cooled Rear Seats) -$ 75.00
  Vehicle features missed by the Primary
  Insurance Carrier when determining Vehicle
  value. The missed features are documented as
  included on the Vehicle when the Finance
  Agreement was executed.
  LESS Insurance Missed Option (Rear
  Parking Sensors) -$ 125.00
  LESS Insurance Missed Option
  (Heated Rear Seats) -$ 50.00
  LESS Insurance Missed Option
  (Cooled Front Seats) -$ 175.00
  Total GAP Waiver $ 7,566.44
  The benefit calculation according to the terms
  of the Addendum.   
  As stated above, a waiver benefit was authorized for $7,566.44. We will advise the Finance Company to waive
  the authorized amount. Any remaining account balance after the waiver is applied is the Customer's
  responsibility, according to the Finance Agreement.
  We note that $425.00 was deducted as “Insurance Missed Options.” The Primary Insurance Carrier failed to
  select these options on the Customer’s Vehicle when determining its Actual Cash Value. The discrepancy is
  evidenced when comparing the Vehicle Evaluation Report, which the insurer used to determine the Vehicle
  value, to the MSRP sticker for the Vehicle from the time of purchase. The missed options resulted in an
  insurance settlement that is lower than the actual Vehicle value, and the Primary Insurance Carrier is
  responsible for the value of the missed options. To remedy this, the Customer should seek a supplemental
  settlement from the Primary Insurance Carrier for the value of the missed options. Once the insurer has issued a
  supplemental settlement, the Customer may submit the additional settlement and supporting documentation to
  us for review if the supplemental settlement does not equal $425.00.
  I thank you for the opportunity to explain APPI’s position in this matter. If there are any questions, the Customer
  may contact me directly.
  Sincerely,
  ******** ****

  Customer response

  12/19/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  The attached document is the contract where it states Under LIMITATION: No coverage is provided for that portion of deficiency from an original amount of finance that exceeds 150%. It does not state it will cover UP TO. Also the options on my vehicle are not correct. It had the executive package where it had front/rear cooled/heated seats. The following are attached documents of bookout. It also states it will cover $1,000 deductible, which is not stated either. If the vehicle was  being evaluated at time of incident the percentage of coverage is wrong. 
  
  
  Regards,
  
  **** *******

  Business response

  02/01/2024

  Hello.  The Customer’s assertion is incorrect. The language referred to was fully explained in our previous responses. At this time, we have fully responded to the Customer and consider this matter closed.
  
  Sincerely,
  ******** ****

  Customer response

  02/05/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: thank for ripping me off, I had to make 4 payments on my vehicle because you wouldn't cover the remaining balance. I wonder if it would happen if the balance was lower..
  
  Regards,
  
  **** *******

• Initial Complaint

  12/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my 2018 Honda accord sport totaled in a rear end collision in September 2023. After starting the process of the gap benefit request, I had to send in documents multiple times, the same documents over and over. I would be on the phone with customer service, they would confirm that they received a email and they would get to it within 48hours. After 3-5 days I would contact them and they would say they never got the forms. After FINALLY getting them to accept all the forms and submit my claim for approval on November 14th, they tell me to call back every week or bi weekly. When I call they say there is no update and got told today that they can take as long as they want, that they don't have a time frame for it to be done. Have been told in a previous phone call, when I asked for a manager I was straight up told no. They have absolutely the worst customer service ive ever seen. My credit has been hit hard by my bank for late payments. My bank has canceled my credit card with them because of it, and I am daily driving a farm truck with nearly 180k miles because I cant get a new vehicle until this is taken care of. I want this resolved within the next week. This is ridiculous. If I do not get a phone call or email saying that my request has been approved within the next week [which will have given them a month], I will be filing a civil lawsuit against them not only for what is owed on my car, but the time and money its taken me for all the forms and processing. This company is a complete and total scam, and should absolutely lose their business license. They are taking advantage of people that have just went through a traumatic accident which is completely and totally insane.

  Business response

  12/18/2023

  December 18, 2023
  ATTN: ****** *****   
  BBB of Central Ohio
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: Customer Name: ***** *******
  Complaint ID:    ********
  Claim Number:    ****-****
  Dear ****** *****:
  Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) is in receipt of the complaint
  made by ***** ******* (the “Customer”) regarding a benefit request made under their Guaranteed Asset
  Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Bellingham Nissan (the
  “Seller”). The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to
  waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as
  of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of
  the Finance Agreement with Boeing Employees’ Credit Union (the “Finance Company”) as a successor in
  interest. The Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party
  to either agreement.
  After a complete and thorough review of APPI’s records, we find that as of December 15, 2023, all required
  documents have been received. We have reviewed the benefit request and authorized a waiver benefit of
  $4,079.79. This amount was calculated per the terms of the Addendum, and a complete breakdown of the
  waiver benefit is as follows:
  Payoff Balance as of Date of
  Loss $ 31,169.52
  The principal balance, calculated as though the
  vehicle were financed at a maximum Loan to
  Value ratio of 150% and had all payments been
  made in full and on time.
  LESS Service Contract  -$ 2,579.74
  Funds recovered by the Customer from the
  cancellation of a Service Contract
  Outstanding Balance $ 28,589.78
  The Outstanding Balance, as defined by the
  Addendum
  LESS Primary Insurance
  Carrier Settlement -$ 24,509.99
  The Primary Insurance Carrier Settlement,
  which represents the Actual Cash Value as
  defined by the addendum.
  Total GAP Waiver $ 4,079.79
  The benefit calculation according to the terms
  of the Addendum.   
  As stated above, a waiver benefit was authorized for $4,079.79 We will advise the Finance Company to waive
  the authorized amount. Please allow for processing and mailing of a check via US First Class Mail. Any remaining
  account balance after the waiver is applied is the Customer's responsibility, pursuant to the Finance Agreement.
  I thank you for the opportunity to explain APPI’s position in this matter.    If there are any questions, the
  Customer may contact me directly.

  Customer response

  12/18/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: the GAP insurance company is stating the fair market value was $21,500 at the time of purchase, and has FINALLY sent out a benefit based on that number. I want to note I had to reach out to the dealership where I purchased the gap and get them involved to get any movement. 

  The issue with that $21,500 market value is that 6 months later when the car was totaled, the insurance gave a fair market value of nearly $24,500. APPI is saying that I financed over 150% of the fair market value of the car, so they are not covering what was financed over that percentage. 

  It is not possible for my car to have gone up in value by $3000, when I put a few thousand miles on the car and was in a fender bender accident around April. The market not only has gotten worse for vehicles, but I also have used the vehicle. Based on the insurance pay out of a fsir market value of nearly $24,500, my total finance is well under 150% of the value of the car. Therefore they still have money they owe me to finish laying off the car. 

   

  They also have proof of this insurance fair market value because they have a copy of my insurance check and the adjustment breakdown. 
  
  Regards,
  
  ***** *******

  Customer response

  01/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: The GAP insurance is just trying to find a way to get out of the fact that I am fighting back on them being a fraud company. It is not possible for my car to have went up in value from the time of purchase to the time of it being totaled. With more miles, and a small accident on it in the spring. This company is a absolute fraud and the 33 BBB reports prove that. I have filed a lawsuit against them, and as of now they have yet to get back with  me on that. If it was just me that was having the issue, id understand, but there is not one good review of them on google reviews or the BBB. The GAP will do whatever it takes to weasel their way around making things right. 
  
  Regards,
  
  ***** *******

  Business response

  01/16/2024

  Dear ****** *****:
  Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) received the rejection made by
  ***** ******* (the “Customer”). We do not feel that the Customer has brought any additional complaint with
  this rejection to which a response is required. The only concern we have not addressed is complaints made by
  other individuals through the BBB. Frankly, those complaints have no bearing on the Customer’s GAP
  Addendum, and we will not address another individual’s concerns with this Customer. That said, we want to
  take the opportunity to reiterate our position on this matter and offer a potential resolution.
  The Customer’s complaint regards a benefit request made under their Guaranteed Asset Protection (“GAP”)
  Addendum (hereinafter “Addendum”), which was purchased from Bellingham Nissan (the “Seller”). The
  Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to waive the
  difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as of the Date
  of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of the Finance
  Agreement with Boeing Employees’ Credit Union (the “Finance Company”) as a successor in interest. The
  Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party to either
  agreement.
  The Customer purchased a Vehicle on February 1, 2023, and with it financed a GAP Addendum. The Addendum
  has explicit terms and conditions set forth within it; one such term relevant here is a maximum “loan-to-value”
  or “LTV” ratio of 150% of the JD Power value for used vehicles on the date of purchase. This maximum is
  explicitly stated on Page 1 of the Addendum, Item 4, and repeated in SECTION 2 – TERMS AND CONDITIONS,
  Item 8.    The relevant Addendum language is restated as follows:
  4. No coverage is provided for any portion of the GAP Amount resulting from the original
  amount financed exceeding 150% of the Vehicle’s MSRP (for new vehicles) or 150% of the
  Vehicle’s retail value on the Vehicle purchase date according to the J.D. Power Guide (for used
  vehicles).   
  In this case, when reviewing the Customer’s benefit waiver request, we determined that the value of the vehicle
  was $21,725.00. We made this determination by using the J.D. Power valuation guide, as required by the terms
  of the Addendum. The J.D. Power online service provides historical value data to find the vehicle’s value on the
  date of purchase. In this case, we entered a VIN, Date of Purchase, and purchase Mileage into J.D. Power, and
  selected all applicable vehicle options. J.D. Power returned a “clean retail” value of $21,725.00 based on the
  information provided. We have enclosed a printout of the J.D. Power service results of the clean retail value.   
  To find the Loan-to-Value ratio, we compare this “clean retail” value to the total amount financed on the
  Finance Agreement. In this case, the amount financed was $33,271.82; the Customer may verify this amount
  with the Retail Installment Sale Contract (“Finance Agreement”) provided to us to calculate the waiver under the
  Truth-In-Lending Disclosures, Amount Financed. APPI calculated the LTV ratio by dividing the amount financed
  by the “clean retail” value and multiplying by 100. The result is a decimal value representing the percentage of
  the amount financed. In this case, the result rounded to the nearest tenth is 153.1%. 153.1% is greater than the
  150% retail value covered by the terms of the Addendum. This means that the 3.1% overage, plus any interest or
  finance charges resulting from the 3.1%, is not covered by the terms of the Addendum.   
  Because we consider the Vehicle to be “over-financed” based on the terms of the Addendum, we determined
  the payoff balance on the date of loss as though the Finance Agreement had an amount financed of $32,587.50,
  which is 150% of the “clean retail” value, considering equal installment payments over the term of the Finance
  Agreement at the interest rate found in the agreement terms. On the Date of Total Loss, September 9, 2023, if
  the amount financed was 150% of the Vehicle's retail value and 6 payments beginning March 18, 2023, and
  every 18th thereafter were made on time and in full as directed by the Finance Agreement, we would expect
  $31,169.52 principal balance remaining. That figure is the value we use to determine the Customer’s waiver
  benefit.
  To calculate the waiver benefit of the Addendum, we start with $31,169.52, then subtract $2,579.84 for the
  cancelation of a Service Contract, which is not covered per the terms of the Addendum. The result is $28,589.78,
  representing the Outstanding Balance as defined by the Addendum. The definition of Outstanding Balance is a
  term of the Addendum and can be found in SECTION 1 – DEFINITIONS, restated as follows:
  “Outstanding Balance” - The amount in U.S. currency required to satisfy the Finance Agreement
  payoff as of the Date of Loss. The Outstanding Balance shall be determined based only on the
  amount You originally borrowed to purchase the Vehicle. Amounts added subsequent to the
  purchase of the Vehicle including but not limited to collateral protection insurance, unearned
  finance charges, rental expenses, taxes, Delinquent Payments, past due amounts, late charges,
  extensions of maturity, salvage, repossession expense, towing and storage are not included. The
  Outstanding Balance shall be reduced by any proceeds that can be recovered from the
  cancelling of any items, such as a service contract, credit insurance, or other similar items that
  were included in the Finance Agreement. In the absence of Primary Insurance Carrier coverage,
  the Outstanding Balance shall be reduced by any costs incurred in obtaining an estimate for
  repair of the Vehicle. The Outstanding Balance, at the Date of Loss, shall be determined by the
  lower of (1) the Finance Agreement original payment schedule or (2) the Equal Monthly
  Installment Method. If additional collateral is secured under the Finance Agreement, the
  described Vehicle shall bear a proportionate share of the total Outstanding Balance (in
  proportion to the amortized amount You originally borrowed directly related to Your purchase
  of the Vehicle).
  From the $28,589.78 Outstanding Balance, we then subtract the Primary Insurance Carrier Settlement of
  $24,509.99 for a total GAP waiver benefit of $4,079.79. APPI has instructed the Finance Company to waive the
  benefit amount of $4,079.79. The Finance Company acknowledged the waiver on or about December 26, 2023.
  It is clear from the above that our Loan-to-Value determination of 153.1% is correct based on the value data
  provided by J.D. Power in adherence to the terms of the Addendum. However, we understand that the
  Customer disputes our calculation and, therefore, considers our authorized waiver benefit to be incorrect. As
  “evidence,” the customer points to the Primary Insurance Carrier’s determined value on the Date of Loss, and
  that the determined value is an increase over our prior balance. In our prior response, we pointed out that the
  Customer was incorrect in asserting that the insurance value was over $24,000.00. In fact, the Primary Insurance
  Carrier determined a vehicle value of $22,400.00. It was only after legally required taxes and title fees were
  added that the insurance settlement became $24,509.99. However, the legally required taxes and title fees are
  not a part of the vehicle value. We have enclosed the settlement breakdown prepared by the Primary Insurance
  Carrier as evidence of the insurer’s vehicle value.
  It is true that the value of the vehicle of the Date of Loss, September 9, 2023, is $22,440.00, which represents an
  increased value from the value on the Date of Purchase, February 1, 2023, of $21,725.00. This increase is a total
  of $715.00. We are aware that it is generally understood that vehicles decrease in value over time and that
  general understanding is likely why the Customer believes the valuation is incorrect. But that general rule is not
  always the case. In truth, vehicle values fluctuate daily. However, such day-to-day fluctuation is not considered
  when calculating the waiver benefit. Therefore, the values on the Date of Purchase and Date of Loss are
  independent of one another when determining the waiver benefit under the terms of the Addendum.
  As stated above, we are confident that our waiver benefit calculation of $4,079.79 is the correct benefit based
  on the terms of the Addendum. That said, we understand that this complaint stems from our determination that
  the Vehicle was financed at 153.1% of its value, resulting in a reduction of the Outstanding Balance eligible for
  coverage under the terms of the Addendum. In an effort to resolve this issue, we will reach out to Mr. *******
  and propose a potential amicable resolution.
  We thank you for the opportunity to respond and hope that the Customer accepts the offer above. Otherwise,
  we will respond to the lawsuit accordingly.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  They are not paying my claim. Gave them everything they asked for. They just give you the run around. They are ruining my credit. Terrible company….

  Business response

  12/18/2023

  December 18, 2023
  ATTN: ****** *****   
  BBB of Central Ohio
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: Customer Name: ******** ******
  Complaint ID:    20968700
  Claim Number:    *********
  Dear ****** *****:
  Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) is in receipt of the complaint
  made by ******** ****** (the “Customer”) regarding a benefit request made under their Guaranteed Asset
  Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Volkswagen of St.
  Augustine (the “Seller”). The Addendum is an agreement between the Customer and the Seller wherein the
  Seller agrees to waive the difference between the Outstanding Balance of the Finance Agreement and the Actual
  Cash Value as of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and
  forms a part of the Finance Agreement with Ally Financial (the “Finance Company”) as a successor in interest.
  The Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party to either
  agreement.
  After a complete and thorough review of APPI’s records, we find that the Total Loss, which occurred on or
  February 13, 2023, was not reported to APPI until on or about May 18, 2023. The Customer was issued an
  insurance settlement on or about March 30, 2023, and per the terms of the Addendum, had 90 days from that
  date, or until June 28, 2023, to submit all required documentation. Our records indicate that a complete
  Reporting Form, a required document under the terms of the Addendum, was not received until after the
  90-day deadline.    However, APPI has processed the waiver benefit request and authorized a complete waiver
  benefit of $7,602.06, calculated per the terms of the Addendum as follows:
  Payoff Balance as of Date of
  Loss $ 31,193.62
  The principal balance calculated as if all
  payments had been made on time and in full
  per the terms of the Finance Agreement.
  LESS Primary Insurance
  Carrier Settlement -$ 19,930.23
  The Primary Insurance Carrier Settlement
  which represents the Actual Cash Value as
  defined by the addendum.
  LESS Mileage Deduction -$ 3,661.33
  A mileage adjustment made by the Primary
  Insurance Carrier, which is not included in the
  waiver benefit, per the terms of the
  addendum.
  Total GAP Waiver $ 7,602.06
  The benefit calculation according to the terms
  of the Addendum.   
  As stated above, a waiver benefit was authorized for $7,602.06. We will advise the Finance Company to waive
  the authorized amount. Any remaining account balance after the waiver is applied is the Customer's
  responsibility, pursuant to the Finance Agreement.
  I thank you for the opportunity to explain APPI’s position in this matter.    If there are any questions, the
  Customer may contact me directly.

• Initial Complaint

  11/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company had wrongfully closed my claim. Then in appeal denied my claim even though I did everything on my end and provided then proof they are refusing to pay for the remaining balance after my car was stolen. They said they couldn’t reaf the police report but never communicated that to me until I contacted them twice. Once I received another copy they still denied my claim.

  Business response

  12/04/2023

  December 1, 2023
  ATTN: ****** *****   
  BBB of Central Ohio
  1169 Dublin Road
  Columbus, OH 43215
  Re: Customer Name: ******* ******
  Complaint ID:    ********
  Claim Number:    ****-****
  Dear ****** *****:
  Advanced Protection Products International, Inc. (“We,” “Us,” “Our,” or “APPI”) is in receipt of the complaint
  made by ******* ****** (the “Customer”) regarding a benefit request made under their Guaranteed Asset
  Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Car Pros Kia Tacoma (the
  “Seller”). The Addendum is an agreement between the Customer and the Seller wherein the Seller agrees to
  waive the difference between the Outstanding Balance of the Finance Agreement and the Actual Cash Value as
  of the Date of Loss, subject to the terms and conditions of the Addendum. It is attached to and forms a part of
  the Finance Agreement with Regional Acceptance Corp (the “Finance Company”) as a successor in interest. The
  Addendum is not an insurance or warranty. We serve only as the Administrator and are not a party to either
  agreement.
  After a complete and thorough review of APPI’s records, we find that a legible copy of the police report, a
  required document per the terms of the addendum, was not received until after the 90-day document
  submission deadline.    However, we received an appeal request from the Customer, and in the interest of
  Customer satisfaction, we will waive the submission requirement. A waiver benefit is authorized in the amount
  of $2,747.08. This amount was calculated per the terms of the Addendum, and a complete breakdown of the
  waiver benefit is as follows:
  Payoff Balance as of Date of Loss $ 23,549.68
  The principal balance had all payments been made on
  time and in full pursuant to the terms of the finance
  agreement.
  LESS Service Contract  -$ 2,908.34
  Funds recovered by the Customer from the cancellation of
  a Service Contract financed on the Finance Agreement.
  Outstanding Balance $ 20,641.34 The Outstanding Balance, as defined by the Addendum
  LESS Primary Insurance Carrier
  Settlement -$ 17,894.26
  The Primary Insurance Carrier Settlement, which
  represents the Actual Cash Value as defined by the
  addendum.
  Total GAP Waiver $ 2,747.08
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $2,747.08. We will advise the Finance Company to waive
  the authorized amount. Any remaining account balance after the waiver is applied is the Customer's
  responsibility, pursuant to the Finance Agreement.
  I thank you for the opportunity to explain APPI’s position in this matter.    If there are any questions, the
  Customer may contact me directly.

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