ComplaintsforAdvanced Protection Products International, Inc.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased APPI GAP Insurance from the KIA Dealership in ******, Illinois. Three months after the vehicle was involved in an accident which left the vehicle inoperable. The State Farm Vehicle Insurance Totaled the vehicle out. APPI GAP company is supposed to pay the remaining balance “GAP”. This company did not comply. They kept sending documents saying they needed different information. It was a hassle! My statefarm representative also tried to assist. Often they said they didn’t receive documentation although they have an internet company portal. The “Portal” often would not work. When sending documents whether through portal or email they say they never received them. It was like a complete run around. Finally after the time frame giving to complete. They denied saying it’s the customer fault for incomplete information. It’s a Scam! I have never in 30 years met such out right display of dishonest business practices.

  Business response

  11/21/2023

  November 21, 2023
  Better Business Bureau
  ATTN: ****** *****  
  1169 Dublin Road
  Columbus, OH *****-****
  Re: Customer Name: ****** *******
  BBB Complaint ID: ********
  Claim No.:    ****-****
  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 the total loss occurred on November 21,
  2022, and the primary insurer paid a settlement on December 22, 2022. Per the terms of the Addendum, the
  Customer has 90 days from the date of settlement, or until March 22, 2023, to submit documents for claim
  submission. Although our initial review indicatesthe requested documents were not received within 90 days, APPI
  will nonetheless process the waiver benefit request.  A waiver benefit is authorized in the amount of $4,558.09
  and calculated as follows:
  Payoff Balance as of Date of Loss $ 27,484.93
  The principal balance had all payments been made on
  time and in full on the date the payment was due
  according to the Finance Agreement.
  LESS Maintenance Contract
  Refund -$ 1,000.00
  The purchase price of a maintenance contract on the
  Finance Agreement, representing funds recoverable
  by the customer for canceling the contract.
  LESS Primary Insurance Carrier
  Settlement -$ 21,926.84
  The Primary Insurance Carrier Settlement, which
  represents the Actual Cash Value as defined by the
  addendum.
  Total GAP Waiver $ 4,558.09
  The benefit calculation according to the terms of the
  Addendum.   
  We will advise the Finance Company to waive the total authorized benefit $4,558.09.   We note that benefit
  processing may be delayed due to the holiday.
  Per the terms of the Addendum, funds recoverable from the cancelation of add-on items financed under the
  Finance Agreement are not included in the waiver benefit. When calculating the waiver benefit above, we
  determined that proof of cancelation refunds was not received by us.   However, in the interest of customer
  satisfaction, we calculated a waiver benefit using the purchase price of the maintenance contract. If the Customer
  provides us with proof of cancelation refunds or else a complete copy of the maintenance agreement proving that
  it is not cancelable, then we will review the additional documentation for a potential supplemental benefit. The
  document may be sent to APPI via either the web portal or by email to *********************.  
  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

  11/24/2023

  [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

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a car through KIA and purchased the GAP insurance (APPI) at an additional cost. I was in an accident where the car was a total loss. When I filed the claim through them to help pay the remaining balance (amount after my initial car insurance paid they're portion) I was met with nothing but the run around. No matter what documentation I gave them (which was every single thing I ever received either from the dealership or my car insurance) the documents were incorrect. I was never updated about the status of my claim. I felt as if the company continuously asked me for things I did not have in order to run the clock down on my claim, therefore, making it too late for them to submit any payments. I want them to pay for the rest of the amount that they were supposed to pay for the car. Now I have the finance company coming to me asking for the money that I do not have, nor was prepared to pay for because I thought APPI would take care of it.

  Business response

  11/07/2023

  November 7, 2023
  Better Business Bureau
  ATTN: ****** *****  
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: Customer Name: ******* ******
  BBB Complaint ID: ********
  Claim No.:    ****-***
  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 North County 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 Kia Finance America (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 the benefit request file, we find that the Total Loss occurring June 9,
  2023, and with an insurance settlement date on or about June 21, 2023, was not reported to APPI until on or
  about August 4, 2023.  Based on the terms of the Addendum, the Customer has until September 21, 2023, to
  submit the required documents.  When reviewing the file, we determined that most documents were received by
  the September 21, 2023, deadline.  However, to date, we do not have copies of any refund checks received for
  the cancelation of a service contract and other add-on items financed on the Finance Agreement.  Further, there
  is a discrepancy between the vehicle value listed on the Vehicle Evaluation Report, $31,628.00, and the value
  identified on the insurance settlement breakdown, $33,813.90. Therefore, we requested documents from the
  customer to understand the difference in value. APPI requested both the refund checks and evidence of the value
  difference from the Customer, even after the deadline of September 21, 2023, with the intent of authorizing a
  waiver benefit, but to date, we have not received these documents.
  In the interest of Customer satisfaction, APPI will authorize a waiver benefit without additional documents to
  understand the discrepancy in vehicle value and without evidence of the cancelation refunds.  The authorized
  benefit is in the amount of $1,251.80, calculated as follows:
  Payoff Balance as of Date of Loss $ 42,075.35
  The principal balance of $41,999.04 as of the June 1, 2023
  payment, plus $76.31 for 8 days of interest between the date
  of last payment and the Date of Loss.
  LESS Service Contract Refund  -$ 2,995.00
  The amount financed for a Service Contract that represents
  the refundable amount for cancelation.
  LESS “Stargard” Theft Contract
  Refund -$ 1,395.00
  The amount financed for a Theft Contract that represents
  the refundable amount for cancelation.
  LESS “Glass Defense” Contract
  Refund -$ 195.00
  The amount financed for a “Glass Defense” Contract that
  represents the refundable amount for cancelation.
  LESS “Mobile Clear Shield” Contract
  Refund -$ 195.00
  The amount financed for a “Mobile Clear Shield” Contract
  that represents the refundable amount for cancelation.
  Outstanding Balance $ 37,295.35 The Outstanding Balance as defined by the Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 36,043.55
  The Primary Insurance Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  Total GAP Waiver $ 1,251.80
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit is authorized for $1,251.80.  We will advise the Finance Company to waive the
  authorized amount.   We want to note that if the Customer provides us with copies of refund checks for the
  cancelation of the financed service contract and other add-on products or with complete copies of the contracts
  to prove they are not cancelable, then we will review the additional documentation for potential supplemental
  benefit.
  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

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My car was stolen on Jan 6th, 2023. enters start date of gap claim, I have called month after month, been told story after story, Ill check with them and him and her and get back to you. I was told my claim was closed but then reopened after the requested documents were found in a different system. For 8 months I've been shuffled around and then I get a denial letter EIGHT Months Later, its complete balderdash and I want an in-depth investigation and payment for my claim. I gave, sent, reported, even called companies on your behalf to ensure requested documents were received. This is not acceptable and I demand it be looked into. I can provide reference number and more upon receipt of formal email at attached email. The amount I paid is a round number for the computer, the exact amount would of varied based on time of cancelation per the many staff I have spoken to, May 19 notes , staff female states claim sent for review June 12th note sent up for review, same day via phone ***** ******** “sending a few emails to see whats going on”<<

  Business response

  09/29/2023

  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 *** **** 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 *********** Financial Services, 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 that the total loss occurring on January 6, 2023,
  wasreported to our office on or about February 7, 2023. The insurance settlement occurred on February 10, 2023,
  and the customer has 90 days from the settlement date, or until May 11, 2023, to submit all required documents
  to us, per the terms of the Addendum.  By May 11, 2023, Premier had received some documents but was missing
  copies of a reporting form and a refund check for the cancellation of a Vehicle Service Contract, both of which are
  required documents per the terms of the Addendum.
  On or about June 30, 2023, the customer submitted an online version of the Reporting Form, initially sent as an
  email attachment to the customer on or about March 16, 2023. However, to date, we do not have a copy of a
  refund check for the cancellation of a Vehicle Service Contract. Because the Reporting Form was received after
  the May 11, 2023, deadline, and a copy of the refund check has not been received to date, APPI maintains that is
  well within its administrative duties to recommend a denial for lack of documentation.  However, in the interest
  of Customer satisfaction, if the customer provides a copy of the refund check for canceling the Vehicle Service
  Contract, then APPI will waive the documentation deadline requirement and process a waiver benefit. As a
  courtesy, APPI has attempted to calculate the GAP waiver benefit, but as shown below, we cannot know the exact
  waiver amount until the refund check copy is received.  The calculation is as follows:
  Payoff Balance as of Date of Loss $ 20,302.22
  The principal balance had all payments been made on
  time and in full on the date the payment was due
  according to the Finance Agreement.
  LESS Vehicle Service Contract
  Refund -$ 2,995.00
  A placeholder value for the Service Contract refund,
  representing the Service Contract value on the date
  of purchase.
  LESS Primary Insurance Carrier
  Settlement -$ 16,522.24
  The Primary Insurance Carrier Settlement, which
  represents the Actual Cash Value as defined by the
  addendum.
  LESS Condition Adjustment  -$ 1,014.57
  A condition adjustment made by the Primary
  Insurance Carrier, which is not covered by the
  Addendum pursuant to its terms and conditions.
  Total GAP Waiver $  -229.59
  The benefit calculation according to the terms of the
  Addendum.  A negative number represents there is
  no GAP Amount as defined by the Addendum, and no
  waiver benefit is available to the Customer.  The GAP
  Amount is subject to change once the actual Vehicle
  Service Contract refund is received by us.
  To summarize, a Reporting Form document was not received by APPI until after the May 11, 2023, deadline to
  submit documentation.    Further, a Vehicle Service Contract refund check has not been received by us. APPI
  maintains that it is well within its administrative capacity to recommend the denial of the waiver benefit due to
  the late documentation.  However, APPI will waive the submission deadline requirement if the Customer provides
  us with a copy of the refund check for canceling the Vehicle Service Contract.  As a courtesy, APPI attempted to
  calculate the potential waiver benefit, as demonstrated above, but cannot determine a potential benefit without
  evidence of the exact Vehicle Service Contract refund.  The document may be sent to APPI via either the web
  portal or by email to *********@appiadm.com.  
  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

  10/02/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  09/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We bought gap insurance with this company when we got the car in March 2022. The car was totaled in an accident in February 2023, and insurance paid for the current value of the car. In May 2023, we filed the gap insurance claim with this company. We have called the company several times since May 2023 to ask what the update is on the GAP process as there is still a loan left on the car. This company has told us again and again that they have a long queue and have not worked on our claim yet. They also refuse to call us with an update and ask us to call them each time. This is a terrible experience and we would like the company to resolve our GAP payout ASAP>

  Business response

  09/26/2023

  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 ***** of Silver Spring Inc.
  (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 ****** Motor Credit Corporation (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 was reported to us on or
  about May 22, 2023.  Documents were submitted, and the benefit request was placed under review on or about
  June 26, 2023.  During the review, we identified that a police report, a required submission document, was not
  provided to us because none were filed on the Date of Loss. While unusual, we reached out to the customer for
  additional information about how the loss occurred and to determine whether a benefit request could be
  authorized under the terms and conditions of the Addendum. In this case, and while a police report is a required
  document for a benefit request, in the interest of customer satisfaction, we have processed the waiver benefit
  and authorized a benefit in the amount of $5,670.87.  This amount was calculated per the terms of the Addendum,
  and a complete breakdown is as follows:
  Payoff Balance as of Date of Loss $ 21,522.67
  The principal balance on January 23, 2023, the last
  payment date, plus $57.49 for 23 days of interest.  This
  number represents the Outstanding Balance as
  defined by the Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 15,851.80
  The Primary Insurance Carrier Settlement, which
  represents the Actual Cash Value as defined by the
  addendum.
  Total GAP Waiver $ 5,670.87
  The benefit calculation according to the terms of the
  Addendum.   
  Based on the above calculation, we will instruct the Finance Company to waive the amount of $5,670.87.  Any
  balance remaining is the responsibility of the Customer per the terms of 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

  09/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to express my extreme disappointment with Advanced Protection Product Inc. (APPI). My claim (*********) has been open since May 5, 2023, and every time I call to see if it has been resolved, I am told that APPI is short-staffed and to call back next week. This has been their excuse for the past 120 days. This is affecting my credit score because APPI has not sent the balance of my car payment that was stolen in May 2023. I do not find it fair that I will be impacted on my credit score due to APPI being short-staffed. I have spoken to multiple APPI representatives and I keep getting the runaround. All of the necessary paperwork has been uploaded and provided to their team well in advance. I need this to be resolved immediately. I am requesting that APPI: Immediately send the balance of my car payment that was stolen. Provide me with a written explanation for the delay in resolving my claim. Take steps to ensure that this does not happen to other customers in the future. I am very disappointed with the way that APPI has handled my claim. I expect this to be resolved immediately. Sincerely, ******* ********

  Business response

  09/15/2023

  Advanced Protection Products International, Inc.  (“We,” “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 ***** ** ****** (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 ********* Consumer USA (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 relating to the waiver benefit request, we find that as of
  September 14, 2023, our review of the benefit request is complete and a benefit is authorized in the amount of
  $1,524.72. 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 $ 15,464.09
  The calculated balance on the Date of Loss, had all payments
  been made on time and in full as set out in the Finance
  Agreement, and without additional interest or charges added
  to the loan balance.  Thisrepresentsthe Outstanding Balance
  as defined by the Addendum
  LESS Primary Insurance Carrier
  Settlement -$ 13,821.37
  The Primary Insurance Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  LESS Condition Adjustment  -$ 118.00
  An adjustment made to the vehicle value, as evidenced by
  the primary insurance carrier, which is not included under
  the terms of the Addendum.
  Total GAP Waiver $ 1,524.72
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $1,524.72.  We will advise the Finance Company to waive
  the authorized amount, and the benefit check will be issued on September 20, 2023.  Any remaining account
  balance 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

  09/27/2023

  I am writing to file a complaint against APPI for their failure to pay a past due balance of $1,524.72 to ********* Bank.
  
  As of today, September 25, 2023, I still have this outstanding balance. ********* claims that they have not received any type of communication or payment from APPI.
  
  I have attached a snapshot of the past due payment that is affecting my credit score.
  
  I am very disappointed that there has been no resolution to this matter. I do not understand why APPI and ********* are not acting fast enough to get this resolved.
  
  I am requesting that the Better Business Bureau investigate this matter and help me to resolve this issue.
  
  Thank you for your time and attention to this matter.
  
  Sincerely,

  Business response

  10/03/2023

  Advanced Protection Products International, Inc.  (“We,” “Our,” or “APPI”) is in receipt of the follow-up complaint
  made by ******* ******** (the “Customer”) regarding a benefit request made under their Guaranteed Asset
  Protection (“GAP”) Addendum (hereinafter “Addendum”).  As previously advised, a waiver benefit was authorized
  on September 14, 2023, in the amount of $1,524.72, and a breakdown of the benefit calculation was previously
  provided.  We also advised that a check would be issued on September 20, 2023.
  We have reviewed our claim file and confirm that a check was issued and mailed to ********* Consumer USA (the
  “Finance Company”) on September 20, 2023.  Unfortunately, we do not have knowledge of the Finance Company’s
  waiver benefit processing and cannot advise when the waiver of $1,524.72 will be applied to the account.  We
  recommend that the Customer follow up with the Finance Company regarding the application of the waiver
  benefit.
  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

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filed a GAP claim which was finalized July 6th 2023 received an email stating it would be processed in 3-4 week it has now been over 8 weeks "today is September 1st 2023" and all I get from them is that they are backlogged with claims. Tried to talk to a supervisor and only got voice mail and no response. The bank is asking for payments on a loan that should have been paid 4 weeks ago. The insurance company has paid their part.

  Business response

  09/08/2023

  September 8, 2023
  ATTN: ****** *****  
  BBB of Central Ohio, Inc.
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: Customer Name: ***** ******
  Complaint ID:    20554092
  Claim Number:    2305-6172
  Sent via Web Portal
  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 Savvy Auto Sales LLC (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 CME Federal 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 review of the benefit request, we find that a waiver benefit was authorized on or about
  September 1, 2023, for $5,040.95. During the review, we discovered we do not have proof of cancellation of an
  “Image Guard” contract financed with the Vehicle.    However, in the interest of customer satisfaction, we
  processed the waiver benefit.  To do so, we deducted the full value of the “Image Guard” contract because we
  were unaware of the funds recovered by the Customer from canceling the contract. If the Customer provides
  proof that the “Image Guard” contract was canceled or a complete copy of the “Image Guard” contract to
  demonstrate it is not cancelable, then APPI will review that additional documentation for a potentialsupplemental
  waiver benefit.  Otherwise, the benefit request of $5,040.95 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 $ 33,907.96
  The principal balance on April 12, 2023, the last payment
  date, plus $99.59 for 16 days of interest.
  LESS Service Contract  -$ 2,238.52
  Funds recovered by the Customer from the cancellation of
  a Service Contract
  LESS “Image Guard” Contract  -$ 1,100.00
  The cost of a contract financed with the Vehicle. Without
  proof of cancellation, we are unable to determine the
  exact refund eligible to the Customer.
  Outstanding Balance $ 30,569.44 The Outstanding Balance, as defined by the Addendum
  LESS Primary Insurance Carrier
  Settlement -$ 25,528.49
  The Primary Insurance Carrier Settlement representing the
  Actual Cash Value as defined by the Addendum.
  Total GAP Waiver $ 5,040.95
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $5,040.95. 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.  Again, if the customer can provide either proof that the “Image Guard”
  contract was canceled or otherwise a complete copy of the “Image Guard” contract to demonstrate that it is not
  cancelable, then we will review the additional documentation for a potential supplemental waiver benefit.
  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

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted the Advanced Protection Products International, Inc (GAP) back in October 10, 2022 to file a claim for my 2021 Kia Soul that was totaled out back on October 09, 2022. I was contacted by KIA Finance Company in the unpaid amount of $2000.00 and I told Kia that i filed the claim with Gap. Gap told me that the police report was not submitted and I ask did USAA did not submit it? I called usaa and I ask them why did they not send the police report the claims department emailed me a copy. I called the Gap claims department and told them that USAA emailed me a copy and could I fax the document and was told no I had to upload it. I ask the adjuster once I do that what should i do after that, was told to call back and they would get the document and he would send to department for approval and I ask will they inform me and they assured me that it would be approved and on 06/12/2023 i received and email telling me the claim was denied. I called on 06/13-15/2023 to file a complaint and told them why am I getting penalized for something that was not my fault that I did what was required of me to go to the Kia dealership to cancel every thing that was on the KIA SOUL and I did. That was on USAA fault.

  Business response

  08/25/2023

  August 25, 2023
  Better Business Bureau
  ATTN: ****** *****  
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: Customer Name: ****** *******
  BBB Complaint ID: 20501942
  Claim No.:    2210-4794
  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 Community 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 Kia Motors 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 the total loss occurring on October 9, 2022,
  wasreported to our office on or about October 25, 2022. The insurance settlement occurred on October 27, 2022,
  and the customer has 90 days from the settlement date, or until January 25, 2023, to submit all required
  documents to us, per the terms of the Addendum.  By January 25, 2023, Premier had received some documents
  but was missing copies of the police report and a refund check for the cancellation of a Vehicle Service Contract,
  both of which are required documents per the terms of the Addendum.
  On or about April 16, 2023, our file was marked ‘Inactive’ due to no activity being recorded between January 16,
  2023, and April 16, 2023. In fact, our file indicates no communication from the customer between October 25,
  2023, when the loss was reported, and May 5, 2023, when the customer sent an email with a copy of the missing
  police report. Because our file was inactive, we were unaware of the police report until a phone call from the
  Customer on or around May 22, 2023. At that time, we escalated the file for a claim decision, and it was denied
  for documents not being received by the January 25, 2023, deadline.
  As of today, Premier has not received a copy of the refund check for the cancellation of a Vehicle Service Contract.
  Additionally, the police report was not received until well after the deadline.    Because of the outstanding
  documents, Premier’s denial for not receiving documents by the deadline stands.
  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

  08/30/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20501942
  
  I am rejecting this response because: 
  
  Regards,
  
  ****** *******

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the last steps to my total loss claim for my vehicle that happened April 1st. The GAP claim which is through APPI has been opened since 6/27/23 and all of the documents they requested was sent the same week and completed by 7/3/23, since then they have told me the same thing that it is being reviewed by some team and will take 15-20 business days for an update (It's now the 16th day). Not sure why it would take the FULL length of 20 business days when they've had all the documents for almost a month now. I'm currently still renting a vehicle out of pocket and still have a car note to pay since APPI has yet to updated my claim, my latest car note was due on 7/16/23, Im hoping we can have this resolved before I have to fork over more money to extend my rental AND pay my car note. Claim # 23060005781

  Business response

  07/28/2023

  July 28, 2023
  Better Business Bureau
  ATTN: ****** *****  
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: BBB Complaint ID: 20373056
  Claim No.:    2306-5781
  Dear ****** *****:
  Advanced Protection Products International, Inc.  (“We,” “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 Prestige Cadillac (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 Our
  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 April 1, 2023, was
  not reported to our office until on or about June 27, 2023.  On July 3, 2023, we confirmed that all documents had
  been received and the waiver benefit was submitted for review.  The customer followed up on July 5, 2023, and
  we advised that the review process may take up to 20 business days.  Our advisement remained consistent when
  the customer followed up on several occasions and when the Finance Company called to check the status on July
  14, 2023.   
  The customer is correct that they submitted their complaint on the 16th business day, and our advised review
  processing period has not yet expired.  The advised processing time of 20 business days is not unreasonable and
  is based on our current request volume.  However, APPI states that our review of this request was completed on
  July 26, 2023, and a waiver benefit was authorized in the amount of $8,632.60. 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 $ 41,003.94
  The principal balance on March 13, 2023, the last payment
  date, plus $106.23 for 19 days of interest.
  LESS Service Contract  -$ 2,124.78
  Funds recovered by the Customer from the cancellation of a
  Service Contract
  Outstanding Balance $ 38,879.16 The Outstanding Balance, as defined by the Addendum
  LESS Primary Insurance Carrier
  Settlement -$ 30,055.56
  The Primary Insurance Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  LESS Condition Adjustment  -$ 41.00
  An adjustment made to the vehicle value, as evidenced by
  the primary insurance carrier, which is not included under
  the terms of the Addendum.
  LESS Prior Damage Adjustment  -$ 150.00
  An adjustment made to the vehicle value, as evidenced by
  the primary insurance carrier, which is not included under
  the terms of the Addendum.
  Total GAP Waiver $ 8,632.60
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $8,632.60. 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.
  Sincerely,
  ******** ****
  ******** ****
  Legal Compliance
  Consumer Relations
  Email: ********.****@appiadm.com

  Customer response

  07/31/2023

  [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,
  
  ***** *****

  Customer response

  08/07/2023

  Regarding my GAP benefit request number 2306-5781, I was told the payout check should arrive to my bank by Tuesday/Wednesday it is now Friday and still nothing has been received. Not sure why there is no option for faster delivery seeing that I'm in the middle of a car payment and rental paying for out of pocket, so if there is no check received by monday then what is the process? There is no tracking # or at least they did not provide me with one
  

  
  

  Business response

  08/09/2023

  August 9, 2023
  Better Business Bureau
  ATTN: ****** *****  
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: BBB Complaint ID: 20373056
  Claim No.:    2306-5781
  Dear ****** *****:
  Advanced Protection Products International, Inc.  (“We,” “Our,” or “APPI”) is in receipt of the follow-up made by
  ***** ***** (the “Customer”) regarding a benefit request made under their Guaranteed Asset Protection (“GAP”)
  Addendum (hereinafter “Addendum”).  The Customer’s follow-up inquires about a benefit payment issued to Our
  Credit Union (the “Finance Company”) for $8,632.90, detailed in our prior response.
  Our records indicate that the Customer may have been advised that a check was sent to the Finance Company on
  July 27, 2023.  However, that needs to be corrected, as July 27, 2023, was the date the authorized benefit was
  submitted to our accounting department.  Check number 15266 was sent via USPS First Class mail to Our Credit
  Union on August 2, 2023, following our standard procedure.  First Class mail does not have a tracking number and
  offers a 1-5 business-day mailing window.   APPI expects that the Finance Company will receive the check by
  Wednesday, August 9, 2023, but states that we have no knowledge of when the Finance Company will receive the
  check nor of the Finance Company’s processing procedure.  We ask that the Customer continue to follow up with
  the Finance Company regarding the receipt of the check.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I opened my gap claim sometime around November 30 of 2022. I’ve reached out multiple times to this company in regards to them making their payment. I’ve contacted my adjuster, which he’s very hard to get a hold of, I’ve submitted all my documents, and I have proof of such. Eventually I ended up calling gap claims just to find out what was going on and they couldn’t seem to understand why they were taking so long on their end. My credit score has been impacted while waiting on them to rectify this issue. I have multiple late payments and right offs and I’m not able to get another vehicle because the car dealers think that I’m still paying on my car.

  Business response

  07/28/2023

  July 28, 2023
  Better Business Bureau
  ATTN: ****** *****  
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: BBB Complaint ID: 20367376
  Claim No.:    2211-2014
  Dear ****** *****:
  Advanced Protection Products International, Inc.  (“We,” “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 Bell Mitsubishi (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 Cresent Bank (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 relating to the waiver benefit request, we find that the
  request was initially denied because full documentation was not received within 90 days from the date of
  insurance settlement.  According to our records, we had not received a Reporting Form before the January 31,
  2023, deadline, and therefore denied the request according to the benefit request procedure.  Please see SECTION
  5 – BENEFIT REQUEST PROCEDURE, Item 3 of the Addendum, restated in part as follows:
  You must provide the following documentation to the Administrator within 90 days of the date of
  the Primary Insurance Carrier’s settlement. If there is no Primary Insurance Carrier coverage in
  place on the Date of Loss, then all documentation must be submitted within 90 days of the Date
  of Loss. All documentation must be complete, legible, and submitted within the time frame
  described herein. Your failure to submit the required documentation within the required the time
  frame may result in denial of the benefit request.
  However, the customer appealed the denial and was able to provide proof that the Reporting Form had been
  submitted to us before that date.  As such, we authorized the waiver benefit on appeal and processed a waiver
  benefit of $5,584.05. 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 $ 31,201.75
  The principal balance on the last payment date, which was
  July 25, 2022, plus $559.12 for 30 days of interest.
  LESS Service Contract  -$ 2,260.26
  Funds recovered by the Customer from the cancellation of a
  Service Contract
  Outstanding Balance $ 28,941.49 The Outstanding Balance, as defined by the Addendum
  LESS Primary Insurance Carrier
  Settlement -$ 19,295.35
  The Primary Insurance Carrier Settlement, which represents
  the Actual Cash Value as defined by the addendum.
  LESS Condition Adjustment  -$ 705.07
  An adjustment made to the vehicle value, as evidenced by
  the primary insurance carrier, which is not included under
  the terms of the Addendum.
  LESS Other Insurance Adjustment  -$ 3,357.02
  An adjustment made to the vehicle value, as evidenced by
  the primary insurance carrier, which is not included under
  the terms of the Addendum.
  Total GAP Waiver $ 5,584.05
  The benefit calculation according to the terms of the
  Addendum.   
  As stated above, a waiver benefit was authorized for $5,584.05.  We advised the Finance Company to waive the
  authorized amount, and acknowledgment was received on July 11, 2023. Therefore, we have completed our
  administrative duties, and the Finance Company has fulfilled its responsibility under the Addendum. Any
  remaining account balance 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,
  ******** **** ******** ****
  Legal Compliance
  Consumer Relations
  Email: ********.****@appiadm.com

• Initial Complaint

  07/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had gap on my car with APPI I paid by bill on time and my car was toal loss and my insure company paid thier half but this company resfuse to pay the other half

  Business response

  07/26/2023

  July 26, 2023
  Better Business Bureau
  ATTN: ****** *****  
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: BBB Complaint ID: 20314327
  Claim No.:    2301-1902
      
  Dear ****** *****:
  Advanced Protection Products International, Inc.  (“We”, “Our” or “APPI”) is in receipt of the complaint made by
  ****** ********** (the “Customer”), regarding a benefit request made under a Guaranteed Asset Protection
  (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from VA Cars Inc. (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 Flagship Credit Acceptance (the “Finance Company”) as a successor in interest. The Addendum is
  not an insurance nor 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 relating to the waiver benefit request, we find that the
  request was denied because complete documentation was not received within 90 daysfrom the date of insurance
  settlement.  According to our records, the insurance carrier’s settlement was issued on December 19, 2022.  Per
  the terms of the Addendum, the customer had 90 days from that date until March 19, 2023, to complete the
  document submission process.  Please see SECTION 5 – BENEFIT REQUEST PROCEDURE, Item 3 of the Addendum,
  restated in part as follows:
  You must provide the following documentation to the Administrator within 90 days of the date of
  the Primary Insurance Carrier’s settlement. If there is no Primary Insurance Carrier coverage in
  place on the Date of Loss, then all documentation must be submitted within 90 days of the Date
  of Loss. All documentation must be complete, legible, and submitted within the time frame
  described herein. Your failure to submit the required documentation within the required the time
  frame may result in denial of the benefit request.
  APPI’s records do not indicate that a Carrier Evaluation Report, used by the primary insurer to assist in vehicle
  valuation, was received prior to the March 19, 2023, deadline. As such, the benefit request was denied for
  documentation not received within 90 days of the insurance settlement date. However, APPI does appreciate the
  Customer’s attempts to provide all documents in a timely manner, and to provide a resolution to the Customer,
  we will waive the document submission deadline requirement and authorize a waiver benefit of $10,104.38.   
  This amount was calculated in accordance with the terms of the Addendum, and a complete breakdown of the
  waiver benefit is as follows:
  Payoff Balance as of Date of Loss $ 24,116.68
  The expected balance on the date of loss had all payments
  been made in full and in a timely manner pursuant to the
  terms of the finance agreement.
  LESS Service Contract  -$ 2,034.80
  Funds recovered by the Customer from the cancellation of
  a Service Contract.
  Outstanding Balance $ 22,081.88 The Outstanding Balance as defined by the Addendum.
  LESS Primary Insurance Carrier
  Settlement -$ 11,977.50
  The primary insurance carrier settlement, which
  represents the Actual Cash Value, as defined by the
  Addendum.
  Total GAP Waiver $ 10,104.38
  The benefit calculation pursuant to the terms of the
  Addendum.   
  As stated above, a waiver benefit is authorized in the amount of $10,104.38.  We will advise the Finance Company
  to waive this amount.    Any account balance remaining after the waiver benefit is applied will remain the
  responsibility of the Customer, 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 reach out to me directly.
  Sincerely,
  ******** **** 
  ******** ****
  Legal Compliance
  Consumer Relations
  Email: ********.****@appiadm.com

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