ComplaintsforAdvanced Protection Products International, Inc.

• Initial Complaint

  06/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Have a vehicle that was a total loss. The Gap Insurance Company did not pay the remaining balance of the loan left it to me to pay. They didn’t honor their contract. Terrible Company

  Business response

  06/15/2023

  June 15, 2023
  Better Business Bureau
  ATTN: ****** *****  
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: BBB Complaint ID: 20179360
  Claim No.:    2212-4987     
  Dear ****** *****:
  Advanced Protection Products International, Inc.  (“We”, “Our” or “APPI”) is in receipt of the complaint made by
  ******* ******* (the “Customer”) dated June 13, 2023, regarding a benefit request made under their Guaranteed
  Asset Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Autopark of Dallas
  (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 Penfed Credit Union (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 a
  waiver benefit was authorized, calculated pursuant to the terms and conditions of the Addendum, in the amount
  of $5,163.87.  On or about May 24, 2023, we advised the Finance Company to waive the authorized amount, and
  they acknowledged the authorization on or about May 30, 2023.
  Per the terms of the Addendum, in the event of a Total Loss, the Finance Company agrees to waive the difference
  between the Outstanding Balance and the Actual Cash Value.  Please see SECTION 2 – GAP AGREEMENT, restated
  as follows:
  The Buyer and the Seller named on Page 1 hereby agree to amend the provisions of the Finance
  Agreement as follows: if the Vehicle is deemed a Total Loss, then the Seller/Finance Company
  agrees to waive the difference between: (a) the Outstanding Balance of the Finance Agreement
  on the Date of Loss; and (b) the Actual Cash Value on the Date of Loss. In addition, the
  Seller/Finance Company will waive up to one thousand dollars($1,000.00) towardsto the Primary
  Insurance’s carrier’s deductible.
  The definitions of Outstanding Balance and Actual Cash Value are explicitly stated on the Addendum.  Please see
  SECTION 1 – DEFINITIONS of the Addendum, the relevant portions of which are restated as follows:
  Actual Cash Value means the value of the Vehicle on the Date of Loss as established by the
  Primary Insurance carrier. In the absence of Primary Insurance, Actual Cash Value shall mean retail
  value as determined using the current edition of the NADA Official Used Car Guide. In the absence
  of Primary Insurance, the terms of this Addendum willremain the same. Adjustments will be made
  for prior unrepaired damage, mileage, usage, condition, applicable taxes or fees, and documented
  Vehicle options and accessories purchased at the time the Finance Agreement was executed. If it
  is determined that Your Primary Insurance carrier did not pay a fair Actual Cash Value and We
  provide You with evidence obtained in Our research, You may be required to contact Your Primary
  Insurance carrier and request a higher payment.
  Outstanding Balance means 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 financed 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, Deferred Payments, late charges, 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, the Outstanding Balance shall be reduced by any costs
  incurred in obtaining the appraisal or value of the Vehicle. The Outstanding Balance, at the Date
  of Loss, shall be determined by the Finance Agreement original payment schedule. 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
  financed directly related to Your purchase of the Vehicle).
  To calculate the waiver benefit, we started with the principal balance from the date of last payment, on November
  21, 2022, in the amount of $54,886.65, and added $252.21 for 28 days of interest.  From that number, we subtract
  the refund recovered from the cancellation of a service contract in the amount of $2,619.35.  The payoff balance
  less the cancellation refunds equal the Outstanding Balance, pursuant to the terms of the addendum.  Then, we
  deduct the primary insurance carrier settlement and a condition adjustment to find the total gap waiver.   A
  complete breakdown of the waiver benefit is as follows:
  Payoff Balance as of Date of Loss $ 55,138.86
  The principal balance on the date of last payment, plus
  $252.21 for 28 days of interest.
  LESS Service Contract  -$ 2,619.35
  Funds recovered by the Customer from the cancellation of
  a Service Contract
  Outstanding Balance $ 52,519.51 The Outstanding Balance as defined by the Addendum
  LESS Primary Insurance Carrier
  Settlement -$ 46,981.64
  The Actual Cash Value as defined by the Addendum, the
  value of the vehicle based on the JD Power retail value
  guide on the date of loss.
  LESS Condition Adjustment  -$ 374.00
  An adjustment made to the vehicle value as evidenced by
  the primary insurance carrier, and is not included under
  the terms of the Addendum
  Total GAP Waiver $ 5,163.87
  The benefit calculation pursuant to the terms of the
  Addendum.   
  As stated above, a waiver benefit is authorized in the amount of $5,163.87.  The Finance Company was advised to
  waive the authorized benefit amount, which was confirmed by the Finance Company on or about May 30, 2023.  
  Any account balance remaining continues to be 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.

• Initial Complaint

  06/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 5/30/2022 my 2017 Kia Soul was in an accident and it took several months (November 2022) for the insurance company to total the vehicle. After payment by insurance was made, I filed a GAP claim and it still has not been paid. There has been no follow up from the company on this even though I have done everything asked of me. I have called multiple times and reassured by every person I talked to that it would be taken care of and it still hasn't been paid. My credit has been affected.

  Business response

  06/14/2023

  June 14, 2023
  State of Washington Office of Insurance Commissioner
  ATTN: ****** *****
  PO Box 40255
  Olympia, WA 98504-0255
  Cc: Better Business Bureau
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: Complainant: ******** ******
  OIC Case No.: 1703332
  APPI Claim No.: 2301-2041
  BBB Complaint: 20155219
  Sent via Email: **************       
  Dear ****** *****:
  Advanced Protection Products International, Inc.  (“We”, “Our” or “APPI”) is in receipt of the complaint made by
  ******** ****** (the “Customer”) dated May 19, 2023, regarding a benefit request made under a 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 Verity Credit Union as a successor in interest. The Addendum is not an insurance nor a
  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
  Customer did not submit the required documents necessary to complete the waiver benefit request within the
  allotted ninety (90) day time period as is required by the Addendum terms and conditions.  However, after further
  review it would appear that this was the result of extenuating personal circumstances and as such We will make
  an exception and will process the waiver benefit. The initial consideration in doing so is that the loan-to-value
  limitation (LTV) per the Addendum is 150%. In this case the LTV was slightly over this at 156.2%, which for the
  purposes of the waiver benefit calculations reduces the date of loss balance from $16,348.70 to $15,702.93. With
  this in mind the Outstanding Balance is calculated as follows:
  OUTSTANDING BALANCE CALCULATION
  Payoff Balance as of Date of Loss $15,702.93
  Determined balance as if all payments had been made
  in accordance with the terms of the finance
  agreement, and without additional charges or interest
  added to the loan, with the LTV adjusted to 150%
  Outstanding Balance $15,702.93 The Outstanding Balance as defined by the
  Addendum.
  The GAP Amount calculation is as follows:
  Outstanding Balance $15,702.93 The Outstanding Balance as defined by the
  Addendum
  LESS Primary Insurance Carrier
  Settlement $14,112.14
  The Primary Insurance Carrier settlement, which
  represents the Actual Cash Value as defined by the
  Addendum.
  Total GAP Amount $1,590.79
  The authorized waiver benefit pursuant to the terms
  and conditions of the Addendum.  A negative value
  represents that there is no GAP Amount pursuant to
  the terms of the addendum.
  As stated above, APPI has determined that the approved waiver benefit amount is $1,590.79 and will instruct
  Verity Credit Union to waive this amount. Any balance remaining beyond the aforementioned will be the
  Customer’s responsibility.  
  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,

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A vehicle Gap claim has been filed Claim Number: VIN Number: Borrower: ****-**** ***************** ****** ****** ****, I am following up on this claim since my mom ****** ****** co-signed a vehicle for my sister, after car was totaled claim was submitted when settlement was cleared, Gap keeps asking for more documents every time, although they knew 90 days has expired, they kept asking me for more documentation when I called I talked to ******** G now 5/31/2023 at 4:00PM AZ Time And she said claim was denied again, I called in April and no one there stated this, they kept asking me for more documentation to be sent, we even had to go to police station to request Police report again, The assigned Adjuster for this request is: Brian Talley ###-###-####, there is no response from this gentleman or no one ever followed up to request additional documents.

  Business response

  06/21/2023

  June 21, 2023
  Better Business Bureau
  ATTN: ****** *****  
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: BBB Complaint ID: 20127774
  Claim No.:    ****-1912     
  Dear ****** *****:
  Advanced Protection Products International, Inc.  (“We”, “Our” or “APPI”) is in receipt of the complaint made by
  ****** ********, regarding a benefit request made under a Guaranteed Asset Protection (“GAP”) Addendum
  (hereinafter “Addendum”), which was purchased by ****** ****** **** (the “Customer”) from Chapman
  Dodge Chrysler Jeep Ram Yuma (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 Chrysler Capital (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
  waiver benefit request was denied, because complete documentation was not received within 90 days from the
  date of insurance settlement.  According to our records, the insurance carrier’s settlement was issued December
  29, 2022.  The customer, per the terms of the Addendum, had 90 days from that date, until March 29, 2023, to
  complete document 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.
  Prior to the March 29, 2023, deadline, two documents were submitted in an incomplete manner, namely an APPI
  Reporting Form and the police report.  These documents were not received in a completed state until April 13,
  2023, and May 16, 2023, respectively. As such, the benefit request was denied for documentation not received
  within 90 days from the date of insurance settlement.   
  However, while APPI maintains that the denial was proper per the terms of the Addendum, in order to provide a
  resolution to this issue, APPI will waive the document submission deadline requirement and authorize a waiver
  benefit in the amount of $1,408.43.  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 $ 22,211.17
  The principal balance on the date of last payment, plus
  $139.46 for 13 days of interest.
  LESS Service Contract  -$ 1,439.73
  Funds recovered by the Customer from the cancellation of
  a Service Contract
  Outstanding Balance $ 20,771.44 The Outstanding Balance as defined by the Addendum
  LESS Primary Insurance Carrier
  Settlement -$ 19,012.36
  The Actual Cash Value as defined by the Addendum, the
  value of the vehicle based on the JD Power retail value
  guide on the date of loss.
  LESS Condition Adjustment  -$ 350.65
  An adjustment made to the vehicle value as evidenced by
  the primary insurance carrier, and is not included under
  the terms of the Addendum
  Total GAP Waiver $ 1,408.43
  The benefit calculation pursuant to the terms of the
  Addendum.   
  As stated above, a waiver benefit is authorized in the amount of $1,408.43.  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,
  ******** **** 

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  APPI denied a Gap coverage claim based on facts that were not provided to me, the consumer, at the time of purchase or at any point thereafter. Neither the dealership nor APPI has ever given me or sent me proof of coverage showing all of the details regarding the Gap plan I purchased. Therefore, I had no idea what was or wasn't covered in the plan and was under the assumption that if my vehicle insurance company, American Family Insurance, approved coverage of an accident then a Gap plan would approve the coverage under the same accident.

  Business response

  05/26/2023

  May 26, 2023
  Better Business Bureau
  ATTN: ****** *****  
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: BBB Complaint ID: 20094147
  Claim No.:    2305-900     
  Dear ****** *****:
  Advanced Protection Products International, Inc.  (“We”, “Our” or “APPI”) is in receipt of the complaint made by
  ***** ********* (the “Customer”) dated May 24, 2023,regarding a benefitrequest made undertheir Guaranteed
  Asset Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Kingdom Car Center,
  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 Citizens Community Credit Union 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 confirm that
  the request was denied due to negligence.   A denial for negligence in this case is proper due to the driving
  conditions which caused Total Loss of the vehicle.    The terms of the Addendum explicitly exclude Total loss
  resulting from negligence.  Please see SECTION 4 – EXCLUSIONS, Item 2, of the Customer’s Addendum, restated
  as follows:
  This GAP Addendum does not apply to:
  2. Total Loss resulting from DWI/DUI or any intentional act, forgery or any criminal or illegal,
  intentional, willful, reckless, negligent or wanton act committed by You or any authorized driver;
  In this case, APPI states that the Customer knew or should have known of the exclusions set forth in the terms of
  the Addendum.    The Customer affirmed, by their signature on the GAP Addendum, that they agreed to the
  conditions of the Addendum.  Page 1 of the Addendum explicitly states that waiver of any GAP Amount is subject
  to the terms, conditions, eligibility, limitations, and exclusions described in the Addendum.  For the Customer’s
  benefit, a complete copy of the Addendum is attached. Because of the exclusion restated above, no waiver of the
  GAP Amount is due or available to the Customer.  Any balance remaining pursuant to the Finance Agreement
  remains the Customer’s responsibility.
  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: *************************

  Customer response

  05/30/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20094147
  

  I may have signed the Addendum but it still boils down to the fact that there was never any "contract" explanations of inclusions and exclusions.  At the time of the purchase all I received was the addendum and nothing from Kingdom Car or APPI regarding the actual contract.  Therefore, how am I supposed to know what was excluded? That is poor company follow thru and very misleading to purchase a product thinking our contract would come in the mail. I request a complete refund of the Gap Protection that we paid in the amount of $595.00 for purchasing a product that was misleading and no information provided to the consumer.
  
  Regards,
  
  ***** *********

  Business response

  06/01/2023

  June 1, 2023
  Better Business Bureau  
  ATTN: ****** *****  
  1169 Dublin Road
  Columbus, OH 43215-1005
  Re: BBB Complaint ID: 20094147
  Claim No.:    2305-900     
  Dear ****** *****:
  Advanced Protection Products International, Inc.  (“We”, “Our” or “APPI”) is in receipt of the reply made by James
  ********* (the “Customer”) to our complaint response.  The complaint regards a benefit request made under the
  Customer’s Guaranteed Asset Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased
  from Kingdom Car Center, LLC (the “Seller”).
  It appears that there is confusion surrounding the terms used during the waiver benefit request process.  Please
  be advised that any references to a “contract” or an “Addendum” are referring to one in the same document,
  which we refer to as an “Addendum” in our initial response and below.  The Customer has stated that they have
  a copy of the Addendum.  Therefore, there should be no ambiguity regarding the explicit terms and conditions
  which caused the denial of negligence.
  That said, and while not stating any fault or inaccuracy in our waiver benefit determination, APPI will honor the
  Customer’s request for a full refund of the purchase price of the Addendum of $595.00.  The cancellation refund
  will be applied to the Customer’s balance due pursuant to the Finance Agreement.  Any balance due after the
  refund is applied remains the responsibility of the Customer.
  I thank you for the opportunity to explain APPI’s position in this matter, and we consider the Customer’s complaint
  to be fully addressed.  If there are any questions, the Customer may reach out to me directly.
  Sincerely,
  ******** ****  ******** ****
  Legal Compliance
  Consumer Relations
  Email: *************************

• Initial Complaint

  05/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I filed a claim for my gap benefits, my car was totaled in a car accident on 11/11/2023. The car was totaled by Geico insurance company. APPI sent a denial letter stating I had submitted documents too late. I appealed it and proved to them I had submitted my documents in a timely matter and that their system did not process them in time. So they sent another denial letter stating that the cars damage was not considered totaled. But the car was considered totaled by Geico Insurance company adjuster who actually went to inspect car. APPI adjuster never called me to inspect cars damage or total value in which you would need the mileage for.

  Business response

  05/19/2023

  May 19, 2023 ****** *****   1169 Dublin Road Columbus, OH 43215-1005 Re: BBB Complaint ID: 20030620 Claim No.:    2301-5459      Dear ****** *****: Advanced Protection Products International, Inc.  (“We”, “Our” or “APPI”) is in receipt of the complaint made by ****** ******** (the “Customer”) dated May 8, 2023, regarding a benefit request made under their Guaranteed Asset Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Car Factory Outlet (Hollywood) (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 Santander Consumer USA 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 confirm that there is no GAP Amount pursuant to the terms of the Addendum, and no waiver benefit is due to the Customer.   According to our file, the file was initially denied because documents were not provided within a specified timeframe.  In this case, the Customer advised that there was no insurance in place on the Date of Loss.  Please refer to SECTION 9 – BENEFIT REQUEST PROCEDURE, Item 3, partially restated as follows: 3. You must provide the following documentation to the Administrator within ninety (90) days of the Primary Insurance carrier’s settlement. If there is no Primary Insurance coverage in place on the Date of Loss, then all documentation must be submitted within ninety (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.    As stated above, the file was initially denied for documents not being received within 90 days of the date of loss.   However, that denial was reversed on appeal, because it was a matter of confusion regarding a certain document.   We allowed the correct document to be submitted and the claim was reviewed for a Total Loss.  Because there was no insurance in place, APPI calculated Total Loss with respect to the definition found in the Addendum.  Please see SECTION 4 – DEFINITIONS, the Total Loss definition, restated as follows: ? Total Loss means that the Vehicle is deemed a Total Loss by a Primary Insurance carrier due to an insured peril.  In the event that Total Loss does not involve a settlement payment by a Primary Insurance carrier, the Vehicle shall be considered a Total Loss if (a) it has been involved in a collision or sustains major damage whereby the cost to repair the Vehicle exceeds ninety percent (90%) of the Actual Cash Value on the Date of Loss; or (b) if the Vehicle has been stolen and has not been recovered within thirty (30) days from the date of the original police report evidencing theft of the Vehicle.    To determine the Total Loss value, APPI compares the repair estimate provided by the Customer to the Actual Cash Value.   APPI has no reason to appraise the vehicle because of the way the vehicle value is determined.   Therefore, we had no need to make arrangements for an inspection before our benefit decisions were issued.   Instead, the Addendum states the method to determine the Actual Cash Value on the Date of Loss when there is no insurance in place.  Please see SECTION 4 – DEFINITIONS, the Actual Cash Value definition, restated as follows: ? Actual Cash Value means the value of the Vehicle on the Date of Loss as established by the Primary Insurance carrier.  In the absence of Primary Insurance, Actual Cash Value shall mean shall mean retail value as determined using the current edition of the N.A.D.A. Guide. In the absence of Primary Insurance, the terms of this Addendum will remain the same.  Adjustments will be made for prior unrepaired damage, mileage, usage, condition, applicable taxes or fees, and documented Vehicle options and accessories purchased at the time the Finance Agreement was executed.  If it is determined that Your Primary Insurance carrier did not pay a fair Actual Cash Value and we provide You with evidence obtained in our research, You may be required to contact Your Primary Insurance carrier and request a higher payment. In this case, the cost to repair was below 90% of the car’s determined value on the Date of Loss using the JD Power Retail Value Guide (please note that N.A.D.A. merged with and into JD Power).  As such, the waiver benefit was denied, because the Vehicle did not meet the definition of a Total Loss.  However, the Customer again appealed the decision, and provided State Statutes stating that a Total Loss should be determined by a repair cost of 80% or more of the vehicle value.  While APPI was not aware of the Statute at the time of its denial, APPI defers to the Statutes when determining a waiver benefit.  Therefore, because the cost to repair the vehicle was above 80% of the determined value, the denial was reversed, and a potential waiver benefit was calculated. As stated above, the Addendum waives the difference between the Outstanding Balance and the Actual Cash Value on the Date of Loss.    The definition of Actual Cash Value is restated above.    Please see SECTION 4 – DEFINITIONS for other relevant definitions, which are restated as follows: ? Date of Loss means the date on which the damage or theft occurred. ? Delinquent Payment means any amount as required by the original terms of the Finance Agreement that, as of the Date of Loss, has remained unpaid after the due date. ? Outstanding Balance means 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, the Outstanding Balance shall be reduced by any costs incurred in obtaining the appraisal or value 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). We determined the Payoff Balance on the Date of Loss to be $22,423.48.  This value was based on the Finance Agreement’s original payment schedule, had all payments been made on time and in full.  From this amount, we also deducted the purchase price of a service contract.  Please note that the Outstanding Balance is reduced by proceeds that can be recovered from the cancellation of items such as a service contract that is financed with the vehicle on the date of purchase.  In this case, we have not received proof of an actual cancellation refund dollar value, or proof that the service contract is non-cancellable.  If the Customer is able to provide this proof, APPI will be able to adjust its calculation for a potential waiver benefit.    Finally, we subtract the Actual Cash Value of $22,350.00.  A complete breakdown of the waiver benefit calculation is as follows: Payoff Balance as of Date of Loss $ 22,423.48 Determined balance as if all payments had been made in full and in a timely manner pursuant to the terms of the Finance Agreement. LESS Service Contract  -$ 2,055.00 The purchase price of a Service Contract.  If the customer can provide proof of the actual cancellation refunds, or proof that it is non-cancellable, then APPI will adjust this value in the waiver benefit calculation Outstanding Balance $ 20,368.48 The Outstanding Balance as defined by the Addendum LESS Primary Insurance Carrier Settlement -$ 22,350.00 The Actual Cash Value as defined by the Addendum, the value of the vehicle based on the JD Power retail value guide on the date of loss. Total GAP Waiver -$ 1,981.52 The benefit calculation pursuant to the terms of the Addendum.  Please note that a negative value that there is no waiver benefit available or due to the customer. As stated above, there is no waiver benefit available or due to the Customer.  If the Customer is able to provide proof of the actual cancellation refunds, or proof that the contract is non-cancellable, APPI will review this file again for a potential waiver benefit. In the complaint, the customer references a GEICO appraisal of the vehicle.  However, the customer has previously advised that no insurance was in place on the Date of Loss.  APPI relied on the customer’s statement that no insurance was in place to calculate a potential waiver.  However, if GEICO did in fact issue a settlement, APPI did not receive it.   As stated above, whether or not insurance was in place on the Date of Loss does impact the calculation APPI uses to determine a waiver benefit.  If an insurance settlement check, settlement breakdown, and evaluation report were provided to APPI by the customer related to the Total Loss, APPI will happily re-review the file for a potential waiver benefit. As it stands, the Customer is responsible for any remaining balance due 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,

  Customer response

  05/22/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20030620
  
  I am rejecting this response because: The last denial letter I received from APPI quoted the vehicle at 24,350. I did not receive any correspondence from the company after the second denial letter was sent out. While I did not have insurance at the time the person at fault did and there was a settlement of 10,000 for collision damage sent to the finance company.
  
  Regards,
  
  ****** ********

  Customer response

  06/15/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20030620
  
  I am rejecting this response because: 
  The beginning loan balance was 43,418.88. Payments begin 4/20/2021 at 603.04 til 11/11/2022 totaling 11,457.76 the balance of the loan is 31,937.88.
  Regards,
  
  ****** ********

  Business response

  06/15/2023

  June 15, 2023
  ****** *****  
  1169 Dublin Road  
  Columbus, OH 43215-1005
  Re: BBB Complaint ID: 20030620
  Claim No.:    2301-5459     
  Dear ****** *****:
  Advanced Protection Products International, Inc.  (“We”, “Us”, “Our” or “APPI”) isin receipt of the reply by ******
  ******** (the “Customer”) to our second response, regarding a benefit request made under their Guaranteed
  Asset Protection (“GAP”) Addendum (hereinafter “Addendum”), which was purchased from Car Factory Outlet
  (Hollywood) (the “Seller”).
  The Customer states that the beginning loan balance was $43,418.88.  However, that number is incorrect.  The
  total amount financed was $26,651.43, as evidenced by the Installment Sales Contract provided by the Customer.  
  $43,418.88 is the total of principal plus interest that the customer would have paid over the life of the loan if the
  loan had matured.  Regardless, the amount that matters to the waiver benefit request is the payoff balance on
  the date of loss, which is calculated as previously advised, pursuant to the terms of the Addendum, at $22,423.48
  had all payments been made in full and in a timely manner.   
  I thank you for the opportunity to explain APPI’s position in this matter and we consider the Customer’s complaint
  fully addressed.  If there are any questions, the Customer may reach out to me directly.

• Initial Complaint

  04/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company has failed to finalized a claim for a totaled vehicle that was initiated in 1/2023 and it is going on 4 months. As of 4/20/2023 has failured to provide paperwork, updates, return emails and calls. We are paying $1700 each month between keeping the loan current to not affect credit and lyfts/ubers to get to and from work. In addition, this companies' lack of response is holding up an approved auto loan. Messages and emails were also escalated to the supervisor multiple times who also failed to respond. The customer service experience is disappointing and unacceptable.

• Initial Complaint

  12/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I need them to pay the balance of the car to Ally Finance. And whatever is left over to pay to me. 16972.68 was paid  by Kemper Insurance to Ally Finance. And they have not paid it and giving me the run around. Kemper Ins has paid their part to the finance company and APPI wont pay.

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