ComplaintsforNational Automotive Experts/ NAE/NWAN ( A Portfolio Company)

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a used truck with an extended warranty paid to have warranty transfered Warranty was 10 yr or 100,000 miles Truck was totalled out at 75000 miles previous owner only owned it for a year , I owned it less then a year , Company refuses to give me a partial refund says since it was transfered it can't b3 cancelled,does not state that in service contract

  Customer response

  07/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  RECEIVED VIA TEXT BY BBB STAFF MEMBER:

  
  No my issue hasn't been resolved both car warranty and Ford watermark keep telling me they will contact me in 24 hours but then say it's going to take another 24 hours and it's been almost 3 months and still no refund.  I have sent the all the information they need, was sent an email yesterday that ford watermark in Marion , IL is responsible for giving me my refund of $1388.24 still haven't heard back from them.

  

  Business response

  07/23/2024

  Please see out second response attached. 

  We received the above Extreme Supreme Unlimited Wrap policy on 6/15/2021, with a purchase date of
  06/05/2021 from Watermark Ford Hyundai of Marion. This agreement was transferred from ******* ******* ** ***** ******* on 3/26/2023. Watermark Ford Hyundai of Marion cancelled the contract on
  7/13/2024, and Portfolio sent them the premium check for the refund on 7/17/2024. We notified *** ******* twice by email that she would receive her refund directly from the dealership. We advise that
  she reach out to the dealership to obtain the status of her refund.

  
  Rebecca S******
  Director of Contract Administration 

  Customer response

  07/25/2024

  [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:
  
  RECEIVED VIA TEXT BY BBB STAFF MEMBER:

  Watermark ford refunded my money this morning
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 19th 2023 I had an issue with my Freightliner RV A/C. I paid over 9,000 dollars for a service contract with ********* **********. I live in rural Georgia and service facilities are few. I took it to ************ ******** and asked them to take care of a recall and also contact ********* to obtain approval for the A/C problem. Freightliner advised me they will not work with 3rd part service contracts or warranties. I then called portfolio direct and explained my situation and that I needed prior approval. Portfolio told me that in this case, she would send me a one time exception email and told me to follow all the instructions in the email and not to start a new email thread. Following the verbal instructions of the claims department, I did exactly what I was instructed to do. The email was sent by ********* on July 19th prior to any repair.. In following the instructions laid out in the email, I have the repair done on a A/C valve which is specifically listed in the contract as a covered item. The repair was done the 20th as outlined in the invoice. I submitted all documentation as required and waited until mid August when I called to get update. I was told that I didn’t get prior approval therefore it was not covered. I explained what transpired and waited a couple weeks. I called again and they told me it was not covered because of customer A/C maintenance. I explained that there is not maintenance required on A/C by owner. I waited a couple of weeks and was told that the part was not covered. When I read the policy showing the valve was a covered item, I was told by the claims department that they could notunderstand why this case was not paid and closed. Supervisor **** L with ******** customer service resubmitted and agreed that this was a clear cut covered item. I then followed the instructions on the contract and sent all documents and evidence to ******** ****** ******* *********. Their response was they have no authority. Claim #********

  Customer response

  06/28/2024

  [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 have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The BBB was able to put me in contact with the right person to resolve this issue. Thank you ****** ***** for your ability to see the issue that others could not and take the steps to make it right..This was a very frustrating process that taught me many things about service contracts. It was nice to speak with someone with good customer service skills.
  
  Regards,
  
  ******* ******
  
  
  

  

  Business response

  07/18/2024

  June 18, 2024

  
  RE: ******* ******
  BBB Complaint ID # ********

  
  This response pertains to BBB Complaint ID# ******** regarding the account of ******* ******. Our
  records indicate that a Portfolio Protection Plan B Exclusionary service agreement was purchased from
  Richardson RV on 11/04/2020. The service agreement is set to expire on 11/04/2027.

  
  We're interested in reassessing your claim. To proceed with a re-evaluation, we require the invoice
  issued to *** ****** at the time of checkout. *** ****** can send the invoice directly to me at
  **********************, and upon receipt, I'll promptly address the matter. Should *** ****** have
  any additional inquiries or wish to discuss further, please don't hesitate to reach out to me.
  We regret any confusion or inconvenience this may have caused.

  
  Sincerely,
  ****** *****
  Mechanical Claims Supervisor

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car been down since 3/11/24 been waiting on portfolio since 3/26 for adjuster and approval they didn’t send no one until a week later and now I have to wait another 10- 14 business days just for a part after the approval when this should’ve been done last week which means I’m going to be out of more money and well over a month without my vehicle because they fail to send an adjuster out in a timely manner

  

  Business response

  05/02/2024

  
  This letter is in response to BBB Complaint ID# ******** for account holder ********* and ***** ******.
  Our records indicate the purchase of a Portfolio Protection Plan E: Exclusionary service agreement, from
  ***** ******* ******** on 10/28/2023. The service agreement expires on 10/28/2026 or at 150,000
  miles, whichever comes first.

  
  We sincerely apologize for the time taken to process this claim. The claim is currently marked approved,
  and the repair facility has been notified of the approval. Per the account holder’s contract, they are
  eligible for rental reimbursement of $50 per day, for a maximum of 5 days, plus 2-days parts delay, if
  needed, not to exceed $350 per occurrence. If the account holders would like to discuss this matter
  further, please give me a call. We apologize if there was any misunderstanding.
  

• Initial Complaint

  03/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a warranty that was issued with a new car and the guidelines are not followed in a timely manner. This is my first claim with the warranty and Hoover Jeep Moncks Corner has tried multiple times to complete the claim without follow-through from the warranty company. I have not had my car for 30 days and cannot be reimbursed for the rental. The warranty company reported that approval is needed first before a reimbursement which it has been open since 01/19/2024. I have received a copy of the repairs that were sent to the warranty company from the dealership.

  

  Business response

  04/08/2024

  This letter is in response to BBB Complaint ID# ******** for account holder ***** *****t. Our records
  indicated the purchase of a Portfolio Protection Plan B: Exclusionary service agreement, from
  *********** ***** on 11/21/2020. The service agreement expires on 11/21/2027 or at 75,000 miles,
  whichever comes first.

  We sincerely apologize for the time taken to process this claim. The claim is currently marked approved,
  and the repair facility has been notified of the approval. Please email ************************ with
  your rental receipt to seek reimbursement for rental. If you would like to discuss this matter further,
  please give me a call at the below phone number. We apologize if there was any misunderstanding.

  Sincerely,
  ****** *****
  Mechanical Claims Supervisor

  Customer response

  04/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Currently on portal for the claim it is still stating "in processing". Additionally, I will need to continue with the rental until car is fixed and returned. I will need the complete reimbursement of the rental, in which I will provide the receipt for the rental when it is returned to resolve the issue.]

   

  
  Regards,
  
  ***** ******
  

  

  Business response

  04/12/2024

  This letter is in response to BBB Complaint ID# ******** for account holder ***** ******. Our records
  indicated the purchase of a Portfolio Protection Plan B: Exclusionary service agreement, from
  *********** ***** on 11/21/2020. The service agreement expires on 11/21/2027 or at 75,000 miles,
  whichever comes first.

  We sincerely apologize for the time taken to process this claim. The claim is currently marked approved,
  and the repair facility has been notified of the approval. Per the account holder’s contract: “Substitute
  Transportation Reimbursement: In the event of a breakdown of a covered component, You may be
  eligible for substitute transportation reimbursement. Such expense shall be limited to actual per day
  cost up to $35.00 per day, a 5-day maximum, not to exceed $175.00 per occurrence. To qualify for
  reimbursement, the covered Vehicle must be inoperable and undergoing repair. The substitute Vehicle
  must be rented from the Selling Dealer, the repair facility, or from a licensed rental agency.

  Reimbursement for substitute transportation shall not continue beyond the day on which repairs are
  completed, you are notified of completion and your Vehicle is operable. Valid rental agency receipts will
  be required for reimbursement.” Please email payments@portfolioco.com with your rental receipt to
  seek reimbursement for rental. If you would like to discuss this matter further, please give me a call at
  the below phone number. We apologize if there was any misunderstanding.

  Sincerely,
  ****** *****
  Mechanical Claims Supervisor
  

  
  

  Customer response

  04/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [The end date of the rental is the day I received the car after serviced. The reason for the rental extension was due to lack of communication with Hoover Chrysler Dodge Jeep Ram. The service department had to contact me to reach out to the claim department to find out the delay in the process throughout the claim. Matthew Hanus tried multiple times speaking to different people to have approval in the appropriate time. He had to receive assistance from **** ***** (Service Manager) to have appropriate correspondence about the car claim process. Due to the delay of communication from claims caused the rental cost to increase. ]
  
  Regards,
  
  ***** ******
  
  
  
  
   

• Initial Complaint

  02/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is denying a reimbursement on the premise that I didn't get prior authorization, however when I called them before getting the work done they said I had authorization to get the work done. I took my car to the dealership for diagnosis on 11/17/23 and they said the torque converter needed to be replaced and the cost would be approximately $3200. I called the warranty company to find out what they need to cover the work while I was at the dealership. My claim was denied, "Reimbursement claim has been denied by the underwrites due to repairs being done without approval." I took my car to a Chevrolet dealership, paid for the diagnosis (attached), the dealership didn't want to deal with the warranty since it wasn't sold by them so I called the warranty claims department. They confirmed the maintenance was covered, stated the call was all I needed to do to get prior authorization, and I'm all set to have the work completed. I asked how it works to get reimbursed since the dealership didn't want to work with the warranty. They asked if I could go to the dealership that had issued the warranty and I let them know the dealership was in Mississippi and I was currently in Maine with the vehicle. They said if I pay out of pocket I just needed to submit the invoice, proof of payment, and reason for needing repairs to the email they provided and put the last 8 of the vin in the subject line. I asked if I need to take any additional steps to get prior authorization and they confirmed that I don't need to take any additional action. I went back into the dealership, made an appointment, the work was done the week of 1/22/24. As soon as I picked up the car and paid for the repairs, I submitted everything to the email address as instructed on the previous call. Now I'm being told they can't do anything because I didn't obtain prior authorization.

  

  Business response

  03/06/2024

  Please see attached.

  

  Business response

  04/17/2024

  March 6, 2024

  
  Re: BBB Complaint ID# ********
  Portfolio Agreement ***********

  
  This letter is in response to BBB Complaint ID# ******** for account holder **** ******** Our
  records indicated the ********* - Powertrain service agreement, from Star Chevrolet in Wiggins, MS on
  3/10/218. The service agreement expires on 3/10/2038.

  
  Per Section of WHAT TO DO IF REPAIRS ARE NEEDED:

  
  4. Obtain Authorization from the Administrator by calling the Claims Department at 1-866-460-1308:
  Prior to any repair being made, instruct the service manager at the Repair Facility to contact the
  Administrator to obtain an authorization for the claim. Any claim for repairs without prior authorization
  will not be covered. Except as provided under Emergency Repairs (#8 below). The amount authorized by
  the Administrator is the maximum amount that will be paid for repairs covered under the terms of this
  Limited Warranty. Any additional amount must receive prior approval.

  
  I apologize if there was any misunderstanding. This claim was thoroughly reviewed and remains denied.
  If the account would like to speak to me directly, they can contact me at ************ **
  rmoran@portfolioco.com.

  
  Portfolio
  Sincerely,
  
  Robert Moran
  VSC Supervisor
  ***** ********

• Initial Complaint

  01/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In 2023 I bought a ********* ******* from ****. I got a warranty that was provided by NWAN of power train coverage. Within 9 months my car was already broken down and the engine went bad. I had done 3 oil changes in a year and NWAN wanted proof of that. I quickly provided proof by my mechanic and it wasn’t enough each time. They did a run around on why they would pay for a new engine for about a month. Eventually I also provided them with bank statements as well. I had been paying them for this warranty and wanted them to honor the agreement. An employee named collin told ford “ we are going to also get rid of his warranty” after I sent clear proof my bank statements. I had to call them my selves and raise hell to get what I needed. Im happy they the employee bill actually helped me out. I wait a few more weeks for an engine to find out that they tried to spray paint the new engine blocks crack and proceed to give me another crap engine. I’ve made 2 to 3 car payments with no car and now might have to wait another month or so for an engine with no time of when this could be done.

  

  Business response

  03/13/2024

  January 31, 2024
  Customer: ***** ****** *****
  Portfolio Agreement #: *************
  This letter is in response to your Better Business Bureau Complaint # ********
  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand
  it can be disappointing when coverage is not extended to meet your satisfaction. Benefits are as listed on the
  contract, and claims are reviewed in accordance with the contract. A warranty claim was started with our
  supplier and another engine has been shipped. The estimated delivery date is 2/6/2024. Unfortunately, we are
  unable to expedite the arrival of the replacement engine any sooner.
  Regards,
  ***** ****
  Mechanical Claims Supervisor

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was defrauded into paying for this extended service contract. Now I have tried to use the warranty and this company has refused to honor the contract. The first time I took my truck in to get repaired I was told this warranty company wanted the mechanic to honor lifetime labor causing the refusal to complete the repair. I took my truck to the crooks at demotrond Mazda where I bought the truck and told them to fix it under my warranty. They claimed the repairs would not be done because it was an aftermarket part. The parts were on the truck when I bought it from demotrond and secondly, the parts are not aftermarket because they were installed originally by ****** Motor Company, therefore making it an original part. I want them to repair the sidesteps as required under my contract.

  

  Business response

  01/15/2024

  Please see attached.

  

  Business response

  02/14/2024

  January 15, 2024

  
  Customer: **** ***** ****
  Portfolio Agreement #: ************

  
  This letter is in response to your Better Business Bureau Complaint # *********

  
  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We
  understand it can be disappointing when coverage is not extended to meet your satisfaction. Benefits
  are as listed on the contract, and claims are reviewed in accordance with the contract. Unfortunately,
  we are unable to cover your missing Antenna and After Market Running Boards because your Extreme
  Supreme Unlimited Service Contract specifically excludes these items. Under the “What Your Service
  Contract Does Not Cover” Section you will find that “the failure or loosening of any nuts, fasteners or
  bolts” and “NON-Factory installed and NON-OEM systems” are not covered. We are unable to change
  the terms of the contract and cannot make any exceptions to reimburse you for your claim or reinstate
  the contract.

  
  Regards,

  
  ***** ****
  Mechanical Claims Supervisor

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a travel trailer (***** ******* ******* **** **) from ***** ******** ** *GARV) in Hammond, Louisiana in June of 2021. A major deciding factor was a “forever warranty” that came with the purchase of the travel trailer. Requirements for the warranty include an annual service inspection. I brought my travel trailer into GARV in Hammond in April of 2022 for my first annual inspection. The inspection was completed (but I learned recently that GARV failed to send the required documentation to the Warranty Provider (NWAN) even after I followed up). In May of 2023, I brought my travel trailer to GARV in Hammond for the second annual Inspection. The inspection was completed and the documentation was sent to NWAN. Subsequently, I received an email from NWAN telling me the paperwork for my 2021 inspection was not on file; I contacted GARV and they advised me that they have a record of the inspection for April of 2022 but it appeared they did not send it to NWAN as they told me via text. They further advised me that they would seek to work out the details with NWAN to get the Forever Warranty restored. Shortly after that, in June of 2023 I was notified by GARV that my Forever Warranty had been rescinded by NWAN despite their efforts to get it reinstated. I was told that this was NWAN’s final position.

  

  Business response

  07/31/2023

  June 23, 2023
  BBB Complaint ID#: ********
  Customer: ****** * *****
  Contract #* ************
  This letter is in response to complaint number *********
  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand
  it can be disappointing when coverage is not extended to meet your satisfaction. The Warranty Forever Service
  Contract was provided to you by your selling dealership at No Charge.
  Benefits are as listed on the contract, and eligibility is reviewed in accordance with the contract. Your contract
  outlines the following Maintenance Requirements:
  IMPORTANT NOTICE TO THE CUSTOMER
  YOU must have the annual maintenance performed on your UNIT as outlined in the General Provisions section of this SERVICE
  CONTRACT in order for this SERVICE CONTRACT to remain valid. YOU are required to deliver a coupon from YOUR SERVICE
  CONTRACT booklet provided to YOU at the time the UNIT was purchased, accompanied by the receipt and work order for the
  maintenance performed to the ADMINISTRATOR to remain eligible for coverage. Maintenance receipts must be delivered to the
  ADMINISTRATOR within 30 days of the anniversary date of the AGREEMENT DATE each year. Failure to do so will void this
  SERVICE CONTRACT.
  We unfortunately did not receive the 2022 invoice therefore the contract is no longer active. We send
  confirmation emails upon receipt of all invoices and/or records.
  Based on our review of the information that has been supplied, our position in this matter has not changed.
  However, should any additional information become available that may alter this position, we would welcome
  its submission for our review.
  Should you have any additional questions, please contact us at 800-810-8458 or email any additional
  information to preauthorization@portfolioco.com.
  Thanks,
  ****** ******
  Maintenance Pre-Notification Manager

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a ***** ** in August 2019 that came with lifetime warranty as long as annual maintenance inspection was done and proof submitted to NWAN. I faithfully did this. In each case I submitted paperwork.as required but in 2021 I had mailed my info and somehow they only noted the coupon not the work sheet so they cancelled, then reinstated the warranty. I sent all of the 202 warranty documents at the same time I resent 2021 forms (one day later) and now in February 2023 I was again told they didn’t receive my scanned documents even though I was able to provide them with a picture of the documents from DocUScan that included the date that it was scanned and exported to email, and that date coincides with the dates that they received other documents. Now they refuse to reinstate my warranty. When a customer can prove they did the work and scanned the inspections and filled out the forms and they reject it there’s a problem. As a customer I have no control over how they handle my documents. They never informed me in an any manner that they did not have my necessary paperwork and did not give me any opportunity to rectify the situation. How am I to know they didn’t log it? This appears to be a scam. I can’t be the only person this is happening to. They maintain that just because I scanned the Inspection and exported it to email doesn’t mean I emailed it to them. Perhaps emailed to a friend for some interesting reading instead of to the warranty company? Scam.

  

  Business response

  03/07/2023

  Please see our attached response. 

  

  Business response

  04/19/2023

  March 7, 2023

  
  BBB Complaint ID#: ********
  Customer: ***** *** *******
  Contract #* ************

  This letter is in response to complaint number ********.

  
  We appreciate your feedback and apologize for the circumstances that prompted your reaction. We understand
  it can be disappointing when coverage is not extended to meet your satisfaction. The Warranty Forever Service
  Contract was provided to you by your selling dealership at No Charge.

  
  Benefits are as listed on the contract, and eligibility is reviewed in accordance with the contract. Your contract
  outlines the following Maintenance Requirements:

  
  IMPORTANT NOTICE TO THE CUSTOMER

  
  YOU must have the annual maintenance performed on your UNIT as outlined in the General Provisions section of this SERVICE
  CONTRACT in order for this SERVICE CONTRACT to remain valid. YOU are required to deliver a coupon from YOUR SERVICE
  CONTRACT booklet provided to YOU at the time the UNIT was purchased, accompanied by the receipt and work order for the
  maintenance performed to the ADMINISTRATOR to remain eligible for coverage. Maintenance receipts must be delivered to the
  ADMINISTRATOR within 30 days of the anniversary date of the AGREEMENT DATE each year. Failure to do so will void this
  SERVICE CONTRACT.

  
  We unfortunately did not receive the 2022 invoice therefor the contract is no longer active. We send
  confirmation emails upon receipt of all invoices and/or records.

  
  Based on our review of the information that has been supplied, our position in this matter has not changed.
  However, should any additional information become available that may alter this position, we would welcome
  its submission for our review.

  
  Should you have any additional questions, please contact us at 800-810-8458 or email any additional
  information to preauthorization@portfolioco.com.

  
  Thanks,

  
  ****** ******
  Maintenance Pre-Notification Manager

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I simply purchased my vehicle in 2015. My 2008 ******** 300 came with a warranty called "Warranty Forever." A warranty that last as long as you own the vehicle. On December 16, 2022, my vehicle shuts down while I'm driving. I got my car towed to the dealership where I purchased it that same day. The repair facility determined that my car needed a new engine, which is covered in my warranty. The repair facility filed the claim on December 20, 2022. My claim was denied several days later. I was informed by NWAN or warranty forever that my claim was denied due to gaps in my service. My entire service record from the repair facility was submitted to the warranty company along with my entire carfax report. I've followed every maintenance requirements and serviced my vehicle throughout the life of my ownership. I've never missed an oil change. They've taken money from me for this warranty but in return deny my claim for repair.

  

  Business response

  01/10/2023

  Please see our attached response. 

  

  Business response

  01/11/2023

  Hi ******, the Warranty Forever contract was offered to you at no charge by the selling dealership. A copy of the contract which includes the coverage terms and conditions were provided as well. Attached is a blank copy of the contract for your reference. Please call us should have any additional questions. 

  Customer response

  01/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  
  

  The Business states that there was no cost to me. However, the Business was still paid during or after the purchase of my vehicle. The Business was paid for the deal, in which the business gladly accepted. As I informed the business prior to my initial complaint with the BBB, I have never seen a copy of this contract. Not during the time of the sale in 2015 or any time after that, until late December 2022 when the Business denied my first and only claim in 7 years. My warranty have been active up until I filed a claim for repair. I was never informed of any details of this contract. The selling dealership dosen't have a signed copy of this Warranty. I was only informed by the selling dealership that I had a warranty and your covered as long as you own the vehicle. I've followed all my maintenance requirements and serviced my vehicle when it was necessary. I'm glad the dealership had the majority of my service records available. I can only imagine if the dealership didn't have no service records due to a glitch in their system! 

  
  

   I will accept a full repair to my vehicle paid directly to the selling dealership or funds sent directly to me to fix my vehicle elsewhere.
  
  Regards,
  
  ****** ******
  
  
  
  
   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩