Complaint Review: National Vehicle Protection Services TRUSTED Business | National Vehicle Protection Services Verified Safe™ …businesses consumers can trust. National Vehicle Protection Services Inc. was founded in June of 2007 specializes in vehicle protection plans and auto protection policies. NVPS is also proud to become a Certified Gold Member of the Vehicle Protection Association (VPA). - Maryland Heights Missouri

Ripoff Report Verified™ REVIEW

EDitor's UPDATE: Positive rating and recognition has been given to National Vehicle Protection Services for its full commitment to quality customer service.

Ripoff Report's discussions with National Vehicle Protection Services have uncovered an ongoing dedication by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any concerns. National Vehicle Protection Services listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.

National Vehicle Protection Services' co-owner, Mark Govero, has informed us the company's philosophy is ‘Customer satisfaction is the key to a successful business. By always putting customers first, NVPS has stayed in business for over 10 years and is a leading service contract provider in North America. Working with 16 different administrators allows us to customize coverage based on the customer's specific needs. We are able to ensure customer satisfaction by offering a plethora of plans that will fit within their budget. We take pride in the fact that not only are our customers happy, but so are our employees.

One of the things Ripoff Report learned in the course of its review is that typical customer feedback reads, “National Vehicle Protection Services has impressed us with their prompt responses to any an issue that have been brought forth. The Quality Assurance Team has shown exceptional responsiveness and professionalism. They take customer satisfaction very seriously and it's clear that their priority is to quickly resolve any customer dissatisfaction.



Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..



The information provided in this report below is based on comments made by Mark Govero & Bryan Ponder during an onsite inspection held by a third-party verification company with no biases towards National Vehicle Protection Services.

National Vehicle Protection Services is a vehicle service contract company. They act as a broker for sixteen of the top-rated administrators in the United States of America.

Leads for National Vehicle Protection Services are primarily obtained through outbound phone campaigns and proactive communication to renew contracts. Bryan Ponder stated the following about the sales and services process for National Vehicle Protection Services, "If they decide to purchase a contract we would then within 7 to 10 business days receive the contract from the administrator. So since again we are the broker all we handle is the sale and the cancellation of the contract. Everything in between is handled by the actual administrator. So they will receive the contract lets say within a couple weeks of purchasing the policy and we always encourage everyone to go through the contract and let us know if they have any questions."



CUSTOMER CARE & COMPLAINT RESOLUTION – NATIONAL VEHICLE PROTECTION SERVICES

Mr. Ponder was asked to describe a situation where a client was not satisfied with the level of service they received. He stated the following, "there are often times that while we do everything we can on the front end to explain to the customer what is covered. Unfortunately, not everyone reads their contract and they don’t understand what the difference is between a covered component and a non-covered component. So I would chalk most of that up to contract confusion. They think a part should be covered that isn’t. Other than the claims issue I guess I can’t think of any else. I know that some customers get upset that they have to mail in a letter of cancellation. We have to have one on file that we are no longer responsible for that vehicle. And in the contract, it states this as well. Sometimes people don’t like to have to mail in their letter of cancellation. I mean we do let them fax it or email it if they can but the contract states mail. We are lenient on it as long as we get the letter we are okay."

When asked to comment on complaints posted on Ripoff Report's website Mark Govero stated the following, "we get complaints sometimes from consumers we don’t speak with. And just so you know we are the brokers and we sell to other people and companies. They are our customers though. And whenever a claim does not get paid or something like that so they are more likely to file a complaint without ever telling us but we kind of had it where anytime a consumer wanted to tell us anything we want them to call us. We want them to contact us so that we can try to rectify it because even though we are not the ones paying the claim they are still our customer. We want to make sure that every consumer is taken care of the way they need to be." In order to assure future and current clients, National Vehicle Protection Services is a certified member of the Vehicle Protection Association.

In order to ensure that clients are receiving the best experience possible National Vehicle Protection Services is dedicated to providing clear expectations and communication with their clients. Mr. Govero stated the following, "a lot of things have changed with us over the years. So back in 2012 and before...we opened in 2007. Our core focus I would say 6 or 7 years has been primarily just upon dealerships. We work with dealerships doing their remarketing for them. Before what we were doing is we were doing mail out pieces from a list we bought and mailed them out. And now we speak with consumers of actual dealerships who are our clients. Everything is 1000% customer service."

National Vehicle Protection Services is proud to be a part of Ripoff Reports Corporate Advocacy Business Remediation and Customer Satisfaction Program. Mr. Govero stated the following, "It means everything absolutely everything...we had a lot of years of not exactly putting the complaints on top priority or any issues in top priority. And it is extremely regretful. We did consider changing our name completely just because starting fresh. I mean absolutely every single thing...it is very important that we do not lose any big clients or dealerships look us up and see that our consumers will be treated this way. These kinds of programs mean a whole lot. And they are also good for leads. If we can get consumers calling in from these types of leads as well, of course, it’s a win-win." Mr. Ponder additionally stated, "we also want to be able to earn or gain new clients. And with these complaints that are out there, we don’t want the complaints out there. When we are trying to do business with someone they are going to look us up. Our company mission our company focus is customer experience. We have learned over the years that is what is most important."



NATIONAL VEHICLE PROTECTION SERVICES - STATEMENT FROM THE GENERAL MANAGER – BRYAN PONDER

" We are one of the top service contract providers in North America. Our company is 100% dedicated to customer satisfaction. We provide ongoing training to ensure that all employees have the most current knowledge of the industry. This guarantees the customer has the best possible customer experience and feels confident in the service. Please take a moment to look at our website and learn more about our company."

National Vehicle Protection Services's team feels 100% comfortable in their capability to accommodate any customer and their needs. After thorough training, they have all of the knowledge necessary to educate the customer and provide a smooth and seamless interaction. National Vehicle Protection Services takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this, ""NVPS is the best job I've ever had! This is the most fun, friendly and energetic environment I've ever worked in. For the first time ever, I look forward to coming to work everyday. The best part of this company is the gratitude the owners and management show us daily. It's made very clear that the most important things here is the customer experience and happiness of the employees."

Ripoff Report was pleased to learn that National Vehicle Protection Service's past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction.



STATED IMPROVEMENTS FROM NATIONAL VEHICLE PROTECTION SERVICES

National Vehicle Protection Services recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report's review, National Vehicle Protection Services has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.

In summary, after our review, which included discussions with Mark Govero, Ripoff Report is convinced that National Vehicle Protection Services is committed to quality delivery of services resulting in total client satisfaction.



How does a business get Ripoff Report Verified™

The member business allows Ripoff report to email everyone from the past. Those who respond to Ripoff report with a valid complaint must be take care of. They have made a commitment that if anyone contacts Ripoff Report in the future, they will make things right within 14 days. The member business must err on the side of their customers. Otherwise the member business is off the program.

Ripoff Report has determined that National Vehicle Protection Services meets Ripoff Report Verified™ standards which include a commitment to make a good faith effort to resolve any consumer complaints. Members of the Corporate Advocacy Business Remediation and Customer Satisfaction program do pay a fee for our on-site review, 24-hour monitoring and for support with customers to resolve any disagreements.

Ripoff Report sends a 3rd party service to do an onsite inspection of the new member business. The on-site inspection / review does not mean that the products or services offered by the business have been evaluated or endorsed by Ripoff Report and has not made a determination as to the business' product quality or competency in performing services. We can verify, that Ripoff Report went to the business, verified their business or “work from home business”, there for, if a customer in the future does not get treated correctly, Ripoff Report can get the problem resolved. If not, and the customers is right, the member business will be taken off the Corporate Advocacy Program. Remember, Ripoff Report emailed every customer from the past that filed a complaint to make sure the member business made things right with customers from the past. Again, to err on the side of their customer, those from the past and those in the future.

Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.

Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. This program works.

As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint, so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses, so we can insure that the member business did right by their customer.

NOW TO THE ORIGINAL REPORT THAT WAS FILED

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