Nova Warranty

First, I would like to say that NOVA seemed like a great fit for me. Although it is very expensive, it seemed to check all the boxes. The salesperson was nice and reeled me in. From that point forward, NOVA has been a nightmare. Like most people, a warranty is there for a sense of security and comfort, knowing you have protection. Who wants their vehicle in the shop and the inconvenience that comes with it? This is my second claim with NOVA, and man, it has been awful. I first took my Maserati to a Euro shop; the first words out of their mouths were, "Good luck with extended warranties; they are a scam." I actually said, “No.” NOVA seemed to be legit and cover lots of items. Boy, was I wrong. I needed a window regulator and wheel bearings. They only wanted to cover one bearing because they said the "other" was only a recommended item, and just because a mechanic says it's recommended doesn’t mean it needs to be replaced. I stated that I feel the opposite; he is a MASTER mechanic, and I feel they are trying to protect me from another failure in 2 weeks. NOVA responded that they just wanted to get paid, not help me be protected. Apparently, my car had upgraded speakers; I was unaware of this as it was a used vehicle purchase. They installed aftermarket speakers and soundproofing in the door panel and left off 2 screws. I can’t recall the exact words, but NOVA considered that tampering, misuse, and abuse, and said they would also not cover the door regulator either. I had to argue with the claims representative, Tim, over 2 screws. He then accused me of insurance fraud, saying that I knew about this and was trying to pull a fast one. I was outraged!!!! I told him I couldn’t believe he would accuse a customer of insurance fraud and i did not take that comment lightly; I was simply trying to get covered for items listed in the coverage policy. I said, “I am not Superman; I do not have X-ray vision to see if I am missing 2 screws through door panels.” Obviously, those 2 screws were not that important if everything was still intact and worked for several months. I am sure they are there for a reason, but it was just over the top. For my second claim, while driving home from work, I began to hear a noise that was not normal coming from my engine. My car was driving fine; no issues, no warning lights—nothing alarming other than I heard a sound I had never heard before. I was only maybe 15 minutes from home, so when I pulled up to my house, I popped the hood to try to discover where the noise was coming from. The engine was too hot to be around, and it was getting dark, so I decided to wait until morning. The next morning, I went to my car, popped the hood, started the engine, and I could hear this noise. I called the master mechanic and said, “Can you hear that?” I recently replaced the belts in the car, so I thought maybe it was a belt making the noise. Maybe it was the wrong size; I am not a mechanic, but I am just trying to think of what was causing the sound. The master mechanic told me it sounded like my steering fluid was low and instructed me to check the fluid level. WOW! I checked the fluid, and it was right below the low fluid line. He said, “There you go. You need to put in more steering fluid, but it’s likely you have a leak that caused that.” He had a full schedule, and I needed to get this taken care of as soon as possible and called the Maserati dealership for advice and to schedule service. They told me, “Well, you can drive it in if you feel safe. Many customers will drive in vehicles with low fluid, but the steering will be hard.” I said that was okay; I’d rather have it towed. So I arranged for tow service (NOVA warranty claims to reimburse you). After a few days, the Maserati dealership inspected the vehicle. They said, “You have a leak in the steering rack, and the steering pump needs to be replaced. We found some small metal shavings” I said, “Great; it’s listed under NOVA warranty coverage, so at least I’m covered.” WRONG! NOVA labeled the claim as “physical damage.” Pay attention to those words under exclusions. This is what I would call the fine print, where they will use anything to deny coverage in pretty much any claim situation. Again, I spoke to the claims person, Tim. He said, “Yes, I remember from last time.” I said, likewise, as it was not a good conversation to accuse me of insurance fraud. I asked why I was being denied this time; he simply said, “Physical damage.” We do not cover that; we are not going to have this back and forth, “Read your policy,” etc. I said, “But I did not intentionally, willingly, or knowingly cause this physical damage.” I considered this a failure that caused additional damage, which led to the steering rack “cracking.” This was actually the first time I heard the term “crack.” The Maserati dealership never mentioned the word “crack” to me; they told me it was a leak. So after again arguing back and forth with Tim, I asked, “What do you cover then?” Because an item may have to go through a series of events or occurrences that can cause it to be physically damaged. I am not driving a luxury vehicle in the mountains, over boulders, on a racetrack, hitting curbs or flying off speed bumps. If I had physically damaged my steering rack, pump, etc., there would be clear abuse that you could visibly see. I was simply driving home from work. He kept going to the simple terms of “physical damage” and “abuse.” I told Tim, I love my car. I gave it an oil change last time just because; I purchased new brakes, rotors, and brake pads just because I wanted peace of mind. I am not here to spend my money and then abuse my car. I love my car and take excellent care of it. I’m not a mechanic, but I said theoretically, I feel this was caused by a seal failure, which led to the fluid leaking out, which then caused the steering rack to stiffen because there is little to no fluid, and then it possibly could have cracked due to stress of no fluid. I said, “But this was not intentional or abusive or caused by my physically damaging it on purpose.” I said the seals are covered by NOVA. YES. Therefore, the process started from a faulty seal that caused other issues. To me, that should be covered under warranty. Had the seal not failed, the fluid would not have leaked, and then the steering rack would not have cracked. That makes more sense than saying I physically abused my car. Again, the answer is NO; it’s physical abuse. Again, I am steaming at this point—not to mention my overall repair cost, including two other smaller items, is around $9,500 at this point! I paid roughly $6,500 for the warranty that I honestly hoped I would never have to use, but simply for a sense of protection. Well, NOVA has let me down two times now. I feel this warranty is a scam and that they will do everything in their power to protect themselves from having to pay a claim. I should have known better; it is just like every other insurance out there. They act like they are there for YOU; they act like they want you to be protected and feel secure and peaceful. But in reality, they don’t. They want to take our money, hope you never call to file a claim, and if you do, their “blanket verbiage” in the contract will ALWAYS be there to protect them, NOT YOU.

Our cars factory warranty was expiring, so I researched many different extended automobile warrantee companies and am very glad that I discovered Nova. I worked extensively with the very patient Mr. John B. who not only answered all my questions, he alleviated any fears that I had, and also convinced me that I am being provided the best possible coverage at the best price. I was in the customer service and satisfaction business for many years and I know top notch customer service and satisfaction when I see it. Mr. B. is absolutely the best I have dealt with in those categories ! Thank you John, and Nova, for the great experience and peace of mind that we will have going down the road !

haven't even had a chance to use there services, I had the shop call the nova and tell them about the repairs i needed a motor mount and a head light. the rep at nova told the service advisor that they don't cover headlights and since the motor mounts witch is a covered item is under the same claim the whole claim is denied. this is an answer of a company that only takes money and doesn't give it. i already have notified the Attorney General office and the department of insurance and they are working on taking this company down seems like they already have many complaints with other customers of there's. FYI i asked for a refund about 2 weeks ago and still haven't gotten anything.

It covered my needs and Jason H was very helpful, informative and answered all our questions about our options for the various coverage plans. He gave us all the applicable discounts, explained the payments, and when it becomes active.

John B. was the greatest. I Looked at 4 other companies yours offers d the best deal and where the others kept contacting me with a pressured sales pitch John gave me the information that I wanted and Let me make my decision without feeling forced into it. If I klnow of anyone that is looking for an auto warranty I will definitely give them John's number. Thank you.

Nick was very helpful and a joy to deal with

Nick was very informative and knowledgeable and made for a smooth transaction.

THE SERVICE AND SPEED WAS WELL BEYOND NORMAL IT WAS DOWN RIGHT EXCELLENT ! JOHN AND EMILY WERE DID A WONDERFUL JOB PROCESSING MY CLAIM. THE PROCESS WAS EASY AND FAST. I PERSONELLY THANK THEM FOR THERE EFFORTS. THE CAR I HAD THE REPAIR DONE TO WAS A BENTLEY. THE BENTLEY THE BENTLEY DEALER , SERVICE MANAGER ALSO COMMENT TO ME HOW EASY AND WELL AND SPEEDY THE PROCESS WAS HANDLED. I MUST SAY I AM GLAD I CHOOSE NOVA WARRATY. I HAD MANY CHOICES I DID MY RESEARCH AND MADE THE RIGHT CHOICE. THANK YOU JOHN AND EMILY 5 BIG STARS FOR YOU GUYS! JOSEPH CHICZEWSKI HAPPY NOVA CUSTOMER.

Lucas M. is detailed, professional and competitive with other warranty companies. He seemed honest and I think provided me a comprehensive plan to protect my Land Rover. Thank you Nova!

I would like to thank Mr. Miller for his attention to detail explaining my new vehicle warranty. He was knowledgeable and professional and extremely nice threw this whole process. He broke down different options as far as payment which made me make up my mind towards getting my vehicle warranty.

Just bought my extended warranty from John B. at Nova, he was very professional and pleasant. I was given the coverage and cost hassle free ( no pressure.) Thank you Nova and John B. for giving me peace of mind knowing that my vehicle is covered.

Mr. John B. has been professional in all interactions over the last several phone calls. He is a great listener and provides answers that are clear and specific to the issue at hand. Mr. B. worked very hard for me and got me a plan that works for me with regards to coverage and pricing. Simply put, Mr. B. is an Asset to the Nova organization.

Lucas gave me the information I asked for and did not pressure me. When I had a death in the family he also gave me a few weeks to deal with it, as I asked and did not pester me with repeated followups. He met or exceeded all of my expectations.

Jason H. handle all of questions and address all of my concerns regarding the coverage and price of my home owner policy. Thank you for taking the time to get me the best possible policy to matchup my needs.

Jason H deserves a 5 star for the service he provided. Jason fully explained and provided different warranty coverage for each car and 2 cars cost. Based on the cost option, I decided to get coverage for 2 vehicles

I had a policy with them almost about a year ago, they denied my claim. it was a bad experience but i learned my lesson

Lucas was very helpful. He worked very hard to help us get the Insurance we needed at the price we can afford. He is a great asset to your company.

Lucas M was honest, transparent and trustworthy. He answered all my questions in a forthright manner and knew his business.

Lucas was Amazing from start to finish, I had to get off the line a few times. It he was there and finished the contract. Very thorough and went above and beyond.

Nova Warranty is an excellent company. They paid out my claim very promptly. Paid it in full as well along with paying for my rental car and towing. Thank you for your incredible service!

Nova did an excellent job getting my claim paid out. My Aston Martin had a check engine light the other day, Turns out it was a drive axle malfunction which Nova covered in a very fast manner. Thank you very much!

Good deal, knowledgeable, good coverage and price.