I PAID 2034.00 DOLLARS FOR THE WARRANTY CAR WAS TOTALED THE NEXT MONTH INSURANCE SENT IN THE TOTAL LOSS AND THEY NEVER REFUNDED MY MONEY ... THESE PEOPLE ARE SCAMMERS AND LIARS...
This warranty is the worst ever. Basically we are out $1,800 - which is what we paid for 5 -star coverage. DO NOT PURCHASE. My son purchased a used car that needed some work and they covered almost nothing. Maybe 5-10% of the work needed if even that. Dealership said they should all be covered expenses. What a terrible waste of money. If you need a warranty you'll be doing yourself a favor to look elsewhere.
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
As per the owner's request, we have supplied him with a copy of his extended service contract via his emailHe stated that he now understands how we arrived at the claim amount that was paid on his behalf
I am emailing you in regards to Complaint # [redacted] , [redacted] .NVP Warranty did not pay Ms [redacted] 's claim due to following reasons1) According to the consumer the vehicle had an issue before she bought the vehicleShe stated to our claims rep and myself the that she experienced an issue on the test driveWhen she addressed the sales team in regards to the issue, someone from the Sales Team stated "don't worry about the warranty will take care of it"We are not a warranty company, we provide service contracts on pre-owned vehiclesThe sales team may have been referring to a warranty offered from the dealershipThis lead to a miscommunication between Ms [redacted] and the Dealership.2) Due to the issue taking place prior to the sale of vehicle, this is called a pre-existing conditionAs stated on our contract, we do not cover pre-existing conditionsPart VII2, "Any condition that existed to part(s) or component(s) that were not functioning properly at the time that the covered vehicle was delivered to the Purchaser" are not covered3) Personally, I spoke to MR [redacted] ***, the Service Manager at the DealershipWe discussed at length the above facts and we came to the agreement that NVP Warranty should not cover the claim, but that the Dealership is responsible for taking care of Ms [redacted] .In Closing, the above reasons are why NVP Warranty did not cover Ms' [redacted] 's claimWe spoke to Ms [redacted] today in regards to her complaintShe stated that a Manager by the name of "***" promised to contact NVP Warranty to take care of her vehicle/claimThis is what lead to the customer being upset with usWe are seeing a miscommunication between the Service Department and the Sales Department, therefore we have been named in this complaintWe are actively attempting to assist the customer with this issueI have reached out to Mr [redacted] today and he stated he remembers our conversation several weeks back [redacted] was surprised that the customer was not taken care of yetMs [redacted] I believe that this complaint for NVP Warranty is unfounded due to the fact that the vehicle had an issue on the test drive prior to the sale and the above mentioned factsPlease confirm the receipt of my emailBest Regards, [redacted] NVP Direct, LLC [redacted]
Response to Mr [redacted] letter:The claim for Mr [redacted] was denied as per our printed contract which clearly states as follows (Section VIIExclusions – What is not covered: Reimbursement for any repair or replacement made without prior authorization from the Administrator to the Repair Facility.The issue at hand is that either Mr [redacted] authorized [redacted] Transmission of his own volition or [redacted] Transmission took it upon themselves to remove and disassemble the transmission from Mr [redacted] ’s vehicle without first gaining approval from our AdministratorThis is crucial because there are industry standard testing procedures that are performed to determine the cause and extent of failure within a transmissionThese tests can no longer be performed after removal of the transmission from the vehicle.NVP Warranty did not authorize the removal and subsequent disassembly of the transmission in question, and as such we have no effective means to determine the failed component(s) in the transmissionTherefore – as we can not effectively determine the cause of failure we have no other choice but to deny the claim.If Mr [redacted] did not authorize the transmission shop to remove and fully disassemble his transmission, then his issue should be with the shop in questionMr [redacted] clearly stated in our adjuster’s conversations with him that he did authorize the diagnostics and authorized the removal of the transmission from his vehicle because he did not know any betterWe personally contacted [redacted] Transmission shop and spoke with the Manager – [redacted] and the Owner – ***, both of whom emphatically stated that Mr [redacted] authorized the removal and disassembly.In an effort to help Mr [redacted] after his claim was denied – we also contacted the dealer who sold Mr [redacted] his vehicle to inquire as to whether the selling dealer would be willing to assist his clientThe selling dealer declined to participate financially in the repairsThis is what Mr [redacted] referenced in his letter when he stated that NVP Warranty would send a used transmissionWe never stated that we would cover any aspect of the cost of the repair and sending a used transmission was predicated on the selling dealer being willing to help in the repair costs.Our company does all it can to be fair and equitable in it’s underwriting decisionsOur policies are clearly stated on the contract which Mr [redacted] received and there has been no deception on our part at all.Thank you for your assistance in this matter
Vehicle was purchased on 1/18/Customer's Complaint - Vehicle did not have good power and slows down while drivingThe repair shop called in to let us know that the vehicle needs a whole new engineThe claim's adjuster requested a status of the oilThis was accomplished by draining the oil and measuring itThe repair shop found quarts in a quart system and the oil was very blackRepair shop found that the cause of failure was that the engine was used while low on oilClaim at this point was denied based on Section - S of the contractAny Mechanical Breakdown or damage caused by bolts, carbon buiin cylinders, clogged fuel injectors, contaminated fluids, fuel, or lubricants, coolant blockage, corrosion, detonation, failure to maintain proper levels of lubrication, fasteners, fire, fluid leaks, freezing, improper engine adjustments, improper fuel, coolant, fluids, or lubricants, lack of lubrication, lean fuel conditions, lubricate blockage, nuts, overheating, pinging, pre-ignition, residue, rust, seized or damaged parts due to operation without sufficient coolant, fluid, or oil, sludge buildup, warpage, water damage, water intrusion, or water leaks."Mr [redacted] states that he did chedck the engine oil when he purchased the vehicle and it was fullWhen the claim;'s adjuster started to explain why the claim would be denied Mr [redacted] became very upsetIt was at this point that Mr [redacted] started cursing at the claim's adjusterThe claim's adjuster continued to try to go over the claim with Mr [redacted] but after several attempts to calm Mr [redacted] down and stop cursing the claim's adjuster ended the callMr [redacted] called back several times threatening a lawsuit against NVP if they did not approve his claimMr [redacted] called in a few days later, stating the repair shop never told us the vehicle was run low on oilThe claim's adjuster informed Mr [redacted] that if the repair shop did a tear down to confirm the cause of failure, he would be responsible for tear down costWe have pictures from the repair shop showing the blacken oil and the damaged partsThe pictures show damage due to being over heated because of lack of oilThis information came from a Kia Tech and a Kia service managerMr [redacted] requested how to cancel his contractThe claim's adjuster told him that he would have to return to the selling dealer to start the paperwork
So here is the dealWe tried to take care of this months agoWe needed to order the parts and the repair shop refused to use our parts, therefore they refused to fix the vehicle In our system this claim was APPROVED on 4/23/The Customer chose to remove their vehicle from the shop and not have the COVERED Component repaired, then drove it for mos on worn ball joints We were unaware that the repair was NOT done until 10/16/ Since the Customer did not have the repair performed and drove it for mos, we denied the claim 10/23/15, for not protecting the vehicleWe had no control over the Customer removing his vehicle from the repair shop, especially when the repair was APPROVEDThis issue is with the repair shop and Mr [redacted] not completing a repair that was COVERED in 4/2015, not NVPI will include snipits from the systemPlease let me know if you need any more information! [redacted] Operations ManagerNVP Warranty [redacted]
In reference to the complaint filed by [redacted] : Mr [redacted] purchased his vehicle (Cadillac CTS on 9/30/and also purchased a NVP star service agreement with a month / 8,mile termThe vehicle mileage at the time of purchase was 146, On 11/3/Mr [redacted] called our offices to advise that he had felt his transmission slipping and we advised him to take the vehicle to a licensed repair shop of his choice and to authorize diagnostic testingWe then advised Mr [redacted] to have the repair shop send us an estimate for repairs via faxWe advised Mr [redacted] not to have repairs performed until we had provided authorization for repair On 11/5/we received an estimate from [redacted] Transmisson ( [redacted] *** [redacted] ***) for repairs to Mr [redacted] ’s transmissionThe estimate was handwritten, provided no description of the failed components and only listed pricing to perform a complete overhaul of the transmission ($3842.64) Our claims department initiated the claims process and contacted the repair shop to get specific information regarding the nature of the failureWe were told by the repair shop that the transmission needed to be overhauled at a cost of $Our claims adjusted informed the shop that there were specific testing that needed to be performed to determine the nature of the failure – namely fluid line pressure testsThese tests are standard in the industry and can only be performed with the transmission in the vehicleThe repair shop stated that they had already removed the transmission from the car and had totally disassembled the component – without our authorization Our claims department contacted the owner and asked if he had authorized the removal and disassembly of the transmissionThe owner stated that he gave authorization for the transmission shop to perform the diagnostics and the removal / disassembly of the transmission We informed Mr [redacted] that as per the contract EXCLUSIONS – WHAT’S NOT COVERED section, number E: “Any repair without Administrator’s prior authorization”, we could not provide coverage for the repairs We further stated that because the transmission has already been removed from the vehicle and disassembled without our knowledge that required testing could not be performed and as such, we can not determine the failed component(s) in the transmission or even confirm that such a failure has occurred Mr [redacted] then stated that he had only provided authorization to the repair shop to perform the diagnostics, not the removal or disassembly of the transmissionWe contacted the repair facility again, spoke with the owner “***” and also the Manager – “***”Both people reiterated that the owner of the vehicle had given them the authorization for removal of the transmission As the contract that Mr [redacted] purchased only covers certain internal components of the transmission it can not be accurately determined if the failed part is coveredThe decision to deny the claim is based upon the above facts
This business response was received by Revdex.com via email and is a copy/paste by **; please also refer to the attached document.Response to Complaint ID [redacted] On 11/22/ [redacted] purchased a Mercedes-Benz GL from [redacted] for $16,With the vehicle he also purchase a vehicle service contract, from same dealer, for $2,500.In response to the Mr [redacted] issue with moving the vehicleThe contract Mr [redacted] purchase covers up to $per hour for laborAny customer that purchased this contract would be responsible for the difference if the repair shop is charging more than $per hourWe want to make the consumer aware of this because we don't want a customer to have to pay too much out of pocket If the customer wishes to cancel the contract he is able to do so by simply returning to the selling dealer and filling out a cancellation form with themPlease note that both the customer and the selling dealer will have to sign the cancellation formIf there are any questions please feel free to contact me at the number belowJohn E***NVP WarrantyOffice - [redacted] ***
Mr [redacted] and I spoke via the phone regarding his concerns and his prior claimsWe discussed: A prior claim had been denied for non-coverage for oil leaks he was experiencing on his vehicleWe discussed the contract coverages and Mr [redacted] understands that the seals and gaskets needed for the repairs are not covered under the terms of his contract.A prior claim had been denied for duplicated concerns (oil leaks)Subsequent to the oil leak, damage had occurred to Mr [redacted] s belt tensioner and he paid for these repairsThe serpentine belt tensioner is a covered component under Mr [redacted] s contract and we have offered to reimburse him for the cost of this part and labor for installationMr [redacted] is emailing the invoice for reimbursement.I explained to Mr [redacted] that we never denied the last claim he had for the power steering issue he was havingI explained to Mr [redacted] that the repair shop he had taken his vehicle to was not an approved repair facility and we had advised the repair shop of this fact the day we received MrEsmale's claimWe were told by the repair shop that they would refer Mr [redacted] to a different shop to have the repairs performedWe never heard any additional information and so the claim was administratively closed after month of inactivityI have provided to Mr [redacted] a repair facility close to his home and he stated that he will be taking his vehicle to this shop most likely next weekI have provided Mr [redacted] with my direct contact information and he will contact me when his vehicle is at the repair shop so that we may expedite his claimlastly, Mr [redacted] stated that he had misplaced his policy ID card and requested we send anotherI verified his address while he was on the phone with meA new card has been created and put in the outgoing mailMr [redacted] should receive his replacement ID card by the end of this week.Mr [redacted] has agreed to rescind his Revdex.com complaint and we appreciate the opportunity to respond to these types of misunderstandingsOur goal is excellent customer service.Al Z [redacted] Claims Manager NVP Warranty
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Please ask the company to provide me with the policy and I will accept their response Regards, [redacted]
[redacted] ***, I can truly understand your frustrationPlease understand that we have to operate within the boundaries of the contractYour contract is in place to repair or replace listed covered components for failureWe are required to identify a cause of failure before determining if a claim can be approvedUnfortunately, when you moved forward with the authorization to replace the engine, your technician had still not been able to provide an actual cause of failure or why the engine was not working properlyBecause a cause of failure was not identified NVP can not approve the claimThe claims adjuster did offer to help you find parts to assist in reducing the cost of repairs.I understand if you would like to cancel the remaining term of your contract and receive a refundIn order to cancel your contract you would need to return to the selling dealer and fill out a cancellation form with themAt that point we would be able to refund any funds due
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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.] Regards, [redacted] please have them send the parts to me,and I will bring them to the repair shop,my new address is [redacted] thankyou [redacted]
We have been very responsive as to the scope and nature of the complaintIf you will kindly review the prior customer message, he requested that we supply him the parts necessary to repair the vehicleNo mention was made by the complaining party for us to pay labor. After the customer's request we immediately obtained the parts and had them shipped to the owner at his requestWe emailed the owner to supply him the shipment tracking number and heard nothing more from the complaintant for almost month. Without our authorization he had these components replaced at his repair shop and we only learned of this after the repair shop called requesting paymentWe have not received an estimate for the charges from this shop, nor have we authorized the labor charges incurred.At this point we have fulfilled the agreement that the owner requested via the Revdex.com complaint on 11/25/We have supplied the parts to the owner at our expense and our participation in repairs to this vehicle has concluded. Thank you for your time and attention
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
The actual facts of this matter demonstrate that this consumer's complaint here is simply related to a misunderstanding on his part and has nothing to with any error, discrimination or unethical business practices of NVP On the contrary, we pride ourselves in treating every customer fairly
and with the utmost respect - and ultimately anything we do is subject to the four corners of our Vehicle Service Agreements The following is our understanding of the actual facts of this matter: *** *** *** purchased a NVP Original Vehicle Service Contract on 10/07/from a selling dealer named *** *** *** However, the selling dealer did not transmit payment to NVP. Thus, *** *** Service Contract was subject to rejection on the ground that the selling dealer did not submit payment to activate the contract Our contract states in pertinent part "Coverage begins the day this application is received with payment and approved by NVP Direct, LLC."Accordingly, per standard NVP practices and process, NVP sent out a rejection letter to *** *** on 12/14/2016. The dealer made payment for the vehicle service contract on 3/31/2017. *** *** called NVP on 3/29/2017, regarding a potential claim, at that time we supplied him with a copy of the Service Contract and the rejection letter.On 8/14/*** *** called NVP and asked NVP to transfer his contract from what he had to an "NVP Powertrain warranty" because he thought that was what he was purchasing from the dealershipI told him that as the administrators of his Service Contract, NVP - and I on behalf of NVP - can only operate withing the legal confines of the contract He stated at that time that he did not know what service contract he purchased because he never looked at the terms and conditions of the contract before he signed the Service Contract application He stated that he has a brochure of ours that he was using to let him know what is covered on those contracts However, NVP can only accept and administer the contracts that are signed by the customer and sent to us from the selling dealer The powertrain warranty brochure or form that the *** *** was apparently referencing was not the Service Contract that *** *** purchased Our Service Contracts can not be changed or altered once it is signed and acceptedAt that point it is a legally binding documentThus, since the Service Contract that *** *** purchased was not a Powertrain warranty the claim was denied because the parts that failed did not fail due to covered components*** *** wanted to know what we could do to help himI informed him that the adjusters would be happy to help him find part at better pricing but that was all we could doI informed him that I would take his claim to the VP of the company to see if anything could be done for him out of "good-will." The owner, without learning the contract owners name and without any personally identifiable information whatsoever, and without information on the specific vehicle in question, simply directed me that we have to abide by the terms and conditions of the contract - period That there was no good-will gesture required or justified here Thus, I contacted *** *** back and let him know that that there was no "good-will" relief available beyond what the terms of the contract are and that we had to adhere to the Service Contract With *** *** not being satisfied, I explained that he could cancel his contract if he wished*** *** then started to say that he was being discriminated againstWhen asked how he was being discriminated against he could only say that if we had given out good will in the past then he should have it alsoI again informed him that I had to administer the contract he signedthe call ended with music coming on the line and then the line went dead. Ultimately, NVP will administer the contract that was given to us by the selling dealerThat same contract was signed by *** *** *** *** can cancel his vehicle service contract by going to his selling dealer and complete the cancellation form that will need to be signed by both the dealer and *** ***. It is our position that we have acted appropriately and adhered to our strong business ethics in properly administering NVP vehicle service agreements As we do not believe we have done anything wrong in this matter we believe that no further action is required Thus, we respectfully request that you find that there is no merit to the consumer complaint in question and do list a negative reporting of NVP Warranty regarding this matter. Respectfully submitted. John E***NVP WarrantyOffice - *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Mr*** submitted a claim for a repair to his *** AccordThe nature of the repair was to repair a reported engine noise that lasted approximately seconds when the engine was cold, then would go sway.Mr*** purchased a basic extended service contract that covered internally
lubricated engine components for a term of months or 4,miles (whichever came first)The repair estimate submitted by the repair shop was as follows: Hour to diagnose the issue @ $per hourHours to repair the problem @ $per hour$for the parts requiredFor a total of $627.87 We approved Mr***'s claim as per the written contract that Mr*** signedThe contract states that the labor rate paid to repair shops is $per hourThe contract verbage is as follows "Labor charges are based on industry accepted flat rate time to repair or replace a covered component up to $per hour"Mr*** signed a copy of this agreement and should have received a copy of the agreement when he purchased from his selling dealershipAdditionally, the contract states that the policy holder has a $deductible that he is responsible for for covered repairs.The amount that we authorized for this repair is as follows:Hour to diagnose the issue @ $= $Hours to repair the problem @ $= $262.50Parts: $167.87Sub total: $467.87Deductible: $100.00Net claim: $367.87 As you can see, we have approved Mr***'s repairs as stated in his contractMr*** was upset that he had a difference in labor cost to pay as well as his deductible, but these items were present on the contract that he received from his selling dealershipI invited Mr*** to contact his selling dealer to obtain a copy of his contract if he hadn't received one and Mr*** ended our conversation. We pride ourselves on getting our customers back on the road as quickly as possible and we always want our customers to be happy with the service we provideWe are sorry that Mr*** feels that we have not honored our commitment, but as you can see - we have done all we can per the contract to assist Mr*** in getting his vehicle repaired
When it comes proper maintenance of a vehicle the CV boots are very importantThe CV boots hold grease for the CV JointIf that boot is damaged the grease leaks out and causes damage to major parts of the vehicleIt would be like driving with a flat tire or no oil for the engineThat is why the
contracts clearly state that if the CV boots are damaged then the failed part will not be coveredAs for the repair shop saying they have never been able to get a claim covered by NVP, this is the only claim that has ever been submitted to us from themAs for the dealer (Key Autobrokers), this dealer as of today has been terminated from selling NVP vehicle service contractsWe will still honor any contracts that have been funded from the dealer if the customer would like to keep the coverageFor cancellation, because the contract is a legally binding contract that both the dealer and the customer signed, then the cancellation form must be endorsed by both partiesAny funds due for return will be returned to the selling dealer for disbursementThe funds are returned to the selling dealer for disbursement because it was the selling dealer that provided NVP with the fundingThe phone number for NVP is 888-270-and my extension is ***
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
As per the owner's request, we have supplied him with a copy of his extended service contract via his emailHe stated that he now understands how we arrived at the claim amount that was paid on his behalf
I am emailing you in regards to Complaint # [redacted] , [redacted] .NVP Warranty did not pay Ms [redacted] 's claim due to following reasons1) According to the consumer the vehicle had an issue before she bought the vehicleShe stated to our claims rep and myself the that she experienced an issue on the test driveWhen she addressed the sales team in regards to the issue, someone from the Sales Team stated "don't worry about the warranty will take care of it"We are not a warranty company, we provide service contracts on pre-owned vehiclesThe sales team may have been referring to a warranty offered from the dealershipThis lead to a miscommunication between Ms [redacted] and the Dealership.2) Due to the issue taking place prior to the sale of vehicle, this is called a pre-existing conditionAs stated on our contract, we do not cover pre-existing conditionsPart VII2, "Any condition that existed to part(s) or component(s) that were not functioning properly at the time that the covered vehicle was delivered to the Purchaser" are not covered3) Personally, I spoke to MR [redacted] ***, the Service Manager at the DealershipWe discussed at length the above facts and we came to the agreement that NVP Warranty should not cover the claim, but that the Dealership is responsible for taking care of Ms [redacted] .In Closing, the above reasons are why NVP Warranty did not cover Ms' [redacted] 's claimWe spoke to Ms [redacted] today in regards to her complaintShe stated that a Manager by the name of "***" promised to contact NVP Warranty to take care of her vehicle/claimThis is what lead to the customer being upset with usWe are seeing a miscommunication between the Service Department and the Sales Department, therefore we have been named in this complaintWe are actively attempting to assist the customer with this issueI have reached out to Mr [redacted] today and he stated he remembers our conversation several weeks back [redacted] was surprised that the customer was not taken care of yetMs [redacted] I believe that this complaint for NVP Warranty is unfounded due to the fact that the vehicle had an issue on the test drive prior to the sale and the above mentioned factsPlease confirm the receipt of my emailBest Regards, [redacted] NVP Direct, LLC [redacted]
Response to Mr [redacted] letter:The claim for Mr [redacted] was denied as per our printed contract which clearly states as follows (Section VIIExclusions – What is not covered: Reimbursement for any repair or replacement made without prior authorization from the Administrator to the Repair Facility.The issue at hand is that either Mr [redacted] authorized [redacted] Transmission of his own volition or [redacted] Transmission took it upon themselves to remove and disassemble the transmission from Mr [redacted] ’s vehicle without first gaining approval from our AdministratorThis is crucial because there are industry standard testing procedures that are performed to determine the cause and extent of failure within a transmissionThese tests can no longer be performed after removal of the transmission from the vehicle.NVP Warranty did not authorize the removal and subsequent disassembly of the transmission in question, and as such we have no effective means to determine the failed component(s) in the transmissionTherefore – as we can not effectively determine the cause of failure we have no other choice but to deny the claim.If Mr [redacted] did not authorize the transmission shop to remove and fully disassemble his transmission, then his issue should be with the shop in questionMr [redacted] clearly stated in our adjuster’s conversations with him that he did authorize the diagnostics and authorized the removal of the transmission from his vehicle because he did not know any betterWe personally contacted [redacted] Transmission shop and spoke with the Manager – [redacted] and the Owner – ***, both of whom emphatically stated that Mr [redacted] authorized the removal and disassembly.In an effort to help Mr [redacted] after his claim was denied – we also contacted the dealer who sold Mr [redacted] his vehicle to inquire as to whether the selling dealer would be willing to assist his clientThe selling dealer declined to participate financially in the repairsThis is what Mr [redacted] referenced in his letter when he stated that NVP Warranty would send a used transmissionWe never stated that we would cover any aspect of the cost of the repair and sending a used transmission was predicated on the selling dealer being willing to help in the repair costs.Our company does all it can to be fair and equitable in it’s underwriting decisionsOur policies are clearly stated on the contract which Mr [redacted] received and there has been no deception on our part at all.Thank you for your assistance in this matter
Vehicle was purchased on 1/18/Customer's Complaint - Vehicle did not have good power and slows down while drivingThe repair shop called in to let us know that the vehicle needs a whole new engineThe claim's adjuster requested a status of the oilThis was accomplished by draining the oil and measuring itThe repair shop found quarts in a quart system and the oil was very blackRepair shop found that the cause of failure was that the engine was used while low on oilClaim at this point was denied based on Section - S of the contractAny Mechanical Breakdown or damage caused by bolts, carbon buiin cylinders, clogged fuel injectors, contaminated fluids, fuel, or lubricants, coolant blockage, corrosion, detonation, failure to maintain proper levels of lubrication, fasteners, fire, fluid leaks, freezing, improper engine adjustments, improper fuel, coolant, fluids, or lubricants, lack of lubrication, lean fuel conditions, lubricate blockage, nuts, overheating, pinging, pre-ignition, residue, rust, seized or damaged parts due to operation without sufficient coolant, fluid, or oil, sludge buildup, warpage, water damage, water intrusion, or water leaks."Mr [redacted] states that he did chedck the engine oil when he purchased the vehicle and it was fullWhen the claim;'s adjuster started to explain why the claim would be denied Mr [redacted] became very upsetIt was at this point that Mr [redacted] started cursing at the claim's adjusterThe claim's adjuster continued to try to go over the claim with Mr [redacted] but after several attempts to calm Mr [redacted] down and stop cursing the claim's adjuster ended the callMr [redacted] called back several times threatening a lawsuit against NVP if they did not approve his claimMr [redacted] called in a few days later, stating the repair shop never told us the vehicle was run low on oilThe claim's adjuster informed Mr [redacted] that if the repair shop did a tear down to confirm the cause of failure, he would be responsible for tear down costWe have pictures from the repair shop showing the blacken oil and the damaged partsThe pictures show damage due to being over heated because of lack of oilThis information came from a Kia Tech and a Kia service managerMr [redacted] requested how to cancel his contractThe claim's adjuster told him that he would have to return to the selling dealer to start the paperwork
So here is the dealWe tried to take care of this months agoWe needed to order the parts and the repair shop refused to use our parts, therefore they refused to fix the vehicle In our system this claim was APPROVED on 4/23/The Customer chose to remove their vehicle from the shop and not have the COVERED Component repaired, then drove it for mos on worn ball joints We were unaware that the repair was NOT done until 10/16/ Since the Customer did not have the repair performed and drove it for mos, we denied the claim 10/23/15, for not protecting the vehicleWe had no control over the Customer removing his vehicle from the repair shop, especially when the repair was APPROVEDThis issue is with the repair shop and Mr [redacted] not completing a repair that was COVERED in 4/2015, not NVPI will include snipits from the systemPlease let me know if you need any more information! [redacted] Operations ManagerNVP Warranty [redacted]
In reference to the complaint filed by [redacted] : Mr [redacted] purchased his vehicle (Cadillac CTS on 9/30/and also purchased a NVP star service agreement with a month / 8,mile termThe vehicle mileage at the time of purchase was 146, On 11/3/Mr [redacted] called our offices to advise that he had felt his transmission slipping and we advised him to take the vehicle to a licensed repair shop of his choice and to authorize diagnostic testingWe then advised Mr [redacted] to have the repair shop send us an estimate for repairs via faxWe advised Mr [redacted] not to have repairs performed until we had provided authorization for repair On 11/5/we received an estimate from [redacted] Transmisson ( [redacted] *** [redacted] ***) for repairs to Mr [redacted] ’s transmissionThe estimate was handwritten, provided no description of the failed components and only listed pricing to perform a complete overhaul of the transmission ($3842.64) Our claims department initiated the claims process and contacted the repair shop to get specific information regarding the nature of the failureWe were told by the repair shop that the transmission needed to be overhauled at a cost of $Our claims adjusted informed the shop that there were specific testing that needed to be performed to determine the nature of the failure – namely fluid line pressure testsThese tests are standard in the industry and can only be performed with the transmission in the vehicleThe repair shop stated that they had already removed the transmission from the car and had totally disassembled the component – without our authorization Our claims department contacted the owner and asked if he had authorized the removal and disassembly of the transmissionThe owner stated that he gave authorization for the transmission shop to perform the diagnostics and the removal / disassembly of the transmission We informed Mr [redacted] that as per the contract EXCLUSIONS – WHAT’S NOT COVERED section, number E: “Any repair without Administrator’s prior authorization”, we could not provide coverage for the repairs We further stated that because the transmission has already been removed from the vehicle and disassembled without our knowledge that required testing could not be performed and as such, we can not determine the failed component(s) in the transmission or even confirm that such a failure has occurred Mr [redacted] then stated that he had only provided authorization to the repair shop to perform the diagnostics, not the removal or disassembly of the transmissionWe contacted the repair facility again, spoke with the owner “***” and also the Manager – “***”Both people reiterated that the owner of the vehicle had given them the authorization for removal of the transmission As the contract that Mr [redacted] purchased only covers certain internal components of the transmission it can not be accurately determined if the failed part is coveredThe decision to deny the claim is based upon the above facts
This business response was received by Revdex.com via email and is a copy/paste by **; please also refer to the attached document.Response to Complaint ID [redacted] On 11/22/ [redacted] purchased a Mercedes-Benz GL from [redacted] for $16,With the vehicle he also purchase a vehicle service contract, from same dealer, for $2,500.In response to the Mr [redacted] issue with moving the vehicleThe contract Mr [redacted] purchase covers up to $per hour for laborAny customer that purchased this contract would be responsible for the difference if the repair shop is charging more than $per hourWe want to make the consumer aware of this because we don't want a customer to have to pay too much out of pocket If the customer wishes to cancel the contract he is able to do so by simply returning to the selling dealer and filling out a cancellation form with themPlease note that both the customer and the selling dealer will have to sign the cancellation formIf there are any questions please feel free to contact me at the number belowJohn E***NVP WarrantyOffice - [redacted] ***
Mr [redacted] and I spoke via the phone regarding his concerns and his prior claimsWe discussed: A prior claim had been denied for non-coverage for oil leaks he was experiencing on his vehicleWe discussed the contract coverages and Mr [redacted] understands that the seals and gaskets needed for the repairs are not covered under the terms of his contract.A prior claim had been denied for duplicated concerns (oil leaks)Subsequent to the oil leak, damage had occurred to Mr [redacted] s belt tensioner and he paid for these repairsThe serpentine belt tensioner is a covered component under Mr [redacted] s contract and we have offered to reimburse him for the cost of this part and labor for installationMr [redacted] is emailing the invoice for reimbursement.I explained to Mr [redacted] that we never denied the last claim he had for the power steering issue he was havingI explained to Mr [redacted] that the repair shop he had taken his vehicle to was not an approved repair facility and we had advised the repair shop of this fact the day we received MrEsmale's claimWe were told by the repair shop that they would refer Mr [redacted] to a different shop to have the repairs performedWe never heard any additional information and so the claim was administratively closed after month of inactivityI have provided to Mr [redacted] a repair facility close to his home and he stated that he will be taking his vehicle to this shop most likely next weekI have provided Mr [redacted] with my direct contact information and he will contact me when his vehicle is at the repair shop so that we may expedite his claimlastly, Mr [redacted] stated that he had misplaced his policy ID card and requested we send anotherI verified his address while he was on the phone with meA new card has been created and put in the outgoing mailMr [redacted] should receive his replacement ID card by the end of this week.Mr [redacted] has agreed to rescind his Revdex.com complaint and we appreciate the opportunity to respond to these types of misunderstandingsOur goal is excellent customer service.Al Z [redacted] Claims Manager NVP Warranty
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Please ask the company to provide me with the policy and I will accept their response Regards, [redacted]
[redacted] ***, I can truly understand your frustrationPlease understand that we have to operate within the boundaries of the contractYour contract is in place to repair or replace listed covered components for failureWe are required to identify a cause of failure before determining if a claim can be approvedUnfortunately, when you moved forward with the authorization to replace the engine, your technician had still not been able to provide an actual cause of failure or why the engine was not working properlyBecause a cause of failure was not identified NVP can not approve the claimThe claims adjuster did offer to help you find parts to assist in reducing the cost of repairs.I understand if you would like to cancel the remaining term of your contract and receive a refundIn order to cancel your contract you would need to return to the selling dealer and fill out a cancellation form with themAt that point we would be able to refund any funds due
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , 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.] Regards, [redacted] please have them send the parts to me,and I will bring them to the repair shop,my new address is [redacted] thankyou [redacted]
We have been very responsive as to the scope and nature of the complaintIf you will kindly review the prior customer message, he requested that we supply him the parts necessary to repair the vehicleNo mention was made by the complaining party for us to pay labor. After the customer's request we immediately obtained the parts and had them shipped to the owner at his requestWe emailed the owner to supply him the shipment tracking number and heard nothing more from the complaintant for almost month. Without our authorization he had these components replaced at his repair shop and we only learned of this after the repair shop called requesting paymentWe have not received an estimate for the charges from this shop, nor have we authorized the labor charges incurred.At this point we have fulfilled the agreement that the owner requested via the Revdex.com complaint on 11/25/We have supplied the parts to the owner at our expense and our participation in repairs to this vehicle has concluded. Thank you for your time and attention
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
The actual facts of this matter demonstrate that this consumer's complaint here is simply related to a misunderstanding on his part and has nothing to with any error, discrimination or unethical business practices of NVP On the contrary, we pride ourselves in treating every customer fairly
and with the utmost respect - and ultimately anything we do is subject to the four corners of our Vehicle Service Agreements The following is our understanding of the actual facts of this matter: *** *** *** purchased a NVP Original Vehicle Service Contract on 10/07/from a selling dealer named *** *** *** However, the selling dealer did not transmit payment to NVP. Thus, *** *** Service Contract was subject to rejection on the ground that the selling dealer did not submit payment to activate the contract Our contract states in pertinent part "Coverage begins the day this application is received with payment and approved by NVP Direct, LLC."Accordingly, per standard NVP practices and process, NVP sent out a rejection letter to *** *** on 12/14/2016. The dealer made payment for the vehicle service contract on 3/31/2017. *** *** called NVP on 3/29/2017, regarding a potential claim, at that time we supplied him with a copy of the Service Contract and the rejection letter.On 8/14/*** *** called NVP and asked NVP to transfer his contract from what he had to an "NVP Powertrain warranty" because he thought that was what he was purchasing from the dealershipI told him that as the administrators of his Service Contract, NVP - and I on behalf of NVP - can only operate withing the legal confines of the contract He stated at that time that he did not know what service contract he purchased because he never looked at the terms and conditions of the contract before he signed the Service Contract application He stated that he has a brochure of ours that he was using to let him know what is covered on those contracts However, NVP can only accept and administer the contracts that are signed by the customer and sent to us from the selling dealer The powertrain warranty brochure or form that the *** *** was apparently referencing was not the Service Contract that *** *** purchased Our Service Contracts can not be changed or altered once it is signed and acceptedAt that point it is a legally binding documentThus, since the Service Contract that *** *** purchased was not a Powertrain warranty the claim was denied because the parts that failed did not fail due to covered components*** *** wanted to know what we could do to help himI informed him that the adjusters would be happy to help him find part at better pricing but that was all we could doI informed him that I would take his claim to the VP of the company to see if anything could be done for him out of "good-will." The owner, without learning the contract owners name and without any personally identifiable information whatsoever, and without information on the specific vehicle in question, simply directed me that we have to abide by the terms and conditions of the contract - period That there was no good-will gesture required or justified here Thus, I contacted *** *** back and let him know that that there was no "good-will" relief available beyond what the terms of the contract are and that we had to adhere to the Service Contract With *** *** not being satisfied, I explained that he could cancel his contract if he wished*** *** then started to say that he was being discriminated againstWhen asked how he was being discriminated against he could only say that if we had given out good will in the past then he should have it alsoI again informed him that I had to administer the contract he signedthe call ended with music coming on the line and then the line went dead. Ultimately, NVP will administer the contract that was given to us by the selling dealerThat same contract was signed by *** *** *** *** can cancel his vehicle service contract by going to his selling dealer and complete the cancellation form that will need to be signed by both the dealer and *** ***. It is our position that we have acted appropriately and adhered to our strong business ethics in properly administering NVP vehicle service agreements As we do not believe we have done anything wrong in this matter we believe that no further action is required Thus, we respectfully request that you find that there is no merit to the consumer complaint in question and do list a negative reporting of NVP Warranty regarding this matter. Respectfully submitted. John E***NVP WarrantyOffice - *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Mr*** submitted a claim for a repair to his *** AccordThe nature of the repair was to repair a reported engine noise that lasted approximately seconds when the engine was cold, then would go sway.Mr*** purchased a basic extended service contract that covered internally
lubricated engine components for a term of months or 4,miles (whichever came first)The repair estimate submitted by the repair shop was as follows: Hour to diagnose the issue @ $per hourHours to repair the problem @ $per hour$for the parts requiredFor a total of $627.87 We approved Mr***'s claim as per the written contract that Mr*** signedThe contract states that the labor rate paid to repair shops is $per hourThe contract verbage is as follows "Labor charges are based on industry accepted flat rate time to repair or replace a covered component up to $per hour"Mr*** signed a copy of this agreement and should have received a copy of the agreement when he purchased from his selling dealershipAdditionally, the contract states that the policy holder has a $deductible that he is responsible for for covered repairs.The amount that we authorized for this repair is as follows:Hour to diagnose the issue @ $= $Hours to repair the problem @ $= $262.50Parts: $167.87Sub total: $467.87Deductible: $100.00Net claim: $367.87 As you can see, we have approved Mr***'s repairs as stated in his contractMr*** was upset that he had a difference in labor cost to pay as well as his deductible, but these items were present on the contract that he received from his selling dealershipI invited Mr*** to contact his selling dealer to obtain a copy of his contract if he hadn't received one and Mr*** ended our conversation. We pride ourselves on getting our customers back on the road as quickly as possible and we always want our customers to be happy with the service we provideWe are sorry that Mr*** feels that we have not honored our commitment, but as you can see - we have done all we can per the contract to assist Mr*** in getting his vehicle repaired
When it comes proper maintenance of a vehicle the CV boots are very importantThe CV boots hold grease for the CV JointIf that boot is damaged the grease leaks out and causes damage to major parts of the vehicleIt would be like driving with a flat tire or no oil for the engineThat is why the
contracts clearly state that if the CV boots are damaged then the failed part will not be coveredAs for the repair shop saying they have never been able to get a claim covered by NVP, this is the only claim that has ever been submitted to us from themAs for the dealer (Key Autobrokers), this dealer as of today has been terminated from selling NVP vehicle service contractsWe will still honor any contracts that have been funded from the dealer if the customer would like to keep the coverageFor cancellation, because the contract is a legally binding contract that both the dealer and the customer signed, then the cancellation form must be endorsed by both partiesAny funds due for return will be returned to the selling dealer for disbursementThe funds are returned to the selling dealer for disbursement because it was the selling dealer that provided NVP with the fundingThe phone number for NVP is 888-270-and my extension is ***