Revdex.com:
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 me DEAR ***,thankyou for your time helping me,the insurance that I have on my truck told me they will only pay for parts if I get them through them,I got the parts they sent gave them to the repair shop to put them in,they put them in and now the inc.co wont pay the lobor cost,the repair shop *** *** *** *** wont give me my truck back until I pay them dollors,*** at the inc co.is *** thankyou very much *** *** *** ***
This business response was received by ** at Revdex.com via email.Good morning,We will be approving the entire claim and reimbursing the customer $for the towingThe claim is going to be approved based on our findings for an engine and with the customer $deductible applied
The claim is being denied because the failure that has occurred is a direct result of lack of lubrication, which is an exclusion in our contractI have put a blank copy of their service contract is in the attachment and under the exclusions in section five is where you will find the
exact wording stating a failure caused by a lack of lubrication will be deniedWe do understand that the oil light did not illuminate which would have indicated to the customer of an oil leak, , however the light itself is in no way related to the leak that was caused by the oil pan gasket and oil pressure switchAlso, with the codes listed there were none displaying a failure to the oil pressure switch which it would have if it would have failed. The customer first called in the claim on 6/15/stating that she took her vehicle to *** and when they put the vehicle on the lift they found a major oil that was so bad they refused to touch the vehicleAt this point, the customer attempted to drive the vehicle to her dealership and withing a couple of minutes of driving the vehicle began to knockShe then had a tow truck come and pick up the vehicle and the truck driver stated there is a bad oil leak. Once the vehicle arrived to *** *** *** *** I received a call from their technician and I was informed that the oil pan had a major oil leak and the oil pressure switch is leaking tooPer the repair shop the vehicle was two quarts low on oil and there is metal shavings in the oil pan as a resultOnce all this information was gathered we then made our decision to deny the claim because the engine had failed because it lacked the proper fluid levels. Yesterday I called the customer and went over the reason for denial and advised her that we would be able to reimburse up to $for her tow and assist in locating an engineThe customer was no pleased by this offer so we then offered to cover up to half of the repairs needed as a good willThe customer was a somewhat satisfied with this offer, but ultimately she firmly believes we should cover all of the repairs because the indicator did not workWe have no information other then that, that the indicator is not working, also, it did not cause the leak or contribute to the leak in anywayThe reason this engine has failed is simply because it was two quarts low on oil and continuously drove under this condition
The contract that was purchased by *** *** is a Vehicle Investment Protection (VIP for months or 40,milesNVP Warranty is only authorized to administer VIP contracts as they are writtenWe cannot authorize anything that is not covered in the terms and conditions of the
contract. The claims adjuster worked with the repair shop and a 3rd party inspectorFrom the results of the inspection, the claims adjuster found that the cause of failure started with the #Rod BearingThe continued operation of the vehicle is what caused the subsequent damageBecause the contract has exclusion for continued operation after a failure, the rod bearing was covered but the damage after the failure would not be covered. Based on the findings, the claims adjuster did authorize coverage for the rod bearingWhen we called on behalf of VIP to pay their portion, the repair shop said they wanted us to pay moreWe explained what we are authorized to pay based on the contractThe repair shop said they would not except the payment at that time and would call us backTo date, the repair shop has not called back. If the customer would like to cancel their contract with VIP, they will need to return to the selling dealership and fill out the cancellation form
We would be happy to cancel the contract and provide the owner will a full reimbursement of the contract costsPlease have the customer's selling dealer complete our "Cancellation Form" and we will process for cancellation immediately
On 04/19/*** *** purchased a BMW SeriesThe dealer also sold him a vehicle service contractCustomer’s complaint when they first called in was that the vehicle had no power steering, the second call was that there was a major oil leak and that the crank makes a loud noiseOur
report was that the vehicle would not startThe repair shop said it was because of a lack oil pressure that the engine would not startThere were also oil leaks and then the engine does crank there is a loud noiseBecause there was a language barrier the claims adjuster was having issues getting a diagnosis from the repair shopWe paid for an inspector to go see the vehicle, verify failures and if possible cause of failuresSince the battery was dead the repair shop agreed to hook up a jumpbox to get the vehicle startedInspectors findings- “Vehicle seen on outside liftFront area of engine covered with oil and dripped down to lower area at frontWith battery pack engine would not turn overTech states oil seen on engine is from oil filter housing gasketInspector believes that is source but clean up needed to confirmTech stat's starter is seized and cause of no turn-over of engineInspector cannot confirmWith battery pack on, was able to get mileage, scan tool shows no codes or freeze frame foundDrive belt is shreddedUnable to confirm loud noise at engine due to no turn-over/start conditionTech states oil pump is also failed, stated no oil movement seen at filler for oilInspector cannot confirmNo impact, comm., rust or corrosionOil pump located inside oil pan, cannot visualizeOil sample taken at drain, oil is black and thickWill hold sampleInspector's Opinion of Cause of Failure: Inspector cannot confirm failure of oil pump, starter or loud engine noise as presented” From the inspectors photos and statement we found that the repair shop has not shown cause of failure of the starter, or the oil pumpThe customer is requesting NVP to replace the oil pump that is housed in the engine oil panIn order to move forward on a claim a cause of failure must be determinedSince the issue was not reproduced and/or the failure on the oil pump was not found we are not able to move forward on the claimThe repair shop must show a cause of failure to an inspectorThis is not a scam or an attempt to deny the claim, it is because a failure must be shown to move forward on a claimThe claim’s adjuster would be more than happy to walk through everything with you to make sure that the two of you are on the same page so you can move forward with your claim
[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]
The vehicle in question is a 2007 [redacted] STS that presented symptoms that the transmission was delaying going into drive or reverse and was "jerking" while shifting.The repair shop advised us that several fault codes were present - 1 of them indicating an electrical malfunction (P0823). The repair...
shop stated to our claims adjusted that the problem was not electrical in nature and proceeded to remove the transmission from the vehicle and disassembled. Repair shop contacted us to advise that they had determined that the torque converter had failed and was causing the problem.Our company utilized the services of an independent third party inspection service provider, who in turn dispatched an ASE Certified Master Technician to verify the shop's findings and provide photographic documentation of the failure. The inspector found no "hard part failure" present in the transmission and further noted in his report that there was no other failures seen or demonstrated at this time.The repair shop submitted an updated estimate that included internal wiring harness for the transmission as well as all electrical solenoids internal to the transmission. The owner's contract does not provide coverage for any transmission related electrical failure, and subsequently the claim was denied for non coverage of the failed parts. Prior to the transmission ever having been disassembled by the repair shop we inquired as to the nature of the failure with the fault codes that were reported to us. The shop stated that the failure was the torque converter, but no fault codes present related to the torque converter having failed and subsequent to the independent inspection - the failure of the torque converter was not demonstrated.Our company's position is that the owner's problem with their transmission was/is caused by the fault of either an internal electrical solenoid or the transmission internal wiring harness (both of which were quoted for replacement by the owner's repair shop). The owner received a copy of their contract which clearly specifies all covered components and no electrical components are covered under their contract.Under the terms of the contract, we had no choice by to deny the claim for non covered failures.
[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. My mechanic and I have spoken to the adjuster with NVP Warranty. We have both agreed to tear the engine apart to address the failure and be able to visually see it. Even though this will cost me out of pocket money for now. Then the inspector will come and check the car out. I would like to be informed on when the inspector is scheduled to come as I would like to help out around the language barrier and take pictures and witness the inspection process. I will report back to let Revdex.com if NVP will move forward with me.
Regards,
[redacted]
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.]
I disagree with the response to my complaint in whole. I asked [redacted] Transmission to contact the warranty company to inform them of my transmission failing and they said they deal with warranty companies all the time and would definitely handle the matter. As for me authorizing repair work without the warranty companies consent that's simply not true. The warranty company called me and said that they aren't going to honor the claim and told [redacted] transmission that they were going to send a used transmission and then changed their mind about the entire claim. I would like to pull out of my contract with the warranty company and be refunded my 400.00. that's all because deep in my heart I don't think they are being fair and are honoring their word. Thank you Ms. [redacted] for your speedy response to the aforementioned matter.
Regards,
[redacted]
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]
In reference to the complaint filed by [redacted]:
Mr. [redacted] purchased his vehicle (2005 Cadillac CTS on
9/30/2015 and also purchased a NVP 4 star service agreement with a 6 month /
8,000 mile term. The vehicle mileage at the time of purchase was 146,024.
On 11/3/2015 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 testing. We
then advised Mr. [redacted] to have the repair shop send us an estimate for repairs
via fax. We advised Mr. [redacted] not to have repairs performed until we had
provided authorization for repair.
On 11/5/2015 we received an estimate from
[redacted]Transmisson ([redacted]) for
repairs to Mr. [redacted]’s transmission. The 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 failure. We were told by the repair shop that the transmission needed to be
overhauled at a cost of $3842. 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 tests. These tests are standard in the
industry and can only be performed with the transmission in the vehicle. The
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 transmission. The 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 transmission. We contacted the repair facility again, spoke
with the owner “[redacted]” and also the Manager – “[redacted]”. 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 covered. The decision to deny the claim is
based upon the above facts.
Response to Mr. [redacted] letter:The claim for Mr. [redacted] was denied as per our printed contract which clearly states as follows (Section VII. Exclusions – What is not covered:1. 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 Administrator. This is crucial because there are industry standard testing procedures that are performed to determine the cause and extent of failure within a transmission. These 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 transmission. Therefore – 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 question. Mr. [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 better. We personally contacted [redacted] Transmission shop and spoke with the Manager – [redacted] and the Owner – [redacted], 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 client. The selling dealer declined to participate financially in the repairs. This is what Mr. [redacted] referenced in his letter when he stated that NVP Warranty would send a used transmission. We 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 decisions. Our 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.
I am emailing you in regards to Complaint # [redacted].NVP Warranty did not pay Ms. [redacted]'s claim due to following reasons. 1) According to the consumer the vehicle had an issue before she bought the vehicle. She stated to our claims rep and myself the that she...
experienced an issue on the test drive. When 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 vehicles. The sales team may have been referring to a warranty offered from the dealership. This 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 condition. As stated on our contract, we do not cover pre-existing conditions. Part VII. 2, "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 covered. 3) Personally, I spoke to MR. [redacted], the Service Manager at the Dealership. We 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 claim. We spoke to Ms. [redacted] today in regards to her complaint. She stated that a Manager by the name of "[redacted]" promised to contact NVP Warranty to take care of her vehicle/claim. This is what lead to the customer being upset with us. We are seeing a miscommunication between the Service Department and the Sales Department, therefore we have been named in this complaint. We are actively attempting to assist the customer with this issue. I 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 yet. Ms. [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 facts. Please confirm the receipt of my email. Best Regards,[redacted]NVP Direct, LLC[redacted]
So here is the deal.. We tried to take care of this months ago. We 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 4/23/15. The Customer chose to remove their vehicle from the shop and...
not have the COVERED Component repaired, then drove it for 6 mos on worn ball joints. We were unaware that the repair was NOT done until 10/16/2015. Since the Customer did not have the repair performed and drove it for 6 mos, we denied the claim 10/23/15, for not protecting the vehicle. We had no control over the Customer removing his vehicle from the repair shop, especially when the repair was APPROVED. This issue is with the repair shop and Mr. [redacted] not completing a repair that was COVERED in 4/2015, not NVP. I will include snipits from the system. Please let me know if you need any more information! [redacted]Operations ManagerNVP Warranty[redacted]
[redacted]
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]
Thank you for forwarding Mr. [redacted]s concerns to us. We are happy to respond...We have never denied Mr. [redacted]s claim regarding his rack & pinion. The vehicle was brought to a repair shop ion October 4th for an issue related to the steering on Mr. [redacted]s 2005 Toyota Corolla and we were sent...
an estimate for repairs. Unfortunately, the repair shop that Mr. [redacted] had taken his vehicle to was not an approved repair facility and we advised the shop of this on the same date. We made several attempts to contact Mr. [redacted] by phone and were unable to reach him so we called the repair facility back and asked them to relay the message for Mr. [redacted] to take his vehicle to a different shop for diagnostics and to have an estimate prepared. We kept this claim open for approximately 45 days and after not hearing back from Mr. [redacted], we administratively closed the claim - this is not the same as a claim denial. We are certainly willing to administrate the claim for Mr. [redacted] and we would be happy to recommend several local repair shops for him to take his vehicle to.We have made additional attempts to contact Mr. [redacted] this week after receiving his concerns from the Revdex.com and still have been unable to contact him. Please relay our willingness to assist Mr. [redacted] with his claim and if he would contact me personally I'd be happy to discuss the matter with him to resolve the confusion. I may be reached at 888-270-9160 OPT 1 Monday to Friday.Thank you for the opportunity to respond to Mr. [redacted]s concerns. Al Z[redacted]Claims Manager - NVP Warranty
As per the owner's request, we have supplied him with a copy of his extended service contract via his email. He stated that he now understands how we arrived at the claim amount that was paid on his behalf.
Revdex.com:
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 me DEAR ***,thankyou for your time helping me,the insurance that I have on my truck told me they will only pay for parts if I get them through them,I got the parts they sent gave them to the repair shop to put them in,they put them in and now the inc.co wont pay the lobor cost,the repair shop *** *** *** *** wont give me my truck back until I pay them dollors,*** at the inc co.is *** thankyou very much *** *** *** ***
This business response was received by ** at Revdex.com via email.Good morning,We will be approving the entire claim and reimbursing the customer $for the towingThe claim is going to be approved based on our findings for an engine and with the customer $deductible applied
Revdex.com:After reference to my call with Allen and the follow up emails we have reached a settlement that works with me
Regards,
*** ***
The claim is being denied because the failure that has occurred is a direct result of lack of lubrication, which is an exclusion in our contractI have put a blank copy of their service contract is in the attachment and under the exclusions in section five is where you will find the
exact wording stating a failure caused by a lack of lubrication will be deniedWe do understand that the oil light did not illuminate which would have indicated to the customer of an oil leak, , however the light itself is in no way related to the leak that was caused by the oil pan gasket and oil pressure switchAlso, with the codes listed there were none displaying a failure to the oil pressure switch which it would have if it would have failed. The customer first called in the claim on 6/15/stating that she took her vehicle to *** and when they put the vehicle on the lift they found a major oil that was so bad they refused to touch the vehicleAt this point, the customer attempted to drive the vehicle to her dealership and withing a couple of minutes of driving the vehicle began to knockShe then had a tow truck come and pick up the vehicle and the truck driver stated there is a bad oil leak. Once the vehicle arrived to *** *** *** *** I received a call from their technician and I was informed that the oil pan had a major oil leak and the oil pressure switch is leaking tooPer the repair shop the vehicle was two quarts low on oil and there is metal shavings in the oil pan as a resultOnce all this information was gathered we then made our decision to deny the claim because the engine had failed because it lacked the proper fluid levels. Yesterday I called the customer and went over the reason for denial and advised her that we would be able to reimburse up to $for her tow and assist in locating an engineThe customer was no pleased by this offer so we then offered to cover up to half of the repairs needed as a good willThe customer was a somewhat satisfied with this offer, but ultimately she firmly believes we should cover all of the repairs because the indicator did not workWe have no information other then that, that the indicator is not working, also, it did not cause the leak or contribute to the leak in anywayThe reason this engine has failed is simply because it was two quarts low on oil and continuously drove under this condition
The contract that was purchased by *** *** is a Vehicle Investment Protection (VIP for months or 40,milesNVP Warranty is only authorized to administer VIP contracts as they are writtenWe cannot authorize anything that is not covered in the terms and conditions of the
contract. The claims adjuster worked with the repair shop and a 3rd party inspectorFrom the results of the inspection, the claims adjuster found that the cause of failure started with the #Rod BearingThe continued operation of the vehicle is what caused the subsequent damageBecause the contract has exclusion for continued operation after a failure, the rod bearing was covered but the damage after the failure would not be covered. Based on the findings, the claims adjuster did authorize coverage for the rod bearingWhen we called on behalf of VIP to pay their portion, the repair shop said they wanted us to pay moreWe explained what we are authorized to pay based on the contractThe repair shop said they would not except the payment at that time and would call us backTo date, the repair shop has not called back. If the customer would like to cancel their contract with VIP, they will need to return to the selling dealership and fill out the cancellation form
We would be happy to cancel the contract and provide the owner will a full reimbursement of the contract costsPlease have the customer's selling dealer complete our "Cancellation Form" and we will process for cancellation immediately
On 04/19/*** *** purchased a BMW SeriesThe dealer also sold him a vehicle service contractCustomer’s complaint when they first called in was that the vehicle had no power steering, the second call was that there was a major oil leak and that the crank makes a loud noiseOur
report was that the vehicle would not startThe repair shop said it was because of a lack oil pressure that the engine would not startThere were also oil leaks and then the engine does crank there is a loud noiseBecause there was a language barrier the claims adjuster was having issues getting a diagnosis from the repair shopWe paid for an inspector to go see the vehicle, verify failures and if possible cause of failuresSince the battery was dead the repair shop agreed to hook up a jumpbox to get the vehicle startedInspectors findings- “Vehicle seen on outside liftFront area of engine covered with oil and dripped down to lower area at frontWith battery pack engine would not turn overTech states oil seen on engine is from oil filter housing gasketInspector believes that is source but clean up needed to confirmTech stat's starter is seized and cause of no turn-over of engineInspector cannot confirmWith battery pack on, was able to get mileage, scan tool shows no codes or freeze frame foundDrive belt is shreddedUnable to confirm loud noise at engine due to no turn-over/start conditionTech states oil pump is also failed, stated no oil movement seen at filler for oilInspector cannot confirmNo impact, comm., rust or corrosionOil pump located inside oil pan, cannot visualizeOil sample taken at drain, oil is black and thickWill hold sampleInspector's Opinion of Cause of Failure: Inspector cannot confirm failure of oil pump, starter or loud engine noise as presented” From the inspectors photos and statement we found that the repair shop has not shown cause of failure of the starter, or the oil pumpThe customer is requesting NVP to replace the oil pump that is housed in the engine oil panIn order to move forward on a claim a cause of failure must be determinedSince the issue was not reproduced and/or the failure on the oil pump was not found we are not able to move forward on the claimThe repair shop must show a cause of failure to an inspectorThis is not a scam or an attempt to deny the claim, it is because a failure must be shown to move forward on a claimThe claim’s adjuster would be more than happy to walk through everything with you to make sure that the two of you are on the same page so you can move forward with your claim
[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]
The vehicle in question is a 2007 [redacted] STS that presented symptoms that the transmission was delaying going into drive or reverse and was "jerking" while shifting.The repair shop advised us that several fault codes were present - 1 of them indicating an electrical malfunction (P0823). The repair...
shop stated to our claims adjusted that the problem was not electrical in nature and proceeded to remove the transmission from the vehicle and disassembled. Repair shop contacted us to advise that they had determined that the torque converter had failed and was causing the problem.Our company utilized the services of an independent third party inspection service provider, who in turn dispatched an ASE Certified Master Technician to verify the shop's findings and provide photographic documentation of the failure. The inspector found no "hard part failure" present in the transmission and further noted in his report that there was no other failures seen or demonstrated at this time.The repair shop submitted an updated estimate that included internal wiring harness for the transmission as well as all electrical solenoids internal to the transmission. The owner's contract does not provide coverage for any transmission related electrical failure, and subsequently the claim was denied for non coverage of the failed parts. Prior to the transmission ever having been disassembled by the repair shop we inquired as to the nature of the failure with the fault codes that were reported to us. The shop stated that the failure was the torque converter, but no fault codes present related to the torque converter having failed and subsequent to the independent inspection - the failure of the torque converter was not demonstrated.Our company's position is that the owner's problem with their transmission was/is caused by the fault of either an internal electrical solenoid or the transmission internal wiring harness (both of which were quoted for replacement by the owner's repair shop). The owner received a copy of their contract which clearly specifies all covered components and no electrical components are covered under their contract.Under the terms of the contract, we had no choice by to deny the claim for non covered failures.
[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. My mechanic and I have spoken to the adjuster with NVP Warranty. We have both agreed to tear the engine apart to address the failure and be able to visually see it. Even though this will cost me out of pocket money for now. Then the inspector will come and check the car out. I would like to be informed on when the inspector is scheduled to come as I would like to help out around the language barrier and take pictures and witness the inspection process. I will report back to let Revdex.com if NVP will move forward with me.
Regards,
[redacted]
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.]
I disagree with the response to my complaint in whole. I asked [redacted] Transmission to contact the warranty company to inform them of my transmission failing and they said they deal with warranty companies all the time and would definitely handle the matter. As for me authorizing repair work without the warranty companies consent that's simply not true. The warranty company called me and said that they aren't going to honor the claim and told [redacted] transmission that they were going to send a used transmission and then changed their mind about the entire claim. I would like to pull out of my contract with the warranty company and be refunded my 400.00. that's all because deep in my heart I don't think they are being fair and are honoring their word. Thank you Ms. [redacted] for your speedy response to the aforementioned matter.
Regards,
[redacted]
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]
In reference to the complaint filed by [redacted]:
Mr. [redacted] purchased his vehicle (2005 Cadillac CTS on
9/30/2015 and also purchased a NVP 4 star service agreement with a 6 month /
8,000 mile term. The vehicle mileage at the time of purchase was 146,024.
On 11/3/2015 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 testing. We
then advised Mr. [redacted] to have the repair shop send us an estimate for repairs
via fax. We advised Mr. [redacted] not to have repairs performed until we had
provided authorization for repair.
On 11/5/2015 we received an estimate from
[redacted]Transmisson ([redacted]) for
repairs to Mr. [redacted]’s transmission. The 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 failure. We were told by the repair shop that the transmission needed to be
overhauled at a cost of $3842. 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 tests. These tests are standard in the
industry and can only be performed with the transmission in the vehicle. The
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 transmission. The 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 transmission. We contacted the repair facility again, spoke
with the owner “[redacted]” and also the Manager – “[redacted]”. 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 covered. The decision to deny the claim is
based upon the above facts.
Response to Mr. [redacted] letter:The claim for Mr. [redacted] was denied as per our printed contract which clearly states as follows (Section VII. Exclusions – What is not covered:1. 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 Administrator. This is crucial because there are industry standard testing procedures that are performed to determine the cause and extent of failure within a transmission. These 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 transmission. Therefore – 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 question. Mr. [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 better. We personally contacted [redacted] Transmission shop and spoke with the Manager – [redacted] and the Owner – [redacted], 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 client. The selling dealer declined to participate financially in the repairs. This is what Mr. [redacted] referenced in his letter when he stated that NVP Warranty would send a used transmission. We 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 decisions. Our 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.
I am emailing you in regards to Complaint # [redacted].NVP Warranty did not pay Ms. [redacted]'s claim due to following reasons. 1) According to the consumer the vehicle had an issue before she bought the vehicle. She stated to our claims rep and myself the that she...
experienced an issue on the test drive. When 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 vehicles. The sales team may have been referring to a warranty offered from the dealership. This 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 condition. As stated on our contract, we do not cover pre-existing conditions. Part VII. 2, "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 covered. 3) Personally, I spoke to MR. [redacted], the Service Manager at the Dealership. We 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 claim. We spoke to Ms. [redacted] today in regards to her complaint. She stated that a Manager by the name of "[redacted]" promised to contact NVP Warranty to take care of her vehicle/claim. This is what lead to the customer being upset with us. We are seeing a miscommunication between the Service Department and the Sales Department, therefore we have been named in this complaint. We are actively attempting to assist the customer with this issue. I 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 yet. Ms. [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 facts. Please confirm the receipt of my email. Best Regards,[redacted]NVP Direct, LLC[redacted]
So here is the deal.. We tried to take care of this months ago. We 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 4/23/15. The Customer chose to remove their vehicle from the shop and...
not have the COVERED Component repaired, then drove it for 6 mos on worn ball joints. We were unaware that the repair was NOT done until 10/16/2015. Since the Customer did not have the repair performed and drove it for 6 mos, we denied the claim 10/23/15, for not protecting the vehicle. We had no control over the Customer removing his vehicle from the repair shop, especially when the repair was APPROVED. This issue is with the repair shop and Mr. [redacted] not completing a repair that was COVERED in 4/2015, not NVP. I will include snipits from the system. Please let me know if you need any more information! [redacted]Operations ManagerNVP Warranty[redacted]
[redacted]
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]
Thank you for forwarding Mr. [redacted]s concerns to us. We are happy to respond...We have never denied Mr. [redacted]s claim regarding his rack & pinion. The vehicle was brought to a repair shop ion October 4th for an issue related to the steering on Mr. [redacted]s 2005 Toyota Corolla and we were sent...
an estimate for repairs. Unfortunately, the repair shop that Mr. [redacted] had taken his vehicle to was not an approved repair facility and we advised the shop of this on the same date. We made several attempts to contact Mr. [redacted] by phone and were unable to reach him so we called the repair facility back and asked them to relay the message for Mr. [redacted] to take his vehicle to a different shop for diagnostics and to have an estimate prepared. We kept this claim open for approximately 45 days and after not hearing back from Mr. [redacted], we administratively closed the claim - this is not the same as a claim denial. We are certainly willing to administrate the claim for Mr. [redacted] and we would be happy to recommend several local repair shops for him to take his vehicle to.We have made additional attempts to contact Mr. [redacted] this week after receiving his concerns from the Revdex.com and still have been unable to contact him. Please relay our willingness to assist Mr. [redacted] with his claim and if he would contact me personally I'd be happy to discuss the matter with him to resolve the confusion. I may be reached at 888-270-9160 OPT 1 Monday to Friday.Thank you for the opportunity to respond to Mr. [redacted]s concerns. Al Z[redacted]Claims Manager - NVP Warranty
As per the owner's request, we have supplied him with a copy of his extended service contract via his email. He stated that he now understands how we arrived at the claim amount that was paid on his behalf.
Hello,We will ship the parts to customer