Mr. [redacted] and I spoke via the phone regarding his concerns and his prior claims. We discussed: A prior claim had been denied for non-coverage for oil leaks he was experiencing on his vehicle. We 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 repairs. The 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 installation. Mr. [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 having. I 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 Mr. Esmale's claim. We were told by the repair shop that they would refer Mr. [redacted] to a different shop to have the repairs performed. We never heard any additional information and so the claim was administratively closed after 1 month of inactivity. I 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 week. I 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 claim. lastly, Mr. [redacted] stated that he had misplaced his policy ID card and requested we send another. I verified his address while he was on the phone with me. A new card has been created and put in the outgoing mail. Mr. [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 misunderstandings. Our goal is excellent customer service.Al Z[redacted]Claims Manager NVP Warranty
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 11/22/2017 [redacted] purchased a 2008 Mercedes-Benz GL 450 from [redacted] for $16,517. 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 vehicle. The contract Mr. [redacted] purchase covers up to $70 per hour for labor. Any customer that purchased this contract would be responsible for the difference if the repair shop is charging more than $70 per hour. We 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 them. Please note that both the customer and the selling dealer will have to sign the cancellation form. If there are any questions please feel free to contact me at the number below. John E[redacted]NVP WarrantyOffice - [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]
dear [redacted],my contract states that they pay for parts and labor,they would not pay for parts from the repair shop,they told me you have to get them through them,so I did,they got a price to install them in October.I payed 2,000 dollors for this insurance its in black and white, parts and labor,please have them pay the labor.thankyou [redacted]
Vehicle was purchased on 1/18/2018 Customer's Complaint - Vehicle did not have good power and slows down while driving. The repair shop called in to let us know that the vehicle needs a whole new engine. The claim's adjuster requested a status of the oil. This was accomplished by draining the...
oil and measuring it. The repair shop found 1.5 quarts in a quart system and the oil was very black. Repair shop found that the cause of failure was that the engine was used while low on oil. Claim at this point was denied based on Section 10 - S of the contract. Any Mechanical Breakdown or damage caused by bolts, carbon build-up in 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 full. When the claim;'s adjuster started to explain why the claim would be denied Mr. [redacted] became very upset. It was at this point that Mr. [redacted] started cursing at the claim's adjuster. The 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 call. Mr. [redacted] called back several times threatening a lawsuit against NVP if they did not approve his claim. Mr. [redacted] called in a few days later, stating the repair shop never told us the vehicle was run low on oil. The 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 cost. We have pictures from the repair shop showing the blacken oil and the damaged parts. The pictures show damage due to being over heated because of lack of oil. This information came from a Kia Tech and a Kia service manager. Mr. [redacted] requested how to cancel his contract. The claim's adjuster told him that he would have to return to the selling dealer to start the paperwork.
[redacted], I can truly understand your frustration. Please understand that we have to operate within the boundaries of the contract. Your contract is in place to repair or replace listed covered components for failure. We are required to identify a cause of failure before determining if a claim...
can be approved. Unfortunately, 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 properly. Because a cause of failure was not identified NVP can not approve the claim. The 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 refund. In order to cancel your contract you would need to return to the selling dealer and fill out a cancellation form with them. At that point we would be able to refund any funds due.
Mr. [redacted] and I spoke via the phone regarding his concerns and his prior claims. We discussed: A prior claim had been denied for non-coverage for oil leaks he was experiencing on his vehicle. We 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 repairs. The 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 installation. Mr. [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 having. I 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 Mr. Esmale's claim. We were told by the repair shop that they would refer Mr. [redacted] to a different shop to have the repairs performed. We never heard any additional information and so the claim was administratively closed after 1 month of inactivity. I 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 week. I 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 claim. lastly, Mr. [redacted] stated that he had misplaced his policy ID card and requested we send another. I verified his address while he was on the phone with me. A new card has been created and put in the outgoing mail. Mr. [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 misunderstandings. Our goal is excellent customer service.Al Z[redacted]Claims Manager NVP Warranty
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 11/22/2017 [redacted] purchased a 2008 Mercedes-Benz GL 450 from [redacted] for $16,517. 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 vehicle. The contract Mr. [redacted] purchase covers up to $70 per hour for labor. Any customer that purchased this contract would be responsible for the difference if the repair shop is charging more than $70 per hour. We 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 them. Please note that both the customer and the selling dealer will have to sign the cancellation form. If there are any questions please feel free to contact me at the number below. John E[redacted]NVP WarrantyOffice - [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]
dear [redacted],my contract states that they pay for parts and labor,they would not pay for parts from the repair shop,they told me you have to get them through them,so I did,they got a price to install them in October.I payed 2,000 dollors for this insurance its in black and white, parts and labor,please have them pay the labor.thankyou [redacted]
Vehicle was purchased on 1/18/2018 Customer's Complaint - Vehicle did not have good power and slows down while driving. The repair shop called in to let us know that the vehicle needs a whole new engine. The claim's adjuster requested a status of the oil. This was accomplished by draining the...
oil and measuring it. The repair shop found 1.5 quarts in a quart system and the oil was very black. Repair shop found that the cause of failure was that the engine was used while low on oil. Claim at this point was denied based on Section 10 - S of the contract. Any Mechanical Breakdown or damage caused by bolts, carbon build-up in 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 full. When the claim;'s adjuster started to explain why the claim would be denied Mr. [redacted] became very upset. It was at this point that Mr. [redacted] started cursing at the claim's adjuster. The 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 call. Mr. [redacted] called back several times threatening a lawsuit against NVP if they did not approve his claim. Mr. [redacted] called in a few days later, stating the repair shop never told us the vehicle was run low on oil. The 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 cost. We have pictures from the repair shop showing the blacken oil and the damaged parts. The pictures show damage due to being over heated because of lack of oil. This information came from a Kia Tech and a Kia service manager. Mr. [redacted] requested how to cancel his contract. The claim's adjuster told him that he would have to return to the selling dealer to start the paperwork.
[redacted], I can truly understand your frustration. Please understand that we have to operate within the boundaries of the contract. Your contract is in place to repair or replace listed covered components for failure. We are required to identify a cause of failure before determining if a claim...
can be approved. Unfortunately, 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 properly. Because a cause of failure was not identified NVP can not approve the claim. The 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 refund. In order to cancel your contract you would need to return to the selling dealer and fill out a cancellation form with them. At that point we would be able to refund any funds due.