PermaPlate Company, LLC

This is in response to the complaint reported to the RevDex.com by Mr. [redacted], received by PermaPlate on 10/26/2015.  The PermaPlate Appearance Protection Package
was purchased by Mr. [redacted] with his 2010 Nissan Titan on 2/10/11 and includes
Paintguard™, Leatherguard™,...

and Fiberguard™ which are applied to specific
surfaces of the vehicle to provide protection against certain listed common
environmental hazards. 
The customer filed an initial claim on 10/14/15 for oxidation
to the paint on the roof and hood of his vehicle. The customer noted in his claim form that the
damage to his vehicle was first noticed on 9/1/15.  The terms of the PermaPlate Warranty signed
by the customer at the time of purchase clearly state that any covered damage needs
to be reported within 30 days of noticing the issue so as to allow PermaPlate
an opportunity to correct the problem before it has chance to escalate and get
worse over time.  The customer filed this
claim 43 days from the date of noticing the damage.  Instead of denying this claim outright,
PermaPlate agreed to attempt to repair the damage out of customer service and
goodwill.  A technician was dispatched to
inspect the vehicle and attempt a repair. 
Unfortunately, the technician was unable to recondition the paint and
noted in his inspection report that paint correction was not successful due to
the excessive time and exposure involved. 
At that point, the claim was denied for being reported outside of the 30
day notification period required by the warranty. 
However, PermaPlate is concerned about customer satisfaction
and we regret any dissatisfaction experienced by Mr. [redacted].  As a result, we are working with the customer’s
dealership to repaint the damaged areas of the vehicle as a gesture of
goodwill.  We have received an estimate
for repaint on 11/5/15 and we expect that this issue will be resolved
satisfactorily.

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.
Sincerely,
[redacted]

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.
Sincerely,
Diana [redacted]

This is in response to the complaint reported to the RevDex.com by Mr. Hugh B[redacted], received by PermaPlate on 7/20/2015.  Mr. B[redacted] purchased PermaPlate Paintguard™, Fiberguard™,
Rustguard™, and Soundguard™ which were applied to specific surfaces of his vehicle
on 7/24/2009 to...

provide protection against certain listed common environmental
hazards.  The customer filed a claim on 7/10/2015
for “rust on the rear driver quarter panel and paint peeling on the rear bumper”
of his 2009 Chevrolet Malibu. 
The customer provided photos along with the claim form which
clearly showed surface rust that had formed on the exposed metal of the rear
fender where the paint had been damaged and was missing. Paint damage in this
area is typically caused by impact damage from road propelled gravel or debris
which chips the paint on the tire-facing portion of the fender. The Rustguard™
product is a waxy substance that is applied as a spray under pressure on the inside
surfaces of double walled areas of the vehicle such as inside the tail light
section, interior trunk panel, quarter panels, doors, and headlight wells.  This product is designed to prevent condensation
build up inside these areas from promoting the formation of rust, causing rust-through
from the inside of the panel to the outside of the vehicle.  Rust of this nature is indicated by
perforation of the metal surface.  The Rustguard™ warranty specifically covers “rust through”
from the treated surface (perforation). It does not prevent or cover surface
rust developing on exposed exterior metal surfaces.
The “paint peeling” issue on the rear bumper is a case of
clear coat failure where the clear coat layer sprayed over the base paint layer
has separated and is peeling off.  This
is a sub-surface paint issue typically resulting from a paint defect and is not
something the Paintguard™ paint sealant can protect against and falls outside
of warranty coverage. The Paintguard™ warranty specifically covers the surface
issues of fading, oxidation, or loss of gloss to the paint. Peeling paint and/or
clear coat failure are not covered items.
Because the damages claimed did not fall within the terms of
the PermaPlate Paintguard™ and Rustguard™ warranties, the claim was denied.
We understand that the customer is upset with
the damage to his vehicle that was reported to PermaPlate.  Unfortunately, we are unable to assist with
the repair and we are unable to offer a full refund of the purchase price of
the products.  The purchase price of the
products was paid to the selling dealership and includes the cost of the
chemicals, the cost of labor to apply the products, selling, general, and
administrative expenses, as well as a profit. 
PermaPlate did not collect the purchase price of these products applied
in July of 2009.  However, we would like
to remind the customer that he still has active coverage on all of these products up
to the limits of the product warranty as outlined in his warranty registration
documents.

This is in response to the complaint reported to the Revdex.com by Ms. [redacted], received by PermaPlate on 09/18/2017.  The PermaPlate Appearance Protection Package was purchased by Ms. [redacted] and a claim was filed by the customer. At this time we have spoken with the customer...

and have reached an agreement to resolve the customer’s complaint.

Complaint: [redacted]
I am rejecting this response because:The warranty I purchased is a life time warranty not 5 years as they now claim.  They are just trying to muddy things up.
Sincerely,
[redacted]

This is in response to the complaint reported to the Revdex.com by Ms. [redacted], received by PermaPlate on 10/14/2016.  The PermaPlate Appearance Protection Package was purchased by Ms. [redacted] and a claim was filed with our company on in August of this year. At this time we have...

approved for replacement of the customers front seat covers and reconditioning of the paint damage. We have attempted to reach the customer to discuss their concerns and provide an explanation of their claim however we have been unable to make contact at this time. We regret any misunderstanding experienced by Ms. [redacted] however we feel confident that we can reach an acceptable resolution.

Complaint: [redacted]
I am rejecting this response because: the dealership was no help. I had to go through the corporate office to resolve my issues. I would never recommend PermaPlate or Autonation Ford. My issues were resolved by the corporate office. 
Sincerely,
[redacted]

This is in response to the complaint reported to the RevDex.com by Mr. Beau E[redacted], received by PermaPlate on 8/14/2015.  The PermaPlate Appearance Protection Package
was purchased by Mr. E[redacted] with his previously-owned 2008 Infiniti G37 on
8/17/13 and includes...

Paintguard™, Leatherguard™, and Fiberguard™ which are
applied to specific surfaces of the vehicle to provide protection against
certain listed common environmental hazards. 
The customer filed an initial claim on 10/20/14 for the paint on his
vehicle, describing the damage as clear coat wearing and peeling and fading.  Paint peeling, or clear coat failure is not
covered under the warranty, but a technician was dispatched to service the fading
issues described by Mr. E[redacted] at a cost of $250 to PermaPlate.  The technician was able to improve the paint
on the vehicle, but noted that there were areas on the front bumper where
significant clear coat failure/peeling had occurred. 
The Paintguard™ product is a paint sealant which provides
protection to the surface of the paint against weather induced fading,
oxidation, loss of gloss, surface rust caused by industrial fallout, and
permanent staining from insects, tree sap, and bird droppings, water spotting,
or acid rain.  The Paintguard™ product
cannot protect against sub-surface paint issues such as clear coat failure where
the clear coat layer of paint separates from the pigmented layer of paint, regardless
of what might cause this.  Furthermore,
the warranty coverage for previously-owned vehicles is limited to the cost of
professional detailing or reconditioning of the surface. As stated on the
warranty form, “Repairs of damage to Previously Owned Vehicles are limited to the cost of professional reconditioning (professional cleaning and/or detailing)”.  If the damage were a covered item, we would
not be able to proceed with a repaint of any area of the vehicle.
A second claim was filed on 8/10/2015 for the paint on the
front bumper of the vehicle with attached photos that showed obvious clear coat
failure and peeling.  This claim was denied
as it is not a covered issue under the warranty.
The customer has asked for a repaint of the front bumper of
the vehicle.  We are unable to honor this
due to the reasons mentioned above. 
However, we do regret any dissatisfaction or misunderstanding experienced
by the customer relative to our products or the warranty coverage terms.  We have attempted to contact Mr. E[redacted] by
phone multiple times this week without success to see if we can come to an
acceptable compromise.  We hope to hear
from Mr. E[redacted] to see if we can bring this issue to resolution.

This is in response to the complaint reported to the Revdex.com by Ms. [redacted], received by PermaPlate on 10/31/2016.  The PermaPlate Appearance Protection Package was purchased by Ms. [redacted] with her previously-owned 2004 Audi A4 on 8/31/13 and includes Paintguard™, Leatherguard™,...

and Fiberguard™ along with 5 year Luxury Windshield Protection. The customer filed a claim with PermaPlate on 9/7/2016 for fading paint on the hood of her vehicle. Upon inspection of the paint, the damage was determined to be the result of clear coat failure. The Paintguard™ product is a paint sealant which provides protection to the surface of the paint and cannot protect against sub-surface paint issues such as clear coat failure where the clear coat layer of paint separates from the pigmented layer of paint. Furthermore, the warranty coverage for previously-owned vehicles is limited to the cost of professional detailing or reconditioning of the surface. As stated on the warranty form, “Repairs of damage to Previously Owned Vehicles are limited to the cost of professional reconditioning (professional cleaning and/or detailing)”. If the damage were a covered item, we would not be able to proceed with a repaint of any area of the vehicle. The customer has asked for a repaint of the hood of the vehicle or a full refund of their purchase price.  We are unable to honor this due to the reasons mentioned above.  However, we do regret any dissatisfaction or misunderstanding experienced by the customer relative to our products or the warranty coverage terms.  We have attempted to contact Ms. [redacted] by phone and hope to hear from her soon to see if we can bring this issue to resolution.

This is in response to the complaint reported to the Revdex.com by Mr. [redacted], received by PermaPlate on 10/20/2016.  The PermaPlate Appearance Protection Package was purchased by Mr. [redacted] and a claim was filed with our company in August 2016 for stains on the carpet. The...

product warranty purchased by Mr. [redacted] does limit him to one replacement per affected area. Upon replacement of the carpets, the product would not be reapplied as it no longer qualifies for warranty coverage. At this time, the claim is eligible for replacement of the damaged carpet however the customer has requested a payout of their purchase price instead. While this determination is not a typical resolution, we have agreed to grant Mr. [redacted]’s request to resolve his concerns.

We have contacted Mr. [redacted] and we have compared the documents he received from the selling dealership at the time of purchase and the documents that were registered with PermaPlate.  We have determined that enough confusion was created by some miscommunication at the time of purchase and with the paperwork that was filed with PermaPlate to justify assistance with the customer's vehicle issue despite the warranty being expired and despite the fact that the damage does not fall within the specific terms of the warranty.  We have been in contact with Mr. [redacted] he has worked with us in good faith to come up with a resolution that is satisfactory to both parties. We believe this issue has finally been resolved.

As per the revised settlement offer requested by the customer and agreed by PermaPlate, we can confirm the settlement check was delivered to the customer on 10/5/16.  We believe this matter is now closed.

PErma Plate did try to make the problem right. It appears that this was a factory paint issue which Honda North America blamed on Perma Plate and should have taken care of themselves. I do appreciate Perma Plate taking the extra effort to satisfy me.
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.
Sincerely,
[redacted]

In response to the complaint reported to the RevDex.com by [redacted], received by PermaPlate on 4/5/2016 - The PermaPlate
Appearance Protection Package was purchased by Mr. [redacted] for his previously-owned
2011 Chevrolet Silverado on 10/29/2015. 
The Appearance Protection...

Package includes Paintguard™, Leatherguard™,
and Fiberguard™ which are chemical protection products applied to specific
surfaces of the vehicle to provide protection against certain listed common
environmental hazards. Mr. [redacted] filed a claim on 4/4/16 for a failing, previous
repair to damage on the leather driver’s seat that predated the purchase of the
vehicle by Mr. [redacted] and predated the application of the PermaPlate protection
products to the vehicle.  Once applied, the
PermaPlate products are designed to protect the vehicle against the potential
damages enumerated in the Product Warranty document received and signed by Mr.
& Mrs. [redacted] at the time of purchase.   The products are not able to protect against,
or correct, damage that preexisted prior to application of the products.  Therefore, preexisting damage is excluded
from warranty coverage.  The warranty
document specifically states in the first paragraph on page two of the
document, “Warranty does not cover damage existing prior to product
application.” 
We regret any misunderstanding or dissatisfaction
experienced by Mr. [redacted], but we are unable to assist with this issue.  The customer does have a 5 year product warranty
and we are happy to assist in the future if any covered damages occur and a
claim is filed within the terms of the warranty.

At this time we have reached a resolution with the customer and consider this complaint resolved.

This is in response to the complaint reported to the Revdex.com by Mr. [redacted], received by PermaPlate on 5/26/2016.  The PermaPlate Appearance Protection Package was purchased by Mr. [redacted] in conjunction with a 2015 Honda Accord on 3/14/2015 and includes Paintguard™,...

Leatherguard™, and Fiberguard™ which are protection products applied to specific surfaces of the vehicle to provide protection against certain listed common environmental hazards as outlined in the warranty registration document received by the customer at the time of purchase. Mr. [redacted] filed a claim on 5/23/16 for “blisters in the clear coat” of the vehicle. The terms of the PermaPlate warranty require the customer to report covered damaged in a timely manner in order to minimize further damage and to improve the probability of a positive outcome.  Specifically, the warranty document states, “In order to reasonably minimize further damage which might occur, a claim also must be filed within thirty (30) days from the earlier of either the appearance of damage covered by this Warranty or the time when damage could have been discovered upon reasonable observation or inspection…”.  In order to make sure this is clear to the customer, in bold, all caps outlined in a box directly above the customer signature on the warranty registration form it states, “[redacted] NOTIFY ADMINISTRATOR OF COVERED DAMAGE WITHIN 30 DAYS; FAILURE TO DO SO WILL RESULT IN CLAIM DENIAL[redacted]”.   In the claim form completed by Mr. [redacted] and submitted online to us on 5/26/16, the customer indicated that the damage being reported was noticed on 8/1/15, 296 days earlier. The claim was denied and an email was sent explaining that the claim was being denied for failure to report it within 30 days.  Furthermore, the email indicated that the damage description did not sound like an issue covered under the warranty.  The Paintguard™ product is a paint sealant and protects against certain environmental damage that can occur at the surface of the paint.  It is not designed to protect against sub-surface defects in the paint such as clear coat failure, clear coat separation, or clear coat blistering. However, PermaPlate is concerned about customer satisfaction and we dispatched a 3rd party appraiser to inspect the damage at the request of Mr. [redacted] per his complaint with the Revdex.com.  The inspector looked at the vehicle, which already happened to be at a collision center to repair and repaint a portion of the vehicle due to a collision with a deer.  We have determined that there is nothing more we can do to assist and must stand on the original claim denial.  We regret Mr. [redacted]’s disappointment with this determination.

This is in response to the complaint reported to the Revdex.com by Mr. [redacted], received by PermaPlate on 09/06/2017. Mr. [redacted] has reported concerns regarding product application.  However, we do not have a record of a product warranty being registered for this vehicle by...

the original selling dealership so we are unable to confirm which PermaPlate products, if any, were applied to the vehicle. If PermaPlate Paintguard were applied to the vehicle, it is a one-time permanent application to the vehicle.  With that being said, if a customer wishes to use other traditional automotive car care products to maintain the appearance of their vehicle, there would be no adverse impact to the vehicle, the original application of PermaPlate, or the warranty coverage (if registered). At this time we have spoken with Mr. [redacted] to answer his questions and address his concerns.

This is in response to the complaint reported to the Revdex.com by [redacted], received by PermaPlate on September 20, 2017.  The PermaPlate Appearance Protection Package was purchased by Ms. [redacted] on November 28, 2014 and includes Paintguard™, Leatherguard™, and Fiberguard™...

which are protection products applied to specific surfaces of the vehicle to provide protection against certain listed common environmental hazards. Ms. [redacted] filed a claim with PermaPlate on September 1, 2017 for stains on the seats and door panels throughout the interior of her vehicle.  In her claim form it was noted that the damage to her vehicle was first noticed on May 1, 2016.  The terms of the PermaPlate Warranty signed by the customer at the time of purchase do require that any covered damage be reported to us within 30 days of noticing the issue. This notification period is in place as it allows PermaPlate an opportunity to correct the problem before it has chance to escalate and get worse over time.  The customer filed this claim 488 days after the date she noticed the damage. PermaPlate is concerned about customer satisfaction and we regret any misunderstanding or dissatisfaction experienced by Ms. [redacted].  As a result, we have contacted Ms. [redacted] and have mutually agreed to an acceptable compromise.  We believe that this issue has now been resolved.

This response pertains to the complaint reported to the Revdex.com by Ms. [redacted]. The PermaPlate Appearance Protection Package was purchased by Ms. [redacted] with her previously-owned 2001 Ram 1500 on 3/31/2017. The customer filed a claim with PermaPlate on 3/16/2018 for...

swirl marks, scratches, rock chips, and discoloration throughout various areas on the exterior vehicle along with permanent staining and discoloration to the interior of the vehicle. INTERIOR CLAIM: The interior claim was referred for service as the claimed damage was consistent with the warranty coverage. EXTERIOR CLAIM: Upon review of photos provided by the customer, the damage was determined to be the result of clear coat failure. The Paintguard™ product is a paint sealant which provides protection to the surface of the paint and cannot protect against sub-surface paint issues such as clear coat failure where the clear coat layer of paint separates from the pigmented layer of paint. Furthermore, the warranty coverage for previously-owned vehicles is limited to the cost of professional detailing or reconditioning of the surface. As stated on the warranty form, “Repairs of damage to Previously Owned Vehicles are limited to the cost of professional reconditioning (professional cl...⇄ the damage were a covered item, we would not be able to proceed with a repaint of any area of the vehicle. The customer is asking that the outside of the truck be repaired to satisfy this complaint with the Revdex.com. We do regret any dissatisfaction or misunderstanding experienced by the customer relative to our products or warranty coverage, but we are unable to assist further with this claim.