Plaza Restaurant

We are in receipt of the consumer’s additional correspondence regarding his claim denialWe can certainly look into this further for him. We would like to be provided with a copy of the allegedly misleading point of sale material the customer was given that is not consistent with his warranty terms or conditionsOnce in receipt of this information we will review furtherThank you, Liz ***Claims Manager

August 3, RE: Case # We are in receipt of the complaint your office received regarding the claim under Auto Armor warranty RBCH***. I have pulled the customer’s file and conducted a thorough review. There are several things we
request from a customer when they file a claim with our office so we may fully review the nature of the claim and make a decision on the authorization or denial of the claim Two of these required items are color photos of the damage, and an itemized estimate to repair the damage. In addition, as part of our claim process we utilize independent third party appraisal companies to evaluate damages. This provides claimants with an unbiased independent avenue so that their claim can be evaluated further without influence. The appraisers are not provided with any warranty information and are unaware of the coverage that the customer is eligible for under the Auto Armor Warranty. In order to give the claim a more complete evaluation, we sent an appraiser from Property Damage Appraisers (PDA) out to look at the claimant’s vehicle and provide a full inspection report for our review Upon receipt of the inspection report from PDA, we were able to determine the paint damage on the vehicle was covered under the terms of the warranty and on June 24, we e-mailed the customer authorization for the amount of $(minus tax) based on PDA’s estimate. On June 27, the customer called and wanted to cancel the warranty. They also expressed their concerns about the product and the claim process I explained to the customer if the product fails and there is covered damage we would pay for the repairs. I also explained the claim process and informed the customer the warranty is not cancellable as the cost incurred is for the purchase and application of the Appearance Protection products. In addition, since the products are applied to the vehicle and cannot be returned or removed, a refund is not possible At that time the customer was unsure of what they wanted to do but informed me they would contact me if they decide to have the repairs completed. Later that day the customer contacted me back informing me they wanted to have the repairs completed and the appointment date was July 25, We mailed the payment out in the amount of $on July 20, We have not been made aware there were additional funds needed to repair the damage on the customer’s vehicle. Certainly we would like our customer to receive full benefit of their warranty and have the repairs completed. If the repair costs are higher than initially authorized we would need an updated estimate from the body shop In closing, we cannot honor the customer’s request to cancel their warranty however we can review the updated estimate for an increased authorization amount ECP Incorporated offers quality vehicle appearance protection products, and promptly pays valid warranty claims without delay. Our warranties are backed by an A-rated insurance carrier, and are recognized as the best in the business. We appreciate our customer’s past patronage, and regret we were unable to assist with the cancellation of their warranty We appreciate the opportunity to explain the circumstances leading to the claim dispute. If you have any further questions or concerns regarding this claim, do not hesitate in contacting us at any time Respectfully Yours, Jennifer *** Assistant Claims Manager

In an effort to come to a satisfactory resolution, we have contacted the customer and offered a settlement due to confusion with warranty terms and conditions presented to her. The customer has accepted. I believe at this time the customer is satisfiedThank you, Claims Manager

ECP Incorporated appreciates the opportunity to respond to this customer’s concerns. We aim for complete customer satisfaction in all of our interactions, and regret that this customer was dissatisfied with the outcome of her claim Based on the information provided, the damage
claimed on February 3, was the result of peeling paint. The products applied to this vehicle for protection cannot prevent peeling paint from occurring. This type of damage is specifically excluded in the terms of the warranty coverage. On February 28th we received correspondence from the customer requesting a second review of the damage on her vehicle. At this time, her claim was reviewed by our Consumer Review Panel, which hears appeals of claims denials. The Panel concluded the claim was adjudicated correctly and the denial decision was accurate and in compliance with the terms of the warranty. Written notification was sent to the customer via email on March 3, advising the customer the denial decision stands. This claim was evaluated twice in an effort to determine if coverage was possible In an effort to assist the customer with her current claimed damage, we will contact her in an attempt to reach a satisfactory conclusion to her claim ECP Incorporated offers quality vehicle appearance protection products, and promptly pays valid warranty claims without delay. Our warranties are backed by an A-rated insurance carrier, and are recognized as the best in the business. We appreciate the opportunity to respond to this customer’s concerns and are happy to assist in the future Sincerely, Liz *** Claims Manager

Complaint: [redacted]
I am rejecting this response because: If I probe the rust and it is not going to be fixed then it will cause more damage to my car by allowing more road salt to get into the rust causing more damage and depreciation of my car. I will not accept the probing as an action to see if the rust should be covered under the warranty. The rust damage is clearly covered under the warranty. I have had 2 separate body people look at the damage one of which was the dealership that sold the warranty to me. 
Sincerely,
Robert [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,
[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.  Liz reached out to me and I provided additional pictures of the problem areas and she stated she will send a different adjuster out this time to review.  I did ask if this is even worth my time as I have been told if there isn't a hole that the claim will not be covered.  Liz stated that she will have the adjuster review the old and the new claim.  In addition, she commented on the interior wheel well rust and taking this into consideration when reviewing the claim.  I will be in contact after I hear back from Liz on the status of the newest claim. 
Sincerely,
Amie [redacted]

ECP Incorporated appreciates the opportunity to respond to this customer’s concerns.  We aim for complete customer satisfaction in all of our interactions, and regret this customer was dissatisfied with the outcome of his claim.   The application of the Auto Armor protection is designed...

to prevent damages occurring from sources indicated on the product warranty.  Unfortunately due to the nature of this customer’s claim, we were not able to assist.   Based on the claim information provided the leather is separating at the stitch line.  This type of damage cannot be prevented by the application of the protection and may be a manufacture defect.    While we are sympathetic to this customer, we are obligated by the insurer who backs our warranties to adjudicate claims in accordance with the terms of the warranty.    ECP Incorporated offers quality vehicle appearance protection products, and promptly pays valid warranty claims without delay.  Our warranties are backed by an A-rated insurance carrier, and are recognized as the best in the business.  We appreciate the customer’s past patronage, and regret that we were unable to pay his claim in this instance.   Sincerely, Liz [redacted] Claims Manager

We are in receipt of the correspondence regarding this claim denial and appreciate the opportunity to explain the claim decision further.   After thoroughly reviewing the claim information submitted we have concluded the paint damage on this vehicle is not covered under the terms of the...

warranty. Unfortunately the damage being claimed is not due to fading, chalking, loss of gloss, weather-induced acid rain, tree sap, bird droppings, insect damage, sun's UV damage, hard water spots, de-icing agents/road salt, ocean spray, industrial fallout, or paint overspray on the factory paint which is what the warranty provides coverage for. The present condition that may have contributed to the damage on this vehicle cannot be prevented or corrected by the application of our products.   Please be advised damage resulting from peeling paint and scratches is specifically excluded under the terms of the warranty.   In addition, the warranty advises, “Failure of the customer to regularly inspect the vehicle in order to be able to file his/her claim within sixty (60) days following the occurrence of damage will relieve the manufacturer of all legal responsibilities under this warranty.” The customer indicted the damage on his vehicle was present December of 2015, this is well beyond the required sixty (60) day reporting period.  This claim was received In October of 2016. Due to the above findings, we were unable to honor this claim. We regret we are unable to meet the customer’s expectations in this instance but feel the claim was adjudicated in accordance with the written terms of the warranty.  If there are any further questions or concerns we are happy to address them.   Thank you,   [redacted] Claims Manager

Complaint: [redacted]
I am rejecting this response because: none of the referenced warranty material is ever offered to the purchasers of this said warranty. Had we seen this upon shopping to purchase a preowned vehicle it would have drastically impacted our decision and we would not have spend the money on a plan with such notable limitations. While I am aware, now, of these limitations I still suggest that this protection warranty is sold without listing these limitations for the buyer to read through before purchase. As I stated, there is no documentation stating these discrepancies leading a buyer to purchase the warranties under false pretenses.Unfortunately, this claim remains unresolved.
Sincerely,
[redacted]

We are in receipt of the complaint your office received regarding the claim denial under warranty number [redacted].    Upon review of the claim information submitted, we determined the damage does not qualify for coverage under the terms of the product warranty.  Based on...

the information provided, the customer is not experiencing a rip/tear.  The leather is separating at the seams.  This may be a manufacture defect and cannot be prevented by the application of the protection.    Since the photos provided substantiate the fact that the damage is not the result of a covered item, we cannot be held liable.  Our warranties are backed by an insurance company who has set forth certain terms/conditions that must be adhered to.    We regret that the customer is unhappy with our decision but we remain confident it is accurate and in compliance with the terms of the warranty. While we are sympathetic to our customer, we are obligated by the insurer who backs our warranties to adjudicate claims in accordance with the terms of the warranty.    ECP Incorporated offers quality vehicle appearance protection products, and promptly pays valid warranty claims without delay.  Our warranties are backed by an A-rated insurance carrier, and are recognized as the best in the business.  We appreciate this customers’ past patronage, and regret that we were unable to pay his claim in this instance.   Respectfully Yours,   Liz [redacted] Claims Mangers

We are in receipt of the complaint correspondence regarding warranty number [redacted]PIR [redacted].  The Environmental Paint Protection Warranty given to this customer in 2011 at the time of purchase of our products contains the following condition: FAILURE OF THE CUSTOMER TO REGULARLY INSPECT THE...

VEHICLE IN ORDER TO BE ABLE TO FILE HIS CLAIM WITHIN SIXTY (60) DAYS FOLLOWING THE OCCURRENCE OF COVERED DAMAGE WILL RELIEVE THE MANUFACTURER OF ALL LEGAL RESPONSIBILITIES UNDER THIS WARRANTY. Further, in the “How to File a Claim” section of the warranty, the warranty holder is directed to send notification of damage within sixty (60) days of damage occurrence. This customers’ claim form, which we received on February 13, 2017, indicated the damage was initially identified on March 24, 2016.  The damage on the vehicle had been permitted to progress for more than 60 days.  As a result, we denied this claim because the damage was not reported within 60 days of the customer becoming aware of it, as required by the warranty agreement.  Damage to the painted surface of a vehicle will continue to worsen over time. ECP insures its obligations under these warranties via a contractual liability insurance policy, and is obligated under the terms of those insurance contracts to adjudicate warranty claims in accordance with the warranty terms.  ECP maintains a fully-staffed, full-time claims department, and we pride ourselves on the prompt and thorough adjudication and payment of meritorious claims.  We regret that we are unable to honor the warranty claim in this instance. Thank you again for the opportunity to address this customers’ concerns.  Please feel free to contact us if you have any additional questions. Liz [redacted] Claims Manager

We are in receipt of the customer correspondence that was submitted regarding obtaining warranty and claim information. Email correspondence has been sent to this customer advising them of the claim process as well as their warranty registration number.   In addition, we have contacted...

the customer via phone to assist with any questions or concerns they may have. At this time we sincerely apologize for any unsatisfactory dealings the customer may have had with the representative she spoke to.  Certainly this is not our standard in practice.  The opportunity to reply to this inquiry is appreciated and we will ensure the customer is taken care of. Thank you, Liz [redacted] Claims Manager

June 7, 2016   RE:  Case # [redacted]   We are in receipt of the customer’s additional correspondence regarding their interior damage under the Protector warranty.   Upon further review of this file we feel we have remained in full compliance of the warranty terms and conditions.  By signing the warranty at the time of purchase the customer agrees to the terms, conditions, and exclusions of the limited warranty.   In addition, any marketing material the customer may have seen or received, as indicate below, asks the customer to ask the Sales Person to see a copy of the written Limited Warranty before purchasing the warranty:   “The content of this marketing material is limited by its size. The entire terms, conditions, and exclusions, including but not limited to, your duties, of the Limited Warranty included in the purchase of the Appearance Protection products are included in the written Limited Warranty. Please ask your Sales Person to see a copy of the Limited Warranty before purchasing. The purchase of these products is optional and is in no way a condition to either the purchase or financing (obtaining credit) of a vehicle.”   We realize an unfortunate situation has arisen in this case, however we remain confident that our decision is accurate and compliant based on the terms of the warranty.    If you have any further questions or concerns regarding this claim, do not hesitate in contacting us at any time.   Respectfully Yours,   [redacted] Assistant Claims Manager

March 11, 2016We are in receipt of the complaint your office received from the above referenced customer regarding the claim denial under the Protector warranty.   I have pulled the customers file and conducted a thorough review.  According to the information and...

documents received, the consumer submitted a claim to our office under the Protector Corrosion Perforation Protection Warranty on February 28, 2016. There are several things that we request from a customer when they file a claim with our office so we may fully review the nature of the claim and make a decision on the authorization or denial of the claim.   Two of these required items are color photos of the damage, and an itemized estimate to repair the damage.  Upon further review of the photos and estimate the customer submitted, we were able to make the determination that the rust damage on the vehicle was old rust damage.   The photos submitted substantiate the fact that the damage was present far beyond the 60 day time period required to submit a claim.  Below please find an excerpt from the warranty the customer has in their possession: B. Failure of the customer to regularly inspect the vehicle in order to be able to file his claim within sixty (60) days following the occurrence of covered damage will relieve manufacturer of all legal responsibilities under this warranty. Please note item (B) whereby it states all damage must be reported within 60 days of occurrence.  Since this damage was not reported within the specified timeline, we the manufacturer under this warranty are relieved of any legal responsibility to remit payment or authorize repairs for this claim.  This information is clearly stated on the customer’s warranty. On March 8, 2016 we sent a letter to the claimant via email advising the claim was being denied due to the fact that it is beyond the terms of the warranty.   Since the photos provided substantiate the rust has been present beyond 60 days, we cannot be held liable.  Our warranties are backed by an insurance company who has set forth certain terms/conditions that must be adhered to.  Since the damage exceeds the terms of the warranty, we cannot provide compensation for this claim. In closing, the damage on the customer’s vehicle was not reported within the 60 day time period required under the warranty and we cannot offer any compensation on this claim.  While we are sympathetic to the customer, we are obligated by the insurer who backs our warranties to adjudicate claims in accordance with the terms of the warranty.  [redacted] Incorporated offers quality vehicle appearance protection products, and promptly pays valid warranty claims without delay.  Our warranties are backed by an A-rated insurance carrier, and are recognized as the best in the business.  We appreciate the customers past patronage, and regret that we were unable to pay the claim in this instance. Respectfully Yours, [redacted] Claims Manager

We are in receipt of the complaint regarding the interior claim for Mr. [redacted].   Our products were designed to protect the interior surfaces of treated vehicles against permanent stains resulting from a minor cuts, or mishaps occurring by children or pets.  They were not...

intended to protect against catastrophic events such as the one described by the claimant.  However, in the interest of consumer satisfaction, and as an upstanding company that stands behind its products, ECP is choosing to authorize the covered repairs to this vehicle.    The customer has been sent correspondence regarding this authorization via email.    We appreciate the opportunity to review this claim. If you have any further questions or concerns regarding this claim, do not hesitate in contacting us at any time.   Thank you,   [redacted] Claims Manager

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,
Quy **

We are in receipt of the complaint submitted regarding claim # 270-[redacted].   This claim was processed through [redacted] Drivers and is not an ECP claim. At this time we suggest the customer contact [redacted] Drivers to address any concerns he may have. [redacted] Drivers can be...

reached at 1-888-684-9327.  Claim #270-[redacted] can be referenced when contact is made. Thank you, Liz [redacted]Claims Manager

Complaint: [redacted]
I am rejecting this response because:it does not address the difference between the advertised coverage of damage and the actual warranty. Additionally, ECP addressed only 1 of the 4 disputed claims.
Sincerely,
Zoltan [redacted]

We are in receipt of this consumer’s complaint and have conducted a thorough review.   This customer purchased a 2009 model year vehicle in 2015.  Based on the terms of the warranty, this vehicle would be considered a pre-driven vehicle.  The repair limitations on a pre-driven...

vehicle include repair remedies such as professional detailing, buffing, polishing, and wet sanding for factory painted surfaces, as well as cleaning, re-dying and repair for interior surfaces.  These warranty terms are included on the warranty the customer was issued.      At this time the customer is requesting replacement of parts on her vehicle.  We are unable to proceed further with replacement of the damaged areas as the warranty does not provide coverage for replacement based on the terms of the pre-driven vehicle protection warranty.  Our warranties are backed by an insurance company who has set forth certain terms/conditions that must be adhered to.  Since the damage exceeds the terms of the warranty, we cannot provide compensation for replacement parts on this claim. We regret that the customer is unhappy with our decision but we remain confident that it is accurate and in compliance with the terms of the warranty.   ECP Incorporated offers quality vehicle appearance protection products, and promptly pays valid warranty claims without delay.  Our warranties are backed by an A-rated insurance carrier, and are recognized as the best in the business.  We appreciate our customer’s patronage, and regret we were unable to assist further in this instance.   We appreciate the opportunity to explain the circumstances leading to the claim dispute.  If you have any further questions or concerns regarding this claim, do not hesitate in contacting us at any time.   Respectfully Yours,   [redacted] Claims Manager