Premier Dealer Services Inc

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
[I have submitted all of the maintenance records to them with? confirmation from them that they received it and the *** service manager has another report as a manufacture company for the car disagree with their decision? and it's oil pump failure which covered under my extended warranty ]
Regards,
*** ***

Gap Coverage Administrator PO Box San Diego, CA 92193-May 16, 2017Revdex.com of San Diego Attn: *** *** Viewridge Ave #San Diego, CA 92123-1688Re: Compliant Name: *** *** ***Consumer Name: *** and *** *** GAP Reference: *** Vehicle: *** F-1FTFW1CF9BFA55691Dear Ms***,We are in receipt of Mrs***’s response to our letter dated May 15, Although Mrs*** is asking for a dealer representative at *** *** *** to waive the outstanding balance of the loan that *** and *** *** have on the *** F-150, the dealer assigned the finance agreement to the lender, which in this case is *** Motor Credit, and Mrand Mrs*** will need to work directly with *** Motor Credit regarding the balance that remains outstanding.Should you have further questions please feel free to contact me at any time.Sincerely,*** *** *** Legal Department Consumer Relations

Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
1.? The heater is faulty as evidenced by this being the third time the heat has not worked appropriately and I have had to take it in for service.? This is the second time it has not worked this winter.2.? The suggested repair is just that, a suggestion, as the dealer does not know if that will fix the problem.? They were told that it "may" be clogged and that flushing the system "might" fix the problem.I believe the warranty I purchased should pay for me to have a working heater that does not need to be continually fixed
Regards,
*** ***

See attached responseThis letter is in response to the information Mr*** submitted on July 29, 2016.The service contract maintenance requirements should have been reviewed by the owner when the vehicle was first purchasedAs such, the maintenance requirements would have (should have) been followed prior to the current breakdown, and therefore the service receipts showing the dates and parts used would have been retained as requiredIt was not until the current breakdown that the complainant spoke to the claim representative, who we agree misinformed him of the requirement to provide those maintenance receiptsBut keep in mind all of the prior required maintenance receipts should have been kept up to that pointIn essence, the misstatement regarding providing receipts should not impact their availability, because prior to the conversation the complainant would have followed the service contract’s requirements to do soThe only way the claim representative’s misstatement would have an impact, is if the complainant threw away the prior maintenance receipts after that conversation, which has never been mentioned as occurring, and to claim that is the case now would clearly be self-servingWe addressed the maintenance receipt requirements in our response to make sure all parties are aware of the provision to produce them in the event they are needed in the futureIn this case the lack thereof was not the basis for the claim denialThe claim was denied as previously stated, because the damage was the result of a lack of lubrication, which is excludedThose findings were that of an independent mechanical inspectorThe repair facility then reviewed those findings and concurredAfter carefully reviewing the claim file, we believe the claim decision is correct based on the terms and conditions of coverage.Again, we thank you for the opportunity to respond to this matter.Sincerely, *** ***

I have given the company all that I have in regards to oil changes. I have managed to find some others. I have also added in coolant and new brakes to the vehicle, in which I will send them a receipt for those. I do maintain my car and I do have them inspect it every time I get an oil service. My mechanic always lets me know if there is a leak somewhere or if something needs to be replaced, because he does do inspections.  The fact of the matter is oil changes and other maintenance records has nothing to do what my request is for. My request if for my transmission to either be fixed or replaced. No where in the contract does it say that I needed to go for all of those [redacted] for those indicated miles. If I had seen it was in the contract, for sure I would have gone to have it done. The only thing it does say is oil changes and maintaining records for maintenance. Which I clearly do. In their response in saying going to my [redacted] at [redacted] Scion, I don't live in [redacted] anymore. I live in Kissimmee, FL. I am in no way shape or form going to drive 200 miles to [redacted] Scion to get my oil changes. I believe all of this is just for them to slip away with excuses as to not do their part. If they do not want to do me the service that is necessary then I am going to ask them to give me my money back for when I purchased their warranty. I am also going to inform my state attorney general about this manner along with going to social media. This company is a legal scam and I refuse to stand by and let other people be taken advantaged of by this company. Consumers must know.
 
[redacted] 
 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Dear Mr. [redacted],We are in receipt of Mr. [redacted]’s additional response dated March 9, 2018. We have reviewed theinformation that Mr. [redacted] provided and we have contacted the repair facility and asked if there areany current failures to the Engine Control Module (ECM). They have informed us that there are not anycurrent issues with the Engine Control Module (ECM), however if there was please note that a simple reprogramingwould not have been covered under Mr. [redacted]’s Service Contract even if needed.We thank you for the opportunity to further clarify our position in the matter.Sincerely,[redacted]

We are in receipt of your letter dated July 11, 2017, Mr. [redacted]’s Guaranteed Asset Protection
(“GAP”) Agreement. As a member of Premier Dealer Services, Inc (“Premier”) legal
department, I have been asked to respond to your request for a clarification regarding the
information provided by Mr. [redacted].
Our records indicate that a letter from General Electric Credit Union (GECU) to [redacted]
[redacted] dated March 30, 2015 was forwarded to our office stating that the vehicle in question
was deemed a total loss on August 29, 2014. GECU requested that the any refund due on the
GAP agreement purchase be made (cancellation refund request letter attached). Our office then
cancelled the GAP agreement and issued the appropriate refund, no GAP benefit request was
able to be made after that point. However, a Carfax report we ran as part of this Revdex.com inquiry
does not indicate that the vehicle was in fact totaled, but does show a change in the possession of
ownership. In order to better understand what has transpired, we request that Mr. [redacted] explain
the complete history of the vehicle, including ownership, accident, repairs, sale, and any other
pertinent information, and the dates associated with each. Once we have this information we can
more completely respond to your inquiry. Sincerely,
[redacted]
Legal Department
Consumer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Please find response attached.Dear Ms. [redacted],We are in receipt of your letter dated March 7, 2016 regarding Ms. [redacted]’s Vehicle Service Contract Refund Agreement. As Premier Dealer Services, Inc. (hereinafter “Premier”) is the administrator of the Premier Select Service Contract Refund/Buy Back...

(hereinafter “VSC Refund”), Premier answers all inquiries concerning claims.Ms. [redacted]’s VSC Refund claim was approved and payment was sent to her on 1/29/16 however, once received Ms. [redacted] contacted us to inform us her first name was incorrect on the check she received and she was unable to deposit the check. On 2/15/16 Ms. [redacted] was informed a new payment would be issued and on 3/9/16 Fedex confirmed that new check was signed for at the [redacted] residence.We apologize for the delay in issuing the corrected check and thank you for bringing this matter to our attention.Sincerely,[redacted] Legal Department/Consumer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Since When a car seat is divided in half. Have you seen a car seat without a back support.? On their Brochure it clearly stated " Power seat "Coverage , it does not say anything about dividing the seat into half and therefore the lumber support is part of the power seat because it moves along with the seat . The motor/buttons are attached to the seat as a whole. They should clearly stated on their Brochure that the Lumber motor seat (if a car has a lumber motor) is not covered.  I feel their claim is no sense and I 100 % reject their explanation. I have spoke directly with the dealer and the person who sold me the coverage and both conquer with me. I have paid my extended coverage in full and I expect it is time for them to take responsibility and pay for the repair and the part, because this is what they are supposed to do. Next time they should be clear for the cars that have a lumber seat.  They can put an [redacted] next to "power seat" saying excluding Lumber motor or something along the line. Thank you for your time and energy.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The Premier company send a copy for the garage C19 that their business were closed on Feb. 7, 2013 but the premier company needs to know when I go to any garage I don't revue their registration paper it the government's job not me, all I care about is the service I am going to get and the money I am paying. By the way I got a picture from the garage dated on Feb. 29th, 2016 and it's still open.Regarding their visit to check my car from their mechanic , and the company mentioned that they trust them, with my respect  I am also trust  [redacted] manufactory specialist in this car and they said very clear its an oil pump failure not lack of maintenance and they check the car very careful so Premier company try to focus on lack of maintenance and how I am broke the contract but this is not the case as I mentioned.Thank you for your help and understanding.
Regards,
[redacted]

They offered to pay $144. I was charged over $400.

We are in receipt of your response letter dated July 27, 2015, regarding our letter dated June 24, 2014 regarding a claim made under Mr. [redacted] Preserve Extended Protection Plan (hereinafter "Protection Plan").Please be advised if the slide out motor had been functioning in a matter outside of manufactures specifications, and the “adjustment” was unable to bring it within specifications Mr. [redacted] claim for repair would have been considered a coverable under his Protection Plan. For example, if the slide-out motor stopped functioning because of an electrical defect, the motor would have been coverable under is Protection Plan or if the slide-out motor was functioning intermittently we would have authorized to have the motor repaired or if necessary replaced. However, since the slide-out motor was functioning and required only an adjustment to return to full operational capacity, it was not a coverable item under his Protection Plan.Section 6 – Exclusion6. Parts described in the owner manual as supplied by the manufacturer or other normal maintenance services and parts which include, but are not limited to: alignments, adjustments, cleaning, wheel balancing, tune-ups, spark plugs, spark plug wires, glow plugs, hoses (except high pressure steering and air conditioning), drive belts, brake pads, brake linings/shoes, wiper blades, shop supplies and environmental waste charges. Filters, lubricants, coolants, fluids and refrigerants may be covered if replacement is required in connection with a covered Breakdown.Mr. [redacted] may however submit the invoice for adjustment to Heartland RV for possible reimbursement, they may be able to assist him. He can submit the invoice by fax to (572) 262-8340, referencing the last six of his VIN # [redacted] or he may send the invoice via email to [redacted]By stating our coverage position, we in no way intend to waive or be estopped in regard to any other basis which may or may not be presently apparent.Sincerely,[redacted]Legal DepartmentConsumer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Thank you for the timely response. I am still very unsatisfied with how this is being handled. I told multiple company reps that I never had a copy of the contract or pamphlet. I had to call my original dealership that I had purchased the car from to obtain a phone number to even contact PBS(Premier Dealer Services). A very nice rep named [redacted] emailed me a copy of the pamphlet. I know what should have been done in regards to receipts after the fact, but that is not what was told to me. This is where I do not agree with your assessment of the situation. Maintenance was kept up and according to the repair facility, it was evident by the entire engine being "well maintained", clean inside and now other evidence of insufficient lubrication. In a recent conversation with the service repair facility([redacted]), they informed me that they in fact never even spoke to the PBS adjuster that came to inspect the car. So, is this another false statement by PBS to place blame on the consumer, so they(PBS) do not have to cover a claim? Not having receipts is not the issue. The issue, is that if the PBS claims adjuster would have informed me that receipts were needed, I would have taken an entirely different route in regards to getting my car repaired. So YES, the misstatement about receipts directly impacts this claim. Your company set this in motion with their incorrect information. If I would have had the RIGHT information, I would have looked at all my options before proceeding with the tear down and costly work on my car. Why in the world would I have asked about receipts if I had any knowledge of the exclusions in the contract? I would not. You agree that the PBS claims rep misstated the information in my contract, so how is that on me? And now you want to say OOPS, you were given the wrong information, but you are wrong for following what you thought was the correct procedure. Really? After carefully reviewing your response, I still do not agree with your assessment of the situation or the importance of the incorrect information that I was given by PBS. 
Thank you for
Regards,
Deceived Consumer
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this...

proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not aware of any resolution to this issue - or arrangement that has been made with the dealership. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have...

determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
See attached. 
Regards,
[redacted]

See attached responseWe are in receipt of your email dated January 29, 2016, regarding a claim made under Ms. [redacted]’s Tricare Vehicle Service Agreement (hereinafter “Service Agreement”). As a member of Premier Dealer Services, Inc.’s (“Premier”) legal department, I am responding to your request for...

clarification as to the concerns expressed by Ms. [redacted]. As Premier is the obligor and the administrator of the Service Contract, Premier answers all inquiries concerning contract terms and claim decisions. We have reviewed the claim in question and found that it was properly adjudicated.Ms. [redacted]’s Service Agreement requires her compliance in terms of maintenance (Section Three, copy enclosed):Section Three – Agreement General Provision; B- Your ResponsibilitiesYou must keep all fluids at proper levels and have Your Vehicle checked and serviced in accordance with the manufacturer’s recommendations, as outlined in the owner’s manual for Your Vehicle. If You do not have an owner’s manual for Your Vehicle, You can contact the Dealer or Us and the servicing recommendations will be provided to You. Your owner’s manual lists different servicing recommendations based on Your individual driving habits and climate conditions. You are required to follow the normal or severe maintenance schedule that applies to Your driving habits and conditions. If You do not follow these recommendations and such failure causes a Breakdown, further damage or unnecessary repairs, coverage under this Agreement will be denied or reduced. You must retain all sales receipts, invoices or work orders showing the date, kilometreage, a description of Your Vehicle, the vehicle identification number (VIN), and the maintenance services performed, including parts and fluids used to complete these services.Our claim records indicate that customer came to the dealer with a starter and engine sized. The dealer reported that the main bearings came apart. We requested maintenance records from the dealer for the customer’s vehicle, the dealer advised us that they have no maintenance records for the customer. The dealer did provide a letter from a third party stating all oil changes performed starting 2014 but was not able to provide actual documentation per the customers Service Agreement.We advised the dealer, that although Ms. [redacted] did not comply with the maintenance requirement we would continue with the claim adjudication to get the customer’s permission for a teardown of the vehicle and once received to call us back. After teardown of the vehicle, and in order to properly diagnose the vehicle we sent out an independent inspector to thoroughly diagnose the cause, extent of the damage and costs of the repair.The inspectors finding were that the damage to the motor is consistent with a lack of maintenance, as such the claim was declined in accordance the following Exclusion to Ms. [redacted]’s Service Agreement (copy enclosed)Section Three – Agreement General Provision; D- Exclusions5. A Breakdown caused by negligence, misuse, improper servicing, or failure by You to perform manufacturer required or recommended maintenance services or caused by normal wear and tear.Our claim staff was then contacted on November 17, 2015 by the repair facility who stated that they had discovered a faulty oil pump and believed that this could be a source of the damage to the motor. The vehicle was then re-inspected on December 28, 2015 and no defect other than normal wear was found with the oil pump. The second inspection report once again stated that the damage was consistent with a lack of maintenance.In that two inspection reports state a lack of required maintenance was the cause of failure, and that Ms. [redacted] was unable to provide maintenance records as required by the service agreement, the claim was declined and after a reexamination of the claim file, we believe that decision to be correct and we are unable to authorize the claim for repair.By stating our coverage position Premier in no way intends to waive or be estopped in regard to any basis that may or may not be presently apparent. If you obtain any information, whether or not requested herein, which may be pertinent in our investigation, we ask that you forward it to us immediately for our review and consideration.We thank you for the opportunity to clarify our position in the matter.Sincerely.[redacted] Legal Department Consumer Relations

Dear Ms. [redacted], We are in receipt of your email dated January 29, 2016, regarding a claim made under Ms. [redacted]’s Tricare Vehicle Service Agreement (hereinafter “Service Agreement”). As a member of Premier Dealer Services, Inc.’s (“Premier”) legal department, I am responding to your request for clarification as to the concerns expressed by Ms. [redacted]. As Premier is the obligor and the administrator of the Service Contract, Premier answers all inquiries concerning contract terms and claim decisions. We have reviewed the claim in question and found that it was properly adjudicated.Ms. [redacted]’s Service Agreement requires her compliance in terms of maintenance (Section Three, copy enclosed):Section Three – Agreement General Provision; B- Your Responsibilities You must keep all fluids at proper levels and have Your Vehicle checked and serviced in accordance with the manufacturer’s recommendations, as outlined in the owner’s manual for Your Vehicle. If You do not have an owner’s manual for Your Vehicle, You can contact the Dealer or Us and the servicing recommendations will be provided to You. Your owner’s manual lists different servicing recommendations based on Your individual driving habits and climate conditions. You are required to follow the normal or severe maintenance schedule that applies to Your driving habits and conditions. If You do not follow these recommendations and such failure causes a Breakdown, further damage or unnecessary repairs, coverage under this Agreement will be denied or reduced. You must retain all sales receipts, invoices or work orders showing the date   kilometreage, a description of Your Vehicle, the vehicle identification number (VIN), and the maintenance services performed, including parts and fluids used to complete these services.Our claim records indicate that customer came to the dealer with a starter and engine sized. The dealer reported that the main bearings came apart. We requested maintenance records from the dealer for the customer’s vehicle, the dealer advised us that they have no maintenance records for the customer. The dealer did provide a letter from a third party stating all oil changes performed starting 2014 but was not able to provide actual documentation per the customers Service Agreement. We advised the dealer, that although Ms. [redacted] did not comply with the maintenance requirement we would continue with the claim adjudication to get the customer’s permission for a teardown of the vehicle and once received to call us back. After teardown of the vehicle, and in order to properly diagnose the vehicle we sent out an independent inspector to thoroughly diagnose the cause, extent of the damage and costs of the repair.The inspectors finding were that the damage to the motor is consistent with a lack of maintenance, as such the claim was declined in accordance the following Exclusion to Ms. [redacted]’s Service Agreement (copy enclosed)Section Three – Agreement General Provision; D- Exclusions 5. A Breakdown caused by negligence, misuse, improper servicing, or failure by You to perform manufacturer required or recommended maintenance services or caused by normal wear and tear.Our claim staff was then contacted on November 17, 2015 by the repair facility who stated that they had discovered a faulty oil pump and believed that this could be a source of the damage to the motor. The vehicle was then re-inspected on December 28, 2015 and no defect other than normal wear was found with the oil pump. The second inspection report once again stated that the damage was consistent with a lack of maintenance.In that two inspection reports state a lack of required maintenance was the cause of failure, and that Ms. [redacted] was unable to provide maintenance records as required by the service agreement, the claim was declined and after a reexamination of the claim file, we believe that decision to be correct and we are unable to authorize the claim for repair.By stating our coverage position Premier in no way intends to waive or be estopped in regard to any basis that may or may not be presently apparent. If you obtain any information, whether or not requested herein, which may be pertinent in our investigation, we ask that you forward it to us immediately for our review and consideration.We thank you for the opportunity to clarify our position in the matter. Sincerely.[redacted] Legal Department Consumer Relations

We are in receipt of your letter dated February 4, 2015, received in our office on February 23, 2015 regarding a claim made under Mr. [redacted]’s Premier Essential Vehicle Service Contract (hereinafter "VSC"). As a member of Premier Dealer Services, Inc.’s (“Premier”) legal department, I am responding...

to your request for clarification as to the concerns expressed by Mr. [redacted]. As Premier is the obligor and the administrator of the Service Contract, Premier answers all inquiries concerning contract terms and claim decisions. We have reviewed the claim in question and have found that is was properly adjudicated.Although Mr. [redacted]’s claim record indicated that the noise from Mr. [redacted]’s hub does not meet the definition of a breakdown per his contract, the repair facility Ayers Chevrolet as a good gesture agreed to pay half of Mr. [redacted]’s claim for repair on February 5, 2015 in the amount of $223.69.By stating our coverage position, Premier Dealer Services in no way intends to waive or be estopped in regard to any other basis that may or may not be presently apparent. If you obtain any information, whether or not requested herein, which may be pertinent to our investigation, we ask that you forward it to us immediately for our review and consideration.We thank you for the opportunity to clarify our position in this matter.Sincerely,[redacted]Legal DepartmentConsumer Relations